Who Is Responsible For Faulty Printer?

400ixl

JustPeachie said:

Surely if I purchase additional protection they cannot deflect that protection elsewhere or what's the point of offering it?

They are offering it for additional protection as they state in their T&C's. They are covering for things like you accidentally throwing it down the stairs which would not be protected by your consumer rights or by the manufacturer warranty. Or say it excluded certain parts from the warranty and those were causing it not to work. Or your warranty was time bound to 12 months and this additional policy covered for 24 months. Although you would still have to go through your consumer rights first.

You have to claim off of your consumer rights or warranty if either of those cover you. Then you can look at the additional policy if they were not covered.

It is not a catch all policy.

the_lunatic_is_in_my_head

Alderbank said:

the_lunatic_is_in_my_head said:

In terms of the extra cover, I've never purchase it, I don't know if it's legally classed as insurance or something else, but would assume you got some kind of email or document detailing the cover (i.e start/end date, what it covers and who provides it)? 

OP has already said that the T&Cs say:
This insurance has been designed to protect your product against accidental damage and breakdown (not already covered by the seller and/or manufacturer guarantee) for 2 years.

That is quite usual for extended insurance.

I understand just I'm sure some of these things are not insurance meaning no ombudsman, if it was legally classed as insurance OP could raise an official complaint which would at the very least see them given the correct information and perhaps some assistance.  

Although I'm not sure if OP has contacted the manufacturer which is an option. Is another option here to simply wait until 1 year has passed and then claim on the cover? 

400ixl said: They are covering for things like you accidentally throwing it down the stairs which would not be protected by your consumer rights or by the manufacturer warranty. 

Or maybe just throw it down the stairs? 🙃

Okell

the_lunatic_is_in_my_head said:

400ixl said: They are covering for things like you accidentally throwing it down the stairs which would not be protected by your consumer rights or by the manufacturer warranty. 

Or maybe just throw it down the stairs? 🙃

Are you Sir John Harvey-Jones?   


(Back in the 90s when giving management advice on the BBC programme Troubleshooter he adivsed NHS staff in a hospital to "accidentally damage beyond repair" a malfunctioning bit of kit in order to get it replaced quicker)

JustPeachie

Alderbank said:

It's stopped pulling the paper through?

That happened to me some years ago. I watched a YouTube video which claimed, 'Do you have kids? I'll show you how to fix your printer in 5 seconds - no tools required!'

The video said,'Turn your printer upside down and shake it'.

I did so and a plastic dump truck fell out. Printer worked perfectly afterwards. Made me laugh.

Glad yours was resolved so easily!

I think I will try being going back in stronger terms to the company who I purchased the extra care package from.

Ergates

Alderbank said:

It's stopped pulling the paper through?

That happened to me some years ago. I watched a YouTube video which claimed, 'Do you have kids? I'll show you how to fix your printer in 5 seconds - no tools required!'

The video said,'Turn your printer upside down and shake it'.

I did so and a plastic dump truck fell out. Printer worked perfectly afterwards. Made me laugh.

Reminds me of a letter in... New Scientist I think.  This was many years ago, so I'm paraphrasing a lot but something like:

Recently my printer stopped part way through printing a document.  I looked at the little screen and it say "Feed Jam", so I did, and now it doesn't work at all!

Belenus

Wife texts husband on a cold winter morning:

"Windows frozen, won't open."

Husband texts back:

"Gently pour some lukewarm water over it and then gently tap edges with hammer."

Wife texts back 10 minutes later:

"Computer really messed up now."

JustPeachie

I couldn't keep up with the jokes 😆

Can I ask for opinions / experiences - I ended up returning the printer to Canon. They messed me around for almost two weeks and have now said that their warranty covers the first 10000 prints or 2 years whichever is sooner.

And yes I have exceeded the number of prints so they're returning it to me.

So I plan to go back to the company I purchased the extra care package from - I'm wondering how to word it though. I don't want to alert them to what happened with Canon, I am concerned they'll say they're not responsible now.

They do offer either a one or a two year cover but they did pass me back to the retailer so I don't know what to say I have done with the printer since my message to them.  

Any ideas on how to move forward gratefully received.

Undervalued

JustPeachie said:

Thanks for replying.

It was sold on Amazon, there is no seller name, it just states it is despatched by Amazon.

Hmm the Ts & Cs do say:
This insurance has been designed to protect your product against accidental damage and breakdown (not already covered by the seller and/or manufacturer guarantee) for 2 years.

The Amazon listing only refers to a standard returns policy.

I feel none the wiser?

Is that the only t&c restriction?

Generally there are pages of small print (which few people read) and you have something like 14 days in which to cancel the insurance if you are not happy.

What sort of price was this printer? Over 10,000 pages (how much over??) is a lot of printing for a printer aimed at the domestic market. Obviously ones aimed at businesses are more suited for this sort of workload.

flaneurs_lobster

Pal of mine once found a slice of Mother's Pride in his paper tray.

JustPeachie

The printer is £300. And I've gone well over - 15,000 prints.

I've read through the T&Cs for the extra insurance and it does not mention the 10,000 page limit.

I'm just nervous that they'll ask why Canon haven't fixed it and how I respond. If I tell the truth I worry they'll find a loophole, but their T&Cs are not very long and have no mention of a page excess....