Camcorder Repair Overcharge

McKneff

My daughter's boyfriend needs some advice. The other week he sent his Sony camcorder away to Sony Central repairs to be fixed.

He received a letter saying that it had arrived safely which included a price list of fixed-rate repairs. It stated that camcorders (any model beginning DCR) would be charged at £175.

A few days later Sony called him and told him that he would have to pay £465 in order to get his camera fixed. They said that his was classed as a professional unit and therefore would cost more to fix.

The model number of his camera is DCR VX2100, a highly specified camera, but not a professional one. He argued the point at the time, but due to needing to get it fixed quickly he begrudgingly paid the full professional price.

Since then he has reserached the Sony website. There are actually two sites. One consumer site and one professional one. He searched for his camera on both and it turns out of course that his camera is NOT professional, as it can only be found on the consumer site. He also rang Sony pretending to buy one, and they told him that the model in question is not professional.

He has written a complaint letter to try to get his £290 difference back, but after 3 weeks has heard nothing back.

Can anybody advise where to go next,as he feels very cheated by this chain of events.

thanks in advance.
annie

4743hudsonj

Legally, they seem to have done nothing wrong, they offered to repair for X amount and your daughters boyfriend accepted. They can charge him what they want TBF. I do not agree with these tactics, another strongly worded letter, maybe from yourself with more experience and informing the you are reporting these tactics to trading standards. At the end of the day though he could quite easily asked for the camera back and taken his business elsewhere. Not what you want to hear but i cant see anything legally wrong, just morally.

Laz123

I've had experience with the Sony repair people. They couldn't repair my camcord and repaid the £175. This looks like someone has misrepresented the repair costs.

If he thinks he has a good case for compensation he could sue them online. First send a recorded letter stating the facts and that if they don't respond with 10 days you will take them to the small claims court. It doesn't cost much and if you win they will get a CCJ against them which no company wants. If you lose you'll have to pay their costs. Courts are usually sympathetic to the individual: https://www.moneyclaim.gov.uk/csmco2/index.jsp

ALIBOBSY

Laz123 wrote: »

I've had experience with the Sony repair people. They couldn't repair my camcord and repaid the £175. This looks like someone has misrepresented the repair costs.

If he thinks he has a good case for compensation he could sue them online. First send a recorded letter stating the facts and that if they don't respond with 10 days you will take them to the small claims court. It doesn't cost much and if you win they will get a CCJ against them which no company wants. If you lose you'll have to pay their costs. Courts are usually sympathetic to the individual: https://www.moneyclaim.gov.uk/csmco2/index.jsp

Not true about the court costs, it is highly unusual for costs to be awarded in the smalls claims court, that is the point so that individuals can access the law without undue financial risk. However you would lose any court costs you paid out yourself.

ali x

McKneff

just an update.

He wrote to a 'higher up' and didnt have to resort to the formal letter and Sony have refunded him the £290 overcharge just today.

He has asked me to post an update and pass on his thanks.

Great site this eh......