
Lutherville, US
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I had last posted that the 24-70 that had broken in half while attached to the D700 was sent in to Nikon for repair 6 weeks ago, repaired for a charge of $179. The D700 appears fine, having taken about 9,000 shots since then.
Well, After 4 weeks, Nikon sent back a repair re-estimate of $241, which I readily approved. 5 days after my approval, the website still read "re-estimate." I called Nikon, and quickly was able to speak to a customer service rep with serviceable english skills. Now the problems began. They claimed that I had never approved the "re-estimate." While on the call, I called up the service approval page and the service status page on my computer, which both said the "re-estimate" had been approved. This is where things went screwy. He said I had not approved the estimate for $179, the original estimate. Obviously I had approved it, because it had moved to the shop, the damage was found to be more than expected, hence the re-estimate. The rep obviously could not deal with a situation off script, and it was apparent the english language comprehension was becoming more of an issue as we moved off script. After 10 minutes of conversation of extremely circular conversations and convoluted logic, the rep put me on hold for ten minutes while he figured the situation out.
After the hold period, everything seemed fine, but he informed me that the original payment information could not apply, but did not have an option for me to pay for it-I was rather baffled at this point, especially since the website stated "approved," which left me no option to enter the payment information on line. He left again for about 5 minutes, and came back and was able to take my information, and the call ended.
Over the next few days, the service status web page showed "estimate approved", then "in shop", and three days ago a "parts hold." I was not suprised, due to the extent of the damage. As of today, it still says parts hold. I received a completely new lens yesterday. At this point, I do not have any charges from Nikon for the $179 or the $241.
While I have always ultimately been very satisfied with Nikon Service (I have had absolute nightmares with Canon on several occasion, to the point of getting rid of my P&S's), the communication problems are amazing. I am always amazed a company can be so technologically advance on the lenses and the cameras, yet cannot institute a responsive service system.
By the way, this lens is comfortably tight.
Terry Nikonian in Maryland
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