Nikon Inc.

Review: I purchased a Nikon Cool Pix camera from Best Buy in October of 2011. Since that time the camera has had to be sent in for repair 4 times for the same issue. The last time the camera was sent in, the Nikon certified repair shop recommended that a new battery be purchased to correct the issue. This paperwork sent from the shop recommended a Lithium or Nickel Metal Hydride battery, but said nothing about the brand or make of the battery. A new battery was purchased, but the same issue persisted. In contacting Nikon, they claimed to have no record of these repairs. With the help of a Best Buy service member, and after much persistence Nikon discovered records of the repairs. I was told that due to history of the same issue and because the last repair was within the 6 month limit, my camera could be sent to Nikon Inc. and the repairs would be covered. I questioned [redacted], the Nikon representative, whether to send the Nikon battery or the newly purchased battery. [redacted] instructed me to send the new battery. At that time she asked about the make/brand of the memory card being used in the camera, and instructed me to use a Nikon certified memory card for future use. Nothing was said about the use of a non-certified card voiding any repair warranties, and nothing was said about the non-Nikon battery being an issue either.Nikon is now claiming that due to a non-Nikon battery being sent in with the camera, they will not cover the repair of the camera. I have a record of continuous problems centered on the same issue and I was instructed to send the newly purchased battery in with the camera for repair. The camera has only been sent to a Nikon certified repair shop. I followed Nikons instructions and now they are claiming they are not covering the repair. It seems that they are continuously finding different excuse not to repair or replace the camera by claiming not to have records of repairs, claiming only certain memory cards may be used in their products, and now using a different battery in the camera.

Product_Or_Service: Nikon Cool Pix Camera

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Due to the history of continues problems with this camera; I would like the camera to be replaced. I have been informed that after a camera has been sent in for repair three times, this manufacture will junk the original camera, and replace it with a new one. This camera has exceeded the repair limit.

Business

Response:

Called customer on 4/** and 4/**/14. No reply from customer at this time. We would like to offer a resolution.

Review: Rarely have I experienced the level of repeated ineptitude at both the initial entry and elevated levels of customer service as in the Nikon repair division. Since early November, 2013 (2 months) I have been unsuccessfully attempting thru multiple e-mails and phone calls to obtain simple repair services on my Nikon S8000 camera. Each communication was met with a different reason why they were incapable of completing repair, culminating in the excuse that because I did not have a receipt for this camera, a gift, it could not be repaired as it is evidently mysteriously classified as “gray market”. I was not requesting warrantee service, had provided a credit card number to charge to, and am baffled at the lack of customer service focus.Desired Settlement: Return camera, apologize for wasted time and effort.

Business

Response:

Nikon regrets that we were not clear enough on this issue when working with [redacted]. Unfortunately [redacted]'s camera was not designed to be imported or sold in the US and is considered "Gray Market" as such we (Nikon Inc, the official importer of Nikon products to the US) cannot offer service or support, even for a fee, on products we did not import. We'd advise that [redacted] contact the shop the camera was purchased from or the importer of the camera for service.

Review: I purchased a camera body the Nikon D600 early last year. Nikon released last year there was a known issue with this camera and they were offering to fix it 100% free of charge with less than 3000 images taken with it I sent it in. When I received it back it had multiple issues that I did not find until I took it to a wedding to photograph, again I had to send it in and they repaired it free of charge. After this I knew to check it over and test it. Through all this I have by now taken more test photos than photos I wanted to take with it or client photos. The issue again came back so I sent my d600 in again this time with 9129 photos on the camera and after 2 weeks of no communication on to what was happening with my camera they paid to over night ship it back to me which I was very happy about. Once I let it acclimatize I opened it and tested. I found that my shutter count was very high compared to when I sent it in 12,904 which means their technician took 3,775 photos with my camera and all it shows on the receipt is sensor cleaned! This takes down my resale value and no permission was asked to perform such a task. Not only that but if this issue is still present after parts being replaced then the problem will persist and definitely a clean will not fix that. After everything I have been through I not only feel used I feel like I now have a refurbished camera not a new one I purchased. I have taken more test photos and sending it in for servicing than anything I purchased it for.

Product_Or_Service: DSLR

Account_Number: [redacted]Desired Settlement: Replacement

I want this camera replaced. I have been a faithful nikon customer even with all the issues with this one body and having to return the d750 because of other problems. I take care of my gear so there is no reason other than manufacture failure causing these problems. I feel that is the right thing for Nikon to do and really with the troubles I have gone through and how much the prices have dropped I do not feel I would be out of line even asking for a better ser

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 paid Nikon about $265 to repair my D7000 camera body's multi-function button (SO# [redacted])

When I got it back the multi-function button still did not work. When I sent it back they refused to fix it, and invoiced me the same fee again. They said they do not warranty work on damaged cameras. When I had the repair done I was told they would would warranty the work. I had gotten an estimate of $350 from a Nikon authorized repair center that said the broad needed to be replaced, I sent it directly to Nikon instead expecting superior repair. Instead I paid $265 for nothing. I asked for a refund because they did not fix what they invoiced me for and they refused, saying only "they don't do that".Desired Settlement: I want a refund for the work that was not done, or my camera board that interacts with the multi-function button replaced the way it should have been originally. I should not have been charged for a repair that was never done correctly, or they should have re-done it because it was still broke when I got it back from repair.

Business

Response:

The camera was purchased January 2011. There was a charge for the first repair May 2014 as camera was out of warranty. July 2014 the camera was sent in for a re-repair and impact damage was noted. Photos were provided to the customer along with an estimate which included a discount. The estimate was refused by the customer. On 10/*/14 customer requested a refund for the original repair to the camera. Due to impact damage (the presence of physical damages) the warranty is void and we are unable to refund the original repair cost. Our policy was clearly stated through emails to the customer.

Review: On May **, 2013 I purchased a Nikon D600 DSLR from an authorized Nikon Dealer. The camera has had the same defect five time in nine months. I have had to returned the camera to the Nikon service center in [redacted] five time since purchasing it. I have requested a product replacement in writing after the third, fourth and fifth time the camera was returned. The serial number of the camera is [redacted].

Nikon has maintained that the problem is environment dust and so the camera does not qualify for a product replacement. However, Nikon has replaced the shutter mechanism of the camera twice, and the shutter is currently defective for a third time. Nikon's service center classifies this as " B2 Rank - Moderate Repair. Major parts replaced"

Clearly a major and expensive part would not be replaced on to a camera unless the there was a defect in materials or workmanship.

In the nine months I have owned this camera, it has not been in good working order for more than two consecutive months.Desired Settlement: I would like the defective D600 to be replaced with a Nikon D610.

Business

Response:

Nikon replaced [redacted]'s camera with an upgraded, newer model free of charge on 2/**/14.

Review: I have purchased a Nikon Coolpix AW110 Weatherproof Digital Camera for use in and around water. As soon as little water got on the camera it stopped working. The main concern that this camera destroyed my SD memory card, which had irreplaceable family photos.Desired Settlement: I would like for Nikon to pay for service that would extract data from my SD card. Normal way of plugging this card into a PC do not do anything. This requires professional data recovery service.

Business

Response:

We've advised the customer on sending the camera in for service. Nikon cannot be responsible for any data recovery as outlined in our warranty. We would advise the customer contact the card manufacturer for their data recovery tools.

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 have not contacted Nikon, so I'm not clear how could they have advised me of anything. Also, because camera leaked water, that caused SD card to go bad.

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

Sincerely,

Business

Response:

Customer called the store they purchased from (Costco) who then transferred the customer to Nikon on 12/*/2010 at 3:48PM. We advised the customer to send the camera in over the phone as well as via email sent to [redacted] on the same day. The email did not "bounce" so we assumed it was delivered. If the customer is still having a problem please send the camera in to Nikon for Service.

Review: Sent Nikon D-300 to get repaired back in September. Two months went by and 250.00 dollars later I get my camera back and on the first picture the shutter locks up. same problem it went for the first time. I call them and send it back only to have them tell me a few weeks later that there was no problem with the camera and they shipped it back. well It now according to the [redacted] tracking system went to smithburg Virginia and was delivered yesterday. I wrote them to tell them the camera went to the wrong place and got no responce. I have been calling all day just to get a message that all customer service is busy and to call back later and then it hangs up .Desired Settlement: At this point if my camera does not come back like brand new I want it replaced.

Business

Response:

Customer's camera has been shipped overnight to arrive 11/**/15. We have contacted customer via email and provided a tracking number. We apologized for any incorrect shipping information the customer received originally.

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 Rangefinder which is a Sport Optics product from Nikon. The box was unopened but I found that the Rangefinder came with no battery cover to complete the electrical circuit rendering the brand new rangefinder useless. Their first attempt at rectifying the situation was to send me a battery cover for a different product and when I contacted them, they said they sent it because they were totally out of the correct item and would order a new one. I have made 3 attempts to contact Nikon since then and still do not have an appropriate replacement component. They could have just sent me a new rangefinder and asked that I return the one that I bought. My product is under warranty. My original inquiry number in their system is Incident [redacted] which was updated to Incident: [redacted]. And the most recent is [redacted].Desired Settlement: I would either elect to receive a replacement rangefinder or a full refund including taxes paid to the state of Idaho where I purchased from the dealer.

Business

Response:

The customer has been contacted and sent a battery cover on 3/**/15. The customer appears to be satisfied 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.

[redacted] delivered the appropriately fitting battery cover yesterday evening, 03/**/15. It fits and works. Please extend my thanks to the manager who pulled it from his own personal stock as the representative told me; I very much appreciate it.

Sincerely,

Review: Sent in my DSLR camera for a repair. Received the email with the repair necessary, approved the repair, and paid the invoice. Received my camera back with damages that were not there when the camera was initially sent in. Called Nikon, was told to send the camera back. Sent the camera back. Received yet another invoice for $500 worth of repairs for the issues that were clearly caused while the camera was in NIKON's possession. I called about the 2nd invoice. First spoke to someone that could barely speak english and could barely understand english. Had to end up speaking to a [redacted] who told me I had to wait the rest of the day (i called an hour after they opened) before he can even tell me anything. He assured me he would call me back by the end of the day with an update. I received no phone call at all. I have been without this camera for over a month because of Nikon's mistakes and lack of communication. Now not only will I not have my camera for an event with my children, but I don't even know what will happen with this $500 charge because no one will call me back. I just need a camera back as soon as possible. I have already been without it far longer than I should have been, because of someone else's mistakes. Please help me.Desired Settlement: I would like for either my camera be repaired, at Nikon's cost (not mine since these damages did not happen in my possession) and sent to me overnight. Or replace the camera with a new one because I do not know what other damages they have done to this camera while its been in there possession! I am so afraid that because they have clearly been careless, I will get the camera back and the same thing will happen shortly after.

Business

Response:

We have reached out the the customer on 3/**/15 and 3/**/15 and offered a resolution. Customer will be notified again with shipping information once camera is repaired and it will be shipped back with overnight shipping.

Review: I purchased a $500.00 item from Nikon USA that was not available from any other online vendor. When received the item, I tried the item on my camera and decided I didn't not like it, I would not have used the item. Decided to return the said item. I called Nikon within the 14 days return allotted and was asked by the customer service representative if I had opened the box and used the item. I was honest and told her yes I had but decided I didn't want it. It was at that time that she told me I could not return the time because it was outside of the return policy, that being it had been opened and onetime put on my camera. I said I had not been advised that this was the return policy prior to the purchase and frankly would not have even expected this to be the case, but after going through 2 supervisors and escalations of the request, they have denied issuing me a RMA.

There was no indication of this policy when I purchased the time nor was I directed to accept this practice before I bought it or I would not have purchased it from them. Very poor business practice and I wonder if it is even lawful in the USA.Desired Settlement: I expect Nikon to issue me a RMA for return of this item and a complete refund of the purchase.

Business

Response:

Customer's case was escalated to Level 3 for review. An RMA was issued 1/*/14 at 11:54 a.m. Please note we had holiday closings during this time period.

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:

My requested resolution was RMA & Refund. I am currently on vacation, away from home. Will not be able to execute the RMA return until Monday 1/**/15. Until my money is refunded, I will not consider this complaint closed.Sincerely, [redacted]

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

Sincerely,

Business

Response:

An RMA has been issued for this return on 1/*/15. Merchandise needs to be returned within 14 business days to Nikon (by Jan. [redacted]) and once received allow 3-5 days for processing the refund.

Review: To Whom It may Concern,

This is to complain about Nikon Inc (Nikon Inc., [redacted] Phone: ###-###-####), about the defective product I have purchase from them.

I am a retired senior citizenship on social security. Photography is my biggest hobby and on 05/**/2011, I ordered a Nikon D5100 from Amazon in the amount of $826.11. This is an expensive purchase for me and I really loved the camera.

One day in May 2013, the camera broke down suddenly during the normal usage - pictures are all black (nothing is taken) and it seems like a stuck shutter. I contacted Nikon local center and was told $300-$500 to repair.

Interestingly I have done some research on [redacted] and noticed this is a very common issue for Nikon. Considering the commonality, should Nikon recall? It isn’t fair for a camera to have a 2-year life!

I wonder could I get your help to ask Nikon to repair my camera. Your help is highly appreciated!

[redacted]Desired Settlement: Please repair for me!

Business

Response:

Nikon has had no contact with the customer prior to this complaint. Upon receiving this Revdex.com complaint we contacted them and asked that the camera come in to Nikon's service center to be evaluated.

Review: I contacted the Nikon online support group on 09/**/2013 regarding focus and macro mode issues with my COOLPIX L810. I stated to them that the camera will not focus properly on almost any subject anymore, especially macro. I photograph mostly portraits outdoors with the occasional wedding. A response was sent back to me asking for sample images that show the issue that I am having. I sent 11-12 various images in various location and lighting settings. I received a snarky response back from Nikon that stated that I need to refer to my user manual, that all of the 11-12 images I sent where used in the same mode despite me saying they were all different location and camera setting and lighting. He also pretty much insulted my intelligence about how to use my camera. I have had this camera for about a year and a half and know it inside and out. I explained back to the Nikon customer support that I have already referred to my manual and it didn't work, so I thought I would contact Nikon directly. I received a response that included a quick apology and felt as if I was being brushed off. I responded back on 09/**/2013 stating that I had every intention of fully upgrading my camera to a full frame Nikon but not I don't really want to and have considered switching brands completely. Why spend that much money on a device that if something when wrong I would be told "refer to your manual" instead of offering a solution. A response was sent saying I could pay to have it shipped and fixed PREPAID along with any extra fees I could encounter. I am disgusted by the customer support and willingness to help.Desired Settlement: I am beyond fed up with my current COOLPIX L810 and would like a better camera from Nikon or issued a refund for the ORIGINAL cost that I paid for when I purchased the camera when it was released to Best Buy. If not, then Nikon will lose a customer

Business

Response:

Customer provided sample images showing poor image quality due to a number of issues but insists that she’s using the camera properly. We asked that she send the camera in to be checked and offered to provide free shipping labels, but [redacted] refused since she would then not have a camera to use.

Without the opportunity to check the camera or have her do some further troubleshooting there is nothing more Nikon can do. We would still be happy to provide a free shipping label when the customer is open to having us review the camera.

[redacted]; Customer Experience

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 complaint was filed MONTHS ago!! And im just now hearing from Nikon. I have since THROWN out the camera and upgraded to theb highest grade Canon DSLR. I will never again purchase a Nikon product again. Their equipment does not work, their customer service is deplorable and disgraceful. They are rude, pompous, disrespectful human being. You'd be an it to purchase any Nikon equipment. I was told I could send in my craps of a camera and not have to pay for shipping BUT I had to provide a Credit card so they could put a hold on it for any possible repairs DESPITE my camera being under a year old. My intelligence was questioned and I was told I didn't not know how to use the camera and was told multiple times to refer to my manual. Obviously the sorry excuse of a manual didn't help that is why I contacted Nikon. Nikon can crawl under a rock.

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

Sincerely,

Review: Purchased New Nikon S31 it was defective. I had it for 4 months contacted warranty dept. Followed mailing instructions.30 days later I recieve a 7.50 bill for shiping and a notice the warranty was voided. The yechnician said it was broke inside and too expensieve to fix. They refused to let me talk to a [redacted]. I had purchasef several Nikons before. But now there product is not worth yhe label. The customer service is very bad. I would of gladly paid a little more for abetter replacement. But the customer service rep said to bad to sad we will not do a thing to help you. So I am not sure how they have such a high rating when they dislike tier customers.Desired Settlement: Replace this defective camera.

Business

Response:

Customer has been contacted today and appears satisfied with a resolution. The camera will be replaced for good customer relations.

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: In May of 2013 I purchased a Nikon Coolpix S01. Two months later on a once in a lifetime trip to [redacted], [redacted] the camera stopped working. When powering on it beeped three times and displayed a line through the center of the screen and displayed a red exclamation mark. I was unable to do anything with the camera, it would not take pictures or let me view the pictures I had taken. I sent it away to be repaired completely afraid that my once in a lifetime picures had been lost forever. The camera was at that time repaired free of charge as it was under warranty and thank God the pictures were still there.

Fast forward to this year May of 2015 again on a once in a lifetime trip (this time my husband and my first cruise) on Day 5 after taking numerous pictures the camera once again stopped working and did the exact same thing it had done previously. It displayed the line through the middle and the red exclamation mark. Again I could not take pictures or retrieve the pictures that had already been taken. Reluctantly again I sent the camera off to be repaired completely afraid again that those once in a lifetime photos were completely gone. I have not gotten the camera back yet but received an estimate today for a huge total of $87. This may not seem like a lot to some people but for a camera that should have been fixed right the first time it is outrageous. I don't believe I should have to pay this since the camera should have been fixed right in the first place. Other than on major trips like these two the camera is not used that often so it is still in excellent condition. I also will be left with nothing more than a paper weight as I do not wish to ever use this camera again. It cannot be relied upon as a good quality product and I cannot continue to go through the agony of thinking my pictures are gone forever.

I take extremely good care of my belongings so this is not a problem on my end, this is a manufacurer defect in the product and I would like to see Nikon stand behind their products and do what is right.Desired Settlement: First and foremost I would like the repair cost of $87 to be refunded and my camera fixed free of charge. Second, since this is now nothing more than a paper weight, since it is a product which cannot be relied upon I would like some sort of refund or replacement item.

Business

Response:

Customer has been contacted on June [redacted] and June [redacted] and offered a resolution for her camera issue.

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 placed online order for sale item, AF-S NIKKOR 50mm f/1.8G (Refurbished) Product Number: 2199B, on sale for $152.96, the order # is [redacted]. When I did not receive an order confirmation email, I checked order status and noticed the billing address was incorrect. I contacted Nikon Customer Service to have billing address corrected, and was told by the Nikon Customer Service rep that she was unable to correct the billing address and order # [redacted] would not go through. The Nikon Customer Service rep stated she would cancel order # [redacted] and I should re-order item. I re-ordered item with correct billing information, (order #[redacted]). Later that day, I received order confirmation of 2 items (order # [redacted] and order #[redacted]) and UPS shipping notification of the 2 orders. I did not intend to order 2 items, but again, I had been advised by the Nikon Customer Service rep that original item (order # [redacted]) would be cancelled and to re-order item. The only option remaining is to return the original item (order # [redacted]) that was to be cancelled, and receive a refund. If the Nikon Customer Service rep had correctly advised that original order (order # [redacted]) was going to be processed and sent, even with incorrect billing address, I would not have placed 2nd order (#[redacted]). Since I had attempted to only order the one sale item, (order # [redacted]) paying for return shipping would negate most of the discounted savings from the sale that prompted me to order in the first place. I should not be responsible for return shipping charges for original order (order # [redacted]) since I had been told by the Nikon Customer Service rep the order would be cancelled and to re-order. I have attempted to clarify and resolve this issue through several phone calls to Nikon Customer Service, including speaking to a [redacted], [redacted] Every person contacted has repeatedly stated they would or could not provide return shipping for merchandise; the [redacted], [redacted] stated the matter would have to be escalated further and could not be resolved during weekend hours. Since the Nikon Customer Service rep I originally contacted failed to cancel order (order # [redacted]) despite advising me she would do so, and further advising me to place a 2nd order since the original order would not go through, I would like a pre-paid return label, or to be reimbursed for the return shipping charges for original order (order # [redacted]).Desired Settlement: Prepaid return shipping label or reimbursement for return shipping for order # [redacted]

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: the battery compartment latch got broken,it is almost new and under warranty.I Sent it in but they said it is not covered under warranty

I bought this camera in Walmart on 01/**/13 with my X-mas gift card,paid $161.29 with tax.Serial #[redacted] Coolpix L610(black).I did not use it for a while because I have another one.I literally took only like 10 pictures maybe when the battery compartment latch got broken.I went to Walmart but the lady who sold it that I had only 10 days to bring it back or exchange it,she advised to send it in for repair since it is still under warranty.I registered it on-line and sent it in last month.But I got denied they sent me an e-mail and paper saying that this repair is not covered under warranty and it would cost me $118.53 to get it fixed!Account # for Nikon repair is [redacted],invoice repair #[redacted].Service order #[redacted].I do not understand their warranty if this little latch is not covered and it would cost me $118.53 to fix it, then in this case I will never ever buy Nikon camera,I mean what is point of paying this much money to get it fixed when I can buy a new camera with this money!What a disappointment!!!Desired Settlement: I was hoping to get that battery compartment latch fixed

Business

Response:

Sent customer a prepaid shipping label to send camera in for a repair.

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 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: 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: 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: I purchased my Nikon D750 DSLR camera in December 2014 for use in my photography business. A few month after I received my camera Nikon announced a international recall due to a flare issue. At that time it was not possible for me to return my camera to Nikon, since I use it as part of my income. I contacted Nikon & they notified me that I would need to return my camera for the recall within a year of purchasing. I planned to be within my camera for one whole month & shipped it in for the recall to be service at the beginning of August 2015. The camera was out of my possession for roughly two weeks. I was out of town when the camera came in the mail, but my husband received the box for me. Once I was home I quickly checked my camera to make sure everything was in working order. It was not. The camera would not focus in any of it's modes. This is an obvious HUGE issue for me for multiple reasons, one being that the use of my camera is the main source of income for me. I needed to have my camera functional & able to use or else I have no revenue. Second of all I was on a time crunch. I needed to have my camera in my hand & fully functional by the date of Sept [redacted]. I was concerned that by sending my camera back to Nikon that they would not rush the process & I would in fact loose a large sum of money. I immediately contacted Nikon & went over the problem with them. They treated me as though I knew nothing about the use & functions of my camera. It was an all day process to finally be able to just get them to "approve" me sending my camera back to them to correct what they had broke. I explained to them that I was on a time crunch because I had clients that had already booked me & I needed my camera by a certain date. Nikon did NOTHING to expedite things on their end. They in fact never even sent me a shipping label (as promised) for me to send my camera back to them. I had to contact them the next day asking why I haven't received a label. They told me that it takes up to 48hrs for the label to get processed. I told them that I didn't have the time to wait for that because this was an urgent matter. I spoke with the manager Rich. He then expedited the label, and with no surprise then sent me a standard shipping label instead of an overnight label, which just proved my point more they did not care to hurry & resolve the problem they caused. Then they tell me that I have to time more time out of day to contact them to request it to be put into rush once they receive the camera. I contacted them & again stated my concerns. I explained to them that no matter what I need a functional working camera with NO ISSUES to be returned to me no later than 9/*/2015. Rich told me that the camera was being rushes & that they were doing everything possible to get it back to me on time. He also told me that I camera would be inspected & texted prior to shipping it back to me. The camera was gone out of my possession for two weeks. Which is the EXACT same time that is was gone when I sent it in for the original recall. This again proved that they did absolutely NOTHING to rush & fix the problem. Again I was out of town & my husband received the shipment for me. Once returning from out of town late in the day yesterday I quickly examined my camera. The inside of the view finder is horribly dirty & covered in some kind of possibly oil, I am not sure what it is but know that it should NOT be there. It obstructs my view. This is NOT acceptable, especially when the invoice SENT by Nikon states that they checked & cleaned my camera. Obviously they had the camera apart to fix the problem they causes & then didn't both to check my camera. I again contact Nikon & immediate ask to speak with a manager. Brianna transfers me over to Laurance & apologizes. I told him that I need the camera immediately cleaned & the problem fixed. I told him sending the camera back to Nikon is not an option because they already had my camera TWICE & did something wrong BOTH times. I requested for them to either send me a replacement camera or pay to have the camera service at a local shop. He advised me that they don't send out replacement & that there are no authorized dealers of Nikon in my area. I told him that I HAVE to have the camera to use by Sunday or I will loose a huge sum of money. He told me all that I can do is send the camera to them & they would try to get it back to me as fast as they could. I asked him if they can get it to me by tomorrow (9/*/2015) & he told me know. I requested to talk to someone that would resolve my problem. He explained that he would submit a request for corporate to contact me & that I would hear something by the end of the day. Well today is Friday 9/*/2015 & I have yet to have ANY contact from Nikon. No phone call or email. I am upset by how HORRIBLE they are & what horrible service they provided.Desired Settlement: My desired outcome is either to replace my camera, since they obviously can't fix anything without making it worse. Refund me for my original purchase or send me payment to have my camera served at a local TRUSTED camera repair shop. I also wish for this to be resolved immediately because I have a LARGE number of paying clients & do not have the luxury of being without income for an extended period of time. If I am without income due to the delay on Nikon's side then I request to be compensated because I do not have time to continue to try to fix the problem THEY caused!

Business

Response:

We have contacted the customer and asked that she send her camera in to our Service Department for a re- evaluation. An overnight prepaid shipping label was sent on 9/*/15 but the label has not yet been used. It has been noted that she stated she does not want to send in her camera but we can't possibly make an evaluation without it.

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]

My camera is used for 100% of my income. I have already planned to be without my camera for one month, the entire month of August. Nikon had TWO chances to fix an issue with my camera & each time caused an entirely new problem. They have already had my camera in their possession for a total of 4 weeks. It is not possible for me to be without my camera for an additional extended period of time without it causing a financial burden to me. Sending my camera back to Nikon is NOT an option, or I WILL loose income. Nikon has also made no effort to correct the problem they caused while making it convenient for me. I don't understand why they would think that I would assume they would fix an issue for a THIRD time? When they couldn't get it right the two other times. Unless Nikon wants to reimburse me for any loss income then I would be willing to send my camera in or they can 100% guarantee that my camera will NOT be out of my possession for more than 24 hrs. My reasonable resolution stands: 1.) please send payment for my to have a LOCAL camera shop repair my camera, so that can get back it back within 24hrs & not have a financial hardship 2.) send me a replacement camera 3.) refund the original purchase price of my camera so I can purchase a new one.I would also like to note that even though I had complained to Nikon about this issue & spoke with a service 'supervisor', not once did anyone get back to me about the problem. I have had to pursue this entirely from my end, even after multiple requests to have someone from corporate or a branch manager contact me. Nikon has made NO effort to contact me or even care to contact me, thus proving they have no respect for their customers. If I didn't have thousands of dollars invested in my camera equipment I would sell it all & switch over to canon in a heart beat. Unfortunately I can't financial do that, making me stuck with a company that disregards it's customers. I am more than disappointed with Nikon.

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

Sincerely,

Business

Response:

Customer was sent a prepaid overnight shipping label to return her camera. We advised customer we will be replacing her camera but first she needs to return her camera. No further action can be taken until there is movement on her shipping label. At this time she has not sent back her 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. Nikon accepted complete responsibility for their mistake & corrected the problem by sending me a brand new camera as a replacement. I am sorry it took a bit to get to a solution & that it had to happen in the first place, but I am very happy with Nikon's response to the situation.

Sincerely,