Currys PC World

4.00 stars

2859 Reviews

GBP silhouette

SAVE ON YOUR INSURANCE

John's complaint against Currys PC World

John Parkyn

01/06/2015

[RESOLVED] - Expected to pay for camera repair when it was undamaged going into store

Complaint against Currys PC World

My Fuji camera developed a fault with the motor and so was taken into the store as advised. Their own service docket and subsequent emails have stated that there was no damage to my camera when it was taken in. It was sent to Fuji for service / repair as it was still under guarantee. This was rejected by Fuji as it noted that the camera had 'impact damage' and was therefore not covered by the guarantee. Fuji sent me a photograph that clearly shows a piece of the lens rim has been broken off and a split further around the rim. PC World have now stated that the damage must have happened when it was sent away and therefore I must take the matter up with the manufacturer ie Fuji To be honest, I don't care who's fault it is, I just want fairness. As far as I am concerned, the camera was given to PC World therefore any problem should be sorted by them. It should be them arguing with Fuji and not playing pass the buck with me.

  • supporters 0

Currys PC World resolved this complaint

  • Comments (33)

TEAM KNOWHOW | | VERIFIED

I would like to offer you the £65 to get your camera repaired and returned, so you can hopefully enjoy it for the remainder or your trip to Spain. I can send this as a cheque as we cannot call you to transfer the amount to your account. This can take up to 28 days to be received. So if you do have a number it may speed this up for you. I hope to hear from you shortly Kind Regards Georgia

John Parkyn | | VERIFIED

See, this is where I get so frustrated!!! No, a cheque would not be better for me here as I do not have a Spanish Bank account to pay it into. The time it would take to clear etc as well means that we would practically be on our way home by then. TBH, I don't even know where the camera is at the moment, who has it, you or Fuji? It had been my hope that it could have been brought over to me by a family member on holiday but that has gone by the by now.

John Parkyn | | VERIFIED

Why can we not stop all this nonsense - as far as I see it you have 2 choices: 1. Send the camera (if you have it) to Fuji for the repair and just pay the repair bill (my previous question about how long the repairs would be guaranteed were not answered properly) 2. Give me a replacement as originally requested. This is the only way I am open to discuss with you. Failing that I will have no option but to take out a Small Claims Court action to recoup the cost (whole cost) of the camera.

John Parkyn | | VERIFIED

Reported as Spam

Joy H | | VERIFIED

Think this is absolutely disgusting, the camera was undamaged when it was handed over to the store, so surely the responsibility of the camera is that of who it was handed over too.... I have had laptops from this company in the past and had them sent for repair... and nothing like this has ever happened.... My Laptop now needs replacing 5 years old and I'm thinking maybe not this company, just in case it happened to me, I wouldn't want the hassle...

TEAM KNOWHOW | | VERIFIED

Hi Jon, Sorry that you post has not been addressed yet. I have been out of the office until today. As previously advised we will happily cover the cost to get this unit repaired and returned to you. Your camera is currently within the store. We do not have the facilities to pay Fuji direct. If it would be easier I can arrange a bank transfer to your son so he can make this payment in store, please send me his details through a direct message if you wish to do this. 1/2

TEAM KNOWHOW | | VERIFIED

Hi Jon, Sorry that you post has not been addressed yet. I have been out of the office until today. As previously advised we will happily cover the cost to get this unit repaired and returned to you. Your camera is currently within the store. We do not have the facilities to pay Fuji direct. If it would be easier I can arrange a bank transfer to your son so he can make this payment in store, please send me his details through a direct message if you wish to do this. 1/2

TEAM KNOWHOW | | VERIFIED

I offered a cheque so this can be posted for you to your home address, allowing us not to call you abroad as you’d requested via email. I am not able to exchange your unit I feel the offer to cover the repair cost is fair taking the circumstances in account. If you do wish to speak to a 3rd party for further support my offer still stands. Thanks Georgia 2/2

John Parkyn | | VERIFIED

How do we send a DM on this site to give you account details? Will we have to wait for the camera to be repaired before paying seeing as it is going to take up to 28 days to clear or will it be sent in the immediate time being?

TEAM KNOWHOW | | VERIFIED

Hi John, We do not take account/card details online only over the phone. If I can have a number to contact you on or If you can give me your sons I can get this arranged to be given to him in your stead. I assume he will be doing this is your absence? It would need rebooking in at store I believe Fuji take payment before receiving then return it repaired. You cannot DM on here as you've closed your complaint, but any further messages can be sent to [email protected] - Thanks Georgia

TEAM KNOWHOW | | VERIFIED

Hi John, We do not take bank details over messages online a secure phone line. If you can provide me with a contact number for yourself I can get this arranged. Although this payment will need to be made in store to send the camera away again. If this would be easier, with your consent, We can arrange this to be given to you son in your stead. As this complaint is now closed I don't believe you can DM us here but you can email me at [email protected] . Thanks Georgia

TEAM KNOWHOW | | VERIFIED

Hi John, thanks for getting in touch with us on here. I'm sorry to hear of the issue that you have had with your camera. I understand that we have already engaged you on twitter with regards to this issue - Ian

John Parkyn | | VERIFIED

We may have already 'engaged' on Twitter but I have had no positive response from anyone. Also, with only 140 characters allowed on there, it is difficult to fully explain or answer queries. I cannot see where the problem is - my camera was NOT damaged when brought into the Swansea store. I am now being told that it must have been damaged whilst away for repair. Fuji have refused to do the repair as it was presented to them with 'impact damage'. This shouldn't be for me to sort out.

John Parkyn | | VERIFIED

Have you looked at the photograph? It looks as if someone has taken a pliers or something similar to the lens and tried to prise it open, failing miserably, resulting in a piece missing from the rim of the lens and also cracking further around. Who was responsible for that? I would like a conclusion to this as soon as possible - we are supposed to be on holiday, taking photographs. Now all we have is undue stress trying to sort this out.

John Parkyn | | VERIFIED

So far I have had 10 emails from CurrysPCWorld/Knowhowtohelp, 6 tweets and the 1 response from'Ian' here. What is the difficulty? My camera was NOT damaged coming into store, it was given to you therefore it is your responsibility not ours. It is for you to determine who damaged the camera NOT me. My camera came to you with a motor fault. It is for you to sort out with Fuji but in any case I DO NOT want THIS camera returned, I expect it to be replaced so that I can continue with my holiday.

TEAM KNOWHOW | | VERIFIED

Hi Jon, I have checked our records and can see your conversations regarding the repair of your Fuji Camera. At this stage we cannot state where this damage has occurred. I appreciate it was not logged on your repair docket when being booked in. With this in mind and also the picture you have shown, which in my opinion is not in correlation to the fault you described.

TEAM KNOWHOW | | VERIFIED

I would like to offer you the £65 to get your camera repaired and returned, so you can hopefully enjoy it for the remainder or your trip to Spain. I can send this as a cheque as we cannot call you to transfer the amount to your account. This can take up to 28 days to be received. So if you do have a number it may speed this up for you. I hope to hear from you shortly Kind Regards Georgia

John Parkyn | | VERIFIED

"With this in mind and also the picture you have shown, which in my opinion is not in correlation to the fault you described," This is the whole point - my camera did not have external damage to the lens rim, it had an internal motor fault which was covered by the guarantee. Fuji have rejected the guarantee because of the 'impact damage' ie the damage to the rim of the lens that was not there before. The £65 for the repair is irrelevant. My camera has been damaged and I want it to be replaced.

John Parkyn | | VERIFIED

would you accept your car back if you had taken it in for an oil change and then been returned with a smashed headlight or a dent in the wing? The camera has been damaged by somebody, somewhere and is not the same now. I would not have any faith in camera. It was like new when brought into store, as commented on by the assistant at the time. At no time did I ever expect this charade to happen. I had hoped that store and customer would have been happy with the outcome but this has not been so.

TEAM KNOWHOW | | VERIFIED

Hi Jon, I appreciate your frustration about the damage, Again as I cannot state where or when this has been occurred I am unable to exchange the unit as a hole for you. I will gladly cover the £65 repair cost so you have a fully functional camera returned to you, to resolve the matter. I hope you are able to reconsider my offer. Kind Regards Georgia

John Parkyn | | VERIFIED

You are missing the whole point - the camera was in your care. Irrespective of whether it was a PCWorld employee trying a quick fix or someone in Fuji, my camera was damaged more than when it was taken into store. The telephone call from the store said that we could either pay the £65 to continue with the repair or we could upgrade the camera. Neither option was considered at the time as we didn't know at that point about the external damage until we received the photo from Fuji. We have given

John Parkyn | | VERIFIED

all the details to a television consumers rights programme and are waiting to hear back from them as well as an independent consumers rights campaigner. The money has never been the issue. It's the fact that I worked hard to save up to purchase the camera as it is my one enjoyment. It was my pride and joy. Everyone could tell you how carefully it was looked after. I do accept the fact that the camera cannot be replaced which would be the end of the problem.

John Parkyn | | VERIFIED

The eyes of the internet are watching this complaint with interest. As for me being able to continue my holiday, if it hadn't been for the generosity of a total stranger (now a good friend) who actually lent me one of his cameras, then my holiday would have been completely ruined instead of just being made intolerable by this whole episode. Please can we achieve a happy resolution to this never-ending sage.

TEAM KNOWHOW | | VERIFIED

Hi John, I fully appreciate the camera was within our care and with such would have been packaged and sent for repair. Hence the docket we provided your son. Again we can only speculate at which point this unit has been damaged in light of this I am happy to cover the repair costs quoted at £65, which would return your unit in full working order to you. I understand you take great pride and delight in your camera, which is why I feel my offer is fair to enable you to carry on enjoying it.- GM

John Parkyn | | VERIFIED

Firstly, the docket was given to my son when he produced the camera at store. There is a wide time window between it being received in store to it being packaged and sent to Fuji. This is not conjecture but fact. Someone damaged my camera. Someone took a chunk out of the rim of the lens! Will this be replaced as well as the motor fault repaired? What guarantee will I be given against the camera? Who knows what other problems may occur as a result of this abuse.

TEAM KNOWHOW | | VERIFIED

Hi John, I am aware the docket was given to your son, this is provided as documentation that you've released your unit for repair. I take on board the transit delay form store to Fuji. However we cannot state this is where the damage has occurred. I am sure no-one has intentionally taken a chunk out of your lens but this alongside the motor should be rectified with the repair fee. You manufactures warranty will still continue for any defects deemed as a manufacturers fault. Thanks Georgia

John Parkyn | | VERIFIED

You state, "Your manufactures warranty will still continue for any defects deemed as a manufacturers fault.". The original guarantee has now expired, does this mean once the camera has been serviced & repaired that it will be re-guaranteed & if so, for how long? Am I right thinking that you will send the camera to Fuji & deal direct with them as obviously we are no position to do this as we are still here in Spain? I still think that a replacement would have been much easier and better PR!

TEAM KNOWHOW | | VERIFIED

My apologies for the confusion there john I can see the warranty expired on the 15/05/2015. However if there are any further defects we can look into these for you as an out of warranty case. I can happily reimburse the £65 fee to you and this can then be arranged via the store for your camera to be repaired. As the repair was booked in under your details I am unable to generate funds to Fugi direct. With you being abroad would this be better as a cheque for you? Thanks Georgia

John Parkyn | | VERIFIED

See, this is where I get so frustrated!!! No, a cheque would not be better for me here as I do not have a Spanish Bank account to pay it into. The time it would take to clear etc as well means that we would practically be on our way home by then. TBH, I don't even know where the camera is at the moment, who has it, you or Fuji? It had been my hope that it could have been brought over to me by a family member on holiday but that has gone by the by now.

John Parkyn | | VERIFIED

Why can we not stop all this nonsense - as far as I see it you have 2 choices: 1. Send the camera (if you have it) to Fuji for the repair and just pay the repair bill (my previous question about how long the repairs would be guaranteed were not answered properly) 2. Give me a replacement as originally requested. This is the only way I am open to discuss with you. Failing that I will have no option but to take out a Small Claims Court action to recoup the cost (whole cost) of the camera.

John Parkyn | | VERIFIED

Glad to see I have support from Joy H from Worcester.

John Parkyn | | VERIFIED

I am still waiting for a response to my last postings - 2 choices - 1 or 2? If you have the camera then it is up to you to send it to Fuji to get the repairs done, at your cost, have the camera returned to store where it can be collected OR give me a replacement. This whole "we'll send you a cheque for you to pay Fuji" is ridiculous. This will definitely be a holiday to remember and for all the wrong reasons!

John Parkyn | | VERIFIED

We were fobbed off at every turn. Eventually sent a Letter Before Action to the store manager. I received a telephone call from Oona who said she couldn't understand why the matter hadn't been settled sooner as the camera wasn't a high end value item and she authorised immediate refund in full.
400 characters

2,858 other reviews of Currys PC World


loader