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How We Bought a Canon SX130 at Xnet

A story about buying a camera - a saga that stretched over two months. It all began until one day the desire arose to evaluate the video functionality as well. In terms of video quality it was satisfactory, except for an intrusive noise in one (!) of the audio channels.

The aim of this article is not to praise or denigrate any product or retailer, but to reflect on a situation that had to be dealt with and which any buyer might encounter. A story about buying a camera - a saga that stretched over two months.

One winter evening we realised that the old Canon IXUS 800 IS, which had served faithfully for many, many years and travelled through nearly half of Europe, had run its course and the time had come to look for a replacement. We set our sights on the Canon SX130 (shown in the image). One of the functions that seemed important, and which mirror cameras lack - video. Although manufacturers have advanced so far as to offer HD video in cameras, it is clear that a camera cannot serve as a full-fledged video camera. Consequently, one of the criteria (aside from visual appearance, of course) was the ability to record video.

Over the years a picture had formed of Latvian and non-Latvian online shops; an opinion had also developed about what/when/why to buy in Latvia and what to order from nearer or farther abroad. This time we decided to make our contribution to the development of domestic e-commerce and make the purchase from local traders. Weighing all the pros and cons, we chose Xnet (which incidentally is far from the cheapest).

The Purchase

We ordered, and the next day the desired item was waiting at the post office. Surprises began, as the postal clerk had no idea about the existence of such a parcel. Xnet was called and the situation was resolved in a flash. This is how we got acquainted with the manager, Māris, who made a thoroughly positive impression.

We took a few test shots, checking its functionality, zoom, macro and other features, and put it on the shelf. Until one day the desire arose to evaluate the video functionality as well. In terms of video quality it was satisfactory, except for an intrusive noise in one (!) of the audio channels. Trying various modes, the persistent, irregular noise did not diminish. We decided to take it in for warranty service.

First repair. After just under 3 weeks we got it back. Although the service receipt had a note about a microphone replacement, the defect had not disappeared. We contacted Xnet by phone, where we were told that it would be more convenient (and faster) to go directly to the Canon service centre ourselves.

The Service Centre Roundabout

Second repair. We took it to BTS (on Mūkusala Street). After slightly more than a week, the service centre called and explained that this model has such noise and nothing can be done about it, which did not seem very logical given that the other channel had no such noise. When asked what to do, they recommended going to the seller and exchanging it for another. That same evening, new defects were discovered - fresh from the service centre, the flash on the device was not working, the date settings were not being saved, and the sound had disappeared - both the camera's system sound (when taking a photo) and when playing back video. Viewing the video on a computer, the sound was there, although the mechanical noise had not diminished.

Following the service centre's recommendation, we contacted Xnet, explaining the situation regarding the new defects. We agreed on a device replacement. The Xnet employee (the same Māris) recommended (by email) choosing a Panasonic. Third repair. The next day we took the Canon to Xnet, where the employee with his own hands inserted a memory card and different batteries and confirmed that the camera was indeed not working, and promised to be in touch soon.

Great was the surprise, a few days later, to receive a call from Māris, who in quite a sullen tone announced that there was nothing wrong with the device, to come and pick it up, that the batteries were to blame (!), and that in general we ourselves were at fault for everything, and that the instruction manual should be read. The batteries supposedly needed to be some special kind. Looking again at the Canon SX130 description on the Xnet website, I found no special note about batteries, only standard AA. Needless to say, the only instruction manual in the box was in Polish.

Quite uncharacteristic of Xnet's communication style was Māris's announcement that the two repairs were unjustified and a fine of 20 Ls was due for this - which is a blatant lie, given that the warranty cards had no notes indicating an unjustified repair, and an Xnet employee had personally confirmed with his own hands that the device was not working.

The Saga's Conclusion

A few days after Māris's call, another Xnet employee called, apologised for the situation that had arisen, and confirmed that the previous agreement on a device replacement was still in force. And so we came to own a Panasonic TZ20.

The crowning touch was a letter we received a week (!) later (due to Easter holidays postal deliveries were delayed) - a technical condition report which, apparently, Māris had hurriedly written in a fit of anger. Oh well. We put it on the shelf and waited to see what would happen. A text message arrived - come to the post office to collect the Panasonic :)

Reflections

On the Camera. Canon manufactures in China. Although in connection with this saga I have heard opinions that all Chinese goods are equally poor, I will nonetheless allow myself to disagree. In any manufacturing process (and certainly in electronics) deviations from the norm arise, which are classified into tolerance grades. Where the boundary is at which a product is considered defective is determined by the manufacturer, evidently guided by the sales market (RMA and other factors).

Following Xnet's Māris's advice, I carefully studied the Canon website. I found no instruction manual in Latvian, but did find that Latvia's regional sales representative is located in Finland, contrary to what was written on the Canon packaging (target market - Poland) [1].

On Xnet and BTS service. Despite the situation that arose, Xnet retained its reputation in my eyes as a good-service online shop. The reasoning being that an individual employee's own initiative and understanding of customer communication culture does not always align with the company's and its management's position.

BTS service is a different story. The tendency to deny a manufacturer's defect and conceal mistakes made by the service centre itself, making a fool of the customer, is despicable. Unfortunately, such behaviour has become the norm for the company and over many years it does not appear that anything has changed.

This purchase created disappointment with Canon. The low quality of the goods (both the described defect and poor workmanship) and BTS service's attitude reinforced the conviction to give Canon products a wide berth for the foreseeable future.