Help needed with 6D dust issues.

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Paul Heyes

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Hi all,
Apologies for the long post.
I'm looking for some advice on where to go with an ongoing problem with a Canon 6D I purchased from a local camera shop. Within about 3 days I noticed a small marks through the viewfinder. I took it back to the shop and they said it was dirt and a scratch on the focusing screen. But as the camera box was sealed at purchase, they said the marks must have happened since then (I'd changed the lens a couple of times but I was careful). They offered to replace the focusing screen as a "good will gesture", but stated that they would have to order one from Canon; I accepted this suggestion. Two days later, upon uploading the first images I'd taken to my computer I noticed spots which the shop said was just dust on the sensor, and they offered a clean, but as I was having the focusing screen replaced, it would be better to do both procedures together which I was OK with. Over 2 weeks passed, and after a few calls, there was no sign of the focusing screen arriving, and after the shop chased the order up with Canon with no luck, I offered to buy the screen from another online retailer with next-day delivery as I was planning to go on holiday a week later. They agreed to fit the screen and carry out the sensor clean. When I picked the camera up again afterwards, I noticed there was still a few marks through the viewfinder that the shop staff said couldn't be helped. I took the camera home and took some photos to test out the sensor and noticed the same marks; I returned the camera later that day for another clean and they still couldn't remove the mark. They then spoke to the area manager but he was not willing to authorise a replacement/refund, but wanted to send the camera off for another clean, which I had no choice but to agree to. Upon receiving back from this procedure, I noticed that the sensor was a lot cleaner, but I still had some small dust marks that were visible.
Yesterday, I decided to take my camera to a professional cleaner and, upon inspection, he noticed a scratch on the sensor and a lot of dust in the chamber which he suggested had arisen from some "overenthusiastic" sensor cleaning. I've never attempted a sensor clean myself as I was worried about causing damage. I'm wondering if anyone can help me in terms of working out where I stand as a consumer/customer regarding a replacement, or whether I should just accept that the dust will always be an issue.
 
I would go back to the retailer and say the dust marks are still present, wouldn't mention I had taken it elsewhere though

Ask that they send it back to Canon for inspection and if the sensor or at least AA filter is scratched they should notice it and hopefully change it under warranty.

Might bill the retailer if they feel it was damage by them, but whatever happens you should get it sorted out.

Dust will always be an issue, but a scratch shouldn't have been the outcome of their efforts. I have cleaned sensors and they must have been very enthusiastic to damage it, not as delicate as some people seem to think
 
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Sounds like a couple of issues - dust behind the focus point indicator screen (sadly this is normal for Canon - no effect on image quality) and a scratch to the sensor, which will leave marks on your images. I'd be demanding a new camera personally as it's not fit for purpose.
 
Thanks for the replies, I've asked a couple of times regarding a replacement camera but they weren't having any of it, but I've not spoken to them since the sensor/filter scratch was pointed out to me. Not sure if the remaining dust marks correspond with the scratch though.
 
Maybe if at all possible you can be polite but stronger?

How did you pay? If by credit card can you go through them? I've never had to do it myself but I understand that credit card companies can be effective in disputes... Failing that mention the possibility of going through small claims and raising holy hell?

Personally after being messed about so much I think I'd be pushing to walk away with a full refund or at the very least a replacement camera although option one would be best so that you can avoid dealing with these monkeys.
 
Section 14 of the Sales of Goods Act 1979 amended in 1994, refers to good being of "merchantable quality" and gives grounds for rejection. This is what is meant by your statutory rights. As has already been said demand a refund, the law is on your side, you have given them numerous opportunity to repair the fault, all unsatisfactorily. Good luck
 
I did pay by credit card so maybe it is an option I can look at. To be honest the whole situation has got me down and I feel uncomfortable every time I contact the shop. I have now found an email address for one of the directors of the chain so I may use this as a contact point.
 
I know how you must feel...

I think that I'd ring my credit card company and just sound them out. It may be the only call you have to make and at least it'll be less stressful than getting onto the shop yet again.

Ring them tomorrow, assuming they work Sundays... or if not call them on Monday, cry on their shoulder and if at all possible say that you'd rather go for a refund and walk away from a seller you're not happy with.

I hope that your next post is "Job done and happy"!
 
Agree with all the above,try not to let it get you down but try to stand firm and ask for a refund or a brand new camera,if they refuse tell them your going to take it to the Trading Standard.

Good luck
 
Paul Heyes said:
When I picked the camera up again afterwards, I noticed there was still a few marks through the viewfinder that the shop staff said couldn't be helped. I took the camera home and took some photos to test out the sensor and noticed the same marks...
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That's a bit weird. Marks which you can see through the viewfinder won't be visible on images. And marks which you can see on images won't be visible through the viewfinder.
 
StewartR said:
That's a bit weird. Marks which you can see through the viewfinder won't be visible on images. And marks which you can see on images won't be visible through the viewfinder.
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Sorry, what I meant by that was the same sensor dust marks and some of the focusing screen specks were still there.
 
Called the shop today but it seems they are sticking with the line that the camera was sealed when I bought it and that they regard the sensor cleans and focusing screen replacement as being an act of good will by them and stressed they were performed professionally at cost to the shop. I get the impression that they don't believe the sensor scratch was caused by any cleaning that they sanctioned but is somehow down to my mishandling. I was told that the issue will now be passed on to someone higher in the chain so I'll now have to wait and see where that gets me.
 
Still not heard anything back from shop. I'm going to have to get in touch again, might just email this time as I feel really uncomfortable talking to them now. I know it's just my word against theirs but they sure like to make you feel as if everything's your fault!
 
If it was me I would go in face to face, and demand that they replace the camera, or refund you your money. Don't be afraid to kick up a fuss, you are in the right as the customer. Shout about small claims court, solicitors etc, and if its a chain of stores ask for the direct contact details of the director. I've been in a similar situations, and sometimes you have to be a bit of a d**k to get what you're entitled to.
 
I asked for contact details of an area manager a few weeks ago but they said to send the email to them and that they would forward it to him!
 
Having been a complaints manager for a multi national company I would suggest you write/email directly to the CEO. Although it will only likely be read by one of their minions it should find its way to a department or person that will investigate

In the communication mention how this case could likely spread via social media and amongst your many photography colleagues and associated websites.

It also doesn't hurt to use the words "legal advice" and "brand damaging" as these seem to get some attention amongst the complaints fraternity

Explain clearly and refrain from any hyperbole so that you are taken seriously, in my experience saying you will contact BBC Watchdog, your MP or local papers just reeked of desperation

Ask for a receipt of receiving your complaint and state that you expect a satisfactory resolution within twenty eight days.
 
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Unfortunately it sounds like your going to have play hard ball with them, demand head office details and don't be fobbed off with "we'll pass it on". The internet is a great place to find director details, just google the company and something will come up.
 
ChrisHeathcote said:
Unfortunately it sounds like your going to have play hard ball with them, demand head office details and don't be fobbed off with "we'll pass it on". The internet is a great place to find director details, just google the company and something will come up.
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This! And if you don't hear back from director level the first time, then keep trying, eventually you will get a response. Directors are all about maintaining the company image and presence, and can be a very effective method of getting an issue like this sorted.
 
You have accepted a repair that still hasn't worked so its refund time Citizens advice will back you.
Don't loose heart just play it really hard, it wasn't cheap it wont work you have been reasonable and accepted one repair attempt so as this hasn't worked its refund time, personally I would write down the events who you spoke to etc, write to the MD and credit company, don't waste your breath with the shop who clearly arnt going to help, I would also copy Canon uk in and show them a link to this post as its only fare that they get a chance to comment as the possibly don't know of your issues
 
EspressoJunkie said:
This! And if you don't hear back from director level the first time, then keep trying, eventually you will get a response. Directors are all about maintaining the company image and presence, and can be a very effective method of getting an issue like this sorted.
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This is very true we had recent dealings with an energy company who thought it was ok to bill me 6 months after we had left, it took one week of carefully worded calls then the main man rang me and cancelled the bill, its all about complaining in the right way, keeping your cool and never rant or threaten.
If I was Canon I would sort it for you as happy customers are good sales men
 
Thanks for all the helpful advice. I think I'll email the shop again and email the director via the address I found on their Facebook page. My initial concern was whether I had the right to a replacement/refund as I'm well aware that dust will always be an on-going issue, but to have left a mark on sensor/glass after a clean surely puts me in a stronger position.
 
From memory its refund / repair at your choice. ( according to the sale of good act I can find the exact bit should you require it)
I would now want my money back as they clearly havent treated you right.
 
If you do also contact Canon etc, then out I courtesy let the company know this too. They will find it harder to ignore you if Canon are also aware and pushing for a resolution
 
They will no doubt try and say that as you opted for a repair that they will continue down that route

From what I understand the main issue is the possible damage caused to the sensor by their attempts at cleaning.

As a compromise it may be an idea to suggest the camera is sent to Canon for inspection to identify if indeed the sensor has been damaged

My main concern here is the third party you consulted and every likelihood the seller will try to lay the blame at their door, I know that thought would cross my mind

Not that sure you can prove where any negligent act may have happened and think your best course of action would be in obtaining a satisfactory repair
 
tijuana taxi said:
They will no doubt try and say that as you opted for a repair that they will continue down that route

From what I understand the main issue is the possible damage caused to the sensor by their attempts at cleaning.

As a compromise it may be an idea to suggest the camera is sent to Canon for inspection to identify if indeed the sensor has been damaged

My main concern here is the third party you consulted and every likelihood the seller will try to lay the blame at their door, I know that thought would cross my mind

Not that sure you can prove where any negligent act may have happened and think your best course of action would be in obtaining a satisfactory repair
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When I took the camera to the third party he inspected it in front of me using a magnifying loupe and pointed out the scratch to me straight away, I wouldn't have know about it had he not.

I see your point though, how do I prove where the neglect took place. I only asked some one else to look at it as a result of three failed attempts at a clean via the shop.
 
I see your point though, how do I prove where the neglect took place.
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Exactly and playing devils advocate I can see that being a bone of contention although from the facts given I do agree that you should get either a refund or replacement.

The complaint manager will obviously have a bias towards their employer and have to say I would certainly raise the third party aspect. Ultimately though I believe most people in that position do try to fulfil the customers expectations despite hearing some very spurious tales (not for one minute suggesting your case is one of those)

Having had a fair amount of experience in these matters quite often a compromise is the best way to obtain a satisfactory resolution. In this case a fully functioning camera at no cost to yourself would seem to satisfy that criteria and might be the best way to proceed
 
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I think scratch is almost besides the point. If you get back to the original fault of dust. You have given them the opportunity to repair it and this has not rectified the fault, it is now your legal right to reject the goods under the grounds of them being "not of merchantable quality" or "fit for purpose". I would reject the goods, get a refund and buy a replacement from another store. The customer service of this store is one I would question in the future
 
I think scratch is almost besides the point. If you get back to the original fault of dust.
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Dust isn't a fault though, just something you expect even with a new'ish camera especially if you changed lenses in the wrong environment. It was reported as after three days use, bit different if it came new with dust issues, but that isn't what we are talking about here.

If dust was classified as a fault everyone would be taking their cameras in to get them "fixed"

Have to disagree and say the only tangible problem is the scratch
 
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