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Camera conference General and model-specific E-System camera chat.

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Old 14th November 2011
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Camera under warranty but can't claim!



Following my thread yesterday: http://e-group.uk.net/forum/showthread.php?t=17743

I telephoned Olympus technical and the guy there said the flash problem was a physical one which would have to be repaired.

Good news though... the E-PL1 was released in Jan 2010 he said, and so it must be under two years old and all UK cameras carry a 2 year warranty. I explained I wasn't the original purchaser and he said not to worry and gave me the UK customer service number.

Mark at Olympus UK warranty repairs agreed it must be under warranty and not to worry about not being the original purchaser as they wouldn't know I wasn't!

However, when I said I don't have the purchase receipt from the chap I bought it from in August he then explained the camera could be a 'grey import' i.e. sold by Olympus' UK distributor to a firm outside the UK who then re-import to the UK, and therefore not eligible for a UK warranty term of 2 years.

I have the (unstamped) warranty card, serial number, and other paperwork so I asked surely there's something that shows the camera is a UK supplied one, but apparently not!

...and if I can't prove UK purchase the standard repair cost is 170.

Phoned Luton Cameras where Teresa said it sounded like a flex or ribbon break in the flash supply or perhaps a broken contact. It would be an 'overhaul' repair and the cost would be 100.

I've emailed the seller to phone me and he says he will after his night shift. I have little hope he'll have kept his receipt for a camera he sold in August!

Questions:

1) If no proof of purchase, IS there a way of proving it's a UK supplied model? Maybe if the seller can remember where it was purchased, the shop would have a record of the serial number and could stamp the warranty card?
2) Is there any point in going 'up the tree' at Olympus UK, as the flash shouldn't have broken in less that two years?
3) Does this sound like a design flaw on a newly designed camera which will be affecting all flash equipped PENs soon?

MORAL of the story, so far:
ALWAYS get your new camera warranty card stamped by a supplying UK dealer.
ALWAYS get the purchase receipt when buying 2nd hand if within the warranty term.

More when I know more.....

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Last edited by Ian; 15th November 2011 at 12:11 AM.
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Old 14th November 2011
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Re: Camera under warranty but can't claim!

I can't believe they don't track which serial number batches are allocated to which countries.... that's so simple to do it's just beyond belief that they don't do it....

Last edited by Ian; 15th November 2011 at 12:13 AM.
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Old 15th November 2011
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Re: Camera under warranty but can't claim!



The original owner phoned me to say he couldn't find the proof of postage but from his bank statement he can see he bought it 1 Feb 2011 from Spectrum TCR in Tottenham Court Road. I've spoken to the boss there and he says to send him the warranty card and he'll look out the old transaction from their archives and if it's one of theirs he'll stamp the card and return it. There's a 28 handling charge for retrieving the records. Once I have the card back, I'll send the camera off to Olympus for repair.

Not too bad a result, but I'm still concerned there's a design flaw.
It's flashed 570 times. Is that too many?

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Old 15th November 2011
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Re: Camera under warranty but can't claim!

If there are any further hiccups, I'm sure I can help via e-group connections with Olympus UK.

Ian
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Re: Camera under warranty but can't claim!

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Originally Posted by Ian View Post
If there are any further hiccups, I'm sure I can help via e-group connections with Olympus UK.

Ian
Thanks very kind Ian.

Of course, I'd rather not be paying 28 to the retailer when Olympus really ought to have some way of telling if a camera IS a UK camera, but I'm guessing you're going to tell me there's no way around this?

I also thought better of criticising the retailer for not stamping the card originally as a matter of course, as Olympus say they recommend on all camera sales. Perhaps it's better not to stamp it when there's a 28 fee to be had in such circumstances as these?

Ho hum....

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Re: Camera under warranty but can't claim!

I don't think I've ever had a warranty card for anything stamped at any time.... it just doesn't seem to be done by anyone for some reason.

28 is bit steep for what they're offering to do, but I guess it's better than paying Olympus the full service price....
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Old 15th November 2011
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Re: Camera under warranty but can't claim!

I couldn't find the purchase receipt for my E-PL3 so rang SRS and asked them to e-mail me a copy which they did immediately for no charge.

Paul
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Old 17th November 2011
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Re: Camera under warranty but can't claim!

I emailed Olympus about the charge yesterday as it did seem like a licence to print money and Hayley in customer service has come back to me saying she's never heard of a retailer applying an admin fee before.

She's speaking to the retailer to see if anything can be done.

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Old 17th November 2011
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Re: Camera under warranty but can't claim!

Don't pay any stupid charges - I will get back to you with advice if Hayley's efforts come to nothing.

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Old 17th November 2011
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Re: Camera under warranty but can't claim!

Quote:
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Don't pay any stupid charges - I will get back to you with advice if Hayley's efforts come to nothing.

Ian
Many thanks Ian.

I'll keep you posted on here.

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Old 17th November 2011
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Re: Camera under warranty but can't claim!



WoW!!

Am I impressed by Hayley at Olympus Customer Service!

All this in half a day:

She asked me to scan and email the warranty card to her and she spoke to the same chap at Spectrum who wanted to charge me 28, asking for the card to be stamped. No mention of ANY charge to her!!

She's forwarded the card to Spectrum, they've stamped it and faxed it back to her. Nigel did ask for my phone number ( I guess he sussed what was happening and was going to call me to try and squeeze his 'fee' out of me! ) but Hayley quoted "Data Protection" at him and refused to give it!

She's given me the go ahead to send the camera in for repair and she'll send on the stamped copy warranty card to meet up with it.

Now you don't get service like that every day.

She's also confirmed that my XZ-1 is on its way back today, fixed , after 10 days in for repair.


Oh look..... some reviews of Spectrum TCR: http://maps.google.co.uk/maps/place?...ed=0CDsQ4gkwAA

Aha! Reading these explains everything!!

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Old 17th November 2011
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Re: Camera under warranty but can't claim!

That's what you call great service!
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Re: Camera under warranty but can't claim!

If the camera was paid for on a card all the do is punch in the card number into their system to show transactions with the card = 28 what a rip off, Had a fault with something at house of frazer and they found the date it was sold from this.
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Old 17th November 2011
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Re: Camera under warranty but can't claim!

This is all very well, but you would still have thought that Olympus UK would have a data base of serial numbers for all equipement that were shipped for sale in the UK.
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