Not so impressed with Olympus

After the superb customer service job they did for me a few months ago, Olympus have decided to make up by being a bit crap. Following are the details of the problem and the email I’ve just sent to them. You’ll get the gist.

1) Back in March I was in Australia and used the camera in a swimming pool, maximum depth 2.3m and with the best above ground pool heater for the perfect temperature all the time. Upon opening it to charge the battery afterwards, I noticed a very small amount of water inside. The camera then refused to believe that the card/battery compartment was closed. I left it somewhere warm with all the “hatches” open and this resolved the issue.

2) See below – just after getting to Belgium the backlight failed.

3) While on the Gili Islands, I was using the camera while snorkelling – maxiumum depth around 2m. While down I did notice a stead stream of bubbles coming from the screw to the left of the power/shutter realease (as you look at it from behind). When I returned to the hotel, I had the same problem as in “1”. When it fixed itself overnight, the backlight was working again!

4) However… I assume due to seawater rather than freshwater having leaked in, I now have to use a knife or similar to release the catch holding the battery in place. It’s simply impossible to move it using my finger.

So at present I have issues removing the battery, a definite leak (I think around one of the screws) and the possibility that the backlight will suddenly go out again.

And my response when the unit came back “Returned Without Repair”:

Hi,

I received my camera back today. I called the helpline on Thursday to chase, and found that it had been received, checked out and returned very quickly with which I was very pleased. I was also told that it had been logged as “repaired” which was fine.

However.

Having opened the package returned to me I find that the camera has *NOT* been repaired and that the returns slip included simply states “Return without repair – Beyond economical repair – Liquid”.

Well, dur. The liquid damage is due to the camera leaking which is certainly not my fault. It’s a design flaw and not the result of any misuse or mishandling on my part. Therefore it falls within the manufacturer’s warranty to repair or replace the unit. This you did with no problems (in fact you went above with which I was very impressed) the last time.

So I’ve forked out to ship the unit to you, waited two weeks (partially, I agree due to the ridiculous postal situation right now) and now have the same damaged unit back in hand just in time for me not to be able to use it. Again.

Would someone kindly explain to me why the camera was not repaired or replaced? It is, as far as I’m aware, under warranty. It’s less than a year old and comes with a 2-year warranty. It was a replacement for another unit which failed underwater so I’m already starting do doubt the waterproof quality of the cameras. However, I do take a lot of photos and need a camera. I’m not prepared to pay up for another - certainly not another Olympus to fit into the expensive housing I own – when the one I have should be repaired/replaced by yourselves.

I hope this is just come cockup at your repair plant.

I await a swift response and hope it’s not “ring the support line” as they are only open when I am at college and you have only provided an 0800 number which I cannot ring from my mobile.

Thanks (etc)

I seriously do hope it’s a cockup at their end, as I was singing their praises after the way they resolved everything last time. However, I’ve also been reading a bit online about the cameras not being as waterproof as advertised – something I have now twice found to be the case.