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Customer Review

51 of 82 people found the following review helpful
1.0 out of 5 stars Illegal imports apparently say Canon UK, 10 July 2013
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This review is from: Canon EOS 100D Digital SLR Camera Body Only - (18MP, CMOS Sensor) 3 inch LCD (Camera)
Should have got a chinese one off ebay for less -

Bought under the Canon cashback offer advertised all over Amazon to ensure proper warrenty and cashback - tried to claim to be told by 'Canon UK' in an email or whoever actually runs their regular cashback scheme that the camera Amazon UK (based on the serial number) sold me is a grey market import and illegal and not supposed to be sold in europe - they will not honour the cashback and i believe it makes the warranty invalid. taken up with amazon and asked canon for an explanation

cashback@claim-lookup (cashback@claim-lookup.com)Add to contacts09/07/2013 To: Nathan
From: cashback@claim-lookup (cashback@claim-lookup.com)
Sent: 09 July 2013 06:23:25
To: Nathan

Dear Nathan,

Thank you for contacting Canon,

We are very sorry to inform you that, although the camera is a genuine Canon camera, it was put on the market outside of Europe and was not intended for the European market. Such products are known as "parallel goods" or "grey market" goods and their sale in the UK is unlawful. Therefore, we are very sorry to say that we cannot accept a claim in respect of this product.

Thank you for your understanding.

Should you have any queries, please don't hesitate to contact our customer service team at: cashback@claim-lookup.com

Kind regards,

Canon UK

Outside of that its a great camera - as for Canon UK bascially try anything to get out of the cashback promotion - also will not payback for a printer as it was shipped via the marketplace while a clause in the small print says marketplace isn't included in the cashback deal - feels like a marketing con as the actually seller for items like this on amazon changes minute by minute
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Showing 1-10 of 25 posts in this discussion
Initial post: 11 Jul 2013 13:20:47 BDT
C. Hobson says:
The Canon cashback deal is great. If you bought the Camera Through Amazon (and not another Amazon seller), you should have got the cashback. Amazon is down as an official seller, I find it hard to believe they are selling grey market goods, if so they are doing so wrongfully and needs to be checked.

Posted on 11 Jul 2013 16:49:08 BDT
Red Feather says:
Hi Nathan,

Did you actually buy from Amazon UK or a re-seller on Amazon Market Place ? Like the other reviewer I find it hard that Amazon UK would make such a mistake as all their goods are supposed to be UK/Europe stock. Your order will say clearly who you purchased from i.e. xxx - Dispatched from and sold by Amazon. Gift-wrap available - xxx

Please could you clarify for the rest of us who have and are ordering this camera as it would save a lot of hassle in returning it to them etc.

Many Thanks

In reply to an earlier post on 11 Jul 2013 19:45:46 BDT
Nathan says:
Yes was definately from proper Amazon UK, I was very careful because of the warranty etc. - Have raised with Amazon and their technical team are investigating whatever that means!

In reply to an earlier post on 11 Jul 2013 19:47:27 BDT
Nathan says:
exactly what I said to Canon in reply to the email I posted in my review - they have gone quiet since then - it is based on the serial number apparently

In reply to an earlier post on 12 Jul 2013 11:31:15 BDT
Nathan says:
I find it hard to believe too but have received another email from canon (they come at 7am each day so obviously not actually in the UK)explaining computer says no and the grey market and why they won't honour it even though I said very directly 'are you really sure you're accusing Amazon UK of selling grey market" basically neither are taking responsibility and I'm left £90 cashback down, a probably ASA complaint and paying over the odds for a 'UK' warranty camera - its all a load of rubbish, Nikon for me

In reply to an earlier post on 21 Jul 2013 17:16:12 BDT
Only Me says:
Thank you Nathan and do keep us updated. I asked Amazon via online chat about this and whether I would get cashback if I bought from them. They stated that they only sell official products and actually changed their tone to being a bit off when I pointed out your experience. By the way if you did buy from Amazon and not a third party, why not just send it back? Canon should know that potential buyers are being put off by your experience and if nothing else make a goodwill gesture.

Posted on 28 Jul 2013 16:21:59 BDT
mmca says:
Interesting that Canon state that their "sale in the UK is unlawful" as that is untrue. They may not like grey imports but as long as duty and tax was paid on the imported product then it is legal.
The reason for the cashbacks are to try to reduce the difference between the UK sale price and grey imports - from Hong Kong for example. the cashback narrows the price savings to an amount that consumers find as not worth the hassle. There is also the hope that some people forget to register for the cashback.

Since you bought from Amazon (and not a reseller) then write a letter to both Amazon and the Canon cashback scheme giving them 28 days to rectify or else you will bring them both to the small claims court. Copy the letters to their legal depts. That will help concentrate the mind for them.

In reply to an earlier post on 29 Jul 2013 14:14:16 BDT
Last edited by the author on 29 Jul 2013 14:17:50 BDT
Nathan says:
To actually get this sorted i requested a refund to a CS manager which brought things to a head.

So the outcome so far is Amazon have agreed to pay the Cashback, as for Canon I've given up on them and 'computer says no' attitude. So credit to Amazon for paying-up despite insisting it is UK stock so i'll go to them if ever have an issue. Guessing the drop off in sales for a key product has influenced Amazon, Canon appear rather naive not to realise the importance of Amazon feedback on potential customers.

Ultimately isn't clear where it's come from and Canon's approach is poor.

Camera itself is great, using with both a 40mmSTM prime and a 18-135STM exceptional images and easy to work with but obviously the small lighter camera isn't really helped by sticking a massive zoom on it!

Thanks for supportive comments

In reply to an earlier post on 31 Jul 2013 12:18:21 BDT
Sarah says:
Dear Nathan
Canon has been trying to contact you on the telephone but without success, your Camera cash-back was validated and is being processed by Canon, the query was for your Printer purchase through a market place seller, purchases from market-place sellers are clearly excluded from the promotion. In one of the emails exchanged with Canon a typing error was made which referred to the Camera, I apologise for this but when it was realised the department made several attempts to contact you by telephone to explain but I believe you should now have received an email explaining the mistake.

In reply to an earlier post on 31 Jul 2013 20:16:32 BDT
Last edited by the author on 31 Jul 2013 22:01:24 BDT
Nathan says:
Your email is inaccurate and a corporate public PR exercise: arguing with your consumer and it's good IAB practice to declare you work for a company if you post online? 'Canon has been trying to contact you' really, is there a real person behind any of this 'Sarah' do you always speak in the 3rd person?

This is the first time i have actually got a personal response and oddly it is on here rather than privately when someone, probably senior, at canon has returned from holiday and actually realised this is on Amazon and also wondering why the Amazon electronics and camera buyer has been on the phone wanting to know what you are actually supplying a strategic retail customer.

if you have been calling have you thought of using voicemail at all, or maybe a personal written non-standard legal department approved email from a real person not a filtered address? do you work for canon or their PR agency? only to do anything once a negative review is posted

Amazon to their credit very quickly stepped in to resolve with me their customer and i happily give them a positive review and their credibility is restored: as for canon life is too short and this is not a forum for your arguing so i'll leave it as I have to work to earn the money to buy your cameras

The product is great as i've always said but the service and experience that surrounds from Canon has been very disappointing - a technology business with a corperate PR department is not a customer centric organisation - your PR team would advise you not to argue with customers on public forums it just looks poor, as for any cashback from you from anything, i'll believe it if i ever see it, my introduction to DSLR from Canon has been far from positive hence my 1 star review remains and the printer used £45 of CMY ink on 115 A4 text pages so also gets 1 star - you can call me any time you like but hey leave a message
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