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Topic # 66339 17-Aug-2010 13:03
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Back  at the end of December 2009 I  bought a Canon HV20 HD camcorder for $998.  End of line Xmas sales.

 

Took it home and tested it with my TV . Glorious HD pictures. Went on holiday came back and went to download the  trip to my video editing PC.  Plugged it in no Firewire detected. Did the usual  trouble shooting including getting a new FW cable and trying it on my wife’s laptop.  No joy.

 

On Jan 15th we all got back to work  email Conon’s tech support people and over a period of a week   I suggested that as I was going to be over at AKs Northshore next day I would drop the camcorder off  for them to look at and see if it was me or the camcorder.

 

About 3 weeks later I get an email with a attachment saying that the Firewire port was faulty and it would cost $980 to repair as it wasn't covered by the warranty.  After several more discussions on the warranty I took the camcorder back to HN in Manukau where I had bought it from.  They talked to Canon and offered to get it repair  or refunded.  I opted for the refund and received t a store credit for $998 which I have since used.

 

End  of story I assumed.  About a week later I got a bill from Canon for $101 for a camera inspection.  I ignored this as I assumed it had been canceled when the camera was returned.

 

In April I got another one  which I responded with a CC to consumer by saying that the camcorder had been returned to Harvey Normal and a refund given and there should be no billing for this work.  Heard no more.

 

Last week I get another bill from Canon for $101  and saying unless this is paid  with in 7 days they would set the debt  collectors on me.  I paid the $101  to stop this happening and am waiting for HN to  send me a copy of the refund form.  At this point I will contact Consumer and try and get my money back from Canon.

 

After this I will never buy another camera, camcorder or printer from them and not recommend Canon to anyone.. Next week I was going to get a new Canon camcorder to replace this one but now it will be a Sony..




Regards,

Old3eyes


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  Reply # 368638 17-Aug-2010 13:42
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I'm curious - why didn't you take it back to or call HN's in the first place?  Or at least after you had done the troubleshooting with tech support?

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  Reply # 368652 17-Aug-2010 13:55
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Respond to Canon, and indicate that their "limited warranty" isn't worth the paper it is printed on, and that they are legally obliged to repair the original fault free of charge.  As you chose to reject the goods (which is your right) they are legally required to take the goods and you are not to be charged anything.

Tell them you expect an immediate refund of the $100 odd you paid or you will be filing a claim in small claims court for the amount and costs (with the threat of debt collectors if you want, that's good for a laugh), and also indicate that you will lay a complaint with the Ministry of Consumer Affairs.  (For bonus points, actually do it).

CC all correspondence to Fair Go if you actually want a response from Canon.




I finally have fibre!  Had to leave the country to get it though.


 
 
 
 


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  Reply # 368660 17-Aug-2010 14:04
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That really sucks..

On the other hand, Sony camcorders are really good.

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  Reply # 368668 17-Aug-2010 14:13
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That does suck but..

1) I would have dealt with the retailer directly as they sold it to you.
2) You are liable for any inspection fees should it not be covered under warranty. Canon will not know what deal you have struck with Harvey Norman. Harvey Norman 'may' have inspected it in-house and decided to write it off, and Canon will never know it was returned.
3) I am not sure how the law goes, but it may be difficult to dispute the charge, and get your money back, as you have now paid for it. In affect you have agreed to their terms and paid their fee.

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  Reply # 368670 17-Aug-2010 14:14

old3eyes: Back  at the end of December 2009 I  bought a Canon HV20 HD camcorder for $998.  End of line Xmas sales.

 

Took it home and tested it with my TV . Glorious HD pictures. Went on holiday came back and went to download the  trip to my video editing PC.  Plugged it in no Firewire detected. Did the usual  trouble shooting including getting a new FW cable and trying it on my wife’s laptop.  No joy.

 

On Jan 15th we all got back to work  email Conon’s tech support people and over a period of a week   I suggested that as I was going to be over at AKs Northshore next day I would drop the camcorder off  for them to look at and see if it was me or the camcorder.

 

About 3 weeks later I get an email with a attachment saying that the Firewire port was faulty and it would cost $980 to repair as it wasn't covered by the warranty.  After several more discussions on the warranty I took the camcorder back to HN in Manukau where I had bought it from.  They talked to Canon and offered to get it repair  or refunded.  I opted for the refund and received t a store credit for $998 which I have since used.

 

End  of story I assumed.  About a week later I got a bill from Canon for $101 for a camera inspection.  I ignored this as I assumed it had been canceled when the camera was returned.

 

In April I got another one  which I responded with a CC to consumer by saying that the camcorder had been returned to Harvey Normal and a refund given and there should be no billing for this work.  Heard no more.

 

Last week I get another bill from Canon for $101  and saying unless this is paid  with in 7 days they would set the debt  collectors on me.  I paid the $101  to stop this happening and am waiting for HN to  send me a copy of the refund form.  At this point I will contact Consumer and try and get my money back from Canon.

 

After this I will never buy another camera, camcorder or printer from them and not recommend Canon to anyone.. Next week I was going to get a new Canon camcorder to replace this one but now it will be a Sony..



 


I have had problems with Conon NZs support too. I have found them to be pretty arrogant. In my case, they wouldn't pay the freight fees, for a product recall, where in every other country, they were paying the freight. In my case I took it back to the retailer, and they paid the freight.

The thing is the item was less than 1 year old anyway, so was covered by the manufacturers warrenty. If the firewire port was faulty, then that is covered by the warrenty too, so what are Conon playing at. I wouldn't have paid , as you have disputed the bill. It isn't your fault that Conon has ignored your dispute letter. I also don't see how the repair of a tiny part, can cost the same amount as the whole camera. That sounds way way over the top. It would be cheaper for them just to replace it with a new one, in terms of the cost price, which would be less.



Also when a product fault occurs, it is normal for retailers to tell you to contact the manufacturer. However I wouldn't in the future. Just get the retailer to do the leg work.

 

Just wondering, why did they say the firewire port wasn't under the warrenty? They can't just exclude parts on the camera willy nilly. Or did they think it was damaged?

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  Reply # 368676 17-Aug-2010 14:21
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well out of support, i wont buy anything canon either. seriously a fault on the new device isnt covered under warranty?

bye bye canon (looks like ill be getting a HP printer tomorrow instead)

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  Reply # 368682 17-Aug-2010 14:32
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If the camera was bought December 2009 then it should still be under warranty.

The entire camera is covered by warranty - providing the problem wasn't an external part (fireware cable) then they shouldn't have charged you. It's the same if I bought a new laptop and the manufacturer told me the USB adapters are not covered by warranty.

Hell would be unleashed on them...






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  Reply # 368686 17-Aug-2010 14:39
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freitasm:

Hell would be unleashed on them...




Haha dead right freitasm.

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  Reply # 368687 17-Aug-2010 14:40
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The question is whether the bill was generated by an accounts staff not knowing about the warranty / service details or whether Canon did want to charge you for the inspection.

I would tend to think it's the former.

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  Reply # 368688 17-Aug-2010 14:41
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In the interests of providing a counterpoint...

I've had several expensive camera items serviced by Canon incuding a mirror box replacement and 2 lens AF adjustments.

In each case, it took much longer than I hoped or expected, but in each case their charging was as expected (or better) and the work done to a good standard.

I should point out also that in one case, a lens I bought secondhand and couldn't prove exactly when I bought it was adjusted under warranty - with about a 50/50 chance it was actually in warranty.

Maybe you struck a couple of bad people instead of exposing a terrible system.

Remember, most people only remember stuff that goes wrong - so I would fully expect most posts here to be about similar bad experiences, even if most Canon service experiences are good.

Note I have no connection to Canon except for enjoying their camera gear.

Cheers - N

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  Reply # 368690 17-Aug-2010 14:48
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The only Canon stuff I buy are the flagship EOS products. I had the opposite experience with a parallel imported lens- Canon NZ was amazing over and above what they were legally required to do under Consumer Guarantees act..


Regarding your negative experience - I tend to agree with the above post and give them the benefit of the doubt...  Your situation is rather unusual - their automated system / automatic escalation might not have picked up the good will refund you have got and who picks up the inspection bill.




Tim M, Auckland
Blog: http://paddler.co.nz





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  Reply # 368706 17-Aug-2010 15:16

BlueToothKiwi: The only Canon stuff I buy are the flagship EOS products. I had the opposite experience with a parallel imported lens- Canon NZ was amazing over and above what they were legally required to do under Consumer Guarantees act..



Regarding your negative experience - I tend to agree with the above post and give them the benefit of the doubt...  Your situation is rather unusual - their automated system / automatic escalation might not have picked up the good will refund you have got and who picks up the inspection bill.


 

I think the did give them the benefit of the doubt, but they never replied to him, instead threatning to bring in a collection company. Ignoring a compliant is not good. I don't know where he can go to from here. Perhaps making a compliant to Conons NZ general manger

 

 

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  Reply # 368718 17-Aug-2010 15:33
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Kyanar: Respond to Canon, and indicate that their "limited warranty" isn't worth the paper it is printed on, and that they are legally obliged to repair the original fault free of charge.  As you chose to reject the goods (which is your right) they are legally required to take the goods and you are not to be charged anything.

Tell them you expect an immediate refund of the $100 odd you paid or you will be filing a claim in small claims court for the amount and costs (with the threat of debt collectors if you want, that's good for a laugh), and also indicate that you will lay a complaint with the Ministry of Consumer Affairs.  (For bonus points, actually do it).

CC all correspondence to Fair Go if you actually want a response from Canon.


This

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  Reply # 368748 17-Aug-2010 16:16
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freitasm: It's the same if I bought a new laptop and the manufacturer told me the USB adapters are not covered by warranty.

Hell would be unleashed on them...




Funny you mention that, I bought a new Acer laptop from DSE in Nov 2006 or whenever it was, and 1 of the 4 USB ports was faulty. Upon inspection the 4 wires are bent and squashed to the back. No idea how this could have happened as it never worked from first use. Perhaps during factory assembly? I never complained under warranty, although I do have a 5 year extended warranty, I planned to mention it IF anything ever were to go wrong.

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