Do I have the only Canon 5D MKII Lemon (Refund given by warehouse express)

[swag72]

I would ask them for a full refund and go and buy from elewhere. If there is a problem with the new camera they give you, you'd be dealing with them again and hoping they'll sort out the problem for you.

Unless of course, you are happy dealing with WEX if there is a problem!!

 

[Martin England]

I would ask them for a full refund and go and buy from elewhere. If there is a problem with the new camera they give you, you'd be dealing with them again and hoping they'll sort out the problem for you.

Unless of course, you are happy dealing with WEX if there is a problem!!

The problem is, no one has the camera instock

 

[swag72]

The problem is, no one has the camera instock

Have you tried Kerso?

 

[tijuana taxi]

Presume that means they have found the repaired camera then?

 

[Martin England]

Presume that means they have found the repaired camera then?

Yes they have found the camera.

I have left a message for Anna Paton to get back to me, to see if a refund would be ok, if i can find a camera elsewere.

No i havnt tried Kerso

 

[swag72]

Kerso has them in his store on Evilbay so sure he'll have them via the forum too.

 

[Lazgoat]

Your local Jessops?

 

[Ben at WEX]

I feel that I should point out that the camera was never "lost" as such.

We had a large delivery of items from Canon on Friday - nearly 50 parcels according to our goods in dept. Amongst these parcels was KDBee's returned camera.

It was made quite clear to the warehouse that finding this particular 5D MkII was a priority, but Mondays being the busiest day of the week in terms of getting orders out, it wasn't until this morning that KDBee's camera was unpacked.

Whilst I appreciate that this is of little relevance to the real core of the problem, I do just want to make the point that we are not in the habit of losing cameras at Warehouse Express - just customers if this thread is anything to go by (was that in poor taste?)

Ben

 

[neil_g]

but Mondays being the busiest day of the week in terms of getting orders out

i can sympathise with that bit, theres always a backlog of orders from over the weekend which is a nightmare.

the rest of the issue though..

 

[Martin England]

I feel that I should point out that the camera was never "lost" as such.

We had a large delivery of items from Canon on Friday - nearly 50 parcels according to our goods in dept. Amongst these parcels was KDBee's returned camera.

It was made quite clear to the warehouse that finding this particular 5D MkII was a priority, but Mondays being the busiest day of the week in terms of getting orders out, it wasn't until this morning that KDBee's camera was unpacked.

Whilst I appreciate that this is of little relevance to the real core of the problem, I do just want to make the point that we are not in the habit of losing cameras at Warehouse Express - just customers if this thread is anything to go by (was that in poor taste?)

Ben

Sorry Ben I am only quoting what martin was told by WEX, yourselfs on Friday
I have now amended thread tital and removed the lost found bit, as this issue as now past

 

[swag72]

I have to say Ben, that by reading this thread I would not be so concerned at the 'lost' or 'not lost' camera, rather the quite frankly atrocious and diabolical customer service from WEX.

 

[Bazza155]

And the fact that WEX believes that their T&C overrides the Sale of Goods act.

 

[Ben at WEX]

I have to agree that the level of service that KDBee and her husband have experienced falls well bellow the acceptable by anybody's standards. Nobody, least of all myself, would argue with that, and I am trying to make up a considerable amount of lost ground.

However, I would dispute the issue that we have ever tried to suggest that our own terms and conditions over-ride the Sale of Goods Act. As has been quite rightly pointed out, this is simply not the case. No retailer can simply ignore the SoGA and insist that their own Ts&Cs take priority, and it goes without saying that this includes Warehouse Express.

If our rather inadequate handling of this matter suggests that we believe otherwise, then I sincerely apologise as this is simply not true.

Ben

 

[erding]

They have offered to send back to me the repaired camera and to replace with a new one when they get new stock. Im not sure if i would want to do that :shrug:
So should i just get a 2nd camera (ie 40D) and wait for the new camera from wex to arrive next month? :shrug:

Providing you you have that offer in writing that would appear to be the most expedient solution as you are guaranteed a new 5D Mk2 and not involved in buying a 2nd interim body.

 

[unclened]

I have to agree that the level of service that KDBee and her husband have experienced falls well bellow the acceptable by anybody's standards. Nobody, least of all myself, would argue with that, and I am trying to make up a considerable amount of lost ground.

However, I would dispute the issue that we have ever tried to suggest that our own terms and conditions over-ride the Sale of Goods Act. As has been quite rightly pointed out, this is simply not the case. No retailer can simply ignore the SoGA and insist that their own Ts&Cs take priority, and it goes without saying that this includes Warehouse Express.

If our rather inadequate handling of this matter suggests that we believe otherwise, then I sincerely apologise as this is simply not true.

Ben

Ben you sure you haven't worked in the government previously, you are pretty good at smoothing things over. (this isnt meant as a dig at you)

Everybody faces busy periods and not being able to get round to do something isn't an excuse. Maybe WEX should employ extra help on monday's.

I also agree that Kay should be looking for a refund here, and I am sure a MKII can be found somewhere in the country.

 

[micloi]

Providing you you have that offer in writing that would appear to be the most expedient solution as you are guaranteed a new 5D Mk2 and not involved in buying a 2nd interim body.

I agree that it would be good to have it in writing but I really doubt that they would try to get out of it and create even more bad publicity :nono:

This sounds like a good option but a refund is even better and actually easier for both parties involved.

 

[alexkidd]

tbh doing what should have been done a long time ago and offering some apologies doesn't make up for anything

as a company you've wasted someones time and made them go through a hell of a lot of bother which isn't what people pay for.

i couldn't care less that the company had orders over the weekend or have 50 boxes to go through or whatever, that's their camp and their concern, the customer should get decent service which wex have failed to supply.

i'd imagine most people would be like me and be exceptionally reluctant to shop with wex anymore, i know i'd be livid weeks later and me doing most of the chasing with wasted promises of contact just to end up with the result that should have taken far less time to sort?

 

[Ceejay]

Hi Kay
Nearest Jessops to you at Dundee, their website says you can pick-up in 30 minutes.
C

 

[Bazza155]

I also believe that if WEX had had better communication with Kay then things may have been different. Sometimes a phone call to inform of progress makes all the difference.

 

[Ben at WEX]

I also believe that if WEX had had better communication with Kay then things may have been different. Sometimes a phone call to inform of progress makes all the difference.

I absoultely agree, Bazza155, and if I'm honest this is where I believe the crux of the problem lies.

 

[Lazgoat]

Out of interest Ben, what made you finally come on the Forums? How long had you all been viewing the thread for before deciding to jump in and get involved in public?

You are part of a big company and possibly a big player with Canon. I'm sure you can find a new 5D MkII to replace the defective one? Whether KDBee wants to deal with you (WEX) again is another issue...

 

[neil_g]

id also be interested to know if managment are aware of the rumblings on here?

 

[Ben at WEX]

Out of interest Ben, what made you finally come on the Forums? How long had you all been viewing the thread for before deciding to jump in and get involved in public?

It's a fair question. I was made aware of this thread via an email from KDBee's husband. Having read back through the posts I believe my name was put forward as a potential contact at WEX. I hope it goes without saying that this is not the kind of publicity or customer service that Warehouse Express wants, and certainly not typical of how we'd usually deal with this kind of problem. Having been contacted directly, I felt I had no option but to become involved.

You are part of a big company and possibly a big player with Canon. I'm sure you can find a new 5D MkII to replace the defective one?

Unfortunately not. We have none sat on the shelves and, having spoken to our Canon rep specifically regarding KDBee's camera (or lack thereof) I have been told that Canon UK are due their next delivery around 23rd June (an update to their previous estimate of the end of July, although these dates are still subject to change).

Whether KDBee wants to deal with you (WEX) again is another issue...

A valid point, and if nothing else a lesson learned for WEX regarding customer service and the power of internet forums.

 

[Ben at WEX]

id also be interested to know if managment are aware of the rumblings on here?

Yes they are.

 

[Martin England]

if nothing else a lesson learned for WEX regarding customer service and the power of internet forums.

The pen is mightier than the sword
Or should i say keyboard

Martin
Mr KDBee

 

[Dave450]

This is how Jessops dealt with another TP member today. Sorry to say the customer service is worlds apart.

Hope WEX can sort it out for you. Obviously nothing runs 100%, and as Ben said, the minimum this will do is open WEX's eyes to their current processes.

 

[Kev M]

That's got to be a first, Jessops being put up as a benchmark of success rather than failure.

 

[Dave450]

That's got to be a first, Jessops being put up as a benchmark of success rather than failure.

And a bloody good success to! Awesome to do that

 

[Flash In The Pan]

A valid point, and if nothing else a lesson learned for WEX regarding customer service and the power of internet forums.

Perhaps, as a measure of goodwill (after sorting out the camera, of course) WEX would like to donate some funds or goods to our project to help a couple of our wheelchair-bound members partake in this wonderful hobby.

 

[Dave450]

Perhaps, as a measure of goodwill (after sorting out the camera, of course) WEX would like to donate some funds or goods to our project to help a couple of our wheelchair-bound members partake in this wonderful hobby.

spot on FITP

 

[jaybiss]

I feel that I should point out that the camera was never "lost" as such.

We had a large delivery of items from Canon on Friday - nearly 50 parcels according to our goods in dept. Amongst these parcels was KDBee's returned camera.

It was made quite clear to the warehouse that finding this particular 5D MkII was a priority, but Mondays being the busiest day of the week in terms of getting orders out, it wasn't until this morning that KDBee's camera was unpacked.

Whilst I appreciate that this is of little relevance to the real core of the problem, I do just want to make the point that we are not in the habit of losing cameras at Warehouse Express - just customers if this thread is anything to go by (was that in poor taste?)

Ben

tbh Ben, I won't use WEX again. I have followed this thread since the start.

50 parcels from Canon, one of which is Kdbees. How long does it take to look through 50 parcels for a customer who is high on the priority list. If one of my customers is high on the priority list then a member of staff has the immediate task of dealing with them. It would take them 15 mins of looking through the delivery of canon, confirming her camera is there, then somebody doing a 2 min job of picking up the phone and to kdbee that the camera is in your posession.

the level of customer service has been **** poor and the op was never on the high priority list. if she was, it would of been sorted straight away.

i have to say, none of the above is against you personally and also well done for signing up and replying (also well done on the project 2 thread )

 

[bindex]

I have to admit that I'm in the same frame of mind as jaybiss and won't be spending any more with WEX. All credit to Ben at WEX but it's too little too late.

This could have been sorted very easily and indeed should have been, but it's dragged on to the stage that it's sheer lunacy on the part of WEX. The OP has been ignored and lied to (no-one ever got back to her, and "my hands are tied" bull******). And the end result... they're going to give her a new camera.

Lots of other companies out there that want to sell me kit. I may not know what their attitude will be when things go wrong, but I have a damned good idea of WEX's attitude and I can well live without it.

 

[Nifkin]

tbh Ben, I won't use WEX again. I have followed this thread since the start.

50 parcels from Canon, one of which is Kdbees. How long does it take to look through 50 parcels for a customer who is high on the priority list. If one of my customers is high on the priority list then a member of staff has the immediate task of dealing with them. It would take them 15 mins of looking through the delivery of canon, confirming her camera is there, then somebody doing a 2 min job of picking up the phone and to kdbee that the camera is in your posession.

the level of customer service has been **** poor and the op was never on the high priority list. if she was, it would of been sorted straight away.

i have to say, none of the above is against you personally and also well done for signing up and replying (also well done on the project 2 thread )

Spot on jaybiss. My cutlass may no longer be drawn, and I have nothing against Ben, but the excuses and resolution offered here so far fall well short of the mark, I'm afraid. The damage has most certainly been done, but I don't see WEx really moving themselves to make amends for that. A case of them not doing what they could and should, just doing what they think they can get away with.

:thumbsdown:

 

[Pb1of6]

Spot on jaybiss. My cutlass may no longer be drawn, and I have nothing against Ben, but the excuses and resolution offered here so far fall well short of the mark, I'm afraid. The damage has most certainly been done, but I don't see WEx really moving themselves to make amends for that. A case of them not doing what they could and should, just doing what they think they can get away with.

:thumbsdown:

I think that last sentence just about sums it up now hopefully WEX have realised there error they will do all they can to help Kay get the camera she wants ASAP

 

[duncolm]

The problem is, no one has the camera instock

Have you tried phoning ffordes? Their website suggests they have a 5D mkII, and they're almost local.

 

[Martin England]

I have left a message for Anna Paton to get back to me, to see if a refund would be ok, if i can find a camera elsewere.

Anna Paton did return my call today, I now have the choice refund/replace

 

[Martin England]

Have you tried phoning ffordes? Their website suggests they have a 5D mkII, and they're almost local.

Thank you
I must say again all you TP members are great and so helpfull.
This Thread has now had a whopping 11,874 views, and still growing

 

[Lynton]

Ben,

With ref to WEx T&C and the legislation in the SOGA.......... It's pretty much Crystal clear that you (as in Wex) believe that after 28 days it's solely the manufacturers responsilbility. :nono:

Just had a trundle through several photographic websites (Mifsuds, Jessops, etc) and seems there are quite a few Canon 5D Mk II's on shelves. Surely WEx can "borrow" one from them until end of June and get Kay her Camera by the end of THIS week?

Sounds like you guys need someone to come in and tell you exactly what you are doing wrong, and how you can improve customer experience / customer retention / customer satisfaction......... [I am available soon! - PM me!]

Also, the guy who was making a noise on Kay's behalf in the Showroom yesterday, that was me , (if you think I am pulling your chain I can give you order numbers, names etc etc) give my apologies to Barry et al. Not their fault, but they seem to be the only people at Wex who can "face customers" unlike Anna "Ivory Towers - i don't speak to customers" Paton.......:shrug: which in itself is a huge huge huge mistake................ customers pay all your wages from the guy who sweeps the floor to the guy who makes the decisions......... therefore who is No. 1 priority (Clue begins with "C" ends in "ustomer")

 

[Ben at WEX]

Dear all,

I appreciate all of the sentiments expressed throughout this post - as I have said via email to the OP, at the end of the day I'm a consumer too (and a fellow photo enthusiast as it happens) and know how I would want to be treated.

Warehouse Express have, quite understandably, taken something of a battering on this thread and although I fully understand why it's too little too late for many of you, I do feel the need to try and set the record straight regarding some of the points made, if for no other reason than old-fashioned loyalty to the company I work for.

Firstly, this is not an attempt to make excuses. I believe that the single biggest factor in this particular issue has been a lack of communication on our behalf. This can not be blamed on anything other than poor service, and we must learn some important lessons from this.

However, where I feel I do have to fight our corner slightly is in respect to the Sales of Goods Act and our compliance with it. I personally have spent a significant amount of time investigating our responsibilities according to the SoGA to ensure that we are fulfilling our obligations as a retailer. It is important to state at this point that the Sales of Goods Act only covers our minimum responsibilities, and there is often quite a gap between what we have to do and what constitutes good customer service.

Many of you will already have made your mind up about WEX, and that is absolutely your prerogative and there is little in the following post that is likely to change your mind. But if you are interested or perhaps would like to give us a chance, the following may be worth a read.

Ben

 

[Ben at WEX]

The Sales of Goods Act gives the customer the right to reject the goods for a full refund if they do not conform to contract, or in other words, if they are inherently faulty. The Act states that the customer may reject the goods if they are found to be faulty “within a reasonable amount of time”. And this is part of the problem. Nowhere is “a reasonable amount of time” actually quantified within the SoGA, the idea being that this will vary from product to product. For example, for a pair of everyday shoes this may be a matter of days, for an ice cream bought from a van it would be just a matter of minutes, but for a pair of skis bought in a summer sale it could be weeks or even months.

I have spoken to Trading Standards (who are there for business advice as well as consumer protection) and the advice that we were given was that this time period is based on the customers ability to test the goods, rather than the value of the goods. More specifically, we were advised that for the equipment we sell, a court would most likely regard 28 days as more than a reasonable amount of time for a customer to reject the goods. It is for this reason that the 28 day period is quoted in our terms and conditions as the limit for returning goods for a refund.

Our responsibilities as a retailer do not end there though. If a fault occurs outside this period (as was the case with the OP’s camera) the customer can request either a repair or a replacement. However, the SoGA gives the retailer the right to decline either in favour of the alternative if it is disproportionately costly. In most cases this will mean a repair is offered, simply because if we replace the product with a brand new one, we end up with a repaired product which we have to sell at a significant loss. Needless to say, too many transactions like this and we’d be out of business!

However (and this is the important bit), these are our minimum obligations and often good customer service dictates that we should do more.

If retailing simply meant passing products from manufacturer to customer, and problems from customer to manufacturer, and making a tidy profit along the way, everybody would be doing it! Being the retailer means that we have to put ourselves out for the benefit of the customer and sometimes take the resulting loss on the chin.

I hope KDBee will forgive me for referencing her particular experience here, but it’s a good example. Despite her 5D MkII being outside of the “reasonable amount of time”, the fact that it was a high value camera, that it had developed some major faults and that both KDBee and her husband had previously been regular customers of WEX mean that a replacement should always have been on the cards.

To be fair to the sales team though, it is also reasonable that the camera should at least be sent to Canon first to establish the nature of the fault. Not everybody is as honest as the TP forum members and we have had cameras back that, on inspection, are full of sea-water, have clearly been thrown down stairs or, in one case, have clearly been chewed by a dog - all true examples!

Where we have failed KDBee is that this process has not been communicated clearly. I would politely suggest that the end result – namely that KDBee will end up with either a new camera or a refund – would have been exactly the same had we agreed to this at the outset. We would still have needed to send the camera for inspection and the problem regarding a lack of stock would have been exactly the same.

Unfortunately, where we have failed is to keep KDBee updated and aware of the process throughout, and for that I offer Warehouse Express’ sincerest apologies. Taking calls and making call backs where required is the bread and butter of customer service and we have clearly not performed as we should. As a wise business man once said “A customer is not an interruption of our work. He is the sole purpose of it.”

Consider this a lesson learned.

Ben