Currys PC World refusing a replacement camera after 3 months despite law on my side!

Amanda

I bought a Canon 700D camera instore at Currys PC world just under 3 months ago which has developed an error (error code on screen) relating to a stuck shutter and won't now work.

My understanding of consumer rights legislation is that if brought back to store within 6 months, I have the right to choose replacement or repair. I asked for a replacement.

I took it back this morning but Currys PC World are insistent that their company policy states they must send it in for repair after 30 days.

Currys PC World seem to think their company policy overrules consumer rights and they are insisting on sending the camera in for repair.

I was very polite but stood my ground but left without resolution.

I could have bought the item cheaper elsewhere, but deliberately bought from them as It was fairly expensive, and I wanted the reassurance of a no-fuss service should things go wrong.

How wrong I was. The people in store told me they don't know the law, and can only go by customer policy.

Why do big companies in the UK act like this? In the USA, this kind of thing is sorted out simply, with great customer service. Here in the UK, these big companies just give us all the run around.

Any advice appreciated as I really need this camera working for the weekend.

Forwandert

You are right you have the right to request a replacement but unfortunately after a period of time where you are deemed to have accepted the goods Curry's PC world also have the right to refuse and offer an alternative solution if it would be too costly to replace the item. ie repair.

Amanda

Thanks for that. My understanding is that their solution should not cause me inconvenience. I need the camera for an event this weekend, therefore, the replacement would be more convenient than waiting months for a repair.

DoaM

If the event is business related (i.e. you're attending in the course of business) then you technically didn't even buy the camera as a consumer. So I'd be cautious about going down that route if this is the case.

Phone cameras are usually quite good these days, if you have a half-decent phone.

Amanda

It's not for business, purely domestic use.

DoaM

In which case a repair taking a couple of weeks would be reasonable. You cannot insist on a replacement simply because the fault has occurred so close to an event you are attending - you'll need to make other arrangements. (Hence my phone comment).

neilmcl

Amanda wrote: »

Thanks for that. My understanding is that their solution should not cause me inconvenience. I need the camera for an event this weekend, therefore, the replacement would be more convenient than waiting months for a repair.

I think you're missing the word "significant". What are you planning on using it for this weekend?

Amanda

A wedding.

Amanda

So despite the legislation saying that I have the right to a replacement or repair of my choosing, the retailer simply has to say it is cheaper for them to send it for repair and they get away with not having to replace?

I would suggest that Currys PC World would simply return the faulty camera to Canon for a credit and replace my camera from stock.

I believe this would be very cost-effective all round.

DonnySaver

Thanks for reminding me why I never buy anything from Currys PC World.

neilmcl

Amanda wrote: »

A wedding.

If you were there taking the official pictures then I suppose you could argue it would a significant inconvenience, however it could also be argued that this isn't exactly a "consumer" issue.

However, if you were just planning on taking your camera to takes pics as any other guest would then the inconvenience would not likely be classed as significant, particularly as you'll probably have an alternative method for capturing the day.