BackdoorArts
Senior Member
Nikon Customer Service Story (Updated)
NOTE: I've left the original post as is and added an update that changes everything as a separate post down the thread.
I'd share this here for anyone wondering about Nikon Customer Service.
A good friend of mine just moved from the Northeast to Florida and is a part of a team of photographers I'm working with in a photography challenge league on another site I've talked about here before. The move caused her to have to miss the first week of competition, so when movers finally got her computer there it was missing the cable she used to connect her camera to the computer. So off to the local Best Buy she goes to purchase one, camera in-hand to make sure that it works (she's not the most technically minded person so having props always helps). As she's waiting in line for someone to assist her an older woman come up behind her, stumbles, grabs her arm, and dumps her D7200 and lens onto the floor where it suffers considerable damage. The old woman simply walked away oblivious. My friend, shocked at what had happened, attempted to get the attention of the woman who "did not seem in her right mind", and when that proved futile did not think to get someone from Best Buy involved even though it had happened on their property involving one of their customers. She brought the pieces home, contacted Nikon Service which gave her a quick estimate of about $600, and FedEx'd it out that evening.
We're now a little over a week since then and the bill came to a little more than $600. She was told that Nikon would throw in the cable she was looking for but then saw that they had not only charged her for the $10 cable but also $9 to ship it separately from the body and lens. Livid, she sent an email to Nikon Support explaining how disappointed she was with the experience and ruing the decision to stay with Nikon instead of switching to Sony when she upgraded from her D90 3 years ago. In the letter she also told the story of how the camera and lens came to their current condition.
This is where things get good. Shortly after the email she gets a response from someone on the "Resolution Team" apologizing for charge on the cable and telling her that they would be crediting her for not only the cable and the shipping, but because of the incident they would issuing her a one-time courtesy of repairing the camera and lens for free, with the promise that they would attempt to expedite the repair so she can get shooting sooner rather than later.
I truly believe that Nikon's service organization, like most others, operate on a strict set of guidelines, and I do not fault the service personnel when they simply do their job by the book they are given. But as I've always said it pays to complain when you have a complaint and not just simply bitch on the internet and take your punishment. Repair folks are not necessarily trained to service anything but equipment, so get hold of someone and be firm yet courteous in your complaint and more times than not you'll receive some level of satisfaction.
Unless, of course, you're dealing with Comcast or Verizon. LOL
NOTE: I've left the original post as is and added an update that changes everything as a separate post down the thread.
I'd share this here for anyone wondering about Nikon Customer Service.
A good friend of mine just moved from the Northeast to Florida and is a part of a team of photographers I'm working with in a photography challenge league on another site I've talked about here before. The move caused her to have to miss the first week of competition, so when movers finally got her computer there it was missing the cable she used to connect her camera to the computer. So off to the local Best Buy she goes to purchase one, camera in-hand to make sure that it works (she's not the most technically minded person so having props always helps). As she's waiting in line for someone to assist her an older woman come up behind her, stumbles, grabs her arm, and dumps her D7200 and lens onto the floor where it suffers considerable damage. The old woman simply walked away oblivious. My friend, shocked at what had happened, attempted to get the attention of the woman who "did not seem in her right mind", and when that proved futile did not think to get someone from Best Buy involved even though it had happened on their property involving one of their customers. She brought the pieces home, contacted Nikon Service which gave her a quick estimate of about $600, and FedEx'd it out that evening.
We're now a little over a week since then and the bill came to a little more than $600. She was told that Nikon would throw in the cable she was looking for but then saw that they had not only charged her for the $10 cable but also $9 to ship it separately from the body and lens. Livid, she sent an email to Nikon Support explaining how disappointed she was with the experience and ruing the decision to stay with Nikon instead of switching to Sony when she upgraded from her D90 3 years ago. In the letter she also told the story of how the camera and lens came to their current condition.
This is where things get good. Shortly after the email she gets a response from someone on the "Resolution Team" apologizing for charge on the cable and telling her that they would be crediting her for not only the cable and the shipping, but because of the incident they would issuing her a one-time courtesy of repairing the camera and lens for free, with the promise that they would attempt to expedite the repair so she can get shooting sooner rather than later.
I truly believe that Nikon's service organization, like most others, operate on a strict set of guidelines, and I do not fault the service personnel when they simply do their job by the book they are given. But as I've always said it pays to complain when you have a complaint and not just simply bitch on the internet and take your punishment. Repair folks are not necessarily trained to service anything but equipment, so get hold of someone and be firm yet courteous in your complaint and more times than not you'll receive some level of satisfaction.
Unless, of course, you're dealing with Comcast or Verizon. LOL
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