Scenario 1 - This is where the battery tray is broken, or has missing parts (i.e. metal contacts) and we stock the spare part. It is not common.
Firstly, confirm the model of camera that it relates to. This may be possible by looking at their order history. Otherwise, confirm with the customer.
Confirm if this is a spare part we stock by checking on the warehouse system. If the customer has said they have broken it, or it is out of warranty, it will also be a chargeable part. If they've not said they've broken it and its in warranty, this should be sent at no cost to the customer.
Confirm the address for the customer and dispatch a spare part.
Scenario 2 - This is where the battery tray is broken, or has missing parts (i.e. metal contacts) and we do not stock the spare part.
Firstly, confirm the model of camera that it relates to. This may be possible by looking at their order history. Otherwise, confirm with the customer.
Check with colleagues to see if we can get hold of the spare part or not. If it is within warranty, and the issue is warranty related, we need to either return the camera to the Llangollen office (7.9) or replace for the customer (10.4, 7.1).
Scenario 3 - This is where the battery tray is broken, or has missing parts (i.e. metal contacts) and we do not stock the spare part and the enquiry is not from a customer.
Firstly, confirm the model of camera that it relates to. If we stock the part, we can send at a charge. If we do not, inform the customer that it is not a part we can source for them.
Scenario 4 - If a customer has purchased a 7E-HP5 or 8E-HP5 and is struggling to close the tray after removing it. This happens quite often with new cameras, and so far we have not had any that are actually faulty and the customer may just be struggling with the force/technique required.
Canned response 10.22
The trays on the HP5 are stiffer then previous models but if you push very firmly on the centre of the tray it should click into place. They have a slight change in the design and the seal on the battery tray and this is why it is a little tougher. It should become easier over time as this is repeated.