Why I never buy mail order... ( WHE )

[icecavern]

Forgive me father for I have sinned, it has been many years since my last confession...

Last week I did order a D300 from Warehouse Express. I know I shouldn't have broken my rule of buying from a bricks and mortar real shop... :(

Turns out it's faulty. After a few shots it locks up flashing ERR on the top LCD and when removing the lens it appears the mirror is locked up. It makes a really nasty grinding noise the next time you press the shutter and then it works for a bit again. It does this with or without a CF card in or a lens on the body.

So I try to phone WHE only to find they're not open on Saturdays. So I phone 8am this morning, eventually gets answered, and I'm told they don't believe me, I'm probably using it wrong and I have to phone Nikon to diagnose the problem and then get a returns number. Only then will they consider taking the camera back...

Might phone NPU and see what they say. I guess I'll be asking for my money back and buying from a real shop as this is ridiculous.

Sorry just felt like a rant... :bang:

Pete

[pxl8]

FWIW within, I believe, 6 months, the onus is on the retailer to show there's no fault.

Have a look at the section on proving the fault in this article on the Trading Standards website:

http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0043-1011.txt

Also worth speaking to your credit card company too...

[Rusk]

Well if you will buy a Nikon...;)

:canon:

Sounds to me like you should get in touch with trading standers or something along those lines as they can't just say we dont believe you and send you to Nikon. Find some legal mumbo jumbo and get them worried over the phone that should get them moving for you.

[icecavern]

I'm not sure it's likely to get that far, I'm sure WHE will eventually sort it out, but it's annoying that I have to get Nikon to agree that it's faulty before WHE will accept it.

The NPU line is obviously busy ( monday morning I guess it's to be expected ) so haven't spoken to them yet.

I shouldn't have broken my own rule about buying high value stuff online...

Pete

[icecavern]

Well if you will buy a Nikon...;)

:canon:

Sounds to me like you should get in touch with trading standers or something along those lines as they can't just say we dont believe you and send you to Nikon. Find some legal mumbo jumbo and get them worried over the phone that should get them moving for you.

Yeah I know, wanting your shots in focus is a terrible thing :p

As said it's not got to the credit card/TS stage yet, I'm just annoyed at the attitude of WHE.

[Marcel]

but it's annoying that I have to get Nikon to agree that it's faulty before WHE will accept it.

You don't.

You bought it from WHE, your contract is with WHE. Standard consumer law.

You didn't buy it from Nikon, so as you only bought it last week, you are using the Sale of Goods Act 1979 to return it to WHE as faulty. They have no argument.
You don't have to contact Nikon at all. They may want to, but thats their onus, and on their time and at their expense. Nikon is THEIR supplier, not yours ;)

[gman]

When you return it to them be sure to get solid proof of sending and also the contents within. Probably best to get a third party to verify that it's faulty before sending - just in case they claim it was damaged in transit. Cover every bridge so to speak.

Personally I'd prefer a replacement as there could be other things that may end up faulty but they would be within their rights to have it repaired and one positive note is that it does sound like it will go back to Nikon for repairs - unlike Comet who repair things themselves (that's a whole new story) :shake:

[icecavern]

It's not going back anywhere for repairs, I either want a replacement or a refund, I wont accept anything else. Even then a replacement is a fall back, I'm after my money back so I can go and buy one locally after this experience.

Pete

[gman]

I would act immediately then and quote back Trading Standards and clearly put it to WHE that you are NOT accepting the goods. As it's only been a week then you should be entitled to a full refund - but document everything (details, dates, times etc). Oh, if you are not accepting the goods and are demanding a refund then you have to prove the fault - get someone to back you up in writing.

Even if you are sending back by recorded delivery get a non-relative to sign a typed sheet proving the time, date and most importantly the contents inside. HMRC accept this a proof with VAT returns (because you can't use recorded delivery) so I don't think WHE can argue it!

Best of luck and if it makes you feel any better I bought a rather expensive digial compact for my mum for her birthday mid-last year from Comet. Late last year the battery charger melted and went on fire. They couldn't just return the charger but had to return the whole package including camera and guess what?...the COMET repair team fixed the charger but damaged the camera :clap: and sent it back to her!

The camera now had to be sent back to be repaired. The whole affair took about 3 months - total disgrace but I've never shopped there since and use Curry's instead (not for DSLR's though) as they return to manufacturer. I've spent a lot of money since as we are vamping up the house (LCD's, Cinema Systems etc) so it's Comet's loss! :D

[icecavern]

Update. I phoned WHE again prepared to ask for a supervisor, only to get a really helpful woman on the phone. She has said that my last call to them was odd as they would never normally ask for anyone to call Nikon to confirm a fault and they did not need Nikon to authorise a return. So she has arranged for a swap out tomorrow of a new D300 and they will take this one back at the same time.

Better than the last call, and I should have a working camera tomorrow, however this calls into question the training their staff get, and it has definately put me off using them again for anything more than buying CF cards.

Pete

[gman]

Result! :woot:

[icecavern]

Re-enforces my usual thinking though. Don't save a couple of quid ( in this case less than £10 over my local shop ) and buy mail order. Go to a shop and buy it. Then at least you have somewhere to take it back to.

Pete

[Marcel]

Your latest call actually seems more typical of my experiences and certainly my knowledge of Warehouse Express.

[Jonnyreb]

Glad you got someone sane on the phone.

I've used WHE a LOT over the last few years and have always had excellent customer service. Even when they sent the wrong lens once, they had the correct one courriered to me next day for exchange.

My biggest complaint with them was that their website didn't show stock levels before... apparently they have fixed this now.

[dakid]

Don't buy CF cards from them ... use Play.com! ;)

[icecavern]

Don't buy CF cards from them ... use Play.com! ;)

Play.com don't sell Lexar cards, and I don't use anything else. ;)

[diamonddog]

well at least you got it sorted.sounds like you should make an complaint in writing to them for being given the run around by a git with an hangover..i have use whe a lot and never had a problem with them..

[gman]

CF Tests (http://www.robgalbraith.com/bins/multi_page.asp?cid=6007)

Drop Down list at top right to choose camera.

[icecavern]

That camera list isn't up-to-date now. I'm not sure why you've linked it though?

[Didgi Widgi]

ohhhhhhhhhhh i would have taken a bitch fit

[mho]

Glad you got it sorted.

I must say my dealings with WHE have been very good.

I had a faulty camera from them, phoned them and a replacement was posted out the same day, it arrived the following day, and they collected the faulty one, a phone call followed 2 days later to ensure I was happy with the replacement camera and a credit on my account of £25 to be used on my next purchase.

I have used them around 30-40 times and each time I have recieved superb service.

[shrimperblue]

Bricks and mortar eehhh....

I had the same problem with COMET and a laptop.

The laptop wouldnt even boot up. I took it back and they said I had to phone Fujitsu and get a returns number..... Having worked in PC world about 5 years ago I knew my rights and had an argument with the "bitchy" female manager.

I indeed stated that my contract was with COMET and not Fujitsu. It was apalling customer service and in the end as it started to get heated in front of the other customers she just authorised a full refund.....

They really do try it on. As a result my whole family do not use COMET now!

Good work though Ice, its not just Online though :( and I really hope you enjoy your new camera!

SB

[icecavern]

Well I'm not talking about comet when I say bricks and mortar, more like a proper specialist camera shop. Anyway, I'll have my D300 tomorrow and all being well this one will work fine. It's only going to be a backup/second body so as long as I have one within the next few weeks then it's fine, but annoying to be treated that way.

Pete

[shrimperblue]

I feel your pain :bang:

SB

[mmcp42]

must say my dealings with wex for large and small items has always been very good

at the end of the day it's down to individuals
plan A - hang up and call again - probably get someone else
plan B - ask for a supervisor

glad it looks sorted though - happy snapping!

[StevieF8]

should of reserved it online and picked it up at your local jessops

I did 2 weeks ago - paid £1049


WHE are £1095, unless they did you a deal :thinking:

[InaGlo]

Glad to hear you got it sorted ... Im really shocked by the response to your first phonecall to them.

My 5D, 3 of my lenses, and my lighting kit, all came from Warehouse Express.
The only hitch I had being with the lighting kit, as the bulbs popped as soon as I used them... their response 'we'll have it picked up straight away, and a new one will replace it at the same time'.
Personally, I havent been able to fault them.

Hope the new camera fits the bill.

[StuartH]

Glad its sorted..and like others had said my dealings with WHE have only been good ones..I've heard of a few probs with the d300 is just teething probs??..Friend brought one last week and the live view packed up and he had to get a replacement also.

[icecavern]

Well I haven't heard of any major problems with the D300's, and my D3 has worked perfectly since I got it. They're selling so many D300's worldwide there's bound to be the odd one that has a problem. I'm not worried about getting a faulty camera, it happens, just the way in which it was dealt with by WHE. But hey a new one will be here tomorrow so I can see what happens with that one :)

Pete

[andrewc]

W.E. are open on Saturdays, at least their retail department is open, as I've been in...

[icecavern]

Not via phone unfortunately

Pete

[Hermie]

Just for future reference, any online business has to adhere to DSR - Distance Selling Regulations. These state you can return any purchase for a refund within seven days without having to give a reason.

http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/

Hope your replacement is fine!

[markta]

Have never had problem with WEX, apart from reserving (or not) in my case, a copy of Lightroom.

Easily resolved though and very pleased with their service. I live about 4 miles away from their showroom, so pick everything up in person.

[G2EWS]

I am also looking at the D300 to add to my Fuji S3 and found this to be the best deal:

http://www.currys.co.uk/product.php?sku=103884&camp_id=OfferoftheDay

Add in the code AWOFF100 and you get an additional £100 off making it £999.99 including delivery.

I believe you can also walk into PC World and they will honour any online deal! Found this to be the case about a year ago when I purchased an Acer Aspire 9813WKMi 20" laptop.

Regards

Chris