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Nikon Service Nightmare

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Jason Butler

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In September of last year I noticed some problems with my camera's (D1 Serial# 5012916) autofocus operation. In October I sent the camera in for service with a photocopy of the purchase receipt sitting on top of the camera in its origial box. After some time I called for an update on the status of the repair. I was told that there was no proof of purchase. So, I faxed a second copy. The camera was sent back to me several days later.

My business uses two D1x cameras as well as three D1 models. I did not test the camera immediatley after it was returned from service. Some weeks later I noticed that the camera would not record images properly to the CF card. I sent the camera back along with a CD of sample images and a letter explaining the problem.

After sending the camera in I received an "Acknowledgement/Estimate" stating that repairs would cost over $1,700. After calling and learning that the camera had sufferd some "impact damage" it was decided that the camera would be repaired at no charge. There was no evidence of impact damage when I sent it in.

The camera currently shows a "Parts Hold" on the Nikon Service website. Nikon Service in New York have had the camera since the day after Christmas (December 26)! I have not had use of the camera since Late September of last year! I have called and dealt with Jennifer and another service representative in California. Both promised to call me back with an update and ETA on repair. Neither did on three different occassions!

My questions are simple:
1. What parts are on "Hold"?
2. Why is this taking so long?
3. When will I have a working camera back?
 
Jason,

Wow. That does suck. Did you insure the package when you sent it to Nikon? When I get my Nikon, I'm insuring the baby. That way, I can tell Nikon if the camera has suffered "Impact Damage", they can call UPS or FedEx and those people can write Nikon a check. Not me.--'I do just about everything in my CCDs...'The E-10 Club Message Board: http://pub57.ezboard.com/bthedigitaldinguscommunityMy Website: http://e10club.topcities.com/
 
I am in the aerial photography business and I ship my cameras often. I ALWAYS insure each camera for $5,000 with both FedEX and UPS.

Jason
Jason Busch said:
Jason,

Wow. That does suck. Did you insure the package when you sent it to
Nikon? When I get my Nikon, I'm insuring the baby. That way, I can
tell Nikon if the camera has suffered "Impact Damage", they can
call UPS or FedEx and those people can write Nikon a check. Not me.
--
'I do just about everything in my CCDs...'

The E-10 Club Message Board:
http://pub57.ezboard.com/bthedigitaldinguscommunity

My Website: http://e10club.topcities.com/
Click to expand...
 
I'm curiouis about this insurance with a carrier. What is the payout from a carrier if it's lost or damaged by them. I think once it's delivered and signed at the other end, and nothing is noted about the quality of the package, its now out of the carriers hands with regard to damages and liability.

Has anyone ever filed a claim with regard to damage, and received payment or full value replacement?

Just curious,
Phillip
Jason Butler said:
Jason
Jason Busch said:
Jason,

Wow. That does suck. Did you insure the package when you sent it to
Nikon? When I get my Nikon, I'm insuring the baby. That way, I can
tell Nikon if the camera has suffered "Impact Damage", they can
call UPS or FedEx and those people can write Nikon a check. Not me.
--
'I do just about everything in my CCDs...'

The E-10 Club Message Board:
http://pub57.ezboard.com/bthedigitaldinguscommunity

My Website: http://e10club.topcities.com/
Click to expand...
Click to expand...
 
Jason Butler said:
My questions are simple:
1. What parts are on "Hold"?
2. Why is this taking so long?
3. When will I have a working camera back?
Click to expand...
Jason,

I heard from several people about 2 months ago that D1 parts were becoming a bit harder to get and were in short supply. Since I don't know exactly what is wrong with your camera, it is hard to know what parts you need. Obviously many of the parts would be interchangable with the D1X so that would not be a problem but if it is an older part that only the D1 uses, perhaps those rumors of a shortage and backorder are true. If indeed what my 2 friends told me were true, I guess that would answer questions 2 & 3. I hope your camera is returned soon. If nothing else, I certainly would get back on the phone with Nikon and demand some type of estimated completion date from them.
Regards,
John Mitchell
 
A couple of years ago I had an N50 that needed a CLA and had some odd spots on the focusing screen. I sent it off to Nikon service via the store I purchased it through. Nikon stated 2 weeks tops. 2 1/2 months later I received my camera-all fixed but no explanation on why it took so long!! They performed the CLA and had to replace the focus screen. I've heard lots of stories about excessively long service times. I think Nikon needs to work on this a little bit.
John Mitchell said:
Member said:
My questions are simple:
1. What parts are on "Hold"?
2. Why is this taking so long?
3. When will I have a working camera back?
Click to expand...
Click to expand...
 
Sounds eerily similar...0000.

I had a similar thing happen with my Canon G1.

Sent it in to have some hot pixels fixed, they sent me back an invoice for $150 for "impact damage."

There were a few small scratches on the body, but nothing ever had been dropped. The woman on the phone told me, "well, it was there....you just didn't notice it."

Since I bubble-wrap the hell out of everything, I knew it wasn't there from shipping.

After some phone wrangling, they agreed to fix it at no charge.

I think it would be up to you to ship it insured, but it's up to them to identify whether or not there appears to be any shipping damage upon receipt.

Best thing you can do is photograph the camera before it goes out the door, ship insured, and send a delivery memo stating the cameras condition when it's received (which they should acknowledge).
 
Today (03/05/02) I received a replacement camera from Nikon. It is another D1. I have tested it and so far it seems to work perfectly. The serial number is in the 5036xxx range, so this is a later model than my original.

I do not know anything about this camera. I am wodering if it is new or a refurbished model. I also do not know the warranty status of this replacement camera. I am happy to have a working camera back. I just would appreciate more information and better communication.

Jason
Jason Butler said:
In September of last year I noticed some problems with my camera's
(D1 Serial# 5012916) autofocus operation. In October I sent the
camera in for service with a photocopy of the purchase receipt
sitting on top of the camera in its origial box. After some time I
called for an update on the status of the repair. I was told that
there was no proof of purchase. So, I faxed a second copy. The
camera was sent back to me several days later.

My business uses two D1x cameras as well as three D1 models. I did
not test the camera immediatley after it was returned from service.
Some weeks later I noticed that the camera would not record images
properly to the CF card. I sent the camera back along with a CD of
sample images and a letter explaining the problem.

After sending the camera in I received an
"Acknowledgement/Estimate" stating that repairs would cost over
$1,700. After calling and learning that the camera had sufferd
some "impact damage" it was decided that the camera would be
repaired at no charge. There was no evidence of impact damage when
I sent it in.

The camera currently shows a "Parts Hold" on the Nikon Service
website. Nikon Service in New York have had the camera since the
day after Christmas (December 26)! I have not had use of the
camera since Late September of last year! I have called and dealt
with Jennifer and another service representative in California.
Both promised to call me back with an update and ETA on repair.
Neither did on three different occassions!

My questions are simple:
1. What parts are on "Hold"?
2. Why is this taking so long?
3. When will I have a working camera back?
Click to expand...
 
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