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Casio Bad Customer Service
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My name is Leah, 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 Andrea. I have left a dozen messages for Andrea 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 Andrea. Andrea 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 Years Eve, New Years 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.

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Soaring Consumer on 02/11/2009:
It is clearly Casio's fault as they did not send the camera to the address provided to them.

I recommend that you contact your attorney general.
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These Watches Not Worth Repair, Only Good Until Factory Fitted
Posted by on
Rating: 1/51
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 cud 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 pl be aware, be very sure of what you are asking them to repair, and pl 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.
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Casio said their Quality Control is 100% so even if my watch is 3 weeks old, the piece that fell off cannot be their problem
Posted by on
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?
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Anonymous on 09/03/2009:
Shouting at the customer service rep isn't going to get your problem fixed any faster. It will just make her less likely to help you.
apple sunshine on 09/03/2009:
I meant shut her up not "Shout" at her. Sorry for the typo
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Truly Useless, Great Features if Working
Posted on
Rating: 1/51
Watch is useless if it can't be set, it can't. Instruction book is 2" X 3" and. 3" thick. Have to use magnifying glass to see it but the glued pages keep falling out. I made a big mistake with this purchase. Have to return it or use as a paper weight.
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Casio Defective Watch Cases
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Two months after I purchased a Waveceptor watch it filled with moister and stooped 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.
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Casio Won't Honor Warranty on Watches
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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...!
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Starlord on 09/06/2009:
What are you doing to those watches? It takes some kind of extreme abuse to break a watch in that manner. I was a police officer, firefighter and EMT, and I never had a watch fracture as you describe. I will let you use your imagination as to the stresses my duties put on watch bands. I ain't buying this one.
tnchuck100 on 09/06/2009:
"Their excuse was so outrageous that it is not worth writing about." - Then why did you bother to write anything? That is what people would be most interested in.
madconsumer on 09/06/2009:
next time purchase a rolex or timex?
GenuineNerd on 09/06/2009:
Is the Casio often worn in wet conditions? Although the watches are "water resistant", they aren't meant to be constantly in water. I have a friend who had a Casio G-Shock watch that fractured at the pin hole by the watch band as well; however, he kept that watch on at all times, including in bed and in the shower. The G-Shocks have plastic cases; the band itself broke on it once and was replaced. After the pin hole fracture, which I am guessing was caused by the soap and water the watch was exposed to in the shower, he now wears another Casio watch, this one a Wave Cepter Solar, but it has a metal case and band, not plastic. And he doesn't wear his watch in bed or in the shower any more. I also own a Casio Wave Ceptor that I had for 3 years now, and no case fracture. Mine is also a metal case/metal band watch.
CTYankee on 01/18/2010:
I had exactly the same experience as alanmalk. 2 Wave-ceptors, no abuse, no underwater. The plastic watchband holder (which is attached to the bezel) broke in exactly the same place (11 o'clock). I was going to return them to Casio but it looks like that would be a waste of postage. Goodbye Casio--well, you buy cheap, you get cheap. Seiko or better for me from now on!
WillIbuyCasioagain on 09/12/2013:
I had two Illuminator Casios that broke in the same area. I sent them to the head of Casio worldwide. Postage was high but I feel better. Perhaps Casio will say something though I'm being to doubt it. I didn't ask for replacement, refund, or repair. I just wanted the top guy to know it looked like a manufcaturer's flaw.
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Shady Repair/Warranty Service
Posted by on
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.
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Not Honoring Warranty
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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!
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Anonymous on 08/21/2008:
Seems like it would be pretty hard to mistake dents and a broken lens. Physical damage would negate any warranty for camera defect.
ClintonB on 09/09/2008:
I am dealing with the same exact problem. My daughter's zoom started making a grinding noise (two months old). I sent it in as directed and waited, finally I received a letter stating that they wanted $134.39 to repair the camera. When I sent the camera in there was nothing wrong with it except the noise when the zoom operated, never dropped or left out in any type of weather. They claim it was dropped and is dented. I requested pictures which took them over a month to get to me. The pictures show part of the camera near the zoom and shutter button protruding out. This was not the condition the camera was in when I sent it to them. In dealing with their repair center, I have received a huge run-around. Then to top it off, they send me a letter with camera options that I could upgrade to, at of course an additional cost to me. My camera was the Elixim EXZ80. After reading all the negative posts, this will be my last Casio.
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My Camera
Posted by on
COMMERCE, TEXAS -- I bought this camera and when I went to take a picture it fell and now the lense 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. Its too expensive! So I just want a new camera, and they can have all the ones that are broken!
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Hugh_Jorgen on 03/18/2008:
So you keep dropping your cameras and you expect them to replace or repair them for free? Yeah, good luck with that.
thensider on 03/18/2008:
I am surprised they are even offering to assist you at all, since most warranties do not cover physical damage. you should be glad that they are trying to help you!
thensider on 03/18/2008:
also, it is not time consuming to send something in. You can buy the postage online and have the carrier come and pick it up. And the postage may not be cheap, but it is probably less than what it would cost you to get a new camera.
MSCANTBEWRONG on 03/18/2008:
The camera didn't break from some type of mfr defect. You dropped the can't expect the mfr to replace it because of your clumsiness. If they are willing to work with you to repair the camera, you have that option. Or the other option as you stated is to buy a new camera. I'm sorry for the mishap but it's not the mfr's fault or responsibility to replace a camera due to negligence.
Suusan B. on 03/18/2008:
You dropped the camera - - end of story.
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