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“RETURNING FAULTY ITEM WAS LIKE PULLING TEETH. GREY...”

written by sjb80 on 15/10/2012

Not impressed. Purchased a Nikon d5100. Within the first day after receiving the item I contacted ProCameraShop - advising them I was unhappy with the camera as I had a very prominent white hot pixel in the middle of the image sensor - I said I wanted an exchange. The response was that this was not a fault, just manufacturing tolerances and that the camera probably had software to map it out (incorrect - it didn't) or that I should just use some third party software (why should I!!!).

A few days later upon using the camera more, I discovered a more serious problem with the camera overexposing massively at high f-stops - this was something I couldn't live with and clearly a fault. I contacted them saying I wanted to return for a full refund.

They replied saying they would be able to repair as it was under warranty. I told them I wasn't interested in repair during my first week of ownership - I wanted a REFUND.

They replied saying that they had arranged for a new unit to be sent out to me as soon as they had verified the fault. I replied telling them for the THIRD TIME that I wanted a FULL REFUND as was my basic consumer right.

I got my refund in the end but it really shouldn't have been so difficult. To add insult to injury they would only refund a maximum of £10 for return postage (who is going to send a large package insured for £400 for £10!) so the experience left me out of pocket by £8 too.

It is interesting that there was no warranty card in the camera box either - although the company is .co.uk I have read a couple of posts since saying they are actually registered in Hong Kong and doing grey imports. I can't confirm this, but it would certainly explain a few things...