SteveWood
newbie
Reged: 23/06/2008
Posts: 3
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Has anyone found a way of speeding up Nikon repairs? I sent my 18-200 lens to Nikon UK in Richmond at the beginning of June. A week later I phoned & they told me it was not even unpacked. Today (23rd June) they say it will not be fixed until 3rd July and cannot give me a cost estimate yet. So if I decide to get it repaired elsewhere I will have lost a month before being able to get going with a repair. If I stick with Nikon (who I previously assumed would be red hot on customer service) I will still have lost my lens for a month. I am writing to the Managing Director & Marketing Manager to complain, but is there be some other contact or procedure? 
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Gordon_McGeachie
Joke Historian
Reged: 19/01/2007
Posts: 3800
Loc: East Yorkshire,
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Go for it,I would complain most strongly about the `delay` in it being opened. 
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Old Photographers never die,They just go out of focus.
Jet Noise - The Sound Of Freedom
She Took To The Sky Like A Lovesick Angel.
www.flickr.com/photos/gordon_mcgeachie/
www.flickr.com/people/26089093@N08/
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El Sid
Going potty
Reged: 14/04/2003
Posts: 9071
Loc: Sussex-by-the-Sea
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I a similar problem with Sigma last year when my new 10-20mm showed clear signs of decentering. Sigma advised that it would have to go back to Japan for repair and that this would take about 8 weeks. After 12 weeks I contacted Sigma and suggested that in light of the delay and the fact lens was still under warranty I would prefer a replacement lens - which they duly sent.
If your lens is still under warranty it may be worth trying the same approach with Nikon...
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Nigel
Completely BSRIPN 
ElSid Gallery
A camera in the hand is better than one in the cupboard........
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SteveWood
newbie
Reged: 23/06/2008
Posts: 3
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It may be worth knowing that as soon as the Service Process Manager got my letter, he phoned me & told me my repair would be fast tracked & ready in 2 days. Clearly pays to complain about poor service. My guess is that Nikon know they have a problem.
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Benchista
Wich Tyler
Reged: 11/08/2000
Posts: 36162
Loc: Everywhere and nowhere, baby
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Quote:
It may be worth knowing that as soon as the Service Process Manager got my letter, he phoned me & told me my repair would be fast tracked & ready in 2 days. Clearly pays to complain about poor service. My guess is that Nikon know they have a problem.
I'm sure they do. I suspect they're a victim of their own recent success - the increase in sales must have a proportional increase in repairs, and it's not easy to gear up quickly* for that sort of thing. Nice to know they respond.
*Or even not so quickly! 
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Nick
www.nbrphoto.com
Light and Shade II - the new blog
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jupiter1329
newbie
Reged: 26/06/2008
Posts: 1
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Hi Steve
I was just trawling around the net to see who else maybe complaining about Nikon UK in Richmond and there you were. You are not alone….coincidentally I checked my 18-200mm lens in on June 3rd. It arrived at the end of May in a sealed box from the USA in seemingly perfect condition but after a few test shots I noticed it was not focusing. It was under a worldwide warranty so the dealer advised me to take it to Nikon. Yesterday June 25th they advise that it will cost ME £200.00 plus as the place that they sent it to said it was suffering from “impact damage” as the barrel inside was shattered. To say I am icandesant with rage is an understatement. The guy based in Richmond let slip that my lens was sent to Fixation and this is what they have come back with. Firstly the lens did not leave my house until its trip to Nikon, it is undamaged on the outside and the sealed box it came in was perfect. I understand that it could have been dropped from a height and not show signs of exterior damage but if it was dropped it sure as hell was not dropped by me. So what then does a warranty cover? Supposing I were to take the lens into Nikon 11 months, 3 weeks and 6 days after purchase, just within the one year warranty time frame. What on earth could be wrong at that stage that could be considered a manufacturing fault! How can I ever prove that I did not drop the lens and that it must have come from the factory in that way. Also can Nikon prove to me that they did not further damage it when it left the premises en route to Fixation? What I am saying is that my Nikon warranty used in the UK would be more useful for lining my cat tray. As I rant management in the Netherlands are looking into the problem for me. I went to the Netherlands as the Customer Service manager in the UK was not around and has not yet been able to call me back. I have already drafted a letter to Japan as I understand that that sometimes gets people moving. I pointed out that as they have had the lens for nearly 4 weeks I am far less likely to get joy with the dealer as it is now 5 weeks since purchase. This is not the first time service in the UK has been bad. They once tried to charge £400 for an F4 repair. I sent it to Melville NY where they fixed it for £100. The service at Richmond really is grotesque. I am even more riled as I have been faithfully using Nikon equipment for 20 years, recently spent thousands on film scanners and kitted 4 of my photographers out with Nikon equipment to travel on a worldwide project. They really have no respect for the people who ultimately keep their backsides in jobs. It smells of corporate greed. They make more and more money but are so cheap they outsource repairs rather than pay wages for a fully functioning on site team which lets face it they can really afford! I will let you know the outcome:)
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SteveWood
newbie
Reged: 23/06/2008
Posts: 3
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7th July, and my lens, "fast tracked" on 24th June (received by Nikon UK on 6th June) has finally come back! The good news is that the zoom seems smoother.
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