Jessops camera repair warranty cancelled

newtoitall

Sorry for the life story but here goes...

I purchased cannon 550d last year and took out the 3 year extra cover with domestic & general in the Jessops store. This was added to my total cost for the camera.

I moved house and a few months ago rang the d&g helpline as my camera had a scratch on the lense. They told me that the warranty had been cancelled last year within a few days of it being activated.

I explained I had had no such confirmation or any refund.

Rang Jessops and they said just bring the camera in and they would sort it out as they had had no information about it being cancelled.

I took it in and was told it would be back within 3 weeks.

3 weeks later I chased up on the progress and was told by the Jessops store that the camera had been held at the repairers because the warranty had been cancelled. It would cost me around £40 to fix. I said just send it back as I wanted to know why my extended warranty had not been refunded and did not want to pay any more.

That was 2 weeks ago. I have just rang Jessops asking where my camera is and they said it doesn't say on the system. I was told to ring the customer liasion department tomorrow and "they will sort it out".

Firstly who should be refunding my 3 year warranty (£104) and how do I get my camera back.

Thanks.

The_Pedant

1. How did you pay for the extended warranty?
- If you can show evidence of they payment, then surely it is up to someone to show satisfactorily that the policy was cancelled (and that a refund has been made to yourself)

2. If the policy was cancelled, then ask for proof of that.

To me the fact that you paid for a policy & then have had no notification of cancellation implies that a contract for the said policy should still be enforceable. If they say the policy was cancelled then it would be up to them to provide satisfactory evidence to show that
a) why it was cencelled, and/or
b) it was yourself who cancelled it, and
b) that you have been refunded appropriately.

Without the above I would expect them to repair the camera, as they were contractually obliged to.

Might be time for the recorded delivery letter clearly pointing out the key points (and details of the policy you had) and inviting them to repair the item to avoid the matter being taken further.

newtoitall

Thanks.

I used my debit card. It was when I bought the camera that they asked if I wanted to take out the warranty so it was added to the cost of buying the camera and included as a repair plan on the sales receipt.

Domestic and General say it was cancelled and is down to Jessops to refund me. Jessops say its Domestic and General to refund and the policy could only have been cancelled in store.

I have checked all my bank statements since the debit went out lasy year for the purchase. I have never had any refund back.

redped

+1 for what the Pedant said.

You're in a strong position - you can prove that you paid for the extended warranty, and it's up to Jessops (who you paid for the warranty) to prove when & why it was cancelled.

deanos

Maybe the sales guy did a crafty and cancelled the policy and kept the money

The_Pedant

Maybe the sales guy did a crafty and cancelled the policy and kept the money

The thought did cross my mind. Might be worth sending a copy of any letter to head office too ;-)