canon G10

The_happy_snapper

Hello,
I have joined the forum to ask for advice from anyone out there who can help.

Two and a half years ago my husband bought me a Canon G!0 camera.
Not long after I got it, I spotted a scratch on the front of the lens, I assumed I must have done it though I couldn't work out how as there is an automatic inbuilt lens cover.
As time went on more and more scratches appeared, always in the same place and always vertical, closer inspection showed that the scratches are quite obviously caused by the automatic metal lens cover. This seemed to me to be a fault with the camera so out of curiosity, I googled G10 lens scratches and bingo, the web is full of stories on forums about this fault going back as far as the G8 and the fact that Canon refuse to recognise the fault.

In my case my husband e-mailed Canon customer services to see what they had to say, they refused to enter into any discussion whatsoever about the problem. They said they wouldn't discuss it until we had a report on the camera from an authorised Canon repair centre, this seemed a bit pointless but my husband spoke to the repair centre and without hesitation he rhymed off the exact repair needed and the price to have it repaired, my husband stated that he was obviously used to doing this exact repair and should we pay the £200 fee, would the problem recurr to which he replied that as an authorised Canon repair centre, he really couldn't say much.
Today we received a one line report on the camera from the repair centre saying that they cannot say how the scratches occurred, suprise suprise.

Reading about other's experiences online, it seems some people have attempted to prove to Canon this is a fault by using the evidence on camera forums, however Canon refuse to accept web evidence as proof of this fault which seems well known in the industry.

Tomorrow we will contact Trading Standards because we feel that canon are contravening the sale of goods act by selling a camera not fit for purpose but we don't hold out much hope in succeeding where others have failed, how can we beat a company as big as Canon.

I feel it needs someone like Martin to take this on, does he ever read the forum?

I am so sorry that this is such a long post and offer my thanks to anyone who has made it to the end and I would be grateful for any advice or comments.

howardhewitt

I feel it needs someone like Martin to take this on, does he ever read the forum?

There must be many incidences, where the manufacturer has produced a substandard product. I believe it would be impossible for Martin to get directly involved in all such cases.

Also, I believe that if Martin did get involved, the best result we could achieve is to publicly shame Canon.

Nevertheless, the registered company address for Canon is:

Name & Registered Office:
CANON (UK) LIMITED
WOODHATCH
REIGATE
SURREY
RH2 8BF
Company No. 01264300

It is worth to write a formal letter of complaint to the above address. It sounds like you are not going to get a satisfactory response, however you can only try.

PLEASE REMEMBER - the retailer is responsible for rectifying the problem with your camera and not Canon.

You must contact the retailer and explain the situation to them. Also, you should state the remedy that you are seeking. Let us know if retailer is prepared to do anything to help you. If retailer does not accept any responsibility, write a formal letter of complaint. If a letter of complaint does not help and the retailer is not prepared to budge, follow up with a letter before action.

I believe that if you feel up to the challenge a Claim through the Small Claims Court could be a possibility. That is if you are looking for monetary compensation. Bear in mind that this could be a long drawn out process and you are not guaranteed to win in the end.

shaun_from_Africa

but we don't hold out much hope in succeeding where others have failed, how can we beat a company as big as Canon.

If you can prove that the problem is due to faulty design or manufacture then you don't have to take on Canon (unless the camera was purchased directly from them).
It is the retailer who is responsible so any action should be against them.

howardhewitt

The happy snapper - could you please tell me if the scratches have in anyway affected camera functionality?

I do not know how much your model is worth, however most G10 models are in the range of £300 - £1000. This is a significant amount of money and you would expect such a product to last a reasonable amount of time.

I assume that you got some use out of the camera, therefore if you decide to go through the Small Claims Court you will not be able to claim back the full cost of your camera. However, if the camera cost you say £600 and you used it without any problems for one year, a reasonable person would assume that you should be entitled to £400.

So based on the assumption that you are claiming £400 from the retailer - to start a Small Claims Court Claim you would have to pay a £50 fee to the Court. This is easy to do and can be done online. This fee is then added to the total sum that you are claiming (£400 in this case) and should you win the Claim the other side will have to pay £450 to you. There will be additional fees you will have to pay the Court in order to proceed further with your Claim - but once again should you win all the additional fees will be added to the total sum that you are claiming.

howardhewitt

Finally, even if you do loose your Small Claims Court Claim you are NOT required to pay for any legal fees which the other side incurred. This is true as long as you behaved in a reasonable manner and had valid reason to bring about the Claim against the retailer.

NeverEnough

We've had a number of Canon G-series cameras in the family since the early days of the G2.....we currently have a G10 and a G11 and I'm afraid that while I'll always champion against big companies for inherent faults and failures of expensive goods like the G cameras, in this case I certainly don't recognise these scratches caused by the lens cover to which you are referring. Our G series cameras are well used and much loved and produce excellent pics - they are built like tanks, the quality is excellent and the optics are really really good. I sold a G7 a while ago as we replaced it and the buyer collected it in person - despite a lot of use it still looked new and the optics were unmarked. Perhaps there was some other issue causing the scratches, but an independent report should be able to pinpoint the probable cause of the lens damage, as the cover is built-in and it will be easy for a specialist to be able to prove faulty engineering.

Either way, it is the retailer from whom you purchased the camera who you should approach under the Sale of Goods Act, not Canon, unless it was purchased directly from them (manufacturer) - these cameras are built to last many years, not just a matter or months.

howardhewitt

Perhaps there was some other issue causing the scratches, but an independent report should be able to pinpoint the probable cause of the lens damage, as the cover is built-in and it will be easy for a specialist to be able to prove faulty engineering.

Furthermore, in you communication with the retailer you can mention that any costs associated with obtaining an independent report from a specialist will be passed on to them.

The_happy_snapper

Howard, thank you so much for your time, yes the scratches are indeed causing flare now and I feel I need either a permanent repair or a new camera without this fault. The scratches on my camera are identical to all the other photos of G10 lens scratches posted on the web. I think an independant report seems a good way forward and will definately consider the small claims court before I give up. I have never made a complaint like this before but in this instance I truly believe this model of camera has a well documented fault which Canon refuse to recognise.
I do take your point about Martin.

Shaun,
Thank you, I will look into that,he bought the camera from one of the big camera online shops and the receipt will take a bit of tracking down after 2 and half years but it seems it must be done!

Never Enough,
I couldn't agree more, I love my G10, it's everything you say and more and after 2 and a half years of use, mine is still like new other than the lens scratches, it has been loved and very well cared for. There is not another single scratch on it elsewhere. This is the one of the main reasons for my distress, I don't want any other type of camera, I just want my G10 without the scratching issue but from what I have read, a repair seems a gamble now though you do give me hope.
My husband has very good Canon SLR cameras and equipment which is why we are both dismayed at Canon's attitude over this issue.
However I hope you continue to enjoy yours and you remain delighted with them.

Thank you all once again, I will print out your replies and study them again carefully.

howardhewitt

Dear The happy snapper,

I shall be very glad to help you further if you decide to request either repair/replacement/refund from the retailer.

If you require templates of the following documents:

1. Formal letter of complaint

2. Letter before action

3. Application for a Claim through the Small Claims Court

Please post a message here or send me a personal message.

You will receive a prompt reply on here from me if you need any assistance.

The_happy_snapper

That's very much appreciated Howard.