Who should I return my faulty camera to?

August 6, 2007 3:34 AM

I just bought a new camera through Amazon.co.uk. It's faulty. Who do I return it to and can I get a replacement quickly?

I just bought a new Fuji Finepix S6500fd from Amazon.co.uk (not the marketplace sellers, just the regular old Amazon). The first day it was fab, and the second day all the pictures started going extremely white with horizontal striations through them. New batteries, new card, same results: bah humbug.

So, obviously, this is a fault of some sort (from quick search, sounds like a CCD sensor problem), and I want to return it. As it's only two days old, I hopefully shouldn't have a problem doing so. But I'm going on holiday in 3 weeks and really hoped to get a replacement back before then.

So: do I return it to Amazon, or through the Fuji service centre (assuming this is covered by their warranty)? Does it matter? If it doesn't matter, who's likely to give the best (read: fastest replacement) service? And do I have any hope of getting a replacement before I leave for my vacation?

posted by wayward vagabond to Shopping (13 answers total)

Er, why don't you call Amazon?
posted by Happy Dave at 3:35 AM on August 6, 2007

See here. This is really kind of simple and should have taken you about 30 seconds of looking at their website. Probably substantially less time than it took to type your question, actually.
posted by Happy Dave at 3:38 AM on August 6, 2007

Response by poster: Sorry, should have clarified: The Fuji literature says, "In case of a fault do not return your camera to the retailer. "
posted by wayward vagabond at 3:40 AM on August 6, 2007

Response by poster: Yes, and the Amazon site says:

"In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you."

I'm basically asking for people's insight or experience as to which would be quicker/better.

But thanks anyway.
posted by wayward vagabond at 3:42 AM on August 6, 2007

Amazon will have you a new one in the time it takes to ship it back and forth. Fuji will have you a new one in a month or two, after you show them the receipts and other paperwork.

Best to go with Amazon.
posted by poppo at 3:52 AM on August 6, 2007

So if Fuji says "do not return your camera to the retailer."

and Amazon says "you may find it quicker and easier to contact the manufacturer directly"

don't you think you should return it to Fuji?
posted by B(oYo)BIES at 3:54 AM on August 6, 2007

Best answer: You have substantial rights against the retailer under EU and UK consumer law, which you give up by dealing directly with the manufacturer. I would deal with the retailer. The fact that they would rather avoid their obligations is immaterial.
posted by grouse at 4:05 AM on August 6, 2007

Best answer: The page I linked to says that you can request a replacement, which they'll ship out to you pretty much immediately, and you just need to send the faulty one back within 30 days (or they'll charge you twice).

Hope you get it resolved.
posted by Happy Dave at 4:07 AM on August 6, 2007

In my experience Amazon.co.uk is extremely efficient about dealing with replacements for faulty or damaged product. I have never had a speedy or satisfactory experience when returning a product to the manufacturer... ah, no, Proporta was excellent about my Palm cradle (Hogshead: "I can't work out how to...?"; Proporta: "Here's another one!"), but that's it.
posted by Hogshead at 4:30 AM on August 6, 2007

Response by poster: Thanks Happy Dave - that wasn't clear when I first looked at the Return Policy. Much appreciated.

Grouse - excellent point, and one I hadn't thought of. I'll definitely go through Amazon then.

Good to know Hogshead, hopefully I'll be able to take my camera on holiday!

Cheers everyone!
posted by wayward vagabond at 4:36 AM on August 6, 2007

grouse is 100% correct
posted by ascullion at 4:59 AM on August 6, 2007

nthing go through Amazon. They are preposterously quick and helpful about this sort of thing. By far the best customer service I've every experienced for basic returns.
posted by caek at 5:16 AM on August 6, 2007

Nthing grouse. You're in the UK. Your contract is with the seller, not the manufacturer. Amazon knows this. Bloggy goodness on UK consumer protection rights here.
posted by holgate at 11:37 AM on August 6, 2007