advice on XM1 repair charge

9 replies [Last post]
norman55
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Joined: Feb 25 2001

I'm looking for advice/opinions. My XM1 developed a rewind problem about two months ago and I drove on a two hour journey to hand it in for repair to a shop which advertises in Camcorder User.
They eventually specified the replacing of capstan motor, rebuild and set up and sent the camera back after 3 weeks. I paid £267.90 by credit card. It rewound properlt and then diaplayed exactly the same fault as before.
I sent it back, and had it returned 2 weeks later purportedly corrected, but again with the same fault which now seemed worse.
It went back, I understand to be sent to Canon in London to repair who received it on Wed. 27th. March.
A week later the original firm said that Canon had said it required the head replacing and he had faxed them to go ahead.
It was a week and a half later that I was told it was ready.
When i recieved it today, the power unit and lens hood were missing and there is a bill for £99.99 to replace complete tape mech assy.
Should I pay this amount?

SIFI
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Joined: Sep 16 2001

Did your repair agent ask for your approval to carry out the repairs and did they tell you how much it would be?

If the answer to these two questions is 'no' then you have a case not to pay. Regardless of this you should without question get your hood and battery back. They are good bargaining chips for you to pay the bill.

One final and important question needs to be asked, did the first job need doing or was the fault purely the second job completed by Canon? There could very well be justification in asking for your original payment back.

SIFI

Simon

norman55
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Joined: Feb 25 2001

Yes. He got my OK to do the first job based on the assumption that it would successfully repair the camera.
When it resulted in no change at all, and he sent it back saying it was OK, I had difficulty with his credibility. When he returned it again, checked and repaired and it was no different I was mildly upset to say the least.
This is a working camera and I'm stuck without it.
This new additional cost is for a full assembly replacement by Canon still within his 90 day repair guarantee, and may well include the parts he had just put in.
I guess you're second question covers the dilemma since the parts he replaced then made absolutely no difference to the problem.

SIFI
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Joined: Sep 16 2001

My stance on this would be that you will pay the £99 bill for the Canon job out of the refund he gives you for the first job.

The only way I would pay both is if he can prove to you that both jobs needed doing. This is doubtful because the first job was a very temporary fix only. I also would not pay anything until you get your accessories back.

SIFI

Simon

norman55
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Joined: Feb 25 2001

Thanks Sifi,
I've telephoned the shop and they are sending the power unit and lens hood to me. Once I've hopefully checked that the XM1 is working properly I think I'll follow your advice regarding the financial side.

red
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Joined: Oct 1 2000

Sound advice given there.

Just for future reference, you will pay through the nose whoever repairs your camera. Therefore you might as well cut the middle man out and go straight to Canon. They have the expertise and guarantee their work.

Always remove batteries, straps, lens hoods, etc before you send the camera off.

If you live close enough deliver and collect from Canon yourself and save about 4 days on turnaround.

norman55
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Joined: Feb 25 2001

Thanks for that. Have you got Canon's address? I suspect I may want to contact them to confirm what work was done on my XM1 and how much they charged.
Until now since I started in business in 1982 with a Sony 4000 camera and Sony F1 'portable' recorder I've always used Sony and was able to take equipment to their service centres in Leeds or Manchester, often benefiting from repairs while I waited.
My powere unit and lens hood have now arrived and the rewind problem appears OK, but I think I'd better do an extended test before attempting to finalise the financial side of this unfortunate chapter.

red
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Joined: Oct 1 2000

Canon U.K
Photo Division
Brent Trading Centre
North Circular Road
Neasden
London NW10 OJF
Tel. 0870 241 2161

They are very helpful if you talk to them properly.
Cheers, Red.

fisherman
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Joined: Dec 23 2000

Red,

Tahnks for the information on Canon, I too own one of their machines. Just so I don't loose the info, I'm printing it out, and keeping it in my camera bag.

norman55
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Joined: Feb 25 2001

Thanks also - I'll be getting in touch with them.
Norman