This should be interesting

[Phil V]

A further response from the retailer

Our conditions of sale are on the listing, please check. As explained before the warranty is with the manufacturer Olympus, you need to contact them, we are not the manufacturers. If you need a receipt or if Olympus doesnt resolve the issue then you are welcome to contact us. We sell a lot of electronic items like all apple laptops and phones, and samsung products and if an item develops a fault customers contact the manufacturer, not us. Have you contacted Olympus?

My response below

Unfortunately your terms and conditions do not take precedence over the Consumer Rights Act.
Please accept the return and either issue a full refund or replace the camera with another new identical item. Repair is an option but Olympus are no longer a camera manufacturer or retailer, they have sold the business to OM Systems who have no liability as far as I am aware.

Not sure about the liability bit.

Don’t need the detail about Olympus, that’s just opening up a route for further obfuscation.

Note: they never said they weren’t responsible, they just deflected about irrelevant cooling off period and what they consider ‘usual’. Ergo - they know what your rights are and were careful not to lie.

 

[TVRTim]

So the camera is now on its way to Olympus in Portugal, dropped it off yesterday to a DHL collection point and received a confirmation text a couple of hours later. Should arrive at the repair centre early next week so I'll provide a further update then.

 

[TVRTim]

Another text from DHL to tell me that it has been delivered, and a quick check on the OM Systems website confirms that it has been, nothing to do now but wait until OM contact me.

 

[the black fox]

wow that will speed things up

 

[TVRTim]

wow that will speed things up

Indeed, an email this afternoon asking for proof of warranty. That got me scratching my head, I supplied a copy of the receipt in the box with the camera that shows the purchase date, so I responded and enclosed a screen shot of my confirmation email from Olympus regarding registration and the warranty expiry date (July 2025) hope that will suffice.

 

[Asha]

Indeed, an email this afternoon asking for proof of warranty. That got me scratching my head, I supplied a copy of the receipt in the box with the camera that shows the purchase date, so I responded and enclosed a screen shot of my confirmation email from Olympus regarding registration and the warranty expiry date (July 2025) hope that will suffice.

The chances are there is little communication between those that open parcels/ assess the goods and those that deal with admin, hence it’s quite likely that the latter has contacted you for for proof of purchase due to not seeing the receipt that you enclosed with the camera.

 

[tijuana taxi]

I suspect they may question its source and as a consequence validity of the warranty and subsequent claim.

 

[snerkler]

Indeed, an email this afternoon asking for proof of warranty. That got me scratching my head, I supplied a copy of the receipt in the box with the camera that shows the purchase date, so I responded and enclosed a screen shot of my confirmation email from Olympus regarding registration and the warranty expiry date (July 2025) hope that will suffice.

Normally they want a completed warranty card that comes with the manuals etc.

 

[the black fox]

Any further updates ?

 

[the black fox]

Nothing yet Tim waiting to find out if they accept it as warranty work

 

[TVRTim]

I received a response today from Olympus, see below.

Dear Customer,

Thank you for your message and document sent. After our analysis and unfortunately, we cannot consider as valid invoice.
This was sold outside the authorized distribution channels, which frequently occurs when the price of an item is significantly higher in one country than another. The invoice also doesn’t have VAT. This is considered as “grey import”.

For warranty repair we suggest that you contact the retailer to find out the validity of the warranty service. For us, this warranty is not valid in Europe.

Do not hesitate to contact us if you have any questions.

Thank you in advance.

Best regards,

Liane Bento
Customer Service Specialist
OM Digital Solutions

I have sent this to the retailer who claims not to know what a grey import is, he has offered to send me another receipt with a VAT number on it, makes you wonder why his original receipt didn't have one.

I have also asked Olympus to quote for a repair as BSF Electronics have intimated that they might be willing to bear the cost.

Looks like I may have to go down the legal route on this, trading standards?

 

[snerkler]

I received a response today from Olympus, see below.

Dear Customer,

Thank you for your message and document sent. After our analysis and unfortunately, we cannot consider as valid invoice.
This was sold outside the authorized distribution channels, which frequently occurs when the price of an item is significantly higher in one country than another. The invoice also doesn’t have VAT. This is considered as “grey import”.

For warranty repair we suggest that you contact the retailer to find out the validity of the warranty service. For us, this warranty is not valid in Europe.

Do not hesitate to contact us if you have any questions.

Thank you in advance.

Best regards,

Liane Bento
Customer Service Specialist
OM Digital Solutions

I have sent this to the retailer who claims not to know what a grey import is, he has offered to send me another receipt with a VAT number on it, makes you wonder why his original receipt didn't have one.

I have also asked Olympus to quote for a repair as BSF Electronics have intimated that they might be willing to bear the cost.

Looks like I may have to go down the legal route on this, trading standards?

Not good, I'd definitely get back on to the original seller and get it sorted through your consumer rights. I'd personally ask for a refund assuming there was nothing in the listing suggesting it was grey?

 

[Dave Canon]

I am sorry for you but you should have pursued your statutory rights straight away as I suggested. Warranties can be useful when they offer more than your statutory rights. I am happy that I only deal with reputable retailers such as WEX, Clifton Cameras (there are many others) but there are many dodgy grey importers.

I bought an expensive item from Tom Tom UK and they tried to make out I was importing it and thus had a lot more to pay. I refused to accept such lies and threatened Court action so they backed down as I made it clear that I would claim for my wasted time.

Dave

 

[the black fox]

I doubt very much that the retailer was the importer , small retailers usually buy from a warehouse supplier . But I suspect this one is from the dodgy set and has probably been lying around for a couple of years .. not sure what your next move should be but it should make anyone following this thread realise that buying grey market doesn’t save time or money when a problem pops up like this .
What happens next with olympus /OM are they returning it .. ?

 

[TVRTim]

I doubt very much that the retailer was the importer , small retailers usually buy from a warehouse supplier . But I suspect this one is from the dodgy set and has probably been lying around for a couple of years .. not sure what your next move should be but it should make anyone following this thread realise that buying grey market doesn’t save time or money when a problem pops up like this .
What happens next with olympus /OM are they returning it .. ?

I'm waiting for Olympus to quote for the repair and then I can decide if its worth it or not, persuing it through trading standards is an option, or the small claims court maybe.

An alternative is to just say fu*k it, get the camera back and live with the mark, it took a few weeks for me to actually see it for what it is and its easy enough to clone out. Unless its against a light background, sky etc its not noticeable. I do not shoot at high f numbers which would highlight it even more but even if i did it can still be removed in post.

 

[TVRTim]

I should also say that this is the first time I've ever been cought out by something like this, I shall still continue to buy my stuff from discount retailers, just bought a Nikon Z5 from E-Infinity for example, delivered in good time with no issues, I will however leave ebay alone for higher cost items.

Every day is a school day as they say

 

[gramps]

I shall still continue to buy my stuff from discount retailers, just bought a Nikon Z5 from E-Infinity for example, delivered in good time with no issues, I will however leave ebay alone for higher cost items.

Comparing an odd eBay seller to the Grey Market isn't really accurate, the likes of Panamoz, E-Infinity etc are quite different (though the same issue applies with manufacturer's warranty and you are dependant on the seller).
The problem with not going back to the original seller to rectify the fault is that you embolden him/her to make reckless sales and/or deny responsibility to others in the future.

 

[snerkler]

I should also say that this is the first time I've ever been cought out by something like this, I shall still continue to buy my stuff from discount retailers, just bought a Nikon Z5 from E-Infinity for example, delivered in good time with no issues, I will however leave ebay alone for higher cost items.

Every day is a school day as they say

E-infinity aren't as good as some when it comes to warranty issues as the turnaround is usually very slow due to the item going back to Hong Kong. Panamoz are usually much better in that regard as items are fixed/repaired in the UK.

 

[Suvv]

The supplier is liable. Have a read of https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

 

[TVRTim]

The supplier is liable. Have a read of https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Interesting link, many thanks.

 

[TVRTim]

Just received a quote from Olympus, £217.42 inc vat to replace the sensor, quite good i think.

I have sent this to the retailer and asked them if they will bare this cost, if yes then they need to transfer the funds to me prior to me paying Olympus, if no then I have told them that I will take the matter further will legal action against them.

Drumming my fingers now waiting for a response

 

[the black fox]

thats the way to do it . its probably worth getting done long term as the work will then be covered by olympus/OMs .. and then take further action to recover the loss if needed

 

[TVRTim]

The retailer has now confirmed that they will pay for the repair I have sent them my details and am now awaiting payment.

 

[gramps]

The retailer has now confirmed that they will pay for the repair I have sent them my details and am now awaiting payment.

Good result.

 

[the black fox]

As long as they do it’s a good result all round

 

[the black fox]

Any news yet on refund and repair Tim

 

[TVRTim]

Any news yet on refund and repair Tim

Hi Jeff, yes Olympus have quoted £217 for the repair so I have accepted and paid for that and the retailer has carried out a partial refund to the same value via ebay so a reasonably satisfactory outcome but it has been a struggle.

I have said before in this thread, lesson learned although I realise that it was just bad luck to buy a new camera that had a sensor fault.

I should have it back in a week or two (no date given) and then I may have a choice to make, I have bought a Nikon Z5 along with a 12-70 f4 Zs which I am getting to know and enjoy so I need to decide if I want to keep using three distinctly different systems, I also use a Fuji X-H1, so full frame, aps-c and m/43, they all have their merits and they all produce good results.

I suspect that I will keep the Olympus and the Nikon and move the Fuji on, just my thoughts at the moment.

 

[the black fox]

At least the work will be under warranty , and it will come back in superb condition the repair Place is second to none

 

[TVRTim]

Had an email from DHL today, the camera will be back with me on Friday, happy days.

 

[steveb]

And lesson learned the packaging was certainly sealed and looked new and unmolested, I also checked the shutter count this week and that was 1024 which is consistent with the use I have put it to these last few weeks. But as I said, lesson learned.

Something that should always be considered, a neat shrink wrapped box doesn't necessarily mean it was sealed by the manufacturer, although in this case it likely was. In the past I have undertaken a repair on a dealers premises. They had a shrink wrap machine, consisting of a large roll of the shrink wrap material. The goods were placed inside the material, each end was sealed by bringing down an arm containing an electrically heated element to seal each end. Then it was shrunk with the assistance of a hot air gun. Since I saw this one long ago they have no doubt got more sophisticated.

 

[TVRTim]

Something that should always be considered, a neat shrink wrapped box doesn't necessarily mean it was sealed by the manufacturer, although in this case it likely was. In the past I have undertaken a repair on a dealers premises. They had a shrink wrap machine, consisting of a large roll of the shrink wrap material. The goods were placed inside the material, each end was sealed by bringing down an arm containing an electrically heated element to seal each end. Then it was shrunk with the assistance of a hot air gun. Since I saw this one long ago they have no doubt got more sophisticated.

Caveat Emptor as they say, I'll stick to more mainstream dealers in future.

 

[trevorbray]

Caveat Emptor as they say, I'll stick to more mainstream dealers in future.

Have you received it yet. All good ??

 

[TVRTim]

Have you received it yet. All good ??

Hi Trev, yes got it back last week, they replaced the sensor and now all is good.