Could someone give me some advice please.
Posted 10/10/2012 - 16:55
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It makes interesting reading, but makes me wonder how many items are returned as faulty that are not faulty at all. We all pay for the cost of this, one way or another.
Best regards, John
Posted 10/10/2012 - 17:10
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It sounds to me like Charlotte's camera is faulty.
Charlotte, I would suggest writing to Jonathan Martin, MD of Pentax UK. I had a succession of faults with my K20 and K7 (and yes genuine faults not user error) and after being fobbed off by the retailer and senior Pentax staff over several months he sorted the issue out very satisfactorily for me. PM me for the email address (although it's an obvious one) if you wish to go down this route.
Charlotte, I would suggest writing to Jonathan Martin, MD of Pentax UK. I had a succession of faults with my K20 and K7 (and yes genuine faults not user error) and after being fobbed off by the retailer and senior Pentax staff over several months he sorted the issue out very satisfactorily for me. PM me for the email address (although it's an obvious one) if you wish to go down this route.
Posted 10/10/2012 - 17:31
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This is really really easy to resolve.
You write to them explaining the problem with your camera and under SOGA goods must be of satisfactory quality, the fact your expensive camera has broken within two years shows it is off unsatisfactory quality. Along with a letter you include printouts of the forms filled in on moneyline don't pay yet. In the,enter state you are giving them 7 days to rectify this issue by replacing your camera with a new one or court proceedings will be commenced upon.
On the claim form you put you are claiming the cost of the camera, plus any phone calls, postage costs incurred so far and the cost for suing them, costs are in the money claim site which I think is around £75 now.
I guarantee ey will resolve before court proceedings.
Why is this successful??? When you claim through money claim you are actually using a form if county court based in Northampton. When you win a case like this the company you are suing gets a county court judgement, they will then have to pay or face a winding up order, during this time the companies credit rating gets affected.
So rather than do all that they will pay up....
Write to the MD or CEO if you like but they won't do anything, hence going the 7 day route.
You write to them explaining the problem with your camera and under SOGA goods must be of satisfactory quality, the fact your expensive camera has broken within two years shows it is off unsatisfactory quality. Along with a letter you include printouts of the forms filled in on moneyline don't pay yet. In the,enter state you are giving them 7 days to rectify this issue by replacing your camera with a new one or court proceedings will be commenced upon.
On the claim form you put you are claiming the cost of the camera, plus any phone calls, postage costs incurred so far and the cost for suing them, costs are in the money claim site which I think is around £75 now.
I guarantee ey will resolve before court proceedings.
Why is this successful??? When you claim through money claim you are actually using a form if county court based in Northampton. When you win a case like this the company you are suing gets a county court judgement, they will then have to pay or face a winding up order, during this time the companies credit rating gets affected.
So rather than do all that they will pay up....
Write to the MD or CEO if you like but they won't do anything, hence going the 7 day route.
PPG Wedding photography Flickr
Concert photography
Currently on a Pentax hiatus until an FF Pentax is released
Concert photography
Currently on a Pentax hiatus until an FF Pentax is released
Posted 16/10/2012 - 13:20
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Quote:
Dear
My name is Michael Murphy and I work within Amazon.co.uk Executive Customer Relations.
I am contacting you on behalf of the office of the Amazon.co.uk Ltd Managing Director, Mr Christopher North. After reviewing your correspondence of October 9th, Mr North has requested that I respond to your e-mail.
Rest assured however, Christopher takes e-mails like yours very seriously and is aware of the issue and our response both to you as well as internally to the various relevant departments.
I have reviewed our previous correspondence and your order.
Please understand that the information provided by my colleague, Marcin, correctly represents our policy at this time. We can offer you 75 GBP towards to the cost of repairs or alternatively 100 GBP in Amazon gift certificates towards your next Amazon.co.uk purchase.
Should this offer not be unacceptable to you, we would encourage you to contact the manufacturer again should you wish to pursue the matter.
If Pentax are unable to assist, you may wish to contact Trading Standards. Once our Legal Department receives notification of the issue from Trading Standards, they will respond to them directly.
Unfortunately, we will not be in a position to offer any further assistance in this matter.
We hope to have the opportunity to serve you again in the future. If, based on our policies, you choose to shop elsewhere, please know that we've appreciated your patronage and respect your decision.
Thank you for your understanding, and for shopping at Amazon.co.uk.
Michael Murphy
Executive Customer Relations
Amazon.co.uk
http://www.amazon.co.uk
Now I'm going to court. As well as writing to Pentax - as far as my hubby is concerned I'm not to buy another Pentax camera.
Dear
My name is Michael Murphy and I work within Amazon.co.uk Executive Customer Relations.
I am contacting you on behalf of the office of the Amazon.co.uk Ltd Managing Director, Mr Christopher North. After reviewing your correspondence of October 9th, Mr North has requested that I respond to your e-mail.
Rest assured however, Christopher takes e-mails like yours very seriously and is aware of the issue and our response both to you as well as internally to the various relevant departments.
I have reviewed our previous correspondence and your order.
Please understand that the information provided by my colleague, Marcin, correctly represents our policy at this time. We can offer you 75 GBP towards to the cost of repairs or alternatively 100 GBP in Amazon gift certificates towards your next Amazon.co.uk purchase.
Should this offer not be unacceptable to you, we would encourage you to contact the manufacturer again should you wish to pursue the matter.
If Pentax are unable to assist, you may wish to contact Trading Standards. Once our Legal Department receives notification of the issue from Trading Standards, they will respond to them directly.
Unfortunately, we will not be in a position to offer any further assistance in this matter.
We hope to have the opportunity to serve you again in the future. If, based on our policies, you choose to shop elsewhere, please know that we've appreciated your patronage and respect your decision.
Thank you for your understanding, and for shopping at Amazon.co.uk.
Michael Murphy
Executive Customer Relations
Amazon.co.uk
http://www.amazon.co.uk
Posted 16/10/2012 - 13:32
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Hate to say I told you so...
PPG Wedding photography Flickr
Concert photography
Currently on a Pentax hiatus until an FF Pentax is released
Concert photography
Currently on a Pentax hiatus until an FF Pentax is released
Posted 16/10/2012 - 13:43
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Yep I know - I was trying to be nice, doesn't pay obviously.
Mind you your not the only person who's said that about this you know, most people say I told you, you shouldn't have bought a Pentax - or I told you, you should have bought a Cannon.
Such is life, you live and learn, sometimes the hard way.
Thanks x
Mind you your not the only person who's said that about this you know, most people say I told you, you shouldn't have bought a Pentax - or I told you, you should have bought a Cannon.
Such is life, you live and learn, sometimes the hard way.
Thanks x
Posted 16/10/2012 - 13:52
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Don't give up Charlotte... It's amazing what the courts can do.
I remember someone on a forum mentioning an electrical retailer
that had loads of uncontested claims against them that they had
just paid up on
Good Luck!
I remember someone on a forum mentioning an electrical retailer
that had loads of uncontested claims against them that they had
just paid up on
Good Luck!
Half Man... Half Pentax ... Half Cucumber
Pentax K-1 + K-5 and some other stuff
Algi
Pentax K-1 + K-5 and some other stuff
Algi
Posted 16/10/2012 - 14:31
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I've just skimmed back through this thread and I can't see anywhere that you've returned the camera to Pentax as a complaint, or have I missed that?
If you did return it, they might agree to fix it under warranty, or the quote might be satisfactory so that Amazon's contribution made it viable. I returned a K10D that had new parts fitted and the AF module repaired and it cost £125 if I remember correctly. If your quote was similar then it would cost you £50, which, compared to the trouble of going through the courts, might be a good deal.
If you did return it, they might agree to fix it under warranty, or the quote might be satisfactory so that Amazon's contribution made it viable. I returned a K10D that had new parts fitted and the AF module repaired and it cost £125 if I remember correctly. If your quote was similar then it would cost you £50, which, compared to the trouble of going through the courts, might be a good deal.
Best regards, John
Posted 16/10/2012 - 14:39
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Charlotte - I'd agree with John here. I certainly think it's worth contacting Pentax first. It might save a lot of hassle.
Posted 16/10/2012 - 14:46
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I wouldn't recommend that without speaking to Pentax first. Postage from France is expensive. If they don't agree to fix it under warranty then they have your camera and you will have to pay to get it back if the quote to fix it is too high. Other cameras with this issue have had a circuit bioard replacement, which could be expensive. When I dealt with Johnson's they insisted on returning it to a UK address, leaving the hassle of getting it back to France.
I would first contact the MD of Pentax UK.
I would first contact the MD of Pentax UK.
Posted 16/10/2012 - 14:55
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I hadn't contacted Pentax because everything I've read says I need to deal with the retailer not the manufacturer. Amazon has the responsibility under law not Pentax so I can gather.
Had I sent the camera back to Pentax and Amazon had abided by the law they presumably would have wanted the camera back and I wouldn't have had it to send them.
I have already to go, letters to several people at Pentax whose details have been very kindly given to me by members of this and another forum. One of the people I'm writing to deals with the Amazon account with Pentax apparently - but I'm not holding my breath, I think I'm going to have to put this down to experience.
I don't want to just send the camera off without knowing something concrete - registered post is not very cheap over here and I cant afford to keep sending it here there and everywhere as I don't know at the moment where to send it.
Thanks,
Charlotte
Had I sent the camera back to Pentax and Amazon had abided by the law they presumably would have wanted the camera back and I wouldn't have had it to send them.
I have already to go, letters to several people at Pentax whose details have been very kindly given to me by members of this and another forum. One of the people I'm writing to deals with the Amazon account with Pentax apparently - but I'm not holding my breath, I think I'm going to have to put this down to experience.
I don't want to just send the camera off without knowing something concrete - registered post is not very cheap over here and I cant afford to keep sending it here there and everywhere as I don't know at the moment where to send it.
Thanks,
Charlotte
Posted 16/10/2012 - 15:06
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I had an LCD TV that was just over 2 years old that I bought from Comet with a 1 year warranty that developed a fault. Ultimately Comet provided a new LCD panel (cost £400) on condition that I paid for labour (£50). I quoted in my letter to them that it would be reasonable to expect a £1,000 TV to last for much more than 2 years. It would seem reasonable to me for a good quality camera to last much more than 18 months and the SOGA specifically says goods must last for a reasonable length of time.
I'm sure the key for me was the small claims courts threat in my letter. I sent them a letter based on template that I found on the web, sent it via recorded delivery, told them they had 7 days to respond. The advice was to then get an independent quote for repair and if the retailer wasn't prepared to pay for the repair (or most of it) to take the matter to the small claims court. Generally the retailers never send anyone to defend themselves and this is not looked on kindly by the courts so they tend to find for the buyer. Most of the time just before the court date the retailer settles out of court.
This worked for me. I think you have a very good case for getting your camera repaired with Amazon paying most or all of the cost without any expenditure other than any fee to get an independent repair quote.
Good luck!
I'm sure the key for me was the small claims courts threat in my letter. I sent them a letter based on template that I found on the web, sent it via recorded delivery, told them they had 7 days to respond. The advice was to then get an independent quote for repair and if the retailer wasn't prepared to pay for the repair (or most of it) to take the matter to the small claims court. Generally the retailers never send anyone to defend themselves and this is not looked on kindly by the courts so they tend to find for the buyer. Most of the time just before the court date the retailer settles out of court.
This worked for me. I think you have a very good case for getting your camera repaired with Amazon paying most or all of the cost without any expenditure other than any fee to get an independent repair quote.
Good luck!
My PPG link
K-3, K-5 + D-BG4 Grip, Pentax: FA 50 1.4, DA* 300, Sigma 70-200 2.8 Macro HSM II, Sigma 18-50 2.8 EX DC, Metz 58 AF-1
K-3, K-5 + D-BG4 Grip, Pentax: FA 50 1.4, DA* 300, Sigma 70-200 2.8 Macro HSM II, Sigma 18-50 2.8 EX DC, Metz 58 AF-1
Posted 16/10/2012 - 15:08
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Whilst it may be true that Amazon is the organisation you have a contract with, JPS in the UK have sorted many problems out for people directly. Sooner or later the camera needs to go somewhere to be assessed, so perhaps check the French Pentax site to see what the service arrangements are.
The you could give them a phone call and see what they say.
The you could give them a phone call and see what they say.
Best regards, John
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5870 posts
24 years
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(and this Which! conversation too)
You might find a polite call to BBC Watchdog may help
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