New Lens - no box/manual

Discussion in 'UK Photography' started by Rob, Mar 1, 2009.

  1. Rob

    Rob Guest

    I bought a Canon 18-200mm lens from an online retailer - it came in an
    unmarked box and bubble wrap, and no guarantee/leaflet that I've had
    with my other Canon lenses. Lens seems perfect.

    It was quite 'cheap' - 400GBP - but there was nothing in the advert/site
    to suggest it was unboxed etc. I've emailed the retailer to see what
    they say - just wondering if this was standard form for this type of thing.

    Thanks, Rob
    Rob, Mar 1, 2009
    1. Advertisements

  2. Rob

    Chris H Guest

    Without a genuine manufacturers box matching guarantee card and manual
    etc you have no idea what you have bought... Second hand, grey import,
    part of a kit not to be resold separately, a referb lens, a stolen

    Find the serial number and call Cannon. See what they say.

    If it is too good to be true it probably is. Who is the retailer?
    Chris H, Mar 1, 2009
    1. Advertisements

  3. Rob

    Rob Guest

    Well, it wasn't exactly a bargain :)

    This is the retailer/ad:

    As I say, I've emailed them, and I'll report back their words.

    Rob, Mar 1, 2009
  4. Rob

    MC Guest

    From their FAQ:

    "The first year is covered by the manufacturer. In the first 30 days, return
    the camera to us for exchange or repair. In the remaining 11 months, the
    camera is to go back to the manufacturer to be repaired."

    This is wrong. By law (SOGA) it is the retailer is responsible for
    accepting goods under warranty. I get very indignant towards retailers that
    tell me otherwise.

    "All cameras that come into our warehouse are security checked for missing
    items (batteries, chargers etc) before being sent out to our customers. This
    is to avoid disappointment to our customers when opening the box. Once the
    contents have been checked and verified, it is sealed again by Camerabox to
    ensure complete customer satisfaction when recieving your product".

    Sounds like kit parts (not to be sold seperately) being "reboxed" to me.
    Manufacturers will not touch these as far as warranties go but hey... the
    retailer is responsible anyway...right?

    MC, Mar 1, 2009
  5. Rob

    Rob Guest

    Mmm - interesting, thanks.

    Rob, Mar 1, 2009
  6. Rob

    Chris H Guest

    I note that there is no address as required by law.... suspicious that.
    They give only a PO box
    Customer Service Dept., PO Box 20, Thame, Oxon, OX9 2WZ

    but companies house gives

    UNIT D3
    OX9 3UH

    You could pay them a visit... Don't go alone take trading standards for
    company :)
    Chris H, Mar 1, 2009
  7. Rob

    Rupert Guest

    Plus, shin guards, helmet, face guard, balaclava, baseball bat......
    and spare?
    Rupert, Mar 1, 2009
  8. Rob

    Barry Cade Guest

    That's who designed their website you thick muppett.

    Here's her own website with her picture on it.

    Funny how you forgot to post your full name and address
    though isn't it eh "Trev" ?

    But then creeps like you never do.

    Don't want her husband or boyfriend showing up on your doorstep
    do you ?

    Barry Cade
    Barry Cade, Mar 2, 2009
  9. Rob

    Rob Morley Guest

    All the information required by DSR is on the website - you can't have
    looked very hard.
    Rob Morley, Mar 2, 2009
  10. Rob

    Rob Guest

    Well - they replied within a couple of business hours to say that, in
    order to fulfil the order on time, sometimes they split lenses from a
    kit. This does not affect the warranty, they say, and manuals can be
    downloaded from the Canon website.

    I'm inclined to write back and point out that it should have been
    advertised as such, and I was quite reasonably expecting retail
    packaging with a serial number linked box and documentation (the UK and
    US sites have no online manual). Thing is, I'm not sure of redress
    if/when they disagree. I bought it <counts> 26 days ago.

    Any ideas?

    Thanks, Rob
    Rob, Mar 2, 2009
  11. Rob

    Rob Morley Guest

    Check with Canon whether they'll give warranty support for it - if
    they say no then the item is not as described and you can reject it
    under the terms of the Trade Descriptions Act.
    Rob Morley, Mar 2, 2009
  12. Rob

    MC Guest

    Might be so but legally it is the retailers responsibility and to try and
    enforce a "policy" in which the customer "must" deal with the manufacturer
    is wrong. A retailer cannot force you to take warranty matters up with the
    manufacturer. If the customer decides to go directly to the manufacturer,
    if it would be more beneficial to do so, then that is the customers choice.
    It is not for the retailer to decide this. Mind you, I have had, on
    occasion, gone directly to the manufacturer only to be told I must deal with
    the retailer as the manufacturer do not deal directly with customers. Also,
    some manufacturers will only take on warranty issues only if the retailer no
    longer exists.

    MC, Mar 2, 2009
  13. Rob

    MC Guest

    I would insist that that they replace it with full retail version or offer
    full refund (including postage both ways). If they do not you must warn
    them that you will be taking the issue up with Trading Standards and with
    Canon themselves. You must be prepared to carry out your threat (don't
    forget to take a copy/screen dumps of the product web page, their terms and
    conditions and the FAQs on their site)

    I would also be very surprised if Canon would honour a warranty in this
    instance(although funnier things have happened). However, as I stated
    earlier, it is the retailer that must deal with these issues under the SOGA.

    As you bought the item 26 days ago it could be deemed, in law, that you have
    accepted the product. However, try the approach I have outlined and they
    may just cave in. They are, after all, misleading buyers by not stating it
    is not a retail product but part of a kit.

    MC, Mar 2, 2009
  14. Rob

    MC Guest

    This may be true but the bottom line is that the retailer is "responsible"
    for dealing with faulty goods not the manufacturer.

    MC, Mar 2, 2009
  15. Rob

    MC Guest

    Yep. Another one to put on my list of companies to avoid :)

    I really thing think the OP should make a big fuss over this.

    MC, Mar 2, 2009
  16. Rob

    Rob Guest

    Many thanks for that - I've taken a screen shot of the T+C page in the
    unlikely event they change anything.

    For now I've requested a return - retail replacement or refund. I'll let
    you know what happens.

    Rob, Mar 10, 2009
    1. Advertisements

Ask a Question

Want to reply to this thread or ask your own question?

You'll need to choose a username for the site, which only take a couple of moments (here). After that, you can post your question and our members will help you out.