Fault with my expensive camera: complain to manufacturer or retailer?

redbeard2000

I bought an Olympus DSLR camera through an online retailer that provided me with an 18-month warranty, which expired in October 2009.

My camera has now developed a fault, it won't turn on with the switch is in the 'on' position. Instead, the 'on' switch needs placed in a tricky halfway position in order for the camera to turn on. Spinning the dial above it to change settings switches the camera back off.

Olympus have confirmed to me the retailer is within its rights to offer an 18-month warranty, although Olympus itself would have provided me with a 2-year warranty (in which case I would still be covered).

I therefore plan to complain that the goods were 'not fit for purpose' because it is reasonable to expect a £450 camera to last more than 2 years. Olympus have quoted me a £140 repair bill!

I'm just wondering what to do next. If I understand the Dept of Business site correctly, I should take this up with the retailer. The retailer's standard procedure is to provide a repair estimate if I return the goods with a £30. Do I complain now and see if they waive the repair bill? Any thoughts would be appreciated.

Esqui

You should indeed take it up with the retailer first - though be prepared for them to ask you to prove the fault was inherent to its manufacturing (i.e. not caused by accidents).

Failing that, if you paid with a credit card, the credit card company are equally liable. I don't know much about that though...but try the retailer first.

neilmcl

redbeard2000 wrote: »

Olympus have confirmed to me the retailer is within its rights to offer an 18-month warranty, although Olympus itself would have provided me with a 2-year warranty (in which case I would still be covered).

What do they mean "would have provided", don't you get the standard Olympus manufacturers warranty regardless, and as far as I'm aware this is 24 months. Contact Olympus again but this time don't mention anything about a retailer warranty and try to claim for the repair under their standard terms.

http://www.olympus.co.uk/consumer/208_1564.htm

redbeard2000

The Olympus T&C also state 'this warranty is valid only if the Warranty Certificate'. The retailer didn't provide me with a certificate, only their own 18-month guarantee (which has now been rolled back to 12 months).

I'll be emailing the retailer and argue that I expected the camera to last longer with no faults.

KeithP

redbeard2000 wrote: »

The Olympus T&C also state 'this warranty is valid only if the Warranty Certificate'. The retailer didn't provide me with a certificate...

But that sentence you quote goes on to say...

or other documents contain sufficient proof.

Furthermore, that document suggests that the 'other documents' might be...

the original invoice or the sales receipt (indicating the dealer´s name, the date of purchase and product type)

Equaliser123

Who is the retailer?

OlliesDad

Esqui wrote: »

You should indeed take it up with the retailer first - though be prepared for them to ask you to prove the fault was inherent to its manufacturing (i.e. not caused by accidents).

The item is only 4 months old, so the onus is on the retailer to prove it is not inherently faulty.

Esqui

OlliesDad wrote: »

The item is only 4 months old, so the onus is on the retailer to prove it is not inherently faulty.

No it's not, it's 22 months old. If it was 4 months, OP wouldn't be having trouble with the retailer!!

OlliesDad

Esqui wrote: »

No it's not, it's 22 months old. If it was 4 months, OP wouldn't be having trouble with the retailer!!

That's what was confusing me, i'm guessing it was a typo when the OP said October 2009.

KeithP

OlliesDad wrote: »

That's what was confusing me, i'm guessing it was a typo when the OP said October 2009.

Warranty expired in Oct 2009.

neilmcl

OP, as I said earlier your best bet is to contact the manufacturer about getting it sorted under the standard 24 month warranty, they should tell you there and then what documentation they'll require from you. Failing that you could also try taking it into a specialist camera shop such as Jessops or Jacobs who'll be able to deal with manufacturer warranty repairs. I'm assuming you do have some form of proof of purchase for the camera?