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New Nikon D500 suddenly died

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F Kim

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I bought a brand new D500 a couple of weeks ago. Have only used it a few times, taken about 500 photos (mostly bursts). This morning I took a couple of photos, then suddenly the live view screen went blank and became non-responsive when I tried to view the photo just taken. I thought maybe it was just lagging a bit but then I switched it off and back on again and nothing. Completely dead - even the control panel is blank (usually when switched off it still displays the number of exposures etc).

The viewfinder is also a bit 'fuzzy' when I look through it. Hard to explain.... I can still see through it but it's not clear and looks like it has a film across it which makes the scene look darker and 'fuzzy'. It will still zoom in/out and manual focus (or tries to) when turning the dial on the lens.

I've taken the battery out, fully charged it (though it wasn't flat in the first place), also took out the memory card, then re-inserted both and tried again but nothing. I've removed the lens and also replaced with a different lens - makes no difference since the camera won't switch on.

I have reached out to the supplier/retailer to review and fix but just wanting to know if anyone has come across this? As I couldn't find a single thing on google that resembled this issue. The only thing I came across was people having issues switching the camera OFF. It doesn't sound to me like a battery issue, though I could be wrong (and quietly hoping I'm wrong as that would be an easier fix!).

(Please note: before anyone makes any patronizing remarks, I am new to these forums and also new to DSLRs)
 
F Kim said:
The viewfinder is also a bit 'fuzzy' when I look through it. Hard to explain.... I can still see through it but it's not clear and looks like it has a film across it which makes the scene look darker and 'fuzzy'. It will still zoom in/out and manual focus (or tries to) when turning the dial on the lens.
Click to expand...
This is what the viewfinder looks like when there is no battery ...

Somehow no current is getting to the camera. It is not just the switch, as the control panel should be powered even when the switch is off.

You will have to go to your supplier.


JC
Some cameras, some lenses, some computers
 
It could be you have a defective battery. As JC says, what you describe as being the viewfinder view is what the viewfinder normally shows when there is no power.

If you can't swap another battery, you'd best deal with wherever you bought the camera. What you describe is not normal. It may be your camera - or the battery - is defective.
 
F Kim said:
I have reached out to the supplier/retailer to review and fix but just wanting to know if anyone has come across this?
Click to expand...
.. Just demand a new one or all of your money back.

I am not sure in which country you are but in the UK the supplier would not have a leg to stand on.
 
Robert Cohen said:
If you can't swap another battery, you'd best deal with wherever you bought the camera. What you describe is not normal. It may be your camera - or the battery - is defective.
Click to expand...
Yes, I have sent the camera to the supplier's local office to test the battery, as I don't have a spare myself to check with. But it was one of the first things they asked me to check. Hoping it is just the battery that they can swap out. If it's anything else they'll have to send it off to Nikon for further inspection.

Just to add (if this means anything), I did put the battery on the charger and it appeared to be charging ok. Ie. light was flashing whilst on charge and stopped flashing when fully charged. Hence my initial thought that it wasn't a battery issue.

Also in case anyone is wondering, I have not dropped the camera or been rough with it or anything like that. And there were no warning signs or sounds that it was dying or malfunctioning - it just switched off suddenly.

Anyhow I'll provide an update to this thread for others' benefit, if anyone else comes across this issue.

Thanks all.
 
David Lal said:
.. Just demand a new one or all of your money back.

I am not sure in which country you are but in the UK the supplier would not have a leg to stand on.
Click to expand...
I am in Australia. They said they will check the battery first and if that fails, then off to Nikon. I'm not sure what happens from there on but if it is an issue with the body then yeah my expectation would be for a complete replacement. I don't want a 'repaired lemon'!

If it is just a battery issue then I suppose i'll just take the replacement battery.
 
F Kim said:
F Kim said:
.. Just demand a new one or all of your money back.

I am not sure in which country you are but in the UK the supplier would not have a leg to stand on.
Click to expand...
I am in Australia. They said they will check the battery first and if that fails, then off to Nikon. I'm not sure what happens from there on but if it is an issue with the body then yeah my expectation would be for a complete replacement. I don't want a 'repaired lemon'!

If it is just a battery issue then I suppose i'll just take the replacement battery.
Click to expand...
Honestly I would have demanded a replacement if it was within 2 weeks. It should have been there shop to return it as defective and you should have gotten a brand new camera.
 
Quick update: it wasn't the battery.

But sounds like I should be getting a replacement.
 
EricK214 said:
Honestly I would have demanded a replacement if it was within 2 weeks. It should have been there shop to return it as defective and you should have gotten a brand new camera.
Click to expand...
It sounds like they will replace for me, but I suppose they have a process to follow with the supplier in terms of product warranty.

Ideally they should have shipped a brand new replacement immediately on receipt of the defective one, and handled the rest on their end so I'm not left camera-less, but..... :-|
 
F Kim said:
F Kim said:
Honestly I would have demanded a replacement if it was within 2 weeks. It should have been there shop to return it as defective and you should have gotten a brand new camera.
Click to expand...
It sounds like they will replace for me, but I suppose they have a process to follow with the supplier in terms of product warranty.

Ideally they should have shipped a brand new replacement immediately on receipt of the defective one, and handled the rest on their end so I'm not left camera-less, but..... :-|
Click to expand...
Your contract is with the business that supplied you the defective device. That supplier's contract is with the manufacturer and these two things are totally separate - you should not need to be concerned about the latter.

Were I you I would be very hard-nosed about this and demand either a replacement or your money back.

Good luck!
 
David Lal said:
Your contract is with the business that supplied you the defective device. That supplier's contract is with the manufacturer and these two things are totally separate - you should not need to be concerned about the latter.

Were I you I would be very hard-nosed about this and demand either a replacement or your money back.

Good luck!
Click to expand...
Many in the UK do not make this important distinction.

Sometimes there can be an amicable work-around - especially with Nikon Pro dealers.

When the D850 first came out Nikon Pro dealers carried a demo D850 - supplied by Nikon.

A buyer of a D850 from my local Nikon Pro Dealer had it fail after 3 days - and naturally took the camera back to the Nikon Pro dealer, put the camera on the counter - and said sort that out.

The D850 was then on back order everywhere in the UK.

The dealer phoned Nikon who said send the D850 to us and in the meantime loan our demo D850 to the customer so he can keep shooting.

2 working days later the customer had a replacement D850 after Nikon "found" one to send to the retailer.

If the amicable solution involving Nikon had not been possible the customer was entitled to a replacement or full refund from the retailer.
 
David Lal said:
F Kim said:
David Lal said:
Honestly I would have demanded a replacement if it was within 2 weeks. It should have been there shop to return it as defective and you should have gotten a brand new camera.
Click to expand...
It sounds like they will replace for me, but I suppose they have a process to follow with the supplier in terms of product warranty.

Ideally they should have shipped a brand new replacement immediately on receipt of the defective one, and handled the rest on their end so I'm not left camera-less, but..... :-|
Click to expand...
Your contract is with the business that supplied you the defective device. That supplier's contract is with the manufacturer and these two things are totally separate - you should not need to be concerned about the latter.

Were I you I would be very hard-nosed about this and demand either a replacement or your money back.

Good luck!
Click to expand...
Yes, this was my point. You should not have dealt with Nikon over this. This should have been you giving the camera back to the merchant and them giving you a brand new one off the shelf and the merchant sending the defective camera back to Nikon. Nikon may not be giving you a brand new camera but a warranty replacement which a lot of times is a refurbished camera, not brand new.

The only time Nikon should have gotten involved is after the stores normal return policy
 
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EricK214 said:
EricK214 said:
Your contract is with the business that supplied you the defective device. That supplier's contract is with the manufacturer and these two things are totally separate - you should not need to be concerned about the latter.

Were I you I would be very hard-nosed about this and demand either a replacement or your money back.

Good luck!
Click to expand...
Yes, this was my point. You should not have dealt with Nikon over this. This should have been you giving the camera back to the merchant and them giving you a brand new one off the shelf and the merchant sending the defective camera back to Nikon. Nikon may not be giving you a brand new camera but a warranty replacement which a lot of times is a refurbished camera, not brand new.

The only time Nikon should have gotten involved is after the stores normal return policy
Click to expand...
I'm going to call them again tomorrow (it's after hours right now).

And I get all of that - I have a masters degree in business law so am well versed in contract law and understand my consumer rights under our Australian Consumer Acts.

Just to be clear, they are not denying me of a replacement or refund, or any service under warranty. I am simply trying to understand the warranty process because I have never had to call on the warranty for a camera (or for any purchase for that matter). Hence I've turned to these forums for input - and it's been really valuable, so thank you.

I am also not dealing with Nikon over this, if that was misinterpreted somewhere. I was just suggesting that, in accordance with my contract with the retailer and my rights under consumer law, the retailer may need to follow through with some steps before issuing a replacement - and the retailer reserves that right to do so within a reasonable period of time.

At this stage the retailer has agreed to a replacement, which I will call them in the morning about to fully understand, given everyone's feedback on here so far!
 
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F Kim said:
I have a masters degree in business law so am well versed in contract law and understand my consumer rights under our Australian Consumer Acts.

Just to be clear, they are not denying me of a replacement or refund, or any service under warranty. I am simply trying to understand the warranty process because I have never had to call on the warranty for a camera (or for any purchase for that matter). Hence I've turned to these forums for input - and it's been really valuable, so thank you.
Click to expand...
Google (or whatever you prefer instead) can be your friend.

It took me 5 seconds to input Australia Consumer Rights.

The first link that came up confirmed your right to a refund https://www.google.com/search?clien...alia+consumer+rights+refund&ie=UTF-8&oe=UTF-8

I suggest with a degree in business law (Australia) it would be easy for you to check out and understand your legal Australian rights.
 
F Kim said:
F Kim said:
F Kim said:
Your contract is with the business that supplied you the defective device. That supplier's contract is with the manufacturer and these two things are totally separate - you should not need to be concerned about the latter.

Were I you I would be very hard-nosed about this and demand either a replacement or your money back.

Good luck!
Click to expand...
Yes, this was my point. You should not have dealt with Nikon over this. This should have been you giving the camera back to the merchant and them giving you a brand new one off the shelf and the merchant sending the defective camera back to Nikon. Nikon may not be giving you a brand new camera but a warranty replacement which a lot of times is a refurbished camera, not brand new.

The only time Nikon should have gotten involved is after the stores normal return policy
Click to expand...
I'm going to call them again tomorrow (it's after hours right now).

And I get all of that - I have a masters degree in business law so am well versed in contract law and understand my consumer rights under our Australian Consumer Acts.

Just to be clear, they are not denying me of a replacement or refund, or any service under warranty. I am simply trying to understand the warranty process because I have never had to call on the warranty for a camera (or for any purchase for that matter). Hence I've turned to these forums for input - and it's been really valuable, so thank you.

I am also not dealing with Nikon over this, if that was misinterpreted somewhere. I was just suggesting that, in accordance with my contract with the retailer and my rights under consumer law, the retailer may need to follow through with some steps before issuing a replacement - and the retailer reserves that right to do so within a reasonable period of time.

At this stage the retailer has agreed to a replacement, which I will call them in the morning about to fully understand, given everyone's feedback on here so far!
Click to expand...
Oh, maybe I misunderstood. I thought the merchant sent into Nikon for you and Nikon was sending a replacement. If you meant the merchant was sending you a brand new replacement that that is different and what should be done.

My apologies if I misunderstood
 
EricK214 said:
Oh, maybe I misunderstood. I thought the merchant sent into Nikon for you and Nikon was sending a replacement. If you meant the merchant was sending you a brand new replacement that that is different and what should be done.

My apologies if I misunderstood
Click to expand...
.. and mine too.
 
Leonard Shepherd said:
Google (or whatever you prefer instead) can be your friend.

It took me 5 seconds to input Australia Consumer Rights.

The first link that came up confirmed your right to a refund https://www.google.com/search?clien...alia+consumer+rights+refund&ie=UTF-8&oe=UTF-8

I suggest with a degree in business law (Australia) it would be easy for you to check out and understand your legal Australian rights.
Click to expand...
Oh sorry I wasn't asking about my legal rights - I know what they are or at least where and how to find them.

I came to these forums, with full awareness that this is a photography community, not a legal community, to get people's thoughts on 1) what could be causing the issue with my camera based on my account of the situation, and 2) whether it was a common occurrence with Nikon cameras, or possibly D500's.
 
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EricK214 said:
Oh, maybe I misunderstood. I thought the merchant sent into Nikon for you and Nikon was sending a replacement. If you meant the merchant was sending you a brand new replacement that that is different and what should be done.

My apologies if I misunderstood
Click to expand...
Sorry I may have said that it was being sent to Nikon originally, as I had not made the distinguishment between the various parties of a distribution channel. The merchant must send it back to the distributor to obtain the replacement. To me, beyond the retailer they are all just "Nikon people".
 
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