Expensive Panasonic Camera from John Lewis broke for the 3rd time - Still in warranty.

prop

Hi
We bought an Expensive Panasonic Camera from John Lewis that is still in the 12 month warranty, we used a credit card for the purchase..
It has already been for repair to Panasonic 2 times with different symptoms and has failed again with the same symptoms as the first failure (lens stuck out)

We do not want another repair, we would prefer a replacement camera, is this something we can insist on or is it up the the good will of John Lewis?

TIA.

Paul

shiraz99

Yes, you can insist on another remedy. Your statutory consumer rights state that the seller is allowed a single attempt at a repair after which they must offer an alternative, either replacement or refund.

screech_78

shiraz99 said:

Yes, you can insist on another remedy. Your statutory consumer rights state that the seller is allowed a single attempt at a repair after which they must offer an alternative, either replacement or refund.

I don’t think this is necessarily true. If the customer exercises their final right to reject (which the OP can do since a repair has failed), they can only reject for a refund (or partial if more than 6 months from purchase). They can’t insist on a replacement. 

shiraz99

screech_78 said:

shiraz99 said:

Yes, you can insist on another remedy. Your statutory consumer rights state that the seller is allowed a single attempt at a repair after which they must offer an alternative, either replacement or refund.

I don’t think this is necessarily true. If the customer exercises their final right to reject (which the OP can do since a repair has failed), they can only reject for a refund (or partial if more than 6 months from purchase). They can’t insist on a replacement. 

The buyer has a final right to reject after one failed attempt at repair but that doesn't necessarily mean he has to use it. If they both agree on a replacement then that's OK.

MarvinDay

prop said:

Hi
We bought an Expensive Panasonic Camera from John Lewis that is still in the 12 month warranty, we used a credit card for the purchase..
It has already been for repair to Panasonic 2 times with different symptoms and has failed again with the same symptoms as the first failure (lens stuck out)

When it failed the first two times, did you initially contact JL or did you go directly to Panasonic to claim on the warranty?

screech_78

shiraz99 said:

screech_78 said:

shiraz99 said:

Yes, you can insist on another remedy. Your statutory consumer rights state that the seller is allowed a single attempt at a repair after which they must offer an alternative, either replacement or refund.

I don’t think this is necessarily true. If the customer exercises their final right to reject (which the OP can do since a repair has failed), they can only reject for a refund (or partial if more than 6 months from purchase). They can’t insist on a replacement. 

The buyer has a final right to reject after one failed attempt at repair but that doesn't necessarily mean he has to use it. If they both agree on a replacement then that's OK.

I understand that. I was just highlighting that if the customer uses their final right to reject, the CRA only states for a refund. Of  course, a replacement is fine if both are agreed. 

prop

Hi everyone, we went to JL today and they agreed to replace the camera without any argument.
Thanks for all the input.