Manufacturer Guarantee - Refusing to repair

Poison877

RESOLVED THE COMPANY WITH PROCEED WITH THE GUARANTEE AKA FREE


Hi there and thank You for reading my post

I bought a Sony RX100 M 4 camera in December and I have sent it out to the manufacturer last week as it stopped working completely on its own without any notice.

The camera is in perfect cosmetic conditions apart from a tiny dent at the bottom which has been there for months but has never affected the operations of the camera.
I have been contacted today by Sony who said in order to repair the camera they want £200 as they think the camera has been damaged by accident.

I have disputed that saying no accidental damage has happened, but they are blaming the dent on the bottom of the camera.

What can I do ? Clearly, I don't want to pay £200 to repair a camera in guarantee but they don't seem to look past that dent.

I am supposed to get an e-mail from them tomorrow and I would like to be prepared on to what to answer and how I can stand my ground.

Anyone who can help , thank You very much :beer:

DoaM

Bought December ... dent has been there for months. Which is it? It's only been 3 months. Or did you mean December 2017?

Aylesbury_Duck

How was the dent caused? Can you prove the problem isn't a latent consequence of whatever impact the camera suffered? I think you're going to have a hard time winning this one.

Poison877

Sorry I mean Dec 2018

Poison877

Aylesbury_Duck wrote: »

How was the dent caused? Can you prove the problem isn't a latent consequence of whatever impact the camera suffered? I think you're going to have a hard time winning this one.

Not really , I don't know how I can possibly proove it.

This is the thing that is worrying me they are qualified engineer and can say whatever to me I don't know how to answer

Aylesbury_Duck

So what caused the damage?

Poison877

It stop working on its own

Aylesbury_Duck

I'll try again. What caused the dent?

Poison877

Sorry I am super slow to grasp how this forum works.

I had it strapped on my neck and banged on a table, but just to make it absolutely clear : the camera has worked since then , that is just a tiny cosmetic dent.

Aylesbury_Duck

I'm afraid it's going to be difficult. On the one hand they have a technician who presumably knows about cameras and their internal electronics. S/he can see a dent and deduces that at some point the camera was dropped or knocked, which is probably the reason for the failure (assuming they have found nothing obviously unrelated that was an inherent defect).

On the other hand, you are not a camera technician, admit you've banged the camera on a table but have deduced that the fault isn't yours. You've disputed their findings by saying no accidental damage has occurred but you've just told us it has!

You can see the problem. One way forward might be for you to pay for your own inspection and if that says that the failure is unrelated to the impact, you have something to go back to the manufacturer with.

Aylesbury_Duck

Poison877 wrote: »

Sorry I am super slow to grasp how this forum works.

I had it strapped on my neck and banged on a table, but just to make it absolutely clear : the camera has worked since then , that is just a tiny cosmetic dent.

You can't be absolutely clear that the dent is just cosmetic though. That's the point. Just because it worked for a while afterwards does not mean it wasn't damaged.

Ask them for a diagnosis of the fault if the email tomorrow doesn't include one.