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3,5
2 recensioni
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They provided excellent service repairing my Pentax Lens. Only had the lens 1 day and they did the job.
This is the 3rd time I've used them and they've been excellent every time.
**Short summary version can be found at bottom of review**
Context: Bought a new Canon R50V which stopped working within a few months of delivery. The store I bought from referred me to AJ Johnstone as the company they use warranty repair and provided me with the details needed and how to ship the camera, no issues there.
Review:
AJ Johnstone (from now on referred to as AJJ) then come into the picture, and this is where the troubles start. Camera was sent 21st Jul 2026, received on 23rd confirmed via signed for delivery. After a week and a half with no updates or contact at all from AJJ, (I only knew they had the camera due to checking the tracking number myself) I reached out to ask if there was any update on my camera, I was NOT expecting it to be fixed or anywhere near ready to be sent back after such a short turnaround - this was purely just to check on progress or if they could inform me of what the issue was as trouble shooting the issue with the official Canon guide and with the store I purchased from had given us no answers.
They confirmed to me that it was a powerboard issue, but nothing more than that, it was only due to the store I had purchased from getting in touch to chase it up from their end that we found out on the 4th August that "They have informed us that one of their technicians is currently away on vacation, which has created a bit of a backlog at their service center".. ok fine, thats fair enough, everyone deserves a holiday, it shouldn't be too long and I'm sure they'll update me once they are back... right? Wrong!
23rd August, still no news or contact from AJJ, I reach out via email to camera store and also CC AJJ into email asking for update. Camera store replies saying they understand and have asked AJJ to mark it as a priority order, but even then, STILL radio silence from AJJ.
Its now the 9th Sept as I'm writing this, still have not received any updates or news about my camera.
I understand repairs can sometimes take time, and sometimes parts need to be ordered in that can cause delay etc, but to have no communication on top of that is just a failing of customer service at the most basic of levels.
TLDR:
AJJ customer service is absolutely woeful, zero contact about repair stages, estimated times, and seemingly either lack the customer service skills to reply to customers about their orders or it is something that is slipped between the cracks with zero effort to fix the issue. Repair time has been nearly 2 months now with ZERO update on condition or at what stage the repair is at from AJJ themselves. Having to go through camera store that sent us to them to get any sort of information and even they are getting the bare minimum response based on the info they are giving back to me.
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