PC World refuse to change camera

bubbles_bonbon

Hi All
Very briefly. I bought a camera on the 18th July 2014 from my local PC World.
Following the guide and charging up the battery I discovered that the LCD screen on the back of the camera was not working.

Unfortunately the following day at 06:30 I flew off on holiday so was not able to return the camera to the store until I returned on the 4th August 2014. I had managed to us the camera for a few holiday shots because it has a separate view finder and most tasks can be done looking through this.

When I returned the camera to the store I was informed that because I hadn't returned it within 48hrs they would not change it.
Hot happy with this I spoke to CAB who informed me that the law states that faulty items should be returned within a reasonable time.

The manager also informed me that he would take the camera back if I got an independent report from a camera repair company which stated that the camera may have been damaged in transit to the store. The reason for this is to enable him to claim the costs back from Panasonic.


Three questions.
Am I wrong to be angry about PC Worlds decision?

Considering I was away in Greece. Was two weeks to long a period to return the camera?

What now?

Many thanks

Bubbles BonBon

neilmcl

PC World and the CAB are correct that you have a reasonable time in which to reject a faulty item outright, after this then any potential remedy would be one of repair, replacement or refund (partial). So in this instance PC World can offer a repair instead.

One thing they are talking rubbish about is the need for you to get report. You need to remind them that within 6 months the onus is on the retailer, not you, to prove the item is not faulty.

bubbles_bonbon

Thanks Neilmcl
The store manager told me that because the fault seems to have been caused by impact or crushing he will not repair the camera.
This was obviously done in the warehouse or by their delivery man but because I didn't return the camera within their 48hr its simply bad luck.

unholyangel

bubbles_bonbon wrote: »

Thanks Neilmcl
The store manager told me that because the fault seems to have been caused by impact or crushing he will not repair the camera.
This was obviously done in the warehouse or by their delivery man but because I didn't return the camera within their 48hr its simply bad luck.

48 hours wouldnt hold up in court.

In law, you have a reasonable time to reject the goods. Whats reasonable depends on the circumstances. Legislation is supposed to be updated giving a minimum 30 days (not in force yet).

However, I do have a few questions. The manager says damage was impact/crushing....I presume the camera is physically damaged?

bubbles_bonbon

Hi Unholyangel and thanks

The LCD screen is not working on the backside of the camera. The manager has told me that the damage has been caused by impact or crushing.
There are no marks dents or scratches on the camera. I did point out that there was a small dent on the packaging but he said that this had nothing to do with it.

unholyangel

bubbles_bonbon wrote: »

Hi Unholyangel and thanks

The LCD screen is not working on the backside of the camera. The manager has told me that the damage has been caused by impact or crushing.
There are no marks dents or scratches on the camera. I did point out that there was a small dent on the packaging but he said that this had nothing to do with it.

Did he say what lead him to the conclusion it had suffered physical damage despite not showing any signs of physical damage?

bubbles_bonbon

When you switch the camera on the entire screen shows a star type of effect. He said that this was typical of impact or crushing and happened all the time to all types of LCD screens.

bubbles_bonbon

Just to quickly add to this. I am not asking for my money back, I simply want what I paid for. A fully functioning camera.

tinkerbell28

Hmm I'm seeing what the store is saying here. That does sound like an LCD which has had an impact.

So from their point of view a camera has been dropped/crushed at any point between transit to store or on your holiday.

Why didn't you fire off a quick email to customer services to explain that you'd be returning it when back in the country? I 100% would've done and wouldn't of taken it on holiday either.

I think you'll struggle to get your money back. It just looks like a "damaged my new camera on holiday story".

It will all come down to how far you want to take it and of you're willing to chance your arm in court if they don't budge.

Jim_Jupiter

It's faulty. It's within 6 months of purchase date. Therefore as mentioned the onus is on the retailer to prove the fault was caused by you. If they can't, and the fault is deemed inherent, by law they'll repair, refund or replace your camera (you can request which you'd prefer, but ultimately it's the shop's decision).

CoolHotCold

I do believe that you/them have not explained it fully.

Within 21/28 days you can return a faulty item to the store for a refund or exchange, outside of that it's usually a repair on cameras over £70.

The 48 hour is for physical/accidental damage, the reason being that usually people don't buy something for themselves and wait for 2 days before opening the item.


The manager has looked at the fault and in his opinion the fault is outside of normal warranty (accidental damage) and said that if it was doing it from purchase you should have either phoned up or emailed and said or returned the camera within 48 hours.


From PcWorlds point of view you've had the camera for two weeks and this is the first time you've informed them of any fault, and to the manager it is consistent with accidental damage.


Its a issue, they can still send it away to Panasonic repair agents to determine if the fault is inherent or accidental, however you will be left to foot the inspection and return costs if they do deem it accidental/outside manufacturers guarantee.