Nikon Inc.

Review: I purchased two nikon coolpix cameras at approximately 130.00 each and was able to use each of them a few times before incurring the same problem. They will not turn back on. I have invested more money I purchasing new batteries thinking it may work and an externalbattety charger wgich was costly and that didnt work. Ive tried leaving messages ssending emails and even hand written letters and nothing. Im so disappointed because I do professional photography and shoot with cameras up in the thousand dollar range and im hoping nothing happens to the most recent one purchased. I would love a small point n shoot that works and was hoping to stick with Nikon but this has been an awful experience and a shame because the cameras took awesome pictures just neither one worked for even a monthDesired Settlement: I would love a camera that's comparable to the two coolpix I have but that work. I have found that this has been a very consistent problem with this camera. They should stop selling them

Business

Response:

This customer has been emailed on 6/**/15 and also called on 7/*/15 (a message was left for a call-back). We would like to obtain more information regarding the customer's issues with her cameras. A customer service contact phone number was provided as well. To date we have not been contacted and not able to give any assistance at this time. Our Support phone number is ###-###-####.

Review: First and foremost, I implore you to please read this message thoroughly before replying and telling me to call. At the rate this case is being handled by Nikon, I want to document what I write, and what I receive in return.

I am sending this message in reference to Service Order Number [redacted]. I will not recognize any other Service Order Number related to my camera, as I feel I am being lied to and cheated out of my money.

I purchased a Nikon D3S last summer from a friend of mine. It worked fine until about late October 2014, at which time an auto-focus issue started to show itself. The auto-focus worked for the first couple of shots, and then the focus seemed to lock up and not release itself unless I pointed the lens to the sky – at which point it would start working again...but only for another couple of shots.

I knew my camera wasn't under any kind of warranty, but I knew that if I was going to invest in having my D3S, I wanted it to be by a professional Nikon technician. In mid-November I entered my camera into your online system for repair, which soon after receiving the invoice I paid $458.45 on 11/**/2014. After paying the invoice I received the shipping label and then sent my camera to Nikon in [redacted] on 11/**/2014.

The description which I reported to Nikon related to the issue with my D3S, is as follows:

“The camera's auto focus isn't working on command. It will work sometimes, if that! Sometimes it seems as if the focus is locking up completely - not even allowing me to move the focus point until it's not locked up anymore. Sometimes I can get the focus going again if I point it at the sky, but then it will start to not work again.”

See attachment as proof of my reason for sending in my D3S for service.

On Tuesday, November ** I received an email from Nikon Inc. Customer Service stating: “We have received your D3S FX-FORMAT D-SLR BODY and entered it into our system as service order number [redacted].”

I received the camera on or about Monday the November 24th. After the Thanksgiving holiday passed by I had a chance to take it out to examine my camera. Immediately I noticed the rubber grips had been replaced, which was surprising since I didn't authorize that work to be done. Looking at the list of work done to the camera, it reads:

RPL AF UNIT

REPLACE RUBBER GRIP

RPL REWIND SIDE RUBBER

RPL APRON

FIRMWARE UPGRADE

ADJ MIRROR ANGLE

ADJ AUTO FOCUS OPERATION

GENERAL CHECK & CLEAN

On December *, 2014, I sent a message to Nikon Service Support related to the issue with my auto-focus still not being resolved. Here is the message:

“I had sent in a Nikon D3S for repair for an auto-focus problem last month. I rec'd it back just before the week of thanksgiving. However, upon using the camera I found that the problem was not fixed at all. I would like to send it back to again, try to solve the problem. Service order No [redacted], Sales order no [redacted].”

I was promptly replied to by [redacted] that same day (Dec. *), who responded with the following:

“Hi August [redacted],

Thank you for contacting Nikon, I understand your D3s is still experiencing focusing issues. I will be more than happy to have your case escalated for pre paid shipping labels. Can you please verify if the issue is persistent with multiple lenses? Also in order to properly diagnose the issue please update this incident (using the link below) with one or two unedited sample images showing the problem; we'll take a look and let you know what we think. It's important that original, unedited images be sent. If you must resize the images only do so in a Nikon program as other programs remove important embedded information.

For more assistance attaching images to incidents please see:

After we've reviewed your samples we'll contact you with more information.

Thank you,

[redacted]”

The following day on December * I replied:

“Good Morning [redacted], thank you for getting back to me so quickly. Yes, the issue does persist with multiple lenses. While shooting, the first several shots I set up focus properly - but then something happens and it's almost as if the focus gets stuck, and it refuses to auto-focus. I can hold the shutter button down half way (to get it to refocus) and it doesn't do anything. I have continuous focus on as well, and focus tracking as well when this happens. I've also tried putting the AF Mode into single focus and it still happens occasionally. When it goes into this funk where it won't focus, I can't get it to work UNLESS, I either turn it off, and on again; OR I point the lens to the ceiling or sky which apparently seems to fix the problem. It's very frustrating. Attached you will find four DNG's - hopefully that is what you wanted. Thank you for your help!”

After this [redacted] had my case escalated and pre-shipping labels were supposed to be forwarded to me. The apparently was some confusion as to how the shipping labels were sent, as I didn't receive anything until January *, 2015 when I sent another message asking about shipping labels which were supposed to have been sent to me.

This is where a new Nikon Tech Support person took over, as he moved this case “from REF#: [redacted],” his name was [redacted]. [redacted] saw that the shipping labels were sent, and I did in fact receive them this time. However I was confused after I sent my camera back why (before Nikon even received my camera) that they changed the status of my Support Order to “Solved” on January *, 2015 – the day the labels were issued. How can you close out the ticket when the issue was resolved?

Another month passes by and I receive no word as to whether my camera was ever received by Nikon. On February **, 2015 I sent yet another message asking for an update:

“Hi I sent my camera in for repair early January of this year and have heard nothing about it. Could someone please let me know what is happening with the repair? Thanks so much. Order number [redacted].

August [redacted]”

Two days after I sent my question on February **, I finally receive a message from [redacted]” who says he'll look into it. After that – nothing is heard from Nikon Service for nearly a week. So I send yet another message on February **, asking if for verification if my camera was received and if it was fixed.

Finally on February **, 2015 [redacted] replies and writes the following:

“Hello August,

Thank you for contacting Nikon. It is a pleasure to be able to assist you with information on the service order [redacted]. It appears, after further evaluation of the product, there is impact damage on the camera. Please contact us at ###-###-#### to approve or refuse the re estimate.

Kind Regards,

[redacted].

Nikon Tech Support”

This is where it gets sketchy. As you can see in his message above, he is suddenly referring to a completely different service order number. He also says “...after further evaluation of the product...” indicating Nikon Support actually looked for the problem this time, instead of just doing routine maintenance and sending it back to me without even checking to see if the issue was solved like they did the first time.

On one hand, I was at least happy to hear that Nikon found the problem which was most likely causing the auto-focus problem. This sounded promising to me.

Shortly after receiving this message from [redacted], I spent two separate occasions that day sitting on the phone, on hold, waiting for someone from support to pick up. One occasion I was on for fourteen minutes, the second over twenty minutes. I gave up and decided to write another message back to [redacted], also dated the same day of February 24.

“I tried calling and fifteen minutes later I decided to hang up as no one was answering. It's better this way anyway, as the messages from both parties are recorded for both our records.

I have already paid $400+ for this issue to be resolved in early November. It was returned to me quite quickly, but the same problem persisted. I sent it back early January (after waiting for a return label to be emailed to me) and I haven't head anything about my camera since. I see there are attachment photos to this message which don't appear in the email message I received; perhaps something to do with junk mail filtering.

When you said there was "impact damage on the camera" I thought you meant damage from shipment. When I shipped the camera it was in virtually brand new condition, so I was a little concerned. The pictures you attached elevated those concerns. It appears the damage shown in the photo is exactly why I sent it in for repairs in November. Though I paid the full charge to have the camera repair, it never was. I did notice on the invoice sent back with the camera, there were several things done to the camera to "spruce it up" which I guess totaled the amount I paid to have the camera fixed. While I was pleased with the tweaks to the camera, the issue was never resolved.

I approve any repairs to be done, but I have already paid for these repairs to be done in the first place.” [redacted]'s reply (same day, 2/**) was as follows:

“Hello August,

Thank you for approving your service order. Please allow the technicians 7-10 business days to have your product back to you. If you have any additional questions or concerns, please contact us back.

Kind Regards,

[redacted].

Nikon Tech Support”

About a week later on March *, 2015, I get another message from Nikon, this time from an entirely different staff person, “[redacted].” She wrote:

“Hello [redacted],

Thank you for choosing Nikon. This is a follow up e-mail in regards of your D3s camera that is currently in our service center under service order [redacted]. Your repair is completed. However, we need verification of your payment. Please call our Service Relations office at ###-###-#### between 9 a.m. and 8 p.m. EST. We are open Monday-Friday, except Holidays.

Thank You,

Nikon Support

[redacted]”

On March ** I replied with the following to [redacted].

“Hello - I was just logging into my nikon account to send another inquiry about my camera when I noticed this last message sent 03/**/2015 at 06:01pm. I tried calling twice earlier today but spent 10 to 15 mins waiting for someone to pick up. I am thoroughly confused as far as verifying payment. I paid the amount of repair last November in the total of $458.45. I received the camera back a couple weeks after I sent it, but the problem was never resolved. I'm not paying more money to have it fixed after I already paid in November. I've been without my D3S since October of last year - that's going on six months now! Half a year! I want my camera back! I've paid what was asked to repair the camera, instead of actually fixing the problem your service techs did all kinds of things to it which WAS NOT ASKED FOR. Now you want more money? I have many photographer friends who have used NIkon Service in the past and none of them had to wait so long for their equipment back. PLEASE SEND MY CAMERA BACK TO ME. Attached you will find the invoice which I paid last November.”

At this point a few days passed by before I had a message on my answering machine at home from a “[redacted]” I called her back on March ** and managed to get hold of her.

I can only paraphrase what was discussed, but Nikon Service apparently records phone calls so what I recount here can most likely verified by the recording.

The phone conversation was anything short of calling me a liar and accusing me of trying to deceive Nikon Support. She insinuated that, after they supposedly sent my camera back to me in “working order,” that I had somehow damaged it again – and sent it back with “a new problem that wasn't there before.” This is where I lost my temper. I am an honest person, and I do not lie or deceive people – so to hear what she was saying made me very angry.

I asked her if the [redacted] box in which the camera was shipped to them in was damaged? She said it was never noted as being so. If it wasn't damaged in transport, and I wasn't claiming there was a “different issue afflicting my camera” aside from the same issue under which I submitted it for service, then how can you open a new service order number and say that there is new damage?

Basically, from how I understand it – Nikon ignored my first support ticket. They serviced my camera as if it were in for routine cleaning and tweaking. Either the service technician didn't notice the camera was sent in because of a problem (which was noted in the “Product being sent for repair” section) or the technician figured these routine tweaks might fix the problem. Regardless, it obviously was not tested before it was sent back to me.

After much delay (it's been half a year now!) and after “further evaluation of the product” according to your staff person [redacted]” - only then was the real issue causing the auto-focus to not work properly discovered. However, rather than fixing it under the same CONTRACT under which I submitted it to Nikon, Nikon opened another CONTRACT (without me knowing about it) and are telling me that this is a separate issue from the first time I sent it in. Clearly that is not the case, as is documented within this case.Desired Settlement: I want my camera back AND fixed....that's what I paid for!

Business

Response:

The customer was contacted on 3/**/15 and his S.O. has been released. We will be sending him a tracking number for the return of his repaired camera as well. We have resolved his issues and he appears to be satisfied.

Review: I bought a Nikon cool pix aw110 camera on Feb. **, 2014. On May *, 2014 the camera broke. I called Nikon and they told me to ship it to precision camera repair. They had the camera for three weeks and sent it back still broken saying it has corrosion and could not be repaired. I called Nikon again and they told me to send it back to percision. So I did. That was on June *. I was then told that they would be replacing my camera. Since then I have contacted Nikon asking when I would receive another camera with no one being able to tell when this will happen. They tell metro contact precision and precision tells metro contact Nikon. On June **, I asked to speak to a supervised at Nikon who was rude and said someone would contact me within forty eight hours. I never heard from them. Today I called again and could not get any answers are even be transferred to a [redacted]. After emailing them that I would be filing a complaint withheld Revdex.com they emailed me and said the camera was shipped on June *and was not able to be delivered and that once they reieved it back they would overnight it to me. I contacted ups and they have no record of the package. So know they are lying to me. At this point in time I would be happy with a fefund.Desired Settlement: A refund

Business

Response:

Nikon replaced customer's camera on 6/** but the camera did not get delivered due to a missing apartment number. The camera was sent back to Nikon. The address has been corrected and the camera shipped again to the customer on 6/**/14 with overnight shipping to arrive on Monday. We have provided customer a UPS tracking number today via email.

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 did receive a camera today. It is a refurbished camera with a ninety day warranty. In February I purchased a new camera with a year warrany. If I had wanted a refurbished camera I would of bought one a saved money. I find this unexcepable.

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

Sincerely,

Business

Response:

Consumer has been contacted. A refurb camera was sent to her in error and we are now replacing this with a new camera and did apologize for the error on our part.

Review: My Nikon camera had a leans error and since it is still under warranty I sent it to their repair store Precision Camera. I notified them that I was leaving for a vacation in Rome and if I could have it repaired on time. They sent my camera back to me and when I was in Rome the camera would not work and displayed the same lens error message. I called NIikon and the woman said she would send e a repair shipping label and I waited a week without getting one. Last week was Memorial Day and I missed opportunities of taking pictures of my 90 year old mother and family. This weekend is also filled with important celebrations that I will miss taking pictures of. My camera has not been working for 6 weeks. When I called Nikon today, the man said he would send me the shipping label via email (why couldn't they do that before?). And it will probably take most of the summer to have my camera in working condition.

I asked both Nikon representatives why I should send the camera back to the store that did not repair it and they said that was policy and they do not replace cameras.Desired Settlement: I would like a camera that works NOW. I am missing golden opportunities to take memorial photos of my family and friends. I do not want all this promising and run around. My camera is under warranty and it is Nikon's responsibility to give me a camera that works. They need to honor their warranty and send me a new and better, not a broken camera again

Business

Response:

Customer was contacted on 6/*/14 and we offered a resolution of which customer stated was acceptable.

Review: Hello I purchased a COOLPIX P100 Serial Number: [redacted] Purchase Date: September *, 2010 even though it is out of warranty the camera has been experiencing a shutter shake when zooming in and out in movie mode. I did some research on the internet and discovered this is a common problem with this camera. nikon wants $125 to fix the defect I paid almost $400 and I would request that they fix or replace the defective camera.Desired Settlement: I would request a replacement or repair

Business

Response:

Customer has been contacted and after trouble shooting advised that camera is working within normal standards. Customer however would like to send in his camera to be checked by service for a resolution.

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 was there reply Dear [redacted], Just like you can hear the zoom mechanism in the recording you can also see the image vibrate when you adjust the zoom in and out. This is completely normal. If you want to send the camera in for services you may do so.

For Nikon Service information, please see:

Title: How do I get my Nikon product serviced?

My reply To have a severe shake like that does not seem normal since it did not do it until a couple of months ago. It is disappointing that Nikon wont go the extra mile to satisfy a customer. I wont put any money to fix a camera with a defect in it

Thank you,

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.

There is no need to call in advance for any approval or authorization; simply send the product in for evaluation with no accessories, unless part of the issue, and a photocopy of the receipt. Once logged in, service will send you a confirmation.

Sorry for the problems you have had with your Nikon product; Nikon Service strives to evaluate and repair all items as quickly as possible.

Sincerely,

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

Sincerely,

Business

Response:

Customer has been contacted and there has been an offer and a resolution. The customer accepted the offer and stated he is 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: Returned AF-S NIKKOR 50mm f/1.8G lens for refund, of purchase price, $152.96. Nikon reports that refund will not be given for 4 to 8 weeks. This is an unacceptable amount of time to wait for refund on item. Item was returned via UPS and received by Nikon on Friday 9/**/13. UPS tracking # [redacted].

Order ID: [redacted]

Order Date: August **, 2013

Return Reference Number: [redacted]Desired Settlement: Would like refund of $152.96 immediately.

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 coolpix nikon L24 camera serial number [redacted]. The camera did not work. I sent it in for a warranty repair. Nikon denied the claim. They said that based on my purchased price I must have purchased it used. That is absolutely untrue. I did purchase it on a deep clearance and received a good deal on the camera but it was not purchased used. It was purchased as brand new. I specifically asked the electronics person and was told the camera was new. Nikon just made something up to deny my warranty claimDesired Settlement: honor the warranty and repair or replace the camera

Business

Response:

Camera was sent to Nikon from a [redacted]. There is confirmed damage of a cracked LCD screen which voids the customer's warranty due to impact damage to the camera. A receipt was provided by the customer with a purchase made on 4/*/14 for $12.00 and customer has acknowledged this was a clearance item. We can not repair this camera under warranty due to Nikon warranty policy.

Consumer

Response:

viewed 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]

#1 There is nothing in the warranty that states any minimum price for the warranty to be valid.Yes it is true that I was fortunate to get a very good deal but that does not absolve nikon of their responsibility for the warranty. There is no exclusion in the terms and conditions to void the warranty for buying a item on clearance. They are required to honor the warranty

#2 The camera was defective from when I took it out of the box. I sent it in for a repair within 2 days of buying it .I never dropped it or impacted it in any other way.

#3 there was no cracked lcd screen .The diagnosis of the problem was something else entirely. They refused the repair because they made up a story that I bought it used Here is their email

Hi [redacted],

The price on the receipt indicates that this was an open boxed item or a return. Unfortunately, we are not able to cover the warranty as the price indicates it is not a new product.

Sincerely,

Nikon Support

If the camera does have a cracked lcd screen that means Nikon sunk to a new low by intentionally damaging my product so as to have a new excuse not to have to repair the camera.

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

Sincerely,

Business

Response:

Nikon Service Technician confirmed cracked LCD screen. Under the terms of Nikon's Warranty impact damage void's customer's warranty.

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]

#1 The camera when taken out of the box did not work. If there was any impact it took place at the factory and was not anything we did. This can be clearly seen from the fact that it was sent in to warranty within 2 days of being bought.

# 2 the lcd screen was not broken when it was sent in. The initial technician I spoke to on the phone told me that there was a issue with the camera lens.There was never a problem with the screen .They just refused to fix it because it was bought on clearance.If the lcd screen is now broken nikon broke it.

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

Sincerely,

Review: This complaint also has Customer Service Issues. I purchased a new Nikon D800e on 8/**/12. When using this camera I noticed that many of my photos were out of focus. I could not determine why this was happening. I have had to deal with this defective camera for nearly a year and a half. I had to do considerable sharpening and editing to get my photos to an acceptable level of sharpness. I could not (even with considerable testing) figure out what was wrong with the camera (until recently - after finding info about this problem on the internet). A majority of the time the images were blurry, and sometimes they were tack sharp. At times, I just assumed the 36 mp sensor was more sensitive and the camera wasnt perfectly steady, even though I was using a tripod and the timer and sometimes using mirror up mode. I put in a great deal of time trying to figure out just what was wrong. I couldnt determine the cause. I also put in several hours of photo-editing to attempt to get these photos up-to-par.Recently, I considered purchasing new lenses for the camera. I ran out of things I thought could be wrong with the camera and thought it must be a problem with the lenses. Before doing so, I did an internet search and found that there are SERIOUS focusing issues with this camera. This occurs when using the viewfinder. My camera will not focus properly through the viewfinder, but does a good job through the Live View option - which is the screen on the back of the camera. I have set the Auto Focus Fine Tuning to the most extreme setting of -20 and it still doesnt quite focus properly. Also this Fine Tuning does not work well at different zoom distances (focal length). My camera had this problem at the time of purchase. I didnt contact Nikon service until recently because I had no idea what exactly to report. This camera cost $3,300!I am in contact with Nikon right now and they are dragging their feet on the issue.Desired Settlement: I want NIKON to repair or replace the camera with a properly functioning one free of charge. This camera should have been RECALLED IMMEDIATELY when Nikon was first made aware of the problem. I can provide SEVERAL images showing this problem. Here are a few websites I visited which outline this problem is frequently occurring with this camera model:[redacted]

Business

Response:

Nikon regrets we've been unable to resolve this issue quickly enough. [redacted]s camera was sent in to Nikon Service and calibrated under the warranty terms recently and we've advised him to let us know if he has further issues.

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 got my camera back 2 days ago and took several test shots. The focus problem has "changed", but the issue has not been resolved. The camera is working better with the center focus point, but the focus points on the outer edges of the viewfinder are still severely malfunctioning. I just sent NIKON sample photos.

I’m concerned that they lied to me over and over on the phone about this issue.

I’m also concerned (and frankly furious) they they didn’t repair my camera properly.

I’ve attached samples of the latest images from the camera (after the supposed repair). These images were transferred from NIKON’s own software that isolates the area where the camera has focused. The red square is the focus point area. *BE SURE TO VIEW THESE IMAGES AT 100% ON A COMPUTER TO SEE THE PROBLEM CLEARLY.

Note that photo _RLS567x is OUT OF FOCUS in the red square. This photo was taken using the camera’s viewfinder (malfunctioning area). The camera has focused further behind where it should have focused. I use the viewfinder nearly exclusively.

Photo _RLS568 is in focus in the red square. This photo was taken using the “Live View” option. This seems to be working properly. The “Live View” option requires the photographer to use the small video screen on the back of the camera to compose and focus the shot. I rarely use this option because I am far sighted and because it is very difficult to see this screen clearly in bright light. The focusing in “Live View” is also much slower which doesn’t work for sports or wildlife photography.

They should have recalled this camera when it was new. This issue was prevalent in this model, and serial number range & I experienced trouble with the camera from the very beginning. I SHOULD NOT HAVE TO PAY FOR THESE REPAIRS. I should NOT have to pay for shipping for sending it in - even the first time. Because they can’t seem to fix it, I should get a NEW one or upgrade to a camera that actually works!

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

Sincerely,

Business

Response:

Nikon has provided the customer with a pre-paid shipping label or offered to reimburse him for shipping charges to send the items in to us for further testing.

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 am waiting for the camera to be properly repaired after sending it in. Will update when the camera is returned and in proper working order.

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

Sincerely,

Review: I recently purchased a Nikon 200-500 f/5.6 NIKKOR lens from Adorama camera. The item arrived on **OCT2015 to my residence. Prior to this, Nikon recently released a service recall for the 200-500 f/5.6 lens due to a bug in the lens software that caused the lens to go into manual focus by accident sometimes. This required the lens to be shipped back to Nikon for a firmware update. Nikon would cover the round-trip cost of shipping by offering a shipping label for [redacted] that could be printed after filling out a form and verifying that my lens serial number fell into the group of affected lenses. The lens was shipped to Nikon on **OCT2015, only four days after receiving the lens brand new. Nikon requested the lens be sent in a box, NOT the original box, with sufficient protection. The lens was placed in a standard shipping box, wrapped in the SUPPLIED bubble wrap the lens originally came in, then placed amongst a sufficient amount of SUPPLIED bubble wrap from Adorama that the lens box was originally shipped in.

Two weeks later, I received a letter from Nikon stating the lens was received for firmware update, but that I would also need to pay $375 plus tax and shipping to correct a large crack that had occurred in the lens' front element. I have pictures from Nikon showing these damages. Nikon claims the box they received from [redacted] had no shipping damage; otherwise they would have rejected the shipment. This, however, does not mean a [redacted] or Nikon worker did not drop the box. The crack in the lens is a result of dropping from an excessive height or very rough handling, one that would not be possible just from standard shipping/handling with the packing material used.

I contacted Nikon several times about the matter, ensuring them that the lens was brand new and undamaged upon my shipping it to them. The only reason the lens had to be returned in the first place was because Nikon released a faulty product that required immediate recall for updating. As a consumer, I did my part in returning the lens AS PER INSTRUCTION, including the necessary paperwork, the requested packing method, and using the SUPPLIED [redacted] label that Nikon sent me. Generally, when sending a lens in for work (especially a brand new $1400 lens), I would have insurance placed on the package if I were purchasing the shipping due to repairs that I had requested and/or caused. However, this shipping label was provided BY NIKON. Furthermore, the shipping materials used were those supplied BY NIKON and Adorama camera store when the lens was initially sent to me, minus the ORIGINAL BOX that Nikon informed me NOT to send.

After discussing the matter with Nikon and refusing to pay for a repair that I was not at all responsible for, Nikon offered me a 30% discount on the repair. I returned their call and denied to pay. They escalated the matter and said they would go only as high as 40% for the repair. They were also going to charge me return shipping for the repair, which should have been COVERED under the initial agreement by Nikon due to the service recall for firmware update. Nikon finally agreed to waive the return shipping cost, but still would go no higher than 40% off for the repair price, for a total repair price of $278.25 plus tax. However, this is merely an ESTIMATE and does not factor in possible additional damage caused to the internal elements of the lens, as they will not take the lens apart until I accept charges for the repair estimate. Damage that caused the large crack could have easily caused further damage to the internal elements of the lens, leading to hundreds of dollars of more repairs for which I am not at fault.

I also requested that Nikon provide me with their [redacted] account number so that I could open an investigation with [redacted] in the matter, as I believe the damage occurred in transit and should be covered under an insurance policy. Nikon refused and again said they do not accept damaged packages and therefore the package was not damaged and they could not open a [redacted] claim. Again, outward damage of the package does not mean the box was not dropped. Nikon also did not provide any sort of pictures/proof of the box in question, nor of my packing material, to say whether or not my packing was sufficient. Using the supplied materials from Nikon and Adorama, which the lens came in, minus the lens box, which Nikon requested not be sent, I packed the lens with as much sufficient material as possible.

Nikon needs to really address this issue in a better manner. To make a customer pay for damage they did not cause, on a BRAND NEW lens that had to be immediately returned due to a software bug, is ludicrous. For them to not even attempt to make a [redacted] claim for the matter is also poor form. And for them to automatically assume that just because the box had no external damage, that I must have sent the brand new lens in with the crack of my own fault, is downright offensive. I have been a loyal Nikon customer for nearly 10 years. The aircraft carrier I work on as a naval officer uses Nikon equipment and we provide public affairs coverage for the US Navy. For Nikon to not help out in this matter is unjust. It seriously makes me contemplate switching to a different brand, and informing my ship to do the same.Desired Settlement: Repair of the cracked lens rings and any further internal/external damage to the lens FREE OF CHARGE, or submission of a claim to [redacted] for an insurance investigation for coverage of repairs

Business

Response:

We have reached out to customer by email on 11/*/15 and offered a discount for the repair.

Review: I bought a Nikon D750 on 12/*/14. I am a professional photographer. I have not been able to use this camera since I purchased it. I shoot tethered to my laptop and it won't stay connected and freezes up the program. I took my laptop and camera to the store where I purchased it and their camera worked fine. I sent mine to you for repair. Service order [redacted] and It was sent back today. It is exactly the same as when I sent it in. Still won't stay connected and freezes. As far as I can see on the from they did not replace the usb port or even check it. I want the camera replaced. I can not keep sending it in. I have to rent a camera for work. I talked to your support on the phone tonight and she said I could just send it in again. How will I know they will even look at the USB issue this time. Plus I can Not waste anymore time and money trying to get my brand new camera repaired!Desired Settlement: I would like a new camera that is in working in condition.

Business

Response:

Customer has been contacted with a resolution and appears to be satisfied. She has been contacted by phone as well as email to confirm a delivery of her camera.

Consumer

Response:

The Camera is still not working properly. The USB connection and Wifi does not work properly. I have emailed and sent pictures of the problem to Nikon directly. I have not received a response yet. I would like my money refunded so I can purchase another model of camera that works.

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

Sincerely,

Business

Response:

Customer's original camera has been replaced but she remains dissatisfied. Email requests have been sent on 3/*/15 and 3/**/15 with no response. We have requested trouble shooting information but it has not been received to date. Third party software is being used to control the camera. Although we are attempting to assist customer is not cooperating.

Review: I purchased a Nikon D600 camera. In [redacted] 2013 a notice went out from Nikon that people were experiencing 'dust' and 'dirty sensors' with their units. (D600 owners will tell you this is OIL, although Nikon has not acknowledged it). We were to send it to Nikon for a free cleaning. I sent my D600 in to Nikon in January. They replaced the shutter mechanism. It was under warranty. A notice went out from Nikon just after I received my camera back that everyone was to send their camera in to Nikon for the new shutter replacement. (Feb ** 2014 appx). In my 'advisory' sent to [redacted] I was advised that my camera ALREADY had this shutter in place, and I was not to send it in again. However, I still continued to have the oil spots on my images (oil splatter on sensor). I contacted Nikon again and was advised to send my camera in AGAIN for review. I am in a group with several other D600 owners. We ALL have the same 'oil splatter', we ALL have contacted Nikon. 5 have received brand new cameras (the new D610) to replace the defective D600. I have asked Nikon via email correspondence and via phone to replace my camera (especially since 5 others in my group alone have had their cameras replaced). I am not receiving a response from Nikon. Nikon announced this week that they WOULD be replacing defective D600's with the D610 if the customer has sent in their camera the issue is not resolved after several attempts at repair. According to that statement, I qualify for a new unit and I would like Nikon to acknowledge that without my having to continue to contact them. My business depends on that camera and to have to wait 3-4 weeks for resolution is not acceptable. I would understand if EVERYONE was treated the same by Nikon, but several of my friends only had to send their camera in ONCE (not twice) and were told the same DAY that they would be shipped a new D610. Whereas I have sent my camera in twice and I am still getting the run-around. And we ALL have the same issue with the 'oil' on the sensor.Desired Settlement: I am asking Nikon for a full refund of the D600 or a replacement camera of equal value (the D610). I would like a reply from Nikon that indicates this within the next 72 hours.

Business

Response:

Nikon publicly announced a "Service Advisory" for this product and after contacting [redacted] we are working on a replacement 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: My husband purchased a Nikon Coolpix S800C March **, 2013 as a birthday gift for me from Best Buy for $299.99. We quickly powered it on and tested it out. We plugged it in to charge. I let it sit for a bit. In May we went to New Hampshire on vacation to the White Mountains. I had difficulty getting the camera to power on. When it did, it took time to get it to take pictures and then after taking several shots, the camera displayed a message saying low battery and then shut down. I plugged it in when we got back to the house and let it sit until the following day. The camera powered up and said “low battery” and shut back down.

We contacted Nikon Customer Support and we were told to log onto the site and request a repair ([redacted], Ref # [redacted]). We did so. We shipped the camera with the power cord along with the copy of the receipt from Best Buy in Leominster Store #[redacted] back to Nikon in New York on 6/** (Fedex Tracking [redacted]). A few days later (6/**) we received an email and Service Acknowledgement Notification stating the “Reason for Service: - Liquid Damage, Problem Power” and the repair is not covered under warranty and needed approval. The cost to repair was $150.00 with $12.50 for Shipping & Handling. You can purchase a new camera for that fee.

The email from [redacted], Nikon Tech Support, states that all Nikon cameras (chargers) come with a one year manufacturer’s warranty that covers manufacturing issues only. Any issue caused by physical, sand, or liquid damage is not covered as these occurrences void the warranty. Ironic that this is what Nikon Tech Support quoted the issue to be on a brand new camera used for the first time out of the package.

Where could there possible be “Liquid Damage” as we have not used the camera. We were not able to get it to stay powered on. We rejected the repair cost and cancelled the service request.

This is unacceptable and poor customer service as well. We will never purchase a Nikon product purely based on the level of customer service that’s provided and lack of meeting or exceeding our needs or expectations. After reading many of the complaints listed from other dissatisfied customers, we can see that it’s a trend with Nikon’s Customer Service support finding issues that are not covered under the one year manufacturer’s warrantyDesired Settlement: We did want the issue repaired/ resolved but they came back saying it was not covered under warranty for a camera we didn't use or only 2 months old. They wanted to charge us half the price of the camera to fix the issue. We just want our money back at this point.

Business

Response:

Customer sent camera in to Nikon and it was found to have liquid damage which is not covered under the terms of the warranty. After a second review Nikon provided a complimentary repair for this customer.

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 bought a Nikon D800 full frame camera with my friend at Best Buy on 7/**/2012. It is a really expensive camera and costed me about $3000. I am very very disappointed with the quality of this camera. The focus system had some problems and a lot of customers had similar problems. I can hardly imagine such an expensive high-end camera had such kinds of problems that I cannot even take a normal picture. I sent the camera to Nikon's repair center in NY in Nov 2012 but Nikon refused to repair for free for me even the camera was still in 1 year manufacturer warranty at that time. Nikon said this camera was bought from [redacted] thus declined the free repair. I then faxed them the original receipt upon their request and called Nikon customer services for several times. Here I also want to complain about their CS staff. It took me every time almost half an hour to get through and their CS were not that helpful. Finally, on 12/**/2012, a man named [redacted] picked up my call and approved my original receipt. He said at that time "everything is all set". I was happy. But after one month, when I came back from my Christmas vacation, I still did not receive my camera from Nikon. I called their CS again and again was told that they cannot repair for free since I bought it from [redacted]. I was furious at that time because I faxed them the original receipt (I can still find this receipt in my Nikon account) and they approved that before I left for vacation. Now they changed their mind. How can a company like Nikon perform like this. Their products the D800 had such a severe problem and they refused to take the accountability. I saw a lot of complaints about this camera, especially for customers like me who bought immediately after release. Since I had another trip and needed to use it soon, I had to pay $236.50 in order to use it. The most funny thing is even after Nikon got paid, they was still reluctant to repair. I had to call them again to accelerate the work. Finally I got the repaired camera on 01/**./13. The camera seemed OK. The focus system worked but at a very low speed. The focus speed was even lower than my D3100, a entry-level DLSR. I had no idea if it still had any problem or not. Also, after months of bad communications with Nikon, I lose the confidence of their products. I sold my D800 later at a very low price.Desired Settlement: I was the original owner of the camera when I sent to Nikon for repair. I still have it in my Nikon account. It was within one year warranty when it got repaired. I should not pay any fee. Please refund me the repair charge of $236.50. Also, I ask for some compensations ($200) for the bad quality of this camera and the loss when selling it later.

Consumer

Response:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

On November **, 2012 Nikon's Melville, New York repair facility received a Nikon DSOO camera bearing the serial number [redacted] from [redacted] of [redacted]

[redacted] did not however include with the camera the necessary proof of purchase for the camera from an authorized Nikon dealer, one of the items necessary for the camera to be eligible for warranty service under Nikon Inc. 's one-year limited warranty. Nikon advised [redacted] to forward the proof of purchase necessary for us to commence the evaluation for warranty service.

After receiving the proof of purchase, Nikon examined his camera and found impact damage to the camera in the form of a bent and broken aperture. This type of damage to a camera caused by misuse, abuse, negligence or accident is not covered under Nikon's one-year limited warranty. Such damage to a product that takes it out of warranty coverage might have occurred without the consumer's awareness; although it occurred while in their possession they may not be aware the damage occurred. Nikon forwarded an Estimate by email on November **, 2013 and by US Mail on November **, 2013 to repair his camera, advising him that the repair for such damage would not be covered under Nikon's limited one-year warranty. If [redacted] wished, Nikon would repair his camera for a cost. On January **, 2013 [redacted] approved Nikon's Estimate to repair his camera for a cost of the Estimate. Then, with [redacted]'s authorization to do so, Nikon repaired his camera by replacing the aperture cooperation, adjusting the auto focus operation, checking the shutter mechanism, the communication and the finder unit. In addition Nikon cleaned the CCD and performed a general check and clean to the camera and forwarded the repaired camera to him via UPS.

In accordance with [redacted]'s wishes to have this camera repaired by Nikon at a cost, Nikon pe1formed the repair with [redacted]' s approval. Under these circumstances, Nikon does not feel it is appropriate to offer any settlement in this matter.

Sincerely,

Review: Our first Nikon camera (AW100) failed the third time we used it.

Our first Nikon camera (AW100) failed the third time we used it.

The waterproof housing failed the third time we used in it the water. We treated this camera well and never used it outside its specifications. We are very disappointed with this failure and have lost confidence in Nikon's ability to design / manufacture a quality camera. We have owned other waterproof cameras (Olympus) in the past without any issues.

We have sent the camera in for repair to the [redacted] location.

AW100

Product Serial Number: [redacted]

RMA #: [redacted]Desired Settlement: Would like Nikon to repair / replace the AW100 camera free of change.

The camera is out of warranty. However we feel that the this type of camera should tolerate more than three uses in a water event.

We would hope that Nikon would want to take this opportunity to restore our faith in Nikon by doing the right thing. We would like to say good things about our first Nikon experience than to express our frustrations to family / friends and fellow travelers.

Your attention to this matter is

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 brand new Nikon D600 camera from [redacted] early in 2013. The camera has a fatal flaw in its sensor/shutter mechanics that puts oil spots on the camera sensor, leaving black spots on the photo. I have noticed that the black spots tend to be in the corners and sides of the sensor. This is not due to dust over the use of the camera. Nikon has done nothing except offer sensor cleaning which does nothing to address the initial problem. I just had my camera serviced by them for the first time and the sensor was still dirty. I have tried to create another print label to send my camera in, but that does not work either. Things at Nikon tend to break or fail often. Their poor customer service goes poorly with their defective products.Desired Settlement: Buy back my D600 and my lenses. I wish to switch over to Canon. Since I bought all your equipment brand new, please send me money to buy new equivalent Canon gear. My gear; Nikon D600, Tokina 11-16 DXII, Nikon 50mm 1.8G, Nikon 24mm 2.8D, and Sigma 70-200 EX DG APO OS HSM.

Business

Response:

The customer was contacted on April **, 2015 with an offer to resolve his issue. Customer appears to be satisified with this offer.We will continue to follow up with this customer to be sure that his issue is resolved.

Review: I purchased a Nikon camera thru [redacted] (also have filed complaint against [redacted]) the camera came with one yr warranty from Nikon which I purchased this camera Nov. 2013, then bought extra warranty for it thru [redacted] for two more years, neither [redacted] or Nikon is willing to replace the camera, honor their warranty, cancel their warranty([redacted] and reimburse me for a warranty I don't need since I don't have a camera to use) etc. I am extremely disappointed and upset with how they both passed the buck to each other, blew me off, it has been nothing but $$$$$ on my behalf and not either or theirs. I am personally ending all business with either or these companies ever again in my lifetime and plan on sharing my personal experience in fairness of how they do business.Desired Settlement: I would be happy with either a refund on my extended warranty which is not being honored, or a new camera, something????? Not pleased and tired of fighting with them over the phone never getting to speak to a supervisor. [redacted] gave me a address to cancel my warranty and it was a joke and waste of my time, wrote letter and never heard from them, then called for the millioneth time to find out that they don't do things like that-WHATEVER! Appreciate you looking into this, I do take care of my electronics, lemons do exist in the world unfortunately but some companies value their good names and other don't.

Business

Response:

Customer has been offered a prepaid shipping label to send camera in for a new replacement. An email was sent as well with contact information if she requires any further assistance.

Review: Attempted to have a camera repaired. Nikon approved camera for repair and issued a RAN for repair to their Los Angles service center. Camera initially estimated to have a B2 service requirement with an estimate of cost at $166.15. Camera was later deemed obsolete with parts no longer carried and returned shipped to customer. Called customer service to find out reasons for non repair, no information given. Asked, why was my camera pre-approved for repair, if model is considered obsolete? No response given. Asked, why information is discontinuous between personal customer service representative and web based service? No response given. Lastly, asked, why I was being charged $166.15 when no repair, or service has taken place? No response given, was told I was not charged. My credit card statement shows a charge from Nikon in the amount of $166.15. During this whole process no attempt has been made by Nikon to communicate with customer. When camera was deemed obsolete, no communication. When camera was dropped shipped, no communication, no tracking information relayed. I've emailed Nikon customer service with the reference number assign to myself, restating these three questions, showing proof of original shipping cost, original Nikon RAN, Original Nikon Service Estimate, Charge of Repair on credit card statement. Nikon has not responded to any attempts to resolve my issues directly with me.Desired Settlement: Resolving this issue for me will require:

Refund of original Shipping to service center.

Reversal of Charge made to credit card.

30% off new camera

Changes made to Nikon web site, specifically: service camera/ pre-approval/ models accepted and whether or not a model product has been deemed obsolete.

Changes made to accompanied owner manuals, detailing the planned manufactured period, and planned serviced period

Business

Response:

The D80 camera was released in 2006 and the part needed for this repair is no longer available. Customer Relations contacted this customer today via email and offered a discount coupon for a new product. Customer should contact his bank for pending funds. Customer Relations representative responded to inquiry on 3/*/16 and 3/*/16 via email.

Consumer

Response:

I have reviewed the response to complaint ID [redacted], and consider the matter resolved. The business did conseed to two of the three point of my complaint. The information given and service received by customer is still poor, in my opinion. I hope that if future service is required, on my part, that customer relations will have improved.

Review: I purchased a Nikon D810 from [redacted] a few months back. We moved to Seoul, South Korea and within a week the camera stopped working. It took me three weeks to get Nikon to respond to my problems and we sent the camera in. Now its been another two weeks and they will not respond to any of my correspondence. They will not tell me what is going on, they will not return my camera, they will not call or E-mail even though I have been trying several times a day to tell them to just give it back and I will just eat the $3400 and try to get it fixed somewhere here. It has costed me my photography job in Seoul and lost opportunities. I do not know what else to do. The thing that makes me most upset is their blatant lack of response. I don't care what they would say. Hey, my dog died or sorry, we just got busy and forgot. But I get NOTHING from them.

Product_Or_Service: Nikon DSLR

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would love to just get my money back for faulty equipment. This was brand new and mint condition. They sent paperwork that it was under warranty and that's all I've heard. I would also love to get reimbursed for the $5000 for lost photography and video shoots. The company told me they would not consider me again after we could not do the 3 photography shoots and 1 video shoot we had set up.

Business

Response:

The customer has been contacted by a supervisor. The D810 camera was repaired and shipped back to the customer on Friday, October **, 2014. A tracking number was emailed to customer and he will be reimbursed for the shipping charges into our facility.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and DO NOT find that this resolution is satisfactory to me and the matter has been resolved.

They did not respond for weeks when I brought this matter up to them. They sat on my camera another week before they responded even though they PROMISED to respond immediately when they received the camera. I brought them several solutions to have my camera looked at including their corp headquarters that is an hour away. I lost over 2 months of income and several opportunities because of their lack of support and faulty equipment. Things happen but their lack of customer service was unacceptable.

Sincerely,

Review: I have received a Nikon Coolpix Aw110 as a present from my husband on 09-**-2013. The reason why he picked this Camera is because Nikon is advertising it as being Waterproof up to 59 feet as well as shockproof, in addition to an array of other advertisements that claim that this is a durable camera. The camera worked fine until July *, 2014 when we went to the beach to celebrate independence day. The 'Waterproof' camera's LCD display went completely black in the water. We were not even in the water up to our waist, I was attempting to take a picture of our 2 children when the camera went black. Upon return to Georgia I went to [redacted] where we originally purchased the product. [redacted] kindly mailed it off to Nikon for repair or replacement since the camera is still under the 1 year warranty. We have received a call today from Precision Camera and Repair, who is a 3rd party repair place that apparently fixes faulty Nikon Cameras. We were told that water has gotten into the camera and it has rusted and they WILL Not replace the product, they will mail us back the broken camera. How did a waterproof camera break from getting in contact with water? Nikon and their repair people insist that WE MUST have handled the camera improperly and that somehow water must have gotten into it that way. This is completely untrue, I have had cheaper cameras that lasted way longer than this alleged waterproof Nikon. To add insult to injury, the representative that claims that we 'did something' so that water entered the camera and broke as a result. We are not Neanderthals, we know how to use a camera. Thank you Precision Camera and Repair representative. To try to resolve this ridiculous issue, I called Nikon directly to explain my issue. I hoped that a large company with millions in revenue would stand behind a faulty product they sell; however, this was also a complete waste of time. The Nikon customer service representative, who said his name was Clayton, told me he could not help me. Instead he advised that I must call Precision Camera and Repair and dispute the issue of a Nikon product with them. He was unable to provide me with the exact phone number. He gave me two different numbers and stated that was from top of his head and I should try dialing both. I hung up and dialed Precision and after the phone ringing for 2 minutes on their customer service line, on 07-**-14, at 2:00 pm no one answered. I am extremely disappointed with Nikon, and the fact that they advertise their product to be waterproof when it clearly is not. I am also appalled that a large company like Nikon will not stand behind their product, are not willing to repair nor replace it. They outsource it instead to a third party company who is clearly incompetent. I had a completely different opinion of Nikon products. I will never buy another Nikon product again.Desired Settlement: I would ask for a replacement, but I will not since this is a low quality product that is being falsely advertised and that I believe will break again. Also because I refuse to purchase or own anything else made by Nikon because of their terrible business practices and horrendous customer service!!!

Business

Response:

This customer was contacted today by Nikon. The camera does have corrosion damage but a resolution has been offered and customer states to be satisfied.

Review: Camera Nikon D800e not sharp. Camera more blurred (less sharp) than Nikon D300.

Business

Response:

[redacted] reported that images from his new D800E were not as sharp as with a previous model. We explained that due to the much smaller pixels used in the newer model it was more susceptible to camera or subject movement, optical limitation, moire and other phenomena. We provided tips on how to get better image quality from the higher resolution model in September and October of 2013 and have not heard back from the customer.

Nikon considers this case closed, if the customer is continuing to have issues he should reply to the advanced support tech he was working with.

[redacted]; Customer Experience