#13. "RE: Sign the petition!" In response to In response to 7 Sun 19-Feb-12 11:27 PM by Ruahrc
Ann Arbor, US
I guess there will always be differing opinions on the issue but in general I think it is fair to say that legitimate complaints filed to the BBB generally are followed up upon, and the results of those investigations have impact on the rating the business receives. It's not all just "forum raging" complaints from clueless consumers.
And actually, yes, Thom Hogan has mentioned more than once that Nikon's repair service and repair system leave much to be desired. Follow the link to his 2011 archives and read the Nov. 7 entry.
"In the recent past, it appears that returning and getting a replacement is a faster and more reliable way of dealing with a manufacturing defect than sending the product into Nikon for repair. Given that Nikon's repair facilities do the same QA testing that the manufacturing plant does, if it got past the manufacturing plant, there's a good chance that it'll get by the Nikon repair facility, too. I've heard far too many reports of something sent in for repair and it coming back with "it works fine" when in the end it turns out it doesn't. If you do use the repair route instead of the replacement route, be sure to document, document, document. As in "doing X reliably and repeatedly produces incorrect behavior Y," complete with image samples to support that."
If you search his archives for words like "repair", you will see other examples of where he does state that Nikon's customer service needs drastic improvement.
Another important fact I should bring up is that Nikon does not have a standard worldwide policy regarding after-sales service and support. Again Thom Hogan has made extensive postings on this topic but it is clear that not all Nikon "XYZ" operations are the same, and that Nikon USA definitely does not rank among the better subsidiaries. Your experiences with Nikon Canada alone cannot be used as proof that Nikon's worldwide service is exemplary.