Review Unsatisfactory and Unacceptable treatment.

We bought a new Canon MB2740 printer on 28 December 2017 from Incredible Connection at Whale Coast Mall in Hermanus - serial number: AELJ********
On the till slip it states that the printer has a one year warranty.
The printer was returned on 17 July 2018 and replaced with a new Canon MB2740 printer - serial number: AELJ********

The replacement printer (serial number: AELJ********) has now also started giving us problems. First it the printing quality was affected, even though we use the proper ink cartridges prescribed for the printer and now the printer does not want to print at all.

We took the printer in to Incredible Connection at Whale Coast Mall in Hermanus on 03 April 2019 to have a look at the reason why the printer does not want to print and if they can maybe see if there was still a piece of paper stuck in the printer. The technician did everything we did at the office to try and fix the problem. We were told that he is not allowed to open the printer and that the printer needs to be send away to be fixed but on our cost because the printer was not under warranty anymore. This came as a shock because we have only been using the replacement printer since July 2018. We were then told that the replacement printer (serial number AELJ********) falls under the warranty of the original printer (serial number AELJ********) that was purchased on 28 December 2017. This fact was never communicated to us when we receipt the replacement printer in July 2018 and is it not that each product has its own warranty. According to Canon’s website they place a one year warranty on all their products.

According to our understanding each product has its own warranty. Meaning that the printer bought (serial number: AELJ********) on 28 December 2017 was warranted until 28 December 2018 but this printer was then replaced on 17 July 2018 with a new printer (serial number: AELJ********). So the replacement printer should in effect be warranted from 17 July 2018 up until 17 July 2019. This indicates that we are still in our one year warranty with the replacement printer and should in affect be assisted by repairing or replacing this printer at no cost.

We still have the till slip of the original purchase of the printer with serial number: AELJ******** and a photo graph of the box that the replacement printer came in.

Our interaction with Incredible Connection at Whale Coast Mall in Hermanus in store regarding our problems with our Canon MB2740 printer - serial number: AELJ******** was unsatisfactory and disrespectful, we feel that more could have been done in store to assist with our problem. Our questions was not answered sufficiently and the technician proceeded to help other customers while we still wanted more assistance and answers. We also noticed that the technician did not look up any records regarding our transaction from the original purchase to receiving the replacement printer even though he needed information regarding the replacement of the original printer.

Our interaction with the manager of Incredible Connection at Whale Coast Mall in Hermanus over the telephone regarding our problems with our Canon MB2740 printer - serial number: AELJ******** was unsatisfactory and unacceptable, our questions was not answered in an appropriate manner.