Nikon Store USA issue

Hi just a general warning and sharing of my experience. I've purchase many items both new and refurbished from the Nikon US store and for the most part it's been a positive experience. BUT, 2 weeks ago I purchased a refurb 60g and UPS delivered the lens to the wrong address (since I always track purchased I phoned Nikon within 60 minutes of the UPS delivery confirmation to the wrong address). I've emailed and called Nikon for the last 5 days and I'm still getting the same run-around. I'm finding the customer service very sub-par, I would never experience this type of treatment from some of the big online retailers. They are "looking" into having UPS track down the missing lens, this has been going on for 5 days and they never contact me for an update, I'm forced to contact them even if they promise to keep me posted, very frustrating....... How they can drag a loyal customer like me around for 2 weeks on a $400 item after I've spend a fortune over the years on their products, this has left a terrible taste in my mouth. I need the lens for a September 24th shoot, it's going to be tight.... Wish me luck.......
VERY FRUSTRATED!

Thanks for listening to my vent and stick with the experienced retailers and let Nikon stick with manufacturing.....
JS

I had a very similar experience. My plans changed without warning and I wasn't going to be home for two weeks after ordering an expensive camera. They were zero help at first - made excuses saying the system wouldn't allow them to do anything...I called UPS and they told me NikonUSA could contact them and have the address updated but I couldn't do it (which makes sense). I finally got someone on the phone at NikonUSA that at least acted like he would try to help but in the end did nothing. The camera ended up arriving a day earlier than the estimated delivery date so I was home but it sure wasn't anything NikonUSA did to help!

Sounds like an pattern of poor customer service. This will be my last order from them...

SuisseNikon said:

UPS delivered the lens to the wrong address

Click to expand...

Why exactly are you mad at Nikon?

--
My Smugmug photos http://www.brianshannonphotography.com/
My photo blog http://brianshannonphotography.blogspot.com/
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Read my post carefully. I'm not mad at Nikon, I'm disappointed that their US Store has such horrid customer service. Is that hard to grasp?

beshannon said:

SuisseNikon said:

UPS delivered the lens to the wrong address

Click to expand...

Why exactly are you mad at Nikon?

--
My Smugmug photos http://www.brianshannonphotography.com/
My photo blog http://brianshannonphotography.blogspot.com/
My 500px photos http://500px.com/brianshannonphotography/

Click to expand...

Two points for UPS

What do you want from Nikon?
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'I don't necessarily believe everything I say'!

Ummmm, to take responsibility for the product they shipped me until it's in my hands, that's the way it works, even Nikon admitted it's fully their responsibility and they are insured by UPS. Like I said 3 times now, what I want from Nikon is some decent service, keep me updated on progress of this issue, are you slow?

Ring A said:

Two points for UPS

What do you want from Nikon?
--
'I don't necessarily believe everything I say'!

Click to expand...

I hope you get your lense on time. It's sad to hear this and even more so to hear that others just don't get it. You know, I'm pleasantly surprised when I run across old-school customer-knows-best how-can-I-help attitudes by retail outlets these days, especially when things go wrong. That should not be the exception. The service you're experiencing now should be the exception. Unfortunately, it's not and with people growing more and more accustomed to it and flippant about it, we'll never see it turn around again.

I wish you the best of luck. We can only hope someone who takes responsibility and accountability at Nikon reads these forums. You're right - they should bend over backwards for each and every customer that wants to hand over money, no matter how small the purchase or how long they've been a loyal customer.

Thank you! Finally someone with some common sense.... there's still hope for us

stemarcoh said:

I hope you get your lense on time. It's sad to hear this and even more so to hear that others just don't get it. You know, I'm pleasantly surprised when I run across old-school customer-knows-best how-can-I-help attitudes by retail outlets these days, especially when things go wrong. That should not be the exception. The service you're experiencing now should be the exception. Unfortunately, it's not and with people growing more and more accustomed to it and flippant about it, we'll never see it turn around again.

I wish you the best of luck. We can only hope someone who takes responsibility and accountability at Nikon reads these forums. You're right - they should bend over backwards for each and every customer that wants to hand over money, no matter how small the purchase or how long they've been a loyal customer.

Click to expand...

Yeah, its just a shame he doesn't work for Nikon.
--
Richard R. Price

SuisseNikon said:

Read my post carefully. I'm not mad at Nikon, I'm disappointed that their US Store has such horrid customer service. Is that hard to grasp?

Click to expand...

I would guess that Nikon has to follow whatever process is in place for missing shipments with UPS. I am guessing from your tone that you expect Nikon to rush another lens to you.

Good luck to you.

--
My Smugmug photos http://www.brianshannonphotography.com/
My photo blog http://brianshannonphotography.blogspot.com/
My 500px photos http://500px.com/brianshannonphotography/

Might be that those that responded negativly toward your plight were the Nikon service reps you were dealing with. Good luck on a resolution.

Agree 100%. I try to be reasonable when it comes to customer service since I've been on both sides and there are certainly plenty of unreasonable customers to go around. I've had exactly two shipping issues in years of ordering camera gear online. The first was an order placed with Amazon and they went out of their way to help. The 2nd was NikonUSA and they were zero help. In general I've had ok service from NikonUSA but B&H, Adorama, and Amazon are less expensive and provide better service. Which is why NikonUSA is always plan B or C for me. If these other retailers can provide better service at a lower price then it's not unreasonable to expect NikonUSA to at least try to match or exceed the service. The customer didn't buy from UPS they bought from NikonUSA and NikonUSA should work to help resolve the issue regardless of fault. In my experience they make excuses and hide behind process to avoid helping.

Well, I don't know how it works in your country but here your contract would be with the seller and not the carrier. They are in breach of contract and you should ask them to send your lens or a refund. You may well use UPS Tracking but that does not mean you have assumed responsibility for ther lens' safe delivery to you. If you use a credit card when you buy this way the card company will be obliged to reimburse you if your purchase does not arrive.

You are the customer, you do not have to wait around while they procrastinate. Tell them and insist on service.

Pay for the shipping, they may have made you responsible for the shipping.