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

Amanda

I just rang Currys PC World's consumer line and it laughably sends you through numerous options until you get to inputting the make of camera via the telephone keypad, and, guess what, you get put through to Canon!

Talk about passing the buck!

That's no good to me so I'm going to try again!

DonnySaver

You tried ranting at them on Social Media yet (Twitter/Facebook) ?

Amanda

DonnySaver wrote: »

You tried ranting at them on Social Media yet (Twitter/Facebook) ?

That's my next phase. I'll give them 24 hours to put things right then I'll start on the social media shaming.:)

Fosterdog

I love it when people get themselves so worked up trying to force rights that don't exist and end up wasting way more time, effort and money on an issue than if they just went with the perfectly legal and standard process to begin with.

OP you are on a hiding to nothing, they are legally allowed one attempt at a repair, you are only inconveniencing yourself by not allowing them to do that. All this is even assuming the camera is inherently faulty, as a photographer I can honestly say it's not often you get shutter problems in dslrs unless there has been a knock, drop, bump or something has got inside while the lens or cap have been off so even if you wanted to take this to court the camera would have to be assessed to find out the cause of the fault. It's only because it is less than six months old it will be assumed inherent unless they can prove otherwise, outside that it would be up to you to prove that it is inherent causing you even more problems and inconvienience.

Undervalued

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

Did you actually want advice or did you just want people to agree with you?

Yes you may be able to stamp your (virtual) feet and browbeat them into doing what you want but that doesn't mean that you are, legally, in the right.

Several people have given you advice to that effect but you seem to be totally ignoring it.

Fosterdog

Oh and for what it's worth as a Canon user myself they have a really quick turnaround on repairs, if you get it to Currys today and they can get the repair booked today (maybe tomorrow as the day is getting on) it should be collected by courier within 48 hours and they usually only take a few days max on a repair before getting it back out to you. The longest I've had one away with them was a week and a half and that was waiting for a part, I've generally had them back in five to seven days.

Undervalued

Fosterdog wrote: »

I love it when people get themselves so worked up trying to force rights that don't exist and end up wasting way more time, effort and money on an issue than if they just went with the perfectly legal and standard process to begin with.

OP you are on a hiding to nothing, they are legally allowed one attempt at a repair, you are only inconveniencing yourself by not allowing them to do that. All this is even assuming the camera is inherently faulty, as a photographer I can honestly say it's not often you get shutter problems in dslrs unless there has been a knock, drop, bump or something has got inside while the lens or cap have been off so even if you wanted to take this to court the camera would have to be assessed to find out the cause of the fault. It's only because it is less than six months old it will be assumed inherent unless they can prove otherwise, outside that it would be up to you to prove that it is inherent causing you even more problems and inconvienience.

Quite!

A very substantial proportion of high tech goods returned as "faulty" have nothing wrong with them at all. So it is not in any way unreasonable for a retailer to want to seek an expert opinion, generally from the manufacturer or official importer.

suki1964

When will people stop buying at PC world/ Currys

They aren't even cheap

They never have stock

They are late delivering

And the CS is dire


Wouldn't touch them with a barge pole

Bogalot

Amanda wrote: »

That's my next phase. I'll give them 24 hours to put things right then I'll start on the social media shaming.:)

Well the social media shaming isn't going well so far, given that nobody agrees with you.

Did you even bother to speak to Canon. They may have been able to offer a RMA code, which if you'd given that to Currys they would have then given an exchange. But there's no way you're going to get that until you calm down.

Amanda

Yes, it's taking up my time. I expected a quick resolution. They should have simply exchanged the camera this morning. They chose to fight this so I've chosen to fight back. They are not going to hide behind their company policy in this case.

This is all poor publicity for Currys PC World. They had the chance to solve my issue, they decided to fob me off.

OK, so I'm now going to devote some hours to getting them to replace this faulty camera. I don't really have the time to do this but I want this issue to be put into the public domain so people can see just how poor the customer care is from this company.

I'm going to call their head office again to hopefully speak to a person, then I'm going to ask them to authorise an in-store replacement.

If they continue to deny me this, I will continue to publicise their lack of customer support.

Again, they could have done the right thing and replaced the camera without fuss today. This would have been time and cost efficient all round for all parties.