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Faulty Casio digital camera
twisty
Posts: 91 Forumite
Hi folks, I hope that somebody might be able to give me some advice.
I bought a Casio EX-Z85 digital camera for my wife's birthday in July 2009, for just over £100.
A couple of weeks ago, we noticed that the optical zoom control was sticking (not springing back to the centre after each operation). This was causing problems with both the zoom itself and the other controls (the zoom was effectively permanently 'depressed', stopping the use of all other buttons).
I contacted Casio and they requested that I send it to their repair centre to be assessed (a little bit annoying but I was expecting this). I have done this and today got an automated email with a PDF attachment quoting a repair cost of £73!!!
I called Casio and politely explained the history to the guy on the phone and made it clear that I expect this repair to be carried out under warranty. He said that the engineer's report states an 'impact to the front of the case' causing damage to the optical zoom.
This is incredibly frustrating as the camera has been looked after impeccably, and it certainly hasn't been subject to any impact. Just one look at the camera would show you that. It is always kept in the case that we bought to go with it and has never been dropped. I'm sure some customers do try it on so I kind of understand the cynicism but surely with no signs of misuse (not even tiny scratches - it looks brand new!) and only 5 months into ownership, I should receive the benefit of the doubt?
The guy on the phone was polite enough and said that he is going to ask to see photos of my camera and speak to his manager about my case. He said he will call back on Tuesday (19 Jan). This is fair enough as he obviously can't help until he looks into it.
Reading other forums today, I'm scared that they're going to stick to their guns about this and I am going to be left with a faulty camera.
Really I think they should replace it and pay my postage costs for sending it back, but I think I would take a warranty repair now!
Does anyone have any advice on how I should deal with the phone call if I don't get the response I'm hoping for, and how I can escalate my dispute? Or any other comments about the situation in general?
Has anyone else come across a similar problem?
Many thanks in advance, I appreciate any help or advice.
I bought a Casio EX-Z85 digital camera for my wife's birthday in July 2009, for just over £100.
A couple of weeks ago, we noticed that the optical zoom control was sticking (not springing back to the centre after each operation). This was causing problems with both the zoom itself and the other controls (the zoom was effectively permanently 'depressed', stopping the use of all other buttons).
I contacted Casio and they requested that I send it to their repair centre to be assessed (a little bit annoying but I was expecting this). I have done this and today got an automated email with a PDF attachment quoting a repair cost of £73!!!
I called Casio and politely explained the history to the guy on the phone and made it clear that I expect this repair to be carried out under warranty. He said that the engineer's report states an 'impact to the front of the case' causing damage to the optical zoom.
This is incredibly frustrating as the camera has been looked after impeccably, and it certainly hasn't been subject to any impact. Just one look at the camera would show you that. It is always kept in the case that we bought to go with it and has never been dropped. I'm sure some customers do try it on so I kind of understand the cynicism but surely with no signs of misuse (not even tiny scratches - it looks brand new!) and only 5 months into ownership, I should receive the benefit of the doubt?
The guy on the phone was polite enough and said that he is going to ask to see photos of my camera and speak to his manager about my case. He said he will call back on Tuesday (19 Jan). This is fair enough as he obviously can't help until he looks into it.
Reading other forums today, I'm scared that they're going to stick to their guns about this and I am going to be left with a faulty camera.
Really I think they should replace it and pay my postage costs for sending it back, but I think I would take a warranty repair now!
Does anyone have any advice on how I should deal with the phone call if I don't get the response I'm hoping for, and how I can escalate my dispute? Or any other comments about the situation in general?
Has anyone else come across a similar problem?
Many thanks in advance, I appreciate any help or advice.
0
Comments
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Just waiting for Casio to call back, very nervous. The longer I have to wait, the more I'm getting wound up about the whole thing.
Any facts anyone can equip me with before they call?
Btw, forgot to say, item bought from Pixmania. Initially went through their repairs procedure online which instructed me to go directly to Casio. Should I not have done this?0 -
I would just stick to your guns when you do hear from them, but be prepared for them to give you the option of 'take it or leave it'. You might have to pay to get an independent engineer to confirm your version of events, so if you are absolutely certain then you could pursue it that way and offer proof that it wasn't wear and tear that caused the problem.
In terms of whether you did the right thing by bypassing Pixmania - technically the retailer is responsible, but given what I have read on here and experienced myself in dealing with them, you would probably just have had a longer wait to be told the same thing, so I wouldn't have thought contacting Casio direct would have worsened your position. However, if you still fail to reach a satisfactory resolution, then it might be worth going back to Pixmania and seeing if they will do anything more.0 -
Thanks this is really helpful.
I'm absolutely adamant that the camera has not been misused in anyway so I am not prepared to back down over this. If they do as you suggest and stick to their guns, what would you suggest as an appropriate next course of action? Should I ask for details of their internal complaints procedure, or take it to someone external?
Somebody told me that if defect arises within first 6 months then the burden of proof falls to retailer, but not sure if this has any bearing on my case as I went to manufacturer for repair (although I did contact retailer initially).
I know it's not loads of money but it is for me.0 -
Just spoken to Casio and they are sticking to their guns that there is a dent in the corner that can only have been caused by misuse. They are posting the photos to me.
My argument (which is the truth) is that the camera has not been dropped and that any damage must have been caused during normal use of the camera (hard to believe I know but I can't see any other explanation, unless it was always there but it just never manifested into a problem until now).
I can tell the guy doesn't believe me, but I'm not just writing off £100.
Accepting my version of events as the truth, how can I escalate this?0
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