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

neilmcl

Amanda wrote: »

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.

They're not, they're "hiding" behind the law.

neilmcl

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.

Everyone agrees there's a fault but the issue is what has caused it.

Amanda wrote: »

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

Have they though. As above, just because there's a fault doesn't mean it wasn't caused by the user, via accidental damage etc.

Fosterdog

Amanda wrote: »

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

And as already stated, twice now, yes they have confirmed a fault and that said fault is with the shutter, they have not however confirmed what caused the fault. Until the camera is in their possession they have no way of knowing what caused it. Even if they said to you they don't think it's user error they cannot be 100% until they have it to asses. Shutter errors/faults are very common with cameras it is a delicate part, but as I've already said they very rarely fail without some sort of knock, bump, drop or ingress of dust (or anything else). That's not to say it's impossible for it to fail as an inherent fault just not very common at all.

Amanda

Bogalot wrote: »

You keep confusing consumer rights (your legal entitlement) and what you think is right. Do you acknowledge that your expectations go beyond your legal rights?

Even if I was legally not entitled to a replacement (which I maintain I probably am), Currys PC World should have done the right thing.

Marks and Spencer do not have to exchange goods for a change of mind, but for great customer service, they choose to do so.

Currys PC World could have given great customer service in this case, and I'd probably be on the praise board shouting about how well they had served me today. Instead, I'm highlighting that all this rubbish about valuing their customers is just words, not actions.

Fosterdog

Currys also offer a generous change of mind policy that they don't legally have to so a bit of a ridiculous comparison to make to M&S

neilmcl

Amanda wrote: »

They had the chance of honey when I went in and politely asked for an exchange. They then invoked what appears to be a well rehearsed closing of ranks, stating company policy, blah blah, all designed to make me accept a lesser result.

The result needed was an exchange, not a repair.

They could very easily have done this, they chose to send me away, expecting me to stay silent and to cause them no inconvenience.

Well, I am not going away, I will get an exchange. It's just a matter of how much bad publicity they want until they replace my camera.

I can go on for months, believe me!

I'm sure they can handle it. BTW, I thought you wanted your resolution by the weekend.

Amanda

neilmcl wrote: »

Everyone agrees there's a fault but the issue is what has caused it.

Have they though. As above, just because there's a fault doesn't mean it wasn't caused by the user, via accidental damage etc.

Within 6 months, consumer law deems the fault to be inherent.

By the way, the camera has been carefully stored in a huge padded camera bag with extra protection added. It has never had a knock or a bump since I have had it and it is treated with the utmost care at all times.

It's an inherent fault and the retailer should replace this camera.

neilmcl

Amanda wrote: »

Even if I was legally not entitled to a replacement (which I maintain I probably am), Currys PC World should have done the right thing.

Marks and Spencer do not have to exchange goods for a change of mind, but for great customer service, they choose to do so.

Currys PC World could have given great customer service in this case, and I'd probably be on the praise board shouting about how well they had served me today. Instead, I'm highlighting that all this rubbish about valuing their customers is just words, not actions.

Then please by all means show us the legislation that states this, because the rest of us need educating clearly.

Amanda

neilmcl wrote: »

I'm sure they can handle it. BTW, I thought you wanted your resolution by the weekend.

Shows how little faith I have in getting Currys PC World to get this sorted out for the weekend.

If they don't, I'll dig in for the long term.

Oakdene

FWIW there are numerous threads online about this fault & very simple solutions, a quick google search of 'error code 30 canon camera' will sort it for you.