Bennetts, aftersales, dead *new* Nikon D40, fuming !

So there I am taking pics with my Nikon D40 which was only bought this March, when the backscreen tells me the lens is not attached. Oh yes it was but nope the camera refused to acknowledge it. Took it off, re-attached, same thing. Googled the problem to find it`s apparently very common with this camera.
Phoned the Bennetts branch the camera was bought from, they assured me I could take it to a branch local to me and `they`d sort it out`.
I said I wanted it replacing, repair does not do it for me as I would never trust it again and according to others who have had the same problem their repaired [ by Nikon ] lenses kept re-occuring with the problem. but the Bennetts branch it came from said not to worry and that the local branch would have some in stock to exchange.

When the local branch rang the original branch they of course denied the clarification that it would be replaced with no problem.

Phoned the local branch to be told as it was bought over 28 days ago they don`t have to replace it they can send it for repair, [ which would take several weeks meaning I would miss most of the best weather for taking photo`s and frankly I don`t see why I should miss two months of warranty time and be camera-less ! ], and according to trading standards they don`t have to replace it if it can be repaired - even though the wording on the governments site for the sale of goods act states clearly that the buyer has the right to choose if they want repair or replacement, so the government site which has the wording of the sales act on it is apparently wrong, and clearly it is not fit for its purpose

So now I am stuck with a camera I can`t use because the insides of the lens have now literally fallen out, as in come adrift and rattling around in the lens shell, that happened this afternoon - it briefly decided the lens really was attached but the servo focus was going very slowly and when I tried manual focus it would only turn part way so I gave up, took the lens off ready to pack it in the box and that`s when I heard the insides rattling around [ I have several witnesses who were there at the time who can and will state clearly that I did`nt handle it roughly or anything stupid like that, I simply unattached it correctly and that was it ], and I have no rights to make Bennetts replace it, I supposedly have to be without my camera while I wait for them to send the thing for repair, [ what with - superglue and bodge tape ??? ], and am expected to trust it to not go wrong again even though the track record for this issue is dire.
Nikon say they know of no such design flaw - yet the error message is written into the flippin` ccamera for this precise issue so methinks they know perfectly well but can`t be bothered to put it right at manufacture
Apparently consumers have the right to six years worth of re-repairs on something going wrong within the first year - how many times should I have to be without it for repeated repairs in that time span then ???

So I am gutted, angry, upset, and feel like crap because the camera I was so thrilled with is fit for nothing but the bin in reality, so much for after sales service and the ethics of a large retail outfit

I will give their head office a chance to redeem themselves by replacing it but if they are not prepared to do the right thing, well I will have a moral duty to suggest people don`t shop there so that they don`t waste their money and time in a store selling shoddy goods with an attitude of `tough luck nyah nyah` - will update with their head office response tomorrow....

oh no Patch! I don't knwo much about the legality of all this - but how frustrating and upsetting for you I hope you get it sorted soon - whatever you have to do.

((((Hug))))

xx

That's really useless!!

Can't even imagine how gutted you must be feeling

I can imagine intensely frustrating for you and I am not sure of the legality. That lens is in very common production and I haven't seen any reports of that before. Just bad luck but does take the shine off things I know.

Could say don't be so pessamistic? The repair might not be weeks and weeks, certainly not the other side of the summer, and at least Nikon will check out what's going on and set it all up right for you. Vote with your feet, spread the word Bennetts are crap and watch them go down the pan. Then you can smile

You don't have to accept a repair because it's over 28 days old, that is just a guideline shops use, but it's not law.

Ring the Trading Standards and get your exact rights from them, then you will know exactly what to say when you go in to the shop.

I would personally get a refund and buy one somewhere else.

Alan.

If you do get the refund to which you are entitled I would deal with SRS in future, there is not a more fair and understanding dealership anywhere as far as I am concerened.

All makes of camera can have problems but that sort of service is not acceptable.

I thought 28 days was correct too - before that you can get a refund, but after the shop can repair it. Although the actual wording is 'reasonable time' so if you feel it's still within a reasonable time to get a refund you could test it in a small claims court.

I had the 55-200mm Nikor lens quit out of the box. You contact Nikon online, the give you a number & shipping address, the fix it & return it to you. guaranteed for 5 years.

Read this:

http://www.berr.gov.uk/whatwedo/cons...page38311.html

The time allowed for a refund is not a fixed time, so it depends on how hard you argue, you might have to be firm in the shop. Did you buy it on a credit card or HP? if so, get them involvled too if you can (cc might only be interested if its 30 days, but up to 90 and you might still be covered)

Return the camera and all the accessories, you do not need all/any of the packaging (if you have thrown it away) under UK law the price you pay is for the goods, not the box it comes in.

If you don't get anywhere, get the Trading Standards involved.

Or, contact the original branch, and get them to replace it, tell them that you will return it to that branch, but you will require suitably compesating for your trouble, you are entitled to compensation, again Trading Standards can advise on this, but the thought of a refund and compensation may stir the original branch to get your local branch to provice the replacement/refund.

Alan.

Thanks guys I appreciate the support - spoke to Bennetts [ alleged ] senior customer help manager today, he refuse to budge and claims the law is on their side that they don`t have to exchange or refund, he disputed everything I read off the consumer law sites including the one you linked to WW, [ thank you ], trading standards incredibly are backing Bennetts and said the info on the gov site which has the wording of the relevant Acts are wrong


The Bennetts bloke said they have the right to have one of their engineers look at the lens `as it might have been carelessly dropped` - I`ve treated this camera like it was the finest china for goodness sake, and there were witnesses when the insides decided to come adrift which was after the servo auto focus stopped being able to function properly, and if it were not a known problem, [ the lens not attached ], why does the camera have an inbuilt error message specific to the issue and how come the Nikon tech I spoke to on the phone new instantly what was wrong without needing to see it

I will not accept a repair, I would never ever trust it, I should not have to have my enjoyment of the camera ruined by constantly worrying about it working every time I take it out of my camera bag, [ and yep it`s a decent one, very padded and waterproof, something as fragile as a fledgling bird would be safe from harm in it ].

The upshot is they insist on sending it away to be told what a 3 year old could tell them, that its well and truly kapputt, and they will only replace it if the repair person can categorically state that it was`nt dropped, [ how the hell can anyone but me state that and how am I supposed to prove I did`nt drop it against what they might imply to get out of replacing it ], so it looks like I have a fight on my hands but I will take that fight as far as I have to to make them do the right thing.

Thoroughly gutted, disappointed, and all my excitement about photography with this camera is now completely tainted by all this, I feel so let down by Nikon and Bennetts for ruining it for me by their attitude, all I want them to do is replace the wretched lens