Help needed with 40D

[Cobra]

Fair enough, but all this talk of trading standards already???
Being delighted with first class prices and service is not ass licking, just normal!!!

That was not aimed at you Gary but there are a lot out there, like that
last time a "Kerso" thread turned into an "anti Kerso" thread it was either removed or locked I can't remember now.
Anything bought from any other source would be given the "freesom" of a pro-anti debate.
That I think is only fair, then others can make up their own minds whether to buy from that source or not

 

[EdinburghGary]

Nothing wrong with being aware of your options Gary, better to be informed than not, wouldn't you say?

Of course!! I think I have come across wrong in this thread. All I am trying to say, don't slaughter kerso unless he buggers it up, thats all If he does not do the right thing, fair enough Give the guy a chance to sort it out I guess.

Ever wish you had kept your trap SHUT! :bang::bonk:

Gary.

 

[EdinburghGary]

I'm having panic attacks and .. well lets jjst say it isn't that simple. I don't really want to disguss that. but please trsut me when I say it's not that simple. I don't want a big argument. I want my camera working again or replaced

Sorry to hear that My posts not intended to offend anyone, or appease anyone else! I think you have been very unlucky, and I would be absolutely shocked if the right think were not done in your case I would not worry about it if I were you! (Easier said than done, I know).

Gary.

 

[mattyh]

Of course!! I think I have come across wrong in this thread. All I am trying to say, don't slaughter kerso unless he buggers it up, thats all If he does not do the right thing, fair enough Give the guy a chance to sort it out I guess.

Ever wish you had kept your trap SHUT! :bang::bonk:

Gary.

I agree, we shouldn't feed Kerso to the wolves until we know what he intends to do, of course

Would you like a shovel

 

[EdinburghGary]

Would you like a shovel

Biggest one you can find!

Gary.

 

[Jo]

Colchester service centre suck. I had trouble getting my words out and she went to put me on hold. only she missed the button and her and her collegues had a right good laugh at my expense. NIce.

Right now I don't know whats happening theta call was suppode to be to arrange collection of my 40D but I refuse to speak to her or them again.

I din;'t realise just how much I relied on my camera till today.

 

[Cobra]

Colchester service centre suck. I had trouble getting my words out and she went to put me on hold. only she missed the button and her and her collegues had a right good laugh at my expense. NIce.

Right now I don't know whats happening theta call was suppode to be to arrange collection of my 40D but I refuse to speak to her or them again.

I din;'t realise just how much I relied on my camera till today.

Its a shame that "we" Don't record calls like they do.
I'd phone again (or write) and ask to speak to a supervisior / manager.
They're just total rsoles

 

[Cobra]

In fact Jo don't mess about with them go to the top

Canon UK
MD, Lars-Erik Kennbert

Canon UK Ltd. Address. Woodhatch Reigate Surrey RH2 8BF. Telephone. +44 (0)1737 220000. Fax. +44 (0)1737 220022

 

[PD_BARBS]

Colchester service centre suck. I had trouble getting my words out and she went to put me on hold. only she missed the button and her and her collegues had a right good laugh at my expense. NIce.

Right now I don't know whats happening theta call was suppode to be to arrange collection of my 40D but I refuse to speak to her or them again.

I din;'t realise just how much I relied on my camera till today.

Jo

Don't let a few pratts stop you getting your camera fixed. If you don't want to deal with them, get someone else to deal with them on your behalf. I'm sure you will have no shortage of help if needed.

 

[Jo]

Thanks Chris. Though you can't speak to anyone there about complaints. I was given the number 02087314100 and I spoke to a very nice lady called Jackie.

Having calmed down a bit and reading back this thread. I reckon I must sound like a right fruit cake. Oh well.

I have now been told that some courier labels are being sent out to me, which will take 2 days or so. Once I get those, I am to package up my camera and call the courier to pick it up. From there it is going to take 7-10 working days to get my camera back .

I am hoping this will be unnecessary and that Kerso will come through for me, with an offer of a replacement instead. I really really can't cope with the idea of not having my camera that long.

I am also going to write a letter of complaint on Jackie's advice. She in turn is going to make sure the recordings from my initial call are kept somewhere, as I should never have been told I would get a new camera. She is also finding out the name of the girl I spoke to at Colchester camera centre. They are not a Canon company, but they do work for them if that makes sense. The whole matter will be dealt with anyway, so I guess that's something.

Why can things never be straight forward? :shake:

 

[kerso]

Jo, Hope Canon have got back to you. As I have said you needed to go via Canon UK as you would buying anywhere in UK and then finding a fault after a while. That is what Canon warranty is for. I could understand you wanting an exchange if you had just bought the item a few days ago and thats what I would have done, exchanged it. So for anyone looking in on this thread this is what should happen.
If you get a problem with any item after first week of purchase yes I can exchange it after testing and exchange will be for same model, ie not a different item. I have said before that I will honour any warranty for 1 year regardless. In other words if Canon won't sort I will make sure of repair or exchange. I can't be any fairer than that. Jo please let me have an update. Regards Ian.

Thanks Chris. Though you can't speak to anyone there about complaints. I was given the number 02087314100 and I spoke to a very nice lady called Jackie.

Having calmed down a bit and reading back this thread. I reckon I must sound like a right fruit cake. Oh well.

I have now been told that some courier labels are being sent out to me, which will take 2 days or so. Once I get those, I am to package up my camera and call the courier to pick it up. From there it is going to take 7-10 working days to get my camera back .

I am hoping this will be unnecessary and that Kerso will come through for me, with an offer of a replacement instead. I really really can't cope with the idea of not having my camera that long.

I am also going to write a letter of complaint on Jackie's advice. She in turn is going to make sure the recordings from my initial call are kept somewhere, as I should never have been told I would get a new camera. She is also finding out the name of the girl I spoke to at Colchester camera centre. They are not a Canon company, but they do work for them if that makes sense. The whole matter will be dealt with anyway, so I guess that's something.

Why can things never be straight forward? :shake:

 

[kerso]

Gary, Thank for your input on this thread I appreciate your level headed replies. Regards Ian.

At the end of the day, Kerson has a great rep on the site, and he will do the right thing if you give him half a chance. You are almost jumping the gun and dragging his name a little through the mud, without justification - YET.

He has not broken your camera, and whilst maybe he should have just said "replacement will be sorted", he has asked you to seek advice from Canon UK as this worked for a previous customer. I know your upset and angry, I would be too, but to take it out on the seller is wrong IMO. You shoud annoyed at Canon first and foremost if anyone.

Give kerso a chance to sort this before you kick him in the gonads too hard!

Gary.

 

[Jo]

Ian please read my PM to you.

 

[Jo]

Jo, Hope Canon have got back to you. As I have said you needed to go via Canon UK as you would buying anywhere in UK and then finding a fault after a while. That is what Canon warranty is for. I could understand you wanting an exchange if you had just bought the item a few days ago and thats what I would have done, exchanged it. So for anyone looking in on this thread this is what should happen.
If you get a problem with any item after first week of purchase yes I can exchange it after testing and exchange will be for same model, ie not a different item. I have said before that I will honour any warranty for 1 year regardless. In other words if Canon won't sort I will make sure of repair or exchange. I can't be any fairer than that. Jo please let me have an update. Regards Ian.

So unless your item becomes faulty within the first couple of weeks you will just advise your customer to go to Canon with the problem? I've had my camera 3 months and 15 days give or take a day or so.

If you read my PM Ian you'll see I have noted down what I was told by Trading Standards.

I don't think you have read all the replies or my PM yet.. I really don't know what else to say right now ...

 

[kerso]

Jo, Yes I have read your replies. Please read my previous replies on this thread. You need to calm down, you have stated you have other issues at moment. I asked you to call Canon UK which you have and you have told me that Canon are happy to pick up, repair and return! I also told you if you had any hassle with them I would take it back and get it repaired under warranty or exchanged for a new one if need be. I WILL NOT LET YOU DOWN. I have told you this I haven't ignored you. Please sit back and think about this. You have sated that you just can't do without your camera for 6 days. I understand you are fond of your camera and are going through bad times and please let me have an update once you hear from Canon UK. Regards Ian.

So unless your item becomes faulty within the first couple of weeks you will just advise your customer to go to Canon with the problem? I've had my camera 3 months and 15 days give or take a day or so.

If you read my PM Ian you'll see I have noted down what I was told by Trading Standards.

I don't think you have read all the replies or my PM yet.. I really don't know what else to say right now ...

 

[Cobra]

Thanks Chris. Though you can't speak to anyone there about complaints.

Hi Jo
I wasn't suggesting "looking" for the complaints dept
But rather write to the MD ( or phone)
I had an on-going problem with with a VW Polo some years back
(OK so I know its slightly different)I wrote to the MD of VAG UK
and guess what all my problems dissapeared very quickly so Cudos to VAG's MD
The problem with the Brits is that they (me included) are slow to complain and "complain hard".
We also don't seem to know our rights when things go wrong either and tend to believe what ever we are told

 

[julien]

whenever i have purchased items from a store and they have become faulty i have always been directed to the manufacturer rather than the actual place of purchase. this is very common practice.

You just need to tell Canon you want answers immediately and threaten them with trading standards, if you are emailing them it wouldnt hurt to mention that you are a member of a very large online forum and that you have been given advice from other canon users who have had problems in the past. its all bad publicity for them which they really do not like.

to be honest in my opinion Kerso is being more than fair.

 

[Jo]

No, I'm sorry I disagree. I should not have had to deal with all the crap I have had to deal with today from Canon. What I was told by trading standards and from what I understand from the little I have read on the SOGA that should have been the sellers responsibility. I should have been able to go to him and say I have a problem with my camera, explaining what. Then I should have had it taken out of my hands and dealt with. I was hoping it would have been even easier than that and I was hoping for a simple exchange. I can see now that that was probably wishful thinking.

I know if I had bought the camera from Jessops, or Argos or anywhere like that and it had been faulty like this within the first few months, they would have simply taken it back there and then and offered me a replacement. They have done it (Argos in particular) with other items we have had in the past that are not covered by the 16 day (or however many it is now) money back guarantee. One item, a pair of hair straighteners was not only replaced instantly, but for a pair of better ones.

I think this will be all I'll say on the matter for now. I just hope the next 10 days fly by

 

[Janice]

One item, a pair of hair straighteners was not only replaced instantly, but for a pair of better ones.

I think people are more likely to replace something that cost under £50 quite readily,,, but not maybe over £700.

I buy my computers from PC world.... for the simple reason that if they go wrong.... I arrange with Hewlett Packard to repair etc, and i can take to PC World for it to be collected.

PC World dont take the item back and exchange it for me though. It is done through Hewlett Packard direct. Not exchanged, but repaired, even when under warranty.

Im not sure most places would do a direct exchange on an expensive item like that. :shrug:

 

[EdinburghGary]

I know if I had bought the camera from Jessops, or Argos or anywhere like that and it had been faulty like this within the first few months, they would have simply taken it back there and then and offered me a replacement.

Not true, I argued and argued with jessops about my expensive and faulty flash gun (a few months old). They simply directed me to Nikon. I eventually got them to send it for me, but it was difficult.

Still waiting on it coming back.

Gary.

 

[kerso]

Jo, I offered you to send camera back to me for repair or exchange if need be, you declined as you said you couldn't do without camera for more than a couple days. Sorry you aren't happy but you must understand the way that warranty works. I am more than happy to deal with Canon if you send back to me. Please make the decision and get back to me. Regards Ian.

No, I'm sorry I disagree. I should not have had to deal with all the crap I have had to deal with today from Canon. What I was told by trading standards and from what I understand from the little I have read on the SOGA that should have been the sellers responsibility. I should have been able to go to him and say I have a problem with my camera, explaining what. Then I should have had it taken out of my hands and dealt with. I was hoping it would have been even easier than that and I was hoping for a simple exchange. I can see now that that was probably wishful thinking.

I know if I had bought the camera from Jessops, or Argos or anywhere like that and it had been faulty like this within the first few months, they would have simply taken it back there and then and offered me a replacement. They have done it (Argos in particular) with other items we have had in the past that are not covered by the 16 day (or however many it is now) money back guarantee. One item, a pair of hair straighteners was not only replaced instantly, but for a pair of better ones.

I think this will be all I'll say on the matter for now. I just hope the next 10 days fly by

 

[EdinburghGary]

To add, I bought a £1200 projector from Comet. Blew up after 2 weeks, the refused point blank to do ANYTHING, I got trading standards on to them, nothing. I eventually gave in and sent it back for repair, was back with me ina week. I got banned from the store for swearing and shouting

Gary.

 

[Chillimonster]

To add, I bought a £1200 projector from Comet. Blew up after 2 weeks, the refused point blank to do ANYTHING, I got trading standards on to them, nothing. I eventually gave in and sent it back for repair, was back with me ina week. I got banned from the store for swearing and shouting

Gary.

I did that with a £1k TV at Comet that was 8 months old, But i stood my ground (without the swearing, but i was close), and 3 hours later i had a newer, better TV in the back of the car. As a result i always go to comet for my electricals and see the same store manager.

I always say that a company be judged on how they sort out a problem.

Chris

 

[hypnotic]

Just to put another view ....

I bought a 30d from Dixons and it went wrong after about 3 months. They told me to send it back to Canon for repair.

Took about a week for them to find nothing wrong with it ...

 

[Marcel]

Legally, it doesn't matter if Canon offer a warranty on their product.

You didn't buy the camera from Canon, you bought it from Kerso, and as such, it is Kerso that your contract is with. The contract being that you provide the money and he provides the agreed item that is fit for purpose.

The SOGA states that if the item becomes faulty within a reasonable period of time (it doesnt define this), then the item must be repaired or replaced without significant inconvenience to the customer. The decision to repair or replace is at the retailers discretion (in this case, Kerso).

Some retailers like Argos are happy to replace the item even many months after purchase, if it becomes faulty. They don't *have* to do it, but they do.

So legally, you can force Kerso to accept the camera back for repair or replacement (which one will be his choice).
However, I can see why Kerso is directing you to Canon.
If you were to use the SOGA and return the camera to him, he would then choose to get it repaired, and would do so using the manufacturers warranty, by sending it back to Canon.
They will then repair it, and send it back to him...and he will send it back to you.

Which means even longer without your camera, so it makes sense for him to instruct you to deal with Canon yourself.

As it stands you WILL be getting a working camera back, regardless of how Canon react.
The problem we face as consumers is that high street retailers use this system as a way of saying "not my problem...go to the manufacturer" and *that's* where the SOGA works its magic. Kerso isn't doing that here.
So while you have the option of saying to kerso "I don't care...take it back and sort it", it would end up taking longer for you, and therefore would be cutting your nose off to spite your face, so to speak.

You have the right to have it repaired for free under the Canon warranty, this is the quickest option available to you.
Kerso *could* give you a brand new camera, and send yours away for Canon to repair, but that would just be silly business sense IMO, he would then end up with a used (albeit repaired) camera, which is worth less than the new one he's just given you, if that makes sense.

I would complain about Canon too. I have had problems with them myself today

Hope you get a working camera back soon!

 

[DinoS]

Interesting that marcel, so they do not have to replace it under the SOGA.

 

[kerso]

Excatly what I have offered to take back for repair or exchange. Come on guys Jo has all information she isn't a schoolkid let her decide, you aren't helping keeping all this going round and round!

Legally, it doesn't matter if Canon offer a warranty on their product.

You didn't buy the camera from Canon, you bought it from Kerso, and as such, it is Kerso that your contract is with. The contract being that you provide the money and he provides the agreed item that is fit for purpose.

The SOGA states that if the item becomes faulty within a reasonable period of time (it doesnt define this), then the item must be repaired or replaced without significant inconvenience to the customer. The decision to repair or replace is at the retailers discretion (in this case, Kerso).

Some retailers like Argos are happy to replace the item even many months after purchase, if it becomes faulty. They don't *have* to do it, but they do.

So legally, you can force Kerso to accept the camera back for repair or replacement (which one will be his choice).
However, I can see why Kerso is directing you to Canon.
If you were to use the SOGA and return the camera to him, he would then choose to get it repaired, and would do so using the manufacturers warranty, by sending it back to Canon.
They will then repair it, and send it back to him...and he will send it back to you.

Which means even longer without your camera, so it makes sense for him to instruct you to deal with Canon yourself.

As it stands you WILL be getting a working camera back, regardless of how Canon react.
The problem we face as consumers is that high street retailers use this system as a way of saying "not my problem...go to the manufacturer" and *that's* where the SOGA works its magic. Kerso isn't doing that here.
So while you have the option of saying to kerso "I don't care...take it back and sort it", it would end up taking longer for you, and therefore would be cutting your nose off to spite your face, so to speak.

You have the right to have it repaired for free under the Canon warranty, this is the quickest option available to you.
Kerso *could* give you a brand new camera, and send yours away for Canon to repair, but that would just be silly business sense IMO, he would then end up with a used (albeit repaired) camera, which is worth less than the new one he's just given you, if that makes sense.

I would complain about Canon too. I have had problems with them myself today

Hope you get a working camera back soon!

 

[kerso]

My previous reply was not directed at any one specifically, I just think Jo needs to decide today what she wants to do regards camera. This is getting silly. Thanks to all members for your input. I appreciate your business. Regards Ian.

Excatly what I have offered to take back for repair or exchange. Come on guys Jo has all information she isn't a schoolkid let her decide, you aren't helping keeping all this going round and round!

 

[Marcel]

Interesting that marcel, so they do not have to replace it under the SOGA.

Do you mean the retailer? Then no, not at all. They only have to provide what was agreed within the remit of the 'contract' (IE the transaction in a shop usually). They purchased a new, fully functioning camera, they should get a fully functioning camera, one that should last a 'reasonable amount of time'.

 

[Jo]

OK, firstly I just want to apologise to Kerso/Ian for any trouble I have caused. At the time my head was a shed and I was so distraught I just couldn't bare to be without my camera. Again, I'm sorry. I set my expectations of you too high, I know that now.

Secondly, Canon finally collected my camera yesterday ... that's right Wednesday :shake: There was some confusion apparently. One person thought I was calling to arrange for it to be picked up by UPS, the other sent out some labels for me to use, and then call UPS for pick up. The first person was wrong and the second person forgot to tell me the labels were coming via recorded delivery. Now ordinarily this would be fine with anyone, but I can't get to the door in time for such an occasion. The only way for me to do that is if I have plenty of notice so I can go and sit and wait for the postman. So of course I missed the postman. When I called to let them at Canon know and to ask why they didn't tell me it was going to be recorded, I was told "It isn't normally, so I had no idea to tell you, I can only apologise" Anyway she redeemed herself by arranging for UPS to come within the following 2 hours having also arranged for the driver to come to my office window which I sit by.

I called today and asked if they had received my camera, though I already knew they had at 9:05am because I checked with UPS. I was told they had, and when the lady (Jackie mentioned in an earlier post) went to check she came back and told me that they were working on it as we spoke at 12:15pm. I pointed out to her that the letter enclosed with my camera to her ( and the fixers pointing out the problem, which included this problem, the unresponsive shutter button, and a tiny scratch on the preview screen( thought I would try my luck with that bit ... who knows)) stated that if they got my camera back to me by Saturday I would not pursue any complaints. She told me that it shouldn't be a problem. So roll on Saturday :sigh of relief smiley:.

What a nightmare. It seems everything has been working against me and my poor ickle 40D. When he gets home I am going to pamper him something rotten

 

[fletch5]

aww, glad you got answers int he end, looking forward to hearing it makes it back in good condition.

have to say i have had a few companies direct me back to manufacturers for problems that have arisen.

 

[Grahame]

I am glad to hear that all is hopefully going to be resolved by Saturday Jo.

I think it has all worked out in the long run, in what where unusual circumstances.

Definatly think I would use Kerso (I have never done so before due to wanting the ability to return things to a shop if anything like this happens!) But maybe that was over expectation on my behalf.

Just glad it is all sorted to everyones satisfaction.

 

[Marcel]

Glad to hear things are looking up!

 

[Techno-Geek]

OK, firstly I just want to apologise to Kerso/Ian for any trouble I have caused. At the time my head was a shed and I was so distraught I just couldn't bare to be without my camera. Again, I'm sorry. I set my expectations of you too high, I know that now.

Secondly, Canon finally collected my camera yesterday ... that's right Wednesday :shake: There was some confusion apparently. One person thought I was calling to arrange for it to be picked up by UPS, the other sent out some labels for me to use, and then call UPS for pick up. The first person was wrong and the second person forgot to tell me the labels were coming via recorded delivery. Now ordinarily this would be fine with anyone, but I can't get to the door in time for such an occasion. The only way for me to do that is if I have plenty of notice so I can go and sit and wait for the postman. So of course I missed the postman. When I called to let them at Canon know and to ask why they didn't tell me it was going to be recorded, I was told "It isn't normally, so I had no idea to tell you, I can only apologise" Anyway she redeemed herself by arranging for UPS to come within the following 2 hours having also arranged for the driver to come to my office window which I sit by.

I called today and asked if they had received my camera, though I already knew they had at 9:05am because I checked with UPS. I was told they had, and when the lady (Jackie mentioned in an earlier post) went to check she came back and told me that they were working on it as we spoke at 12:15pm. I pointed out to her that the letter enclosed with my camera to her ( and the fixers pointing out the problem, which included this problem, the unresponsive shutter button, and a tiny scratch on the preview screen( thought I would try my luck with that bit ... who knows)) stated that if they got my camera back to me by Saturday I would not pursue any complaints. She told me that it shouldn't be a problem. So roll on Saturday :sigh of relief smiley:.

What a nightmare. It seems everything has been working against me and my poor ickle 40D. When he gets home I am going to pamper him something rotten

Good to see that they are starting to fix it , are you going to spoil him with a new lens when you get it back?

 

[losixxx]

To add, I bought a £1200 projector from Comet. Blew up after 2 weeks, the refused point blank to do ANYTHING, I got trading standards on to them, nothing. I eventually gave in and sent it back for repair, was back with me ina week. I got banned from the store for swearing and shouting

Gary.

thats why they did nothing m8, the shouting and swearing...i work for the company and i would have done and have done the same ive even called the police on several occasions to uruley customers

it is the actual manufactures who dictate the returns policy to the supplier
for example comets returns policy for canon is within 28 days inspected at store to determin if there is an actuall fault (you'd be suprised how many times its user at fault) if there is a fault (again within 28days) offer customer either refund or replacement...
however after 28 days the law says the company has the right to have any item inspected by an engineer (in canon's case by canon) this means sending item back to canon...who then make the descision on what to do with it and not comet!
no shouting screaming or cussing will change what happens! just probably mean your repair takes 10days longer

however on the other hand many years ago when i was a store manager i regularly went the extra miles to help the customer just depends on many things ie the customer, the age of the item, the manufacturer, the fault etc

 

[EdinburghGary]

thats why they did nothing m8, the shouting and swearing...

No it's not. That started after an hour of negotiating and me loosing my patience in the end. The shouting and swearing came after I gave in and left the projector on their Customer Services desk.

The staff were ALL unfriendly, unhelpful and in my opinion RUBBISH at their jobs.

Gary.

 

[losixxx]

No it's not. That started after an hour of negotiating and me loosing my patience in the end. The shouting and swearing came after I gave in and left the projector on their Customer Services desk.

The staff were ALL unfriendly, unhelpful and in my opinion RUBBISH at their jobs.

Gary.

but the main thing is your post is IN YOUR OPINION! i can imagine what the edinburgh store managers opinion is of you but heho everyone to there own

 

[mattyh]

it is the actual manufactures who dictate the returns policy to the supplier
for example comets returns policy for canon is within 28 days inspected at store to determin if there is an actuall fault (you'd be suprised how many times its user at fault) if there is a fault (again within 28days) offer customer either refund or replacement...
however after 28 days the law says the company has the right to have any item inspected by an engineer (in canon's case by canon) this means sending item back to canon...who then make the descision on what to do with it and not comet!
no shouting screaming or cussing will change what happens! just probably mean your repair takes 10days longer

Could you please direct me to the law that states that a company has the right to send a product away for inspection after 28 days please?

 

[EdinburghGary]

but the main thing is your post is IN YOUR OPINION!

That's why I said it

Gary.

 

[losixxx]

Could you please direct me to the law that states that a company has the right to send a product away for inspection after 28 days please?

i would if i knew it! not my department....but in the 15 years ive been in the business thats been the policy. the company has a right to determine there is an actual fault with the product, if it is clearly obvious then fine if not it stops the company getting stuck with items ''some'' customers just say is faulty as theyve changed there minds...(this does happen a lot)