now you come to mention it, on the major repair I had I did fill in the section saying the maximum I'd pay before they contacted me, fortunately it came in way under what I was prepared to pay.
The CPN thing means you get preferential treatment, apparently I'm a platinum member but in order to join you have to have at least 2 'professional' cameras & a certain amount of L lenses. They take the serial numbers of your equipment before letting you join.
Donoreo: I guess it's been like that for a while. I trained as an electro-mechanical engineer (over 25 years ago). One of my first jobs was in technical support and it primarily involved taking the covers off terminals, mainframes and printers and swapping boards out .
Cathus: Thanks for the information and the pointer in the first instance. I'm not sure how Canon could have given any more preferential treatment, I was very impressed with the service they gave to me.