You think when you go to a well known dealer with stores across the US and Europe that you will get superior service, right?
Wrong.
Having had the telephone conversation with the store, arrangement was made that I would call today to get the issues resolved. The person on the telephone had already mentioned 'total refund' so I guessed a replacement wasn't going to be an issue.
Wrong.
Called today to discover that the person I spoke to was off work. Manager wasn't available so I spoke to the Supervisor. She tested my camera and lens, followed by my camera with another lens, followed by my lens with another camera. None of the pictures were overly sharp, which I think would lead to the fact that both lens and body were faulty, right?
Wrong.
The storeperson then proceeded to tell me that this 18-105 lens wasn't 'top range glass', which I agree, it isn't, but that doesn't answer the issue with the camera saying the subject is in focus, when it very clearly isn't; nor does it answer the question why the lens, in manual focus, focuses beyond infinity.
The storeperson asked to keep the camera for a few days for further tests. I said I was under the impression with the manager on the telephone my 30 mile trip to the store would either result in new equipment or total refund, to which the reply came "That person isn't the manager and had no authority to offer a refund". I then asked what 'further tests' could be done that hadn't already been carried out, both by me and by the store. No real answer. I demanded action be taken, either replacement there and then or refund. The supervisor then replied "I have no authority"; only the manager has authority, and he isn't here this afternoon (it's a beautiful day 25°C, sunny, I probably wouldn't be there either). I then explained that surely the store knew I was coming, it had been arranged, so some sort of resolution was possible.
Wrong.
The supervisor had no authority to exchange or refund the goods. Tact then changed again to say that "only Nikon could authorise replacement or refund"; you have to be quick, responsibility keeps changing!!!
So I left the shop and tried the company's head office customer services, which is constantly engaged. So I'm back home with a faulty camera and lens, and no solution.
Very poor customer service from a company that recently received an award for exactly that. The Supervisor repeatedly said "but I don't want you to leave the store unhappy" to which my reply was "then either replace the goods, or give me a refund" followed by the reply "but I'm not authorised", which inevitably leads to the conclusion that I'm only going to leave the store unhappy!?!? Right?