Exchanges with eGlobalCentral (UK)

These are the exchanges I've had with eGlobalCentral. I've obscured the RMA reference as that forms part of the logon credentials on their website.

Created ID Message By Subject Message Reply Status
2016-03-30 17:55 1000 Customer RMA Case (900XXXXX) Thank you for submitting the case.

We are currently reviewing your case and we shall be in contact with you once we have the initial outcome for your case.

In the meantime, should you have any further enquiries, please feel free to contact us.
-
2016-03-30 18:52 1001 Customer RMA Case 900XXXXX Re: Camera does not switch on.
Battery is fully charged. (Checked, also have spare battery which is fully charged and that made no difference).
Used the camera for 45 minutes. Put it down for 5 minutes. Picked it up, switched it on, reviewed some of the pictures taken. Put camera down again. Picked it up 30 minutes later. Would not switch on. Tried substitute battery - would not switch on. Took battery out for 24 hours, reinserted - would not switch on.
2016-03-31 12:211002rachel.k RMA Case 900XXXXX Thank you for submitting the case.

Could you please provide a video (you may upload and provide us the link, eg. youtube) of the fault to show the issue for our checking?

Please be noted that we will not cover warranty if there are damage / water damage on the item.

Thanks for your help and we look forward to hearing from you.
replied
2016-03-31 17:36 1003 Customer RE:RMA Case 900XXXXX Requested video uploaded to: https://youtu.be/-9iZNFb5dyU

To start with it shows the USB lead being connected to a Kindle reader to show that the charger is working and supplying power. The lead is then plugged into the AW130. The 'charging' light on the AW130 does not come on. Next I press the power button. The green light in the power button does not come on neither does anything appear on the screen of the camera. I repeat this with an identical result. Note: the 'charging' light is still off.
Basically the camera is "dead".
2016-04-01 16:20 1004 rachel.k RE:RMA Case 900XXXXX Thank you for your message.

With regard to your query, should you wish to return the item for inspection/repair under 12 months warranty claim, please send your product with below content to our service center.

Package content:
- Copy of your Original Invoice
- Original package including all standard accessories
- Camera body /mobile phone / tablet – Battery
- Remarks on what accessories has not being included in the returning parcel
- Other accessories

IMX - DGSRMA
TYPHOON BUSINESS CENTRE
OAKCROFT ROAD
CHESSINGTON
SURREY
KT9 1RH
UK
Ticket number# 900XXXXX

Please kindly noted that it have an inspection fee, repair fee and the return shipping fee will chargeable if it is not due to factory defect / damage we found after inspection.

Please make sure to send your product in a protective package to avoid any damages. We advise you to contact the courier/Post Office for upgrade your postage if you wish to add extra-protection and/or insurance to your parcel. Any lost or damage to your returned product will not be liable to us.

Once you have shipped your item, we would suggest you provide the status and tracking details (if any) to speed up the returning process.

In the meantime, should you have any further enquiries, please feel free to contact us.
replied
2016-04-01 22:56 1005 Customer E:RMA Case 900XXXXX Camera packed up and posted midday today to Chessington.
2016-04-05 16:34 1006 rachel.k RE:RMA Case 900XXXXX Thank you for your update, we will update you once your return Received item, thanks.    del wait
2016-04-11 15:17 1007 paul.n RMA Case (900XXXXX) Greetings from eGlobaL Central(UK).

We would like to confirm that we have received the return shipment with AWB# KP495977660GB
.
Your returned item is currently being inspected and we shall update you once we have the result via this ticket.

In the meantime, should you have any further enquiries, please feel free to contact us.
-
2016-04-11 18:12 1008 Customer RMA Case 900XXXXX I was going to email you on this topic today for an update. According to the tracking information you received this in Chessington on 4th April @10:33 - a week ago.
2016-04-12 16:05 1009 rachel.k RMA Case 900XXXXX Please be advised our technician has completed the inspection. According to inspection report, there is water damage on the item, for such damage, it will not be covered under warranty as it is due to improper handling during usage.

Please find below photos for your reference.
http://download.dropshipgs.com/ShippingDocument/Image/20160412160426_1.JPG
http://download.dropshipgs.com/ShippingDocument/Image/20160412160428_2.JPG
http://download.dropshipgs.com/ShippingDocument/Image/20160412160429_3.JPG
http://download.dropshipgs.com/ShippingDocument/Image/20160412160430_4.JPG
http://download.dropshipgs.com/ShippingDocument/Image/20160412160431_5.JPG

Sorry be noted that the repair fee is almost the same or higher than the new product, therefore, we will not suggest to get repair on the item .

Please be noted that there are the return shipping fee @GBP 25 as it is not cover warranty item, so that we will not cover the postage.

Please confirm and provide your return address for arrangement.
-
2016-04-12 17:02 1010 Customer RMA Case 900XXXXX I am extremely unhappy with this response. This camera is warranted to be waterproof to 30M so the warranty cannot necessarily be invalidated by water damage. There are two ways in which the camera can suffer water damage. (1) Improper use by the user. Fundamentally this is through the user not checking/properly cleaning the cover that seals the battery/SD card compartment. (2) A manufacturing defect that allows water ingress elsewhere on the camera body around the screen, controls etc. In my experience (1) always results in the camera being completely flooded.

In this case I used the camera on a 40 minute dive to about 20M. The camera worked perfectly on the dive - as it had in the previous 10 days of diving. Back on the boat I was able to review the pictures that had been taken. When I picked the camera up about 30 minutes later it would not switch on. When I opened the hatch on the side of the camera there was no sign of any water ingress at this point. The battery and SD card were bone dry - as they had been at after all the previous dives. I do not know why the camera failed - whether there was water seepage elsewhere, but it was not due to any water ingress around the cover which would have been my fault (assuming the seal was not defective in some way)

From the photographs I can see from the corrosion that there has been water damage. The question is was it due to a manufacturing defect or misuse by me? As I say above I would expect misuse to result in a total flood. (The last time I suffered such an event was ten years ago). Can your technician determine where the water seeped in? Do the areas shown in the photograph of the metal screen align with some of the controls on the back of the camera? To me that looks like a more likely explanation.
2016-04-13 16:26 1011 rachel.k RMA Case 900XXXXX In fact, we found water damaged on the item as shown.

Sorry be noted that the repair fee is almost the same or higher than the new product, therefore, we will not suggest to get repair on the item .

Please be noted that there are the return shipping fee @GBP 25 as it is not cover warranty item, so that we will not cover the postage.

Please confirm and provide your return address for arrangement.
replied
2016-04-13 18:42 1012 Customer RE:RMA Case 900XXXXX You have not responded to the point I made in my last reply. A feature of the AW130 is that it is advertised as being waterproof to a depth of 30M and Nikon expect it to be used underwater so you cannot say there can be no replacement if any water damage is found. Water damage to the camera can be a result of misuse (eg trapping dirt/hairs etc in the waterproof cover) or by a manufacturing defect.

It appears to me that from the pictures supplied by your technician water has seeped in around some of the controls on the rear of the camera. If this is the case then the camera has not lived up to its specification and should be replaced under warranty. Do you accept this?
2016-04-14 18:00 1013 rachel.k RE:RMA Case 900XXXXX We have clearly mentioned on our website:

http://www.eglobalcentral.co.uk/warranty-policy-en.html

Special Note for Waterproof Cameras/ Casings / Bags
Damages due to impact, exceeding recommended depths, etc. would void the warranty. Please be advised that the warranty offered is strictly for the purchased item only. eGlobal Central will not be held liable for any defects or damage on any other item(s) used in conjunction with this product.
-
2016-04-14 18:41 1014 Customer RMA Case 900XXXXX Up to now you have said "We do not cover water damage". The link you have now pointed me at says otherwise for waterproof cameras. This waterproof camera has not been damaged by impact. It has not exceeded the maximum depth. (Most dives were 20M or less and around 45 minutes. Two dives were to 24M. The limit for the camera is 30M). I never found any water at all in the battery/SD card compartment where the leak would have been if I had failed to close the cover properly. Your technician should be able to confirm that this area and the battery show no signs of water damage. The photographs taken by your technician I believe show that there may have been water seepage around the controls on the rear of the camera. If this is the case the camera should be replaced under warranty as the failure is due to a manufacturing defect.
2016-04-15 16:59 1015 rachel.k RMA Case 900XXXXX Please note that all our products are imported goods and will not come with manufacturer's warranty but instead we will cover the warranty through our own company.

According to our warranty policy, we found water damage and we will not cover warranty on this item.

You may consider confirm the payment and provide your return address if you need the damage item back.
-