Autofocus failed, alleged impact damage!

eal1

Senior Member
After only four months, the autofocus failed on my 610. I brought it to Nikon and the technician receiving the camera inspected it and told me it would be covered under warrantee. He entered my personal information, gave me the receipt, and told me he would fill out the remaining information. . . but he assured me it would be repaired under warrantee. Today i received an email claiming "impact damage" caused the problem. When i gave Nikon the camera, it had never fallen, hit anything, nor did it have any damage. IT was cosmetically new. Now i am told it was impact that caused the damage. I protested by calling Nikon and await the technician's response. I am furious, and should it be that Nikon fails to repair under warrantee, i will likely sell all my equipment. I will not continue with a company whose warrantee is worthless. If they stand by their warrantee, i will remain a Nikon user. I will let you know what happens. Has anyone had such experiences with Nikon? Any suggestions how i should proceed to protest should Nikon try to charge me about $350 for repairing my 610?
 

Horoscope Fish

Senior Member
After only four months, the autofocus failed on my 610. I brought it to Nikon and the technician receiving the camera inspected it and told me it would be covered under warrantee. He entered my personal information, gave me the receipt, and told me he would fill out the remaining information. . . but he assured me it would be repaired under warrantee. Today i received an email claiming "impact damage" caused the problem. When i gave Nikon the camera, it had never fallen, hit anything, nor did it have any damage. IT was cosmetically new. Now i am told it was impact that caused the damage. I protested by calling Nikon and await the technician's response. I am furious, and should it be that Nikon fails to repair under warrantee, i will likely sell all my equipment. I will not continue with a company whose warrantee is worthless. If they stand by their warrantee, i will remain a Nikon user. I will let you know what happens. Has anyone had such experiences with Nikon? Any suggestions how i should proceed to protest should Nikon try to charge me about $350 for repairing my 610?
I don't blame you for being furious. I would be too.

My advice is this: Be polite, but firm and do not give up easily. First and foremost I would absolutely want to talk to a manager/supervisor. I would want to know how they determined there was "impact damage" if there is no exterior damage to the camera body, such as scrapes or dents. Again, be polite. Don't raise your voice or use foul language but politely insist these repairs be performed under warranty.

Good luck!

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BackdoorArts

Senior Member
Know this, the guy who is saying this is the receiving tech. Call Customer Service, and as was said be firm and persistent, but don't start off angry. I've dealt with Nikon CS in the states numerous times with the D600 issues and was always dealt with fairly and professionally to my ultimate satisfaction. If you're getting nowhere with the person you're speaking with, ask to speak to their supervisor (agree to a call back ... they will call you back in my experience). If you get nowhere with them, call corporate.

In each case, remind them that you brought it directly to Nikon, spoke with a receiving technician who inspected it in front of you, and at no point were you ever even asked if it was dropped or damaged somehow. Remind them you were assured it would be a fully covered warranty, and if any damage is evident now it obviously was not there when you dropped it off or it would have been noted.
 

hrphotography

Senior Member
i agree with both above.
be persistent, do not give up!
i never had a good experience with Nikon CS and i had to take the matter to VP level. even after that it wasn't easy, but persistence is the key! If its not your fault, you should not pay, even if its $20!
 

Geoffc

Senior Member
I would also say that as it hadn't suffered impact damage when you handed it over they now owe you a new camera as it must have happened whilst in their care. They have inadvertently admitted as much.


Sent from my iPad using Tapatalk HD
 

Rick M

Senior Member
As stated, maintain polite persistence. Almost all companies in the US now maintain a front layer of first deniers. Their job is to just say no. It's everywhere now, but you can win. In the past month I defeated the cable company and sirius satellite radio. They like to raise our rates every 6 months and I have to remind them that I do not need them. Stand your ground!
 

eal1

Senior Member
This morning i called Nikon, spoke to the front line person who kept denying my request for free service so i asked for and got to the supervisor of the repair division. We spoke for twenty minutes and, while denying my request AT FIRST, he listened and i built my case for free service using logic and never lost my temper. I treated him respectfully and he did the same to me. At the end, he comped me the full cost of repair. I am satisfied with this result. The supervisor was very reasonable, professional, courteous and, significantly, was open to a rational discussion and decision. I was ready to sell all my Nikon equipment had Nikon charged me for the repair. Now, i await the free repair and the use of the 610. thanks for all the advice and encouragement.
 

Horoscope Fish

Senior Member
This morning i called Nikon, spoke to the front line person who kept denying my request for free service so i asked for and got to the supervisor of the repair division. We spoke for twenty minutes and, while denying my request AT FIRST, he listened and i built my case for free service using logic and never lost my temper. I treated him respectfully and he did the same to me. At the end, he comped me the full cost of repair. I am satisfied with this result. The supervisor was very reasonable, professional, courteous and, significantly, was open to a rational discussion and decision. I was ready to sell all my Nikon equipment had Nikon charged me for the repair. Now, i await the free repair and the use of the 610. thanks for all the advice and encouragement.
I'm saddened, though not surprised, it took as much as it did to get the repair work it sounds like you were due from the start. Still, it worked out in the end and I guess that's what matters.

I have to say, though, as a consumer who is considering making a move to full frame in the not too distant future, Nikon keeps chipping away at their chances to get my money... I can't help but form the opinion Nikon feels they can sit back and survive on their reputation, all the while screwing their customer-base in a thousand small, and not so small, ways after the sale. Stories like yours sorta get a fellow thinking...

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skene

Senior Member
I can't help but form the opinion Nikon feels they can sit back and survive on their reputation, all the while screwing their customer-base in a thousand small, and not so small, ways after the sale. Stories like yours sorta get a fellow thinking...

....

Don't fall too much into that thought. It's never in a company's interest to give anything away for free. Doesn't matter if it's Nikon, Canon, Ford, GM or anyone else for that matter. If they are able to squeeze anything from you, they will try their best to. You always need to stand firm when it's your turn that they try and squeeze blood out of a rock.
 

eal1

Senior Member
I don't know how to evaluate Nikon service on the macro-level, global scale. All i know is that i will get back my camera and it will be fixed. I am thrilled with the pictures i get from the 610, though the autofocus is its weak spot. I have heard from some people i respect that canon service has improved and is more, um, supportive. However, switching is very expensive and i have always had Nikons. Both companies make great cameras. Both companies have had their issues. I will stay with Nikon for now, using my Nikon when it is returned to me. I just don't want to use my very much self-valued personal time fighting with companies. Fortunately, the supervisor came through for me. I hope the other technicians come through for everyone else, without the need to protest!
 
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