customer service issue, currys (sony camera)

frugal_fifer_2

hi folks

looking for some help here,

purchased a new Sony camera last xmas, its developed a fault - display doesnt work. took it (inc all packaging and receipt) back to Currys. They asked if it had been dropped, if it had i would be liable for any repairs. i advised it hadnt and was adamant that it hadnt. they sent it back to sony from referral.

they now advise that the fault is not there issue (implying i have dropped it??) and the repair is £117 on a £200 camera less than 1 year old!!

where so i go from here, i think the item is faulty, it hasnt been mistreated, and i think that it should be repaired by currys or sony

any advice??

many thanks

frugal_fifer

wealdroam

You need to get an independent report confirming that the fault is inherent.

I.e. that the fault was present at the time of sale and not due to 'user error'.

Have you read MSE's Consumer Rights article yet? There is some good stuff in there.

bod1467

If the fault develops (and is reported) more than 6 months after purchase then the consumer may be required to provide a report that confirms that the reason for the fault was due to an inherent fault with the item and is not due to mistreatment or wear and tear. It seems Currys have done this for you and got Sony to do the check, so your problem is that the manufacturer is (allegedly) saying that the fault was user-caused.

I would ask Currys to confirm the exact nature of the fault. If they can't (or won't) do so then ask for the camera back so you can get your own report done. In such a case Currys may invite you to pay for their report before they return the camera - did they advise you that sending it away for checking would be chargeable if a user-caused fault was found but no repair was authorised?

Esqui

What exactly is wrong with the screen? All white/black/colour, not lit up, or cracked?

frugal_fifer_2

Hi all

Currys didn't say if there would be any charge for the assessment, checking it independently may be a good shout

With regards to the display the best way to describe it is that it's become pixelated and you can't see anything that you are supposed to be taking a picture of. The camera is intact and the displays not cracked

Thanks

CoolHotCold

The issue is Sony themselves do the repairs I believe on just about everything Sony related, so Currys has fulfilled their end of the SoGA by taking the Camera off you and arranging for the repair, if Sony comeback and say it is user damage, Currys will take that as a expert opinion (and rightly so) and say that as per the SoGA (and warranty) it is caused by misuse and therefor not covered.

You can get your own independent report done and that would be my next step (also might be worthwhile posting pictures here as that'll help too of the screen). And while in just about every case Currys/PcWorld don't dispute independent reports if done by professionals/recognised companies, you might have to pursue it down the courts if Currys already have a independent report done by the very manufacture of the item.



Without more information I can't say what or how it'll end up, which is why photo's defiantly help the MSE members.