Warning - Nikon REFUSES to replace equipment they cannot fix, even if under warranty.

Started Jun 12, 2013 | Discussions thread
Mako2011
Mako2011 MOD
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In reply to cerberusjf, Jun 14, 2013

cerberusjf wrote:

Mako2011 wrote:

cerberusjf wrote:

Mako2011 wrote:

Juggernaut122 wrote:

They finally agreed that since they cannot repair it that they would replace the equipment.

That is normal policy with NikonUSA. Three tries then replace. They do not publish this policy, and will not make it public.

Do you know why they do this? It is a pity they don't replace it the first time if they are not able to fix it properly.

Because of cost. The profit margin on cameras is very small

I don't understand how it can be more cost-effective to receive, process and return a camera at least twice, then replace a camera than to assess it properly and fix or replace it the first time.

The profit margin is very small on a body. The vast majority of repairs (I have been told this) are a one time things not needing multiple trips and the "3 timers" are relatively rare. "2 timers are more frequent though but don't approach the "single time numbers".  If you go to a "buy one get on free" mode with 2 time repairs...the bean counters have shown you lose a bigger junk of change than waiting till 3 and it's cost effective (don't lose as many buys as we might think).  That's simply how I understand it.

I also don't understand why Nikon can't fix front focus if it is so easy?

Perhaps not as easy as we think? That said. Seems a small % (in terms of real raw numbers) get returned for it. (told that also but can only assume was being told the truth)

Nikon are shooting themselves in the foot, if this is how they behave. They should be doing everything to resolve the problem as fast as possible, not the reverse. A customer does not owe Nikon any favours. It reflects very badly on Nikon and prosective customers should be warned about their poor service and attitude. In all the "should I get Canon or Nikon" threads I've seen, I don't think I've seen customer service commented on. And when you need it, it is very important, much more than how a camera feels in the hand imho.

Certainly and understandable sentiment.

I would have thought that Nikon would have preferred to fix lemon cameras under warranty than have buyers return them for exchange or refund.

Yes...that's what they do. I suspect authorized vendors take a cut of the loss as well. Do not have specifics of the contract stuff in that regard...may be built into the price?

I had thought that under consumer law that the responsibility for a product being fit for purpose lay with the manufacturers, I thought that what the warranty was for anyway. But it seems that it's the poor retailer that has to take responsibility, here in the UK anyway.

Maybe.

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