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Bought a CCTV system in November 2019, 4 PoE cameras plus the HDD etc. One camera stopped working last month. Much communication back and forth directly with the manufacturer's tech support has identified the camera as faulty and eliminated all other causes (cable, ports etc).
Original advert clear states a 2-year warranty (as does the same product still for sale from same retailer today).
Their own warranty policy on their own website quotes a 2-year limited warranty, with no specifics on what the limits are.
So well within the 2-years from new.
They're refusing to replace under warranty and only offering a discount on a replacement, saying "I am sorry that you have had problems using the product within 2 years, we will provide you with technical guidance and ware willing to give you a discount on your new order. But if you want to replace it for free, our warranty period is 1 year."
That can't be legally correct, can it? To just not honour the warranty they state at time of purchase?
Replacement camera will set us back £90 so not insignificant, but it's the principle of it that's boiling my wee.
STW advice on what to do next, excluding sausages/hammers/Bombers/dogs/etc?
Had a quick look and agree, their T&Cs are clear. They even say you are responsible for shipping costs in the second year of the warranty period which, whilst in itself is annoying, is proof that there is definitely a second year of the warranty period.
Anyway, send the item back to them together with the RMA form they prescribe and include a printed copy of their T&Cs with the relevant provisions highlighted. Send it tracked, obvs.
Is Smart Home Brand Store an "Authorised Reseller"? You might be best to chase Amazon for this if that is how you purchased.
Is Smart Home Brand Store an “Authorised Reseller”? You might be best to chase Amazon for this if that is how you purchased.
I believe so, they're linked to the Annke Store on Amazon. Annke cust service themselves sent me a link to an item that reseller on Amazon when they suggested I buy the replacement camera myself. They don't have a store/website in the UK outwith Amazon.
I'm taking up their offer of a discounted replacement camera in the meantime, but made it clear I don't accept what they're saying. It's my most important/useful camera location that's down and keen to have it working again ASAP (and I'm too lazy to climb a ladder to swap it out with one of my other working cameras). Not letting it drop with them.
Can you swap out the camera for a working one and then carry on the discussion? That does sound wrong that a 2 year warranty doesn't cover a replacement device when the original is confirmed faulty.
(I see you have discounted swapping it, but if you accept the discounted price to buy a new one are you effectively accepting there is no warranty so no comeback as you have bought a new one? Actually check with them to be sure the new one you are buying has the full 2 year warranty and it isn't going to run out when the original one would - if it does, then you shouldn't be paying for it)
Chase Amazon. They are responsive, and Annke may well be more interested in not falling foul of them than they appear to be in falling foul of you. You might get a proportionate or even full refund. Doesn't change the point of principle though and I agree Annke are at it.
Why don't you speak to your credit card provider about this issue? You are protected within th ewarranty period when the retailer is not playing fair.
If you speak directly to the manufacturer, you are no longer protected, so be carefull.
https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/
Thanks for the advice and tips folks.
Thought about it while out on a ride this morning and I'm not taking up their offer of a discounted replacement camera after all (noting TwoTrees' point about effectively accepting via that action), especially as they then advised I'd have to pay full price then apply for the partial refund afterwards - it all stinks of shite.
I'll pursue them one final time and advise them I'll take it up with Amazon and then my C/C company if they're not willing to homour their warranty.
Really pee'd me off! The cameras/system itself had been great so far, really excellent picture quality and literally plug n play.
It sounds as if they're a bunch of shysters chancing their arm by using the name "Annke" in the hope people will confuse them with the genuine Anker brand. Failing that just buy a replacement from their Amazon store and then return it as faulty.