Casio Complaint - Casio Bad Customer Service
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.