Appalling service and unclear policies and procedures.

I purchased a Canon EOS 4000D at Cash Crusaders Westgate Mall, on the 31st of May 2025.

At the time of the purchase the camera was working as it should, up until the 4th of October 2025. I then returned to the store on the 6th of October 2025 to advise that the camera stopped functioning after I returned from the Bragging Rights Show at Killarney, of which I was part of the media team. I'm a professional photographer and videographer, I've been part of Cape Town's major car seen show's for a few year's.

I also make a living specializing in Wedding, Matric*****, family photoshoots and many shows and productions. This is how I make a living.

I digress, upon my return to the store, my family and I waited 45 minutes to be assisted by one of the 3 Manager's that run the store, prior to this incident, I've also experience not being assisted by one of the managers of the store where I overheard them saying, here's this man again. I've always had a friend disposition with everyone in the store.

After waiting 45 minutes in the store, one of the Managers eventually decided to come and assist, I explained to the manager that the Camera has been working fine, and has no physical damage, which was proven. The issue was with the lens not communicating with the Camera.

The manager then clipped another lens on the camera and said that there is a fault on the lens, he then stated that unfortunately the lens is not under the warranty, I then advised him that how is it that the lens is not under warranty and I purchased the entire camera in store and also, the store or franchise sells lenses, how is it possible that the bridge is under warranty and not the lens?

He then advised that it isn't under warranty, but he'll see what he could do, to find another lens. I then left the store and returned the Thursday of that week, where I discovered at home that if the lens is off it's set position, it works, however the auto function doesn't work.

I then returned to the store to advise Ismail, at Westgate mall branch in Mitchells plain. To which he advised that he couldn't understand why it's doing that, I then advised him, that it's the stores responsibility to have it fixed or replaced, I then advised him that on my slip it was written that the camera which it didn't stipulate that the lens is not part of the warranty and neither is it mentioned in your policy clause that a lens is not under warranty. I'm appalled at the level of communication and your policy that is not clear at all, I wasn't advised in store on the day of the purchase that the lens is not under warranty.

I stated that he would call me back if he found a lens, of which he didn't, also I called to confirm and I was advised not by a manager but by an employee that the onus is on me to find a new lens.

I don't think it's fair on my part, because my entire camera is under warranty, I can't continue my business because my lens is damaged, not my fault, the device could have been faulty from the get go without my knowledge. I was in the store a few months after that and there was a faulty camera that I advised one of the employees of, and they didn't even know.

It's your responsibility to repair damage that was not caused by me, also, it's not fair at all that I had to wait a second time in the store before I was assisted again. The attitude at the store from some managers is not what a customer should go through.

My camera lens or camera has to be repaired, this is not fair towards me. Your policy should be updated and clear. I'm still within my warranty period, this is just sickening to have to go through this. I sent customer service a similar message and never got a response.

This is truly appalling service. I'm willing to take this further if I have to.

My social media platforms are

Ken Wolf Motoring Ken Wolf Media Shift Perspective Media

I expect an answer before my warranty falls away.