This was the response I received today to a second complaint I made about their Knowhow policy guarrenteeing items.
the first was when I was told my warrenty on a tumble dryer had lapsed and then received a reminder to renew the policy 4 months later, having scrapped the old tumbel dryer and buying a new one.
the second complaint was about my camera covered again by a knowhow policy that went in for a repair on April 1st at Blackpool store.
it took them 33 days to return in repaired to store.........under the T& C's if not repaierd within 28 days I can claim a write off.............they apparently don't count the time of transport or sitting around in a workshop getting up to all sorts of problems before being sent off to Canon for repair as within that 28 days..........so hyperthetically they actually could loose it or keep it for months, but so long as the repair doesn't take more than 28 days they cover themselves........I DON'T THINK SO!!!!...........
I wouldn't buy from them again, their service is ABSOLUTELY RUBBISH.
Dear Mr Howard-Pritchard,
Thank you for your letter dated 3rd May and also for speaking to me today, As confirmed, as part of the Customer Action Team, your correspondence has been passed to me to investigate and respond.
I understand that you were unable to continue the conversation and I am emailing you to clarify my response. As discussed, your camera has been repaired and is back with your local store. As part of your agreement, you are able to request a write off if the timeframes have been breached. From investigation, a write off request was made after the unit was repaired and is the reason why it was rejected. Please note that transit times don't factor into the repair time. Due to this,, we are unable to provide an exchange and can confirm that your camera is awaiting your collection fully repaired.
Thank you for taking the time to write to us. Whilst it is always disappointing to hear from a dissatisfied customer, it is by receiving correspondence such as yours that we can effectively address customer care issues and improve our service.
Yours sincerely,
Lee Leclere
KNOWHOW™ Customer Action Team
________________________________________________________________________________________________________________