karma1248 Los Alamos, US Registered since 10th Sep 2012
Sat 03-Nov-12 05:07 PM
"Nikon Did It Right" Sat 03-Nov-12 05:20 PM by karma1248
HI All, I should have written about this sooner. I've been away from photography for about 5 years. Getting back into it again, I discovered my D70 was not working. It failed just sitting on the shelf. I researched the problem on Google and found that this was a recognized problem back a few years ago when the D70 was a current product and most warranties were still in effect. Nikon repaired the problem under warranty. Unfortunately for me, my D70 was many years past the expiration of my warranty.
Looking at the used price, a working D70 is worth around $250 now. Armed with this information, I called Nikon requesting a warranty repair. While in this process, Nikon did a repair estimate and it was about $350. The camera was not worth repairing.
So being a stubborn type, I worked my way through the Nikon managerial hierarchy, being sweet as honey but firm, explaining that my problem was a known problem and it even had an internet name. Nikon service recognized the problem name even though it actually was a folk name. This was definitely a warranty issue if the camera was still under the warranty. But, it wasn't, by a lot.
Much to Nikon's credit, my camera was repaired free. I was granted a "Complementary Repair" in name of good customer relationships and the fact that I am a long time Nikon customer. I received the camera back after about two weeks and the problem was repaired. I had a working D70. I was glad. I use the D70 as a backup to my D2's and for casual tourist shooting. I like it a lot. I did not have to throw it away which would have hurt.
So I celebrated by buying a used 18-200 lens. It doesn't take much for me to talk myself into a new lens!!
I think Nikon deserves a lot of credit. They did not have to do this.
#2. "RE: Nikon Did It Right" In response to Reply # 1 Sun 04-Nov-12 06:36 PM by ttc546
Nice to hear and hits my number one hot button - Customer Service. It is THE most important differentiator to winning customer business. Simple to give but even easier to get wrong.
My very first job was working for the John Lewis Partnership where customer service is ingrained into the culture of the business from day 1. Where going out of your way above and beyond what might be expected is instilled in every employee. It is what makes that company the number 1 store in the UK.