Downtown Camera

Contact Name and Title: ***, Asst. mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@downtowncamera.com
The camera (Used ***) was purchased from our store on Jan. 29, 2019. On Jan 30th, client brought it back with an issue of a dial falling off (ASA-dial). We sent the camera to our service technician where work was done our under our store warranty which included shipping to and from the repair facility.
As a courtesy, the camera was also checked for any other issues and cleaned by the repair facility. We would explain during this process, the camera would be handled by 2 staff employees, 1 prior to sending in the camera and 1 after the repair in addition to the technician. As shutter curtain is critical for camera operation, this is always checked and there were no issues noted by either employees or the independent service technician. Camera was picked up on Feb. 15th.
On March 1st, client returned to store noting shutter needed to be repaired. When inspected by our employee, who was the same person who reviewed camera for the repair two weeks ago; he noted damage stemmed from exterior force and deemed it would not be a considered mechanical defect. Client agreed to pay for shipping to the repair facility to see how much it would cost to repair.
We have since received verbal report from our repair technician on March 13th. He has confirmed this is not considered a mechanical defect but some exterior force was used to push the shutter curtain causing misalignment. Furthermore, the damage is so severe it does not make economical sense to repair it.
In the meanwhile, having received this complaint, we have reviewed our language on our website for Used Camera and we confirm it states "The warranty is 60 days from date of purchase and covers any mechanical problems the products may have." The intent of this statement is for mechanical defects not exterior force and/or user damage. We would akin this statement to a vehicle is covered for mechanical problems but not if it was involved in a vehicle accident caused by human factors. This statement has been used by us for many years and understood by many as same but as client has stated it "does not specify as to how the mechanical problem occurred and only that it covers them". We recognize the possible ambiguity and we would respond to clients desired resolutions as follows;
-With respect to having the warranty reinstated - this was an internal message when setting up work order. This is our internal method of asking the repair facility to give us a quote instead of immediate repair under warranty. The warranty was never cancelled with the client.
-With respect to honoring the warranty - We have honored the warranty for the Jan. 30th repair but for the March 1st repair, we have supporting statement from the independent repair technician the camera cannot be repaired and as such, we cannot provide warranty on un-repairable item.
-Consequently, we will provide full refund of the value of the camera and the shipping. Please contact the undersign for refund with the same method as paid. Thank you, ***, XXX-XXX-XXXX or ***@downtowncamera.com