Nikon USA Service: A Cautionary Tale
- Thread starter ctmasada
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ctmasada
Member
Thanks, Ken. Very helpful. APS site bookmarked for my future reference.
Oh shoot yes you are correct APS.
I agree and I have always had very fast turn around time. The last lens the 300 f2.8 they received it, put a motor in it, shipped it back all in 3 days. I don't know anyone that on a moments notice turns around gear that fast.
A possible (cheaper) alternative to paying a lawyer to write the letter is simply to write it yourself, and cc your attorney (be sure to include Esq. behind his name). I've used this approach before, and it generally has the same result as a letter written by an attorney. At $300-$500 per hour for legal work, this can save you serious money that you otherwise can put towards that 800mm f6.3 lens!
This has been a long thread and IIRC, I believe that the OP did walk back some of their initial comments, saying they were made out of frustration. I only call this out in case folks did not read every post.
--Ken
ctmasada
Member
Whoa. I am bewildered and offended by your wild accusation of racism (if I am understanding you correctly?). I sincerely hope this is just a misunderstanding.
My sole intent in sharing my Nikon service experience with the BCG community was to gauge whether my concerns (unauthorized refurbished lens in lieu of original lens repair; broken case not matching value of original case) were valid or whether I should accept and be grateful for this level of service.
I previously apologized for my snarky zip code comment. As a life-long resident in a rural state, the level of services (e.g. infrastructure; healthcare; commerce) is not the same as in more urban areas. From my rural POV, sub-standard service from a large corporation does sting a bit more. I’ll get over it—I choose to live here. I regret my off-hand comment and, once again, I apologize.
I have no idea what you are basing your accusation of racism on. You may (or may not) be interested to know that I am of mixed race (Japanese-White). My Dad was among those 120,000 people of Japanese ancestry forcibly relocated and detained during WW II. I am especially sensitive to issues of race.
Your accusation of racism is entirely unfounded, reckless and hurtful.
This discussion is well beyond the scope of this forum, but I wanted to respond publicly to your post.
My sole intent in sharing my Nikon service experience with the BCG community was to gauge whether my concerns (unauthorized refurbished lens in lieu of original lens repair; broken case not matching value of original case) were valid or whether I should accept and be grateful for this level of service.
I previously apologized for my snarky zip code comment. As a life-long resident in a rural state, the level of services (e.g. infrastructure; healthcare; commerce) is not the same as in more urban areas. From my rural POV, sub-standard service from a large corporation does sting a bit more. I’ll get over it—I choose to live here. I regret my off-hand comment and, once again, I apologize.
I have no idea what you are basing your accusation of racism on. You may (or may not) be interested to know that I am of mixed race (Japanese-White). My Dad was among those 120,000 people of Japanese ancestry forcibly relocated and detained during WW II. I am especially sensitive to issues of race.
Your accusation of racism is entirely unfounded, reckless and hurtful.
This discussion is well beyond the scope of this forum, but I wanted to respond publicly to your post.
See my two messages to you. The comments relating to you and the snarky lawyer comment were taken down as inappropriate.
I am only on the top of page two in a three page thread. I have sold jewelry on the web for many years, and I am well aware that credit card companies nearly always stand on the consumer's side. (Fortunately, I never had a claim, but many of my friends did.)
If they do not respond properly, you may wish to file a claim within your claim period.
I will now continue reading and hope to find the situation has already been properly resolved.
ctmasada
Member
Thanks for your kind reminder. This has certainly been a learning experience for me in so many ways. Still waiting for a response from Nikon Support and hoping they will make this right in the end. 
Wink has a good point. If you don’t get this resolved to your satisfaction you can always call the credit card company and request a stop payment. That should shake things up.Thanks for your kind reminder. This has certainly been a learning experience for me in so many ways. Still waiting for a response from Nikon Support and hoping they will make this right in the end.
ghm10829
New member
I checked out Nikon USA in New York with the Better Business Bureau. There are lots of complaints, and so I decided not to use them.Long time BCG reader, first time poster. Corresponded with Steve privately (THANKS, Steve!) and now sharing my ongoing experience with Nikon USA Service/Repair, at his suggestion. This was an eye-opener for me. Asking members for any additional advice and insights.
Shipped my beloved single-owner 600mm f/4G AF-S VR lens in mint-condition CT-607 hard case to Nikon service for noisy AF (?signs of early AF motor failure, need to replace AF motor) in mid-May 2022. Service order was on "Parts hold" status until a week ago when I was notified that my credit card was billed for Nikon's initial repair estimate (~$800); checked Nikon account and discovered the service order status was updated to "Product replaced". I emailed Nikon Service, asking what *that* meant (?replacement of part vs. entire unit). Very nice Nikon Support staff member confirmed that a replacement AF motor could not be allocated and installed for my original lens within Nikon's set timeframe (?) due to supply chain, and therefore they would be shipping a refurbished lens (different serial #) to replace my original lens. I'm not an NPS member and was never given any option(s) other than swap-out with a refurbished lens (with unknown service/care history).
Refurbished lens looks and works OK but the hard case it was shipped in is broken (one handle is GONE) and beat to heck--a far cry from the like-new original hard case I shipped the lens in for repair. I see a $400+ MSRP for a new Nikon CT-607 hard case. I intend to sell the refurbished lens (service history unknown) and case (such as it is) to MPB, KEH or the like, rather than privately to a local birder friend (who wanted to buy my original lens after repair) since I have no confidence in the lens and am, frankly, embarrassed by the case. From past experience, I fully expect MPB, KEH, etc. to take one look at the case and dock me $400 off lens+case resale value. (Hopefully, the refurbished lens wasn't bouncing around the globe in this beat up case, though I don't know that it wasn't.)
Sent Nikon Support an email with photos and requested replacement of the case to match what I sent them, at the very least. Waiting to hear back. Is this what we now can expect from Nikon's (and I expect others') service practices in this crazy supply chain-crippled and short-staffed market? Don't want to be a 'Karen' but don't want to be taken, either. (I do wonder whether Nikon NY/USA looked at the Nebraska return address and saw what looked like an easy mark.) I do appreciate the "tool-not-a-jewel" mind-set, but it is pretty discouraging to take care of my photo gear and find myself in this situation.
Migration to Z-mount is turning out to be a much more expensive and aggravating journey than expected. Thanks for letting me vent my spleen. I plan to update my post as this continues to unfold. I hope Nikon can make this right.
Best to all,
Chris
Based on my experience, good decision.
glsmith9823
Active member
First thing, is to read the fine print of agreement you electronically signed with Nikon.. If there is no mention of "Not recommended to ship hard case",legally you need to have proof the case you shipped, is not the case you received back. One thing I am seeing in reading between the lines, on "parts on back order, delay in shipping" is Blame it on COVID, low staff support, or sitting on a boat in L.A.....& silently there have been staff meetings at high levelks to not worry about the old stuff & sales & marketing are pushing silently for customers to sell off the DSLR & buy the new stuff...wouldn't be the first time this ploy has been used in various industries
Roy
Well-known member
Thanks for the warning.Long time BCG reader, first time poster. Corresponded with Steve privately (THANKS, Steve!) and now sharing my ongoing experience with Nikon USA Service/Repair, at his suggestion. This was an eye-opener for me. Asking members for any additional advice and insights.
Shipped my beloved single-owner 600mm f/4G AF-S VR lens in mint-condition CT-607 hard case to Nikon service for noisy AF (?signs of early AF motor failure, need to replace AF motor) in mid-May 2022. Service order was on "Parts hold" status until a week ago when I was notified that my credit card was billed for Nikon's initial repair estimate (~$800); checked Nikon account and discovered the service order status was updated to "Product replaced". I emailed Nikon Service, asking what *that* meant (?replacement of part vs. entire unit). Very nice Nikon Support staff member confirmed that a replacement AF motor could not be allocated and installed for my original lens within Nikon's set timeframe (?) due to supply chain, and therefore they would be shipping a refurbished lens (different serial #) to replace my original lens. I'm not an NPS member and was never given any option(s) other than swap-out with a refurbished lens (with unknown service/care history).
Refurbished lens looks and works OK but the hard case it was shipped in is broken (one handle is GONE) and beat to heck--a far cry from the like-new original hard case I shipped the lens in for repair. I see a $400+ MSRP for a new Nikon CT-607 hard case. I intend to sell the refurbished lens (service history unknown) and case (such as it is) to MPB, KEH or the like, rather than privately to a local birder friend (who wanted to buy my original lens after repair) since I have no confidence in the lens and am, frankly, embarrassed by the case. From past experience, I fully expect MPB, KEH, etc. to take one look at the case and dock me $400 off lens+case resale value. (Hopefully, the refurbished lens wasn't bouncing around the globe in this beat up case, though I don't know that it wasn't.)
Sent Nikon Support an email with photos and requested replacement of the case to match what I sent them, at the very least. Waiting to hear back. Is this what we now can expect from Nikon's (and I expect others') service practices in this crazy supply chain-crippled and short-staffed market? Don't want to be a 'Karen' but don't want to be taken, either. (I do wonder whether Nikon NY/USA looked at the Nebraska return address and saw what looked like an easy mark.
Migration to Z-mount is turning out to be a much more expensive and aggravating journey than expected. Thanks for letting me vent my spleen. I plan to update my post as this continues to unfold. I hope Nikon can make this right.
Best to all,
Chris
I had to replace the AFS SWM in my 200-600mm f4 lens because it developed a squeak from lack of use.
Now after your experience i'll "exercise" all my long Nikkors before they to start to squeak...
The refurbished lens in this case would be worth far more than $800 ... they are listed on Nikon USA for $8,999.95
StevieJSmall
Well-known member
I’m sorry the result you experienced has been frustrating. I had to send in a brand new Z 9 for repair due to mishandling of my own doing and the repair process went smoothly thankfully.
I say this only because in having to sign the repair estimate agreement, they did spell out that if they can’t repair, they’d replace with equivalent unit. They also spelled out not to ship anything but the unit and remove all accessories, batteries, memory cards and to not ship in original packaging or cases as those would not be returned.
I imagine your repair estimate agreement language would be the same unless for some reason they send different ones out? Not trying to lay blame at your feet necessarily but have you read your agreement language cover to cover as I don’t see you mentioning that in any of your posts?
Also, just wondering, if you weren’t planning on keeping your lens anyhow, in terms of originally planning to sell to a friend but now selling to MPB/KEH because of your feeling on the situation of not being able to trust/verify a lens that was not your original, then why worry about the situation any further outside of the principal of it? It is what it is unfortunately and the “loss” you’re expecting may not be as exaggerated as you think?
Just my 2 cents worth but I do hope you get to a point where you find some level of remediation that’s acceptable.
Good luck!
I say this only because in having to sign the repair estimate agreement, they did spell out that if they can’t repair, they’d replace with equivalent unit. They also spelled out not to ship anything but the unit and remove all accessories, batteries, memory cards and to not ship in original packaging or cases as those would not be returned.
I imagine your repair estimate agreement language would be the same unless for some reason they send different ones out? Not trying to lay blame at your feet necessarily but have you read your agreement language cover to cover as I don’t see you mentioning that in any of your posts?
Also, just wondering, if you weren’t planning on keeping your lens anyhow, in terms of originally planning to sell to a friend but now selling to MPB/KEH because of your feeling on the situation of not being able to trust/verify a lens that was not your original, then why worry about the situation any further outside of the principal of it? It is what it is unfortunately and the “loss” you’re expecting may not be as exaggerated as you think?
Just my 2 cents worth but I do hope you get to a point where you find some level of remediation that’s acceptable.
Good luck!
Thank you now I know of another source .... but confused between Nikon statements to me in the past when dealing with a warranty repair on D850 and APS use of term Authorized
ditto just bookmarked
Only time I had a replacement lens shipped was from Sigma on 60-600 sport that was still in warranty. After 30 days when they could not get even an ETA for the parts Sigma USA shipped me a new lens.
Only time I had to go to battle with Nikon USA was over a damaged behind the glass in front sensor on a D850. I went back and forth on line with Nikon support several times and they were insisting I had damaged the sensor when I could not have done so with out taking the camera apart etc.
It did not get resolved until the dealer I bought it from got back in cell service when he had been in Alaska for 2 weeks and contacted Nikon. I got a call from a Nikon rep in New York saying they were my rep with Nikon and would get things resolved but to give her a few days. The next day she said I should get shipping information that a new D850 was being sent. I did and all went well from there but it was frustrating to have to go to the extra lengths.
Only time I had to go to battle with Nikon USA was over a damaged behind the glass in front sensor on a D850. I went back and forth on line with Nikon support several times and they were insisting I had damaged the sensor when I could not have done so with out taking the camera apart etc.
It did not get resolved until the dealer I bought it from got back in cell service when he had been in Alaska for 2 weeks and contacted Nikon. I got a call from a Nikon rep in New York saying they were my rep with Nikon and would get things resolved but to give her a few days. The next day she said I should get shipping information that a new D850 was being sent. I did and all went well from there but it was frustrating to have to go to the extra lengths.
spamalot1950
Active member
In my experience, letters and appeals to Customer Service units rarely produced the desired result. However, a politely worded, well-documented letter to the CEO (in this case, Nikon-USA's CEO) is usually pretty effective. He (or she) will not want to deal with it personally (CEOs rarely want to hear about problems), but will likely hand the letter to a PA who will be told, "Deal with it!". That order will work its way down the chain of command to Customer Service, and the people there typically respond more quickly to orders from upper management than those from customers. It's just the nature of the business world. Things don't always work out well, but, as first steps go, it is the easiest, least costly, and is often most effective one.
glsmith9823
Active member
A clearly worded letter to Nikon Tech Support Director & CEO/President of Nikon with full documentation of what has/has not occurred, along with intention of a proposed “letter” to be posted on social media, I.e. FB, Twitter, etc.. Major corporations are keenly aware of publics use of electronic pen & how followers read complaints….They are powerless in stopping this type of “black eyes”. Case in point, I purchased a new dishwasher that was installed incorrectly & wiring almost caught fire, I complained via social media with full documentation & had a response within 6 hours, and a replacement dishwasher & check for all incurred expenses within 10 days.
ctmasada
Member
I sent my original lens and trunk to Nikon Inc. Melville, NY for evaluation and possible repair for noisy AF (possible early AF motor failure). Other Nikon Authorized repair stations might have different fine print, policies and procedures--I'll leave that to those more experienced. After I first became aware that my service repair status had been updated from "Parts hold" to "Product replaced" (and by that point my credit card already had been billed and I concluded that shipment of my repaired lens was underway), I contacted Nikon support for further clarification: does "Product replaced" mean replacement of part(s) required for the authorized repair or replacement of entire lens?
I waited for their eventual response and was initially told the lens was "beyond repair" and that "Product replaced" meant replacement/swap of the lens (with new serial #) and not replacement of part(s) required for the originally authorized repair. This was a surprise to me, so I contacted them again and asked whether "beyond repair" actually meant Nikon's inability to source the part(s) required for the originally authorized repair in a "certain" (i.e., Nikon's arbitrary) timeframe. Nikon Support confirmed exactly this in their eventual email response, so I have it in writing. (Also, Nikon's written Invoice Repair received today documents, "REPLACED PRODUCT; SEE NEW SERIAL #; PART DELAY REPLACEMENT")
As I recall, it was only a couple days from that point that the refurbished lens landed at my door via UPS Ground in the heavily used and broken (missing handle) CT-607 trunk. The lens and trunk were well packed, but the condition of the trunk really made me wonder about the performance of the refurbished lens (especially if it had a history of extensive travel in that trunk) and the resale value of the refurb lens+trunk. You (and 1 other previous respondent) make a fair point: I do not have the experience to predict what the difference in resale value might be between a repaired and QC'd lens+original or like-new trunk vs. a refurbished and QC'd lens+heavily used and broken trunk. I might be pleasantly surprised, but I'm not optimistic based on advice I've gotten from trusted sources. I do not recall reading any fine print authorizing Nikon to do a "swap-and-ship" in lieu of repair entirely at their discretion and without my OK or that the trunk (MSPR $418 on Nikon's site) would not be returned to me. If I missed it, that's totally on me, obviously. Nikon Support has not gotten back to me indicating that to be the case, however.
Today, I received a written Invoice Repair from Nikon Inc., Melville, NY by USPS: "REPLACED PRODUCT; SEE NEW SERIAL #; PART DELAY REPLACEMENT". I am unable to establish whether or not Nikon recommended shipping lens for repair in its CT-607 trunk. I do not recall reading trunk shipment recommendations when I electronically signed off on the initial repair authorization. Other respondents in this thread have gotten different guidance on whether or not to ship lenses for repair in trunks--unclear whether they were working with Melville, NY or other repair stations. I have yet to hear back from Nikon Support in response to emails listing my specific concerns and request for a like-new trunk matching what I sent in. Unfortunately, I do not have photos of the trunk that I shipped--another lesson learned.
At the end of the day, I'm an amateur, grateful that I will not lose my livelihood or home over this. Barring an unexpected response from Nikon Support, I am resigned to accepting the refurbished lens and hoping Nikon will do the right thing and replace the broken CT-607 with a like-new case. I could ship lens+trunk to MPB (free) and see what return I could get, if Nikon Support remains unresponsive. Pretty much running on fumes with all this. Sharing so others can hopefully avoid my missteps.
Grateful to receive a new contact (APS, Morton Grove, IL) for future repair services.
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ctmasada
Member
Thanks. Much appreciated--I may give this a try.
O
Well-known member
My 300 2.8 VR II is waiting 3 months now with an ETA of late August for a new motor, my lens squeals its head of when focusing, i couldn't be with out it anymore so i picked it up and still use it till the part comes in, apparently their is quite a list of other waiting for focus motors.
It seems to be the lube dries out, often from being stored in a cold place with lack of use.
I did have it sitting on the shelf for about 12 months not used which did it in, i tried every trick and tail and it is unchanged, i hope a few hot days on the beach doing surfing photography may free it up ?
I now use every lens for a few moment each month, and a recharge batteries that haven't been used for a while .........
It seems to be the lube dries out, often from being stored in a cold place with lack of use.
I did have it sitting on the shelf for about 12 months not used which did it in, i tried every trick and tail and it is unchanged, i hope a few hot days on the beach doing surfing photography may free it up ?
I now use every lens for a few moment each month, and a recharge batteries that haven't been used for a while .........
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