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Advice on my rights?
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I have a Canon 5D MKIII which I bought in March this yr. 6 wks later it suffered a complete failure and wouldn’t work at all despite changing lens, battery, memory card etc etc – it showed error message 20 and the fault stated “Contact your nearest Canon distributor”. I tried it numerous times that day and sometimes it turned on and wouldn’t work just showing the error message but by the time I came home it wasn’t working at all. The following evening it just started working again. I obviously wasn’t happy with the failure though and returned it to the supplier who’s Technical Dept tried to recreate the problem and couldn’t. They finally advised that I had 2 options: either return they return the camera to Canon but that they would basically try to recreate the problem also and if they couldn’t they would not send me a replacement and just return the same camera to me or they (the camera supplier) would return the camera to me again directly (and avoid Canon taking 2-3 wks to check the camera over) and they would re-issue a new warranty on the camera starting from that date and if the error showed up again I should photograph the error message on the back screen and return the photo and the camera to them again and they would stand over a complete replacement – no questions. That was the option I took. However last weekend the camera failed again – albeit only for a few minutes. It just started whirring constantly as if on live view and it was trying to focus and refocus – however it wasn’t on live view and wouldn’t do anything, the screen at the back stayed black and I couldn’t take a photo or do anything – it sounded like a small motor inside was whirring. I finally turned it off after a few minutes and again it started working again when I switched it on. Where do I stand now on this? I don’t have an error message to send to my supplier and when I informed them of this latest failure today they’ve again asked that the camera be returned to them for testing and trying to re-create the problem again. I obviously don’t want this camera back again but they don’t appear to be leaning towards replacing it either. There is obviously some intermittent fault that might take another mth or 2 to show up so they may again find nothing wrong with it yet again – but I’ve lost all confidence in it now. Can I insist on them replacing it? (I’ll put a small mark somewhere inside it so I know if it’s the same camera I get back or not). Given I purchased a 5DMKIII, a 70-200mm F2.8 and a 16-35mm F2.8 all at the same time you’d think they’d be bending over backwards to support me in this issue (and it’s a very well known supplier). Anyone any ideas on how to proceed before I return it yet again and am given the same options? Can I just insist on a new camera? (I’d prefer a replacement rather than a refund because the camera was purchased when the Canon Cash-back sale was on so it would be considerably more expensive now. Anyone know how I should proceed? All advice welcome!!
•Err 20: Mechanical malfunction
Within the mirror, shutter or aperture mechanism (most likely), some sort of disturbance, error or lock-up has been detected. This error code doesn’t specify where the exact problem is, but points to the cause being mechanical rather than an electronic gremlin.
As it is an intermittent fault, it’s possible that it could be caused by the attached lens rather than the camera itself.
When you returned the camera, I’m assuming that there was no lens attached & therefore it would be almost impossible for the fault to be repeated during testing if it was the lens that was faulty.That said, you would be entitled to a replacement (if proven) that the camera is faulty. The problem here is that if the tester cannot find a fault with the camera, they cannot state that it is faulty & therefore wouldn’t see any point in replacing it. Intermittent faults are the worst to try to fix as it can show at anytime & may not show up for months.
I would continue to use the camera (with a variety of lenses) & if the problem arose again, photograph the fault while it is showing & bring the camera with lens attached to the shop where I purchased it (without turning it off if possible). That way, the shop can see that there is a problem. Both the camera and the lens can be tested to try and locate where the actual problem lies.
If proven that the camera itself is faulty, I’d insist on either a replacement camera or a refund. Likewise if the lens is faulty and was sold by the same shop.
Thanks a lot for the advice Miki. I tried the camera with different lens’ the first day it failed but to no avail, I changed lens, battery and memory card – the error continued. Yes I returned the camera without the lens but they tried it with various lens’ fitted and couldn’t re-create the problem. Supplier I got it is in the UK so no possibility to bring it into their shop as I live in N.I. Last weekend when it failed there was no error message – you could just hear a whirring type sound – like it was continually trying to focus on something as if it was in live mode, so there was nothing to photograph as proof of another failure, the back screen just stayed black. The problem will be proving there is another issue… I will insist on a replacement but judging their reply they’re again going to try to recreate the problem – and most likely again find nothing wrong. :-(
Last weekend when it failed there was no error message – you could just hear a whirring type sound
In this instance, I’d just return it and insist on a replacement camera. Take note of the serial number to insure that they don’t fob you off and give you the same camera back.
In the republic, the sale of goods & supply of services act 1980 covers these type of issues & lets you know your rights as a consumer. Britian and N.I. will have a similiar act. http://www.irishstatutebook.ie/1980/en/act/pub/0016/” onclick=”window.open(this.href);return false;
If it was bought in Ireland last March it is covered by the warranty and you should go back to your dealer and insist they get you a new camera…that’s it really.
Noel.
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