Nikon Inc.

Review: Nikon has issued a “Technical Service Advisory” for all Nikon D600 DSLR camera affected by the dust particles on the sensor. This service, deemed a customer-service measure by Nikon (not to be confused with recall, I assume) states that, “Nikon is making available to all owners of D600 cameras (even if Nikon’s product warranty has expired) this customer-service measure, which includes the inspection, cleaning and replacement of the shutter assembly and related parts of your camera, FREE OF CHARGE as well as the cost of shipping D600 cameras to Nikon and their return to customers.” Nikon was hit with a class action complaint. The lawsuit accuses Nikon of a breach of extended warranty, a breach of implied warranty, and 7 other complaints. Nikon provided everyone on the lawsuit new camera. If you did not sue you only get repairs. I was forced to get a repair even though I have sustained major dismissed value as Nikon brought a new model with a fix and left us holding the bag. After a repair for the defect they returned my camera missing parts, more problems and issues than it went in for. Nikon response is there is no issue. Yes missing parts. So they wanted to return a 2000.00 camera body that has or had not been repaired. But 3 experience people reviewed a diopter to adjust for eyesight and it was not return no functioning. Nikon had the gall to say no issue we will return. To add insult to injury they sent instructions on how to use the little wheel. So they are either repairing again and or not telling the truth. I want a replacement or my money back. Why should Nikon only want to take care of you if you sued them. The camera was also pulled from the China market by the China government, class action lawsuit Nikon lost, and diminished value. Not to mention a camera which is current working still sitting in Nikon.Desired Settlement: Exchange as they did with the class action lawsuit. Or provide my money back. Seems you sue, they will take care of you.

Business

Response:

[redacted] has been communicating with Nikon Customer Relations. His camera was sent to Nikon 2/**/16 for the D600 Technical Service Advisory and was serviced. As per the TSA should he have any further issues he should provide sample images for evaluation.On 3/*/16 the camera was once again sent in for service for non-TSA related issues. Service and senior members of Customer Relations checked the camera and have found it to be working within Nikon standards. The camera was shipped back to the customer on 3/*/16.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This action to the Revdex.com concerns deceptive marketing of and a defect in the shutter mechanism of the “pro-level” Nikon D600 camera (“D600”), which ruins photographs with consistent and pervasive oil and dust spotting. Nikons failure to properly advertise the D600 and/or take responsibility for the defect and fully repair or replace the Nikon D600, such that it may be used for its most basic and warranted purpose has left me damaged and loss of memories and loss of value. Nikon has shown the shutter cannot be repaired permanently resulted in damage to myself.February 20, 2013In response to voluminous consumer complaints, Nikon attempted to mislead consumers into believing that the D600 was not defective. Nikon told complaining customers, including in a February 20, 2013 Service Advisory, that the problem was simply a result of a “natural accumulation of dust” affecting “some cameras” in “rare instances,” and that if the problem persists, the camera should be sent (at the consumer’s expense) to be serviced for an indefinite period. Consumers report that even after being serviced, however, the problem continued. The Nikon Service Advisory to the public addressing the much publicized D600 oil and dust spotting problem. Unfortunately, in it, Nikon stated: (1) that only “some D600 users have reported the appearance of random spots on their images”; (2) that spotting was “generally attributed to the natural accumulation of dust”; and (3) that noticeable spotting was only an issue in “rare cases.”March 25, 2013The complete text of the advisory, which was updated on March 25, 2013, stated: Thank you for choosing Nikon for your photographic needs. Some D600 users have reported the appearance of random spots on their images which are generally attributed to the natural accumulation of dust. While understanding that dust will occur over time, and steps may be taken to reduce the occurrence, the complete elimination of these dust spots may sometimes be difficult.It has come to our attention that, in some rare cases, they may be reflected noticeably in images and removal may be difficult using normal measures. Therefore, Nikon is informing users of a service to reduce this issue.Resolution: Resolution: As a first step, please follow the guidance from the D600 User's Manual (pages 301-305) related to the Clean Image Sensor function and manual cleaning using a blower bulb. If these measures do not remove all dust particles and you are still experiencing problems, then please consult your nearest Nikon service center. The technicians will examine the camera thoroughly, and service it as needed.The advisory failed to inform the public that the D600 harbored a serious, material defect in the shutter mechanism, which consistently and repeatedly splattered oil and dust onto the image sensor, resulting in the poor picture quality experienced by customers. Nikons advisory expressly misled consumers into believing the accumulation of dust and oil was not the result of a defective product, but was rather a routine maintenance or user-error issue, and that the camera simply needed to be cleaned. In fact, simple cleaning and maintenance could not remedy the fundamental product defect. Relying on this misrepresentation, I and most people never did not immediately seek repair or replacement of their defective cameras.Importantly, despite refusing to publicly acknowledge any defects in the D600, Nikon released a replacement Nikon D610 (“D610”) model on October 8, 2013, only a year after the D600 release. This was a much more rapid release cycle than has been typical of Nikon’s camera releases to date. The D600’s apparent predecessors, the Nikon D3X, D3, D3S, D4, D4S, D700, D800, D100, D300, and D300S were all on the market for at least two years, and often more, before updated models were released.Moreover, immediately after the D610 release, Defendant officially discontinued the D600 model, on or about October 25, 2013.Upon information and belief, the material difference between the D600 and D610 model is a non-defective shutter mechanism, which eliminated the dust and oil spotting defect inherent in the D600.The D600 defect has caused significant damage to myself and consumers across the country in the form of, among other things, a product that does not perform the basic functions for which it was designed, a product that does not meet the quality standards for which it was promoted, repairs and/or cleaning the image sensor, shipping costs expended for servicing by Nikon, and a drastic depreciation in value after the release of the nearly identical D610.The Nikon D600 failed to live up to these representations and warranties. Additionally, Nikon’s website touted the purported professional quality photographs one could take with the D600 showing numerous examples of pictures purportedly taken with the camera. In fact, as described above, the D600 produces images consistently ruined by oil and dust spotting; rendering it unable to perform properly its most basic warranted and represented purpose.All Nikon D600 cameras contain the defect complained of herein. The only way for a solution was to replace the camera with a new model with a new shutter. The D-610.I chose the D600 in reliance on advertisements, testimonials, and other marketing materials touting the D600’s cutting edge technology, durable construction, and most importantly, its superior and professional picture quality. Plaintiff Hill would not have purchased the D600 if he had known that Nikon’s representations concerning he D600’s picture quality were false.I learned that the problem still remains even for those who had their D600 cameras serviced by Nikon. Nikon settled a class action law suit Case3:14-cv-00764-LB Document1 Filed02/19/14.I entitled to a camera that operates and functions as represented and warranted and free from this issue in the foreseeable future. Nikon replaced cameras for those in the class action law suit. There is no permanent fix other than replacement. Nikon is aware of this and settled the suit above. Those who do not sue Nikon only keep getting repairs when Nikon knows there is no permanent fix except replacement with a new model.I have suffered injury due to the misconduct described herein. I now own a D600 that has been significantly diminished in value, and cannot perform the basic function for which it was purchased reliability for the foreseeable future. I have spent considerable time attempting to clean the image sensor manually, now need to spend 100’s of hours to manually retouching images with photo-editing software.Nikons warranty policy states that any “Nikon Digital Imaging Product is warranted by Nikon, Inc. to be free from defects in material and workmanship for one (1) year from the date of purchase. During this period if this product is found to be defective in material or workmanship, Nikon Inc., or one of its authorized service facilities will at its option, either repair or replace this Product without charge….”The D600 was defective, and delivered to consumers as such was determined. Therefore, it was defective immediately upon purchase when it left the exclusive control of Nikon, and Nikon breached its express and implied warranties for me and all D-600 consumers. Nikon knowing and actively concealed and denied this defect.Nikon resolved the law suit by doing the following: “As a result of your involvement in the Nikon D600 camera lawsuit, Nikon has offered to immediately provide you with a new D610 camera in exchange for settling your individual claim.” If we were not part of that law suit Nikon will continue to service your camera with another defective shutter. We are we treated differently than those that sue? Nikon will not even answer.In consumer law there is a principle known as "diminished value." This comes up most often with automobiles, but is just means that someone has "fixed" something for you and yet left it in an undeniably less valuable state than before. Whether it's a previously wrecked and subsequently repaired automobile or a D600 with a defective shutter. This decrease in value is legally owed by the party that did the damage to the party who suffered the damage. It is this diminished value that Nikon clearly owes to me or anyone whose item they have abused. In my case that damage is the unknown when it will have to be serviced again, not if. Because that damage is difficult to measure in dollars, the only two obvious/reasonable choices are to either demand they buy back the camera or demand a replacement model.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

A customer service representative contacted [redacted] by phone on 3/**/16 and offered a resolution. This customer appears to be satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This is not an old case to reopen this is yet another new case with Nikon INC

Sent lens in for light drop in light weight bag drop damage, I reported it as that and that it had focus issues and back element was loose and could move.

Sent to nikon for repair

got quote, 402.19

paid for repair

Got lens back, not fixed, rear element loose as it was

sent back to nikon for re repair

got quote for 0 dollars as its a re repair

got lens back, still broken, lens still loose,

I called nikon and talk to someone higher up, sent lens in but with video showing issue

promised the lens would be fixed by girl at customer support and customer experiance.

got lens back and still not good, lens is a little tighter on the back element but movement is still felt, did another video

Filed a formal complaint with NCDOJ consumer protection division

called to talk to [redacted] called me back, I was polite, but not once was an apology given

he instead stated that it always left them working correctly

that it was my fault that I was tapping the lens with my finger to show them the movement and damage that caused the damage. not the case, this element in the back, is not meant to be moving at all, ever!

** stated to send it in and keep sending it in, not even caring that I use this for business, it seems Nikon does not care about anyone that puts their money into Nikon to use with their business.Desired Settlement: I am stating a replacement as its plain and clear that Nikon cannot fix my lens as they have had it three times and sent it to me not working right each time but then insist that it worked perfect for them. I have all documentation and video to prove it all.

If nikon cannot fix this, they need to replace it with like and with cover long enough as my lens was in perfect condition before it got damaged and nikon charged me to fix it.

Business

Response:

Customer sent lens in to Nikon for service which we accomplished and returned to him working and within Nikon standards. [redacted] then provided a video of himself “testing” the lens by pressing, striking and using the lens in a manner which likely caused the damage he is reporting. We advised him not to treat the lens as he demonstrated and refused his request to refund the service costs. The Revdex.com is welcome to view the video showing [redacted] testing the lens in an in inappropriate manner.

If the customer would like the lens repaired again he would be subject to any fees once the lens has been estimated by a technician.

Review: I sent a lens in for repairs along with my camera body. The camera body service is being completed as it should be done. Nikon USA refused to work on my lens because it was imported. They then wasted nearly 2 hours of my time on the phone and a week of valuable work time at my small business without my lens. The repairs I requested were cosmetic to the outside of the lens. I needed the rubber focus/zoom grips replaced because they were sagging from use. They requested proof of purchase before they would work on it, so they would know where it came from. I had already alerted them the original box I purchased from BH Photo in NY said Made in Japan. I hunted up my receipt from 4 years ago. Then uploaded it to their system. That wasn't good enough because it only said imported. I then called BH Photo in NY to request a different POP but they could not provide one. I then submitted a photo of my original box that said where it was made. I waited about 20 mins on hold talk to a supervisor before being disconnected as soon as he said hello. Once I got him back on the phone, he gave me the same line over and over...unfortunately we can't work on the lens without the POP showing proof of origin. I then requested reimbursement for shipping costs that were $80. I submitted my receipts for that cost. I then received notification now 3 days later that,"[redacted] via Email 07/**/2015 10:53 AM

Hello [redacted],

I have heard back and we will not be able to reimburse the shipping as the warranty does state that shipping is the responsibility of the customer. I am sorry for the inconvenience."

My lens is not under warrenty. I shipped it there for service. I was going to pay for any repairs. I followed the instructions for service on their website:

How do I get my Nikon product repaired?

Answer ID [redacted]|Published 10/**/2002 09:42 AM|Updated 06/**/2015 08:43 AM

Question: How do I get my Nikon product repaired?

Nikon Service

For Nikon Service, please click the link below to Schedule a Repair and follow the directions to complete the information requested.

Completing this information will help assure that your contact details, shipping address and problem description are accurate.

It also allows you to print an address label to attach to your package as well as provide a second copy for you to keep as a reference.

The service approval will require you to pre-authorize the costs (for non-warranty repairs only) based on your input to the issue you are having with your Nikon product.

This is done to expedite the repair process. If the costs are different from what you initially pre-authorized, we will advise you.

If sending in within the warranty period and your product is found to have a non-warranty covered issue, we will provide details of our findings and a service estimate for your approval before we begin repair. We require a photocopy of your proof of purchase for service. Please include a photocopy of the receipt even if the problem is not a warranty issue or the product is beyond the warranty period.

Click here to Schedule a Repair now

There is no need to call in advance for any approval or authorization. Once received and logged in, we will send you a confirmation of our initial evaluation. Please provide your email address and the information will be emailed to you as soon as the product(s) are logged into our service system.

....

How to Ship Your Product to Nikon Service:

We recommend using a shipping company, like [redacted], that provides a tracking number.

Please secure the product in a shipping box with 2-3 inches of packing material surrounding the product.

We do not need to receive accessories, like batteries or battery chargers or memory cards - unless they help us evaluate the product’s issue. (CD's or DVD's with unedited image samples are helpful if they help illustrate the problem.)

We recommend insuring the product for replacement value.

I am very disappointed and dissatisfied in the customer service I received trying to get my lens fixed. Not only did they waste my time, they wasted the time going back back and forth after I had told them all the information and sent in the documents showing proof of purchase when they could have made the simple repair. I have now been without my lens and I will be without it for more time because I am going to have to find someone who will actually do what they say they will do to get it repaired.Desired Settlement: I would have liked to have had my lens fixed and had good customer service. Now I at least want the refund for all my shipping costs. I am a small business owner and I was not treated to any service.

Business

Response:

This product was not imported into the U.S. by Nikon Inc. It was noted on the receipt provided by B&H Photo to the customer that this was an imported lens.As per B&H Photo (and clearly stated on their website) the repair and warranty is through B&H Photo and not the manufacturer.Nikon policy regarding shipping is that it is the responsibility of the customer to pay shipping into Nikon for a repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I don't accept that answer because I followed the instructions below located on Nikon USA website to submit my lens. [redacted] It is one of the main answers on their main service and support website that misled me. I love Nikon and their products, but I do not like being taken advantage of by following their website instructions, then not getting repairs and being out of money for no reason. I was unaware of any difference between my lens that would cause Nikon to not work on it due to it being a "grey market" lens. I had never even heard of that until I had already spent the money to ship my lens for repairs. No where in their knowledge base answer below did it even suggest my lens wouldn't be worked on and I would be out the money for shipping and the time without my lens (which I still haven't received back un-repaired).How do I get my Nikon product repaired?Answer ID [redacted]|Published 10/**/2002 09:42 AM|Updated 06/**/2015 08:43 AMQuestion: How do I get my Nikon product repaired?Nikon Service For Nikon Service, please click the link below to Schedule a Repair and follow the directions to complete the information requested. Completing this information will help assure that your contact details, shipping address and problem description are accurate. It also allows you to print an address label to attach to your package as well as provide a second copy for you to keep as a reference.The service approval will require you to pre-authorize the costs (for non-warranty repairs only) based on your input to the issue you are having with your Nikon product. This is done to expedite the repair process. If the costs are different from what you initially pre-authorized, we will advise you.If sending in within the warranty period and your product is found to have a non-warranty covered issue, we will provide details of our findings and a service estimate for your approval before we begin repair. We require a photocopy of your proof of purchase for service. Please include a photocopy of the receipt even if the problem is not a warranty issue or the product is beyond the warranty period.Click here to Schedule a Repair nowThere is no need to call in advance for any approval or authorization. Once received and logged in, we will send you a confirmation of our initial evaluation. Please provide your email address and the information will be emailed to you as soon as the product(s) are logged into our service system.....How to Ship Your Product to Nikon Service:We recommend using a shipping company, like [redacted], that provides a tracking number.Please secure the product in a shipping box with 2-3 inches of packing material surrounding the product.We do not need to receive accessories, like batteries or battery chargers or memory cards - unless they help us evaluate the product’s issue. (CD's or DVD's with unedited image samples are helpful if they help illustrate the problem.)We recommend insuring the product for replacement value. IMPORTANT NOTE : Please do not ship in the original display box (It will not be returned). Use a shipping box that provides better protection...If you prefer to drop off your Nikon product in person at our facilities, please click the button below for our locations:

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer's lens was shipped back to him on 7/*/15 and scheduled to arrive 7/**/15 by end of day. A tracking number has been provided via email. As previously mentioned, the repair and warranty for this imported lens is through B&H Photo and not Nikon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As previously mentioned, my lens wasn't under any warranty, I sent it in for repairs AFTER following instructions on Nikon USA website which DID NOT alert me to any "grey market" or "import" exemptions where my lens would not be serviced. I freely admit I knew no difference between grey market and Nikon USA products. Instead, I'm out $80 for shipping, have no repairs, will be without my lens for 2 weeks by the time I receive it back...not to mention the time I will lose shipping it again to someone who will hopefully fix it as advertised. I would have no problems paying for shipping had repairs actually been completed. I was misled by their website into thinking that my repairs would happen if I sent my lens in...(they will say I shouldn't have sent my lens in because it was grey market...and I did not know that until they told me they wouldn't fix it) and even though they have a legal disclaimer some where, they cannot argue that this should be understood by every consumer. They have shown multiple times now they do not care to help me out...a long time nikon customer. Through this I have learned they do not care that I didn't know the difference between a grey market camera, they would rather state their official response over and over and just waste time, rather than helping me. I am a small town photographer and I recently had a client who accidentally printed a large photo without checking the crop...guess what, he contacted me and he was [redacted]et. Even though this mistake was made by him, I took care of him and spent my own money to fix the issue for him. I did not have to do that but that's good customer service. I have not received good customer service from Nikon.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In February 2013 I purchased a NikonD600. Since then it has had numerous problems & has needed repair on several occasions. The last time I sent it in for repair Nikon agreed to fix it for free. 3 days after there estimate they sent me an invoice for $630. 20, citing that they had discovered more problems that need to be addressed & that it was not covered under warranty. None of the problems were mentioned in their 1st estimate nor when it was repaired 3 months earlier. This camera has serious problems that has been well documented & Nikon even lost a class action lawsuit that was filled by multiple unsatisfied D600 users. I just wanted my camera repair for a fair price, but instead they seems to create false repairs.

Business

Response:

Customer's camera was repaired at no-charge. Camera was delivered UPS on 8/**/14 at 12:51 p.m. EST. An email was sent to customer as well stating this resolution for his issue.

Consumer

Response:

They half way repaired the camera.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is almost satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am writing to you tonight hoping you can help me in getting Nikon USA to stand behind a defective camera I have. It was one of the first production D800 models and I got it in June 2012. This is a very expensive professional camera body that I have only used a few times and Nikon can verify that it has very little use by getting it out of the camera’s computer. At the time this camera was produced they were months on backorder status and I suspect they let some quality control issues slip by so they could fill their orders.

I first noticed the error popping up when ever I tried to take pictures back in late Oct. At the time I didn’t know if it was the camera or the lens causing the issue, just that I would get ERR on the screen. A few weeks later I tried it again with a different lens so I figured the issue was with the camera body and not the lens. On Dec **, 2013 I took the camera to Southern Photo Tech (an AUTHORIZED Nikon service center) located in [redacted], NC and reproduced the issue for the tech in the store. He took the camera in the back and came back a few minutes later and told me that the problem was defiantly in the camera body as he reproduced the same problem in the back without any lens on the camera. He said it was a sequential error and since the camera was barely out of warranty and used so little that I send it back to Nikon and he thought they would repair the camera and send it back free of charge. I asked if he could send it back for me and he charged me $15 box and send it back.

About a week later they called me and told me that Nikon wanted me to send them a lens. I told the lady that I could do that but the problem has happened on a couple of my lenses and I have not tried every lens in my inventory to see if I had an issue with any of the others. I told her that her tech reproduced the problem without a lens and the problem was in the body. A couple of weeks after that I called again and I spoke with the tech and he said he had a conversation with Nikon in [redacted] and told them he reproduced the problem without a lens in his shop and I had the issue with a couple different lenses.

Well today I get a call that Nikon sent the camera back AS IS and they couldn’t find a problem. I find this highly disturbing and I feel like they must not have put much effort in trying to find a problem as I had a problem the last 2 times I tried to use the camera. I don’t use any of my equipment very much and the few times I do use it I would expect it to work. This camera body cost me $3000 new and that is without a lens. It hasn’t been used but a few times and it sits in the case most of the time along with the rest of my equipment. I feel like I have a defective camera and I am highly disappointed that Nikon refuses to stand behind it. I have thousands of dollar worth of their equipment and I would expect a $3000 camera to work the few times a year I get out to use it. Now I am stuck with an expensive piece of equipment that I can’t rely on.

Any assistance you can offer me would be highly appreciated.

Thanks

[redacted]Desired Settlement: I expect Nikon to either repair or replace this barely used defective product. To send it back "as is" is totally unacceptable.

Business

Response:

Nikon received this customer's camera through the dealer they delivered it to. We tested it and could find no fault in the camera but suspect it could be related to an issue with the lens/body combination and asked for the customer's lens so we could test them together. The customer refused to send the lens and we returned the camera body "No Problem Found" to the repair shop.

Review: We purchased a Coolpix AW110 camera from a local Costco store. On the box it states "shock proof 6.6 ft.". Camera fell 3 ft. from truck seat onto ground and the screen viewfinder cracked. Upon checking with Nikon's customer service department to send the camera to Precision Camera Repair. We received notification from Precision Camera repair a short time later that the warranty would not cover the damage to the camera. We questioned this because of the statement on the camera box of it being "shock proof 6.6 ft.". Precision Camera said they do not make the determination of the warranty and that we would need to check with Nikon. Ucpon checking with Nikon the respresentative told us that they do not make the determination, but Precision Camera does. Over the telephone, Nikon could not give us an explanation of the difference between "shock proof" and "impact damage". We were told by Nikon that if we wanted to know more about the warranty we needed to first purchase the camera and then download the warranty information off of their website. We explained to them that is a little backwards because they falsely advertise on their box items that are covered to encourage you to purchase the camera, but then after you own the camera you need to read further on their website to find out the full warranty information.Desired Settlement: We would like the camera repaired per the advertisement listed on the box of the camera we originally purchased.

Business

Response:

For good customer relations we have comped the repair for this customer and he has been notfied by email and phone.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. We have not received the repaired camera back yet, but we are assuming that Nikon will follow through and we will receive it soon.

Sincerely,

Review: I purchased a NIKON camera from Walmart. After a couple months, the camera started shutting off after each picture I would take. New batteries did not fix the issue. I was not able to return the item to Walmart because it was past their return policy date. When I contacted the company, they stated they would either fix the camera or send a new one, but I would have to pay to have it shipped. I do not want the camer fixed since it is defective. I would like it replaced with a new one. Also, I should not have to pay for shipping.Desired Settlement: I wish to have a refund of my money. This is the second NIKON camera I have bought and both cameras I have been unhappy with. I wanted to give the NIKON brand a second try but regret that decision.

Business

Response:

Nikon regrets that this customer has to send her camera in for service but we do not offer refunds or upgrades. Shipping charges are to be paid by customer according to Nikon policy. We welcome the opportunity to assist.

Review: I ordered a $28 tripod collar screw for my Nikon 70-200mm lens. I accepted the terms of the purchase (no exchanges and no returns) because I had not choice - I cannot buy this part anywhere else, as Nikon doesn't have retailers for parts in the USA. Once I got the screw it didn't fit my lens. I called Nikon and they informed me of the (unreasonable) policy of no exchanges and no returns. After talking with two supervisors they were not willing to bend their rules to help me get the right part. I called Corporate Customer Relations and left a message several days ago. They didn't bother to return my call. I am just apalled at how poor customer service can be with Nikon! BTW, I have been a Nikon customer for years and invested more than $18,000 on Nikon photo equipment. Now that I need a part for a lens, I get no support.

Ref# [redacted] is the number I was given about my complaint by Nikon Customer Support.Desired Settlement: I would like for Nikon to apologize for this customer-unfriendly policy, to call me and tell me that they understand my frustration and they want to help me set this right. I want someone to help me understand why the part doesn't fit and to either send me another part or give me a refund.

Business

Response:

Customer has been contacted and we have provided an amicable resolution regarding the incorrect part he ordered. Customer was able to provide the correct lens information so we could locate the part he needs.

Review: I sent my camera in for repair under the warranty. (The shutter cover was broken). The warranty work was approved and the status was "parts out of stock". They were waiting for the parts. When I checked the status the technician wanted to bill for the work even though it had already been approved under the warranty terms. My husband called and they told him there was water damage. That was false. At no time did this item get wet or get exposed to water. (perhaps it happened in the shop). My husband denied the water damage and asked them to repair under the warranty terms since it had already been approved. The technician refused to do so and wanted to charge for the repair. (greater than the original cost of the camera). He also explained that we are long-time loyal customers that have purchased several SLR cameras and lenses.Desired Settlement: I want my camera to be repaired/replaced.

Business

Response:

We will reach out to customer and offer a complimentary one-time repair.

Review: My problem started with contacting Nikon on Friday April **, 2015 for an issue with my credit card. They were not super friendly that day either, but my main concern is below.

I called Nikon on 4/**/15 to request a change in shipment. I wanted the package held a sort facility near my home so that I could pick it up. They refused to assist me in my request. I understand they have policies in place to protect the buyer, but they told me that I should get a trusted neighbor to sign for my package, since I was and am unable to be home when [redacted] delivers. Number one, I don't have any trusted neighbors currently, and secondly, FOR MY(the buyer) PROTECTION I was requesting that they contact [redacted] to have the package held for pick up. I spoke with a nice representative named [redacted], she was kind and wanted to help in any way she could, but her hands were tied due to policy. So I requested to speak with a supervisor, I then spoke with [redacted] who really just seemed like he wanted to get me off the phone. Didn't listen to my request at all, immediately said that can't be done, there is nothing we can do for me, and completely dismissed me. I asked to speak with his supervisor, he flat out told me there was nothing they were going to do for me, but got me on the phone with them anyways. At this point I'm getting frustrated and I broke down and started crying. No one wanted to help me. The new supervisor comes on the phone and is immediately defensive. She refuses to help me as well. I'm sorry but that is unacceptable. I work in a call center myself. I know how you should treat a customer, and I was not treated fairly. All they needed to do was contact [redacted] and request my package gets held. I cannot leave work to deal with this, as I will lose pay. So now my package will be sent back to Nikon, and god knows how long it will take to get my money refunded to me.Desired Settlement: My desired outcome is three things. I want them to change the policy. If a customer calls in requesting a status change on their delivery, they should do it no questions asked. It's easy to contact [redacted]. Secondly I want my package reshipped back out, but held at the sort facility for me to pick it up. Finally I want a partial refund due to my issues with dealing with a company that treats it's customers poorly.

Business

Response:

We have reached out to the customer via email on 4/**/15. We are unable to change the Nikon shipping policy and have given further direction to customer on how to receive this order or have it returned and then reorder with a new shipping address requiring signature for the package. Nikon shipping policy - [redacted] will make three attempts to deliver a

package. If they can not deliver the package, it will be returned to us as

undeliverable. These orders can not be reshipped, and customer will be issued a

refund. A signature is

required for orders over $500 or if requested by the purchaser when the order

is placed.

Review: The camera shutter has malfunctioned as verified by local repair shop(United Camera, [redacted]) that I found on the Nikon website. Repair center informed me that parts for the camera, approximately 6 years old, were no longer available from Nikon and that they had recently had the same complaint from other customers recently. I called Nikon and they verified that parts are no longer available as of [redacted]. Two problems here: 1. This was an expensive camera ($900+) that is now obsolete...a high tech doorstop?? 2. It would appear, based on the words of the repair shop, that my problem is the result of a defect in the camera.Desired Settlement: Nikon has informed me via email that even they do not have any spare parts for repair. And, given that there have been other complaints of the same nature, I'm not sure that this defect could be repaired. Frankly I'm not sure that I would want another Nikon product based on this experience.

Business

Response:

Customer has been contacted and offered a discount coupon for good customer relations. This product is out of the service period and we no longer have parts.

Review: While repairing my camera under warranty, Nikon, Inc. either lost, misplaced or stole my 1 GB sd card in a clear protective case I sent to them and they will not send me a replacement card in a case. I have wasted hours of time and energy on this situation for what amounts to $12 in cost. They are either dishonest or incompetent and they need to be held accountable.

I sent my camera, via UPS to Nikon Service Center in [redacted] on September **, 2013. I took a photo of the camera, a 1 GB memory card in a clear plastic clamshell case and a Nikon battery just before I wrapped them in bubble wrap and put them into a small cardboard box (also visible in the photo). I put the small box inside a larger box with additional packing material. September **, 2013 I received a confirmation email stating Nikon had received my camera but there was no memory card with the camera. I immediately called customer service about this. I was told by [redacted]. to email the photo and they would look into the situation. The same day, September **, 2013 I emailed the photo as well as a request that they confirm that they found the card. September **, 2013 I received an email from [redacted]. stating she received the photo, the camera was being shipped back to me and to call if the memory card was not returned with the camera. I then received a large box from Nikon with someone else’s obviously used 1 GB memory card in an envelope inside the box. There was no protective case and the card had a scratch/dent in it. September **, 2013 I called and spoke with a rep. named [redacted]. who clearly could not grasp the situation. Even though I had received an unacceptable card, he told me I should call if I got my camera back without the original card. September **, 2013 I received the repaired camera without a memory card so October *, 2013 I spoke with [redacted]. who was unable to help in any way. I then spoke with [redacted]. who assured me she would look into the situation. October *, 2013 [redacted]. emailed that an 8 GB sd card was being shipped to me. October *, 2013 I sent an email stating that I did not ask for or need a larger card, just a replacement for the one I sent. I received an email back stating this was the card available for them to send me. Unfortunately, October *, 2013 I received the 8 GB sd card but it was not in any kind of protective case. October *, 2013 I emailed [redacted]. to indicate that this unprotected sd card was unacceptable, that I just wanted a card with at least the capacity of the one I sent to them, in a case. Furthermore I am more than willing to return the unopened 8 GB card and the used 1 GB card if they pay for return shipping as long as I get the equivalent of the card I sent to them in good faith on September **, 2013.Desired Settlement: I would like a card in a protective plastic case that has at least the 1GB capacity of the original I sent to them. If they are unable to send me one, I want $12 to buy one myself as described above. I would also like other people considering Nikon repair services to know that this service center has problems returning customer's property.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Below is the email I received from Nikon. I received the plastic case mentioned in the email. This, along with the SD card they already sent will replace my property they lost. After I submitted the complaint to you they responded very quickly.

Thank you for your very valuable service. I have used the Revdex.com to research businesses in the past and this experience reinforces my high opinion of your organization.

[redacted]Nikon's Response[redacted]

Sincerely,

Review: On Dec *, 2013 I had an issue with a Nikon Product, the dealer I bought it from sent the product back for repair or replacement, this was sent to the wrong adress as requested by Nikon, (1st mistake) I found this out as late as Jan *, 2014 because no communication was recieved from Nikon to the dealer or myself and I had to call to have the product resent to the proper location. This was done on Jan.*, 2014 according to an e-mail I recieved from Nikon. Time passed and at the end of January I called again and was told that a shipment of riflescopes was arriving and they would ship one in the first two weeks of February. It is now February [redacted] and I have no riflescope and as usual no communcication as to any concern for for my situation. I have sent them several e-mails regarding this and advising them of the course of action I was going to take if this is not settled in a reasonable amount of time, which in my estimation has far exceeded a proper time limit.Desired Settlement: I believe an update and a Store Credit to purchase a replacement for the riflescope should be the least a Company would do to keep a Customer and this done without haste.

Business

Response:

[redacted] sent his 3-9X40 M BDC scope in for repair thru a dealer, Ben's Trading Post and it was received on. January *, 2014. He was advised on January **, 2014 that we were awaiting stock to replace his scope at no charge to him by Mid-February when stock was available. The scope has been replaced with a Prostaff 5 2.5-10x40. The replacement scope is enroute to the dealer at this time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: False charges for claimed impact damage to camera that was sent in for a service advisory.

On Feb [redacted] 2014, Nikon sent a service advisory for Nikon D600 cameras that had Dust/Oil issues. The camera already had been serviced once before the service advisory for the above mentioned issue but the problem was never completely resolved since Nikon never admitted. I continued using the camera under lower F-ratio settings that had minimal impact on the image quality with some regular cleaning using an air pump. I decided to send the camera in for a second repair after the service advisory was issued on April [redacted] 2014 which was delivered to the service center in Los Angeles the following day. On April [redacted], I received a service order with $316.50, pending approval, for impact damage on the bottom cover of the camera. On the morning of April [redacted] 2014, I contacted Nikon customer service and I spoke to the call center supervisor via phone call, [redacted], regarding the charges. I explained to him that there was no damage to the body of the camera when I safely packaged and sent the camera in for repair. [redacted] further did some internal research and found out that there was no damage to box that was shipped in via UPS using the prepaid label provided by Nikon and he also claimed that there was no damage done at the center. There was no damage to the camera before it was shipped.

Service order number: [redacted]Desired Settlement: I would like Nikon to fully repair and send the camera back in working condition.

Business

Response:

We have contacted the customer and resolved his issue regarding his D600. After speaking [redacted] he was satisified with the resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Nikon has promised me to replace the broken D600 with a refurbished D610. Thanks for the help.

Sincerely,

Review: I am a professional photographer and use 2 Nikon camera bodies at all my shoots.

Both my D800 bodies recently resulted in out-of-focus issues recently. One of them was repaired by Nikon correctly and they resolved the problem.

The other body (also D800) has now been repaired 3 times and the issue still remains. Every time they request a slew of images and test shots only to tell me to send it in again.

Now after going through the same cycle they want me to send in the camera again only to try and repair it again.

I have been without a camera for many months now and my business is at risk.

Nikon is not even considering the impact to the customer and the frustration to go through these cycles again and again.Desired Settlement: I need this case to be resolved asap.

If an item has been repaired 3 times and still the issue has not been resolved, what is the probability that the same repair will resolve the issue.

Its time this body is just replaced or a refund be provided for the item.

Business

Response:

Customer has been sent a prepaid shipping label to send camera in for an evaluation for a replacement. To date camera has not been received. An email was sent once again to [redacted] today and we would be happy to do an evaluation for this customer if he sends in this D800 camera.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will send in the camera today for the 4th time. I hope that the business will not attempt to repair the camera again as this approach has been already unsuccessful 3 times.

The outcome I am expecting is not to drag this issue any longer and just either replace the camera with a new one or provide a full cost of a new D800 body.

Sincerely,

Review: I sent a D5200 camera to them on August **. It is a problem with the flash, under warranty (the camera is pretty new). The number above the barcode of the sending document was [redacted]. The serial number is [redacted]. UPS delivered it on Aug ** to you I tried several times to contact them, and each time, after a long interrogation ("they cannot find my file"), they admit that they got the camera, but for now "nothing shows in the file, nothing was done". This is amazing. I use this camera for work, and I am just paralyzed now because of this.Desired Settlement: I WANT THE CAMERA NOW!!!!, and I want a compensation.

Business

Response:

Camera was delivered to Nikon 8/**/14 and written up in service on 9/*/14 (due to Labor Day holiday). Customer has been contacted via email on 9/**/14 and notified that an expedited repair will be made and camera will ship overnight back to customer as soon as completed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

This is unacceptable. It took them two weeks to look into my camera, and they did it only after I complained to you. I ask for recompansation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Customer's flash has been repaired under the terms of the Nikon warranty. On 9/**/14 camera was shipped back overnight and a tracking number has been provided via voice mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, even though, I am still very unhappy with the time it took you to do the repair. I will try to avoid your services, and your products, in the future.

Sincerely,

Review: I needed my Nikon camera repaired and so I sent it to Nikon over a month ago. The past week I have been contacting Nikon to get an ETA on when my camera is going to arrive . I have a wedding that I will be photographing in 3 weeks and it is very important that I have my camera back in time.

When speaking to the Nikon customer service, they have been anything but helpful and have no interest in actually finding a solution. They continue to respond with they do not have an ETA but that they will let me know when they do have one. After a month of having my camera, they do not have an ETA?! Even amazon can give me an ETA. I have repeatedly asked if I will receive my camera by the [redacted] of October for the wedding I will be photographing, however, they have no interest in giving me any sort of a helpful response. All they can tell me is no ETA.Desired Settlement: I just want my camera fixed and sent back to me withing a timely manner. I have sent them a very expensive piece of equipment. I have also lost money due to the time that they have taken to repair my camera and having to turn away several clients because I cannot take the photographs without my camera.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a Nikon Coolpix P520 camera from [redacted] on 11/**/13. The camera was not used until a trip to [redacted] in May 2014. The camera deleted all pictures taken on this trip. Nikon told me that ther was nothing wrong with the camera. The camera wasnt used again until a trip to [redacted] In 9/2014. Again all photos were deleted. I sent the camera to Kikon and ask for a refund of the $362.91 that I paid. They called and again told me there was nothing wrong with the camera and they were returning it to me. On 10/**/14 [redacted] attempted to deliver the package but I refused it and has it returned to the sender. To this date I have heade nothing from Kikon, Can you help?Desired Settlement: Refund

Business

Response:

Customer's camera has been evaluated by an Level 3 Tech Support Specialist as well as Service. Camera is in good working condition and thereare no findings that a repair is needed or a reason for photos being deleted. The camera has been into Service twice. It was returned on 11/**/14 to the customer and he was notified of a shipping tracking number; however the customer has refused delivery of his camera for the second time. If there is any further need for assistance he can call Nikon Customer Service.

Review: Me and my wife went on a Royal Carribean cruise in August of 2014.On that cruise,we purchased a Nikon camera.Weused the camera and had a lovely time.We then got back and resumed our normal lives.We put the camera away till we needed it again.A few weeks later,we had a affair to go to so I got out camera to charge it. I could not charge it because the charging plug would not fit in the [redacted]port.Ithen got in touch with [redacted] of [redacted] who told me the camera has a 1 year warranty.All I had to do was mail camera with the purchase receipt.I put camera on american express card and explained I did not have receipt,but had proof of charge bill.Ithen mailed camera to [redacted] .That was in June of 2015,clearly under the 1 year warranty period.On September [redacted] 2015,I got an email from a Sharlene B[redacted] stating that I had to pay the amount of 137.50 plus shipping to repair camera.The order repair number is[redacted].Ifeel that this unfair to me because the camera is under warranty and I have been very inconvienced over this matter.Any help you can give me would be appreciated. thank you [redacted].Desired Settlement: I would like a new camera.

Business

Response:

We will comp the repair and offer new cables as a one-time offer for good customer relations.

Review: Nikon D600 has a known dust/oil issue. Many users have said online after they clean the sensor the problem occurs again. After calling Nikon about the person said I will have to ship the camera in for repair. I inquired about a refund since the camera is only 9 months old with 6000 shutter counts. He said we can only correct the issue and not issue a refund. Since my serial number is from the very few released it seems like what ever Nikon does to correct the issue does not work. Instead of going through the hastle of sending the camera back and forth I asked the price of the camera be refunded so I can go get a new camera which Nikon declined. If you lookup online hunders of people have complained about this issue and how Nikon solution doesn't work as it keeps coming back. There are even speculations that a D610 a newer model will be released to correct this on going dust/oil issue. I am not sure why Nikon is not owning up to this issue and taking care of the loyal customers.Desired Settlement: I would like Nikon to issue me a refund for D600 so I can purchase a new camera. I bought the camera on Dec 2013. Started noticing the issue in January. Didn't use the camera much but since now I have started a business it has become a necessary. If Nikon can agree on issuing a refund I would be glad to send the camera back.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Nikon Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,