Canon faulty printer - warranty issues

bitsnbytes

I had purchased a Canon MX340 printer in November 2010 and the printer went faulty around August 2011 (the scanner function stopped working) at which point it was under warranty. I was desperately trying to contact Canon support to get this repaired under warranty but each kept passing me on to another support centre which even included outside of UK. Surprisingly none of these centres seemed to support this model.

So finally after a couple of months of chasing and numerous emails, I finally get put through a support centre who admitted to supporting this model and said they would create an RMA. Only to my horror, I had to pay carriage charges which would be around £22 quid for insured delivery :eek: At which point I told them I'd rather purchase a new printer and chuck this one. More emails to canon and numerous calls later they finally said on this occasion because of goodwill they would incur the carriage costs . At this point it was already past November which took it out of the warranty period. But they repaired the printer anyway and sent it back

I hooked this printer up and it worked fine for a couple of days, the issue reported was fixed but it now had a new even more annoying issue which rendered the printer useless. Now Canon won't even respond to any of my emails. No one seems to want to support this printer :mad:

I'm never buying a canon printer in my life, but my question is do I have any rights. I may sound cheap but the printer was quite expensive and the Canon's customer support (or lack of) makes me want to chase this and make them realise they can't take customers for granted. Is there any number I can call and complain to? Any action I can take? There has to be something I can do surely

santer_2

The Managing Director is Hasse Iwarsson, though he may not get to see any e-mail you send, it should be passed on to someone else at their head office

[EMAIL="hasse_iwarsson@cuk.canon.co.uk"]hasse_iwarsson@cuk.canon.co.uk[/EMAIL]

Tips from CEO e-mail addresses

The Chief Executive Officers (CEOs) of companies are people, like you and me, who will respond to you depending on the content and tone of your e-mail. So, here are some hints and tips which should help to get a satisfactory reply:

• Be polite
• Keep the information concise and to the point
• Include customer reference numbers or invoice numbers, if applicable; Include a brief history of the issue, if applicable
• Do not accept being passed back to "Customer Services"
• Explain clearly what you want as a solution or outcome

Hintza

£25 + P+P for a refurbished one.

bitsnbytes

That is really useful information santer, thanks a lot. I'll send him an email for sure with your points in mind
Thanks again

bitsnbytes

I've sent an email to the address provided by santer keeping his points in mind. Hopefully I should get a response

bitsnbytes

Received a response from Hasse Iwarsson reading

I have referred this matter to our Customer Service department in Elstree, as they are best placed to investigate and resolve your complaint. The matter will also be elevated to the Legal Department as and if appropriate. I am very sorry that you felt it necessary to complain directly to me. However, I am confident that the customer service team will take all necessary steps to resolve your complaint as quickly as possible.

Please be assured that I will be kept informed regarding the progress and final resolution to your complaint.

Thank you for bringing this matter to my attention as customer feedback is extremely important to Canon in order t hat we may continually improve our service and support to all customers

I'm surprised at receiving a response so quickly, is there any next steps I should take? Should I wait for customer services to contact me?

yangptangkipperbang

Why did you get involved with Canon in the first place ? If you bought it in the UK, your contract is with the retailer - most stuff comes with a 12 month retailer guarantee.

visidigi

yangptangkipperbang wrote: »

Why did you get involved with Canon in the first place ? If you bought it in the UK, your contract is with the retailer - most stuff comes with a 12 month retailer guarantee.

a what? never heard of one of them...

santer_2

Would the shop arrange a free repair with an out of warranty item?

yangptangkipperbang

visidigi wrote: »

a what? never heard of one of them...

.......in that case you shouldn't be allowed out on your own..............

Hermione_Granger

visidigi wrote: »

a what? never heard of one of them...

Just because you've never heard of something doesn't mean that it doesn't exist.

Argos

If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund

PCWorld

Most products come with at least a 1 year guarantee, so if your product develops a fault after 21 days and within the remaining guarantee period we will firstly offer you a prompt repair service. If a repair service isn’t available for your product will offer you a suitable replacement.

Comet.

Should your product become faulty all our electrical products come with a minimum 12 month manufacturer's guarantee and we will repair it for free. If we can't repair it for any reason we will give you an alternative product instead.

Tesco

Electrical products are guaranteed for 1 year. Please return electrical products to your local Superstore or Extra with proof of purchase for a refund, exchange or repair.

Etc
Etc