Nikon Horror Story

I've been a loyal Nikon fan since 1970 when I purchased my first SLR. I still own an F4, F100, D200, a D300, and more lenses than I'd like to admit. However, I'm beginning to question Nikon's loyalty to me, the consumer. Last November, on my first outing with my new 17 - 55 mm f/2.8 lens, a family "running" down a trail at Silver Falls knocked my tripod over and dented the outer ring of the lens (as well as refusing to stop and take responsibility for their action). It took Nikon nearly six months to send needed parts to a local Nikon certified repair shop--I was almost more angry at the loss of the use of the lens, than the $300 repair. In December of last year, my 18 - 200 mm lens, which is what I use when I want to grab the camera with only one lens and without lugging around a lot of equipment, stopped focussing to infinity. I sent the lens to Nikon UPS, and they signed for it on 12/7/07. It still hasn't been returned. They admit to having the lens, but haven't repaired it and have no idea of where it is. Every time I call, they have no record of my numerous previous calls, and I'm always told that they will do a search for the lens and call me back, which they never do. I've sent letters with documentation, but they don't respond. I've now been without this once nearly new lens for almost a year, and Nikon is not assuming responsibility for replacing it.

I don't know if anyone else has had similar problems with Nikon, but I'm about ready to unload my equipment on eBay, reluctantly change systems, and get into the long line for the new D5. Before making such a jump, can anyone tell me if they've experienced similar service problems with Canon?

I dropped a Canon EF135/2L lens last year, disabling the focusing mechanism for both AF and manual. I sent it to Canon Calgary, and they replied promptly with a $360 estimate, which I accepted (A new lens is close to $1000).

Two months later and no action, so I phoned and a nonchalant male employee told me they were "waiting for parts" which is strange because the 135/2 is a current lens.

A month later I called again and the woman who answered listened to my story and said, "You've waited long enough." Three days later I received a brand new 135/2.

I hope my lens-angel has since moved to Nikon and that she either sends your repaired lens soon or, like me, sends you a new one.

Richard,
I think you'll find the Canon guys defending Canon and the Nikon guys defending NIkon. NIkon has not a leg to stand on as far as your experiences go. 12/7/07? WOW I'd be writing to their regional manager here ion the Portland area. If you can't get it from Pro Photo email me and I'll try and get it for you. I know some folks at Nikon who might be able to help you.
JG ( jack@jackgrahamphoto.com)

I just sent my 18-200 off to Nikon because it bounced 40 feet down a hill on lava rock. It still worked for the rest of the hike but it was not quite as sharp as it was. From the time I put it in a box and shipped it to the time I received it was only 10 days, which includes 3-day shipping both ways. This is not the first time I have sent lenses or cameras to Nikon and I have always been impressed with their service.

I am sorry to hear you are having this much trouble. I know a lot of people that have had the same problem with Canon so it is not just a Nikon thing. Every company has their screw ups.

I've heard that Canon in Irvine, CA will repair things for free if something happens a month or two after the warranty expires. I've also heard that if you buy a used lens that's still inside the warranty, they will honor it.

So I put 'em to the test. I bought a 4-month-old pristine 70-200mm/2.8 on eBay last November, and the buyer sent the original receipt. Three weeks after the 1-year warranty expired this past August, I stupidly broke the tripod collar. I even grounded out the head of a small screw trying to fix it.

I sent the collar to Irvine with the receipt showing the warranty had expired and with a buyer's name different than mine. They shouldn't have honored the warranty for all the above reasons. Instead I should have been charged $140 for a replacement.

Two weeks after I sent it in, I received a brand new collar, free of charge, with a note stating it was a courtesy repair. I've heard several stories like this.

Oh, last month I sent them my in-warranty 17-40mm L lens for calibration (having no camera right now while waiting for the 5D MKII!), and they had it back in 9 days, with a detailed note listing what they calibrated.

I'm 2 for 2 with them, very happy so far.

I pulled the sd card out of my wifes G9. A small metal tab came up with it.I sent it in and got it back in less than a week.I put a note in with it explaning we were leaving for vaction in a few days. It was sent back with express shipping. I got emails and letters to let me know they had recieved it and when it was sent back.I also recieved a survey to fill out a few days later.

Thanks for everyone's helpful comments. I took Jack's advice and visited Pro Photo today. They told me that they'd contact the regional manager, who will contact me. Pro Photo said they could have sent the lens to Nikon for me, and would have had more clout to take care of this problem. This will hopefully solve my lens problem, but probably won't solve my frustration with the lack of service that I've received from Nikon.

I've had 3 occasions to deal with Nikon service. The first time I had my D2x and a 70-200 in my brand new kayak and tipped myself. The camera was in a bag and the protective foam kept it afloat. As soon as she saw I was OK, my wife grabbed the camera bag and took the battery out. After letting the body dry, it still wouldn't turn on. The lens worked but wouldn't focus very well and seemed to be a bit hazy. (I tipped in the Montlake cut in Seattle, so it was fresh water but not exactly a pure mountain stream.) I sent both the body and the lens in to Nikon (via Glaizer's) and it took them about 4 weeks to get back to me with an estimate and another week to actually do the repair. (In the mean time, I convinced myself it wasn't coming back and replaced the body with a D200.) About a week after it came back, I noticed a screw was missing from the body.

The second time, Inge and I were shooting at Ruby Beach at twilight and she wanted to show me a shot she took. The quick release plate wasn't tight and her D2x slid off and hit a small rock and the camera wouldn't turn on. Again, we sent it in via Glaizer's it took about 3 weeks.

Most recently, my D2x (same one that was repaired after the kayak incident) stopped working with D lenses (but worked fine with G lenses). There's no telling for sure, but I suspect I bent something by not supporting a heavy lens well enough while it was on the body. Again, we sent it in via Glaizer's and it took about 3 weeks. (It came back this time with all it's screws.)

The motivation to send stuff through Glaizer's hasn't really been trying to establish "clout" but more because I wanted to tap their expertise in packaging it and wanted the camera shipped to somewhere that would sign for it. Each time, it's seemed like forever without the camera, but in retrospect, it seemed reasonable. I probably could've raised a fuss over the missing screw, but didn't have the energy.

I understand NPS has some perks around expedited repair or loaner equipment. (I don't qualify.)

Sean