O
Well-known member
Sorry to hear of your experience, being small and personal here in Sydney Nikon has been flawless and stella with their service, in this case of mine just waiting for the part which seems to be a shame.
Nikon USA Service: A Cautionary Tale
- Thread starter ctmasada
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ctmasada
Member
Scott Keys (SKeysImages.com) recently related an incident--maybe you saw it--where a friend received a new but defective Z9 (large gap in memory card door) through B&H. She was told by Nikon Support that they would repair it for free but she would need to pay for shipping. This got escalated up the chain at Nikon Support, but Nikon ultimately still refused to pay for shipping. She then reached out to B&H who, within a matter of hours, provided a free shipping label to their customer. Credit B&H. I agree with Mr. Keys that Nikon's approach (not limited to older F-mount gear, apparently) is probably not the best way to build customer loyalty.
ctmasada
Member
My lens is (was) the older 600mm f/4G, not the newer 600mm f/4E. Bought the 600mm f/4G new in 2009 for $9,999.95 and have enjoyed years of excellent, reliable performance. I did not upgrade to the 600mm f/4E.
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ctmasada
Member
P.S.: I see MPB is selling a used Nikon AF-S Nikkor 600mm f/4G IF-ED VR / in 'Good" condition for $4,649 (condition of the included CT-607 case is not described). I don't know what they would give me for the refurb lens+broken case I now have. (As previously noted, Nikon Inc. currently lists $418 MSRP for the CT-607 trunk case.)
I agree with you that it would be harder to complain about paying $800 for a refurbished 600mm f/4E!
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Nikon seriously needs to reevaluate its customer service policies and completely revamp their approach. Their current attitude seems to be “screw the clients” they will put up with anything based on brand loyalty. In this new mirrorless age, and Sony’s advances in this area, Nikon is likely sorely mistaken.
With respect to @spamalot1950 ‘s comment above, I agree, if upper management has taken an interest and sent it down to customer service with words to the affect “make this right.” But my experience in the corporate and governmental domain suggests that usually some secretary just forwards the letter down to customer service without comment and the agony continues. In the end it’s all about a company’s culture and it’s attitude towards its clientele. In Nikon’s case they frequently require a kick in the pants and the threat of further action to get them to do the right thing. I love their equipment and still buy despite their apparent “screw the client” attitude, but I do Not use Nikon repair and service facilities, especially Melville, but rather use authorized independent facilities that treat me and my needs with respect.
ctmasada
Member
ctmasada
Member
I previously told Nikon Support that I was reaching out to my community of nature and wildlife photographers to share my service experience to-date. I will update them that this thread has been viewed 2,000+ times.
Try not to lose patience and keep pushing on them until you get some type of personal response. Btu having said that, I suspect that Nikon is experiencing the same issue that so many companies or organizations are with limited staffing and an uncertain supply chain. I am not defending Nikon, because I am not a big fan of their customer support model, but every company or organization that I am dealing with is short staffed and weeks, if not months, out before they can provide service, including where I work. I agree with the comment above about why Nikon did not just take the AF motor from the refurbished lens and put it into the OP's, but I suspect that if they are short handed, and refurbishing happens elsewhere, then they may be discouraged. It is not an excuse, but it may be what things are like in their repair department these days. Still, they did not do a good job of communicating with the OP, and I believe they do need to do right by him.
--Ken
This is the same level of customer support that turned Nikon from the leading line of photography equipment at sports venues into an also ran. I remember several local pros and supporting employers who were very pleased with Nikon's support being confronted with a big change, in the negative direction, back in the 1980s time frame. (If I remember properly.)
There was a lot of Nikon gear traded in for other brands as a result. Nikon has never recovered what they had beforehand.
Fortunately for me, when I needed work on my D750, it had already been recalled. What I got in service from Nikon USA at that time far exceeded what was either required or expected. On the opposite side is my experience with purchasing refurbished Nikon gear, which I will refrain from doing until there is absolutely no other option for me.
Don't get me wrong, though; I'm not saying that Nikon is the only company providing poor customer service. Plenty of other brands are giving them competition.
ctmasada
Member
Thanks, Ken. I appreciate your kind reply and encouragement. I agree entirely with your comments and previously acknowledged the supply chain and staffing issues that countless companies now face across many industries.
The refurbished price I quoted on Nikon is for the 4/G https://www.nikonusa.com/en/nikon-p.../af-s-nikkor-600mm-f4g-ed-vr-refurbished.html
Yes, you did acknowledge this issues. I am just hoping that others take that into account as well as they offer help/support/suggestions. Still not an excuse, but it does give some additional context to your situation.
--Ken
ctmasada
Member
Thanks, Ken. Sincere apologies for doubting your earlier post. I thought I had done my homework figuring out what I might reasonably expect for lens resale value, and I failed to check the Nikon Inc. webpage. I almost always buy from Adorama or B&H, not directly from Nikon.
Based on the link you've shared, I will reconsider my expectations of Nikon Service and reevaluate my expectations for resale value, as I continue to wait for a reply to my emails from Nikon Support. Who knows, maybe this will help me negotiate a fair price when I sell to MPB, KEH, etc. Couldn't hurt.
That said, I have to wonder how many refurb units Nikon will sell at their MSRP price, when I see the lens ("excellent+" to "excellent") selling elsewhere for quite a bit less. https://www.keh.com/shop/nikon-600mm-f-4g-ed-vr-afs-nikkor-telephoto-lens.html
Nikon's MSRP for a refurbished 600mm f/4G seems more in line with what I see 'Used, Very Good' 600mm f/4E listing for. https://www.adorama.com/us1549030.h...JY2_D_BwE&gclsrc=aw.ds&utm_source=adl-gbase-p
Months ago when I asked MPB for a virtual value estimate for my original lens (which I reported as in 'Good' condition--but more like 'Very Good' to lower end of 'Excellent" as I look around now), they came back with a quote of $3,085.00. I pointed out to the MPB rep that they were selling this lens in 'Good' condition for $4,679.00. (Quite a mark-up, I thought, but they do provide a service.) Nikon's MSRP of $418 for the CT-607 trunk would have been a bigger chunk of what I was initially expecting in terms of resale of my repaired lens+trunk.
I was really caught off-guard by Nikon's Product replacement (refurbished lens) and alarmed by the state of trunk (broken) they sent. Further frustrated by Nikon Support's lack of transparency and direct communication.
In the end, is this really shabby service and support or a windfall for which I should be grateful? That's why I reached out to Steve and BCG forums. I'm grateful to everyone for their opinions and support.
I hope Nikon's refurb process with QC and warranty will deliver more resale value in the marketplace than I'm expecting. Will report back.
Best, Chris
Based on the link you've shared, I will reconsider my expectations of Nikon Service and reevaluate my expectations for resale value, as I continue to wait for a reply to my emails from Nikon Support. Who knows, maybe this will help me negotiate a fair price when I sell to MPB, KEH, etc. Couldn't hurt.
That said, I have to wonder how many refurb units Nikon will sell at their MSRP price, when I see the lens ("excellent+" to "excellent") selling elsewhere for quite a bit less. https://www.keh.com/shop/nikon-600mm-f-4g-ed-vr-afs-nikkor-telephoto-lens.html
Nikon's MSRP for a refurbished 600mm f/4G seems more in line with what I see 'Used, Very Good' 600mm f/4E listing for. https://www.adorama.com/us1549030.h...JY2_D_BwE&gclsrc=aw.ds&utm_source=adl-gbase-p
Months ago when I asked MPB for a virtual value estimate for my original lens (which I reported as in 'Good' condition--but more like 'Very Good' to lower end of 'Excellent" as I look around now), they came back with a quote of $3,085.00. I pointed out to the MPB rep that they were selling this lens in 'Good' condition for $4,679.00. (Quite a mark-up, I thought, but they do provide a service.) Nikon's MSRP of $418 for the CT-607 trunk would have been a bigger chunk of what I was initially expecting in terms of resale of my repaired lens+trunk.
I was really caught off-guard by Nikon's Product replacement (refurbished lens) and alarmed by the state of trunk (broken) they sent. Further frustrated by Nikon Support's lack of transparency and direct communication.
In the end, is this really shabby service and support or a windfall for which I should be grateful? That's why I reached out to Steve and BCG forums. I'm grateful to everyone for their opinions and support.
I hope Nikon's refurb process with QC and warranty will deliver more resale value in the marketplace than I'm expecting. Will report back.
Best, Chris
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Good Luck on getting at least the hard lens case issue resolved.
Irony given this thread the only refurbished lens I bought was a Nikkor 600 f/4 E from Nikon USA when it suddenly popped up on their web page at the same time they had a 10% off sale on all refurbished stuff, so with free freight and no sales tax I jumped on it and it was superb, it came without the monopod foot but Steve Perry and others said they never used it and Nikon's only recourse was for them to send me an RMA to return for a refund. To good a value to do that. The rest of the story is I sold the 600 f/4 E to MPB and they paid exactly what they said they would and it was more than a $1,000 over what B&H, KEH, Roberts or others offered. KEH was the lowest offer.
I used to buy a lot of stuff from B&H if I could not get stuff from local brick and mortar store. I also sold stuff to B&H but it takes a lot more time to get paid and they have not been competitive with MPB on price in the last year.
The brick and mortar stgore in Boise closed and the other one in Idaho is a great full line Nikon, Sony and Canon but is a 5 hour drive at 80 mph and no stops in good weather and they do not sell on line and over the phone has been off and on because of people ripping them off. They are also not available 24/7 when I need to move fast to get set for NPS priority delivery etc..
So as things like the Z9 etc. got hard to get I switched to smaller brick and mortar stores with on line sales. I found one in CA that gets me stuff fast, no sales tax and free shipping and just in general has been good to work with. That is how I got a Z800 PF in my hands on 5-1-22.
ctmasada
Member
Thanks again, Ken. Much appreciated. I'm glad you got the Z800 PF so quickly! Bet you're having a blast.
Flyboy
Active member
My first experience with Nikon service was unfortunate. I was talking with the rep, and rolled my chair ober my puppy's leg! I was horrified, and shouted :"Oh. NO!" The rep must not have liked my apology and explanaation, so when he gave me the sddtess to dend the lens in,, he gave me the Long Beach address, and the New York zip code! Took about a month and another tech to find the lens, and I still don't know what if anything they did to service my lens. My next experience was a CLA on my camera. Went smoothly and quick!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
O
Well-known member
Nikon Cut staff in the USA didn't they
FWIW.....After another request for update, I am told the part to repair my lens is forecast for Sept 23...... It's only been 3.5 months so far waiting for the part.....
Fingers crossed!
Wes Peterson
Well-known member
is that sept 23rd? or sept 2023? lol
Warren D
Well-known member
Ok, but what year?
O
Well-known member
What were the cuts or changes they made to NPS in the USA, or did i read more fake news...from my inbox.
I have been waiting for a motor for my 300 2.8 since March, i get given an ETA each time i ring up, then nothing arrives.
I got told for the 5th time it will arrive now 31/8 cleared in customs by the 4th of September, still nothing............
Covid and container costs and availability in this case is rubbish, they can always ship consolidated freight or air freight.
I can order a lens or camera from Hong Kong or Japan and its here in 3 to 4 days, these box shifters all work on very very low margins yet they can perform profitably and efficiently.
Ok an assumption, a) there external supplier is no longer on point, or internal production capacity is prioritizing to meet new order needs that are super profitable, Hence parts demand like exotic motors can wait.
Only an opinion
I don't know what you were referring to. They did make some changes in staffing of Nikon reps during Covid. They eliminated a college program because students were not in school and there was nothing to do. They also cut participation in conferences because there were no conferences and because of Covid restrictions on how gear could be handled. They made some other changes at the same time including reductions in staffing for retail channels geared to entry level, consumer cameras, and Coolpix. All of those products had major declines in volume across the industry and were not in Nikon's longer term strategic plan.
Nikon stated they were realigning their cost structure to make money at lower industry volumes. They did that over 2018-2020.
I believe NPS was restructured as well. From my perspective, I'm seeing a lot more NPS support now than I did prior to 2020. The periodic NPS only webinars have been excellent.
If they are selling fewer consumer cameras, there certainly would be changes in repair and support needs. Refurbishing consumer cameras was a significant amount of work. Nikon and Canon have support handled internally so industry volume changes translate to changes in staffing.
O
Well-known member
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