CASIO- Upset and furious -what next?

smiley64

:mad: :mad: :mad:

In August 2007, I purchased a Casio Exlim Camera off Amazon (well my daughter did with Birthday money from us, after reading lots of reviews). In early September 2008, this stopped working just overnight, and when the camera was turned on the screen would simply flash up with "lens error".

Having then googled it, this seems to be a very common problem. I then contacted Amazon, who told me to contact Casio directly. Fair enough, I thought and proceeded to do this, ensuring I did the procedure completely correctly, and forking out on the best recommended postage (around £7/8 I think)

I then recieved an e-mail from Casio on the 7th October confirming receipt of the camera. A few days later I recieved an e-mail with an estimate of £80 (!!!) to repair the camera (it had only cause around £99 to begin with!)
I was given the option to reject or accept this estimate, I rejected obviously as the item was still under warrenty.

However, over a week later and no futher reply from them, I then logged in to their website to track the item, and realised its status was still "Awaiting confirmation of Estimate" or something similar. I then attempted to reject the estimate online, multiple times, but each time was told "An Unexpected Error has Occured"

Since then I have sent numerous e-mails to Casio, none of which they have replied to.
I then finally managed to contact them via phone today, and the man I spoke to, stated that "the camera was damaged, and it is therefore your fault. They then went on to insist it was clearly damaged on the exterior (it wasn't) and that the fault was nothing to do with then.

I then asked to speak to a supervisor, who echoed the same thing. I then asked to speak to his supervisor, who I am due to recieve a phone call from tomorrow.

However, shortly after the phonecall ended I recieved the following e-mail from the first person we spoke to on the phone:


Thanks for the email

Unfortunately we will not be able to repair your item under warranty due to your item having damages causing it to fail, from what i have read in your email i see you would like us to reject the estimate, i will do that for you now and you should receive your item back from us as soon as possible.

Kind Regards
****** *****

The camera was in perfect external condition when it was sent off, and had not been dropped.
My daughter is heartbroken, as it was one of her favourite possessions, which she has been without for almost 2 months now, and so has missed out on lots of photos. She can't stop crying, and doesn't have the money to replace it at the moment.
We can't really spare the money either, although possibly at a push for a Christmas present, but that is besides the point, as the camera was within warrenty, and was not damaged by us.

Please help, we just really don't know what to do now

smiley64

£$&*"($£&(

This problem can occur if it gets accidentally switched on while in the case. We had the same problem with a Fuji camera which is also often mentioned on the internet. The lens would only partly extend when the camera was switched on. It was easily cure by very gently pulling a twisting the lens until it was fully extended. It has worked fine since. I don't know if this would work with a Casio - it certainly seems to be an often reported problem which Casio really should acknowledge.

pinkshoes

I would certainly be taking this up to a higher level with Casio, as this is appauling customer service, especially for something that appears to be a common problem.

Doing a quick google, I find many links to complaints about Casio's poor customer service...

I would try writing to them with an official complaint, and send the letter recorded delivery.

smiley64

Thanks for the advice!