Osegi
Business·1 min read

Canon camera lost in a DHL Packstation, customer accused of forgery

A camera sent for warranty repair via a DHL Packstation vanished. The customer had DHL's drop-off receipt, yet Canon treats him as a forger.

A DHL Packstation parcel locker with a camera box and a printed drop-off receipt in front of it.
Image: c't Magazin
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A camera goes missing on its way to a warranty repair, the customer holds the receipt DHL issued for it, and still ends up being treated as a forger. That is the case behind the Canon camera lost in a Packstation story.

The customer sent his camera to Canon for a repair covered by warranty, using a DHL Packstation, the yellow parcel locker where you can drop off packages yourself. The camera never made it. DHL had sent him the drop-off receipt, the document that shows a parcel was handed in.

Canon, according to the report, does not accept that and treats the customer as someone who has forged the paperwork. So the person who lost the camera is the one under suspicion.

What can you do if a parcel vanishes on the way to a repair?

The material available to us does not go into detail here, so we leave out legal advice we cannot back up. What the case does show is why the drop-off receipt matters: it is the one piece of proof you hold once a parcel is out of your hands. Keeping it, and the packaging details, is the obvious lesson.

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Tags:canondhlpackstationwarranty repairconsumer rights

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