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canon cashback problem


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Showing 1-25 of 48 posts in this discussion
Initial post: 17 Jan 2014 18:49:39 GMT
Any one had problems with Canon Autumn cashback? Bought an SX50 and submitted documentation which they acknowledged receipt of and then refused to pay up because they said Ihadn`t submitted documentation. Won`t touch this company with a bargepole.They are still wriggling! What an attitude towards customers. John Webb

Posted on 17 Jan 2014 23:00:48 GMT
Last edited by the author on 17 Jan 2014 23:09:13 GMT
T.J.Byford says:
This is indeed unfortunate. I've always found Canon Customer services to be excellent, but mistakes do happen. Have you tried writing to the CEO?

hasse_iwarsson@cuk.canon.co.uk

You may have more of a chance than blowing off steam on an Amazon forum, however upset you are about it.

I assume you purchased the camera from a Canon accredited dealer who was participating in the cashback offer? I recall there were issues with a similar scheme run by Panasonic for their FZ200 when this was launched in 2012. Some purchasers were annoyed when they discovered their camera purchase wasn't covered as it turned out to be a grey import, i.e. not an official UK supply.

I trust this helps.

In reply to an earlier post on 6 Feb 2014 15:53:12 GMT
Thanks. Still no joy I`m afraid despite many e-mails. All documentation was sent by an attachment to e-mail. before due date.Say they haven`t got it. They wont accept posted documents, unlike Panansonic who sent me a prompt cashback cheque after about a fortnight recently. The process of scanning and sending documents must deter many,assuming that they have the hardware to do it of course. They seem to have no interest in their customers at all. I have not had good reliability from Canon products in the past so I`m regretting that I got lured in. I won`t buy from them again and will probably sell the camera while I can, John Webb.

In reply to an earlier post on 6 Feb 2014 17:50:37 GMT
T.J.Byford says:
Mr. Webb,

Sorry to learn you've had no luck in pursuing this with Canon.

Did you save the email, the one you sent them with the attached docs they requested, and their acknowledgement of same? On the basis that your email included the attachments they requested and they acknowledged this email, electronic delivery would have been confirmed in accordance with their offer terms and conditions. If they've subsequently mislaid your email and didn't open the attachments and retain them, I should have thought they would have honoured the offer merely by your re-submitting your email and a copy of their acknowledgement. This not only seems good business practice but is clearly what they should do within the terms of their offer.

I, and no doubt others reading this post, will be quite puzzled by it all.

What you do now depends upon how far you wish to go. Based on the evidence you have, you may wish to take the matter to the Small Claims Court, it is cheap to do so, and in the event you win Canon would bear your costs. But you should see legal advice first, albeit the documentary evidence seems very much in your favour, providing you can now still produce it.

I note your comment about Panasonic. I, too, took advantage of a cash-back offer on my last camera from them, and received their cheque very quickly. Garmin were a little longer, but still no problems.

You do seem to have been very unlucky.

Posted on 25 Feb 2014 18:39:43 GMT
Last edited by the author on 25 Feb 2014 18:40:06 GMT
Mrs Wibble says:
Are you certain that the initial confirmation wasn't simply to say they had received your application? If they are subsequently saying the application was incomplete so they cannot proceed with the cashback pay out, that is obviously different from them saying you could have the cashback and then reneging on the agreement.

If you are indeed certain that you have documentary evidence proving your cashback claim should have been successful, and you are still finding that Canon is not behaving in an equitable manner, then send a Letter Before Action to their customer services department, enclosing all the documentary evidence you have collected to support your position. In the letter, you should ask for Canon's *final response* on the matter and ask for it to happen by a date you specify. You need to do this before you take the legal action that TJ Byford is describing, but I would be very surprised if Canon didn't pay you at this point if your paperwork is in order.

Hope this helps.

Posted on 25 Feb 2014 23:11:51 GMT
Presumably you resent the Email and attachments to prove the date you originally sent it? What format did you put the attachments in? PDF, I presume but do they specify something else.

Posted on 26 Feb 2014 00:22:44 GMT
Zelazowa says:
Interestingly it is estimated that where customers buy cameras where a cashback is offered, only about 33 per cent actually complete and return the claims form?
Retailers will often have a camera advertised at say £280 and then on the day the cashback offer [£30] starts will put the price up to £310.
A simple price reduction would seem the best way forward but we're dealing with the oddities of big business!

Mr Webb: Have you tried a formerly trusted and efficient means of communication when all else fails?

Canon consumer product support please contact: 020 7660 0186
Lines open Monday - Friday 9am to 5pm

It might be worth a try but we all know what a simple phone call can mean nowadays!

Posted on 28 Feb 2014 09:48:21 GMT
WEndy says:
They should have sent you a link to their website where you can monitor the process of the claim, from there is is possible to upload you documents, if you are able to access it then I suggest reupping them

Posted on 1 Mar 2014 21:35:23 GMT
Hi OP, I didn't claim cashback from the autumn offer but I did from the winter/xmas offer. I submitted everything online and I got one email to confirm my application was received (which included login details to track my application). A day or 2 later I got another email from canon saying my proof of purchase wasn't valid as some of the ink on the receipt had faded a bit and couldn't be seen clearly. They asked me to upload a picture of the box or camera showing the serial number instead which I did and I then got an email a couple of days later saying application was accepted and to expect payment within 28 days.

I would say if you didn't get any similar emails advising you your proof of purchase was not valid then they have to pay up. Also, if you submitted the application before the deadline then imo they are on v shaky ground refusing to pay up. Have you spoken to anyone on the phone or just emailed? I find speaking to someone usually gets you a lot more than just emailing. If you've already done so, then, as someone above mentioned, go straight to the top and email ceo (or phone if you can find a number). Maybe mention reporting them to trading standards if they don't fulfill their legal obligations. If it was me I'd even ask for extra as a goodwill gesture :P

Good luck, hope you finally get that cashback!

Posted on 2 Mar 2014 18:22:10 GMT
You could try writing to one of the consumer champions in the papers?

Posted on 2 Mar 2014 19:13:48 GMT
Mrs Wibble says:
John, if you still haven't had any joy, here's what I would send:

---
WITHOUT PREJUDICE

RE: Lost Autumn Cashback Claim Documentation

On [date], I received the attached email from Canon confirming receipt of my cashback claim documentation. Having allowed a reasonable amount of time for my claim to be processed, I asked Canon for a status update and was informed that my documentation had not in fact been received and so my claim was not being progressed at all.

Given that:

1. Canon must have received my cashback application or else you would not have had any contact details to use when sending the receipt confirmation; and

2. The fact that I am able to furnish you with the attached receipt confirmation is clear evidence that I did indeed receive it.

It seems obvious that Canon has simply lost my documentation, and then unfairly decided to cancel my claim. This is not acceptable because English law entitles me to be treated in an equitable manner - I submitted my documentation in accordance with your cashback terms and conditions, and so I am looking to you to remedy this situation at once by paying me the £40 cashback as agreed.

I appreciate you may still be unable to find my documentation and so I have attached another copy to this email as a gesture of goodwill.

I trust you will now see fit to process my claim as originally agreed, and without any further delay. With this in mind, please either:

1. Respond to this email to confirm that you are in the process of transferring the £40 cashback I am due, giving the date by which it should clear my account; or

2. Respond to this email with full details of your reasons for rejecting my cashback claim.

To avoid this matter escalating further, please respond no later than 14 March 2014. Please note that I reserve all my rights in this and/or any related matter. Thank you in anticipation of your prompt attention in resolving this issue amicably.
---

Next step after that would be a Letter Before Action sent to their head office. I would be very surprised indeed if you didn't get the money out of them within the next two weeks, however, and I'd be interested to see their response. Good luck whether you use the words or not.

Posted on 6 Mar 2014 16:39:25 GMT
Julie Scott says:
I'm having the same problem, twice I've uploaded the receipt & twice they've emailed back saying it isn't attached!!!

In reply to an earlier post on 6 Mar 2014 17:05:06 GMT
Mrs Wibble says:
I suggest you try to upload it again and take a screenshot of the page confirming your upload has worked (if you don't have screen-grabbing software, just take a photograph of your monitor showing the page). Then, respond to their email and attach another copy of the upload file along with the screenshot you just took. The issue you describe is either a user error (i.e. you're not doing it right!), or a technical error with their system, so sending them an email with everything attached should help them sort out the problem. Hope this helps.

In reply to an earlier post on 6 Mar 2014 19:31:51 GMT
T.J.Byford says:
Following on from Mrs. Wibble's observations, I would double check Canon's requirements relating to the attachments. Have they specified a maximum file size, must the attachment be in pdf or an image file format such as jpeg? Looking at your copy of the sent email, can you see the attachments but, more importantly, can you open them? I've no wish to decry your expertise, but it could be down to user error. I would have to say if the attachments are indeed appended to your sent email, then they must have been sent to Canon.

However, if you can open the attachments to the email you sent Canon, then I would suggest you ring Canon, they must have provided a contact number, to find out exactly what the problem is and what you can do to resolve it. You may also be able to ascertain that if they are having difficulties reading your email attachments, will they accept hard copy via post?

Posted on 6 Mar 2014 19:48:25 GMT
Zelazowa says:
Hi all..... I've already posted the phone number to contact Canon... e-mail problems?... try that other way that is now almost totally out of fashion and send photocopies recorded delivery with proof of posting... keep photocopies / photos of all documents of course.

Canon consumer product support please contact: 020 7660 0186
Lines open Monday - Friday 9am to 5pm

Posted on 6 Mar 2014 23:54:29 GMT
Mrs Wibble says:
All,

The cashback terms and conditions can be found here: http://www.canon.co.uk/Images/AutumnCashbackTermsV4_tcm14-1080531.pdf

Section 2 is particularly pertinent to this thread. It says claims have to be submitted via the online form, but you can call the Claim Hotline on 0800 044 3251 if you don't have a computer, or don't receive a confirmation of receipt.

Hope this helps.

In reply to an earlier post on 7 Mar 2014 00:03:11 GMT
Mrs Wibble says:
TJ Byford - Sorry to be an annoying pedant, but it is possible that the Canon mail server strips attachments from inbound emails in case they are harmful, so finding intact attachments in the "Sent Items" folder (or equivalent) doesn't actually guarantee they were received. Your Plan B sounds good to me, although I believe the submission deadline passed in November 2013 so I think a lot of people are going to be turned away now unless they have a valid claim receipt, as the OP said he has.

In reply to an earlier post on 7 Mar 2014 09:30:37 GMT
Last edited by the author on 7 Mar 2014 09:31:49 GMT
T.J.Byford says:
Hello, Mrs. Wibble.

I find your comments neither annoying nor pedantic; for the reasons you state, it is of course just possible that Canon's mail server could have stripped the attachments.

A number of respondents to this thread have all offered advice to try to get to the bottom of this for Mr. Webb, but the one thing we are all missing is a true picture of what has actually passed between him, both verbally and email, and Canon. You went to the trouble of providing the link to the Autumn Cash Back Terms, and somewhat tellingly, Canon did offer an alternative to submission online; this is at odds with his earlier comment that Canon won't accept posted documents.

Posted on 7 Mar 2014 19:05:12 GMT
Zelazowa says:
I often find in posts like this that the first poster goes 'missing' leaving respondents discussing the matter between themselves! It's still very useful as there may be many other people in a similar situation to Mr Webb who will also find the helpful posts, well..... helpful!

I've noted also on other forums that where someone posts a complaint about a company, that company will often respond directly within the forum to help put matters right.
Anyone from Canon viewing?

In reply to an earlier post on 7 Mar 2014 19:29:25 GMT
T.J.Byford says:
Hi, Z.

Something started not to ring true with me, all now appears to me not as it seems, and I'm beginning to wonder about it all now.

In reply to an earlier post on 8 Mar 2014 12:49:48 GMT
Mrs Wibble says:
Hi again, TJ Byford. It seems to me that OPs frequently either don't report back when the situation is resolved, or else give up on the problem and go away. ...I think most people have a limit has to how much effort they are going to put in to get a given return.

It always surprises me, however, when I read an Amazon review where someone has bought something that isn't functioning as expected and will simply bin it rather than return it, particularly as this would be free to arrange if they bought it directly from Amazon. I've seen people throw away upwards of £20 on such issues.

Anyway, depending on one's income (and also perhaps one's health), I think the cashback amount will gradually become less attractive when the amount of time spent trying to obtain it is taken into account.

But of course, as you say, it is also possible that it turned out the claim wasn't submitted correctly; it happens.

In reply to an earlier post on 8 Mar 2014 17:04:32 GMT
Zelazowa says:
Hi TJ...

Yes I agree. I think you and Mrs Wibble have posted first class advice and help so I hope that Mr Webb, despite no updates, has found it useful.
The posts are however still very useful to any other buyers out there who may have experienced a similar situation.

Posted on 28 Mar 2014 14:03:24 GMT
Kimon says:
Though I can't offer much help at this point, I just thought I'd report the opposite side of the coin for fairness.

I also got the SX50HS from Amazon during Canon's autumn cashback promotion. I submitted the application and proof of purchase online/email and received my cashback cheque within a month, without problems.

In reply to an earlier post on 30 Mar 2014 21:49:54 BDT
Hello Kimon, I`m glad that the cashbak process went well for you and hope that. you are enjoying your camera. When the process works its fine. The problem for me has been a total unwillingness to investigate with any kind of consideration what might have gone wrong or to accept that I had submitted my documentation in good faith. You don`t pursue a company with the persistence that I have for a measlly £48 if you are simply making everything up. My wife has a three year warranty on the camera so that if it does go wrong we are covered. Regards, John Webb,

Posted on 29 Aug 2014 15:46:19 BDT
The walker says:
It is nice to know I am not the only one having problems with Canon and there cash back.
I have sent my claim in now three times, twice by email and once by post, when I phone and ask if they have received anything from me, the reply is nothing, we will send you another form.
You feel you are just getting the run around.
The 6d is a smashing camera, but the cash back is not working.
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