Forums
New posts
Search forums
What's new
New posts
New media
New media comments
New profile posts
Latest activity
Media
New media
New comments
Search media
Members
Current visitors
New profile posts
Search profile posts
Log in
Register
What's new
Search
Search
Search titles only
By:
New posts
Search forums
Menu
Log in
Register
Install the app
Install
Forums
Lenses
Telephoto
Nikon Repair Service
JavaScript is disabled. For a better experience, please enable JavaScript in your browser before proceeding.
You are using an out of date browser. It may not display this or other websites correctly.
You should upgrade or use an
alternative browser
.
Reply to thread
Message
<blockquote data-quote="GracieAllen" data-source="post: 555120" data-attributes="member: 41283"><p>Bummer. I've thought all along my situation was somehow unique and unusual... </p><p></p><p>BackdoorHippie, I"m much like you. When the lens went in the first time, there was extensive documentation AT Nikon. AND, a detailed note in with the lens stating what the problem was, a reprint of the various emails with details, and my expectation that it would be FIXED...</p><p></p><p>The SECOND time, I decided documentation didn't work and elected to ensure that the Service person with whom I spoke FULLY understood that this was a return and that I was "distressed"... There was no argument about getting a shipping label OR ensuring that Nikon would ensure the lens for the replacement value.</p><p></p><p>And, like you, yesterday I spoke to the phone answerer and quickly requested a transfer to a supervisor or manager. The manager assured me he would be communicating directly with the service people to ensure that THIS TIME the lens would be FIXED...</p><p></p><p>And like you, I'd PREFER not to have to get angry or have my blood pressure increase, but I'd much rather be as emphatic as needed to encourage the to FIX THE PROBLEM... And, since I deal with Adobe (dreadful), DirecTV (appallingly dreadful), and Centurylink (I don't have the words to describe how utterly wretched they are), I've gotten pretty good and making repeated phone calls, working my way up the food chain, and being a general pain-in-the-ass until the problem gets rectified... Or, as I've said on more than one occasion when DirecTV prepares to transfer me for 4th or 5th time "I'm retired. I've got LOTS of time to sit here and keep calling until you fix <whatever>."</p><p></p><p>I've also found it EXTREMELY valuable to DOCUMENT EVERYTHING. I now get the name and employee ID of every person with whom I speak. I take notes, especially for anything where promises are made. And I require that statements made involving prices or other assurances be accompanied by an email so when I call for the 13th time I can tell the person that states that "no one here would ever say that", I can cite date, time, name of person, ID, and a forward of the email if needed...</p><p></p><p>I'm ABSOLUTELY certain that Nikon, and the vast majority of companies, still have MANY employees that are working their tails off to do a good job. Unfortunately, customer service appears to have fewer of them than in the past. These days, when you actually get connected to a knowledgeable person who takes accountability to resolve a problem and follows through, it's SO unusual as to be noteworthy. It is, in my opinion, a sad commentary on the generation populating the ranks of phone answerers in support organizations.</p></blockquote><p></p>
[QUOTE="GracieAllen, post: 555120, member: 41283"] Bummer. I've thought all along my situation was somehow unique and unusual... BackdoorHippie, I"m much like you. When the lens went in the first time, there was extensive documentation AT Nikon. AND, a detailed note in with the lens stating what the problem was, a reprint of the various emails with details, and my expectation that it would be FIXED... The SECOND time, I decided documentation didn't work and elected to ensure that the Service person with whom I spoke FULLY understood that this was a return and that I was "distressed"... There was no argument about getting a shipping label OR ensuring that Nikon would ensure the lens for the replacement value. And, like you, yesterday I spoke to the phone answerer and quickly requested a transfer to a supervisor or manager. The manager assured me he would be communicating directly with the service people to ensure that THIS TIME the lens would be FIXED... And like you, I'd PREFER not to have to get angry or have my blood pressure increase, but I'd much rather be as emphatic as needed to encourage the to FIX THE PROBLEM... And, since I deal with Adobe (dreadful), DirecTV (appallingly dreadful), and Centurylink (I don't have the words to describe how utterly wretched they are), I've gotten pretty good and making repeated phone calls, working my way up the food chain, and being a general pain-in-the-ass until the problem gets rectified... Or, as I've said on more than one occasion when DirecTV prepares to transfer me for 4th or 5th time "I'm retired. I've got LOTS of time to sit here and keep calling until you fix <whatever>." I've also found it EXTREMELY valuable to DOCUMENT EVERYTHING. I now get the name and employee ID of every person with whom I speak. I take notes, especially for anything where promises are made. And I require that statements made involving prices or other assurances be accompanied by an email so when I call for the 13th time I can tell the person that states that "no one here would ever say that", I can cite date, time, name of person, ID, and a forward of the email if needed... I'm ABSOLUTELY certain that Nikon, and the vast majority of companies, still have MANY employees that are working their tails off to do a good job. Unfortunately, customer service appears to have fewer of them than in the past. These days, when you actually get connected to a knowledgeable person who takes accountability to resolve a problem and follows through, it's SO unusual as to be noteworthy. It is, in my opinion, a sad commentary on the generation populating the ranks of phone answerers in support organizations. [/QUOTE]
Verification
Post reply
Forums
Lenses
Telephoto
Nikon Repair Service
Top