My name is **, a Casio customer. I called the Casio Repair Center in October of 2008 for instructions on how to send my camera in for a repair estimate. I sent my camera in for a repair estimate in November of 2008. These were the instructions I was given: I sent my camera in the original box with a letter that had #1. My name #2. My current address #3. A description of what was wrong with the camera #4. A copy of the original receipt.
I received an estimate shortly after in the mail, and decided not to have my camera fixed by Casio. I called the Repair Center for instructions on how to get my camera back. I was told to send a check for $7.95 and decline the estimate. I did that, and according to my Online Bank statement, my check was cashed on December 1st 2008. I waited a couple of weeks, and decided to call and check on the status of my camera. I was informed that Casio sent my camera to my old address (I had my camera repaired once in 2007) and I was told that this was not Casio's issue anymore.
This was an issue that I needed to take up with UPS. I explained to the Casio operator that I did everything I was instructed to do by Casio! It is not my fault that Casio sent my camera to my old address when I sent them my new address. I have spent hours on the phone and hours on hold over the past months with Casio. One operator told me that I needed to fax over a utility bill with my current address on it, to prove that I really lived where I said I lived. I did that and still no response. The same operator told me that she would just send me a broken camera. I told her that was not acceptable! I want MY camera.
I have talked to at least a dozen different operators over the last few months and they all transfer me to a "managers" voice mail, named **. I have left a dozen messages for ** and she has returned my calls twice. The first call, last week; she told me she was sending me my camera with a signature required.
She couldn't give me any information on why this has taken months, how they got my camera back, when I could expect to receive it, nothing! She couldn't even give me her direct manager or supervisors extension or e-mail, she told me basically that she was the only person I could talk to. Today is Wednesday, February 11th 2009, and I still do not have my camera.
I called today and left another message for **. ** called me back and still was not able to tell me when I can expect my camera because "she has been in meetings all week." She said she thinks I might get it on Friday or Monday. This is the worst customer service I have ever received. I have never been treated so horrible by a company in my life.
My plan was to have Casio send my camera back to me so I could take it to a local camera repair shop and compare estimates. If Casio's estimate was better I would have sent my camera back and gone with Casio. But I never got that chance. Now I know for a fact, even if my local camera repair shop is triple the estimate of Casio's, I will go with them, because customer service is that important to me.
In the close to 4 months I have been without my camera, I have missed pictures of Christmas Eve, Christmas Day, New Year's Eve, New Year's Day and countless other everyday moments. I will never buy from Casio for myself, friends or family again. I spent $184.99 of my hard earned dollars for my EXZ75 Camera, and Casio just doesn't seem to care. Thanks.
The first Baby G I bought was great, lasted for more than 2 yrs and still going. I bought another one for my younger daughter. After 3 wks (1 month from date of order), one of the buttons fell off. My daughter wear it to swimming. She is not an active child. So I sent it in for repair. I got a quote of $40 for a $80 watch to replace the button. I was shocked it is not covered under the warranty. So I called the service representative. According to her, warranty covers only the mechanistic functioning of the watch. "Everything can fall off but if it works, then you are out of luck."
But again, they can say "You abuse the watch." So I said "Can't it be a quality control issues?" She said, "There is not recall." I said not necessary a recall type just manufacturing problem. She said if so, then I would have seen it once I open the box and their QC is 100%!!!
Wow, I am amaze. I need to work in Casio manufacturing. The best QC for some wafer fab is 90% maybe? I was hoping mad. She said, "I am not saying it is your child but maybe she hit it somewhere..." So I said I want to talk to the supervisor, she said no since this is not an issue for sup. I insisted and finally someone who claim to be a manager talked to me. Repeated the whole thing. Said my daughter is young, active... I shut her up by saying, this watch claimed to be for sports. There was no dents and stuff on the watch. She said she will see what she can do and call me. I think she will not call. What can I do?
NEW DELHI, DELAWARE -- Very bad experience of repairs on my Casio Pathfinder - New Delhi, India office not capable of handling repairs on watches purchased outside India. Pl don't waste your money by sending it to these people. I had sent my pathfinder (PAW 1300B) for a strap replacement, which should have costed me mere Rs.1200/-, however I was told that since this model is not in India, I need to order entire casing costing Rs.5000/-. I went ahead with it, and these guys took a month on the replacement.
Later, I went in a pool for a swim, and the min. I entered the pool, water seeped in and the watch stopped working. I could figure out that while the casing was replaced, my watch was not done up correctly and even leak proof test was not done. When I reported the matter to Casio India, their engineer initially accepted that water seeped in due to a gap, however later they denied this and senior manager said, that there is no issue with the watch for leakages, however buttons were operated while the watch was submerged in water leading to water getting in.
And they again raised a bill for Rs. 4500, which I have denied to go ahead with the repair. So pls be aware, be very sure of what you are asking them to repair, and pls perform your own tests before taking over the watch from them, since am sure they don't follow standard operating procedures and compromise on the quality standards. I even escalated this issue to Casio global customer support, from where I didn't get anything more than an apology email.
DOVER, NEW JERSEY -- I recently sent a camera in for a repair that I thought should have been under warranty. It was a problem with the zoom and there was no physical damage to the camera. I received a letter from Casio claiming the camera showed signs of being dropped and that they were going to charge me $134 to fix the camera. I requested photos of the camera and explained to the customer service representative that the camera had not been dropped and there was no physical damage.
After several phone calls and over a month of waiting I finally received pictures. The camera was not in the same condition as when I sent it to them. There was a very piece of the camera protruding out where the shutter and zoom functions are. Something I would have definitely noticed when sending it in. After conducting some Internet searches on Casio and Caisson Repair there are many others experiencing similar issues I am.
To top it all off, I received a letter from Casio asking me if I wanted to upgrade my camera to different reconditioned model, my old camera would be destroyed (probably sent to someone else). I have requested that my camera be sent back to me.
BLUE RIDGE, GEORGIA -- The lens quit extending on my camera that is only 8 months old. It has a 1 year warranty, so I returned it Casio for repair. I receive an estimate for $119.00 plus shipping & handling to repair this camera that is supposed to be under warranty. They state that the camera had 2 dents and a broken lens and that because of the damage, it will not be covered under warranty. The camera was not damaged, had no dents and the lens was not broken, it just stopped opening.
Casio did offer to sell me a "reconditioned" camera to replace mine at a cost of guess what - $119.00 plus shipping & handling. Quite a coincidence isn't it? I wonder if I order it, would I get my camera back as the "reconditioned" camera! I am not at all impressed with Casio's warranty service!
Another sad story regarding Casio's failure to honor their warranty. I now own two Casio watches that have fractured at the pin hole on the case. Having worn watches for approximately 50 years and never having a case fracture, and all of a sudden 2 Casio watches fracture in the space of 3 years (one out of warranty, one in) it is my opinion that their quality control is non-existent. And their warranty service even less so. Their excuse was so outrageous that it is not worth writing about. Buyer beware...!
DOVER, NEW JERSEY -- After bringing watch in for dead battery less than 1 year old. They email no parts available to fix it, and they offer me a new watch of their choice at a price 20% higher than available on Amazon.com. Casio was good at 1 time. They make way too many models now and quality is BS. They're nothing more than throw-aways. I now wear my 30+ year old Swiss Omega Speedmaster mechanical-wind. It works!
Two months after I purchased a Wave Ceptor watch it filled with moisture and stopped working. Warranty was denied because there was invisible crack in the case. I never even dropped the watch on the carpet! Casio has large number of defective cases and is not warranting them.
COMMERCE, TEXAS -- I bought this camera and when I went to take a picture it fell and now the lens thing is out and won't go back in. The company is telling me that I have to go through this long process which I have no time for, and no money for. I have bought 3 cameras from Casio and I am a loyal customer. I expect them to treat me that way.
I just want another camera. And I can send in the one that isn't working. I just do not have time to go through all of what they are asking me to do. And to get the camera fixed will cost more than just buying a new one. Which I have no money for. So right now I have 3 broken Casio cameras. And not one time have I been able to send them back. It's too expensive! So I just want a new camera, and they can have all the ones that are broken!