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Complaint Date 26/01/2004 |
Complaint entered by dhs@arcor.de |
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Canon S30 Digital Camera |
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All Your Complaints under one Roof |
Tell the World what went wrong and hopefully the world gets better |
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Last update 17/10/2007 |
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Complaint Date 26/01/2004 |
Complaint entered by dhs@arcor.de |
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Canon S30 Digital Camera |
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Canon PowerShot Digital Camera S30 Just over 12 month ago in October 2002 I purchased the above Digital Camera from Jessops at a cost of £400.00. I must admit I was quite pleased with the camera and everything was fine until the last holiday when I noticed that the rocker switch which is used to confirm commands such as delete or select suddenly become oversensitive and difficult to control making it rather awkward to carry out certain commands. By now the camera was just outside the 12month warranty period and so I sent a fax to their Help Desk on 08705 143340 asking them for their advice and assistance. I had no response or reply and I finally wrote a letter to their Head Office in Reigate and sent them a copy of my previous fax and complained about the lack of response and again asked them for their help and assistance. They replied quite quickly claiming that they had not received my fax but concluded from the contents of my letter that ‘it appears that your camera has developed a fault and we recommend that you send it for repair.’ It then continued to say that ‘although the camera is outside of the warranty period, Canon can repair your camera for a fixed price of £150.00 ’ and it requested that I return the camera by post to an address in Elstree. Frankly I was numb! They were quoting a fixed repair price of £ 150.00 to repair a faulty switch. That amounts to a staggering 37% of the purchase price when new or 57% of today’s price as the value of this particular camera has now dropped to abut £270.00. Just imagine you bought a car for about £20.000 and one of the switches has gone wrong on your dashboard just outside the warranty and they turn round to you and tell you that they will gladly repair your car for a fixed price of about £ 7500. Would you say that is a good deal and would you agree to such a repair or ever buy another car from that manufacturer or that garage? You would not! Neither will I. Besides this, what happens if something else goes wrong? Pay them yet another £150.00?
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Sorry Canon, but you have definitely lost a customer for good as I will
not touch another one of your products in the future and I cannot
imagine that any potential customer out there would do so knowing what
they can expect from your Customer Services if and when things go wrong. So anybody considering the purchase of a Digital Camera please think about it very carefully and do bear in mind what will happen if things go wrong just outside the warranty. If you are happy to pay a fixed price of £150.00 for a minor repair then please go ahead and buy a Canon camera, but please don’t complain, you have been warned. |
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Update 05/02/04
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Having sent Canon a copy of this website they have now come back and have admitted that 'in cases such as yours, the fixed price may seem excessive' They have now recommended that we send the camera to their Service Centre for a 'FREE OF CHARGE' inspection/evaluation and that they would then contact us with their findings and the actual repair costs. We have decided to take up this option to see what exactly they would say after they have received the camera and we will post it to Canon within the next few days and we will again update this site once we have heard from them how much they are going to charge This is the full letter they have sent: I am sorry that you felt it necessary to write to Canon again in order to pursue this issue. Having read through all the correspondence I would like to take this opportunity to confirm that Canon regrets any failure of its products and I can assure you that the general reliability of this model is very good. As you are aware, our Service Centre currently operates a fixed price repair policy and will restore the Powershot S30 to full working order in accordance with the warranty terms and conditions for a fixed price of £1 50.00. This price includes parts, labour, VAT, return carriage and six months warranty on the product from the date of repair. In cases such as yours, however, the fixed price may seem excessive. Cases such as these are generally dealt with on an individual basis. Based on the information supplied, we would recommend that you send your Powershot S30 in to our Service Centre for a free of charge inspection I evaluation along with a copy of this letter. This will give our technicians the opportunity to confirm that the switch is the only part in need or repair I replacement following inspection, you will be contacted with our technician’s findings and decision with regard to the repair cost. Please note however, that if they repair the unit at a reduced price, only the part(s) that they repair or replace will be covered by the six — month repair warranty. The warranty will not apply to the rest of the camera. lf you would like to accept our offer of a free of charge inspection / evaluation, please ensure that your camera is marked for the attention of Keith McCallum and sent to the following address within ten days from the date of this letter FAO Keith McCallum Canon Consumer Imaging Tel: 08702 412 161 Service Centre Unit 1 30 Centennial Park Elstree WD6 35E Please note that if we have not heard from you of received your camera at our Service Centre within ten days from the date of this letter, we will assume that you have decided to decline our offer and will consider this matter closed. We look forward to hearing from you. Assuring you of our best intentions at all times. |
| Update 17/02/04 |
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As instructed by Canon we did return our camera to their
Service Centre and they have now sent us an e-mail informing us that
they have repaired the camera FREE of CHARGE. It has now been
returned to us in full working order and we thank Canon for this. |
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The moral of this story is quite
plain
Had we accepted the letter they sent
us in the first place we would have paid them £150.00 for a simple
repair which they have now carried out
FREE of CHARGE
They were told in the initial
letter that only the switch was faulty yet they never voluntarily
offered to 'deal with this matter on a individual basis -
So please Canon, offer a repair
service based on the actual problem with the product as a fixed
price repair at a £150.00 is not fair to consumers who had faith in
you and bought your product.
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Complaint Status: closed
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Final Outcome :
Excellent |
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