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Nikon Inc.

View Additional Phone Numbers 1300 Walt Whitman Rd Fl 2, Melville, NY 11747


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Description

Information in our file indicates the firm's Photographic Service Department is located in Melville, NY.


BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Nikon Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 138 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

138 complaints closed with BBB in last 3 years | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 4
Delivery Issues 1
Guarantee/Warranty Issues 31
Problems with Product/Service 99
Total Closed Complaints 138

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Nikon Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: December 01, 1960 Business started: 01/01/1953 Business incorporated 01/01/1960 in
Contact Information
Principal: Customer Relations
Business Category

PHOTOGRAPHIC EQUIPMENT & SUPPLIES-RETAIL


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 Walt Whitman Rd Fl 2

    Melville, NY 11747

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

1/20/2016 Billing/Collection Issues
1/11/2016 Problems with Product/Service
1/2/2016 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/17/2015 Billing/Collection Issues
12/11/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent Nikon D-300 to get repaired back in September. Two months went by and 250.00 dollars later I get my camera back and on the first picture the shutter locks up. same problem it went for the first time. I call them and send it back only to have them tell me a few weeks later that there was no problem with the camera and they shipped it back. well It now according to the *** tracking system went to smithburg Virginia and was delivered yesterday. I wrote them to tell them the camera went to the wrong place and got no responce. I have been calling all day just to get a message that all customer service is busy and to call back later and then it hangs up .

Desired Settlement: At this point if my camera does not come back like brand new I want it replaced.

Business Response:

Customer's camera has been shipped overnight to arrive 11/**/15.  We have contacted customer via email and provided a tracking number.  We apologized for any incorrect shipping information the customer received originally.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ***********



 

11/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Me and my wife went on a Royal Carribean cruise in August of 2014.On that cruise,we purchased a Nikon camera.Weused the camera and had a lovely time.We then got back and resumed our normal lives.We put the camera away till we needed it again.A few weeks later,we had a affair to go to so i got out camera to charge it. I could not charge it because the charging plug would not fit in the ***port.Ithen got in touch with ********* ****** of *********** who told me the camera has a 1 year warranty.All i had to do was mail camera with the purchase receipt.I put camera on american express card and explained i did not have receipt,but had proof of charge bill.Ithen mailed camera to ********* ****** .That was in June of 2015,clearly under the 1 year warranty period.On September **** 2015,i got an email from a Sharlene B**** stating that i had to pay the amount of 137.50 plus shipping to repair camera.The order repair number is*******.Ifeel that this unfair to me because the camera is under warranty and i have been very inconvienced over this matter.Any help you can give me would be appreciated. thank you ******* ********.

Desired Settlement: I would like a new camera.

Business Response: We will comp the repair and offer new cables as a one-time offer for good customer relations. 

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a Nikon 200-500 f/5.6 NIKKOR lens from Adorama camera. The item arrived on **OCT2015 to my residence. Prior to this, Nikon recently released a service recall for the 200-500 f/5.6 lens due to a bug in the lens software that caused the lens to go into manual focus by accident sometimes. This required the lens to be shipped back to Nikon for a firmware update. Nikon would cover the round-trip cost of shipping by offering a shipping label for *** that could be printed after filling out a form and verifying that my lens serial number fell into the group of affected lenses. The lens was shipped to Nikon on **OCT2015, only four days after receiving the lens brand new. Nikon requested the lens be sent in a box, NOT the original box, with sufficient protection. The lens was placed in a standard shipping box, wrapped in the SUPPLIED bubble wrap the lens originally came in, then placed amongst a sufficient amount of SUPPLIED bubble wrap from Adorama that the lens box was originally shipped in. Two weeks later, I received a letter from Nikon stating the lens was received for firmware update, but that I would also need to pay $375 plus tax and shipping to correct a large crack that had occurred in the lens' front element. I have pictures from Nikon showing these damages. Nikon claims the box they received from *** had no shipping damage; otherwise they would have rejected the shipment. This, however, does not mean a *** or Nikon worker did not drop the box. The crack in the lens is a result of dropping from an excessive height or very rough handling, one that would not be possible just from standard shipping/handling with the packing material used. I contacted Nikon several times about the matter, ensuring them that the lens was brand new and undamaged upon my shipping it to them. The only reason the lens had to be returned in the first place was because Nikon released a faulty product that required immediate recall for updating. As a consumer, I did my part in returning the lens AS PER INSTRUCTION, including the necessary paperwork, the requested packing method, and using the SUPPLIED *** label that Nikon sent me. Generally, when sending a lens in for work (especially a brand new $1400 lens), I would have insurance placed on the package if I were purchasing the shipping due to repairs that I had requested and/or caused. However, this shipping label was provided BY NIKON. Furthermore, the shipping materials used were those supplied BY NIKON and Adorama camera store when the lens was initially sent to me, minus the ORIGINAL BOX that Nikon informed me NOT to send. After discussing the matter with Nikon and refusing to pay for a repair that I was not at all responsible for, Nikon offered me a 30% discount on the repair. I returned their call and denied to pay. They escalated the matter and said they would go only as high as 40% for the repair. They were also going to charge me return shipping for the repair, which should have been COVERED under the initial agreement by Nikon due to the service recall for firmware update. Nikon finally agreed to waive the return shipping cost, but still would go no higher than 40% off for the repair price, for a total repair price of $278.25 plus tax. However, this is merely an ESTIMATE and does not factor in possible additional damage caused to the internal elements of the lens, as they will not take the lens apart until I accept charges for the repair estimate. Damage that caused the large crack could have easily caused further damage to the internal elements of the lens, leading to hundreds of dollars of more repairs for which I am not at fault. I also requested that Nikon provide me with their *** account number so that I could open an investigation with *** in the matter, as I believe the damage occurred in transit and should be covered under an insurance policy. Nikon refused and again said they do not accept damaged packages and therefore the package was not damaged and they could not open a *** claim. Again, outward damage of the package does not mean the box was not dropped. Nikon also did not provide any sort of pictures/proof of the box in question, nor of my packing material, to say whether or not my packing was sufficient. Using the supplied materials from Nikon and Adorama, which the lens came in, minus the lens box, which Nikon requested not be sent, I packed the lens with as much sufficient material as possible. Nikon needs to really address this issue in a better manner. To make a customer pay for damage they did not cause, on a BRAND NEW lens that had to be immediately returned due to a software bug, is ludicrous. For them to not even attempt to make a *** claim for the matter is also poor form. And for them to automatically assume that just because the box had no external damage, that I must have sent the brand new lens in with the crack of my own fault, is downright offensive. I have been a loyal Nikon customer for nearly 10 years. The aircraft carrier I work on as a naval officer uses Nikon equipment and we provide public affairs coverage for the US Navy. For Nikon to not help out in this matter is unjust. It seriously makes me contemplate switching to a different brand, and informing my ship to do the same.

Desired Settlement: Repair of the cracked lens rings and any further internal/external damage to the lens FREE OF CHARGE, or submission of a claim to *** for an insurance investigation for coverage of repairs

Business Response: We have reached out to customer by email on 11/*/15 and offered a discount for the repair.

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September **, 2015 I placed an order with Nikon Inc. thought their website nikonusa.com. Upon ordering the lens I was sent an email confirming my order, at this point I realized the lens being sent and the lens listed were incorrect. I immediately tried to contact Nikon via telephone to cancel the order, but they were closed and were only available via phone mon-fri. I immediately sent a support ticket to their customer support team regarding the issue and the urgency to cancel the order. Nikon's online support team is only available mom-fri as well. On Monday morning I contacted Nikon requesting to stop shipment as the product being shipped is incorrect. I was told that it was too late to stop the order as it was currently too far into processing, if I did not want the lens and wanted a refund that I was to refuse delivery and the package would be returned and I would then be reimbursed once they have received the product back. Nikon Inc. received the product on October *, 2015. I spoke with a Nikon representative by the name of Ian, he assured me that the lens was received and they have processed my refund and I should be credited around 24 hours to a couple of days. October *, 2015 my credit bank has never received any reimbursement coming from Nikon Inc. A representative from my bank contacted Nikon to find out what was happening and why no reimbursement has been sent. Upon speaking to the Nikon Inc. representive "Joshua", I was informed by him that Nikon would not release my refund for up to 2 billing cycles as he stated were 2 to 3 business days by my bank. This information was untrue, my banks billing cycle is monthly not 2 or 3 days. This means that Nikon will not refund my money even after receiving their product that I have never even touched as it was incorrect and I refused delivery as instructed, and later being told I would receive a refund within a couple of days. With support tickets sent regarding this issue I have had to make contact via phone as support tickets online have proved to be ignored for up to a week. I have informed Nikon to please contact their merchant bank about expediting my refund as instructed by my bank, as the time that this amount remains as a charge this balance will reflect against my available credit as well as accrue interest fees for the amount of the purchase for the amount of time it remains on my account. Nikon representative told me that they would escalate this issue to higher authority but informed that this is likely to stay an active charge to my account for 2 whole billing cycles from my credit bank. This is horrible business practice and ethics displayed by Nikon as no where during my order was I ever informed that refunds will take 2 billing cycles according to the bank in which I use to place the order. Nikon Order # **********

Desired Settlement: If Nikon is not going to release my refund to my bank then I would like to receive the lens that was advertised online in which I Originally ordered. The lens shown on their website was a AF-S 70-300mm zoom lens. Price online is price Nikon has charged me and currently has. If Nikon agrees to ship me the AF-S 70-300mm lens with fast shipping them I would greatly be glad to continue to business with Nikon. If they do not want to ship me the correct lens requested I simply ask for a 2-3 guaranteed reimbursement of the funds charged and I will end all business and use of Nikon Inc. Procducts.

Business Response: Customer has been issued a refund for this product on 10/**/15.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is most is minimal satisfactory. 

I accept the refund of finances sent back to my bank, but will soon discontinue use of their equipment and all future plans of being a Nikon consumer. 

The way in which they falsely advertise, do not disclose full details of their refund guarantee policies are not a business practice I feel comfortable with making any future purchases from, nor will I suggest Nikon as reliable and trusting business to anyone who has interest in purchasing from their company. 

Sincerely,

******* *******



 


10/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new D4s on 3/*/14. It infrequently locks up and displays an error message on the LCD for several minutes before it will operate properly. I reported this problem to Nikon on 12/**/14, when the camera was still under warranty. I was told to do a 2 button reset to see if that would fix the problem. I explicitly asked if I needed to send the camera in for repair at that time, and I was told that I did not. Since the warranty has expired, this problem has happened more and more often. Nikon has admitted to me in writing that this problem was reported during the warranty period, yet they refuse to cover the repair under warranty.

Desired Settlement: Repair the camera under warranty, since the problem was reported under warranty and I was told that I did not need to send the camera in for service.

Business Response: We emailed the customer on 10/**/15 and offered a complimentary one-time repair for good customer relations.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved pending receipt and verification of the item.

Sincerely,

**** ********



 

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my Nikon D750 DSLR camera in December 2014 for use in my photography business. A few month after I received my camera Nikon announced a international recall due to a flare issue. At that time it was not possible for me to return my camera to Nikon, since I use it as part of my income. I contacted Nikon & they notified me that I would need to return my camera for the recall within a year of purchasing. I planned to be within my camera for one whole month & shipped it in for the recall to be service at the beginning of August 2015. The camera was out of my possession for roughly two weeks. I was out of town when the camera came in the mail, but my husband received the box for me. Once I was home I quickly checked my camera to make sure everything was in working order. It was not. The camera would not focus in any of it's modes. This is an obvious HUGE issue for me for multiple reasons, one being that the use of my camera is the main source of income for me. I needed to have my camera functional & able to use or else I have no revenue. Second of all I was on a time crunch. I needed to have my camera in my hand & fully functional by the date of Sept ***. I was concerned that by sending my camera back to Nikon that they would not rush the process & I would in fact loose a large sum of money. I immediately contacted Nikon & went over the problem with them. They treated me as though I knew nothing about the use & functions of my camera. It was an all day process to finally be able to just get them to "approve" me sending my camera back to them to correct what they had broke. I explained to them that I was on a time crunch because I had clients that had already booked me & I needed my camera by a certain date. Nikon did NOTHING to expedite things on their end. They in fact never even sent me a shipping label (as promised) for me to send my camera back to them. I had to contact them the next day asking why I haven't received a label. They told me that it takes up to 48hrs for the label to get processed. I told them that I didn't have the time to wait for that because this was an urgent matter. I spoke with the manager Rich. He then expedited the label, and with no surprise then sent me a standard shipping label instead of an overnight label, which just proved my point more they did not care to hurry & resolve the problem they caused. Then they tell me that I have to time more time out of day to contact them to request it to be put into rush once they receive the camera. I contacted them & again stated my concerns. I explained to them that no matter what I need a functional working camera with NO ISSUES to be returned to me no later than 9/*/2015. Rich told me that the camera was being rushes & that they were doing everything possible to get it back to me on time. He also told me that I camera would be inspected & texted prior to shipping it back to me. The camera was gone out of my possession for two weeks. Which is the EXACT same time that is was gone when I sent it in for the original recall. This again proved that they did absolutely NOTHING to rush & fix the problem. Again I was out of town & my husband received the shipment for me. Once returning from out of town late in the day yesterday I quickly examined my camera. The inside of the view finder is horribly dirty & covered in some kind of possibly oil, I am not sure what it is but know that it should NOT be there. It obstructs my view. This is NOT acceptable, especially when the invoice SENT by Nikon states that they checked & cleaned my camera. Obviously they had the camera apart to fix the problem they causes & then didn't both to check my camera. I again contact Nikon & immediate ask to speak with a manager. Brianna transfers me over to Laurance & apologizes. I told him that I need the camera immediately cleaned & the problem fixed. I told him sending the camera back to Nikon is not an option because they already had my camera TWICE & did something wrong BOTH times. I requested for them to either send me a replacement camera or pay to have the camera service at a local shop. He advised me that they don't send out replacement & that there are no authorized dealers of Nikon in my area. I told him that I HAVE to have the camera to use by Sunday or I will loose a huge sum of money. He told me all that I can do is send the camera to them & they would try to get it back to me as fast as they could. I asked him if they can get it to me by tomorrow (9/*/2015) & he told me know. I requested to talk to someone that would resolve my problem. He explained that he would submit a request for corporate to contact me & that I would hear something by the end of the day. Well today is Friday 9/*/2015 & I have yet to have ANY contact from Nikon. No phone call or email. I am upset by how HORRIBLE they are & what horrible service they provided.

Desired Settlement: My desired outcome is either to replace my camera, since they obviously can't fix anything without making it worse. Refund me for my original purchase or send me payment to have my camera served at a local TRUSTED camera repair shop. I also wish for this to be resolved immediately because I have a LARGE number of paying clients & do not have the luxury of being without income for an extended period of time. If I am without income due to the delay on Nikon's side then I request to be compensated because I do not have time to continue to try to fix the problem THEY caused!

Business Response: We have contacted the customer and asked that she send her camera in to our Service Department  for a re- evaluation.  An overnight prepaid shipping label was sent on 9/*/15 but the label has not yet been used.   It has been noted that she stated she does not want to send in  her camera but we can't possibly make an evaluation without it.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My camera is used for 100% of my income. I have already planned to be without my camera for one month, the entire month of August. Nikon had TWO chances to fix an issue with my camera & each time caused an entirely new problem. They have already had my camera in their possession for a total of 4 weeks. It is not possible for me to be without my camera for an additional extended period of time without it causing a financial burden to me. Sending my camera back to Nikon is NOT an option, or I WILL loose income. Nikon has also made no effort to correct the problem they caused while making it convenient for me. I don't understand why they would think that I would assume they would fix an issue for a THIRD time? When they couldn't get it right the two other times. Unless Nikon wants to reimburse me for any loss income then I would be willing to send my camera in or they can 100% guarantee that my camera will NOT be out of my possession for more than 24 hrs. My reasonable resolution stands: 1.) please send payment for my to have a LOCAL camera shop repair my camera, so that can get back it back within 24hrs & not have a financial hardship 2.) send me a replacement camera  3.) refund the original purchase price of my camera so I can purchase a new one.

I would also like to note that even though I had complained to Nikon about this issue & spoke with a service 'supervisor', not once did anyone get back to me about the problem. I have had to pursue this entirely from my end, even after multiple requests to have someone from corporate or a branch manager contact me. Nikon has made NO effort to contact me or even care to contact me, thus proving they have no respect for their customers. If I didn't have thousands of dollars invested in my camera equipment I would sell it all & switch over to canon in a heart beat. Unfortunately I can't financial do that, making me stuck with a company that disregards it's customers. I am more than disappointed with Nikon.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ********




 

Business Response: Customer was sent a prepaid overnight shipping label to return her camera.  We advised customer we will be replacing her camera but first she needs to return her camera.  No further action can be taken until there is movement on her shipping label.  At this time she has not sent back her camera. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Nikon accepted complete responsibility for their mistake & corrected the problem by sending me a brand new camera as a replacement. I am sorry it took a bit to get to a solution & that it had to happen in the first place, but I am very happy with Nikon's response to the situation.

Sincerely,

******** ********



 

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a rifle scope that is defective and the co will not send a return lable nor cover the costs of labor and mounting supplies required for installation.

Desired Settlement: Refund

Business Response: An email has been sent to this customer on 9/**/15 with a prepaid shipping label.  We are requesting to see the rifle scope for an evaluation.

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an L840 camera from an outside vender in June 2015. Not long after, I dropped the camera, damaging the lcd screen. Nikon seems to be the only repair choice for a newer camera, so I filled out the online form to see what it would cost to repair it. While it was under warranty, I didn't expect them to fix it for free, didn't want to try to scam them for a free fix, so i made it very clear that I had dropped it. You can imagine my surprise when I received a "cost summary", not an estimate, saying "no charge" and showing that the lcd had been damaged from being dropped. I thought that that was truly exemplary customer service. So, I paid my $25 dollars to ship (insured) and waited to receive my repaired camera. What I received was a bill for $97 (about half of new price) from their repair source, Luxtech, to repair the camera. I called Nikon to inform them of the scam Luxtch was trying to pull in their name, saying that the camera would be repaired for free then chanding the story once they had the camera in their control. The young lady was sympathetic and said if I would send her a copy of my purchase receipt to a link, she would see that it was taken care of for no charge. The link didn't work and when I called back (over several calls) I was not allowed to speak to her again. See was the only person that seemed willing to take responsibility and the one call I didn't record. After several calls to both companies, I got a lot of untruths, and time on hold. The gist was that the camera had been dropped so it wasn't covered. as I said, I hadn't expected them to. I just wanted an estimate to explore options. Obviously, if they had been honest, I wouldn't have paid $140 (with ship) to repair a $200 camera. Then they pointed out the fine print on the summary saying the price could change if other problems were found. Okay, except they did not find other problems, just "dropped, screen damaged". Finally they claimed to have made a mistake and if I wanted my camera back, I could send more money to have it shipped. Which I did hoping that there would be no new problems.

Desired Settlement: I would just like them to honor their summary (shipping at their expense this time). I was upfront in saying I had dropped it, I expected them to compel Luxtech to honor their original summary. Alternatively, I would appreciate a reimbursement of my expense, made in good faith, or supply me with a replacement screen.

Business Response: The customer has been contacted and offered a resolution and appears to be satisfied.

9/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a coolpix AW130 in April and it broke due to condensation issues September *** 2015 on a vacation. Nikon wants $137 plus shipping to fix the issue and then gives a 90 day warranty-it is already supposed to be under a year warranty. It is insane to me your company wouldn't back up a product that is 4 months old and broke.

Desired Settlement: I would like a new camera or the camera fixed free of charge-including shipping

Business Response: We have made several attempts to contact this customer and request she send camera into Service for a re-evaluation.   A prepaid shipping label was sent as well. Emails were send on 9/** and again on 9/**/15.  Also a voicemail message was left on 9/** but to date there has been no response from customer.

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Nikon camera Coolpix S6800, from ******. After about 5 months the Cameras Lens would not retrack into the camera and the Lens cover would not close. Went to ****** with the problem and was told to call Nikon. When I finally got through on the phone was told to send the camera for repair it was still under warranty. Sent the camera paying $7 for shipping for tracking. After about 2 and 1/2 weeks camera was returned. Took the camera to my grandsons birthday party and took pictures about three. Needless to say the same problem happened. Called Nikon Tech Support again and told them the Camera was a piece of junk and I wanted a refund or a Credit and was refused both. Finally I asked to speak a supervisor and I man got the phone named Ernesto and promised that he would follow up the repair. Well I took his word for it and I was the fool. Sent the camera in and they received it Sept. *, 2015 it is now Sept. ** and I called and was told it would be another 7 to 10 days. Called Ernesto twice and was told he was not business then told he will get back to me. Every time I called it take at least 15 to 30 minutes to get connected. The first was in June and the second happened in August

Desired Settlement: Would like to receive and refund, if the warranty runs out I will have to pay for repairs.

Business Response:

Service did not find an issue with the camera and suggested the customer use a new charger.   An complimentary EH-71P charger was sent to customer and it was delivered on  9/**/15.

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** *****


 

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I needed my Nikon camera repaired and so I sent it to Nikon over a month ago. The past week I have been contacting Nikon to get an ETA on when my camera is going to arrive . I have a wedding that I will be photographing in 3 weeks and it is very important that I have my camera back in time. When speaking to the Nikon customer service, they have been anything but helpful and have no interest in actually finding a solution. They continue to respond with they do not have an ETA but that they will let me know when they do have one. After a month of having my camera, they do not have an ETA?! Even amazon can give me an ETA. I have repeatedly asked if I will receive my camera by the *** of October for the wedding I will be photographing, however, they have no interest in giving me any sort of a helpful response. All they can tell me is no ETA.

Desired Settlement: I just want my camera fixed and sent back to me withing a timely manner. I have sent them a very expensive piece of equipment. I have also lost money due to the time that they have taken to repair my camera and having to turn away several clients because I cannot take the photographs without my camera.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ********



 

8/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought Nikon D750 body (serial # *******) on Feb **, 2015. Since then it was in service for 3 times and still has a problem. Right after purchase I found out there was a recall for "flare issue". I sent my camera for recall service on 02/**/2015, service order #*******. I also asked to check the AF operation, which was also provided. Then, after receiving it back, the camera was still giving me a front focus with all of my lenses. I sent the camera back for service on 03***/2015, service order #*******. When i got it back, the response was that there is no issue and nothing was done, but i noticed improvement in focusing with all of my lenses. Shortly after this I started getting intermittent issue with AF-servo button - when using camera outside on the sun, after 2-3 hours the button was getting jammed electronically, not allowing me to use the camera anymore. Then the issue would resolve, when the camera cooled down. I had this for 2 times and I called Nikon. They confirmed that it could have been caused by the first service (S/O #*******), because "front body" of the camera was replaced as part of that service. I sent it back for service on 06/**/2015, service order #*******, providing a letter that said that the issue is intermittent and will not necessarily be present at the time of inspection. Nikon responded that they checked everything and there was no issue. The day i got it back - i had the button jammed out of the box!!! Luckily, I was able to film this, using my video camera. I uploaded the video on *******: **************************** and asked Nikon to review this and do something about this issue, but since then I am ignored. I do events photography outdoors and this issue is unacceptable for me. I cannot rely on this camera, reliable operation is required for my business. With this camera I am always at the risk. I was loyal to Nikon for more than 10 years. I have 2 cameras and 5 lenses, but this makes me feel Nikon doesn't care about me as a customer. How many more times i need to spend my personal time and send it back just to receive a response that there is no issue? This is unprofessional!

Desired Settlement: I believe the faulty unit needs to be replaced or some major service needs to be done to AF-servo button and related electronics to eliminate this issue in the future. Simple check that AF function works is not enough! The issue is intermittent and still there!

Business Response:

Customer was contacted on 7/**/15 and we requested to see his camera for a re-evaluation.  The camera was received here on 7/**/15.  Once evaluation is completed we  will contact him with our findings.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thanks, but I would like the Issue to be resolved, rather than another "evaluation" to be performed. Nikon already evaluated my camera on 06/**/2015 (service order #*******) and found nothing. I had my evaluation when i got it back (see ******* video i provided) and the problem was there.  I will mark this as resolved when i have my camera back with intermittent issue addressed or if i get a replacement. 

Regards,
****

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** **********




 

Business Response:

We have been waiting for a part for this repair and the part is due to  arrive on Monday, August ***.  The repair will be a "rush" and customer's camera will be shipped to him by overnight shipping with adult signature required. 

7/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Originally sent camera to be repaired, received it back and Fn button was not working. A week later after using it the shutter mechanism failed during use. Camera shutter broke during use. Within warranty period. I tried to remove the shutter mechanism that failed due to the immediate need of use of the camera during an event. Touching the shutter mechanism caused there to be wear and tear on the shutter that was not originally present even though the mechanism had preciously failed. Nikon refuses to honor the repair warranty citing my touching and further damaging of the shutter voids the fact it broke in the first place.

Desired Settlement: It has cost money to ship back an forth to Nikon and not having the camera to do weddings and events has been a problem also to make income. I would appreciate if Nikon repairs this camera free of charge, also compensating the cost of the many different times this has been shipped off to Nikon.

Business Response:

The customer was sent the "Nikon Digital Imaging Warranty" on 6/*/15.  We will resend the warranty again via email.

https://support.nikonusa.com/app/answers/detail/a_id/333/kw/digital%20imaging%20warranty

Section 3:

"3. This warranty does not apply to any defects or damage directly or indirectly caused by or resulting from the use unauthorized replacement parts and/or service performed by unauthorized personnel."

Service to the camera was performed by the customer and shipping costs for sending in a product repair is the customer's responsibility.

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The reply from Nikon does not address the fact that the camera malfunctioned on its own. There is evidence which proves the camera malfunctioned prior to this issue, it was recently sent in for repair, when received back it was not fully repaired and following use of the camera it malfunctioned.

The camera was touched by me "after" the camera malfunction (which is a warranted repair issue). 

Section of the warranty does address the fact that the camera in question "D610 Shutter Blades" Malfunctioned during use. As photographic proof indicates.

3. This warranty does not apply to any defects or damage directly or indirectly caused by or resulting from the use unauthorized replacement parts and/or service performed by unauthorized personnel.

The damage of the shutter blade happened while using the camera, damaged occurred during use without it being tampered with.

This is what needs to be fixed by Nikon. 

The camera was not serviced by me but by a Nikon Authorized Service.  



I am continually patient during this process but what I feel like is happened and has been happening with this issue is that Nikon fully understands that the shutter blades of the camera D610 messed up. They understand this happened by defect. What I am disappointed in is that Nikon is charging to repair this camera issue, they are not acknowledging that the shutter blades did malfunction on their own, as photographic proof has indicated. But what I keep seeing is that Nikon is using my touching of the shutter blades, my desire to move the blade out of the way so I could continue to take photos. In doing this there might have been more damage to the shutter mechanism. But that does not negate the fact that shutter blades first of all defected and messed up during use. I would not have touched the sensor or the shutter blades if the camera in the first place was not defected in the shutter mechanism. What is even more annoying is how soon from repair this happened. I believe this defect is directly related to the repair the camera went through a couple weeks before. None of this is being acknowledged by Nikon. I believe Rachel is trying her best to help but than on the other hand not. The camera malfunctioned, this would be have been warranted repair, the fact that I touched it Nikon is trying to say I was servicing the camera and damaged it more. None the less the damage that occurred to the shutter mechanism happened while under warranty without being tampered with. The sensor is a different story I do not know how exactly it got scratched or damaged I do not care for this to repaired, but these shutter blades need to be repaired they broke while in use. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*********** *******




 

Business Response: The warranty does not apply to any defects or damages directly or indirectly performed by unauthorized personnel. 

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, On July ****, 2015 I sent my Nikon D750 (Serial# *******) to Nikon for service because of two service recalls. The service recall was for the July *** service advisory and January ****, 2015 service advisory. On July ****, I received an acknowledgement/estimate letter with the order number ******* stating, as expected, that the cost of the repairs are covered and my total cost was $0. Today, July ****, I received another acknowledgement letter with the order number ******* saying the “Top cover damage by user” and that it would cost $237.44 to repair. My camera was sent in pristine condition, it was only six months old. In addition, the first acknowledgement/estimate letter does not state any damage to the unit. I refuse to pay any repair costs. In addition, if the camera was damaged, I would like a new camera as a replacement. Sincerely, ****** ******* *** **** *** ************ ** ***** ************

Desired Settlement: I refuse to pay any repair costs. In addition, if the camera was damaged by Nikon, I would like a new camera as a replacement.

Business Response: Customer's camera will be re-evaluated today and he will be contacted (via email) with a resolution.

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two nikon coolpix cameras at approximately 130.00 each and was able to use each of them a few times before incurring the same problem. They will not turn back on. I have invested more money I purchasing new batteries thinking it may work and an externalbattety charger wgich was costly and that didnt work. Ive tried leaving messages ssending emails and even hand written letters and nothing. Im so disappointed because I do professional photography and shoot with cameras up in the thousand dollar range and im hoping nothing happens to the most recent one purchased. I would love a small point n shoot that works and was hoping to stick with Nikon but this has been an awful experience and a shame because the cameras took awesome pictures just neither one worked for even a month

Desired Settlement: I would love a camera that's comparable to the two coolpix I have but that work. I have found that this has been a very consistent problem with this camera. They should stop selling them

Business Response: This customer has been emailed on 6/**/15 and also called on 7/*/15 (a message was left for a call-back).  We would like to obtain more information regarding the customer's issues with her cameras.  A customer service contact phone number was provided as well.  To date we have not been contacted and not able to give any assistance at this time.  Our Support phone number is ###-###-####.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a lens in for repairs along with my camera body. The camera body service is being completed as it should be done. Nikon USA refused to work on my lens because it was imported. They then wasted nearly 2 hours of my time on the phone and a week of valuable work time at my small business without my lens. The repairs I requested were cosmetic to the outside of the lens. I needed the rubber focus/zoom grips replaced because they were sagging from use. They requested proof of purchase before they would work on it, so they would know where it came from. I had already alerted them the original box I purchased from BH Photo in NY said Made in Japan. I hunted up my receipt from 4 years ago. Then uploaded it to their system. That wasn't good enough because it only said imported. I then called BH Photo in NY to request a different POP but they could not provide one. I then submitted a photo of my original box that said where it was made. I waited about 20 mins on hold talk to a supervisor before being disconnected as soon as he said hello. Once I got him back on the phone, he gave me the same line over and over...unfortunately we can't work on the lens without the POP showing proof of origin. I then requested reimbursement for shipping costs that were $80. I submitted my receipts for that cost. I then received notification now 3 days later that,"***** ******* ******* ** via Email 07/**/2015 10:53 AM Hello *** ********, I have heard back and we will not be able to reimburse the shipping as the warranty does state that shipping is the responsibility of the customer. I am sorry for the inconvenience." My lens is not under warrenty. I shipped it there for service. I was going to pay for any repairs. I followed the instructions for service on their website: ******************************************************************************************************************************* How do I get my Nikon product repaired? Answer ID ***|Published 10/**/2002 09:42 AM|Updated 06/**/2015 08:43 AM Question: How do I get my Nikon product repaired? Nikon Service For Nikon Service, please click the link below to Schedule a Repair and follow the directions to complete the information requested. Completing this information will help assure that your contact details, shipping address and problem description are accurate. It also allows you to print an address label to attach to your package as well as provide a second copy for you to keep as a reference. The service approval will require you to pre-authorize the costs (for non-warranty repairs only) based on your input to the issue you are having with your Nikon product. This is done to expedite the repair process. If the costs are different from what you initially pre-authorized, we will advise you. If sending in within the warranty period and your product is found to have a non-warranty covered issue, we will provide details of our findings and a service estimate for your approval before we begin repair. We require a photocopy of your proof of purchase for service. Please include a photocopy of the receipt even if the problem is not a warranty issue or the product is beyond the warranty period. Click here to Schedule a Repair now There is no need to call in advance for any approval or authorization. Once received and logged in, we will send you a confirmation of our initial evaluation. Please provide your email address and the information will be emailed to you as soon as the product(s) are logged into our service system. .... How to Ship Your Product to Nikon Service: We recommend using a shipping company, like ***, that provides a tracking number. Please secure the product in a shipping box with 2-3 inches of packing material surrounding the product. We do not need to receive accessories, like batteries or battery chargers or memory cards - unless they help us evaluate the product’s issue. (CD's or DVD's with unedited image samples are helpful if they help illustrate the problem.) We recommend insuring the product for replacement value. I am very disappointed and dissatisfied in the customer service I received trying to get my lens fixed. Not only did they waste my time, they wasted the time going back back and forth after I had told them all the information and sent in the documents showing proof of purchase when they could have made the simple repair. I have now been without my lens and I will be without it for more time because I am going to have to find someone who will actually do what they say they will do to get it repaired.

Desired Settlement: I would have liked to have had my lens fixed and had good customer service. Now I at least want the refund for all my shipping costs. I am a small business owner and I was not treated to any service.

Business Response:

This product was not imported into the U.S. by Nikon Inc. It was noted on the receipt provided by B&H Photo to the customer that this was an imported lens.

As per B&H Photo (and clearly stated on their website) the repair and warranty is through B&H Photo and not the manufacturer.

Nikon policy regarding shipping is that it is the responsibility of the customer to pay shipping into Nikon for a repair.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I don't accept that answer because I followed the instructions below located on Nikon USA website to submit my lens.  ***************************************************  It is one of the main answers on their main service and support website that misled me.  I love Nikon and their products, but I do not like being taken advantage of by following their website instructions, then not getting repairs and being out of money for no reason.  I was unaware of any difference between my lens that would cause Nikon to not work on it due to it being a "grey market" lens.  I had never even heard of that until I had already spent the money to ship my lens for repairs.    No where in their knowledge base answer below did it even suggest my lens wouldn't be worked on and I would be out the money for shipping and the time without my lens (which I still haven't received back un-repaired).

How do I get my Nikon product repaired?Answer ID ***|Published 10/**/2002 09:42 AM|Updated 06/**/2015 08:43 AMQuestion: How do I get my Nikon product repaired?Nikon Service For Nikon Service, please click the link below to Schedule a Repair and follow the directions to complete the information requested. Completing this information will help assure that your contact details, shipping address and problem description are accurate. It also allows you to print an address label to attach to your package as well as provide a second copy for you to keep as a reference.The service approval will require you to pre-authorize the costs (for non-warranty repairs only) based on your input to the issue you are having with your Nikon product.  This is done to expedite the repair process.  If the costs are different from what you initially pre-authorized, we will advise you.
If sending in within the warranty period and your product is found to have a non-warranty covered issue, we will provide details of our findings and a service estimate for your approval before we begin repair.  We require a photocopy of your proof of purchase for service. Please include a photocopy of the receipt even if the problem is not a warranty issue or the product is beyond the warranty period.
Click here to Schedule a Repair now
There is no need to call in advance for any approval or authorization.  Once received and logged in, we will send you a confirmation of our initial evaluation.  Please provide your email address and the information will be emailed to you as soon as the product(s) are logged into our service system.....
How to Ship Your Product to Nikon Service:We recommend using a shipping company, like ***, that provides a tracking number.Please secure the product in a shipping box with 2-3 inches of packing material surrounding the product.We do not need to receive accessories, like batteries or battery chargers or memory cards - unless they help us evaluate the product’s issue. (CD's or DVD's with unedited image samples are helpful if they help illustrate the problem.)We recommend insuring the product for replacement value. IMPORTANT NOTE :  Please do not ship in the original display box (It will not be returned). Use a shipping box that provides better protection...If you prefer to drop off your Nikon product in person at our facilities, please click the button below for our locations:
 
 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response:

The customer's lens was shipped back to him on 7/*/15 and scheduled to arrive 7/**/15 by end of day.  A tracking number has been provided via email.  As previously mentioned, the repair and warranty for this imported lens is through B&H Photo and not Nikon.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 As previously mentioned, my lens wasn't under any warranty, I sent it in for repairs AFTER following instructions on Nikon USA website which DID NOT alert me to any "grey market" or "import" exemptions where my lens would not be serviced.  I freely admit I knew no difference between grey market and Nikon USA products.  Instead, I'm out $80 for shipping, have no repairs, will be without my lens for 2 weeks by the time I receive it back...not to mention the time I will lose shipping it again to someone who will hopefully fix it as advertised.  I would have no problems paying for shipping had repairs actually been completed.  I was misled by their website into thinking that my repairs would happen if I sent my lens in...(they will say I shouldn't have sent my lens in because it was grey market...and I did not know that until they told me they wouldn't fix it) and even though they have a legal disclaimer some where, they cannot argue that this should be understood by every consumer.  They have shown multiple times now they do not care to help me out...a long time nikon customer.  Through this I have learned they do not care that I didn't know the difference between a grey market camera, they would rather state their official response over and over and just waste time, rather than helping me.  I am a small town photographer and I recently had a client who accidentally printed a large photo without checking the crop...guess what, he contacted me and he was ***et.  Even though this mistake was made by him, I took care of him and spent my own money to fix the issue for him.  I did not have to do that but that's good customer service.  I have not received good customer service from Nikon.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was excited to see a difficult to find lens (Item 2223), Nikon's 300mm f/4e VR ED, in stock at both the Nikon Store website and **** ***s site. I decided to order just after noon on Friday from the Nikon Store and requested next day delivery. I called to ask if they could provide Saturday shipping as the item requires a signature. The Nikon customer service was honest, polite, and an excellent communicator. She told me the truth, which is what I wanted, that they couldn't guarantee Saturday delivery as I ordered late. I told her it was no problem and I would patiently wait until Monday or Tuesday... that I understood. Two hours later I received an email informing me that my order was cancelled. I though maybe my credit card company declined the purchase for my security. I called Nikon and spoke with the same excellent customer service representative who quickly transferred me to a different department. I was then informed that they didn't have the product, again by a polite representative, who offered to find me a refurbished unit, which I declined as I prefer to purchase new. By the time I was informed about their backorder, **** *** sold out of the product, leaving me waiting for more supply, which I had preordered months earlier on ****** and is still backordered. I contacted several reputable Nikon authorized dealers to try to get an estimate regarding when they would receive new stock, and all told me at least a month. I am a calm person and always polite. I will speak with my wallet and will consider switching to *****, despite the financial loss, due to poor inventory updating and Nikon not offering to locate the product for me, despite me politely explaining what had happened. I feel as though they don't value me as a customer, regardless of how polite and communicative their customer service reps are.

Desired Settlement: I would like Nikon to keep their site accurate in regards to current inventory, to inform me if I call shortly after ordering that the product is backordered. I would like for Nikon to locate me a high quality copy of the product that I ordered, tonot be charged tax as they are not based in *********, would like the $70 next day shipping fee waived, and have it shipped next day air. No matter what they do, I want a phone call from an Executive or manager and a sincere apology.

Business Response: Customer has been contacted on 6/**/15 and offered a resolution for her lens order.  She stated to the representative  she is satisfied with the resolution by Nikon.

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May of 2013 I purchased a Nikon Coolpix S01. Two months later on a once in a lifetime trip to **** *** *****, ****** the camera stopped working. When powering on it beeped three times and displayed a line through the center of the screen and displayed a red exclamation mark. I was unable to do anything with the camera, it would not take pictures or let me view the pictures I had taken. I sent it away to be repaired completely afraid that my once in a lifetime picures had been lost forever. The camera was at that time repaired free of charge as it was under warranty and thank God the pictures were still there. Fast forward to this year May of 2015 again on a once in a lifetime trip (this time my husband and my first cruise) on Day 5 after taking numerous pictures the camera once again stopped working and did the exact same thing it had done previously. It displayed the line through the middle and the red exclamation mark. Again I could not take pictures or retrieve the pictures that had already been taken. Reluctantly again I sent the camera off to be repaired completely afraid again that those once in a lifetime photos were completely gone. I have not gotten the camera back yet but received an estimate today for a huge total of $87. This may not seem like a lot to some people but for a camera that should have been fixed right the first time it is outrageous. I don't believe I should have to pay this since the camera should have been fixed right in the first place. Other than on major trips like these two the camera is not used that often so it is still in excellent condition. I also will be left with nothing more than a paper weight as I do not wish to ever use this camera again. It cannot be relied upon as a good quality product and I cannot continue to go through the agony of thinking my pictures are gone forever. I take extremely good care of my belongings so this is not a problem on my end, this is a manufacurer defect in the product and I would like to see Nikon stand behind their products and do what is right.

Desired Settlement: First and foremost I would like the repair cost of $87 to be refunded and my camera fixed free of charge. Second, since this is now nothing more than a paper weight, since it is a product which cannot be relied upon I would like some sort of refund or replacement item.

Business Response: Customer has been contacted on June *** and June *** and offered a resolution for her camera issue. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Coolpix 9700 camera last year. When I tried to use it at Christmas, it wouldn't turn on nor take a charge. I contacted Nikon and they directed me to send the camera to their repair facility in ***********. I did so. The camera was returned and allegedly repaired. I mistakenly took Nikon at their word that the camera's battery and charging system had been replaced, that this would take care of the problem, and that if the camera malfunctioned again, it would be replaced immediately with a brand new model. None of their promises were kept. The camera now again won't turn on nor take a charge. They are also going back on their replacement promise, instead insisting that I again send it in to them for "re-evaluation." This camera has never worked...it is a lemon. I want Nikon to keep their word, replace their defective camera, and stand by their product.

Desired Settlement: I want Nikon to keep their word, replace their defective camera, and stand by their product.

Business Response: The customer has been contacted on 5/* and again on 5/*.  A prepaid shipping label has been issued so he an send in his camera for a resolution.

4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problem started with contacting Nikon on Friday April **, 2015 for an issue with my credit card. They were not super friendly that day either, but my main concern is below. I called Nikon on 4/**/15 to request a change in shipment. I wanted the package held a sort facility near my home so that I could pick it up. They refused to assist me in my request. I understand they have policies in place to protect the buyer, but they told me that I should get a trusted neighbor to sign for my package, since I was and am unable to be home when *** delivers. Number one, I don't have any trusted neighbors currently, and secondly, FOR MY(the buyer) PROTECTION I was requesting that they contact *** to have the package held for pick up. I spoke with a nice representative named ******, she was kind and wanted to help in any way she could, but her hands were tied due to policy. So I requested to speak with a supervisor, I then spoke with ******** who really just seemed like he wanted to get me off the phone. Didn't listen to my request at all, immediately said that can't be done, there is nothing we can do for me, and completely dismissed me. I asked to speak with his supervisor, he flat out told me there was nothing they were going to do for me, but got me on the phone with them anyways. At this point I'm getting frustrated and I broke down and started crying. No one wanted to help me. The new supervisor comes on the phone and is immediately defensive. She refuses to help me as well. I'm sorry but that is unacceptable. I work in a call center myself. I know how you should treat a customer, and I was not treated fairly. All they needed to do was contact *** and request my package gets held. I cannot leave work to deal with this, as I will lose pay. So now my package will be sent back to Nikon, and god knows how long it will take to get my money refunded to me.

Desired Settlement: My desired outcome is three things. I want them to change the policy. If a customer calls in requesting a status change on their delivery, they should do it no questions asked. It's easy to contact ***. Secondly I want my package reshipped back out, but held at the sort facility for me to pick it up. Finally I want a partial refund due to my issues with dealing with a company that treats it's customers poorly.

Business Response:

We have reached out to the customer via email on 4/**/15. We are unable to change the Nikon shipping policy and have given further direction to customer on how to receive this order or have it returned and then reorder with a new shipping address requiring signature for the package.

 

Nikon shipping policy - *** will make three attempts to deliver a package. If they can not deliver the package, it will be returned to us as undeliverable. These orders can not be reshipped, and customer will be issued a refund. A signature is required for orders over $500 or if requested by the purchaser when the order is placed.

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thanks to *** I was able to pick up my camera from the sort facility. They gave me notice and a chance to pick it up before they sent it back to Nikon. I received better customer service from *** then I did from any phone agents with Nikon. Even though Nikon was helping me re-purchase my camera, they still were not guaranteeing that they would ship my new camera to my specifications.  

I'm still not thrilled with my experience, but I have my camera now, and will never be purchasing directly from Nikon ever again. Too much stress and drama that I do not need. I shouldn't have needed to file a BBB complaint to get them to even respond to my requests.  

*** has great customer service and if there is anything I can do to give them kudos/a great recommendation on the BBB site, I'd be happy to do so.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *********




 

4/29/2015 Billing/Collection Issues | Complaint Details Unavailable
4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a beginner photographer and I just started using entry level dslr camera for capturing my memories. I bought a refurbished Nikkor lens form Nikonusa.com on April ***, around 12:30 am. I received the item on Wednesday night around 8pm. I carefully opened the replaced box (refurbished product box) and I immediately realized that it is not a good fit for my photography purposes. Since the Nikon costumer support were not available that time (out of business hours), I just called them the day after in the morning (around 11:30) to discuss about the problem and to exchange that lens with another one. The representatives informed me that they don't accept return/exchange since I have opened the box. They just referred me to their policy page. Today (Tue, April **) I contacted them again and after talking to representative , I asked her to transfer me to her supervisor. Supervisor told me that I had to make sure that the product is good fit for me before my purchase. She said that I had to talk to Nikon technical support representatives before placing order. Actually, I exactly wanted to talk to representative and get professional advise for choosing the right lens, but the live chat and customer support were not active out of business hours when I wanted to place my order. I would like to argue that there is huge gap here... The big question is: If they claim that customer has to make sure about his/her purchase by talking to their representatives, why they allow users to place their order out of their business hours when there is no access to representatives?! If they really take care of the customer's right/wrong purchase, they must explain it clearly in their return policy that "customer must place his/her order in business hours and talk to Nikon professionals before ordering the product." Second, do they expect customer to somehow magically know that product in an unopened box is a good fit or not?! If so, how they can justify that?! Imagine that you have purchased a shirt from online store and they tell you that we don't accept product return, because you have opened the package to try it and figure out if it works for you or not! It seems very illogical to me! Third, the Nikon refurbished products don't come in original Nikon packaging box. Somebody has previously returned the product to re-seller and Nikon put them in a cheep cartoon box with a barcode and Nikon label. If they really care about the original package sealing, there is no original package nor sealing for refurbished items. I cannot describe how dissatisfied and unhappy I am with Nikon customer support. Because I could buy the same product (brand new) form amazon (free shipping, hassle free return, and tax free in my state), but I put my trust on official website of manufacturer and they completely disappointed me, not only by their return policy, but also by disregarding my problem (which might be other customers' problem). I cannot imagine that Nikon only accept return for the products that have not been seen by customer! I believe that it is not fair to me and other customers at all.

Desired Settlement: Fair treatment... I also really want to solve this issue for all other customers in the future...

Business Response: We have responded via email on 4/**/15 to this customer and offered a return of his lense.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new Nikon D600 camera from ********* early in 2013. The camera has a fatal flaw in its sensor/shutter mechanics that puts oil spots on the camera sensor, leaving black spots on the photo. I have noticed that the black spots tend to be in the corners and sides of the sensor. This is not due to dust over the use of the camera. Nikon has done nothing except offer sensor cleaning which does nothing to address the initial problem. I just had my camera serviced by them for the first time and the sensor was still dirty. I have tried to create another print label to send my camera in, but that does not work either. Things at Nikon tend to break or fail often. Their poor customer service goes poorly with their defective products.

Desired Settlement: Buy back my D600 and my lenses. I wish to switch over to Canon. Since I bought all your equipment brand new, please send me money to buy new equivalent Canon gear. My gear; Nikon D600, Tokina 11-16 DXII, Nikon 50mm 1.8G, Nikon 24mm 2.8D, and Sigma 70-200 EX DG APO OS HSM.

Business Response:

The customer was contacted on April **, 2015 with an offer to resolve his issue. Customer appears to be satisified with this offer.

We will continue to follow up with this customer to be sure that his issue is resolved.

4/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Nikon D600 DSLR camera body- a worldwide product defect- faulty shutter assembly depositing oil on the image sensor. Sent my camera body back twice for this issue. Internet research reveals some D600 owners were given an exchange camera body to rectify the problem with the improved D610 version. The D610 does not exhibit the oil spot problem. Nikon service claims to have replaced the shutter in my camera,on the first occasion of the problem. The oil spots returned(second time)- promting me to beliive the original shutter assembly was not replaced,instead,only an economic(for Nikon)service production "workaround" of the problem. Nikon service(second time)told me they will not replace the D600 body, but to use the camera now. It only had a sensor cleaning this second time. Nikon service rep said,"If the spots return,we'll investigate further options." This is absurd. A world class corporation(Nikon)should stand up,and recall the D600's legitimate product failure,that the worldwide photographic community knows about. Fact- the D600 is a fiasco. I can't sell my camera for a reasonable price because of the known defect.I can't recover any loss.In my opinion,IF the shutter had actually been replaced,then the problem would have been resolved. Not so.I believe a low level of fraud(if that's possible)is being conducted under corporate direction to cut it's repair overload losses. How would I know if the shutter were not replaced. Actually,I believe I can- the oil spots on my $1400 camera body did not get fixed. The basis of this complaint is to get the camera body repaired(with a garantee)that the problem was properly corrected,or replace it.

Desired Settlement: Return my D600 camera body to Nikon at their RTA expense,for a replacement D610 camera body. If necessary,I will accept a Nikon factory refurbished D610(with a zero shutter count)sent to me at Nikon's expense.I believe this to be fair and equitable for all.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I must sign the Qualifying Statement, Short Form Release, and Confidentiality Agreement attached and send my D600 back to Nikon per their instructions. I fully expect this transaction will be completed in a timely manner.

Sincerely,

******* ******



 

4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First and foremost, I implore you to please read this message thoroughly before replying and telling me to call. At the rate this case is being handled by Nikon, I want to document what I write, and what I receive in return. I am sending this message in reference to Service Order Number *******. I will not recognize any other Service Order Number related to my camera, as I feel I am being lied to and cheated out of my money. I purchased a Nikon D3S last summer from a friend of mine. It worked fine until about late October 2014, at which time an auto-focus issue started to show itself. The auto-focus worked for the first couple of shots, and then the focus seemed to lock up and not release itself unless I pointed the lens to the sky – at which point it would start working again...but only for another couple of shots. I knew my camera wasn't under any kind of warranty, but I knew that if I was going to invest in having my D3S, I wanted it to be by a professional Nikon technician. In mid-November I entered my camera into your online system for repair, which soon after receiving the invoice I paid $458.45 on 11/**/2014. After paying the invoice I received the shipping label and then sent my camera to Nikon in ********* *** **** on 11/**/2014. The description which I reported to Nikon related to the issue with my D3S, is as follows: “The camera's auto focus isn't working on command. It will work sometimes, if that! Sometimes it seems as if the focus is locking up completely - not even allowing me to move the focus point until it's not locked up anymore. Sometimes I can get the focus going again if i point it at the sky, but then it will start to not work again.” See attachment as proof of my reason for sending in my D3S for service. On Tuesday, November ** I received an email from Nikon Inc. Customer Service stating: “We have received your D3S FX-FORMAT D-SLR BODY and entered it into our system as service order number *******.” I received the camera on or about Monday the November 24th. After the Thanksgiving holiday passed by I had a chance to take it out to examine my camera. Immediately I noticed the rubber grips had been replaced, which was surprising since I didn't authorize that work to be done. Looking at the list of work done to the camera, it reads: RPL AF UNIT REPLACE RUBBER GRIP RPL REWIND SIDE RUBBER RPL APRON FIRMWARE UPGRADE ADJ MIRROR ANGLE ADJ AUTO FOCUS OPERATION GENERAL CHECK & CLEAN On December *, 2014, I sent a message to Nikon Service Support related to the issue with my auto-focus still not being resolved. Here is the message: “I had sent in a Nikon D3S for repair for an auto-focus problem last month. I rec'd it back just before the week of thanksgiving. However, upon using the camera I found that the problem was not fixed at all. I would like to send it back to again, try to solve the problem. Service order No *******, Sales order no ********.” I was promptly replied to by ****** that same day (Dec. *), who responded with the following: “Hi August *********, Thank you for contacting Nikon, I understand your D3s is still experiencing focusing issues. I will be more than happy to have your case escalated for pre paid shipping labels. Can you please verify if the issue is persistent with multiple lenses? Also in order to properly diagnose the issue please update this incident (using the link below) with one or two unedited sample images showing the problem; we'll take a look and let you know what we think. It's important that original, unedited images be sent. If you must resize the images only do so in a Nikon program as other programs remove important embedded information. For more assistance attaching images to incidents please see: **************************************** After we've reviewed your samples we'll contact you with more information. Thank you, ******” The following day on December * I replied: “Good Morning ******, thank you for getting back to me so quickly. Yes, the issue does persist with multiple lenses. While shooting, the first several shots I set up focus properly - but then something happens and it's almost as if the focus gets stuck, and it refuses to auto-focus. I can hold the shutter button down half way (to get it to refocus) and it doesn't do anything. I have continuous focus on as well, and focus tracking as well when this happens. I've also tried putting the AF Mode into single focus and it still happens occasionally. When it goes into this funk where it won't focus, I can't get it to work UNLESS, I either turn it off, and on again; OR I point the lens to the ceiling or sky which apparently seems to fix the problem. It's very frustrating. Attached you will find four DNG's - hopefully that is what you wanted. Thank you for your help!” After this ****** had my case escalated and pre-shipping labels were supposed to be forwarded to me. The apparently was some confusion as to how the shipping labels were sent, as I didn't receive anything until January *, 2015 when I sent another message asking about shipping labels which were supposed to have been sent to me. This is where a new Nikon Tech Support person took over, as he moved this case “from REF#: *************,” his name was *****. ***** saw that the shipping labels were sent, and I did in fact receive them this time. However I was confused after I sent my camera back why (before Nikon even received my camera) that they changed the status of my Support Order to “Solved” on January *, 2015 – the day the labels were issued. How can you close out the ticket when the issue was resolved? Another month passes by and I receive no word as to whether my camera was ever received by Nikon. On February **, 2015 I sent yet another message asking for an update: “Hi I sent my camera in for repair early January of this year and have heard nothing about it. Could someone please let me know what is happening with the repair? Thanks so much. Order number *******. August *********” Two days after I sent my question on February **, I finally receive a message from ******” who says he'll look into it. After that – nothing is heard from Nikon Service for nearly a week. So I send yet another message on February **, asking if for verification if my camera was received and if it was fixed. Finally on February **, 2015 ***** replies and writes the following: “Hello August, Thank you for contacting Nikon. It is a pleasure to be able to assist you with information on the service order *******. It appears, after further evaluation of the product, there is impact damage on the camera. Please contact us at ###-###-#### to approve or refuse the re estimate. Kind Regards, ***** *. Nikon Tech Support” This is where it gets sketchy. As you can see in his message above, he is suddenly referring to a completely different service order number. He also says “...after further evaluation of the product...” indicating Nikon Support actually looked for the problem this time, instead of just doing routine maintenance and sending it back to me without even checking to see if the issue was solved like they did the first time. On one hand, I was at least happy to hear that Nikon found the problem which was most likely causing the auto-focus problem. This sounded promising to me. Shortly after receiving this message from *****, I spent two separate occasions that day sitting on the phone, on hold, waiting for someone from support to pick up. One occasion I was on for fourteen minutes, the second over twenty minutes. I gave up and decided to write another message back to *****, also dated the same day of February 24. “I tried calling and fifteen minutes later I decided to hang up as no one was answering. It's better this way anyway, as the messages from both parties are recorded for both our records. I have already paid $400+ for this issue to be resolved in early November. It was returned to me quite quickly, but the same problem persisted. I sent it back early January (after waiting for a return label to be emailed to me) and I haven't head anything about my camera since. I see there are attachment photos to this message which don't appear in the email message I received; perhaps something to do with junk mail filtering. When you said there was "impact damage on the camera" I thought you meant damage from shipment. When I shipped the camera it was in virtually brand new condition, so I was a little concerned. The pictures you attached elevated those concerns. It appears the damage shown in the photo is exactly why I sent it in for repairs in November. Though I paid the full charge to have the camera repair, it never was. I did notice on the invoice sent back with the camera, there were several things done to the camera to "spruce it up" which I guess totaled the amount I paid to have the camera fixed. While I was pleased with the tweaks to the camera, the issue was never resolved. I approve any repairs to be done, but I have already paid for these repairs to be done in the first place.” *****'s reply (same day, 2/**) was as follows: “Hello August, Thank you for approving your service order. Please allow the technicians 7-10 business days to have your product back to you. If you have any additional questions or concerns, please contact us back. Kind Regards, ***** *. Nikon Tech Support” About a week later on March *, 2015, I get another message from Nikon, this time from an entirely different staff person, “******* *.” She wrote: “Hello *** *********, Thank you for choosing Nikon. This is a follow up e-mail in regards of your D3s camera that is currently in our service center under service order *******. Your repair is completed. However, we need verification of your payment. Please call our Service Relations office at ###-###-#### between 9 a.m. and 8 p.m. EST. We are open Monday-Friday, except Holidays. Thank You, Nikon Support *******” On March ** I replied with the following to *******. “Hello - I was just logging into my nikon account to send another inquiry about my camera when i noticed this last message sent 03/**/2015 at 06:01pm. I tried calling twice earlier today but spent 10 to 15 mins waiting for someone to pick up. I am thoroughly confused as far as verifying payment. I paid the amount of repair last November in the total of $458.45. I received the camera back a couple weeks after I sent it, but the problem was never resolved. I'm not paying more money to have it fixed after I already paid in November. I've been without my D3S since October of last year - that's going on six months now! Half a year! I want my camera back! I've paid what was asked to repair the camera, instead of actually fixing the problem your service techs did all kinds of things to it which WAS NOT ASKED FOR. Now you want more money? I have many photographer friends who have used NIkon Service in the past and none of them had to wait so long for their equipment back. PLEASE SEND MY CAMERA BACK TO ME. Attached you will find the invoice which I paid last November.” At this point a few days passed by before I had a message on my answering machine at home from a “********* **” I called her back on March ** and managed to get hold of her. I can only paraphrase what was discussed, but Nikon Service apparently records phone calls so what I recount here can most likely verified by the recording. The phone conversation was anything short of calling me a liar and accusing me of trying to deceive Nikon Support. She insinuated that, after they supposedly sent my camera back to me in “working order,” that I had somehow damaged it again – and sent it back with “a new problem that wasn't there before.” This is where I lost my temper. I am an honest person, and I do not lie or deceive people – so to hear what she was saying made me very angry. I asked her if the *** box in which the camera was shipped to them in was damaged? She said it was never noted as being so. If it wasn't damaged in transport, and I wasn't claiming there was a “different issue afflicting my camera” aside from the same issue under which I submitted it for service, then how can you open a new service order number and say that there is new damage? Basically, from how I understand it – Nikon ignored my first support ticket. They serviced my camera as if it were in for routine cleaning and tweaking. Either the service technician didn't notice the camera was sent in because of a problem (which was noted in the “Product being sent for repair” section) or the technician figured these routine tweaks might fix the problem. Regardless, it obviously was not tested before it was sent back to me. After much delay (it's been half a year now!) and after “further evaluation of the product” according to your staff person ******” - only then was the real issue causing the auto-focus to not work properly discovered. However, rather than fixing it under the same CONTRACT under which I submitted it to Nikon, Nikon opened another CONTRACT (without me knowing about it) and are telling me that this is a separate issue from the first time I sent it in. Clearly that is not the case, as is documented within this case.

Desired Settlement: I want my camera back AND fixed....that's what I paid for!

Business Response: The customer was contacted on 3/**/15 and his S.O.  has been released.  We will be sending him a tracking number for the return of his repaired camera as well.  We have resolved his issues and he appears to be satisfied.

4/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On October **, 2014, I bought a new professional Nikon camera system from a retailer in New York with a warranty that totals 5 years. The purchase included a 24-70mm lens as the main lens. In less than a month the lens failed to focus. A man at Nikon service managed to get it going over the phone and told me to send it in if it happened again. In less than a month it did happen again. I sent it in and told them I was taking two trips in February during which this camera system would be used extensively. Instead of sending me a new lens, they claimed they fixed this lens. At this point I had paid for a new lens but was being sent back my refurbished lens. I told them that if it failed again they would receive another call and I would be very unhappy. On my second trip it failed again, exactly as it had both times before, while I was in Arizona. I called from the side of the road, very unhappy but still polite, and by following their instructions we did get it going. I was told to ship it back as soon as I got home. I shipped it back a second time and they have told me that they cannot duplicate the issue so they have done nothing to the lens and it is being shipped back to me. I paid for a new lens that would work and, at this point, I have a refurbished lens that has a strong history of failing and no recourse with Nikon. I have been swindled. I paid the money and did not get what they said I would get. I have no way to pressure them into honoring their warranty. I have told them I cannot count on this lens so there is no point in taking on a trip since it has already failed 3 times in 4 months. I am back to using my 9-year-old system and the new sits on a shelf.

Desired Settlement: I would accept a full refund or, much more preferably, a new lens. A letter to the BBB saying they will honor their warranty in the future would be great but probably too much to ask.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved at this time.  I will let you know if further action is warranted but it seems to be settled after Nikon replaced the lens.  I hope this one works.  

Sincerely,
****** *****



 

4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in my DSLR camera for a repair. Received the email with the repair necessary, approved the repair, and paid the invoice. Received my camera back with damages that were not there when the camera was initially sent in. Called Nikon, was told to send the camera back. Sent the camera back. Received yet another invoice for $500 worth of repairs for the issues that were clearly caused while the camera was in NIKON's possession. I called about the 2nd invoice. First spoke to someone that could barely speak english and could barely understand english. Had to end up speaking to a ********** who told me i had to wait the rest of the day (i called an hour after they opened) before he can even tell me anything. He assured me he would call me back by the end of the day with an update. I received no phone call at all. I have been without this camera for over a month because of Nikon's mistakes and lack of communication. Now not only will i not have my camera for an event with my children, but i don't even know what will happen with this $500 charge because no one will call me back. I just need a camera back as soon as possible. I have already been without it far longer than i should have been, because of someone else's mistakes. Please help me.

Desired Settlement: I would like for either my camera be repaired, at Nikon's cost (not mine since these damages did not happen in my possession) and sent to me overnight. Or replace the camera with a new one because i do not know what other damages they have done to this camera while its been in there possession! I am so afraid that because they have clearly been careless, i will get the camera back and the same thing will happen shortly after.

Business Response: We have reached out the the customer on 3/**/15 and 3/**/15 and offered a resolution.  Customer will be notified again with shipping information once camera is repaired and it will be shipped back with overnight shipping.

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Nikon D750 on 12/*/14. I am a professional photographer. I have not been able to use this camera since I purchased it. I shoot tethered to my laptop and it won't stay connected and freezes up the program. I took my laptop and camera to the store where I purchased it and their camera worked fine. I sent mine to you for repair. Service order ******* and It was sent back today. It is exactly the same as when I sent it in. Still won't stay connected and freezes. As far as I can see on the from they did not replace the usb port or even check it. I want the camera replaced. I can not keep sending it in. I have to rent a camera for work. I talked to your support on the phone tonight and she said I could just send it in again. How will I know they will even look at the USB issue this time. Plus I can Not waste anymore time and money trying to get my brand new camera repaired!

Desired Settlement: I would like a new camera that is in working in condition.

Business Response:

Customer has been contacted with a resolution and appears to be satisfied. She has been contacted by phone as well as email to confirm a delivery of her camera.

Consumer Response: Better Business Bureau:

The Camera is still not working properly. The USB connection and Wifi does not work properly. I have emailed and sent pictures of the problem to Nikon directly. I have not received a response yet. I would like my money refunded so I can purchase another model of camera that works. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ********




 

Business Response: Customer's original camera has been replaced but she remains dissatisfied.  Email requests have been sent on 3/*/15 and 3/**/15 with no response.  We have requested trouble shooting information but it has not been received to date.  Third party software is being used to control the camera.  Although we are attempting to assist customer is not cooperating.

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 1188.01 dollars worth of merchandise online on 2/**/15, The product was never delivered and according to the tracking number it has been returned and recieved by the sender on 3/*/15. I called today 3/*/15 to inquire about my refund and was told that I would receive a refund in 2-3 billing cycles.Alos within the time that the product should have been delivered I called to ask if I could pick the product up at the *** store and was told that I could not. I then asked to cancel my order and was told that I could not do this either.

Desired Settlement: I would like my 1188.00 dollars refunded immediately.

Business Response:

The order was returned to Nikon due to a missing or incorrect apartment number on the "ship to" address.  A *** store pickup is not allowed to protect a customer's order.  The returned order has been received by Nikon; on 3/*/15 and a  5-10 business days to process the refund.  An email notification will be sent to the customer once the return has been processed and then a credit will appear for this order within 3-5 business days.  The 2-3 billing cycle mentioned for the refund is for when the credit will be reflected on her billing statement.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Regardless of the address I was also denied the opportunity to cancel my order.
I also do not think that 2-3 weeks is an acceptable amount of time to refund a customer if the product has already been returned. It is not customer service at all. Let alone good customer service. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: The customer's refund was processed on 3/**/15 and the company's cancellation policy is stated on the Nikon Store website.

3/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In late 2014 I purchased a Nikon camera setup from ***. It included a D7100 DX-FORMAT DIGITAL SLR BODY (entered it into your system as service order number *******). We returned the unit after the third use because we were picking up a light spot on the photos under high shutter speed. The service department failed to identify the issue and returned the body as having been fixed. It was not. We immediately sent the unit back for service and Nikon identified a hole or holes in the shutter. We are being asked to pay for this defect. I own a professional video production and photograph studio and we're professionals. There is no possible way that we caused damage to this camera. It is practically new. I fail to see why this defect is not covered under warranty. Please show me how this is not a warranty defect. I need to get the camera body fixed and back into production.

Desired Settlement: Please repair this unit or convince me that we did damage somehow. Alternatively, show me how this is not covered by your warranty. I want you to know that if the outcome is not desirable I will take this matter to small claims court in Cumberland County Maine and I will use my video production unit to create a nice ******* video/review of your service center and my experiences. That might sound like a threat - but, it is just little me (***** *******) who is not afraid to use the power of the Internet to challenge a big company. I'm fair and open minded.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

It appears that my issue with Nikon we just a misunderstanding.  I am very satisfied with the outcome and I hold Nikon in high regard.

Sincerely,

***** *******


 

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Rangefinder which is a Sport Optics product from Nikon. The box was unopened but I found that the Rangefinder came with no battery cover to complete the electrical circuit rendering the brand new rangefinder useless. Their first attempt at rectifying the situation was to send me a battery cover for a different product and when I contacted them, they said they sent it because they were totally out of the correct item and would order a new one. I have made 3 attempts to contact Nikon since then and still do not have an appropriate replacement component. They could have just sent me a new rangefinder and asked that I return the one that I bought. My product is under warranty. My original inquiry number in their system is Incident ************* which was updated to Incident: *************. And the most recent is *************.

Desired Settlement: I would either elect to receive a replacement rangefinder or a full refund including taxes paid to the state of Idaho where I purchased from the dealer.

Business Response: The customer has been contacted and sent a battery cover on 3/**/15.  The customer appears to be satisfied with the resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

*** delivered the appropriately fitting battery cover yesterday evening, 03/**/15. It fits and works. Please extend my thanks to the manager who pulled it from his own personal stock as the representative told me; I very much appreciate it.


Sincerely,

****** *****



 

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've purchased a Nikon D750 on 11/**/2014 and experiencing un-natural cut off flare issue with the camera. I've contacted the reseller and have it exchanged and thought it might be the camera I got is defective. I received the replacement on 1/*/2015 and am experiencing the same issue. On 1/**/2015, Nikon issued a "Service Advisory" to all the owner of D750 camera whom experiencing un-natural flare issue to send in their camera. I immediate created a service request and sent in my camera for the repair with my sample image. On or about 2/**/2015. I received my camera back from Nikon and according from Nikon the issue has been corrected. But in fact is has not been corrected. I contacted their technical support with another set of sample images. After they examined those images, they ask me to send back the camera for service. I shipped it out on 2/**/201. Nikon received the camera the very next day. I received an email from Nikon on 2/**/2015 saying the camera has no issue and it is shipping back to me. I contacted their service department and they ask me to wait until I receive my camera back and take some pictures and see is the problem still exist. I received my camera on 2/**/2015 and once again, the problem is still the same as it was before. I contact Nikon and they then telling me the picture I took was in a controlled situation and want me to take some picture outdoor. After I return home, I took a picture outdoor which indicting the problem and then send the picture to Nikon again. On 2/**/2015 I receive an email saying nothing wrong with my camera. I call their support and the supervisor said nothing wrong with it and claim all camera has that issue. I ask if that is the case, what is the "Service Advisory" (recall) for and he said it is for un-natural cut off of flare. I said that is exactly the issue I am having and he said it isn't. I ask in this case, I want some pictures from Nikon to show me what is the problem they are reference to the recall and picture that is taken after the fix and still exhibit the un-natural flare cut off so I can see and understand what they mean by with in the spec. I then received an email saying they cannot provide any image. My complaint is if they claim the un-natural cut off flare is normal, why would they recall for service. And after their repair, my camera still having the same issue and they said it is perform normal but can't proof me any images. I have lost my opportunities to return my camera for a refund due to their repair. It is not fair for a consumer who paid over $2900 for a camera which Nikon issue a recall but still can't get it fix.

Desired Settlement: I would like have 100% refund from Nikon or I am willing for return this camera and purchase a different model such as "D810" from them. As of 2/**/2015 the Nikon D810 with the kit lens is $3,696.95 and I paid $2996.95 for my D750

Business Response:

3/*/15   *** ***s camera has been serviced under the D750 Technical Service Advisory.  The camera has been tested and is working within factory specifications.  It has been explained to the customer that all digital SLR cameras may experience flare when backlit scenes are being captured especially when shooting directly into the sun.  His camera is working within specifications.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My complain has nothing to do with the normal "Flare" that happens on camera. My complain is specific on the "Service Advisory" issue as on your website reads

"We have received indications from some users that when photographing scenes in which a bright light source, such as the sun or high-intensity lighting, is at a certain position along the top border of the frame, flare with an unnatural shape may sometimes occur in images captured with the D750 digital SLR camera."

And that is what happens to my picture. "Unnatural shape" on the top border of the frame. I have provide my picture to proof the point and they are still saying it is within the spec.


When I request for sample images from Nikon in regard what is their definition of "Unnatural Shape" as well as what is suppose to be appear on the image considered "Within Spec", They are failed to do so.

Therefore they can claim what is within the spec and what is not on their own without needs to provide any proof. And if all Nikon cameras within the Spec and still exhibit the issue, consumer have the right to know before purchase and decide do we still want a camera like it.

Also if Nikon believe my camera is normal, why they have me sent it in for repair the second time? If they told me that nothing they can do about it or the camera is normal back then, I would have a chance to return this camera and get a full refund. But instead they looked at the picture I sent to them and told me to send in the camera for repair the second time. That cause me not able to return my camera for a full refund because of the length of time.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **




 

Business Response: *** ***s camera was evaluated by Nikon and is working within factory specifications.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Nikon still in-capable to provide any proof and/or sample image of their definition other than keep saying "camera was evaluated by Nikon and is working within factory specifications." is counter productive. If Nikon cannot/will not provide any proof and sample images of what they means by within factory specification, what is the point to answer the complain.

There is not different than I say the world is like a round sphere and Nikon says the world is a flat land without proof.



Sincerely,

******** **




 

3/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My len Nikon 24-70m f2.8 Nano, has 5 years Warranty from 2013, I sent lens to Nikon to service on 01/**/2015. Nikon took me 2 weeks to check and repair. When the len sent back to me by ***, it was damaged or missed in transportation due to Truck accident in Chicago and the package sent back to NIkon. after fews day i called nikon to check, Nikon said that *** stated that delivered without signatures. I did not know why Nikon can do it without adult sign with the lens costed more than thousand dollar. Nikon claim to ***. Nikon sent me a replacement one but it is refurbished and had some damaged in front and crack at serial number but on the invoice it stated that Completed package ( I expected it come the new lens) Since , my missing len still have 3 yrs more for warranty. The refurbished is 90 day warranty only . I put the lens to Camera, i found out that the lens has defective , take few picture the image was out of focus. I tried to call Nikon to return the lens since it was defective , Nikon take me long time for sending shipping label, It is terrible . when i called in Customer service they promised that they will send the shipping label to me. Now , I scared that they will send the refurbished one again, it wasted my time and money. I have wedding even this Saturday, but i did not have good lens to take picture for My customer, I have to rent the lens. Please send me the lens without refurbished. Thanks

Desired Settlement: Without refurbished lens. I do not want to waste my time

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

** **



 

3/4/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
2/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a camera body the Nikon D600 early last year. Nikon released last year there was a known issue with this camera and they were offering to fix it 100% free of charge with less than 3000 images taken with it I sent it in. When I received it back it had multiple issues that I did not find until I took it to a wedding to photograph, again I had to send it in and they repaired it free of charge. After this I knew to check it over and test it. Through all this I have by now taken more test photos than photos I wanted to take with it or client photos. The issue again came back so I sent my d600 in again this time with 9129 photos on the camera and after 2 weeks of no communication on to what was happening with my camera they paid to over night ship it back to me which I was very happy about. Once I let it acclimatize I opened it and tested. I found that my shutter count was very high compared to when I sent it in 12,904 which means their technician took 3,775 photos with my camera and all it shows on the receipt is sensor cleaned! This takes down my resale value and no permission was asked to perform such a task. Not only that but if this issue is still present after parts being replaced then the problem will persist and definitely a clean will not fix that. After everything I have been through I not only feel used I feel like I now have a refurbished camera not a new one I purchased. I have taken more test photos and sending it in for servicing than anything I purchased it for. Product_Or_Service: DSLR Account_Number: ********************

Desired Settlement: Replacement I want this camera replaced. I have been a faithful nikon customer even with all the issues with this one body and having to return the d750 because of other problems. I take care of my gear so there is no reason other than manufacture failure causing these problems. I feel that is the right thing for Nikon to do and really with the troubles I have gone through and how much the prices have dropped I do not feel I would be out of line even asking for a better ser

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *********



 

2/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my camera in for repair under the warranty. (The shutter cover was broken). The warranty work was approved and the status was "parts out of stock". They were waiting for the parts. When I checked the status the technician wanted to bill for the work even though it had already been approved under the warranty terms. My husband called and they told him there was water damage. That was false. At no time did this item get wet or get exposed to water. (perhaps it happened in the shop). My husband denied the water damage and asked them to repair under the warranty terms since it had already been approved. The technician refused to do so and wanted to charge for the repair. (greater than the original cost of the camera). He also explained that we are long-time loyal customers that have purchased several SLR cameras and lenses.

Desired Settlement: I want my camera to be repaired/replaced.

Business Response: We will reach out to customer and offer a complimentary one-time repair.

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Nikon D600 that I purchased for $2,000 has a defective motor, which causes dust on the lens. Nikon finally admitted to this and issued a service advisory, offering to replace the motor. I have paid to clean the sensor twice, each time costing just south of one-hundred dollars. I have requested to be made whole on these these sensor cleanings, as the only reason they were necessary was Nikon's use of a faulty sensor. Nikon, specifically **** *., has refused my request.

Desired Settlement: I'm simply requesting to be refunded the cost of my two sensor cleanings, each of which did me no good due to the constant "dust" being produced by the faulty motor.

Business Response:

1/**/15   

Customer did not contact Nikon regarding any issues with his D600.  The sensor cleanings he stated were not performed by Nikon Service therefore we are unable to reimburse him.  However, we have serviced the D600 under the Technical Service Advisory and the camera is presently being shipped back to the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[my answer]

The company I used to clean the sensor shouldn't matter.  What matters is the sensor was dirty because of a faulty part (of which Nikon has since admitted to be faulty) used by Nikon.  I shouldn't be punished because I used a local shop to clean my sensor on my $2,000 camera that was dirtied by a faulty part.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ******




 

Business Response: Sensor cleanings were not performed by Nikon Service.  We are unable to reimburse for these services.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Nikon's faulty implementation should not be my problem.  I do not accept his as resolved.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ******




 

1/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $500.00 item from Nikon USA that was not available from any other online vendor. When received the item, I tried the item on my camera and decided I didn't not like it, I would not have used the item. Decided to return the said item. I called Nikon within the 14 days return allotted and was asked by the customer service representative if I had opened the box and used the item. I was honest and told her yes I had but decided I didn't want it. It was at that time that she told me I could not return the time because it was outside of the return policy, that being it had been opened and onetime put on my camera. I said I had not been advised that this was the return policy prior to the purchase and frankly would not have even expected this to be the case, but after going through 2 supervisors and escalations of the request, they have denied issuing me a RMA. There was no indication of this policy when I purchased the time nor was I directed to accept this practice before I bought it or I would not have purchased it from them. Very poor business practice and I wonder if it is even lawful in the USA.

Desired Settlement: I expect Nikon to issue me a RMA for return of this item and a complete refund of the purchase.

Business Response: Customer's case was escalated to Level 3 for review.  An RMA was issued 1/*/14 at 11:54 a.m.  Please note we had holiday closings during this time period.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My requested resolution was RMA & Refund.  I am currently on vacation, away from home.  Will not be able to execute the RMA return until Monday 1/**/15.  Until my money is refunded, I will not consider this complaint closed.

Sincerely, 
******* ** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: An RMA has been issued for this return on 1/*/15.  Merchandise needs to be returned within 14 business days to Nikon (by Jan. ****) and once received allow 3-5 days for processing the refund.

1/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My company uses Nikon for their photo needs, I wish they didnt. This will be the third time Ive had a defect with a product under warranty and was refused free service due to "impact damage". My company purchased a Nikon D800 for almost $3,000 brand new. six months into owning the camera I noticed the focus wasn't as reliable as when first purchased. I sent it in within the warranty period and was told they wouldn't replace it due to impact damage.There was no impact damage and when speaking with an executive in the service department the cause of not honoring the warranty was switched from impact damage to user misuse when her reasoning fell apart because besides the part that broke. There were no psychical signs of misuse or damage from drops or bangs. During the repair process I never even received information that they had the camera body and had to track it down in their system. The cost to fix the camera body according to Nikon is $200. It is a modest cost repair but this company is the worst , they hide behind these vague expressions such as impact damage or misused product to wiggle out of their warranty responsibility and clean up on the profits considering they have to authorize Nikon Service Centers down to a local camera shop level . I also want to mention that this particular camera body when it was first produced had a widely known focus issue that Nikon eventually admitted to after thousands of complaints. It is possible that my focus issues could be associated with this defect.

Desired Settlement: Fix the camera to optimal working condition as it states in the warranty.

Business Response:

This camera has a damaged aperture lever and the customer was provided photos to show this.  This type of user damage is not covered under the terms of the Nikon warranty. A 25% discount for repair was offered but refused by the customer. The camera can be cleaned at a discounted price and waiting for customer approval for the cleaning.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


a part breaking is included in what's covered.under manufacturer defects, according to the nikon warranty, claiming impact damage where there is no other damage to be seen is ludicrous.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

Business Response: The camera was cleaned and sent to the customer. We will also offer a complimentary repair and we emailed the customer a shipping label.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ********



 

1/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This is a warranty issue i was told that physical and internal damages are covered 1 year after the product was purchased well Nikon is trying to tell me that physical damages are not covered under warranty since when that is suppose to include all drops and internal problems for 1 year after purchase! The problem is also internal with the camera there is a dot on every photo! I don't care about the scratch as much as i do the internal problem but Nikon didn't want to here about the main problem just the physical damage and most companies cover all physical and internal damage up to 1 year i am tired of getting screwed by these companies! I went through this with Canon and no Nikon! The main problem is internal not the physical damage! I care about the quality of my photos i am a photographer and the internal needs to be fixed and they are refusing to fix the internal!

Desired Settlement: I want a new camera not a refiburshed camera if the internal can't be fixed! I want a replacement ASAP I am without a camera for 3 weeks now!

Business Response: We are offering the customer a complimentary repair.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hi I just got the camera back yesterday and there are a few scratches on the digital lens on back that was not there when i sent the camera in for the repairs! I am in the process of testing the camera out to see if there is a dot on the photos! This is unacceptable! They need to inspect the camera before sending it back to the customer! This proves that Precision and Nikon doesn't care about their customers! 

Thank you

****** *****   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Customer has been contacted via email and sent a pre-paid shipping label.  Once the camera is received we will do a re-evaluation.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****

Hi They gave me a different model S9700 it's been too cold to test it out but if something is wrong i will start a new case! Thank you for everything! You can close the case with Precision Camera's too! Have a great day! ******



 

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Coolpix AW110 camera from a local Costco store. On the box it states "shock proof 6.6 ft.". Camera fell 3 ft. from truck seat onto ground and the screen viewfinder cracked. Upon checking with Nikon's customer service department to send the camera to Precision Camera Repair. We received notification from Precision Camera repair a short time later that the warranty would not cover the damage to the camera. We questioned this because of the statement on the camera box of it being "shock proof 6.6 ft.". Precision Camera said they do not make the determination of the warranty and that we would need to check with Nikon. Ucpon checking with Nikon the respresentative told us that they do not make the determination, but Precision Camera does. Over the telephone, Nikon could not give us an explanation of the difference between "shock proof" and "impact damage". We were told by Nikon that if we wanted to know more about the warranty we needed to first purchase the camera and then download the warranty information off of their website. We explained to them that is a little backwards because they falsely advertise on their box items that are covered to encourage you to purchase the camera, but then after you own the camera you need to read further on their website to find out the full warranty information.

Desired Settlement: We would like the camera repaired per the advertisement listed on the box of the camera we originally purchased.

Business Response: For good customer relations we have comped the repair for this customer and he has been notfied by email and phone.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  We have not received the repaired camera back yet, but we are assuming that Nikon will follow through and we will receive it soon.

Sincerely,
**** ******



 

1/6/2015 Problems with Product/Service | Complaint Details Unavailable
12/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Under nikon D600 SERVICE ADVISORY AS OF MARCH **, 2014 there was a recall on shutter assembly of the camera. I have sent the camera to Nikon repair center for shutter replacement under the recall, however the camera was returned to me without any job done on it. The reason was " moisture damage"I am using the camera every day and I didn't send it for any kind of repair except the recalled shutter replacement. They find something completely unrelated to the recalled part as a reason not to replace it. You can imagine if the car industry was doing same thing like Nikon does, what would happen. For example: I have a airbag recalled on my car. I go to dealer to replace the airbag. The dealer says we can't replace the recalled part because you have some moisture in your engine. This is exactly same situation. Now, Nikon don't allow me to use my fully functional camera because of the problem with oil on the CCD. That was the reason to make a recall. If I as the end user didn't have a problem with moisture, why they just didn't replace the recalled part and let me continue to use the camera. This is outrages. Most likely my last Nikon purchase for the rest of my life

Desired Settlement: I need a shutter replaced

Business Response:

We contacted and spoke with this customer today.  He did send a sample image and we offered a prepaid shipping label to send the camera in for an evaluation which he agreed to do.  Once we evaluate the camera we will contact him again with the findings.

Regarding BBB Complaint # ******** of Dec. *** from ******* ********* I would like to update my reply from today.

After reviewing the customer’s sample photos it was discovered that the serial number on these photos does not match the serial number on the camera from his service order # ******* which refers to this case. We have contacted the customer and asked for sample images from the camera in question and will not send a prepaid label until he provides them.

I can’t update the complaint because I had sent a prior one today and I am awaiting a response.

Regards,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

 

The camera was used on a daily basis. When I got it back from Nikon it had developed a problem that wasn't there before. Which is constantly moving screen in live mode. So they didn't just refused to replace the recalled part, but they broke the part that was working before. Just the fact that this business is not accredited by BBB tells you that they can't stand behind they products. The camera was shipped back to them again. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *********




 

Business Response: Customer's camera was received in on 12/**/14 for a re-evaluation.  The shutter has been replaced for the TSA and camera is working to full specifications.  It was shipped back to the customer on 12/**/14 and the tracking number has been provided to the customer.

12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon D3200 from *******... refurbished. The camera had never worked. I put in a warranty claim with Nikon and had several difficulties. No one would take any action... they would delay and tell me they would call me back and not call back within the timelines I was told. The same would go for Email. When, after an exhausting fight, the company agreed to fix the camera they had me pay to ship them the camera... and i got it back still broken. The shutter is delayed and the camera often fails to focus. I gave up... and considered actually going through an outside company to get the camera repaired. a friend told me about the BBB and that they could advocate for me in getting the camera fixed. Part of the issue with the camera is that it just seems to be a lemon. Sometimes it works and sometimes it doesn' ***** very hit or miss but useless to me this way. They will call to troubleshoot and the camera won't have an issue... then it will again. They don't seem to understand this on and off problem and honestly it seems that when I sent the camera in it probably didn't work poorly so they just sent it back and made me cover the cost.

Desired Settlement: I would prefer to have a functioning camera. My guess is they may have to replace the one I recieved. I don't have much faith that they will repair the camera should I send it in... I don't think they know what's wrong with it. It's just a poor functioning camera that works 60% of the time.

Business Response: Customer's camera and lens has been evaluated and no issues have been found.  We contacted customer of these findings via email on 12/**/14.  She has also been provided with information on camera usage and settings.  For the return of her equipment we provided a tracking number as well.  Equipment is working according to Nikon standards.

12/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Coolpix P520 camera from **** *** on 11/**/13. The camera was not used until a trip to ***** in May 2014. The camera deleted all pictures taken on this trip. Nikon told me that ther was nothing wrong with the camera. The camera wasnt used again until a trip to ****** In 9/2014. Again all photos were deleted. I sent the camera to Kikon and ask for a refund of the $362.91 that I paid. They called and again told me there was nothing wrong with the camera and they were returning it to me. On 10/**/14 *** attempted to deliver the package but I refused it and has it returned to the sender. To this date I have heade nothing from Kikon, Can you help?

Desired Settlement: Refund

Business Response: Customer's camera has been evaluated by an Level 3 Tech Support Specialist as well as Service.  Camera is in good working condition and thereare no findings that a repair is needed or a reason for photos being deleted.  The camera has been into Service twice.  It was returned on 11/**/14 to the customer and he was notified of a shipping tracking number;  however the customer has refused delivery of his camera for the second time.  If there is any further need for assistance he can call Nikon Customer Service.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Coolpix S800c 11/**/2013 at **** *** in Vero Beach this camera has not worked. I called Nikon and sent it back for repair to ******** NY after a few weeks that sent it back the same way not working. I called again with the same problem, and they told me to send it back this time to a different reapair center and I did reapir # 2 after a few weeks they sent it back, the same way not fixed. I called them they were sending a shipping label and were going to call me back they never did that was in May. I just went to **** *** to see if they could help but they couldn't but they agree that there is something wrong with the camera. I just called Nikon and they will call me back. I spent 200.00 on this camera I am a senior citzens and that is a lot of money,

Desired Settlement: At this point I want a camera that's works they should send a replacement that work.

Business Response: We have contacted this  customer and requested the camera be sent in for an evaluation for a replacement.  A prepaid shipping label has been provided.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved
Because after being sent back 3 times and warranty will be over in a few days, I need to have this camera replaced. I sent the camera back Friday.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Customer's camera has been evaluated by service as well as a ********* ******* ********** and found to be within specifications and standards. We are unable to duplicate any issues found by this customer.   The camera will be sent back and the customer has been provided with support contact information.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The camera was returned yesterday in a box without a explanation, it had no letter in box just the camera with a battery taped on it, I don't know if its a new battery or the one I sent them. The camera is now on the charger being charged and I have not tried it yet. I do have contact info from a email. I don't know if they will help because as of the **** of Nov 2014 the warranty was over.
Thank you for your help.
***** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid Nikon about $265 to repair my D7000 camera body's multi-function button (SO# *******) When I got it back the multi-function button still did not work. When I sent it back they refused to fix it, and invoiced me the same fee again. They said they do not warranty work on damaged cameras. When I had the repair done I was told they would would warranty the work. I had gotten an estimate of $350 from a Nikon authorized repair center that said the broad needed to be replaced, I sent it directly to Nikon instead expecting superior repair. Instead I paid $265 for nothing. I asked for a refund because they did not fix what they invoiced me for and they refused, saying only "they don't do that".

Desired Settlement: I want a refund for the work that was not done, or my camera board that interacts with the multi-function button replaced the way it should have been originally. I should not have been charged for a repair that was never done correctly, or they should have re-done it because it was still broke when I got it back from repair.

Business Response: The camera was purchased January 2011.  There was a charge for the first repair May 2014 as camera was out of warranty.  July 2014 the camera was sent in for a re-repair and impact damage was noted.  Photos were provided to the customer along with an estimate which included a discount.  The estimate was refused by the customer.  On 10/*/14 customer requested a refund for the original repair to the camera.  Due to impact damage (the presence of physical damages) the warranty is void and we are unable to refund the original repair cost.  Our policy was clearly stated through emails to the customer.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April **, 2012 I purchased a Nikon D3 Camera body only, serial # 20000751, factory refurbished by Nikon from ******* ****** in New York NY along with a Mack Camera 3 year Pro Warranty for a total of $4029.90. On 11/**/2012, I returned above camera to Mack Camera for warranty repair for shutter release problems and memory slot #1 did not work. In April 2014, I returned above camera to Mack because the camera would not turn on, even after replacing all batteries in camera. In early June 2014, I returned the above camera to Mack Camera for the same issue, not powering up. Both times the camera was shipped to Nikon, ******** **, for repairs and returned to me. In August 2014, while photographing a National Softball World Series in ****** ***** SC, again, my camera did not power up and I returned it directly to Nikon in ******** **, explaining that this was the third time for the same problem within an approximate year. Nikon repaired the item and shipped it to Mack Camera, erroneously , and Mack shipped it back to Nikon who then shipped it to my address. In October 2014, the above camera again failed to power up while I was in northern VT. When I returned home, I, as requested, sent it to ******** ** and contacted them on repair of item. I explained that this was the fourth time in just over a year that I have sent it back to be repaired for the same issue and it keeps breaking down. I have asked for another camera to replace this "lemon" and as usual the people on the phone can't help me. They said they would escalate this problem to deal with it but nothing as happened. Nikon in ******** ** requested that I send a battery to them and I did that also. The ********** is always on break when I call at different times of the day and no one will give me a name and/or number of the next higher **********. I am a one person company that started three years ago and have have invested heavily with Nikon products , but their customer support systems does not support me as their customer.

Desired Settlement: I would like to have my camera replaced with a Nikon D3s camera. The reason for the small upgrade is due to the fact that I have been without my number 1 camera many time and have lost photo opportunities and scheduled shoots for contracts.

Business Response: Nikon has contacted the customer and due to a repeated issue his camera will be replaced.  This customer appears satisfied with the offer and resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  As of Thursday, October **, 2014 at 11:27 AM, I have not received a notice of shipment.  

Sincerely,

**** ******



 

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon D810 from ****** a few months back. We moved to Seoul, South Korea and within a week the camera stopped working. It took me three weeks to get Nikon to respond to my problems and we sent the camera in. Now its been another two weeks and they will not respond to any of my correspondence. They will not tell me what is going on, they will not return my camera, they will not call or E-mail even though I have been trying several times a day to tell them to just give it back and I will just eat the $3400 and try to get it fixed somewhere here. It has costed me my photography job in Seoul and lost opportunities. I do not know what else to do. The thing that makes me most upset is their blatant lack of response. I don't care what they would say. Hey, my dog died or sorry, we just got busy and forgot. But i get NOTHING from them. Product_Or_Service: Nikon DSLR Order_Number: *******************

Desired Settlement: DesiredSettlementID: Refund I would love to just get my money back for faulty equipment. This was brand new and mint condition. They sent paperwork that it was under warranty and that's all I've heard. I would also love to get reimbursed for the $5000 for lost photography and video shoots. The company told me they would not consider me again after we could not do the 3 photography shoots and 1 video shoot we had set up.

Business Response: The customer has been contacted by a supervisor.  The D810 camera was repaired and shipped back to the customer on Friday, October **, 2014.  A tracking number was emailed to customer and he will be reimbursed for the shipping charges into our facility.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and DO NOT find that this resolution is satisfactory to me and the matter has been resolved.

They did not respond for weeks when I brought this matter up to them.  They sat on my camera another week before they responded even though they PROMISED to respond immediately when they received the camera.  I brought them several solutions to have my camera looked at including their corp headquarters that is an hour away.  I lost over 2 months of income and several opportunities because of their lack of support and faulty equipment.  Things happen but their lack of customer service was unacceptable.

Sincerely,

***** *******



 

10/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've sent my Nikon D5300 camera and Nikon 35mm f/1.8G AF-S DX lens in for service twice now for inaccurate and inconsistent focus without success. The camera still focuses extremely poorly with the 35mm lens. I initially sent the camera and lens in for service on June **, 2014. I received the camera and lens back with the same problem still present on July **, 2014. I contacted Nikon again on August *, 2014 and was told that it was most likely user error. I was told to upload some pictures to prove the problem exists before they would authorized service again. The Nikon representative replied on August *, 2014 and said the pictures I uploaded didn't show anything wrong. I had to post my problem on a photography forum and got help from a moderator on how to setup a test shot to clearly show the problem. I uploaded those test shots and contacted Nikon again on August *** and got approval as my test shots clearly shows a front focusing problem. I sent the camera and lens in for service again on August **** and got them back today on the ****. I took some test shots again and the camera is still front focusing.

Desired Settlement: I just want a properly working D5300 that will focus accurately and consistently with the Nikon 35mm f/1.8G AF-S DX lens. I'm not sure if this is possible with continual service by Nikon since they've failed to do so twice already. I'm not even sure if a replacement will solve the problem since a few people have complained about the same problem with their D5300. Many people with the older D7000 have also complained about the same problem. The D7000 is relevant because it uses the same Multi-CAM 4800 auto focusing system as the D5300.

Business Response:

Several attempts were made to contact customer by phone and email.  An article was also sent explaining "Live View and Viewfinder Focus".  Customer will receive a prepaid shipping label to send in equipment for another review.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I received an email from ******* ***** at 12:58PM PST on 8/** and called back a little after 1PM but he was out of the office since his day ends at 4PM EST. I checked my caller ID but didn't see any missed call and there wasn't a message left on the asnwering machine. I called Nikon Support and was told that I had to deal directly with *** *****. I asked to speak to a ********** or ******* but was told none was available. I was told that one would call me back but never got a call. I was able to contact *** ***** on 9/* and was told to send in the D5300 and the 35mm lens again so he could personally inspect it. I told him that I'm not very confident about a successful repair and wanted a replacement because I've been trying to get a properly working camera since the end of June. He told me that my only option was to send it in for review and that I had to wait for him to inspect it, the service department to make repairs, and for him to inspect it again. I told him that I need the camera and lens back by 9/** and shipped it off to Nikon. The tracking shows that it should arrive at Nikon's facility on 9/*.

I did get the link *** ***** sent about the difference between shooting with the viewfinder and live view. I fully understand the difference between phase detection autofocus and contrast detection autofocus. I uploaded pictures shot with the viewfinder and live view to show that the problem is with the phase detection autofocus since it only occurs with the viewfinder. I thought that this would make the repair easier since they have more information about the problem. I don't like the fact that every Nikon representative that I've spoken to have insinuated that the problem is with me not knowing how to use the camera. This is a well known problem with the Multicam 4800 autofocusing system. I feel like Nikon is just trying to drag this out in hopes that I get frustrated enough to just give up. I have no confidence in Nikon being able to successfully repair the camera in a timely because they have already failed to do so with the two previous attempts. The last time I sent the camera and lens in for repair took especially long for no reason from what I can see from the paperwork that was sent back to me. The lens, service order number *******, was supposedly on hold for a week because Nikon needed to wait for parts but there was nothing replaced according to the invoice sent back to me.

I am ready to contact the local news stations for help through their consumer problem program if this doesn't get resolve in a timely manner. I feel obligated to tell others of the poor service provided by Nikon and their inability to stand behind their product.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I'm debating on whether to send the new replacement camera in for adjustments when the three previous attempts to adjust the original camera didn't resolve the focus problem. The option for a refund isn't a good one for me because ****** gave me a $270 discount on the camera, which would make the refund amount over $200 less than the current retail price.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response: A senior ******* has contacted customer via email on 10/**/14 offering a pre-paid shipping label.  It is recommended the camera and lens come into our service department.  Service has indicated they can be of assistance, however at this time *** ***** has not replied to the email or used the pre-paid shipping label.

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October *, 2014 I sent my Nikon D 70 Camera to Nikon Inc., Los Angeles, which, the agreed to repair. Three days later they returned the camera back to me, unrepaired and with no explanation. On contact with Nikon I learned that the camera could not be repaired because they no longer carried parts. I find that extremely unacceptable that Nikon would sell a product and in less than ten years it becomes junk. I have owned other cameras that are much older than the D 70 and they still work. If Nikon insist on selling expensive throw away junk cameras they should let their consumers know. What I want from Nikon is they buy this piece of junk back and reimburse me for my shipping cost. They should have known they did not have parts when agreed to repair my camera. I will never buy another Nikon and plan to write consumer reports and warn them about Nikon products. Order_Number: *******

Desired Settlement: DesiredSettlementID: Replacement I would like for Nikon to repair, replace of refund. their estimate for repair is $224 dollars which I would assume the value of this thing - cannot call it a camera. that is an acceptable value plus shipping.

Business Response:

Customer has been contacted today via email. The D70 camera was released March 2004 making it over 10 years old. We are required to have parts for repair for 7 years. We are sorry there are no longer parts to repair the customer's camera. We will reimburse for shipping charges provided a valid receipt is received.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The response from Nikon, Inc is not the same as what I received direct. Their response by email included a 20 percent discount on items purchased from the Nikon store. I have concluded that it would be better to continue to purchase Nikon products, therefore, I will accept the offer if the 20 percent discount is included. Lastly, I feel that to carry parts  for an  expensive camera for only seven years is still unacceptable. I have a perfectly  working camera except for one small part which I would conclude a circuit board. That is just wrong.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

Business Response: A 20% discount has been offered for the Nikon Store as well as reimbursement for original shipping charges.  Customer should contact the Nikon ********** in his email for his discounted coupon.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ****



 

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Nikon about a lens error with my 5 month old, still under warranty, Nikon Coolpix L830 on 9/**/2014. They determined a warranty repair was necessary and I was to send my camera to their authorized repair center, ********* ******, in Connecticut. I contacted the repair center by phone and email. I still haven't received any emails back. However, last week, on 10/*/2014, I was able to speak to someone at extension **** at ********* after calling their 800 number that is posted on their website and on Nikon's. She explained that I needed to send my camera, with my contact info, serial # of camera, copy of original receipt to *********. I insured the package and according to the USPS tracking, they received it at 11:51 a.m on Friday, 10/*/2014. As of 10/*/2014, I hadn't received phone or email updates regarding the status of my camera's repair. I called yesterday and couldn't get to speak to a human at any time, during multiple times of the day. Today I called again only to find the phone number WAS DISCONNECTED!!! I called Nikon and they were completely unaware that their authorized repair center had either shut down or disconnected their phones. I have no way of getting my $200 camera returned to me, or even to find out what is going on. Nikon said they could attempt to contact ********* through email, but couldn't guarantee anything. I find this to be HORRIFIC business practice! I cannot believe that a company as reputable as Nikon would be involved with a company that perhaps is now defunct and has ultimately stolen people's cameras!

Desired Settlement: Nikon either needs to get my camera back to me, repaired, as promised or I expect a full refund so I can replace my camera!

Business Response: Customer has been contacted today and left a voice message.  The camera has been repaired and delivered to her on 10/*/14 at 10:38 am.  ********* phone lines were out of service on 10/*/14 and we apologize for any inconvenience to the customer.  They are now back in service. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a $28 tripod collar screw for my Nikon 70-200mm lens. I accepted the terms of the purchase (no exchanges and no returns) because I had not choice - I cannot buy this part anywhere else, as Nikon doesn't have retailers for parts in the USA. Once I got the screw it didn't fit my lens. I called Nikon and they informed me of the (unreasonable) policy of no exchanges and no returns. After talking with two supervisors they were not willing to bend their rules to help me get the right part. I called Corporate Customer Relations and left a message several days ago. They didn't bother to return my call. I am just apalled at how poor customer service can be with Nikon! BTW, I have been a Nikon customer for years and invested more than $18,000 on Nikon photo equipment. Now that I need a part for a lens, I get no support. Ref# ************* is the number I was given about my complaint by Nikon Customer Support.

Desired Settlement: I would like for Nikon to apologize for this customer-unfriendly policy, to call me and tell me that they understand my frustration and they want to help me set this right. I want someone to help me understand why the part doesn't fit and to either send me another part or give me a refund.

Business Response:

Customer has been contacted and we have provided an amicable resolution regarding the incorrect part he ordered.  Customer was able to provide the correct lens information so we could locate the part he needs.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon CoolPix AW100 on 2/**/2012. The camera cannot be turned on during a trip in May 2013. I mailed it back to Nikon for repair June 2013 (service order # ******* dated 6/**/2013). Camera was mailed back shortly after without being repaired. I was charged $149.07 for repair and shipping. I contacted Nikon about the issue. I was told to send the camera back again. The second time camera was sent back to me, it was still not repaired. During the month of July through September, 2013, I sent the camera back to Nikon for a few times because the problem was not solved. Camera was not repaired in the end. Early 2014, I received a COOLPIX AW110, as a replacement of the AW100 I assume. In March 2014, I used the new COOLPIXAW110 for the first time. The replacement camera could not be turned on after taking a few pictures and a short video. I did not use the AW110 camera in the water yet. I mailed the camera back to Nikon again in May 2014 (approximate). A few weeks later, the camera was mailed back to me, un-repaired, again. (Nikon Reference number of the 2014 repair attempt: *************). The repair process has been taking over a year, during which I have not been able to have a usable underwater camera. It's difficult to get in touch with the customer service representative, and if I manage to get in touch with one, none of them know what's going on with the repair, and why the camera kept being sent back to me un-repaired.

Desired Settlement: Refund of the defect camera cost of $280.42, plus the repair and shipping cost of $149.09. And possibly never buy, and tell my friends never buy any Nikon product again, because they don't care what happen to their product once sold.

Business Response: Customer has been sent a prepaid shipping label to send camera in for an evaluation for a replacement.  We are sorry for any inconvenience this has caused the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

During the last year I tried to get this camera repaired, every time I complain to Nikon why was the camera sent back to me without being repaired, Nikon would send me a mailing label and ask me to send the camera back again. This is the same response they are giving right now. I have sent the camera back to them 4-5 times, in the end, after a whole year, I still have a broken camera that does not power on. I am tired of doing this. I wish to have my purchase price ($280) plus repair cost ($149) refunded. 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ******** *****




 

Business Response: In order to assist customer with a replacement camera to resolve this issue customer should use the  prepaid shipping label and send camera to Nikon.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a D5200 camera to them on August **. It is a problem with the flash, under warranty (the camera is pretty new). The number above the barcode of the sending document was ******. The serial number is *******. UPS delivered it on Aug ** to you I tried several times to contact them, and each time, after a long interrogation ("they cannot find my file"), they admit that they got the camera, but for now "nothing shows in the file, nothing was done". This is amazing. I use this camera for work, and I am just paralyzed now because of this.

Desired Settlement: I WANT THE CAMERA NOW!!!!, and I want a compensation.

Business Response: Camera was delivered to Nikon 8/**/14 and written up in service on 9/*/14 (due to Labor Day holiday).  Customer has been contacted via email on 9/**/14 and notified that an expedited repair will be made and camera will ship overnight back to customer as soon as completed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#********, and have determined that my complaint has NOT been resolved because:

This is unacceptable. It took them two weeks to look into my camera, and they did it only after I complained to you. I ask for recompansation.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* **********




 

Business Response: Customer's flash has been repaired under the terms of the Nikon warranty.  On 9/**/14 camera was shipped back overnight and a tracking number has been provided via voice mail. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved, even though, I am still very unhappy with the time it took you to do the repair. I will try to avoid your services, and your products, in the future.

Sincerely,

******* **********



 

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a professional photographer and use 2 Nikon camera bodies at all my shoots. Both my D800 bodies recently resulted in out-of-focus issues recently. One of them was repaired by Nikon correctly and they resolved the problem. The other body (also D800) has now been repaired 3 times and the issue still remains. Every time they request a slew of images and test shots only to tell me to send it in again. Now after going through the same cycle they want me to send in the camera again only to try and repair it again. I have been without a camera for many months now and my business is at risk. Nikon is not even considering the impact to the customer and the frustration to go through these cycles again and again.

Desired Settlement: I need this case to be resolved asap. If an item has been repaired 3 times and still the issue has not been resolved, what is the probability that the same repair will resolve the issue. Its time this body is just replaced or a refund be provided for the item.

Business Response: Customer has been sent a prepaid shipping label to send camera in for an evaluation for a replacement.  To date camera has not been received.  An email was sent once again to *** ******* today and we would be happy to do an evaluation for this customer if he sends in this D800 camera.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I will send in the camera today for the 4th time. I hope that the business will not attempt to repair the camera again as this approach has been already unsuccessful 3 times.
The outcome I am expecting is not to drag this issue any longer and just either replace the camera with a new one or provide a full cost of a new D800 body.

Sincerely,

***** *******



 

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon camera thru ********* ** ** *** ****** ********* (also have filed complaint against *********) the camera came with one yr warranty from Nikon which I purchased this camera Nov. 2013, then bought extra warranty for it thru ********* for two more years, neither ********* or Nikon is willing to replace the camera, honor their warranty, cancel their warranty(********* and reimburse me for a warranty I don't need since I don't have a camera to use) etc. I am extremely disappointed and upset with how they both passed the buck to each other, blew me off, it has been nothing but $$$$$ on my behalf and not either or theirs. I am personally ending all business with either or these companies ever again in my lifetime and plan on sharing my personal experience in fairness of how they do business.

Desired Settlement: I would be happy with either a refund on my extended warranty which is not being honored, or a new camera, something????? Not pleased and tired of fighting with them over the phone never getting to speak to a supervisor. ********* gave me a address to cancel my warranty and it was a joke and waste of my time, wrote letter and never heard from them, then called for the millioneth time to find out that they don't do things like that-WHATEVER! Appreciate you looking into this, I do take care of my electronics, lemons do exist in the world unfortunately but some companies value their good names and other don't. **** ************

Business Response:

Customer has been offered a prepaid shipping label to send camera in for a new replacement.  An email was sent as well with contact information if she requires any further assistance.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2013 I purchased a NikonD600. Since then it has had numerous problems & has needed repair on several occasions. The last time I sent it in for repair Nikon agreed to fix it for free. 3 days after there estimate they sent me an invoice for $630. 20, citing that they had discovered more problems that need to be addressed & that it was not covered under warranty. None of the problems were mentioned in their 1st estimate nor when it was repaired 3 months earlier. This camera has serious problems that has been well documented & Nikon even lost a class action lawsuit that was filled by multiple unsatisfied D600 users. I just wanted my camera repair for a fair price, but instead they seems to create false repairs.

Business Response: Customer's camera was repaired at no-charge.  Camera was delivered UPS on 8/**/14 at 12:51 p.m. EST.  An email was sent to customer as well stating this resolution for his issue.

Consumer Response: Better Business Bureau:

They half way repaired the camera.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me and the matter has been resolved.

Sincerely,

********** ******



 

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my Nikon camera several years ago. At the time of purchase, I completed registration for my camera completely. I recently tried to log into my Nikon account, and it turns out someone else has registered using my email. Not only that, but I was able to see that this male used the same registration number as that of my camera. I have no idea who this person is, or how he got my email or how he got hold of or somehow got linked with my camera's registration. I immediately sent a message to Nikon on Nikon's website, explaining the matter in detail, and specifically requesting a response as to what happened. I made it clear how serious this matter was due to the very strong possibility that it may be identity theft. I also mentioned it could be possible someone at Nikon could have mixed my information with that guy's information, which makes me just as upset if that's the case. I never received a reply. I resent another message escalating the seriousness of the matter. Still no response. I would like this matter to be investigated further and answers given as to what happened. In the meantime, because my email is a just a secondary email on this stranger's account, I keep changing the password but he is able to rechange it again. PLEASE HELP! I love my Nikon camera, but after this horrible experience with the company, I don't feel I want to do business with Nikon again.

Desired Settlement: I want this escalated to the highest level. My security may not mean anything to you, as evidenced by the lack of response from your customer service, but it means everything to me. I think you should care about your customers, especially if this turns out to be identity theft that your company just ignored. Inexusable. I want an explanation, and I want this fixed asap.

Business Response: Customer was called on 8/**/14 and left a message that the problem has been fixed and assured no one has her information.   We are sorry for any inconvenience this has caused.  A follow-up email was sent to the customer on 8/**/14.  We have not heard back from the customer at this time but welcome the opportunity to assist further if needed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I did receive a message from a representative from Nikon on my answering machine, however she left a long-distance number to call her back. Why would I incur long-distance telephone charges to call back a company that caused this entire issue in the first place? At the very least, she should have given me a toll-free number. I also received an email from Nikon stating there had been a database error on their behalf which caused the crossing of information of my email and camera serial number with someone else's information. In that email, it was stated that Nikon did not receive my urgent emails to them because of the "same database error." I'm sorry, but I have a difficult time believing this, and believe it is just a bandaid to cover up a breech of patient privacy and confidentiality, as well as horrible customer service. I received automated confirmation emails after each of my sent messages, stating Nikon did receive my messages and someone would get back to me. Nikon has stated that my information was never given out, but obviously the person whose account had my email and serial number mixed with his did have at least this much access. In today's day and age of computer hacking and identity theft, it seems even just a little bit of information can cause significant damage. Nikon's email reply to me stated they have "fixed" the problem, but after all that has happened I do not feel confident at all with dealing with Nikon, Inc. At this point, unless another issue comes up with my account with Nikon, I have no desire to communicate further with them. However,  I do think it is important that this complaint remain visible on BBB so that others can be informed consumers. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Coolpix S9300 around 8/2012 for $320. I used it for my summer vacation but after a few weeks the camera started turning off on me or freezing up and turning black forcing me to take out the battery for the lens to close and reset. I had it sent in for repair while it was in warranty and they repaired it. The following winter we went on a mid-winter vacation to a warm climate area and once again our camera had the same symptoms the camera started freezing up and the screen would turn dark just a very unreliable and couldn't take pictures. I came back and called awhile later explaining the problem. I was told it was after the six month re-repair warranty and that it wasn't under warranty I explained to the representative that the incident was within the 6 month re-repair time-frame but i just never called up about it until later and explained that it was the same problem that I was experiencing prior to the repair the first time so it seems like the camera was defective. The representative sent me out a shipping label to get it repaired. I shipped the camera for repair, but didn't hear back till a few months later. The repair center, precision camera contacted me that the camera wasn't covered under warranty I explained them the situation and that I was under the assumption that the camera was covered under warranty from the representative I spoke to that sent me the shipping label. But I was told to contact Nikon. After many attempts of explaining my situation again with the reps at Nikon, it seemed that nobody was willing to help me in regards to this matter. So once again i was let down with the Nikon experience, and from the BBB reviews it seems like I am in good company. Adding pain to injury I Precision camera contacted me that I needed to pay for return shipping. I paid $7.50 for return shipping on a defective camera that Nikon sent out for repair but wouldn't keep to their word. I have all the emails for documentation, the reference number is **************

Desired Settlement: I would like a new camera as replacement of the defective Nikon Coolpix S9300, and $7.50 refunded for the return shipping that I had to pay after having been provided false and deceitful information that my camera would be repaired.

Business Response: We emailed customer on 8/**/14 to offer a complementary repair and sent a pre-paid shipping label.  Customer was called on 8/** and left a message and then again sent a second email on 8/**.  At this time we have not had a response from customer.

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Nikon camera about a year ago model Coolpix s6300 with #********. The camera just stopped working all together. Charging it and new battery does nothing. A Nikon camera should last more than a year. Its not a disposable camera. This is my second Nikon camera and I cant believe the poor qualty and craftmenship of this camera. Nikon will not respond to my letters. If they dont fix this problem I will never buy Nikon products ever again. I took this camera to the store and they told me they dont know what is wrong. They suggested a repair shop that fixes cameras. I paid good money for this camera bran new at **** ***.

Desired Settlement: Just want a camera equal to or better then my model that works and will last lobger than a year.

Business Response: We are sorry that we did not receive the letter that was sent by customer to Nikon and no record found of customer calling for assistance or a repair.  Customer has been called and information sent on how to contact Customer Service and how to send in camera for a repair.  The warranty terms were explained as well.

8/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased New Nikon S31 it was defective. I had it for 4 months contacted warranty dept. Followed mailing instructions.30 days later I recieve a 7.50 bill for shiping and a notice the warranty was voided. The yechnician said it was broke inside and too expensieve to fix. They refused to let me talk to a *******. I had purchasef several Nikons before. But now there product is not worth yhe label. The customer service is very bad. I would of gladly paid a little more for abetter replacement. But the customer service rep said to bad to sad we will not do a thing to help you. So I am not sure how they have such a high rating when they dislike tier customers.

Desired Settlement: Replace this defective camera.

Business Response:

Customer has been contacted today and appears satisfied with a resolution.  The camera will be replaced for good customer relations.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

7/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received a Nikon Coolpix Aw110 as a present from my husband on 09-**-2013. The reason why he picked this Camera is because Nikon is advertising it as being Waterproof up to 59 feet as well as shockproof, in addition to an array of other advertisements that claim that this is a durable camera. The camera worked fine until July *, 2014 when we went to the beach to celebrate independence day. The 'Waterproof' camera's LCD display went completely black in the water. We were not even in the water up to our waist, I was attempting to take a picture of our 2 children when the camera went black. Upon return to Georgia I went to **** *** where we originally purchased the product. **** *** kindly mailed it off to Nikon for repair or replacement since the camera is still under the 1 year warranty. We have received a call today from Precision Camera and Repair, who is a 3rd party repair place that apparently fixes faulty Nikon Cameras. We were told that water has gotten into the camera and it has rusted and they WILL Not replace the product, they will mail us back the broken camera. How did a waterproof camera break from getting in contact with water? Nikon and their repair people insist that WE MUST have handled the camera improperly and that somehow water must have gotten into it that way. This is completely untrue, I have had cheaper cameras that lasted way longer than this alleged waterproof Nikon. To add insult to injury, the representative that claims that we 'did something' so that water entered the camera and broke as a result. We are not Neanderthals, we know how to use a camera. Thank you Precision Camera and Repair representative. To try to resolve this ridiculous issue, I called Nikon directly to explain my issue. I hoped that a large company with millions in revenue would stand behind a faulty product they sell; however, this was also a complete waste of time. The Nikon customer service representative, who said his name was Clayton, told me he could not help me. Instead he advised that I must call Precision Camera and Repair and dispute the issue of a Nikon product with them. He was unable to provide me with the exact phone number. He gave me two different numbers and stated that was from top of his head and I should try dialing both. I hung up and dialed Precision and after the phone ringing for 2 minutes on their customer service line, on 07-**-14, at 2:00 pm no one answered. I am extremely disappointed with Nikon, and the fact that they advertise their product to be waterproof when it clearly is not. I am also appalled that a large company like Nikon will not stand behind their product, are not willing to repair nor replace it. They outsource it instead to a third party company who is clearly incompetent. I had a completely different opinion of Nikon products. I will never buy another Nikon product again.

Desired Settlement: I would ask for a replacement, but I will not since this is a low quality product that is being falsely advertised and that I believe will break again. Also because I refuse to purchase or own anything else made by Nikon because of their terrible business practices and horrendous customer service!!!

Business Response: This customer was contacted today by Nikon.  The camera does have corrosion damage but a resolution has been offered and customer states to be satisfied.

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Nikon cool pix aw110 camera on Feb. **, 2014. On May *, 2014 the camera broke. I called Nikon and they told me to ship it to precision camera repair. They had the camera for three weeks and sent it back still broken saying it has corrosion and could not be repaired. I called Nikon again and they told me to send it back to percision. So I did. That was on June *. I was then told that they would be replacing my camera. Since then I have contacted Nikon asking when I would receive another camera with no one being able to tell when this will happen. They tell metro contact precision and precision tells metro contact Nikon. On June **, I asked to speak to a supervised at Nikon who was rude and said someone would contact me within forty eight hours. I never heard from them. Today I called again and could not get any answers are even be transferred to a **********. After emailing them that I would be filing a complaint withheld BBB they emailed me and said the camera was shipped on June *and was not able to be delivered and that once they reieved it back they would overnight it to me. I contacted ups and they have no record of the package. So know they are lying to me. At this point in time I would be happy with a fefund.

Desired Settlement: A refund

Business Response: Nikon replaced customer's camera on 6/** but the camera did not get delivered due to a missing apartment number.  The camera was sent back to Nikon.  The address has been corrected and the camera shipped again to the customer on 6/**/14 with overnight shipping to arrive on Monday.  We have provided customer a UPS tracking number today via email.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I did receive a camera today. It is a refurbished camera with a ninety day warranty. In February I purchased a new camera with a year warrany. If I had wanted a refurbished camera I would of bought one a saved money. I find this unexcepable. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: Consumer has been contacted.  A refurb camera was sent to her in error and we are now replacing this with a new camera and did apologize for the error on our part.

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband bought a Nikon Coolpix AW110 for me a year ago. We were in the Dominican Republic at a pool and I used it underwater. It froze up and I thought the battery had just died. We got the hotel room, and when I opened the battery/SD card door, a little bit of water poured out. I got back to the US and called Nikon customer service and was directed to send it to ********* ******* and since it was still under warranty, was confident, I would get a fixed camera. Three weeks later, I received the camera back, and when I went to use it: nothing. I looked at the paper with it, and it simply said "corrosion". I called Nikon immediately since the warranty date was looming quickly. The Nikon customer service representative couldn't really tell me anything, and I was directed again to ********* ******. I bought a Nikon camera; so warranty issues should be dealt through Nikon. ********* ****** did explain that they "tested" the camera, and basically it was my fault, so warranty did not apply. I still don't understand why don't have a fixed camera or a new replacement. IT'S A WATERPROOF CAMERA AND IT FAILED IN THE WATER. What's the point of a warranty on a waterproof camera?? There was NO help from neither ********* ****** nor Nikon, after the camera was sent in. I would like Nikon to honor their warranty, and fix and or replace my camera.

Business Response: The customer was called and left a voice message on 6/**/14  that we would like to offer a resolution.  At this time customer has not contacted Nikon. 

6/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My 1 week long story how Nikon SCAMed with my order. How Nikon USA advertises their product online available and then after order made cancel it in 4 days and simply say sorry for that incontinence, you can choose other product. For my June **.2014 international photography trip I have ordered Nikon D 800e camera body from nikonusa.com on June **.2014 so I can get it before my trip. My conformation is: Order number: ********* Subtotal (1 Items) $2,699.96 Shipping: $12.50 Tax: $143.10 Order total: $2,855.56 On Monday June **.2014 my order status showed: being processed and ready to sent to customer. I contacted to call center on Tuesday **.2014 to check my status and I received below answer on phone and then e-mail: Discussion Thread Response Via Email (********* *.) 06/**/2014 03:11 PM Dear ***___________ Thank you for contacting Nikon Support. Per our conversation, order number ********* is currently in processing. Once the order has been processed it will then ship out via UPS Ground shipping, any further questions please feel free to contact us. Thank You, ********* The reason I contacted to know when at latest time I receive my camera so I can purchase my air ticket accordingly. I was told by *** ********* that I will be receiving the camera on June **.2014. According to her I supposed to get tracking number next day, which was Wednesday **.2014 I did not get any confirmation and my status was still being processed by next day, but my bank account was pending for $2,855.56. Since I haven’t heard from Nikon anything by Thursday night I checked my status and it showed – order CANCELED: I sent this time late night e-mail: Customer ________ via Email06/**/2014 09:56 PM Greetings! It has been hard and unclear our communication with Nikon company and my order status. My status shows that is is canceled- please see attached *screenshot! * For my several phone calls I have been answered that it has been processed and will be shared tracking number soon! 1) Why I do not have still any confirmation email about my shopping status! 2) Why my order status on Nikon account shows canceled currently? 3) It has been 5 days and I have any official response from Nikon. I do appreciate any official response from Nikon! On Friday, June **.2014 I called to customer crevice then requested to talk to **********, I was contacted with *** *******. He told my that my order canceled because system could not recognize my shipping address. Which was nonsense. He could not event clearly response what exactly was wrong with my address. He simply suggested me submitting new order and he will give me free 2nd day shipping. I told him that I was not able to add to my cart is there that camera was not available to purchase. He said sorry and check later. I explained that I do not have a time and the conversation is not ordering new one but WHY my order canceled after I got all official confirmations and my account was pending for the amount. He said he does not know the reason. This conversation took about 3 hours!!! Since he did not have answers for me right away. Then I asked him that I’m totally unsatisfied and asked his official answer to email me; Here is his answer: Response ******* *. via Email06/**/2014 02:29 PM Hello ***_________ Thank you for contacting Nikon. Per our conversation we no longer have the refurbished D800E body available for purchase at this time. As consolation I've offered free second day shipping on your next Nikon store purchase. I do apologize for any inconvenience this may have caused you. When placing your next Nikon store order please contact us prior to placing the order so that we may apply the freeshipping for you. Your reference number is ************* Best Regards, *******. Nikon ********** Then I called to corporate office in NY around 4 pm and was connected with **** *, they do not introduce themselves with full name or their position so not sure what was her duty. She answered that she has full authority to help me solve this issue. After I have retold again my 1 week long story with Nikon she simply said sorry you can choose Nikon D 800 refurbished instead with 10% discount. Which is not what I asked for: before ordering Nikon D 800E we rented this specific camera to test and then selected. I did explained but she keeps telling there no way to sell me Nikon D800E on that time. I asked her if I talk to her **********, she said there no one, if I complain she would be the only person to go. After 1.5 long conversation nothing cleared my question why no one called my and informed about cancelation so I could have enough time to reorder or why ******* says was a problem with my shipping address. Why then Nikon pending my account for the amount till now? ( I checked on Sunday night it is still pending, I can provide screen shot copy) This is Nikon’s answer – sorry for incontinence! Here is her answer: Response **** *. via Email 06/**/2014 04:44 PM Dear ***_______ Thank you for speaking with me regarding your Nikon Store order today. When we spoke I let you know that we had an issue with our inventory that caused your order to be cancelled. Although you received the confirmation email, your order did not process and no funds were taken from your account. I offered you, as a resolution to this issue. This offer is only valid for the Nikon Store, while supplies last. Again, I apologize for any inconvenience. Kind regards, **** *__

Desired Settlement: I want to get my promised Nikon D 800E refurbished or new not D800 by June **.2014 before I fly to my international photography trip! If refurbished not available then new one with the same price as a refurbished price, since I lost 1 week, and now ready to leave to my trip without camera :(!

Business Response: When customer placed an order for a D800e refurbished camera, due to a high volume demand at that time, the product was not available for fullfillment of the order.  For compensation Nikon offered a discount for a D800 refurb camera which was available as well as a shipping discount.  The offerer was declined by the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is the same answer! Totally  not satisfied and disappointed for this irresponsible answer. Now I can't purchase any camera since the amount is pending on my account and not cleared yet, and I have to change my flight ticket dates for later before I find a camera.

When we are dealing with a corporate or big companies like Nikon we are dealing because of their commitment!
Now what the difference between Nikon and some unknown online sellers?

I guess the same both easily can SCAM and drop a ball.


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ***********




 

Business Response: We are very sorry we did not meet customer's expectations regarding this sale.  It is unfortunate the order needed to be cancelled however we are happy the customer was able to obtain her product choice from a Nikon dealer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Unfortunately all  my gear from Nikon and registered on Nikon USA, it means I will have to deal with this level of customer service again , if something goes wrong with my waranties.
 Hope Niok will review their policies and replace incompetent managers so customer experiences was smooth and pleasant. For now try to avoid shopping or dealing with Nikon Inc] 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ***********




 

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BOUGHT A CAMERA THAT HAS NEVER WORKED WHEN NEEDED! MEMORIES THAT CAN NEVER BE RETURNED! We purchased a Nikon D3000 digital camera on 6-**-13 that after less than 4 months and only around 200 only recreational pictures the camera gave us an "Auto Exposure Error" Code. Note.. This occurred on 10-*-13 at an event my girlfriends 13 year old son had entered for the very first time and the event happens only once a year. Also another issue was that their technical support was closed on weekends. I believe that most important memories happen on holidays and weekends and if it were a minor issue have it resolved over the phone. Now after we were required to pay for S&H to send the camera for repairs we received the camera back around 11-**-13. At this time we took around 10 to 20 pics to test the camera then stored it in a filing cabinet in the house in it's own case. The very next time we needed to use the camera we turned it on and received the same exact error code. Note #2... This was on Christmas day 12-**-13. Wile both my girlfriends children were preparing to open presents. After complaining again the company emailed shipping labels to send it back. Upon receiving the camera we took around 20 to 30 pics to test it and stored it the same secure way again and the same thing happened. The third time of sending the camera back I also enclosed a letter saying if it happened again I wanted a full refund. The 4th time of this happening I have spoken with 4 or 5 people concerning refunds and call backs and have been ignored. Including an ********* from customer relations. After not receiving a return call the camera showed up and I have not touched it. I have however left messages notifying them that I was contacting the BBB and if they'd like to resolve this with a refund, to call. I have however not received one. We paid $500 for a camera we had hoped to be dependable that has so far NEVER worked when was needed. I have purchased $60 camera that was more dependable.

Desired Settlement: We'd like the missed memories. But are willing to settle for a full refund of the $449.00 + taxes plus s&h charges from first return.

Business Response: We have been in contact with customer via phone and email messages (although phone was out of service at one point).  Nikon's L3 Tech Support has trouble-shooted with no issue founds.  Images have been provided to customer to show findings.  We will continue to assist if needed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] 
    Because basically the camera has been of no use to us since purchased. We have sent it back numerous times for it to have the same malfunction every time we went to use it. We have not even opened the camera since returned  the last time for we DO NOT WANT IT and will NEVER trust in its dependability again.
   I understand *********'s statement of Nikon not having a refund policy. However, I don't believe our issue is of the norm and deserves a full refund. To purchase a camera of that price, to us, meant the best and most dependable camera we would have ever owned. Yet it has been the ABSOLUTE WOST! And as I have explained to Elizibeth at Nikon, I am not asking them to back up just their product, but also the Nikon name.
   My girlfriend and I have however discussed one other possible resolution. If the company is willing to give us a signed document renewing our original warranty to start from date of signature yet include a full refund policy in the event of previous or recurring difficulties returning.      Thank you, ******* ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* ******




 

Business Response: We are sorry the customer feels the issue has not been resolved however no issue has been found with the camera and we can not offer any refund.  We recommend he call for assistance using the camera's settings and offer continued support if needed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
  As Anyone can see from this, Nikon is unwilling to make things right. I had thought that the BBB would make a difference. I will further discuss the issue with lawyers. Thank you.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* ******




 

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Nikon camera had a leans error and since it is still under warranty I sent it to their repair store Precision Camera. I notified them that I was leaving for a vacation in Rome and if I could have it repaired on time. They sent my camera back to me and when I was in Rome the camera would not work and displayed the same lens error message. I called NIikon and the woman said she would send e a repair shipping label and I waited a week without getting one. Last week was Memorial Day and I missed opportunities of taking pictures of my 90 year old mother and family. This weekend is also filled with important celebrations that I will miss taking pictures of. My camera has not been working for 6 weeks. When I called Nikon today, the man said he would send me the shipping label via email (why couldn't they do that before?). And it will probably take most of the summer to have my camera in working condition. I asked both Nikon representatives why I should send the camera back to the store that did not repair it and they said that was policy and they do not replace cameras.

Desired Settlement: I would like a camera that works NOW. I am missing golden opportunities to take memorial photos of my family and friends. I do not want all this promising and run around. My camera is under warranty and it is Nikon's responsibility to give me a camera that works. They need to honor their warranty and send me a new and better, not a broken camera again

Business Response: Customer was contacted on 6/*/14 and we offered a resolution of which customer stated was acceptable.

6/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a coolpix nikon L24 camera serial number ********. The camera did not work. I sent it in for a warranty repair. Nikon denied the claim. They said that based on my purchased price I must have purchased it used. That is absolutely untrue. I did purchase it on a deep clearance and received a good deal on the camera but it was not purchased used. It was purchased as brand new. I specifically asked the electronics person and was told the camera was new. Nikon just made something up to deny my warranty claim

Desired Settlement: honor the warranty and repair or replace the camera

Business Response: Camera was sent to Nikon from a ***** *******.  There is confirmed damage of a cracked LCD screen which voids the customer's warranty due to impact damage to the camera.   A receipt was provided by the customer with a purchase made on 4/*/14 for $12.00 and customer has acknowledged this was a clearance item.  We can not repair this camera under warranty due to Nikon warranty policy.

Consumer Response: Better Business Bureau:


viewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 #1 There is nothing in the warranty that states any minimum price for the warranty to be valid.Yes it is true that I was fortunate to get a very good deal but that does not absolve nikon of their responsibility for the warranty. There is no exclusion in the terms and conditions to void the warranty for buying a item on clearance. They are required to honor the warranty
 #2 The camera was defective from when I took it out of the box. I sent it in for a repair within 2 days of buying it .I never dropped it or impacted it in any other way.
  #3 there was no cracked lcd screen .The diagnosis of the problem was something else entirely.  They refused the repair because they made up a story that I bought it used Here is their email 



Hi *** *****,

The price on the receipt indicates that this was an open boxed item or a return. Unfortunately, we are not able to cover the warranty as the price indicates it is not a new product.

Sincerely,
********

Nikon Support

 

 If the camera does have a cracked lcd screen that means Nikon sunk to a new low by intentionally damaging my product so as to have a new excuse not to have to repair the camera.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: Nikon Service Technician confirmed cracked LCD screen.  Under the terms of Nikon's Warranty impact damage void's customer's warranty. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 #1 The camera when taken out of the box did not work. If there was any impact it took place at the factory and  was not anything we did. This can be clearly seen from the fact that it was sent in to warranty within 2 days of being bought.

# 2 the lcd screen was not broken when it was sent in. The initial technician I spoke to on the phone told me that there was a issue with the camera lens.There was never a problem with the screen .They just refused to fix it because it was bought on clearance.If the lcd screen is now broken nikon broke it. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** *******




 

6/12/2014 Problems with Product/Service | Complaint Details Unavailable
6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a NIKON camera from Walmart. After a couple months, the camera started shutting off after each picture I would take. New batteries did not fix the issue. I was not able to return the item to Walmart because it was past their return policy date. When I contacted the company, they stated they would either fix the camera or send a new one, but I would have to pay to have it shipped. I do not want the camer fixed since it is defective. I would like it replaced with a new one. Also, I should not have to pay for shipping.

Desired Settlement: I wish to have a refund of my money. This is the second NIKON camera i have bought and both cameras I have been unhappy with. I wanted to give the NIKON brand a second try but regret that decision.

Business Response: Nikon regrets that this customer has to send her camera in for service but we do not offer refunds or upgrades.  Shipping charges are to be paid by customer according to Nikon policy.  We welcome the opportunity to assist.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello I purchased a COOLPIX P100 Serial Number: ******** Purchase Date: September *, 2010 even though it is out of warranty the camera has been experiencing a shutter shake when zooming in and out in movie mode. i did some research on the internet and discovered this is a common problem with this camera. nikon wants $125 to fix the defect i paid almost $400 and i would request that they fix or replace the defective camera.

Desired Settlement: i would request a replacement or repair

Business Response:

Customer has been contacted and after trouble shooting advised that camera is working within normal standards.  Customer however would like to send in his camera to be checked by service for a resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] this was there reply Dear ***, Just like you can hear the zoom mechanism in the recording you can also see the image vibrate when you adjust the zoom in and out. This is completely normal. If you want to send the camera in for services you may do so. 

For Nikon Service information, please see:

Title: How do I get my Nikon product serviced?
**** *******************************************************

My reply To have a severe shake like that does not seem normal since it did not do it until a couple of months ago. It is disappointing that Nikon wont go the extra mile to satisfy a customer. I wont put any money to fix a camera with a defect in it 

Thank you,



The service approval will require you to pre-authorize the costs (for non-warranty repairs only) based on your input to the issue you are having with your Nikon Product. This is done to expedite the repair process. If the costs are different from what you initially pre-authorized, we will advise you.

There is no need to call in advance for any approval or authorization; simply send the product in for evaluation with no accessories, unless part of the issue, and a photocopy of the receipt. Once logged in, service will send you a confirmation. 

Sorry for the problems you have had with your Nikon product; Nikon Service strives to evaluate and repair all items as quickly as possible.

Sincerely,
********* ** ***** *******

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ****




 

Business Response: Customer has been contacted and there has been an offer and a resolution.  The customer accepted the offer and stated he is satisfied.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*** ****



 

5/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a complaint against the practices of the NIKON Lifetime warranty claims. You purchase a product for performance and warranty. I purchased a product from a dealer of Nikon thru ****** on February of this year 2013. My product since the beginning was defective. The total price of the rifle scope was 344.63. I then did not want to go thru ****** for a replacement so that it would not ruin the sellers reputation. I knew that the product came with a lifetime warranty from Nikon so rather have them handle my problem. Well I fill out a warranty claim with service number ******** I was contacted back by the letter they generated for repair cost and estimate which first totaled 160 plus dollars. I then call them back to explain to me why they are charging me for a repairable scope. They then continuously explain to me the policy which does not fit with my situation. They say my scope had impact damage, that sounds as if was beaten or dropped, It had surface scratches from my rifle and scope rings It has only been a month since I bought this. I could of replaced this free of charge if I went thru ******. I continuously call them to simply just repair my scope or simply replace it free of charge. I first was told it would be upgraded if I paid the fee. I did pay the fee of 125 dollars invoice number ******. This was mentioned to me by the Nikon Inc. *******/********** at Los Angeles named ****** *. I don't know if she is the ******* or ********** there but this is what I was told. Every time I called them I was given a different story or lies just to try and make me happy, well these customer support agents or consultants are very rude to me and cut me off every time. They only one that was nice to me was ****** *. I mentioned to her that I would pay for the repairs if I received an scope I like to have which is a monarch rifle scope. I also told her if I could speak to the corporate headquarters as soon as possible and she said she would forward my complaint to them so they can contact me back. As of 3/**/2013 I received a package from Nikon that contained a new scope that is the same one I sent in but they did not send my broken scope back. So I called them again an ask just to speak to a ********** or ****** strictly, they once again are rude to me and cut me off every time explaining to me there policy in their own words which is completely different from all the other representatives. I receive a call today on 4/**/82013 from a supposed warranty relations ******* from corporate in New York. I was then again given a story of their Nikon policy in the woman's own words I did not even get her name because she was talking so fast and loudly over the phone. I was also was rudely cut off and not allowed to speak so I told her where she was located the corporate offices so I can go in person and take my application to show them how it mounts. She then said I would get contacted by a higher authority so I then told her I will wait until then. I have all records and emails from every different representative that was trying to help me which are all so confusing because they are so different. I understands that Nikon Inc. is a very big company but it seems that there customer support and warranty are not honored or helpful at all.

Desired Settlement: I like to have my 125 dollars I paid for replacement and the return of my broken repairable scope be returned. I would be satisfied if my repairable scope be returned. I still have the new scope that was sent to me un-opened in its factory box. I specifically said a replacement of the scope with broken scope sent back if I was charged. If my scope was upgraded or replaced with the one I asked for which was the monarch scope then I also be satisfied.

Business Response: Damages were found to customer's scope. Nikon offered a replacement scope of the same model at a discounted  cost of the repair plus 20% discount more.  New scope was received by customer which is the same model he had. Customer's scope can't be returned as it was a replacement for his damaged including a discount.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 Yes I did receive a scope at a discount but I still had to pay the repair fees supposed due to my original scope being damaged there was no damage. The damage it would be was wear from the scope rings that need to be mounted for the rifle which all scopes will have. And that would have nothing to do with my scope being defective from its sights not working. You guys dot honor your lifetime guarantee I seen many other problems where this has happened sad enough I hate the fact that my glasses are made with NIKKON lenses.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business NIKON in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They have issued me a FULL REFUND for the cost of there merchandise that was replaced. Very satisfied after a year and was don by phone rather than by email I was personally contacted and issue was resolved. 

Sincerely,

****** *******



 

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Cool Pix camera from Best Buy in October of 2011. Since that time the camera has had to be sent in for repair 4 times for the same issue. The last time the camera was sent in, the Nikon certified repair shop recommended that a new battery be purchased to correct the issue. This paperwork sent from the shop recommended a Lithium or Nickel Metal Hydride battery, but said nothing about the brand or make of the battery. A new battery was purchased, but the same issue persisted. In contacting Nikon, they claimed to have no record of these repairs. With the help of a Best Buy service member, and after much persistence Nikon discovered records of the repairs. I was told that due to history of the same issue and because the last repair was within the 6 month limit, my camera could be sent to Nikon Inc. and the repairs would be covered. I questioned ****, the Nikon representative, whether to send the Nikon battery or the newly purchased battery. **** instructed me to send the new battery. At that time she asked about the make/brand of the memory card being used in the camera, and instructed me to use a Nikon certified memory card for future use. Nothing was said about the use of a non-certified card voiding any repair warranties, and nothing was said about the non-Nikon battery being an issue either.Nikon is now claiming that due to a non-Nikon battery being sent in with the camera, they will not cover the repair of the camera. I have a record of continuous problems centered on the same issue and I was instructed to send the newly purchased battery in with the camera for repair. The camera has only been sent to a Nikon certified repair shop. I followed Nikons instructions and now they are claiming they are not covering the repair. It seems that they are continuously finding different excuse not to repair or replace the camera by claiming not to have records of repairs, claiming only certain memory cards may be used in their products, and now using a different battery in the camera. Product_Or_Service: Nikon Cool Pix Camera Order_Number: ******* Account_Number: **********

Desired Settlement: DesiredSettlementID: Replacement Due to the history of continues problems with this camera; I would like the camera to be replaced. I have been informed that after a camera has been sent in for repair three times, this manufacture will junk the original camera, and replace it with a new one. This camera has exceeded the repair limit.

Business Response: Called customer on 4/** and 4/**/14.  No reply from customer at this time.  We would like to offer a resolution.

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not honoring their warranties I very disappointment in the service I have received from Nikon. I have been told twice now verbally that my camera was under warranty. I have recorder the last conversation to show proof. Come to find out that the camera is in fact not currently under warranty because it is refurbished and this product only carries a 90 day warranty. I received the camera as gift form my wife for a birthday present. About a month and a half later one of the SD card slots stopped working correctly (the other one worked fine and I was able to use the camera without any issues). This would have been about 45 days into the refurbished warranty. Obviously I would have sent the camera in for needed repairs if I hadn't been told that I had a 1 year warranty. It's very clear that Nikon made a mistake when you listen to the recorded conversation. They kept trying to negotiate the price over and over instead of just owning up to the mistake. The manager says that they may have told me that the camera is under warranty but that was a mistake. This isn't fair, their mistake cost me money. Since I have paid $60.00 already to get the camera insured and shipped to Nikon, I have no chose other than to take the 40% discount under protest to get my camera fixed. The cost for repairs should be nothing! They should honor what they tell their customer even if they make a mistake over the phone. Their mistakes shouldn't cost their customers money.

Desired Settlement: I shouldn't have to pay for anything. The customer service agents mislead me into believing I plenty of time on my warranty and the issues that I was having would be covered under warranty. I have recorded phone call to prove it. I just need to know how to send this in.

Business Response: A reply to this complaint was previously send on 1/**/14 to ****** *******, BBB Dept. *** **** **.  2nd reply:  In response to your request dated 12/**/2013 Nikon has contacted the customer to advise that we will be refunding him full amount paid for his service as a gesture of goodwill.  We did offer him a discount to the original estimate as well.

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Worst warranty Ever! We got the Nikon Coolpix S9400 camera as a babyshower gift..A $300 camera! Thinking Nikon was known for great quality. Wrong. The camera has had multiple issues and upon calling for the warranty to fix it we are stuck being without a camera for up to a month, possibly longer and also stuck paying shipping and insurance before they will even repair the bad camera that they sold us. VERY SAD!

Desired Settlement: Id honestly prefer a refund to buy a camera from a company that actually cares about the quality of the product they sell. Over a company who will sell you a bad camera and than make you spend more money to have them fix the crappy camera they sold you. Very disappointed!

Business Response:

Nikon received customer camera on 1/**/14 and repaired the camera covered under warranty at no charge to the customer.  The camera was shipped back to the customer via UPS Ground and received on 2/*/14.  The shipping charges to Nikon are to be paid by the customer according to policy.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we sent our camera in to be fixed, we only had it for 2 months and 15 days, first the rubber piece was coming off and then the zoom would go in and out on its own and then it wouldn't take pictures. we got a letter in the mail stating that the warrenty would cover it and then I got a email saying that there was water damage and it would cost us 109 dollars to get it fixed, my son babied that camera and if water did get into it it was because of the rubber piece that started to come off. my son never took it by any type of water because he loved that camera, if you get a letter stating that the warrenty will cover it I think they should keep their word Product_Or_Service: nikon coolpix l820 camera

Desired Settlement: DesiredSettlementID: Refund I wanted them to fix my camera but they refused and told me 2 different things so I think they should give us some compensation for all the trouble they put us through because they refused to fix it after they sent this letter to us saying it was covered now we have to wait for the camera to get back to us and send it to walmart service and wait even longer.

Business Response: Customer repair for a Coolpix L820 was not covered under terms of warranty due to water damage to camera.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

it took you long enough to respond and we had it fixed on our other warrenty they did not say it was from water damage all they said was a foreign body and my son took really good care of that camera and never took it in the rain so i dont see how there was water damage in it at all 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **** ****




 

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon 35 mm f 1.8 lens 2 years ago from Fry's Electronics in Phoenix, AZ for $200. The lens worked beautifully for two years however, the last time I used the lens, I took a picture that was fine however, next one I took the picture was overexposed. After carefully examining the lens I found that the aperture blades were stuck open. I then removed the lens and moved the depth of field lever and the blades seemed to be working because they opened and closed. I put the lens back on the camera and took another picture which again was overexposed. Took the lens off again and moved the depth of field lever this time it did not move the aperture blades. I sent the lens into Nikon last Thursday and today I got a reply back stating that the aperture blades were broken and that it was due to physical damage as in dropping the lens. Therefore, the lens is not covered under warranty. They did offer to repair it however, the cost to fix my $200 lens? $186!!! The lens was never dropped or hit while in my possession. The lens has no evidence of being dropped and is in pristine condition. My complaint is that Nikon can get away not honoring their warranty by saying broken due to physical damage when there is no physical evidence of external damage to the lens. Before I came on here to file a complaint I read a whole list of people that have experienced the same issues with them. I also called a local camera shop and they told me that they see that quite frequently. There is a computer chip in those lenses that allows the camera to communicate with the lens and they told me that sometimes the chip goes bad and that they have seen this very thing happen to other lenses. Product_Or_Service: Nikon 35mm f 1.8 g lens

Desired Settlement: DesiredSettlementID: Replacement I would either like my lens replaced, repaired or a refund of the purchase price so I can buy one that is comparable from another company.

Business Response:

Customer's repair was not covered under warranty due to physical damage.  Lens was returned to customer with no service.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


The lens was not dropped or damaged due to physical damage. Their statement that it was is a blatant lie. There was no evidence of damage to the outside of the lens. Not only that, I had the lens fixed at Tempe Camera in Tempe, Arizona and they told me they have seen quite of few of these lenses come into their shop with the same problem. They said it has to do with a faulty chip in the lens that communicates with the camera. Furthermore, Nikon has a record of not admitting they have faulty products it took them more than a year to admit there was a problem with their Nikon D600 Camera which had a faulty shutter mechanism causing oil spots in photos. The company can do whatever they want but if they do not compensate me for the lens I will just not buy any more Nikon products, simple as that. I am a professional photographer and I will be telling my colleagues about their inability to honor their warranties. If they are going to screw me over on a $200 lens I would be dumb to spend $6000 on a D4s or one of their other expensive products. I also find it criminal that Nikon would charge $186 to fix a $200 lens. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***** ******




 

Business Response: Contacted *** ****** and he will send lens in for a re-evaluation.  Offered him a prepaid shipping label.

Consumer Response: Better Business Bureau:

I am a student as well so my time is limited but I am shipping the lens out today however, I don't see what the point is since it was already repaired? 

Sincerely,
***** ***** ******



 

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the battery compartment latch got broken,it is almost new and under warranty.I Sent it in but they said it is not covered under warranty I bought this camera in Walmart on 01/**/13 with my X-mas gift card,paid $161.29 with tax.Serial #******** Coolpix L610(black).I did not use it for a while because I have another one.I literally took only like 10 pictures maybe when the battery compartment latch got broken.I went to Walmart but the lady who sold it that I had only 10 days to bring it back or exchange it,she advised to send it in for repair since it is still under warranty.I registered it on-line and sent it in last month.But i got denied they sent me an e-mail and paper saying that this repair is not covered under warranty and it would cost me $118.53 to get it fixed!Account # for Nikon repair is **********,invoice repair #********.Service order #********.I do not understand their warranty if this little latch is not covered and it would cost me $118.53 to fix it, then in this case I will never ever buy Nikon camera,I mean what is point of paying this much money to get it fixed when I can buy a new camera with this money!What a disappointment!!!

Desired Settlement: I was hoping to get that battery compartment latch fixed

Business Response: Sent customer a prepaid shipping label to send camera in for a repair.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *********



 

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: False charges for claimed impact damage to camera that was sent in for a service advisory. On Feb **** 2014, Nikon sent a service advisory for Nikon D600 cameras that had Dust/Oil issues. The camera already had been serviced once before the service advisory for the above mentioned issue but the problem was never completely resolved since Nikon never admitted. I continued using the camera under lower F-ratio settings that had minimal impact on the image quality with some regular cleaning using an air pump. I decided to send the camera in for a second repair after the service advisory was issued on April **** 2014 which was delivered to the service center in Los Angeles the following day. On April ****, I received a service order with $316.50, pending approval, for impact damage on the bottom cover of the camera. On the morning of April **** 2014, I contacted Nikon customer service and I spoke to the call center supervisor via phone call, *** *******, regarding the charges. I explained to him that there was no damage to the body of the camera when I safely packaged and sent the camera in for repair. *** ******* further did some internal research and found out that there was no damage to box that was shipped in via UPS using the prepaid label provided by Nikon and he also claimed that there was no damage done at the center. There was no damage to the camera before it was shipped. Service order number: *******

Desired Settlement: I would like Nikon to fully repair and send the camera back in working condition.

Business Response: We have contacted the customer and resolved his issue regarding his D600.  After speaking *** ******** he was satisified with the resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Nikon has promised me to replace the broken D600 with a refurbished D610. Thanks for the help.

Sincerely,
****** ********



 

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon D90 from Nikon a couple years ago and it had been working properly for a while. I began to experience an issue with the camera continuing to operate when switched completely off. The green activity light would be blinking even with the camera off. If left for a few hours the battery would be completely drained.I attempted to use different batteries and data cards in an attempt to remedy the issue to no avail. I ensured the firmware was updated and reset the settings back to their defaults. The problem remained. I performed a ****** Search regarding the issue and determined that the issue is rather widespread and many people have been experiencing the same issue after using the camera in the manner in which it is intended to be used. An internal problem on the camera is clearly defective and this is unsatisfactory in a $1000 piece of equipment from one of the world's largest camera manufacturers. If I had dropped the camera or got it wet, clearly I should pay for the repair. However, in this case, I do not believe I should have to pay $250, a quarter of the cost of the original purchase price, to fix t the camera when the problem is of no fault of mine. I have spent almost $10,000 on equipment from this company, so this is incredibly disappointing. Maybe it is time to switch over to Canon. My camera is currently at the Nikon repair facility in New York with the service order number (SO#): *******. It is awaiting my response of providing payment information to have the camera repaired.Please assist me in resolving this issue. Thank you.

Desired Settlement: Repair the defective camera and return it to the return address that was on the original package.

Business Response: This camera is out of warranty.  Customer called April **, 2010 and he was advised to send his camera in for service and he did not.  Four years later the camera was received in for service and we have tried to reach customer several times for a resolution.   We have contacted him by email and phone and are waiting for a reply. 

4/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: D5200 camera taking fuzzy pictures in both automatic and manual modes. I contact Nikon suppost for warranty repairs to my D5200 camera which is taking fuzzy pictures. Thier website provided instructiosn for mailing the camera to their repair site at ******** **. I snet the camera with lens to thier facility in earlt March 2014. they sent a bill two weeks later. I contacted Nikon anout the bill and was told to provide proof of purchase. I attached the document to emails several times and Nikon repeated said that they did not receive it. Thye gave a me an email site to send the document which wa successful a week later. ***** returned the camera lens one week later. I contacted Nikon about the camera body and was told that it was still under repair. The camera body was returned a week later. I charged the battery and assembled the camera and lens and attempted to take a picture. The camera still was still taking fuzzy pictures. I called Nikon and I was told to mail some pictures to them, which I did, on Tuesday April ***, 2014. I have since emailed Nikon. I have called Nikon but they are just ignoring me. I got an email after a phone cal stating that all my questions were answered.

Desired Settlement: Nikon should either repair the camera and lens or refund me the cost of the camera.

Business Response: Customer camera is presently in Nikon Service for a repair.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and may contact BBB in the future on this same issue if Nikon does not repair my camera to my satisfaction. 

Sincerely,

********* **** *****



 

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our first Nikon camera (AW100) failed the third time we used it. Our first Nikon camera (AW100) failed the third time we used it. The waterproof housing failed the third time we used in it the water. We treated this camera well and never used it outside its specifications. We are very disappointed with this failure and have lost confidence in Nikon's ability to design / manufacture a quality camera. We have owned other waterproof cameras (Olympus) in the past without any issues. We have sent the camera in for repair to the **** ******** location. AW100 Product Serial Number: ******** RMA #: ******

Desired Settlement: Would like Nikon to repair / replace the AW100 camera free of change. The camera is out of warranty. However we feel that the this type of camera should tolerate more than three uses in a water event. We would hope that Nikon would want to take this opportunity to restore our faith in Nikon by doing the right thing. We would like to say good things about our first Nikon experience than to express our frustrations to family / friends and fellow travelers. Your attention to this matter is

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I shipped off Nikon D600 camera to repair facility on 2/*/2014 because of excess of black specks and smudges and got it back on 2/**/2014 without repair. At once, I return it on 3/*/2014, I have not received any type of response.

Desired Settlement: I would like to have a camera replaced or full refund.

Business Response: Camera was repaired and returned to customer via UPS.   Delivered to customer on 3/**/14 @ 11:48 am with adult signature required.  Tracking number and S.O. number were communicated via email.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

received a camera back on 3/**/2014 without repair.  Spots, smudges and some spiral lines are still exist. It seems that Nikon did not perform a repair work at all.  I would like to have my camera replaced or full refund.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *****




 

Business Response: Nikon will contact customer and offer a resolution.

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon D600 camera. In **** 2013 a notice went out from Nikon that people were experiencing 'dust' and 'dirty sensors' with their units. (D600 owners will tell you this is OIL, although Nikon has not acknowledged it). We were to send it to Nikon for a free cleaning. I sent my D600 in to Nikon in January. They replaced the shutter mechanism. It was under warranty. A notice went out from Nikon just after I received my camera back that everyone was to send their camera in to Nikon for the new shutter replacement. (Feb ** 2014 appx). In my 'advisory' sent to ****************** I was advised that my camera ALREADY had this shutter in place, and I was not to send it in again. However, I still continued to have the oil spots on my images (oil splatter on sensor). I contacted Nikon again and was advised to send my camera in AGAIN for review. I am in a group with several other D600 owners. We ALL have the same 'oil splatter', we ALL have contacted Nikon. 5 have received brand new cameras (the new D610) to replace the defective D600. I have asked Nikon via email correspondence and via phone to replace my camera (especially since 5 others in my group alone have had their cameras replaced). I am not receiving a response from Nikon. Nikon announced this week that they WOULD be replacing defective D600's with the D610 if the customer has sent in their camera the issue is not resolved after several attempts at repair. According to that statement, I qualify for a new unit and I would like Nikon to acknowledge that without my having to continue to contact them. My business depends on that camera and to have to wait 3-4 weeks for resolution is not acceptable. I would understand if EVERYONE was treated the same by Nikon, but several of my friends only had to send their camera in ONCE (not twice) and were told the same DAY that they would be shipped a new D610. Whereas I have sent my camera in twice and I am still getting the run-around. And we ALL have the same issue with the 'oil' on the sensor.

Desired Settlement: I am asking Nikon for a full refund of the D600 or a replacement camera of equal value (the D610). I would like a reply from Nikon that indicates this within the next 72 hours.

Business Response: Nikon publicly announced a "Service Advisory" for this product and after contacting *** ***** we are working on a replacement camera.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Nikon D600 in Dec/Jan 2012. In September 2013, I noticed that the camera had spots while shooting under certain conditions (a well-documented defect in the D600). I sent the camera in October 2013. The camera was returned after repair. It turned out that within 2000 shots, the problem returned again. In Feb 2014, I returned the camera for repair again. This time, I also requested that the camera be replaced with a D610 (a model that Nikon released to fix the issue in D600) or refund my money. The request was ignored and the camera was returned. The ********** in the Customer Service department stated that the camera had been fixed based on the latest service bulletin that Nikon had released (on or about Feb **, 2014) and that the shutter had been replaced. Additionally, they also stated that the camera considered for replacement (witha D610) or refund if the problem manifests again. After some trial shots, the problem manifested again. I requested Nikon to refund my money. After some back-n-forth with the ****** ******* *******, it became evident that the shutter had NEVER been replaced during the second service. Nikon lied about the issue (there are records for this). I do not trust Nikon to fix this camera anymore given that this is a known manufacturing defect and that I have provided them multiple opportunities to fix it and they just cannot seem to (or do not have the will to). At this point, all I will settle for is a refund.

Desired Settlement: Refund-Check

Business Response: Nikon publicly acknowledged an issue of excessive dust with some customers' cameras (including this customer) and announced a "Service Advisory. " This advisory covers free shipping and replacement of parts, even outside of the warranty term, for all customers. Nikon regrets that *** ********** had to send his camera in for service but we do not offer refunds or upgrades.

 
Nikon refutes the characterization that *** **********  was lied to but apologizes for any miscommunications. At this point there is nothing further that we can offer; if the customer has problems with his camera we welcome the opportunity to assist. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The camera was once sent in October and the camera was serviced in accordance with the service bulletin released on Feb **, 2014. The procedure has not changed since that time. I also received an email (which the camera was already with Nikon a second time) that my camera already had the fix whereas it wasn't which is why the camera was sent in a second time in Feb 2014. The second time, a ********** mentioned that the camera was fixed in accordance with the service bulletin AND the shutter was replaced. This is, verbatim, what the ********** said:

---------------------------------
Your camera has been shipped back to you under tracking number *******************

You camera was repaired under the just announced Technical Service Advisory - which addresses the issue of dust that you had been experiencing with your D600.

The camera was fully tested to be free of dust after we had completed the repair - which included the replacement of the shutter mechanism in the camera. 

Should you experience any issued with your camera once you receive it back - we would like to see unedited image samples that detail any problems that you are experiencing.
------------------------- Subsequently, it was made apparent that the camera's shutter was NEVER replaced a second time. All they did was a "clean" and for that they had it in their possession for 2 weeks. In fact, their ****** ******* ******* avoided the question for the longest time until a pointed question was asked. 

Another CSR also said the following:

---------------------
***** *** *** ********** ***** **** ******** ** *** * ******** ******** **** **** * ********** **** *** **** ********* ** ******* ****** * ****** ** * *********** **** ****** ** ***** ** **** **** ****** *** ***** **** ** ***** ** * ****** ** ************** **** ***** ***** **** ****** ************** ** ****** ******* *** *********** ** * *********** ** ****** *** **** ****** ***** *** ******* *** **** **** **** *** ******* ******* ** *** **** ***** ** **** ****** ********** ****** **** ** **** ** ****** **** **** ****** **** ******** ****** ****** ******* *** ****** ** **** ****** ** ***** ** **** ** ******* *** *********** ** * ****** ** ************  *** *** ***** *** ****** ** **** ******* ***** ******* ** ******* **** ******************************************** *** ******* **** ** *** ***** **** ******* ** **** **** **** ** *** ******* ***** ** *** **** *** ******* ********* ** ******** **** **** ** ***** ** **** ** *****  ******* ***** ******* ******* ********* ******* *************
---------------------------

I showed that the camera had a problem a second time. Photos were uploaded to prove the same and Nikon itself has admitted that my camera might be experiencing "continued" problems. 

Where is the question of miscommunication. Everything was a blatant lie in order to appease me as a customer and still return a camera that had the same problem. Any genuine company would have replaced or refunded as requested. I bought the camera so I could use it, not so Nikon could keep repairing it over and over again. Why should I be the one at a loss for what are clearly Nikon's fault. This is a manufacturing defect. An aspect that was covered in detail in a state-run Chinese TV on March **. Nikon was ordered to STOP selling D600's in china as a result. That is the gravity of this issue. I am amused by whoever responded here! They ought to have suspended their reality check.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


*****************




 

Business Response: Nikon welcomes the opportunity to assist the customer if any issues arise but as previously stated we can not offer a refund or upgrade.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I do not consider the issue resolved. Nikon will not budge from their stance even though I believe they are wrong. There is no point with this back-n-forth unless BBB steps in to make a reasonable decision instead of this back-n-forth (which I have already had a lot of with their ****** ******* ******* for Customer Experience). I can present all of that information if desired.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** **********




 

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2013, I purchased a Nikon D3100 from Target in ********** **. I registered the product with Nikon immediately and began to use my camera. In Late July I began to receive memory card error messages from my camera. I called Nikon, replaced the memory card as they instructed and still experienced the problem. I sent the camera in for service and was assured that it was fixed. Shortly after receiving the repaired camera, and using the new memory card I purchased, I received the same message. I contacted Nikon again and was told to return the camera to them; which I did. I used my camera from September - December without problems; however in the end of December I began receiving the error message again. I replaced the memory card, so I could get through the holidays with my camera. I contacted Nikon again in January and again returned the camera; the third time for the same malfunction. The customer service agents said perhaps if it happens again for a fourth time I should request a replacement. They received my camera on 02/**/2014, no one contacted me to discuss the issue and I received it back this afternoon, 02/**/2014. In the box is a letter from Nikon stating that they are unable to duplicate the problem and therefore they are returning it hoping I will find that it is perfect working order. At this point I am fuming; I purchased a Nikon, based on the quality of the product and the reputation the name Nikon brings. I have feel they have fallen short in both respects.

Desired Settlement: Replacement with a new camera.

Business Response: Nikon has contacted the customer, provided a prepaid shipping label and will replace the camera once the original one is received. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter will be resolved. ******* ***** assured me that he will push for a replacement camera, but could not guarantee it. According to the response that BBB received, they will replace it, so I will wait to see what happens.

Sincerely,

****** *******



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *******



 

3/4/2014 Problems with Product/Service | Complaint Details Unavailable
3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May **, 2013 I purchased a Nikon D600 DSLR from an authorized Nikon Dealer. The camera has had the same defect five time in nine months. I have had to returned the camera to the Nikon service center in ********* ** five time since purchasing it. I have requested a product replacement in writing after the third, fourth and fifth time the camera was returned. The serial number of the camera is *******. Nikon has maintained that the problem is environment dust and so the camera does not qualify for a product replacement. However, Nikon has replaced the shutter mechanism of the camera twice, and the shutter is currently defective for a third time. Nikon's service center classifies this as " B2 Rank - Moderate Repair. Major parts replaced" Clearly a major and expensive part would not be replaced on to a camera unless the there was a defect in materials or workmanship. In the nine months I have owned this camera, it has not been in good working order for more than two consecutive months.

Desired Settlement: I would like the defective D600 to be replaced with a Nikon D610.

Business Response: Nikon replaced *** *****'s camera with an upgraded, newer model free of charge on 2/**/14.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I purchased a Nikon D600 camera from B&H of New York on 12/**/2012. The camera body's serial number was ******** Within a few hundred images, the camera started accumulating a very large number of oil splatter marks on the top left (also top right) of the image due to oil droplets. When I could no longer deal with the camera and warranty would have expired, I sent the camera to Nikon on 11/**/2013 (SO number *******). Nikon did a repair and sent the camera back to me. Within a few hundred images, the problem recurred and I had to go through the whole painful and drawn out process of interacting with Nikon and requested they replace the camera. They finally took it in (SO number *******). The camera has been through two services and is again displaying the same issue! This manufacturer has sold a product they knew to be defective, and failed to provide a remedy after being sent the unit two times. Also, my requests for someone to contact me to discuss the issue were not heeded. At this point, as an individual and pretty helpless individual customer, I am left with few options but the BBB and possibly Small Claims Court.

Desired Settlement: Replacement or refund. I have been their customer for the last twelve years and given them many thousands of dollars of cumulative business, but they have lost my business and goodwill. Ironically, that will cost them much more than had they treated me fair and square. I am done with Nikon.

Business Response: We have contacted the customer and provided a pre-paid shipping label to get the customers' camera back to check. We will provide complimentary out of warranty service as needed. 

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec *, 2013 I had an issue with a Nikon Product, the dealer I bought it from sent the product back for repair or replacement, this was sent to the wrong adress as requested by Nikon, (1st mistake) I found this out as late as Jan *, 2014 because no communication was recieved from Nikon to the dealer or myself and I had to call to have the product resent to the proper location. This was done on Jan.*, 2014 according to an e-mail I recieved from Nikon. Time passed and at the end of January I called again and was told that a shipment of riflescopes was arriving and they would ship one in the first two weeks of February. It is now February **** and I have no riflescope and as usual no communcication as to any concern for for my situation. I have sent them several e-mails regarding this and advising them of the course of action I was going to take if this is not settled in a reasonable amount of time, which in my estimation has far exceeded a proper time limit.

Desired Settlement: I believe an update and a Store Credit to purchase a replacement for the riflescope should be the least a Company would do to keep a Customer and this done without haste.

Business Response:

*** ***** sent his 3-9X40 M BDC scope in for repair thru a dealer, Ben's Trading Post and it was received on. January *, 2014. He was advised on January **, 2014 that we were awaiting stock to replace his scope at no charge to him by Mid-February when stock was available. The scope has been replaced with a Prostaff 5 2.5-10x40. The replacement scope is enroute to the dealer  at this time.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *****



 

2/21/2014 Problems with Product/Service | Complaint Details Unavailable
2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is regarding Nikon Order numer #******* and ******* for a DLSR Camera and Lens repair at Nikon Services. We made two payments for the repair of $170.86 on 3/**/2013 and $79.61 on 3/**. The Camera and lens had been in serice by Nikon Since beginning of March and and after daily phone calls by my wife to check on the status of the order it took nikon nearly 3 weeks to locate, repair and ship the order. Once the order was shipped, it was shipped UPS to the WRONG address in ******* **** (our old address), eventhough Nikon HAS the correct (new) address on file. In addition, the order was shipped UPS without any signature required and dropped off at somone's front door. I explained to Nikon that this is a $500 Camera that is sitting at someone else's front door right now. With my last conversation with a Nikon Manager, Nikon came to the conclusion it would take an additional 2 weeks to trace the Camera and Lens, and ship it back to the correct addresss. I stated this was simply unacceptable and that I would also desire a full refund and my camera would need returned to me sooner than 2 weeks

Desired Settlement: A full refund of the cost of repairs and shipping, and my camera back sooner than 2 weeks.

Business Response:

Nikon regrets that there was a parts delay in servicing *** *** ************ camera and that a shipping error prolonged the delay. Nikon re-routed the mis-shipped items and refunded all repair costs to the customer in April 2013.

 

 

***** * ****** *** ******* ******** ******** **********

2/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a high end Nikon Sporting Scope, for approximately $650 several years ago. One of the critical reasons that I chose Nikon is that it carries a Lifetime warranty. Late last fall the scope had a major mechanical malfunction and no longer works. At the end of December I went through the warranty repair process and FedEx'd the scope to Nikon. Within 2 weeks I had received a determination that the scope was not able to be repaired and that I would be receiving a replacement. I do understand that not everything is in stock or available, BUT the company refuses to indicate ANY timeframe for replacement at all. 30 days after sending in I discussed at length the replacement issue and have continued to do so as we enter month #3. They will not tell me when it will be replaced, i have literally asked them if it will be a week, a month or a year, the reply is they dont have ANY information and that they will get back to me. The company refuses to answer any of my email requests for updates using their online web system. A lifetime warranty is worthless and completely false if you dont have to ever comply with it! I own 4 other sporting scopes that are Nikon, additionally I own a Nikon spotting scope so i was a long term Nikon customer, but they are now refusing to acknowledge me at all!

Desired Settlement: Replace the product as advertised!

Consumer Response:

At this time, I have been contacted directly by Nikon Inc. regarding complaint ID *******, however my complaint has NOT been resolved because:

[Your Answer Here]

Nikon contacted me after I notified them that I had filed a complaint with BBB in an email to them directly, they have told me that they are going to  replace the product but that they can not tell me when, but it should be done before April **** according to them.  I have taken this with a "grain of salt" as they told me in January that the product would be replaced immediately.  I am assuming that they intentionally gave me this date to buy them time.  Thank you for the follow up, is there anything else that you can do?  Or do I wait until they don't deliver.  I find it unconsienable that they continue to advertise the product on MANY websites for sale but tell me that they do not have the product available to ship! 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

Business Response:

Nikon regrets the long backorder in *** ******’s replacement scope and poor communication on our part. Nikon shipped the replacement scope on April **, 2013 and have not heard from him since. If *** ****** continues to have issues please call us at ###-###-####.

 

***** * ****** *** ******* ******** ******** **********

2/20/2014 Problems with Product/Service | Complaint Details Unavailable
2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Coolpix L810 in Florida on vacation. Since May 2012, I have sent the camera back to them four times now because of camera problems. Every time they either say they fixed it or nothing was wrong with it. I told them that the camera does not work each time it is sent back. Now, I have asked to replace it and they told me I have to send it back again to the service department to be checked and then can call back to ask to be replaced. Each time I have to send back, I have to pay for pick-up since the drop- off location is an hour from my home. The camera has been nothing but trouble since I purchased it. My problem is, if the camera doesn't work and I have sent back three times, getting ready to be four times, why don't they just replace the camera? It has been nothing but aggravation since purchasing this camera. I couldn't use it for vacation twice this year, Christmas, and church functions. I'm just tired of sending it back to have it sent back not working.

Desired Settlement: I am hoping to resolve this problem by having my camera replaced. If not, then I would like my money back and will buy a camera from their competitor. Thanks!

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

The company replaced my camera with a refrubished camera that so far is working. It took a few calls to get the newer camera sent. 
Sincerely,

***** *****

Business Response:

Nikon regrets it has taken some time to get this issue resolved. We have provided pre-paid shipping labels and are working with Ms. Wells on the issue. We have previously replaced the product and she’s still reporting the issue so we suspect either some usage fault or expectation issue. Once we get her camera back we will test and continue to work with her on the issue.

 

***** ** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.
I have also sent the camera back two weeks ago and haven't heard anything from them about receiving it. They are suppose to replace it with a new camera. 
Sincerely,

***** *****



 

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon A100 to supplement my Nikon DSLR cameras for promotional marketing work when needing quick photos or photos when the environment wasn't friendly to my more sensitive Nikon camera equipment. Upon receiving the camera, I noticed that the product packaging wasn't sealed. I was provided a white label box with REFURBISHED PRODUCT label on the box. I expected a REFURBISHED PRODUCT, but according to Nikon's support, I should not have received an unsealed box. I took the camera out of the unsealed box and took 3 photographs. I noticed the buttons and interface were slow to respond, lagging, and I immediately put the device back in the packaging, because I found it to be unusable for my work. I contacted Nikon 14 days after it was shipped (within their return policy term), and after several long waits and being repeatedly put on hold, I was told that I was ineligible for an RMA because the product had been used. My complaint is of an inferior product, inconsistent with what I was led to believe in marketing. Publicly, the Nikon product webpage says, "It packs a 5x Zoom-NIKKOR ED glass lens and a 16.0-MP CMOS sensor to record low-light and fast-action photos and Full HD (1080p) movies." while in my dispute email with Nikon ********** **** ** on December *, 2013, **** states " In regards to your inquiry the lag in taking pictures you are referring to is natural for the AW100." **** ** continues, "Once a product has been opened and used it becomes not returnable therefore we will not be able to issue a RMA number. *********************************************************************** I am sorry we cannot be of further assistance to you regarding this matter. " One cannot "record low-light and fast-action photos" with a camera that is "natural" in "lagging" and I'm upset at this treatment and for Nikon wasting my time and refusing to understand my needs or expectations. The product is in the exact same condition as when it was sent to me, and I want to return it for a refund.

Desired Settlement: 1) Nikon issues Return Merchandise Authorization (RMA) number 2) I return the product 3) Nikon issues full refund for the product 4) I continue to be a happy Nikon customer in the future by purchasing products that I can try before buying

Business Response:

I apologize that our support staff didn’t make an exception for this customer. If he’d still like to return the camera please have him send it to my attention:

 

Nikon Inc.

***** ** ****** **** **** ******* **** ********* ** *****

 

Assuming no damage or abuse is found we will refund the purchase price.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I no longer have the defective device. I sold it "as-is" for a fraction of what I paid for it when the Better Business Bureau closed the case for Nikon's non-response. There is no longer any remedy Nikon can take to resolve my issue due to unfriendly service management policies and unacceptable delays in response.  

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ***




 

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since I bought the Nikon D7000 SN3095643 camera at 2011 I've been having problems with the focus. I sent the camera several times to Nikon and they didn't fixed it. 09/2011 service order number *******. They checked auto focus operation and returned the camera. 10/2011 *** ******* They checked auto focus operation and returned the camera. 12/2011 *** ******* They adjusted auto focus operation and mirror angle and returned the camera. 12/2012 *** ******* They adjusted auto focus operation and mirror angle, charged $224 and returned the camera. 02/2013 *** ******* They checked auto focus operation and returned the camera. After all this time and money they did not fix the focus issue and now are saying that it might be the lenses I use which both came back from Nikon shop for focus issues (*** ******* - 09/2012, ******* - 12/2012) This is not to talk about all the shoots I missed because of this issue. I'm tired of this. This camera is my working tool, I can't keep sending it all the time and have to rent another just because Nikon can't fix it.

Desired Settlement: I'm not going to send the camera again with my lenses because Nikon already proved to be incompetent to fix it and because unfortunately I depend on this equipment to work. I either want my money back or a replacement.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID *******.

Sincerely,

****** *********

Business Response:

Customer’s camera was repeatedly checked and adjusted by Nikon Service in 2011 and 2012 and no major issues were found. Customer provided sample images showing issues in January 2013 and we provided a pre-paid shipping label and asked for the camera and lens so that we could test them together as we were unable to reproduce any issues but customer did not send the items in.

 

If customer is still having issues please contact us at ###-###-#### so we can resolve the issue.

 

***** * ****** *** ******* ******** ******** **********

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I already sold the item. It took several months for Nikon to answer with an unsatisfactory answer. Their is nothing else to be done, but I want my case to be closed not as resolved because they never resolved the problem.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March *** I sent my Nikon digital SLR camera to Nikon's NY facility for repair. On March **** I received an estimate in the mail of the cost to fix my camera. I called the number on the bill to pay for the estimate and approve the work to be done on the camera. Once I paid the gentlemen gave me a authorization number over the phone of #****** and said my payment was approved and I would be receiving my camera in 7-10 business days. After April *** I noticed I still had not received my camera so I call Nikon on April ***. The woman said I never paid so they can not mail my camera. I gave her my authorization number and she said she saw that I did pay and she would look into it and get back to me the next day. On Monday April ***, I called since I did not hear anything and the woman told me that I did not pay because my card was declined. I said that was false because I saw the transaction and I had an authorization number. She said the authorization number Nikon gave me did not help and she couldn't use it to look up the transaction. I asked to speak with her supervisor and she said they would call me back because ***** was not available. On Tuesday April *** I called again and spoke with a gentlemen. He said that unless I could provide a credit card statement showing I paid I had to pay. So I called my bank. My bank saw that my card was approved for $171.13 on March **** from Nikon but that Nikon never collected to the pending transaction was removed and the funds released. Nikon then tried to charge my cared on April *** two times where it was declined. Nikon never called or emailed me letting me know. When I called Nikon back on the **** I spoke with a woman who said they they tried to take the funds on the **** and it was declined. (False because my bank said they only were declined on the *** and I have the proper funds available). She said because of this I had to give them a different card to get my camera back. I told her I didn't have another card and everything sounded shady. I asked to speak with a manager and she said one was not available that they would call me back. She also said that Nikon takes the credit card information when you approve the services and they pend the funds until after the services are complete. Then once they are paid in full they mail your camera out. I received an email from a manager today April **** saying I needed to pay. So I called after work and the gentlemen took my same card information and said it was approved and that I would get my camera in two weeks from today so they can fix my camera. I told him that it was already fixed and my card was declined. He said the notes say it was declined to approve the work on my camera so the work was never completed. He said that they pend the funds until after the work is complete which could take up to two weeks... Again I asked to speak with a supervisor and one was not available. So again I have no idea whats going on with my camera, I have not had the same story from each rep, never spoke with a sup, and I still do not have my camera. This is horrible customer service. No where on the bill does it say any of this information.

Desired Settlement: I deserve customer clarity on this situation, a reason why they hold my money with out collecting on it, why the bill/estimate does not mention their practices, my camera returned immediately, and yes after the hours I have spent on the phone and reading emails some compensation. This is horrible unacceptable customer service.

Business Response:

Nikon regrets any miscommunication or confusion due to credit card processing procedures. We provided an estimate on service work and authorize a card for that amount. Once the work is completed the transaction it processed and the funds collected through the credit card. This is normal practice for this sort of service. Unfortunately the customer’s card was approved at the authorization stage but declined when processing began. After the customer corrected the issue with her bank the funds were released to Nikon and the camera returned to her in April 2013.

 

 

 

***** * ******

*** ******* ******** ******** **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
** **** ******



 

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Camera Nikon D800e not sharp. Camera more blurred (less sharp) than Nikon D300.

Business Response:

*** ******* reported that images from his new D800E were not as sharp as with a previous model. We explained that due to the much smaller pixels used in the newer model it was more susceptible to camera or subject movement, optical limitation, moire and other phenomena. We provided tips on how to get better image quality from the higher resolution model in September and October of 2013 and have not heard back from the customer.

 

Nikon considers this case closed, if the customer is continuing to have issues he should reply to the advanced support tech he was working with.

 

 

***** * ******

*** ******* *******; Customer Experience

2/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On my journey to the Glacier National Park in June 2013, I continued my National Parks time-lapse project with my D800 bought from ********** and a remote shutter release bought from Calumet. After my first scene, when I was trying to unplug the release, the 10-pin shutter release socket broke from inside and got slack. I was very surprised because I was not pulling too hard, and I definitely was operating it correctly as I had 4 years’ experience with such releases. Judging from similar cases I found on the Internet, Nikon had done plenty of repairing under warranty regarding to this problem (http:****************************************** *********************************************, those cases made me think that Nikon had a poor QC over this part of their D800/D800Es), so my case should not be an exception. However, when I sent my camera back to Nikon's service department, Nikon deemed it as there being “Impact Damage” and refused to evaluate it unless I pay a fee of more than $200. I called in once and explained my situation to one of Nikon’s customer representatives, and she agreed to talk to the service department about it. However, the statues of my camera online never changed, so I had my camera sent back because I needed it for another project. Upon the arrival of my camera, I was shocked not only because my warranty was missing, but Nikon even refused to do any cleaning of my viewfinder and CMOS as I requested in my note sent to Nikon along with my camera. When I called to check, Nikon said my warranty was voided because of the “Impact Damage”. I was very unsatisfied with Nikon’s explanation and the supervisor suggested me to send my camera back for a re-check (Reference # *************). I did send it back as Nikon requested, but Nikon still refuse to acknowledge that it was their problem as I called on Oct. ** 2013 to check. Also the representative said that my one-year warranty was expired anyway since I bought it on Aug. * 2012. It was ridiculous because when I first sent in my D800, Nikon sent me a confirmation letter about receiving my camera on Jul. ** 2013 (Service Order # *******), which was absolutely within the warranty period. It was solely because Nikon's stalling that my warranty period has passed. From my point of view, Nikon have solemnly guaranteed that the 10-pin port of my camera would work properly during the warranty period upon issuing the warranty to me. So it was Nikon that failed the warranty in the first place when the socket was broken, especially when I was using it properly. Therefore, there’s no such “Impact Damage” due to my misbehavior. I sincerely ask Nikon to honor their warranty and repair my camera as promised.

Desired Settlement: Repair the 10-pin port and clean the viewfinder and CMOS of my D800 camera.

Business Response:

*** *** sent his D800 camera in for repair and Nikon found evidence of damage caused by misuse - the “10 pin” port had been broken which can happen when force is applied to the side of an accessory plugged in to this plug.

 

I am sorry if there was any miscommunication and *** *** misunderstood any fees. There is no “$200 evaluation fee” - we always provide free estimates.

 

Nikon provided a repair estimate of $249.94 for the repair which *** *** approved and paid on Nov *, 2013 and we returned the camera to him repaired on Nov *, 2013. At this time Nikon considers the issue closed.

 

I understand that sometimes damage can happen for which the customer is unaware, however, it’s still beyond what we can cover under the terms of the warranty.

 

 

 

***** * ******

*** ******* *******; Customer Experience

 

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Nikon Coolpix AW110 Weatherproof Digital Camera for use in and around water. As soon as little water got on the camera it stopped working. The main concern that this camera destroyed my SD memory card, which had irreplaceable family photos.

Desired Settlement: I would like for Nikon to pay for service that would extract data from my SD card. Normal way of plugging this card into a PC do not do anything. This requires professional data recovery service.

Business Response: We've advised the customer on sending the camera in for service. Nikon cannot be responsible for any data recovery as outlined in our warranty. We would advise the customer contact the card manufacturer for their data recovery tools.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]


I have not contacted Nikon, so I'm not clear how could they have advised me of anything.  Also, because camera leaked water, that caused SD card to go bad.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: Customer called the store they purchased from (Costco) who then transferred the customer to Nikon on 12/*/2010 at 3:48PM. We advised the customer to send the camera in over the phone as well as via email sent to ******************* on the same day. The email did not "bounce" so we assumed it was delivered. If the customer is still having a problem please send the camera in to Nikon for Service.

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint also has Customer Service Issues. I purchased a new Nikon D800e on 8/**/12. When using this camera I noticed that many of my photos were out of focus. I could not determine why this was happening. I have had to deal with this defective camera for nearly a year and a half. I had to do considerable sharpening and editing to get my photos to an acceptable level of sharpness. I could not (even with considerable testing) figure out what was wrong with the camera (until recently - after finding info about this problem on the internet). A majority of the time the images were blurry, and sometimes they were tack sharp. At times, I just assumed the 36 mp sensor was more sensitive and the camera wasnt perfectly steady, even though I was using a tripod and the timer and sometimes using mirror up mode. I put in a great deal of time trying to figure out just what was wrong. I couldnt determine the cause. I also put in several hours of photo-editing to attempt to get these photos up-to-par.Recently, I considered purchasing new lenses for the camera. I ran out of things I thought could be wrong with the camera and thought it must be a problem with the lenses. Before doing so, I did an internet search and found that there are SERIOUS focusing issues with this camera. This occurs when using the viewfinder. My camera will not focus properly through the viewfinder, but does a good job through the Live View option - which is the screen on the back of the camera. I have set the Auto Focus Fine Tuning to the most extreme setting of -20 and it still doesnt quite focus properly. Also this Fine Tuning does not work well at different zoom distances (focal length). My camera had this problem at the time of purchase. I didnt contact Nikon service until recently because I had no idea what exactly to report. This camera cost $3,300!I am in contact with Nikon right now and they are dragging their feet on the issue.

Desired Settlement: I want NIKON to repair or replace the camera with a properly functioning one free of charge. This camera should have been RECALLED IMMEDIATELY when Nikon was first made aware of the problem. I can provide SEVERAL images showing this problem. Here are a few websites I visited which outline this problem is frequently occurring with this camera model:********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Business Response: Nikon regrets we've been unable to resolve this issue quickly enough. *** *******s camera was sent in to Nikon Service and calibrated under the warranty terms recently and we've advised him to let us know if he has further issues.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I got my camera back 2 days ago and took several test shots. The focus problem has "changed", but the issue has not been resolved. The camera is working better with the center focus point, but the focus points on the outer edges of the viewfinder are still severely malfunctioning. I just sent NIKON sample photos.

I’m concerned that they lied to me over and over on the phone about this issue.

I’m also concerned (and frankly furious) they they didn’t repair my camera properly.

I’ve attached samples of the latest images from the camera (after the supposed repair). These images were transferred from NIKON’s own software that isolates the area where the camera has focused. The red square is the focus point area.  *BE SURE TO VIEW THESE IMAGES AT 100% ON A COMPUTER TO SEE THE PROBLEM CLEARLY.  

Note that photo _RLS567x is OUT OF FOCUS in the red square. This photo was taken using the camera’s viewfinder (malfunctioning area). The camera has focused further behind where it should have focused. I use the viewfinder nearly exclusively.

Photo _RLS568 is in focus in the red square. This photo was taken using the “Live View” option. This seems to be working properly. The “Live View” option requires the photographer to use the small video screen on the back of the camera to compose and focus the shot. I rarely use this option because I am far sighted and because it is very difficult to see this screen clearly in bright light. The focusing in “Live View” is also much slower which doesn’t work for sports or wildlife photography.

They should have recalled this camera when it was new. This issue was prevalent in this model, and serial number range & I experienced trouble with the camera from the very beginning. I SHOULD NOT HAVE TO PAY FOR THESE REPAIRS. I should NOT have to pay for shipping for sending it in - even the first time. Because they can’t seem to fix it, I should get a NEW one or upgrade to a camera that actually works!

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Nikon has provided the customer with a pre-paid shipping label or offered to reimburse him for shipping charges to send the items in to us for further testing.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I am waiting for the camera to be properly repaired after sending it in.  Will update when the camera is returned and in proper working order.

  

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******



 

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to you tonight hoping you can help me in getting Nikon USA to stand behind a defective camera I have. It was one of the first production D800 models and I got it in June 2012. This is a very expensive professional camera body that I have only used a few times and Nikon can verify that it has very little use by getting it out of the camera’s computer. At the time this camera was produced they were months on backorder status and I suspect they let some quality control issues slip by so they could fill their orders. I first noticed the error popping up when ever I tried to take pictures back in late Oct. At the time I didn’t know if it was the camera or the lens causing the issue, just that I would get ERR on the screen. A few weeks later I tried it again with a different lens so I figured the issue was with the camera body and not the lens. On Dec **, 2013 I took the camera to Southern Photo Tech (an AUTHORIZED Nikon service center) located in *********, NC and reproduced the issue for the tech in the store. He took the camera in the back and came back a few minutes later and told me that the problem was defiantly in the camera body as he reproduced the same problem in the back without any lens on the camera. He said it was a sequential error and since the camera was barely out of warranty and used so little that I send it back to Nikon and he thought they would repair the camera and send it back free of charge. I asked if he could send it back for me and he charged me $15 box and send it back. About a week later they called me and told me that Nikon wanted me to send them a lens. I told the lady that I could do that but the problem has happened on a couple of my lenses and I have not tried every lens in my inventory to see if I had an issue with any of the others. I told her that her tech reproduced the problem without a lens and the problem was in the body. A couple of weeks after that I called again and I spoke with the tech and he said he had a conversation with Nikon in ******** and told them he reproduced the problem without a lens in his shop and I had the issue with a couple different lenses. Well today I get a call that Nikon sent the camera back AS IS and they couldn’t find a problem. I find this highly disturbing and I feel like they must not have put much effort in trying to find a problem as I had a problem the last 2 times I tried to use the camera. I don’t use any of my equipment very much and the few times I do use it I would expect it to work. This camera body cost me $3000 new and that is without a lens. It hasn’t been used but a few times and it sits in the case most of the time along with the rest of my equipment. I feel like I have a defective camera and I am highly disappointed that Nikon refuses to stand behind it. I have thousands of dollar worth of their equipment and I would expect a $3000 camera to work the few times a year I get out to use it. Now I am stuck with an expensive piece of equipment that I can’t rely on. Any assistance you can offer me would be highly appreciated. Thanks ****** *********

Desired Settlement: I expect Nikon to either repair or replace this barely used defective product. To send it back "as is" is totally unacceptable.

Business Response: Nikon received this customer's camera through the dealer they delivered it to. We tested it and could find no fault in the camera but suspect it could be related to an issue with the lens/body combination and asked for the customer's lens so we could test them together. The customer refused to send the lens and we returned the camera body "No Problem Found" to the repair shop. 

 
As no problem was found with the camera itself if the customer would like to return the body and lens (to us directly for fastest service) we'd be happy to expedite the testing.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 As I stated, the issue has occurred on more than one of my lenses and the repair shop where I took the camera to reproduced the problem without a lens on the body at all.  I told Southern Tech that I could send a lens but since the issue  has appeared on more than one lens what do they want me to do? Send all my lenses back? The tech in the shop told me the issue was defitanly in the body. I have not tried this body with all my lenses and I have several of them. Southern Photo tech only requested a lens once and never told me what the response was after I stated the above. 

  It seems to me that the company isn't testing this camera very thoroughly  as I have had a problem both times I tried to use this camera and on two different lenses.  Since the tech at Southern Photo Tech reproduced this issue without a lens than how is the problem with the lenses. Do you want all my lenses to test them together? It has happened on both a 80-200 2.8 and a 24-70 2.8.We also had no problem getting the error to appear in the shop when I brought it in.You can push the button and it will focus and act like it will work then when you try to take a photo the error appears on the top of the screen and it saves a black file with no image.

 I have paid a lot of money for all my equipment and to spend $3000 for a camera body that I can't depend on is totally unacceptable. I told Southern tech that I would bring a lens in if I had to but I thought it was unnecessary as their tech reproduced the problem in the back with no lens. I heard no other response back from Southern Tech until they called me and told me my camera was returned "as is". How would you feel if you paid several thousand dollars for a camera and only used a few times and it wouldn't work? This camera was in short supply when I got it and It seems to me Nikon was lax on their quality control to fill their orders. I have had other quality issues with two different speed lights failing with little use too but this is an expensive item and I am starting to see a pattern here of poor quality control. 

 WHat am I supposed to do? I have a camera I can't depend on and their authorized shop didn't want anything to do with repairing this camera and is totally wanting to dump everything in my lap to send it back on my own. Somewhere I expect some service and I expect my equipment to work what little time I get to use it.Southern Tech acts like they are doing me a favor to send it back. 

 WHY should I have to deal with sending a product back when they are an authorized repair shop to begin with. I am out $15 for shipping it for NOTHING. I didn't refuse to send a lens back. I just stated that I thought it was unnecessary as the problem was on 2 different lenses and they never told me that I had to send back my lenses too. I just want my camera fixed.They can look at all the stuff I have registered on their site. After all the equipment I have from them I would expect them to stand behind it. 


Sincerely,

***** *********




 

Business Response: Nikon has provided the customer with a prepaid shipping label so our service technicians can evaluate the camera. We've discussed other troubleshooting steps and possible issues since the customer didn't work with our support previously and Nikon found nothing wrong with the camera.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

  If Nikon didn't find any problem then they must not have looked very hard. The tech at Southern Photo Tech had no problem duplicating the issue without a lens. I resent being told I was not cooperating. I spoke with the tech at Southern Photo a couple of weeks before Nikon returned my camera to them and they didn't say anything about Nikon demanding a lens to troubleshoot. They mentioned it the first time a couple of weeks after they sent it and I just pointed out that I thought it was unnecessary. As I stated, this problem has happened on 2 or 3 of my lenses. When I put those lenses on another body there was no issue but there was an issue with that body and different lenses. If the problem does NOT follow the lens to another camera body how can it be the lens? While at the same time I have gotten the same error with 2 or 3 different lenses. 

 it is apparent to me that they didn't test the camera out very well. I reproduced the issue myself without a lens before sending it back Saturday.  I have purchased 8 different camera bodies over the last 10 years from Nikon and 4 flash units. Out of the 10 camera bodies this is the 3rd camera that has failed to operate in the first 2 years and 2 out of the 4 flash units failed within 2 years. I am really starting to wonder about the quality control in Nikon factories as this seems like a very high failure rate to me. This D800 body was in short supply and backordered when I got it. I suspect they cut some corners to meet some production delivery schedules. 

 ALL of my equipment is lightly used and I only get to use it 2 or 3 times a year. I would expect a $3000 camera body to be more reliable than this. Or perhaps I should stop buying new models when they are announced as it seems quality control is lacking when a new model starts production.

 

****** *********

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *********




 

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rarely have I experienced the level of repeated ineptitude at both the initial entry and elevated levels of customer service as in the Nikon repair division. Since early November, 2013 (2 months) I have been unsuccessfully attempting thru multiple e-mails and phone calls to obtain simple repair services on my Nikon S8000 camera. Each communication was met with a different reason why they were incapable of completing repair, culminating in the excuse that because I did not have a receipt for this camera, a gift, it could not be repaired as it is evidently mysteriously classified as “gray market”. I was not requesting warrantee service, had provided a credit card number to charge to, and am baffled at the lack of customer service focus.

Desired Settlement: Return camera, apologize for wasted time and effort.

Business Response: Nikon regrets that we were not clear enough on this issue when working with *** ****. Unfortunately *** ****'s camera was not designed to be imported or sold in the US and is considered "Gray Market" as such we (Nikon Inc, the official importer of Nikon products to the US) cannot offer service or support, even for a fee, on products we did not import. We'd advise that *** **** contact the shop the camera was purchased from or the importer of the camera for service.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It may Concern, This is to complain about Nikon Inc (Nikon Inc., **** **** ******* ** ** ** ********* ** ***** Phone: ###-###-####), about the defective product I have purchase from them. I am a retired senior citizenship on social security. Photography is my biggest hobby and on 05/**/2011, I ordered a Nikon D5100 from Amazon in the amount of $826.11. This is an expensive purchase for me and I really loved the camera. One day in May 2013, the camera broke down suddenly during the normal usage - pictures are all black (nothing is taken) and it seems like a stuck shutter. I contacted Nikon local center and was told $300-$500 to repair. Interestingly I have done some research on ****** and noticed this is a very common issue for Nikon. Considering the commonality, should Nikon recall? It isn’t fair for a camera to have a 2-year life! I wonder could I get your help to ask Nikon to repair my camera. Your help is highly appreciated! ****** ***** *** ******* ** ******* ** *****

Desired Settlement: Please repair for me!

Business Response: Nikon has had no contact with the customer prior to this complaint. Upon receiving this BBB complaint we contacted them and asked that the camera come in to Nikon's service center to be evaluated.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Camera was repaired in 10/** for $253.06.Returned my D300's in same packing material and box I received it in, to repair 3 of my original problems; multi selector, exposure compensation and file contains no data; on 11/**/13. I received a bill for $0:00.I called to see what was taking so long, and was told I had impact damage and needed to pay $166.39 for what should be a warranty under the first repair job.

Desired Settlement: They should repair my camera under warranty and send it to me.

Business Response: *** ******'s camera was sent to Nikon for repair in late September. In early October, after repair, it was returned to the; about a month later she called and reported additional issues. Nikon sent a prepaid label and reevaluated the camera. Additional damage was found that was not present in September and a new estimate was produced. However, as a one-time customer service gesture Nikon has repaired the new damage at no cost to the customer.

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new Nikon D5100 camera in February 2012. After taking about 1500 pictures, the shutter mechanism no longer works, at any shutter speed. I get a black image on the LCD screen. The shutter unit is supposedly tested to perform at least 100,000 actuations. I am sure Nikon is aware of the problem because other D5100 camera owners are having the same problem.

Desired Settlement: This is clearly a manufacturer's defect. Customers should be notified and the Nikon D5100 camera should be recalled for repair or replacement of defective parts, at no cost to the consumer.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. USA regarding complaint ID *******.

Sincerely,

****** *******

Business Response:

Customers camera is two years old and at least 12 months past the original one year warranty. As there is no “Service Advisory” for a known issue this problem would be subject to an estimate and costs to the customer to repair. At this time the customer has not sent the camera in so there is no way for Nikon to provide an estimate.

 

 

 

***** * ******

Sr. General Manager; Customer Experience

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is not an old case to reopen this is yet another new case with Nikon INC Sent lens in for light drop in light weight bag drop damage, I reported it as that and that it had focus issues and back element was loose and could move. Sent to nikon for repair got quote, 402.19 paid for repair Got lens back, not fixed, rear element loose as it was sent back to nikon for re repair got quote for 0 dollars as its a re repair got lens back, still broken, lens still loose, I called nikon and talk to someone higher up, sent lens in but with video showing issue promised the lens would be fixed by girl at customer support and customer experiance. got lens back and still not good, lens is a little tighter on the back element but movement is still felt, did another video Filed a formal complaint with NCDOJ consumer protection division called to talk to ** ** ***** called me back, I was polite, but not once was an apology given he instead stated that it always left them working correctly that it was my fault that I was tapping the lens with my finger to show them the movement and damage that caused the damage. not the case, this element in the back, is not meant to be moving at all, ever! ** stated to send it in and keep sending it in, not even caring that I use this for business, it seems Nikon does not care about anyone that puts their money into Nikon to use with their business.

Desired Settlement: I am stating a replacement as its plain and clear that Nikon cannot fix my lens as they have had it three times and sent it to me not working right each time but then insist that it worked perfect for them. I have all documentation and video to prove it all. If nikon cannot fix this, they need to replace it with like and with cover long enough as my lens was in perfect condition before it got damaged and nikon charged me to fix it.

Business Response:

Customer sent lens in to Nikon for service which we accomplished and returned to him working and within Nikon standards. *** ****** then provided a video of himself “testing” the lens by pressing, striking and using the lens in a manner which likely caused the damage he is reporting. We advised him not to treat the lens as he demonstrated and refused his request to refund the service costs. The BBB is welcome to view the video showing *** ****** testing the lens in an in inappropriate manner.

 

If the customer would like the lens repaired again he would be subject to any fees once the lens has been estimated by a technician.

 

 

 

***** * ******

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Nikon Inc Service Dept. has failed to respond to problem with a lens sent in for service. The lens was not repaired, then was shipped with NO PACKAGING materials. the lens is defective, being sent back for a 3rd time. Requesting replacement NEW Lens...3 managers have failed to respond, and weeks later I am still sitting here with defective lens. I am pro photographer and this has cost me time, money and jobs.

Desired Settlement: want NEW LENS replacement

Consumer Response:

At this time, I have been contacted directly by Nikon Inc. regarding complaint ID *******, however my complaint has NOT been resolved because: they refuse to replace the lens ever though it has been sent in for repair 4 x. also the lens has not been returned to me either in weeks. company sending equipment without proper packaging and also sending my repaired equipment to another party.

 

 

 

 

 

Sincerely,

 

Business Response:

Nikon has reviewed the customer’s lens several times and found it to be working as designed. The zoom lens will slowly zoom in and out under it’s own weight when the camera is pointed straight up or down. This is documented by Nikon and is normal behavior for such lens. Nikon informed *** ***** that the lens is working as it should be but she refuses to believe it is within specification. A replacement lens, as she requests, would behave exactly the same as her lens and would not solve her request.

 

 

 

 

***** * ******

*** ******* ******** ******** **********

 

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took my camera to Metro Cameras on March **, 2013 for liquid damage repairs. Metro Camera mailed it to Nikon to complete the repairs. Nikon sent it back to Metro without competed repairs nor comments to include why. Metro Camera sent it back to then. Nikon stated on 10-**-13, "they were waiting on a part" so they could complete the repairs. Seven months is an excessive amount of time for them to take for a repair and still they do not have the part to do so.

Desired Settlement: Repair and mail my camera back to me directly at **** ***** ********* ****** ****** ** ***** before Oct. **, 2013. Or replace it with a new camera.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID *******.  However, the camera shop Metro Camera did.
Sincerely,

***** ********

Business Response:

Nikon received camera through third-party repair center “Metro Camera.” We provided them an estimate of costs in April and got no response so camera was returned to them as per our normal procedure. We re-recieved the camera in August, got an approval for the repair costs and promptly serviced and returned the item.

 

 

***** * ******

*** ******* *******; Customer Experience

1/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted the Nikon online support group on 09/**/2013 regarding focus and macro mode issues with my COOLPIX L810. I stated to them that the camera will not focus properly on almost any subject anymore, especially macro. I photograph mostly portraits outdoors with the occasional wedding. A response was sent back to me asking for sample images that show the issue that I am having. I sent 11-12 various images in various location and lighting settings. I received a snarky response back from Nikon that stated that I need to refer to my user manual, that all of the 11-12 images I sent where used in the same mode despite me saying they were all different location and camera setting and lighting. He also pretty much insulted my intelligence about how to use my camera. I have had this camera for about a year and a half and know it inside and out. I explained back to the Nikon customer support that I have already referred to my manual and it didn't work, so I thought I would contact Nikon directly. I received a response that included a quick apology and felt as if I was being brushed off. I responded back on 09/**/2013 stating that I had every intention of fully upgrading my camera to a full frame Nikon but not I don't really want to and have considered switching brands completely. Why spend that much money on a device that if something when wrong I would be told "refer to your manual" instead of offering a solution. A response was sent saying I could pay to have it shipped and fixed PREPAID along with any extra fees I could encounter. I am disgusted by the customer support and willingness to help.

Desired Settlement: I am beyond fed up with my current COOLPIX L810 and would like a better camera from Nikon or issued a refund for the ORIGINAL cost that I paid for when I purchased the camera when it was released to Best Buy. If not, then Nikon will lose a customer

Business Response:

Customer provided sample images showing poor image quality due to a number of issues but insists that she’s using the camera properly. We asked that she send the camera in to be checked and offered to provide free shipping labels, but *** ******* refused since she would then not have a camera to use.

 

Without the opportunity to check the camera or have her do some further troubleshooting there is nothing more Nikon can do. We would still be happy to provide a free shipping label when the customer is open to having us review the camera.

 

 

***** * ******

*** ******* *******; Customer Experience

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This complaint was filed MONTHS ago!! And im just now hearing from Nikon. I have since THROWN out the camera and upgraded to theb highest grade Canon DSLR. I will never again purchase a Nikon product again. Their equipment does not work, their customer service is deplorable and disgraceful. They are rude, pompous,  disrespectful human being. You'd be an idiot to purchase any Nikon equipment. I was told I could send in my craps of a camera and not have to pay for shipping BUT I had to provide a Credit card so they could put a hold on it for any possible repairs DESPITE my camera being under a year old. My intelligence was questioned and I was told I didn't not know how to use the camera and was told multiple times to refer to my manual. Obviously the sorry excuse of a manual didn't help that is why I contacted Nikon. Nikon can crawl under a rock. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband purchased a Nikon Coolpix S800C March **, 2013 as a birthday gift for me from Best Buy for $299.99. We quickly powered it on and tested it out. We plugged it in to charge. I let it sit for a bit. In May we went to New Hampshire on vacation to the White Mountains. I had difficulty getting the camera to power on. When it did, it took time to get it to take pictures and then after taking several shots, the camera displayed a message saying low battery and then shut down. I plugged it in when we got back to the house and let it sit until the following day. The camera powered up and said “low battery” and shut back down. We contacted Nikon Customer Support and we were told to log onto the site and request a repair (*****, Ref # *************). We did so. We shipped the camera with the power cord along with the copy of the receipt from Best Buy in Leominster Store #**** back to Nikon in New York on 6/** (Fedex Tracking ***************). A few days later (6/**) we received an email and Service Acknowledgement Notification stating the “Reason for Service: - Liquid Damage, Problem Power” and the repair is not covered under warranty and needed approval. The cost to repair was $150.00 with $12.50 for Shipping & Handling. You can purchase a new camera for that fee. The email from *****, Nikon Tech Support, states that all Nikon cameras (chargers) come with a one year manufacturer’s warranty that covers manufacturing issues only. Any issue caused by physical, sand, or liquid damage is not covered as these occurrences void the warranty. Ironic that this is what Nikon Tech Support quoted the issue to be on a brand new camera used for the first time out of the package. Where could there possible be “Liquid Damage” as we have not used the camera. We were not able to get it to stay powered on. We rejected the repair cost and cancelled the service request. This is unacceptable and poor customer service as well. We will never purchase a Nikon product purely based on the level of customer service that’s provided and lack of meeting or exceeding our needs or expectations. After reading many of the complaints listed from other dissatisfied customers, we can see that it’s a trend with Nikon’s Customer Service support finding issues that are not covered under the one year manufacturer’s warranty

Desired Settlement: We did want the issue repaired/ resolved but they came back saying it was not covered under warranty for a camera we didn't use or only 2 months old. They wanted to charge us half the price of the camera to fix the issue. We just want our money back at this point.

Business Response:

Customer sent camera in to Nikon and it was found to have liquid damage which is not covered under the terms of the warranty. After a second review Nikon provided a complimentary repair for this customer.

 

***** * ******

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

1/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband bought me a Nikon COOLPIX S6500, I went on vacation used the camera for 3 days however resolution of pictures are horrible : red, blurry and at night we can't see anything. I have the receipt, so I brought back to Walmart to have my money back, however they told me since is more than 15 days they can't take back and I had to call Nikon. ( Actually is 30 days now) I called Nikon today, May **, 2013 spoke with customer service who transferred me to manager ****** *******, I told him what happened and since Walmart can't take the camera back , I would like to return the camera to Nikon and buy from Nikon a better quality camera. He told me that they can't take cameras or issue any credits but I could ship the camera (at my own cost) to Nikon and they can fix the camera. I told him the camera is brand new, and I don't think is fixable is just the poor quality of the camera. I explained to him that I am not satisfied with the quality of the product, maybe other people buy this same camera and are satisfied, however I am not. Since the camera has no damage at all I still would like to return this camera and get a better one from Nikon.

Desired Settlement: I would like a refund or a credit so I can buy another Nikon ( online from Nikon or another store) with better resolution, better quality of image. I don't think I should stay with a camera that is not good, since Walmart can't take back, Nikon is responsible for their products and quality. Box of camera does not indicate that NIKON DOESN'T GIVE ANY MONEY BACK IN CASE CUSTOMERS ARE NOT SATISFIED WITH THE PRODUCT. Any store that we buy a product allow us to return the merchandise in case customer are not satisfied. I never saw a sign indicating that cameras can't be return in case of customer is not satisfied.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID *******.
However I returned my camera to a store and received store credited for the item. Please close my case thanks.
Sincerely,

******** *******

Business Response:

Customer was unhappy with the image quality taken in images in low light. We provided tips on how to use the camera in such conditions (use higher ISO setting, flash, tripod, etc.) however customer simply returned the camera to the store (Walmart) for a store credit. As Nikon did not sell the camera to the customer and the customer already returned the item there is nothing further Nikon can offer.

 

 

 

***** * ******

1/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the Nikson S3300 Coolpix camera on February *, 2013 and now the camera is broken.

Desired Settlement: I sent it in to Nikon and they refuse to repair or replace the camera. This is what Nikon wrote back to me. IMPACT DAMAGE TOP BACK CORNER, CORNER NEAR BAT DOOR LENS ERROR NO POWER This repair is not covered under warranty and needs approval. Below is the response they just sent to me. Response Via Email (****** *) 08/**/2013 03:31 PM Hello ** ******, Thank you for contacting Nikon Customer Support, I'll be happy to assist you. I have contacted the service center with your estimate refusal. Your camera will be sent back shortly.

Consumer Response:

At this time, I have been contacted directly by Nikon Inc. regarding complaint ID *******, however my complaint has NOT been resolved because:

I purchased a new camera already.  If you wish to close the complaint it's okay with me.  Thank you.

 

***** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ******

Business Response:

Customer’s camera was sent to Nikon showing signs of impact damage or excessive wear and tear. Customer refused the estimate costs and purchased a different camera and wants to close the BBB report as mentioned in his letter. At this time there is nothing further Nikon can do unless the customer elects to pay the repair costs.

 

 

***** * ******

*** ******* *******; Customer Experience

 

12/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Nikon on the phone and website tells of the no fault warrenty.They will either repair or replace in 5 to 10 business days. Nikon has had the binoculars monarch 3 since november ** ** in their repair dept every one i talk to gives me a different story and now the last email said they may be available mid janurary if that is so 2 months is a long way from 5 to 10 business days and also if i was not patent they would just send a cheap 75 to 100 dollar pair not the 225 dollar pair i orginal bought .All i wont is the issue resolved in a timley manner and not lied to any more

Desired Settlement: repair my order new pair of the minorch 3 if not in stock the next upgrade not a downgrade

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ****



 

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Nikon D600 has a known dust/oil issue. Many users have said online after they clean the sensor the problem occurs again. After calling Nikon about the person said I will have to ship the camera in for repair. I inquired about a refund since the camera is only 9 months old with 6000 shutter counts. He said we can only correct the issue and not issue a refund. Since my serial number is from the very few released it seems like what ever Nikon does to correct the issue does not work. Instead of going through the hastle of sending the camera back and forth I asked the price of the camera be refunded so I can go get a new camera which Nikon declined. If you lookup online hunders of people have complained about this issue and how Nikon solution doesn't work as it keeps coming back. There are even speculations that a D610 a newer model will be released to correct this on going dust/oil issue. I am not sure why Nikon is not owning up to this issue and taking care of the loyal customers.

Desired Settlement: I would like Nikon to issue me a refund for D600 so I can purchase a new camera. I bought the camera on Dec 2013. Started noticing the issue in January. Didn't use the camera much but since now I have started a business it has become a necessary. If Nikon can agree on issuing a refund I would be glad to send the camera back.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

****** *****

10/22/2013 Problems with Product/Service | Complaint Details Unavailable
10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While repairing my camera under warranty, Nikon, Inc. either lost, misplaced or stole my 1 GB sd card in a clear protective case I sent to them and they will not send me a replacement card in a case. I have wasted hours of time and energy on this situation for what amounts to $12 in cost. They are either dishonest or incompetent and they need to be held accountable. I sent my camera, via UPS to Nikon Service Center in ********* ** on September **, 2013. I took a photo of the camera, a 1 GB memory card in a clear plastic clamshell case and a Nikon battery just before I wrapped them in bubble wrap and put them into a small cardboard box (also visible in the photo). I put the small box inside a larger box with additional packing material. September **, 2013 I received a confirmation email stating Nikon had received my camera but there was no memory card with the camera. I immediately called customer service about this. I was told by ******* *. to email the photo and they would look into the situation. The same day, September **, 2013 I emailed the photo as well as a request that they confirm that they found the card. September **, 2013 I received an email from ******* *. stating she received the photo, the camera was being shipped back to me and to call if the memory card was not returned with the camera. I then received a large box from Nikon with someone else’s obviously used 1 GB memory card in an envelope inside the box. There was no protective case and the card had a scratch/dent in it. September **, 2013 I called and spoke with a rep. named ****** *. who clearly could not grasp the situation. Even though I had received an unacceptable card, he told me I should call if I got my camera back without the original card. September **, 2013 I received the repaired camera without a memory card so October *, 2013 I spoke with ******* *. who was unable to help in any way. I then spoke with **** *. who assured me she would look into the situation. October *, 2013 **** *. emailed that an 8 GB sd card was being shipped to me. October *, 2013 I sent an email stating that I did not ask for or need a larger card, just a replacement for the one I sent. I received an email back stating this was the card available for them to send me. Unfortunately, October *, 2013 I received the 8 GB sd card but it was not in any kind of protective case. October *, 2013 I emailed **** *. to indicate that this unprotected sd card was unacceptable, that I just wanted a card with at least the capacity of the one I sent to them, in a case. Furthermore I am more than willing to return the unopened 8 GB card and the used 1 GB card if they pay for return shipping as long as I get the equivalent of the card I sent to them in good faith on September **, 2013.

Desired Settlement: I would like a card in a protective plastic case that has at least the 1GB capacity of the original I sent to them. If they are unable to send me one, I want $12 to buy one myself as described above. I would also like other people considering Nikon repair services to know that this service center has problems returning customer's property.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Below is the email I received from Nikon. I received the plastic case mentioned in the email. This, along with the SD card they already sent will replace my property they lost. After I submitted the complaint to you they responded very quickly.

Thank you for your very valuable service. I have used the BBB to research businesses in the past and this experience reinforces my high opinion of your organization.

 

*******Nikon's Response*****************************************************************************************************

**** ********* **** ***** ****** **** **** **** *** ********* *** **** ******** **** ** *** *** ******** ****** *********** *** **** ***** ******** ******** ************************* *********** ****** ******* ********** *** *** ** *** ********** *** ** **** ***************************************** ***** *** *** ********** ****** ******** ***** **

*****************************************************************************************************************************

 

Sincerely,

******** ****



 

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Nikon D800 full frame camera with my friend at Best Buy on 7/**/2012. It is a really expensive camera and costed me about $3000. I am very very disappointed with the quality of this camera. The focus system had some problems and a lot of customers had similar problems. I can hardly imagine such an expensive high-end camera had such kinds of problems that I cannot even take a normal picture. I sent the camera to Nikon's repair center in NY in Nov 2012 but Nikon refused to repair for free for me even the camera was still in 1 year manufacturer warranty at that time. Nikon said this camera was bought from **** thus declined the free repair. I then faxed them the original receipt upon their request and called Nikon customer services for several times. Here I also want to complain about their CS staff. It took me every time almost half an hour to get through and their CS were not that helpful. Finally, on 12/**/2012, a man named ******* picked up my call and approved my original receipt. He said at that time "everything is all set". I was happy. But after one month, when I came back from my Christmas vacation, I still did not receive my camera from Nikon. I called their CS again and again was told that they cannot repair for free since I bought it from ****. I was furious at that time because I faxed them the original receipt (I can still find this receipt in my Nikon account) and they approved that before I left for vacation. Now they changed their mind. How can a company like Nikon perform like this. Their products the D800 had such a severe problem and they refused to take the accountability. I saw a lot of complaints about this camera, especially for customers like me who bought immediately after release. Since I had another trip and needed to use it soon, I had to pay $236.50 in order to use it. The most funny thing is even after Nikon got paid, they was still reluctant to repair. I had to call them again to accelerate the work. Finally I got the repaired camera on 01/**./13. The camera seemed OK. The focus system worked but at a very low speed. The focus speed was even lower than my D3100, a entry-level DLSR. I had no idea if it still had any problem or not. Also, after months of bad communications with Nikon, I lose the confidence of their products. I sold my D800 later at a very low price.

Desired Settlement: I was the original owner of the camera when I sent to Nikon for repair. I still have it in my Nikon account. It was within one year warranty when it got repaired. I should not pay any fee. Please refund me the repair charge of $236.50. Also, I ask for some compensations ($200) for the bad quality of this camera and the loss when selling it later.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID *******.

Sincerely,

*** *****

Business Response: On November **, 2012 Nikon's Melville, New York repair facility received a Nikon DSOO camera bearing the serial number ******* from *** *** ***** of *** ****** ***** ******* ***
*** ***** did not however include with the camera the necessary proof of purchase for the camera from an authorized Nikon dealer, one of the items necessary for the camera to be eligible for warranty service under Nikon Inc. 's one-year limited warranty.  Nikon advised *** ***** to forward the proof of purchase necessary for us to commence the evaluation for warranty service.

After receiving the proof of purchase, Nikon examined his camera and found impact damage to the camera in the form of a bent and broken aperture.  This type of damage to a camera caused by misuse, abuse, negligence or accident is not covered under Nikon's one-year limited warranty.  Such damage to a product that takes it out of warranty coverage might have occurred without the consumer's awareness; although it occurred while in their possession they may not be aware the damage occurred.  Nikon forwarded an Estimate by email on November **, 2013 and by US Mail on November **, 2013 to repair his camera, advising him that the repair for such damage would not be covered under Nikon's limited one-year warranty.  If *** ***** wished, Nikon  would repair his camera for a cost.  On January **, 2013 *** ***** approved Nikon's Estimate to repair his camera for a cost of the Estimate.  Then, with *** *****'s authorization to do so, Nikon repaired his camera by replacing the aperture cooperation, adjusting the auto focus operation, checking the shutter mechanism, the communication and the finder unit.  In addition Nikon cleaned the CCD and performed a general check and clean to the camera and forwarded the repaired camera to him via UPS.

In accordance with *** *****'s wishes to have this camera repaired by Nikon at a cost, Nikon pe1formed the repair with *** *****' s approval.  Under these circumstances, Nikon does not feel it is appropriate to offer any settlement in this matter.

Sincerely,

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Returned AF-S NIKKOR 50mm f/1.8G lens for refund, of purchase price, $152.96. Nikon reports that refund will not be given for 4 to 8 weeks. This is an unacceptable amount of time to wait for refund on item. Item was returned via UPS and received by Nikon on Friday 9/**/13. UPS tracking # ******************. Order ID: *********** Order Date: August **, 2013 Return Reference Number: *********

Desired Settlement: Would like refund of $152.96 immediately.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

9/23/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Coolpix camera for my mother for Christmas 2012. The first time she tried to charge it, in January 2013, one of the internal USB connectors bent inside the USB port on the camera. We sent it in for repair and it was not a covered repair under the Nikon manufacturer's warranty because they claim it was human error. My mother was using it in normal fashion and not being forceful and they still claimed it was her fault and wanted to charge $100 for the repair. The camera only cost $65! Their customer service department was no help and refused to budge on the policy. The camera was obviously defective, a critical piece broke after one time of trying to plug it in and Nikon did nothing to help us. I will not be purchasing another Nikon product ever. I purchased that camera in good faith and feel swindled that they are trying to charge $100 to fix a $65 camera.

Desired Settlement: I think that Nikon should have to repair the camera at no charge under the warranty, because it should have been a quality product and did not perform as such.

Business Response: Nikon Inc. is in receipt of your reminder letter dated July **, 2013 regarding the complaint filed by *** ******* ***** under case number *******.   Please note prior to this reminder letter from the Better Business Bureau Nikon Inc. had not received a communication from you regarding *** *****'s matter.

However, to respond to the concern in your reminder letter, please be advised that on June *, 2013 Nikon Repair received *** *****'s Nikon Coolpix S3300 digital camera that she reports giving to her mother for Christmas 2012. Upon receipt, Nikon technicians examined the camera and found that the pins to the USB port of the camera were bent. This type of damage to a camera is a result of pressure when inserting the cord incorrectly or otherwise inserting something other than the cord into the camera's USB port. While Nikon cameras are covered by Nikon's one year limited warranty, any camera which has been subject to misuse, abuse, negligence or accident is not covered under Nikon's limited warranty. Such damage to a product that takes it out of warranty coverage might have occurred without  the consumer's awareness; although it occurred while in their possession they may not be aware the damage occurred.

Nikon forwarded a repair estimate to *** ********** and advised her that this type of damage is not covered by Nikon's one year limited warranty. On June **, 2013 *** ***** refused Nikon's estimate to repair her camera and requested that her camera be returned to her unrepaired. Nikon complied and under these circumstances there is nothing further that Nikon can do.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****



 

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed online order for sale item, AF-S NIKKOR 50mm f/1.8G (Refurbished) Product Number: 2199B, on sale for $152.96, the order # is ***********. When I did not receive an order confirmation email, I checked order status and noticed the billing address was incorrect. I contacted Nikon Customer Service to have billing address corrected, and was told by the Nikon Customer Service rep that she was unable to correct the billing address and order # *********** would not go through. The Nikon Customer Service rep stated she would cancel order # *********** and I should re-order item. I re-ordered item with correct billing information, (order #***********). Later that day, I received order confirmation of 2 items (order # *********** and order #***********) and UPS shipping notification of the 2 orders. I did not intend to order 2 items, but again, I had been advised by the Nikon Customer Service rep that original item (order # ***********) would be cancelled and to re-order item. The only option remaining is to return the original item (order # ***********) that was to be cancelled, and receive a refund. If the Nikon Customer Service rep had correctly advised that original order (order # ***********) was going to be processed and sent, even with incorrect billing address, I would not have placed 2nd order (#***********). Since I had attempted to only order the one sale item, (order # ***********) paying for return shipping would negate most of the discounted savings from the sale that prompted me to order in the first place. I should not be responsible for return shipping charges for original order (order # ***********) since I had been told by the Nikon Customer Service rep the order would be cancelled and to re-order. I have attempted to clarify and resolve this issue through several phone calls to Nikon Customer Service, including speaking to a **********, ****** ** Every person contacted has repeatedly stated they would or could not provide return shipping for merchandise; the **********, ****** ** stated the matter would have to be escalated further and could not be resolved during weekend hours. Since the Nikon Customer Service rep I originally contacted failed to cancel order (order # ***********) despite advising me she would do so, and further advising me to place a 2nd order since the original order would not go through, I would like a pre-paid return label, or to be reimbursed for the return shipping charges for original order (order # ***********).

Desired Settlement: Prepaid return shipping label or reimbursement for return shipping for order # ***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

8/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We own a photography business; we own about $70,000 in Nikon gear including about 8 camera bodies. About a year ago we had a problem with one of our D3 camera bodies (serial number *******), so we sent it to Nikon for repair. According to Nikon, because of some minimal wear and tear on the camera body, they determined that the camera was dropped. To the best of my knowledge, it was NOT, but we had no other option than to pay them nearly $500 for repairs (they replaced the viewfinder, the mirror box, the lens mount and a few other minor things). Since then, the camera has worked intermittently, and has been back and forth to Nikon almost every other month. We sent it in in April of 2012 for the original repair, received it back and it worked on and off. We sent it back a few months later (roughly last August) and they turned down the warranty repair stating it had been dropped (which is why we paid nearly $500 on the original repair) and that even though it was in the 6 month "re-repair" warranty, they wouldn't cover it. I tried sending it back in a few months ago (roughly this past March) and they said it just needed a minor repair, and that it would be covered under the warranty. They repaired it and sent it back. It continued to work on and off (focusing issue) and again became unusable so we sent it back in last month... only for them once again to tell us that the warranty is not honored because of "impact damage." Whenever they receive a camera in that has suffered "impact damage" they take very detailed photographs of the areas they prove impact damage. If they look at their photos that THEY took, they will see that there has been NO additional damage; only the "damage" that they documented last April. It takes forever to get anything from Nikon because when you call customer service, they just jot down notes, then email those notes to the real service department, who then relays their decision back to customer service, which then passes the information on to me, the consumer.

Desired Settlement: I want Nikon to either finally fix this thing like they should have originally, or give us a replacement camera. This camera has been virtually unusable for over a year now, and even though its still under warranty, Nikon is doing nothing to help us.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ****



 

7/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Nikon Service botched a repair last year and when I confronted them about this they have stalled and not responded. I made several inquiries and it has been weeks with no response. I sent complaint letters to the corporate Customer Service department and have not heard back from them either. I want this lens fixed at no charge since your service department did not fix it properly the last time it was in for repairs. I should not be made to pay twice for repairs when your technicians did not fix the lens properly the first time (and did not even tighten the front glass of the lens). The lens was "repaired" last year after the autofocus failed and it still does not autofocus properly and the repair facility introduced dust to the inside of the lens.

Desired Settlement: I want the lens repaired at no charge. I paid them last year to fix this problem and it was not repaired properly.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Service has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,
**** *******

6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent my D7000 nikon in for repair. Still has the same problem.This is the third time the camera has been in for the same repair. First reported problem to nikon 10/**/12. Will not focus, colors not right.

Desired Settlement: I would like a new D7000

Consumer Response:

Better Business Bureau:

At this time, my complaint, ** ******* regarding Nikon Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,
******* ******

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A company did work in my home and damaged the LCD screen on top of the camera. Their insurance was paying for the repair. I went to the Nikon repair website and scheduled a repair. It gave me an estimate higher than what the insurance adjuster had been told. I called them and was told you authorize the most it could cost in advance, and then if is less they charge you the lower amount instead. I sent the camera in and was waiting and waiting...the website didn't say any action was needed on my part. I called and was told they were waiting for my authorization. In the course of that conversation I was given 3 different prices, followed up by a confirmation message with a fourth price. At no time was I ever told that they were going to do anything more than replace the broken LCD screen. When the camera was returned, the invoice stated that they had also replaced the bayonet mount. There was nothing wrong with the bayonet mount, and each time I demand an explanation of why they replaced it and charged me without my authorizing that repair or that extra charge, they tell me "they must have found something wrong. We can't release anything that doesn't meet factory specs when it leaves here." That's nice, but I don't pay mechanics who pull the little extra repair stunt, and I should not have to pay these people either. I still have not been given any evidence whatsoever that this extra repair was needed. I've never had any problem with the bayonet mount. Copy of the online conversation can be sent if you provide me an email address.

Desired Settlement: Refund the extra amount I was charged for the unnecessary repair which I did not authorize and was not told about.

Consumer Response:

At this time, I have been contacted directly by Nikon Inc. regarding complaint ID *******, however my complaint has NOT been resolved because:

[Your Answer]

They contacted me in response to my continued complaints to them, not in response to my complaint to you. They still insist they repair all damage because the camera had impact damage. The only thing wrong with the camera was the damaged LCD screen. They replaced the lens mount, which had nothing wrong with it, more than doubling the cost of the repair, and have not presented any proof there was anything wrong with the lens mount, nor did they return the damaged part. I contacted them for a broken LCS screen and did not authorize any other repairs, and they did this without consulting me.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

 

Sincerely,

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

The last communication I received from Nikon was that they were not going to refund the disputed amount because that was their fee.
Today I went to the bank and noticed the account associated with the card I used to pay Nikon had a lot more money in it than I expected. Nikon had refunded $92.00.
Thank you for your help.

Sincerely, 

********* ****** 


 

5/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Nikon D700 camera along with extended warranty (2 years additional coverage). The camera is working perfectly but the rubber grips on the camera body are detaching - it is not a result os mistreatment - the camera is in mint condition, but the rubber grips seem to be a weak point ofNikon bodies and since this was an expensive piece of equipment I wanted to have ti properly covered in case something like this happens. I recently send the body to ********* service center for repair. The service estimate came back as B1 - minor repairs, but not covered under warranty. I tried to inquire about the reason for no warranty coverage about three times since the camer was sent in and keep being bounced around between different people but nobody seems to be able to do anything. The last person I called now tells me that the camera isd not covered because it was abused and is impact damage. I sent the camera in in perfect condition, properly wrapper with Fedex employee checking the quality of the packing so I do not understand what sort of impact damage could be done. Based on internet search this seems to be a common response of Nikon INC - they sell extended warranty but once somebody tried to get equipment repaird under warranty they claim impact damage and get out of the warranty repair. After the last phone call I am now really concerned that somebody did something to my camera on the receiving end and I have no control over it.

Desired Settlement: I think in this case Nikon should honor the warranty instead of trying to avoid the responsibility. They must have a recording of all my phone conversation and there was nothing that mentioned impact damage in the original repair response and during our previous conversation. The personell answering the phone also provide confusing information - first call assured me somebody will lokk into it the same day, second person two days later told me next day again and when I called today they told she won;t be back until Sunday and nobody can check her conversation with the service center until she comes back. Than the next person who was her supervisor decided that the camer is impact damaged without any proof and now that is their position.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Once the warranty acceptance was resolved Nikon Technicians did excellent job restoring the camera. All required parts were repaired and camera came back as new. 

Sincerely, 

**** **** 




 

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased brand new Nikon D600 in September, 2012. Not long after that we started noticing the issues with the camera. The sensor got some spots (most likely an oil spill), some vignetting appears on the side of the image, and we start having issues with the sync speed when using strobes (dark area appears on the image). The camera is still under manufacturer's warranty, and we sent it to the Nikon Repair and Service Center - Nikon Inc Los Angeles. However, when we received the camera back, the issues described above were not fixed. We contacted Nikon USA and told them about it. The only thing they did, they sent us the shipping label so we can sent them the camera again for the repair. We sent the camera for the second time and when we received it, again, the issues still were not fixed. Then we contacted the supervisor of Nikon USA and he told us to ship the camera for the repair again. We sent it for the third time, with the note, describing in details all the problems and requesting the exchange of the camera. However, the third time was not successful either. We received the same camera back, and the issues with the camera were still there. Now we sent the camera to the repair for the FOURTH time already requesting for the exchange but they are saying that they not going to exchange it. This camera is obviously defective, however, the Nikon USA does not want to admit it, and does not take any actions - neither repair it or exchange for another camera. Three times they sent it to us without repairing it and we don't believe they will repair it this fourth time. The only solution we see in this situation is to exchange the camera.

Desired Settlement: Either to replace the camera or exchange for another full frame camera model.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Inc. has been resolved. However, it took more than a month to resolve an issue. 

 


Sincerely,

****** ***********

4/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon CookPix P510 camera on 9/*/2012. After only a few times using the USB Cable to download pictures from the camera the USB Cable has stopped working. This is covered under warranty so I contacted Nikon via their online service link on 3/**/2013. I was instructed to fax them a copy of my purchase receipt which I did right when I received their fax phone number. I have contacted them twice more after that as I have not heard anything back and can now get no response at all. I have pictures sitting on the camera that I cannot download and now it's the day before Easter when I really needed to use the camera and due to this problem I cannot. I purchased a Nikon because I thought it would be a good investment, however I have never had a product go bad in the past even with cheaper brands of cameras. I'm not only disappointed with the poor quality of the merchandise but also with the lack of response regarding my warranty claim.

Desired Settlement: I simply want the USB Cable replaced and the warranty extended on that part

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Inc. has been resolved.  

After waiting three weeks, being told the USB cable was being shipped, and waiting another week and not receiving the defective part replacement I checked my complaint number on-line at Nikon.com and the file had been closed (?).  I called the phone number listed and after being put on hold several times was told the part was not covered under warranty but I could buy it for $10.99 on their website.  The part IS covered under warranty and when I explained that and the fact that I had been promised a week earlier that it was being shipped I was put on hold again.  Then I was told my information would be passed to a supervisor.  ANOTHER week later I finally received the part in the mail.  Very poor customer service and to this day no one from Nikon has apologized or followed up.  

Bottom line is I got the part and was able to download our vacation pictures after over a month of waiting.  

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

***** ***** 

4/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Nikon Coolpix L810 through the Dell.com website on 12/21/12. After owning the camera for about 30 days, it began to shut itself off after taking only a few pictures. I went through several new battery packs thinking the batteries were the issue. This was not the case. I spoke to Nikon and was told to ship the camera to New York for repair. After going back and forth with Nikon several times over the warranty, my camera was allegedly repaired and sent back to me. Upon receipt of the camera, I tested it out. It came back to me with the exact same problem, only this time, a little worse! Now the camera shuts off completely after a few pictures, and when I turn it back on it automatically defaults back to the Set Up program. This is incredibly frustrating!!! I want the entire amount I spent on the camera refunded OR I want a brand new camera. Immediately. We have a family trip planned in 3 weeks, that we have been saving up for for over a year.

Desired Settlement: Either NEW CAMERA or COMPLETE REFUND!!!!

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Nikon Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

***** *****