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

elsien

Have you read any of the replies that you've had on here so far?

DonnySaver

I agree that Currys are dire at customer service

Amanda

Undervalued wrote: »

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.

Well an error code 30 comes up on screen saying the camera cannot be used. (The clue's in the word error).

Furthermore, Canon have confirmed this fault is not user fixable and a firmware upgrade will not address this so by calling Canon and quoting the error code, Currys PC World could have quickly established this is a faulty camera, not a user error.

Amanda

DonnySaver wrote: »

I agree that Currys are dire at customer service

The trouble is, they've got little competition in retail parks with the demise of Comet so they seem to have this arrogance with customer service issues.

Bogalot

elsien wrote: »

Have you read any of the replies that you've had on here so far?

I think red mist set in long ago!

Fosterdog

Amanda wrote: »

Well an error code 30 comes up on screen saying the camera cannot be used. (The clue's in the word error).

Furthermore, Canon have confirmed this fault is not user fixable and a firmware upgrade will not address this so by calling Canon and quoting the error code, Currys PC World could have quickly established this is a faulty camera, not a user error.

An error code can be caused by user error, quite easily. An error code just means that the camera knows that something is not working it doesn't know what caused it to fail. Just try putting a memory card in the wrong way and a camera will have an error code, it is a user caused error not a fault with the camera.

Undervalued

Amanda wrote: »

Well an error code 30 comes up on screen saying the camera cannot be used. (The clue's in the word error).

Furthermore, Canon have confirmed this fault is not user fixable and a firmware upgrade will not address this so by calling Canon and quoting the error code, Currys PC World could have quickly established this is a faulty camera, not a user error.

Even if that is so it still does not give you the legal right to an instant over the counter replacement in Currys. They are entitled to have it repaired.

You may not like that, maybe some other retailer would have been more accommodating but that does not change the legal position.

Amanda

Bogalot wrote: »

I think red mist set in long ago!

Actually, I'm calm. I'm not doing this in anger at all. I just want Currys PC World to do what is right.

A less-than 3 month old camera failing should not have to be sent away to be repaired.

If, as the law assumes, within 6 months that the fault is inherent, then, the company should replace the thing, not faff me about, pointing to 'company policy' on the back of the receipt, and stating to me that they have no knowledge of consumer law.

If they are in a customer-facing role, dealing with returns, they should bloody well know about consumer rights. It's their job.

Amanda

Fosterdog wrote: »

An error code can be caused by user error, quite easily. An error code just means that the camera knows that something is not working it doesn't know what caused it to fail. Just try putting a memory card in the wrong way and a camera will have an error code, it is a user caused error not a fault with the camera.

As stated, Canon have CONFIRMED a shutter sticking error, not a user error!

Bradden

Amanda wrote: »

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.

I'm not sure I agree with you.. you may think they are behaving badly but I can see nothing wrong with what they have offered you.

No do I believe that that have breached any of your statutory consumer rights.