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Nikon Customer Service Story
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<blockquote data-quote="BackdoorArts" data-source="post: 674937" data-attributes="member: 9240"><p>OK, folks. After having the camera for 2 weeks and giving my friend the cost of repair, and then the good news that because of the circumstances they would repair it for free, Nikon called this morning and informed her that the camera was beyond repair but that they'd be happy to sell her a refurb for $799 (which happens to be $60 more than B&H). They could not and would not explain what precisely made the camera irreparable nor would they send it back to her citing that it is somehow Nikon property and what they do with it is "privileged information" (likely something she agreed to when she checked a box on the repair agreement). She said it was like a kick in the gut. </p><p></p><p>Given the circumstances and that the rep told her, "We knew this on Friday but I didn't want to ruin your weekend", I told her to contact Nikon and let them know that, a) not only had she been lied to because she had received an actual repair estimate meaning that it <strong><em>could</em></strong> be repaired, but the lack of immediacy of the information just cost her a weekend where she could have been shopping for a Sony to replace it, and b) if the choice she was given after being told it would cost her nothing is to buy a refurb at a cost higher than she could on the open market then something is rotten on Long Island. Given the offer and the initial estimate I told her to accept nothing less than the refurb and the repaired lens (which I'm astounded <em>could</em> be repaired after seeing photos of the damage) shipped to her for the price of the repair quote she'd received last week, which was eventually agreed to.</p><p></p><p>We do not have all the facts but the way this has played out it certainly seems as if the promise made to her may not have been one the rep was authorized to make and this was the only way to backpedal. It's also ludicrous that Nikon does not send back your property after you've paid to ship it to them for repair and they deem it unrepairable. If anyone has any insight into that part please let me know because we'd like to get to the bottom of this.</p></blockquote><p></p>
[QUOTE="BackdoorArts, post: 674937, member: 9240"] OK, folks. After having the camera for 2 weeks and giving my friend the cost of repair, and then the good news that because of the circumstances they would repair it for free, Nikon called this morning and informed her that the camera was beyond repair but that they'd be happy to sell her a refurb for $799 (which happens to be $60 more than B&H). They could not and would not explain what precisely made the camera irreparable nor would they send it back to her citing that it is somehow Nikon property and what they do with it is "privileged information" (likely something she agreed to when she checked a box on the repair agreement). She said it was like a kick in the gut. Given the circumstances and that the rep told her, "We knew this on Friday but I didn't want to ruin your weekend", I told her to contact Nikon and let them know that, a) not only had she been lied to because she had received an actual repair estimate meaning that it [B][I]could[/I][/B] be repaired, but the lack of immediacy of the information just cost her a weekend where she could have been shopping for a Sony to replace it, and b) if the choice she was given after being told it would cost her nothing is to buy a refurb at a cost higher than she could on the open market then something is rotten on Long Island. Given the offer and the initial estimate I told her to accept nothing less than the refurb and the repaired lens (which I'm astounded [I]could[/I] be repaired after seeing photos of the damage) shipped to her for the price of the repair quote she'd received last week, which was eventually agreed to. We do not have all the facts but the way this has played out it certainly seems as if the promise made to her may not have been one the rep was authorized to make and this was the only way to backpedal. It's also ludicrous that Nikon does not send back your property after you've paid to ship it to them for repair and they deem it unrepairable. If anyone has any insight into that part please let me know because we'd like to get to the bottom of this. [/QUOTE]
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