I believe I've finally hit the wall on my D600

[RockyNH_RIP]

Well, on Friday I was promised 24 hour turn around on an answer to my "When is this going to be done?!" question. That's 3 days and 24 hours worth of a business day and no response.

Just saying. Less pleasant phone calls will be made tomorrow.

Jake, you have been more patient than me!! (Though I sense that may end soon..)
Giving a response of 24 hours and NOT meeting that is UNACCEPTABLE and even more so with no contact...

Good luck, let us know what their thoughts are today...

Pat in NH

 

[BackdoorArts]

Called the Service Center 800 number again, which is nothing more than an operator bank that has no ability to contact the service center other than via an email and hope that they respond. I was promised, once again, that the person I was speaking to would try and do this and get back to me by the end of the day.

That ain't gonna work for me.

So, I called the local number for Nikon in Mellville, NY ((631) 547-4200 if anyone wants it). When I pressed the number for service on their menu system it told me to call the 800 number. So I call back and pressed 0 to speak to the operator on site. She directed my call to a real customer support rep (Steve) who, after I explained my story, had the ability to call service directly and research what was going on. He informed me that service said that "they are expecting the parts in this afternoon", which means that "the repair should start either today or tomorrow morning and I should have my camera in 3 to 4 days". I told him that, if this was the case, I would expect to be able to check the repair status online tomorrow evening and expect to see some type of update, and he confirmed that would be the case.

I'm going to take them at their word (again) and see what's what. He had no way of telling me whether or not there had been a real rush on my repair or not, but he assured me that mine was slated to be repaired as soon as the parts came in.

And the saga continues. Tune in tomorrow evening for further developments.

 

[RockyNH_RIP]

Hopefully you have all the "true" info this time. At least this guy seemed to understand, able to get answers and give realistic responses!

Keeping fingers crossed!

Pat in NH

 

[BackdoorArts]

And if I have one major complaint with Nikon it's that their Service number is nothing more than a buffer system between the customer and the service department. All they can do is promise you that they will contact service via email and let you know what's up. If they simply could update their online status checking profile so that there is an expected completion date, and for repairs on parts hold an ETA on part delivery, that would at least give us an idea of how long we're going to be without our equipment. Even if they have to keep updating the ETA we know that they're trying to communicate something to us. Alas service is something they do and not necessarily provide.

 

[Marcel]

I had the same feeling when I had a lens serviced at the Montreal service centre. I had to pester them before they told me the repairs would be too expensive. I had to call back and ask "How expensive, can I get a written estimate?" Then they told me that they would have to send the lens to the Toronto service centre and they would be contacting me. They did, but it was impossible to know for sure where the repairs were at or when I could get the lens back. I think I got the lens back before they sent me a notice saying it was coming back...

This is NOT their strongest field. As a customer, Nikon made me feel like … well, I'm not going to use the word here since I could give myself an infraction and ban myself for a few days.

 

[Rick M]

It's very unfortunate, but good (not even great) customer service is becomming more scarce everyday. All smiles until after the sale is made, then we all become numbers.

 

[Cowboybillybob1]

Does Cannon do any better?
This (Poor CS) is a big reason why people change brands. It happened to Fender and Gibson guitars till they got their act together with QC.

 

[BackdoorArts]

Just an update ... 3 days later and it's still listed as "On Parts Hold". Stay tuned.

 

[RockyNH_RIP]

Just an update ... 3 days later and it's still listed as "On Parts Hold". Stay tuned.

So thats 3 days after the parts were supposed to be there and they were gonna start?? You my friend have the patience of a Saint... (and it helps to have 2 more cameras) You need to find someone a few rungs up the ladder!

Pat in NH

 

[BackdoorArts]

My patience is gone, but there's the old question, "What the heck can I do by screaming?!" I just need to get off of conference calls long enough to call Nikon.

 

[RockyNH_RIP]

My patience is gone, but there's the old question, "What the heck can I do by screaming?!" I just need to get off of conference calls long enough to call Nikon.

You are correct there... patience (but firm) usually wins IF you can get to the correct person...
Best of luck when you call...

Pat in NH

 

[Dave_W]

My patience is gone, but there's the old question, "What the heck can I do by screaming?!" I just need to get off of conference calls long enough to call Nikon.

Perhaps it's time to phone them and tell them to keep the camera and to please send a check covering the cost as soon as possible.

 

[BackdoorArts]

Perhaps it's time to phone them and tell them to keep the camera and to please send a check covering the cost as soon as possible.

I threatened that on the last call.

 

[BackdoorArts]

As of Saturday morning the status has changed from Parts Hold to Bill, which is what I assume happens when the repair is in progress or complete (for the record, it's a $0 bill, warranty repair). I never got to call yesterday, but from prior experience when the status disappears it means it's shipped, which is a one day trip, so I expect there's a strong chance I'll see the camera before May. But I am not yet holding my breath.

 

[RockyNH_RIP]

As of Saturday morning the status has changed from Parts Hold to Bill, which is what I assume happens when the repair is in progress or complete (for the record, it's a $0 bill, warranty repair). I never got to call yesterday, but from prior experience when the status disappears it means it's shipped, which is a one day trip, so I expect there's a strong chance I'll see the camera before May. But I am not yet holding my breath.

Considering it is "non-news', it is still likely the best news you could get! Keeping fingers crossed for you..

Pat in NH

 

[BackdoorArts]

It's definitely news - it means the parts did come in, three days later than they'd said. I'll be happy to have waited if this time I get a camera with no issues.

 

[hark]

Since it sounds like this second repair will be covered under warranty, do you think you will find out what caused it this time?

 

[BackdoorArts]

I think it's just going to mirror the first repair - replace the shutter, clean, check, check, check, ship. The question is, do I get yet another faulty shutter? Time will tell. It shows that it was shipped yesterday, which means I'll have it by Tuesday, 3 weeks after I shipped it. Meaning I've spent 45 days without it since receiving it in December. Suffice it to say that if it happens I'll be forced to decide between getting on the horn and demanding a credit towards a different body, or cleaning it myself and sending it back one more time before the warranty expires.

And before you ask, I'd likely go D700 were it not discontinued. Don't want another D800, nor do I want to drop the coin on a D3 or D4, so I'd be hard pressed to name what I want if they said, "Sure, we'll replace it with something else".

 

[VectorZ]

I'm on my third D600 now, the last one did not come from Costco, I'm about 400 shots in and so far there is no dust at all.

 

[Rick M]

Either there is some secret shutter "fix" or Nikon is just putting in new old ones to temporarily placate customers. If it comes back again and developes the same issue, either get a credit or try and run it through the 1-3 or 4K "dust zone". I'm at almost 3600 and have decided to hold off the first wet clean until 4k since it is stopping. I wish we could hear from some folks that have past about 10k acuations and get a sense of what the future holds.