Comments on: Who should I return my faulty camera to?

Question: Who should I return my faulty camera to?

wayward vagabond — Mon, 06 Aug 2007 03:34:47 -0800

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?

By: Happy Dave

Happy Dave — Mon, 06 Aug 2007 03:35:44 -0800

Er, why don't you call Amazon?

By: Happy Dave

Happy Dave — Mon, 06 Aug 2007 03:38:02 -0800

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.

By: wayward vagabond

wayward vagabond — Mon, 06 Aug 2007 03:40:53 -0800

Sorry, should have clarified: The Fuji literature says, "In case of a fault do not return your camera to the retailer. "

By: wayward vagabond

wayward vagabond — Mon, 06 Aug 2007 03:42:13 -0800

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.

By: poppo

poppo — Mon, 06 Aug 2007 03:52:58 -0800

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.

By: B(oYo)BIES

B(oYo)BIES — Mon, 06 Aug 2007 03:54:28 -0800

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?

By: grouse

grouse — Mon, 06 Aug 2007 04:05:15 -0800

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.

By: Happy Dave

Happy Dave — Mon, 06 Aug 2007 04:07:56 -0800

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.

By: Hogshead

Hogshead — Mon, 06 Aug 2007 04:30:04 -0800

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.

By: wayward vagabond

wayward vagabond — Mon, 06 Aug 2007 04:36:21 -0800

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!

By: ascullion

ascullion — Mon, 06 Aug 2007 04:59:10 -0800

grouse is 100% correct

By: caek

caek — Mon, 06 Aug 2007 05:16:21 -0800

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.

By: holgate

holgate — Mon, 06 Aug 2007 11:37:50 -0800

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.