Amazon cop-out !

moonrakerz

I bought a Canon printer from Amazon earlier this year, it now refuses to feed the paper through. I e-mailed Amazon and asked them what they were going to do about it - this was the reply !

"Dear Mr *******,

Thank you for contacting Amazon.co.uk.

Unfortunately, due to the fact that Canon have the warranty for this item, we are unable to refund, or replace, the item. However, we are able to offer you 20% of the price you paid for the item on receipt of the repair bill. I would advise you to go back to Canon first, to attempt to obtain a replacement item, or refund.

Thank you for choosing Amazon.co.uk.

Please let us know if this e-mail answered your question:"


I haven't had a reply yet to my second e-mail, in which I pointed out who was responsible for the item - and it isn't Canon !

A bit disappointing to see Amazon trying this trick.

Halloway

Have you tried speaking to/contacting Canon? You may find that that is the more expedient way forward. I agree with you that as the retailer, Amazon has a responsibility to sort out the issue but I think it would be worth contacting Canon and if that doesn't work out then let us know.

The thing to understand is that Amazon would probably not replace the printer at this stage, rather they would simply send it on to Canon for inspection and repair. You will probably save time in the long run by returning it to Canon who (presumably) have a reasonably well-run returns operation.

moonrakerz

Halloway wrote: »

Have you tried speaking to/contacting Canon?

I have, twice; their people appear to be based in Bombay - sorry, Mumbai, on both occasions I repeated at length what the problem was, was asked to hold and was then cut off !

It would probably "save time in the long run" if I threw the printer away and bought a new one - but it annoys me that Amazon are trying the old back-street trader routine of "nothing to do with me Guv, try the bloke who made it !"

asharon

Amazon used to be really good in this regard, but since they now feel they are number one they no longer feel such a pressing need for excellent customer service.

moonrakerz

Second e-mail from Amazon:

"Dear Customer,

Thank you again for contacting us at Amazon.co.uk.

We understand that you have been severely inconvenienced due to the item "Canon PIXMA MP 210 Photo Printer".

As stated in our previous e-mails, please note that according to our current returns policies we can still offer you one the following two options;

We would be able to offer you a straight 10% off on item price (3.50 GBP) which should enable you to get the item repaired. The money would be refunded directly to the card you used for the original order.

Alternatively, if you wish to get the item repaired first we would be willing to cover any expenses you may incur for such a service up to the value of 7.00 GBP with a receipt detailing the cost as proof.

You can send the repair receipt information by fax to:

Fax: Free Fax - 0800 4961083(UK Only)

For ease of processing and to ensure a timely response, please write your e-mail address clearly at the top of the fax.

Please let us know your preferred option by responding to this email via the following link:

http://www.amazon.co.uk/email

If you would prefer to contact us by telephone, Customer Service can be reached from Monday to Saturday, between 8am and 6pm on:

Phone: 0800 279 6620 (from within the UK)
+44 20 8636 9451 (outside the UK)
Fax: 0800 279 6630 (from within the UK)
+44 20 8636 9401 (outside the UK)

We look forward to hearing from you and, again, we are sorry for any inconvenience caused. Thank you for choosing Amazon.co.uk.

Please let us know if this e-mail answered your question:"



What planet are they living on ? get a printer repaired for £3.50 or even "up to" £7 !!

I have now written to the MD.

Halloway

moonrakerz wrote: »

Second e-mail from Amazon:

As stated in our previous e-mails, please note that according to our current returns policies we can still offer you one the following two options;

We would be able to offer you a straight 10% off on item price (3.50 GBP) which should enable you to get the item repaired. The money would be refunded directly to the card you used for the original order.

Alternatively, if you wish to get the item repaired first we would be willing to cover any expenses you may incur for such a service up to the value of 7.00 GBP with a receipt detailing the cost as proof.

What planet are they living on ? get a printer repaired for £3.50 or even "up to" £7 !!

That's so ridiculous as to be funny, although I imagine you aren't laughing too hard right now. Sadly, yet another previously-decent online retailer seems to have gone down the pan.

If you aren't willing to pursue Canon, I'd have a word with Trading Standards about this.

moonrakerz

Halloway wrote: »

That's so ridiculous as to be funny, although I imagine you aren't laughing too hard right now. Sadly, yet another previously-decent online retailer seems to have gone down the pan.

If you aren't willing to pursue Canon, I'd have a word with Trading Standards about this.

I have no intention of chasing Canon - they have every right to tell me to **** *** !

I have now written to the MD of Amazon, if I don't get a suitable response - it's off to Trading Standards at Slough. Hey - ho !

moneysaver_77

Somebody correct me if I'm wrong, but as you got the item from Amazon your contact is with them and not Canon. I think you should strongly make this point to them. I assume the product is still under warrenty?

DCFC79

moneysaver_77 wrote: »

Somebody correct me if I'm wrong, but as you got the item from Amazon your contact is with them and not Canon. I think you should strongly make this point to them. I assume the product is still under warrenty?

yes your right the contract is with the retailer eg amazon but the OP has tried to get a response from them but they're washing they're hands of it

moonrakerz

I have made this point to them - twice ! I have now made it to the MD, in writing.

Watch this space.

Pound

I'm guessing the item is over 6 months old? If so, Amazon don't have to offer a replacement or repair unless you can prove the item was faulty at time of purchase.