Faulty Canon Camera

Catsco

**UPDATE**

Thanks to all for advice,

I had in fact been given the wrong email address to send my request to, when I double checked I found the right one.  Canon has agreed to a refund. It was sent back to them today.  I did however receive a rather sarky email from one customer  service person which I responded to in kind.  I wish I had read the reviews on Canons customer service before I set out.  As one responder pointed out because I had bought the canon directly from the website it kind of clouded the issue as I thought the repair and the store were all the same entity.  Thank you to everyone who had been helpful.  I will remove this post when the refund has been received.


Hi,  I have a Canon camera I bought at the end of October last year.  It suddenly decide it didn't want to work so I contacted Canon boxed it up and sent it back for repair under the Warranty.  They sent it back to me and the camera does not work.  It took one picture and then it failed again exactly as it had done before.  After a bit of try this try that I asked for a replacement or a refund as the camera was not even a year old.  

After a bit of back and forth they sent me this today.


Thank you for your email. 

While I understand your request I am afraid that we do not offer replacement cameras and therefore as unfortunately your camera appears to still be faulty we will need to re-examine and repair this issue. 

If you would like to explore a refund for your camera you will need to inquire directly with your retailer. 

If you purchased your camera from our Canon Store, please inquire at: store@canon-europe.com

As stated in my previous email we are more than happy to repair this for you under the warranty terms and conditions of your previous repair. 

If you would like to return your camera to our service centre for assessment please complete our repair form, found on the below link by clicking on Arrange a Service/Repair once on the page. 
I hope this helps and that we can have your camera repaired for you soon.

I said I would get back to them after I checked my consumer rights.   Now I thought that it did not matter what their policy is, that I have a right to ask for a replacement.  Am I right?

They have failed to repair a faulty camera, it is not capable of taking picture's therefore clearly not fit for purpose.  I know it says I can apply for a refund but I want to know exactly what my rights are before I face another few days of wrangle.  To get that refund.  Thank you.

eskbanker

Did you buy it directly from Canon?  Your consumer rights are with the retailer rather than the manufacturer, if different....

Catsco

Hi, I bought it directly from Canon UK.

eskbanker

The retailer has one opportunity to repair a fault, but if it reoccurs then must accept a rejection:

https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/2/crossheading/what-remedies-are-there-if-statutory-rights-under-a-goods-contract-are-not-met/enacted

user1977

Catsco said:

Hi, I bought it directly from Canon UK.

So have you contacted them as suggested: "If you purchased your camera from our Canon Store, please inquire at: store@canon-europe.com"

The email you have appears to assume you've only claimed under the manufacturer warranty rather than exercising your statutory rights against the retailer.

Catsco

No I have not contacted them yet to make a claim, I wanted a replacement as I thought the consumer act entitles me to, but they are saying that is not Canons policy. I claimed the repair under the 2 year warranty.  Surely that has no effect on my statutory rights?

Aylesbury_Duck

You're confusing warranty and consumer rights.  They are saying it's not their warranty policy to replace, but as they are also the retailer, you have a consumer right to reject the camera after their attempt to repair.

What you can't do is insist on a replacement.  As the retailer, they can choose to refund you instead.

Catsco

Thank you.  Would it invalidate any claim if I sent it back for a second attempt at repair?   Frankly they couldn't fix it the first time so how are they going to fix it now?  It states on the Warranty notice that it does not affect my statutory rights?  I am confused.

Also looking at the warranty invoice sent back with the camera all they did was clean it.  No mention of repair. 

Catsco

Aylesbury_Duck said:

You're confusing warranty and consumer rights.  They are saying it's not their warranty policy to replace, but as they are also the retailer, you have a consumer right to reject the camera after their attempt to repair.

What you can't do is insist on a replacement.  As the retailer, they can choose to refund you instead.

Thank you.  Would it invalidate any claim if I sent it back for a second attempt at repair?   Frankly they couldn't fix it the first time so how are they going to fix it now?  It states on the Warranty notice that it does not affect my statutory rights?  I am confused.

Also looking at the warranty invoice sent back with the camera all they did was clean it.  No mention of repair.  So in effect they took a faulty camera cleaned it and sent back a faulty camera that had been sent to them for repair.

TELLIT01

user1977 said:

Catsco said:

Hi, I bought it directly from Canon UK.

So have you contacted them as suggested: "If you purchased your camera from our Canon Store, please inquire at: store@canon-europe.com"

The email you have appears to assume you've only claimed under the manufacturer warranty rather than exercising your statutory rights against the retailer.

Do as Canon has said in bold above.  There is absolutely no point in trying to shortcut their systems as it will end up causing more problems and delays.

Catsco

TELLIT01 said:

user1977 said:

Catsco said:

Hi, I bought it directly from Canon UK.

So have you contacted them as suggested: "If you purchased your camera from our Canon Store, please inquire at: store@canon-europe.com"

The email you have appears to assume you've only claimed under the manufacturer warranty rather than exercising your statutory rights against the retailer.

Do as Canon has said in bold above.  There is absolutely no point in trying to shortcut their systems as it will end up causing more problems and delays.

I have done so but I am not going to have my rights abused either.  I have contacted them they have not responded.