Canon taking the michael

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Hi all,

I have been a long time lurker but have finally come out of the woodwork to air my frustration at Canon and get some advice.

I was bought a Canon Powershot s90 for last christmas and was absolutely chuffed as I had a year out before University and was due to go travelling soon. The camera was bought from an online retailer (who I think would be unfair to name until I see how they handle the situation). Anyway I used my camera sparingly over christmas and didn't really touch it again until I was on the other side of the world for 5 months. This is when I noticed that there was a line running through all my pictures in exactly the same place (very noticable in low light shots). I can only guess it would be a problem with a line of sensors on the CCD. So not only have I got a faulty camera but all my photos of my 5 month once in a life time trip have an annoying line running through them! Brilliant.

When I got back to the UK I contacted the retailer and they said to send it back to them and It would be sent back to Canon for repair. A few weeks pass and I am told my camera has been repaired and it will be sent back to me. I get back home to find my camera has arrived but has been completely crushed due to inadequate packaging (a small box with the camera wrapped in a couple of brown sheets of paper) and a rubbish courier service. It is also missing the expensive battery that was also sent with the camera and is listed on the invoice of items from the retailer.

After the initial shock and anger of seeing my mangled camera I proceed to read the letter from Canon. Turns out this is not my camera as they did not have the parts. It is in fact another recently refurbished camera! Now seeing as this camera was purchased in November and the warranty is for 1 year Canon are having an absolute laugh.

I have contacted the retailer and they have told me to the send the camera back so they can claim against the courier service and I also said that I was not happy receiving a broken or traded in refurbished camera. They agree that I should have been informed that I was being given a different refurbished camera but did not make any other comment.

Where do I stand on this? I have date stamped photos that show that there was a fault with the camera right from the go (although they are unnoticable in bright photos unless you view them on a computer screen which is why i did not notice it in the pictures I took at christmas)

Really sorry about the long winded post but as you can probably tell I am pretty p***** off.

Any advice would be greatly appreciated
 
Hi,

Sorry to hear about the issues you have experienced.

Items like memory cards, batteries and the like normally do not need to go back as they are not needed for the repair process. Hope they will replace the missing item and the courier damaged camera.

On a separate note, Canon's warranty like most manufacturer's does allow them to either repair or replace:

This is an extract from the Canon UK warranty conditions:

2. The service consists of (at Canon's discretion) either repair or replacement Products that will be provided on an exchange basis and will either be new, equivalent to new or re-conditioned. All replaced spare parts and Products shall become the property of Canon.

You can read the full terms of the Warranty here:

It is in addition to, and does not affect your rights under, the Canon European Warranty System or your statutory rights.

I have had lenses repaired in the past and a new body has been installed, but they told me as obviously I need to register the new serial number with my insurers and I would have thought it would have been a courtesy to have done the same with yourself.

Canon's refurbished units can sometimes arise where a camera is opened in a shop, never used, but the Customer changes their mind for some reason, the Retailer is thus unable to sell it as a New item, and its returned to Canon who check it over and add it to their Refurbished stock.

But as long as the replacement camera looks and performs as a Brand New unit, I would be happy.

Regards
 
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