I'm a little irritated with Nikon...

[Mr. Goodkat]

So I tried to order a Z50 two lens kit this past weekend for the refurbished sale they had going. My wife and I now travel full-time in a school bus we converted last year so having things shipped takes a little organizing and planning. I set it up to be delivered to a UPS Store which I thought would work and it has worked in the past. I few weeks ago I ordered a used 200-500mm from Allen's Camera in PA and had it shipped to a UPS Store without a problem.

When it comes to my FIRST Z50 order, the next day I woke up to vague email telling me my order was cancelled but they did not state why. When I called they said that because of their contract they cannot ship to a UPS Store. Ok, fine. I make a SECOND order and have it shipped to our mail forwarding service in South Dakota. I used the same credit card as the first order which aparrently wasn't the problem, shipping was. A few hours later my order was cancelled again, and again there is no explanation in the email. Only that you are SOL. Before I made this order I confirmed with a Nikon representative that my mail forwarding address, the one on my driver's license, should work.

When I called the second time they said it was that my bank denied and blocked the charges. Well it wasn't a bank it was a credit card and when I called that CC company they said that there were no problems on their end and that Nikon had reversed the charges not once but twice. Nikon gave a bunch of excuses along the lines that there must have been mismatched addresses for my CC that didn't match the delivery address, blah blah blah... I know that wasn't the problem.

Onto order attempt number THREE. I figured I would leave my CC out of it just in case there was a problem with the card. I then made the order with my PayPal using my line of credit that I have never had a problem with. No credit card involved what so ever. I hardly ever use PayPal credit and I have plenty of room for the purchase but again I've never had a problem. Again I confirmed with the Nikon rep that my shipping address should work as it's a residential address, not a PO Box of any kind, and that my mail forwarding service is authorized to sign for my packages. At about 11 pm to midnight my order is cancelled AGAIN, and again no explanation. By now the sale was done and gone.

I was tired of dealing with it for a day but then yesterday, Wednesday, I decided to give them another call and explain that I have no idea how there can be problems and all the while their website allows me to add the Z50 to a Cart leading me to believe it was still in stock. All they tell me is that there was a "payment issue," that's it. I find it VERY hard to believe that I would have an issue with my CC and Paypal line of credit. I use my CC daily for common purchases and Paypal Credit has always worked fine. I finally ask to speak to a supervisor and explain everything, again. He generates a 20% coupon code for me, has me make the order again for the FOURTH time while he's on the phone, and says he'll make sure to have some one review the order personally to make sure there are no problems. I go all day without any word from them and I figure there's hope although I'm not entirely convinced. I just got the email again at about midnight stating that my now FOURTH order has been cancelled. They are "Sorry things did not work out."

I know this is a first-world problem but I've never had to work so hard to give a company my money. It also gives me some doubt as to what kind of company I'm dealing with. I did a google search of "Nikon keeps cancelling my order" and I was surprised as to how many people have had the similar problem as me and this goes back for years. They describe their ordeal almost word for word as to what I just went through. Coincidence???

Does Nikon play games? Is they're website is a mess? If it's this hard to make a purchase what will it be like if I ever have to send my equipment in for repair? Can I send them my gear but they won't send it back because "Things just didn't workout"? Some have theorized that the sales Nikon and other's advertise is just marketing when they really don't have the stock or intend on selling merchandise. But hey sales look good and promising. I just don't know...

Again, I know this is a first world problem but it's problem none the less and this has really degraded my opinion of Nikon even though I like my camera and lenses. I'm sure the other companies do the same thing. Over this past weekend I rented a Z5 and fell in love with some of the aspects of mirrorless, primarily the EVF, image review in the EVF, and setting the manual focus ring to adjust aperature. For me it made the process of taking a photo that much more enjoyable and fluid. My wife and I make MANY purchases online as many of you do I'm sure, but I've never had this much of a problem.

Rant over and I'm sorry for the length...

Have any of you had similar issues?

 

[Ralph]

I’ve never order a camera directly from Nikon but I just ordered and received a tc and had no issues. Also purchased a couple of batteries directly from them. BH has the Z5 camera you want at the same price . Just a thought.

 

[Andy Work]

I wonder if you could use the 20% coupon at B&H?

 

[JFW]

No problems here.

 

[Charles Loy]

I don't know what a 'first world problem' is?, you mentioned it twice. You tried to many times, I'd passed after the second. Usually BH has the same deal as Nikon, with better service and such.

 

[Charles Loy]

I'll offer $5 for that 20% OFF coupon. No wait, forget that - I hear that they take orders then cancel them. Never mind my offer

 

[abc123brian]

Electronic devices are a very common fraudulent purchase and because of that, retailers and credit card companies can be hesitant if anything seems unusual. I travel a lot, not full time on the road, but normally more than half the year, and even though my CC is used to seeing these types of purchases, if there are two in a row, it usually triggers an alert. I'm not sure the exact cause of your issue, but just my observation from personal experience.

 

[abc123brian]

Electronic devices are a very common fraudulent purchase and because of that, retailers and credit card companies can be hesitant if anything seems unusual. I travel a lot, not full time on the road, but normally more than half the year, and even though my CC is used to seeing these types of purchases, if there are two in a row, it usually triggers an alert. I've also had many retailers email me to verify the order was legit. I'm not sure the exact cause of your issue, but just my observation from personal experience.

 

[bleirer]

I don't know what a 'first world problem' is?, you mentioned it twice. You tried to many times, I'd passed after the second. Usually BH has the same deal as Nikon, with better service and such.

Compares the privilege we in the developed world take for granted and complain about such as internet, credit cards, electricity, cars, gas stations, etc. With the undeveloped world where basic necessities are struggled for.

 

[MartyD]

I have had two issues with Nikon USA that are similar. The first time when ordering my Z6 at announcement and the second when I utilized Nikon's trade up program to trade in my Z6 for a Z6ii. The problem was the weeks of delay between ordering date and actual shipping date. On both purchases I received an email saying my camera was ready to ship followed by an email 10 seconds later saying my order had been cancelled. Both situations were resolved after some time on the phone with Nikon USA but I had to press to get to a management person to get the issue resolved. What I learned from my credit card company is that Nikon authorizes the credit card purchase when the order is placed but then does not re-authorize the purchase before trying to charge the card on an expired authorization. My credit card company stated that most companies will re-authorize the purchase prior to charging.

 

[NorthernFocus]

I don't think it is anything intentional on Nikon's part. Incompetent but not intentional. I've not had any problems with the on-line Nikon store but every time I've ever had to deal with them by phone etc, the people I've talked to don't seem to have ever held a camera in their hands. And are obviously going by a set of scripted questions all of which seem to be aimed at somehow making whatever problem you have as your own fault. Years ago I bought a brand new D4(my first and only flagship body) and was having some sort of problem which I don't recall now. But while talking with their "service department" a young lady was obviously going through scripted questions. She asked me which memory card I was using and I told her Sony XQD. She triumphantly responded that was my problem, D4 won't accept XQD cards. I pointed out that it was the first/only(at the time) camera that did in fact use XQD, that I was using the exact cards specified by Nikon, and even referred her to the specification page in the user manual. She absolutely refused to back down from her position nor would she let me talk to a supervisor. I ended up getting the issue resolved via email. Never picked up the phone to call Nikon again after that. Just deal with them via email when necessary.

 

[Mr. Goodkat]

I’ve never order a camera directly from Nikon but I just ordered and received a tc and had no issues. Also purchased a couple of batteries directly from them. BH has the Z5 camera you want at the same price . Just a thought.

I was looking primarily at the Z50 but I'm still considering the move to FF also. I may start another thread on that as there is so much to consider! The Z5 is tempting considering the price difference between it and the Z50 isn't much but I wasn't impressed with it's AF-S in low light. My D7500 locks on fast and easy and the Z5 with the 24-50 struggled or wouldn't lock on at all.

I wonder if you could use the 20% coupon at B&H?

Unfortunately it doesn't....

No problems here.

Wish I could say the same!

I'll offer $5 for that 20% OFF coupon. No wait, forget that - I hear that they take orders then cancel them. Neverminded my offer

Well maybe the issue is only with me but something is up with their system. I'm starting to believe they do multiple authorizations for one order and causes issues. The 20% off makes even more frustrated because the code works but I can't buy anything! I believe he told me the code doesn't expire though...

Electronic devices are a very common fraudulent purchase and because of that, retailers and credit card companies can be hesitant if anything seems unusual. I travel a lot, not full time on the road, but normally more than half the year, and even though my CC is used to seeing these types of purchases, if there are two in a row, it usually triggers an alert. I'm not sure the exact cause of your issue, but just my observation from personal experience.

This may be part of the problem. When I do the orders though our CC asks us for a security code we receive through texts so I would think this would be enough to allow the transaction. I'm starting to believe that they do multiple authorizations per order that are hours apart and this may still cause issues.

I have had two issues with Nikon USA that are similar. The first time when ordering my Z6 at announcement and the second when I utilized Nikon's trade up program to trade in my Z6 for a Z6ii. The problem was the weeks of delay between ordering date and actual shipping date. On both purchases I received an email saying my camera was ready to ship followed by an email 10 seconds later saying my order had been cancelled. Both situations were resolved after some time on the phone with Nikon USA but I had to press to get to a management person to get the issue resolved. What I learned from my credit card company is that Nikon authorizes the credit card purchase when the order is placed but then does not re-authorize the purchase before trying to charge the card on an expired authorization. My credit card company stated that most companies will re-authorize the purchase prior to charging.

You may be onto something with the multiple authorizations. When we look on our CC pending transactions it shows two authorizations per order. I'm two hours behind Nikon which may also be part of the problem. Twice now the orders have been cancelled around 11pm Mountain Time which should be 1AM Eastern for Nikon. So it shows the first authorization when I make the order during the day, and the second authorization happens the next day for Nikon but the same day for me a couple hours behind. I don't know if this actually means anything but I'm just racking my brain over this trying to figure it out. Like I said though, my CC company said it was Nikon that reversed the transaction, not them. I have to call PayPal to see if Nikon reversed for them also. I'm also considering putting the cash in my PayPal account if that streamlines the process since the funds are immediately available but I have my doubts.

I don't think it is anything intentional on Nikon's part. Incompetent but not intentional. I've not had any problems with the on-line Nikon store but every time I've ever had to deal with them by phone etc, the people I've talked to don't seem to have ever held a camera in their hands. And are obviously going by a set of scripted questions all of which seem to be aimed at somehow making whatever problem you have as your own fault. Years ago I bought a brand new D4(my first and only flagship body) and was having some sort of problem which I don't recall now. But while talking with their "service department" a young lady was obviously going through scripted questions. She asked me which memory card I was using and I told her Sony XQD. She triumphantly responded that was my problem, D4 won't accept XQD cards. I pointed out that it was the first/only(at the time) camera that did in fact use XQD, that I was using the exact cards specified by Nikon, and even referred her to the specification page in the user manual. She absolutely refused to back down from her position nor would she let me talk to a supervisor. I ended up getting the issue resolved via email. Never picked up the phone to call Nikon again after that. Just deal with them via email when necessary.

I'm sure they aren't doing it on purpose but it is frustrating and the customer service isn't very helpful. What really got me going was when they told me the order was cancelled because of "payment". That's it. I said that there has to be SOMEONE that can go beyond them to tell me more and provide more details. They act as though their system is AI or an entity that operates on impulses separate from the control of any human being. Skynet perhaps?

 

[Drbobcameraguy]

I don't know what a 'first world problem' is?, you mentioned it twice. You tried to many times, I'd passed after the second. Usually BH has the same deal as Nikon, with better service and such.

It is basically a problem that has no effect on important things in life. Good clothing and shelter. A problem of no actual importance.

 

[Palouse]

Never a problem with Nikon—bought lenses, a couple of speed lights and software.

 

[Mr. Goodkat]

I talked to another manager and she was really understanding and helpful. It seems like the best thing to do is ask for a manager straight away. She stated that the coupon code was good for a year and that if I had any problems with it or when I'm ready to order that they would do their best to make it happen.

I called PayPal and they said there was no issues on their end so that's my CC company and PayPal saying the same thing. I think my next move is going to be to just transfer "cash" to my Paypal account in hopes that it simplifies the order process to hopefully get it to go through.

As of now the Z50 is out. I think I'm just going to keep my D7500 for now and I'm leaning towards getting a refurbished Z6II with the 24-70 f4 S. I want the extra low light and high ISO performance. Plus I'm interested in video for documenting our journey as we travel and live in our bus. I feel if I get the Z5 I'll always feel like I should have gone up a notch and I think there is more room to grow with Z6II. Plus by keeping my D7500 I'll have the a good combination, a backup camera, and three batteries.

 

[Woodyg3]

When shipping address does not match credit card address problems like this can occur with many vendors. Too many fraudulent charges by someone who gets ahold of a card, then has things mailed to a different address for pick up. Sorry you had this issue.

 

[Mr. Goodkat]

When shipping address does not match credit card address problems like this can occur with many vendors. Too many fraudulent charges by someone who gets ahold of a card, then has things mailed to a different address for pick up. Sorry you had this issue.

That could be part of the problem but once I verify all the necessary information and even supply the security code my credit card company texts me it shouldn't be a problem. That's why I'm hoping virtual cash in my PayPal account will make things smoother. No addresses that need to coincide and no authorization of credit. It's a theory anyway. In the meantime I'll wait a week or three for another sale to combine with the code.

 

[TonyDownunder]

I don't think it is anything intentional on Nikon's part. Incompetent but not intentional. I've not had any problems with the on-line Nikon store but every time I've ever had to deal with them by phone etc, the people I've talked to don't seem to have ever held a camera in their hands. And are obviously going by a set of scripted questions all of which seem to be aimed at somehow making whatever problem you have as your own fault. Years ago I bought a brand new D4(my first and only flagship body) and was having some sort of problem which I don't recall now. But while talking with their "service department" a young lady was obviously going through scripted questions. She asked me which memory card I was using and I told her Sony XQD. She triumphantly responded that was my problem, D4 won't accept XQD cards. I pointed out that it was the first/only(at the time) camera that did in fact use XQD, that I was using the exact cards specified by Nikon, and even referred her to the specification page in the user manual. She absolutely refused to back down from her position nor would she let me talk to a supervisor. I ended up getting the issue resolved via email. Never picked up the phone to call Nikon again after that. Just deal with them via email when necessary.

“Incompetent but not intentional.” As with many things today this is a very fine example of Hanlon’s Razor.

 

[Roy]

So I tried to order a Z50 two lens kit this past weekend for the refurbished sale they had going. My wife and I now travel full-time in a school bus we converted last year so having things shipped takes a little organizing and planning. I set it up to be delivered to a UPS Store which I thought would work and it has worked in the past. I few weeks ago I ordered a used 200-500mm from Allen's Camera in PA and had it shipped to a UPS Store without a problem.

When it comes to my FIRST Z50 order, the next day I woke up to vague email telling me my order was cancelled but they did not state why. When I called they said that because of their contract they cannot ship to a UPS Store. Ok, fine. I make a SECOND order and have it shipped to our mail forwarding service in South Dakota. I used the same credit card as the first order which aparrently wasn't the problem, shipping was. A few hours later my order was cancelled again, and again there is no explanation in the email. Only that you are SOL. Before I made this order I confirmed with a Nikon representative that my mail forwarding address, the one on my driver's license, should work.

When I called the second time they said it was that my bank denied and blocked the charges. Well it wasn't a bank it was a credit card and when I called that CC company they said that there were no problems on their end and that Nikon had reversed the charges not once but twice. Nikon gave a bunch of excuses along the lines that there must have been mismatched addresses for my CC that didn't match the delivery address, blah blah blah... I know that wasn't the problem.

Onto order attempt number THREE. I figured I would leave my CC out of it just in case there was a problem with the card. I then made the order with my PayPal using my line of credit that I have never had a problem with. No credit card involved what so ever. I hardly ever use PayPal credit and I have plenty of room for the purchase but again I've never had a problem. Again I confirmed with the Nikon rep that my shipping address should work as it's a residential address, not a PO Box of any kind, and that my mail forwarding service is authorized to sign for my packages. At about 11 pm to midnight my order is cancelled AGAIN, and again no explanation. By now the sale was done and gone.

I was tired of dealing with it for a day but then yesterday, Wednesday, I decided to give them another call and explain that I have no idea how there can be problems and all the while their website allows me to add the Z50 to a Cart leading me to believe it was still in stock. All they tell me is that there was a "payment issue," that's it. I find it VERY hard to believe that I would have an issue with my CC and Paypal line of credit. I use my CC daily for common purchases and Paypal Credit has always worked fine. I finally ask to speak to a supervisor and explain everything, again. He generates a 20% coupon code for me, has me make the order again for the FOURTH time while he's on the phone, and says he'll make sure to have some one review the order personally to make sure there are no problems. I go all day without any word from them and I figure there's hope although I'm not entirely convinced. I just got the email again at about midnight stating that my now FOURTH order has been cancelled. They are "Sorry things did not work out."

I know this is a first-world problem but I've never had to work so hard to give a company my money. It also gives me some doubt as to what kind of company I'm dealing with. I did a google search of "Nikon keeps cancelling my order" and I was surprised as to how many people have had the similar problem as me and this goes back for years. They describe their ordeal almost word for word as to what I just went through. Coincidence???

Does Nikon play games? Is they're website is a mess? If it's this hard to make a purchase what will it be like if I ever have to send my equipment in for repair? Can I send them my gear but they won't send it back because "Things just didn't workout"? Some have theorized that the sales Nikon and other's advertise is just marketing when they really don't have the stock or intend on selling merchandise. But hey sales look good and promising. I just don't know...

Again, I know this is a first world problem but it's problem none the less and this has really degraded my opinion of Nikon even though I like my camera and lenses. I'm sure the other companies do the same thing. Over this past weekend I rented a Z5 and fell in love with some of the aspects of mirrorless, primarily the EVF, image review in the EVF, and setting the manual focus ring to adjust aperature. For me it made the process of taking a photo that much more enjoyable and fluid. My wife and I make MANY purchases online as many of you do I'm sure, but I've never had this much of a problem.

Rant over and I'm sorry for the length...

Have any of you had similar issues?

I miss the days when you find a good camera store and they went out of their way to support you...

 

[TonyDownunder]

I miss the days when you find a good camera store and they went out of their way to support you...

Not just a camera store. Pretty much any store unfortunately. Good customer service is hard to find

 

[Woody Meristem]

This tale of woe reminds me of stories a friend who works in a camera store has told -- his shop used to sell Nikon, Canon and several other brands but dropped Nikon due to poor and slow service.

 

[Mr. Goodkat]

I miss the days when you find a good camera store and they went out of their way to support you...

Not just a camera store. Pretty much any store unfortunately. Good customer service is hard to find

This tale of woe reminds me of stories a friend who works in a camera store has told -- his shop used to sell Nikon, Canon and several other brands but dropped Nikon due to poor and slow service.

I've only been into photography for about a year and a half but I have a feeling photography stores may not be abundant anymore, but I could be wrong. On our travels I often try to search for photography shops local to the area but they almost never exist or only local photographers come up. I usually buy from B & H or Allen's from PA. I'm in the Provo Utah region now and there is a set of local shops with three locations, also called Allen's Camera but not associated with the one from PA. It will probably be a while until I find another shop.

The best company I've ever dealt with as far as customer service goes is Revzilla. They sell motorcycle gear and parts and many companies could learn something from their service. You probably have to ride motorcycles to be familiar with who I'm referring to.

 

[Palouse]

I've only been into photography for about a year and a half but I have a feeling photography stores may not be abundant anymore, but I could be wrong. On our travels I often try to search for photography shops local to the area but they almost never exist or only local photographers come up. I usually buy from B & H or Allen's from PA. I'm in the Provo Utah region now and there is a set of local shops with three locations, also called Allen's Camera but not associated with the one from PA. It will probably be a while until I find another shop.

The best company I've ever dealt with as far as customer service goes is Revzilla. They sell motorcycle gear and parts and many companies could learn something from their service. You probably have to ride motorcycles to be familiar with who I'm referring to.

Give these guys in SLC a try—I've bought from them in person and by mail, fast, fair and very helpful. I'm in Idaho.

Pictureline Photo Video Digital Cameras, Photography Equipment

Shop Digital Cameras, Video Cameras, Photography, Lenses, Tripods, Computer. Authorized Dealer Canon, Nikon, Sony, Fujifilm, Panasonic, Epson, Wacom, Leica, DJI

www.pictureline.com

 

[Mr. Goodkat]

Give these guys in SLC a try—I've bought from them in person and by mail, fast, fair and very helpful. I'm in Idaho.

Pictureline Photo Video Digital Cameras, Photography Equipment

Shop Digital Cameras, Video Cameras, Photography, Lenses, Tripods, Computer. Authorized Dealer Canon, Nikon, Sony, Fujifilm, Panasonic, Epson, Wacom, Leica, DJI

www.pictureline.com

I'll be leaving the area Monday but I'll keep them bookmarked for future reference. It never hurts to have as many resources as possible. Thanks!

 

[DaveyDitzer]

I’ve never order a camera directly from Nikon but I just ordered and received a tc and had no issues. Also purchased a couple of batteries directly from them. BH has the Z5 camera you want at the same price . Just a thought.

If at all possible, I order from B&H and have had only excellent customer service.