Faulty Canon Camera

Undervalued

Catsco said:

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.  

But they haven't been as yet.

The seller "Canon Store" is most likely a different legal entity to the manufacturer. Your basic statutory rights are against Canon Store and cannot be taken away or devalued by any manufacturer's warranty.

The manufacturer's warranty is offered over and above this, but on any terms they like. Both you and they must of course comply with those terms.

The confusion here is that your bought from Canon's retail operation rather than from Fred's Cameras in the high street where the separation would be more obvious.

Catsco

Undervalued said:

Catsco said:

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.  

But they haven't been as yet.

The seller "Canon Store" is most likely a different legal entity to the manufacturer. Your basic statutory rights are against Canon Store and cannot be taken away or devalued by any manufacturer's warranty.

The manufacturer's warranty is offered over and above this, but on any terms they like. Both you and they must of course comply with those terms.

The confusion here is that your bought from Canon's retail operation rather than from Fred's Cameras in the high street where the separation would be more obvious.

Thank you.

tightauldgit

If you are happy with a refund on the item (possibly less something for the period you've used it) then you need to contact the place you bought it from (Canon store) as suggested and tell them that you've had a failed repair under warranty and want to reject the item under the Consumer Rights Act. The Canon store may well be able to offer you a replacement if you want one but I don't think they are obliged to. 

Otherwise, if you want a working camera rather than a refund then I think the only other way is to send it back in for repair. 

You can of course send it back in for repair and then reject it later if its still not fixed. 

CardinalWolsey

tightauldgit said:

If you are happy with a refund on the item (possibly less something for the period you've used it) then you need to contact the place you bought it from (Canon store) as suggested and tell them that you've had a failed repair under warranty and want to reject the item under the Consumer Rights Act. 

That claim would, strictly, fail - the act requires that you give the retailer the chance to resolve the issue, which so far the OP has not done, having gone directly to Canon the Manufacturer (as a warranty claim) rather than Canon the Retailer (under their consumer rights).

Whilst Canon the Retailer might recognise that attempt at remedy, they don't have to, even if it means that they now direct the OP to return the camera to Canon the Manufacturer for repair.

Even where retailers direct consumers to deal direct with manufacturers to remedy issues, they should always lodge and record contact with the retailer first, to evidence the opportunity given to the retailer in the first instance should that remedy fail.

Catsco

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 they were all the same entity.  Thank you to everyone who had been helpful.  

TELLIT01

This isn't directed at the OP, but confirms my belief that it's better to purchase in person whenever possible.  That said, I have bought a laptop from Dell and a TV from John Lewis, both online.