IPC Complaint - Warranty BJC5100 Canon inkjet printer

Review by walzg on 2001-01-23
MARKHAM, ONTARIO, CANADA -- Dear Sirs:

I am sure you would like this problem to just 'go away', however, it has been very affective for me and so I feel I must pursue this even further.

Yours letter arrived yesterday, unsigned, and stated that you were trying to build a customer base [on trust?] What I do not understand is why you would not accept the printer for repair, even though it is normally warranted only for 1 year? I have a 2 year warranty on this, purchased from you when originally ordered.

Of course the printer should have gone back to you for repair initially, BUT YOU WOULD NOT ACCEPT IT! So........ the fault does not lie with me as far as I can see.

As far as confirming the problem or the appropriateness of the parts and labour and thereby assessing the validity of the charges, it should be a simple matter for you to phone NESA [a Canon authorized repair depo in Edmontont] and do just that!

You also stated that providing prompt resolutions to customer problems is a key element in your warranty strategy. I cannot see any of that in your correspondence with me.

Since I have been disabled this past 8 years, with a medical problem, using the computer has been my window on the world really. Of course I need a working printer to continue with that.

So, I repeat, first you refused to recognize the 2 year warranty, and then you later acknowledged it! Tell me, what SHOULD I HAVE DONE THAT I DID NOT?

According to the growing number of disgruntled customers on the Net, you appear to be failing miserably to 'provide prompt resolutions'.

Perhaps, if a real person answers this, it could also be signed this time?
Comments:1 Replies - Latest reply on 2001-01-25
Posted by Anonymous on 2001-01-25:
This is the kinda of thing that makes websites like this useful. Companies think they can just ignore single consumers, thinking they won't make a wave, or can't! I hope things get resolved for you.

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