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Metropolitan New York, Long Island, and the Mid-Hudson Region

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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 16 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 238 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

238 complaints closed with BBB in last 3 years | 166 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 1
Delivery Issues 8
Guarantee/Warranty Issues 52
Problems with Product/Service 165
Total Closed Complaints 238

Additional Information

top
BBB file opened: December 01, 1960 Business started: 01/01/1953 Business incorporated: 01/01/1960 in
Business Management
Mr. Hideo Fukuchi, President
Contact Information
Principal: Mr. Hideo Fukuchi, President
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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Additional Phone Numbers

  • (631) 547-4200(Phone)
  • (631) 547-0299 (Fax)
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Complaint Detail(s)

11/21/2014 Problems with Product/Service
11/11/2014 Problems with Product/Service
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.

4/9/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
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,

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



 

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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. 

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2/21/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
2/21/2014 Problems with Product/Service | Complaint Details Unavailable
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,

**** *****



 

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2/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
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2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Nikon Coolpix s9300 Camera was purchased on June *, 2012 from Target in the amount of $280.00. The camera was kept in a case and was used recreationally by my 18 year old daughter. On approximately January **, 2013, she turned the camera on to show us some pictures she had taken and the lens popped off the camera and fell onto the floor. The camera was not dropped. She sent the camera to Nikon, and it was received by them on January **, 2013. Their repair order stated that the camera had impact damage, and that it would cost $145.75 to repair. She called Nikon to dispute the statement that it was dropped and to discuss the repair bill. She was getting a hard time from the operator, so I got on the phone. i inquired about the cost and was told that's just the way it is. At that point, I requested a supervisor call me. This never happened. My daughter called again several days later. This operator was helpful and told her that she would forward the inquiry to the warehouse. The warehouse sent her pictures of what they said to be impact damage, and she again called to dispute the statement because the pictures they sent her were of dents that occured when the lens popped off. This time she was told that the price was non-negotiable and the warehouse would send her more pictures. After talking to two additional people she finally told them that she demanded her camera back. They tried to force her to pay return shipping, which she refused to pay.

Desired Settlement: I expect the camera to be repaired at a reasonable cost. If the camera was made properly, the lens should not have popped off when the camera was turned on. The cost to repair a 6 month old camera should not be half of the original cost.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ****

Business Response: Nikon received *** ****** camera and found damaged caused by some drop or impact. See the attached photo showing a large piece of metal scraped out of the camera. Unfortunately damage caused by misuse or impact cannot be covered under the terms of the warranty. If *** **** would like to return the camera to Nikon for service we would offer a 50% discount on the service costs.
***** ** ******

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

Complaint: The Nikon CoolPix camera purchased for a Christmas present does not perform as advertised. The camera is unable to focus fast enough to capture a clear picture of anything but an immovable object. We are unable to get a clear picture of our grandchildren. Nikon was contacted but used a 14 day unopened policy to avoid a refund. Promises made to follow-up from their telephone support area were never kept despite several calls made by us to resolve the dispute.

Desired Settlement: refund of the $200.00 paid for the camera.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ***

Business Response:

*** *** contacted Nikon about a refund for a camera in later January 2013, well past the 14 day return window for his purchase. Nikon offered to help with camera operation, to review sample images of have the camera checked by Service but cannot provide a refund outside of the return policy. If the customer is still having issues we would like to assist in usage to get the best results. Please call at your convenience ###-###-####.

 

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

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

Complaint: I bought a D7000 in June and soon started to notice some focus issues. After doing some research online I found quite a few articles noting focus problems on the D7000. I called Nikon and they said to send it in for warranty repair. That was in Oct. I waited to send the camera in because I had so many jobs to shoot. I dealt with the problem and made adjustments. I sent in my D7000 camera on Dec. **** to be repaired for a back-focusing issue. Nikon said they cleaned the camera and updated software and sent it back. The problem was still there. I called the Tech line and walked thru a lot of settings with the tech person and she then asked me to send in images showing the problem. I sent in 3 images and she agreed that there was a problem and it needed to be sent back in for work. Nikon emailed me a 2day shipping label. I sent the camera back in on Jan ****. The online status showed B2 which says major parts replaced/moderate repair. 2 days later the status was still B2 but notes said "no problem found no redo" and then status changed to "bill" the next day. That was Jan.****. On Friday Feb. *** I called to see what was going on. I was informed by ******* that the camera was waiting to be shipped back. I asked for details on what was done and proof that the problem was fixed this time. Of course neither her nor I can contact the service dept. directly. She told me she can read the notes to me and email the service dept but that is the only communication possible. The notes said no problem found and they checked the mirror angles, auto focus unit, and cleaned the sensor. I told ******* I did not want the camera back if it had not been fixed. I want it tested and actual images taken with it to determine the problem. ******* told me my 3 images that were sent in did not go to the service dept and she could not forward them. So she said she would send them an email explaining the problem and my concerns. Keep in mind I had also included a detaied note of the problem the camera had with details of how the images were taken plus all of my contact info along with the camera. ******* said she would contact me when she heard from the service dept. It is now Tues and I have heard nothing! I called and asked for ******* this morning. She was not in but a note was left for her to email me when she comes in. Still nothing. After reading other complaints online about Nikon service I fear that my camera is going to come back not being fixed again. I have been without it now for well over a month. The communication is non-existent and service is bad.

Desired Settlement: I really want my camera repaired but after 2 attempts if it still isn't working right I'd like to have a NEW D7000 replacement. I can't be without my camera any longer.

Business Response:

*** ********* worked with Nikon Technical Support and Repair in February 2013 on what issues were found and how we corrected those and we have not heard back from her since 2/**/13. If customer is still having issues we’d ask she contact us again at ***************

 

 

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

2/20/2014 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.

 

 

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

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

Complaint: I have returned a nikon 55 to 200 zoom lens to nikon in Melville three times witin in 2 months for repair. Repair orders *** ****, *** **** and *** ****. Each time Nikon was unable to repair the lens. On Feb *, 2013 I was told by Nikon that they would send me a new lens as soon as they saw that I had shipped out my old lens. Nikon received my lens on Feb * 2013 and I have yet to receive even a tracking number for my replacement lens. Tracking number is **** *** **** *** ****. I was also told by ****** today, 2/*, that there was no movement on the tracking number, which you can clearly see has been delivered to nikon on 2/*. Attached is a copy of the email I received from ***** on 2/*, which can be verified though your online system. Dear **** *****, Thank you for your patience in regards to your 55-200 mm lens. At this time I would need for you to send in your lens and once there is movement on the UPS label our service manager will send you your new 55-200mm lens. I apologize that this wasn't handled with the utmost care from the beginning and I hope that I have helped to resolve and better your experience. The following part of the message will explain how to get your labels in order for you to print them out. I also will be forwarding you any information that becomes available for your new lens as soon as possible. Again I apologize for inconveniencing you and I hope you enjoy your weekend. *** Please do not reply to this email as we will not be able to reply to any emails from this address. If you have any further questions please visit ******************************* *** 1) Please print the attached PDF file to attach to your shipping box. >Log onto http://******************** >click my questions >click this subject line >click update questions and you will be able to see the PDF. 2) Pack your equipment carefully in a shipping box with several inches of a quality packing material completely around the equipment. Please do not ship products in their original boxes. Accessory items, like straps, should be removed. 3) Enclose a letter explaining the reason for returning the equipment and your return mailing address. 4) Call UPS at or***** ****************** to locate an office in your area. If you choose to have UPS pick up your package at your residence or place of business, you will be responsible for any additional charges UPS may apply Sincerely, *****

Desired Settlement: At this point I would like a full refund of purchase price for both camera and lens. I have been unable to use my camera since nov **, 2012 since my lens has been with Nikon for service. I don't see an end in sight to this nightmare. Total price for camera and lens is $882.74.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****

Business Response:

Nikon regrets the repeated issues with *** *****’s lens and any miscommunication on our part. After Nikon received her defective lens we replaced it with a new one on Feb **, 2013 and have not heard from her since. If *** ***** continues to have issues please call us at ***************

 

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

2/20/2014 Advertising/Sales Issues | 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,

***** *****



 

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

Complaint: I have been working with Nikon for a long period of time trying to resolve my camera issues. First, it took several weeks to send to me a shipping label via email which I paid for on the online repair order form. Then, I finally got the repair done and received my camera. It then had a secondary issue in that it wouldn't upload pictures to my computer. I contacted them again and had a reasonable wait, got a second label and got a free repair for this issue...however, upon receiving my camera today (many weeks after starting this original repair process) it did not include the USB cable I sent along. The Invoice stated that I did not send a USB cable. Customer service wasn't able to help and was referring the case over to repairs (service) so again, here I sit with a camera that appears to be working (although haven't yet tried it since getting it back) but no cable to upload pictures. I want this repair to be complete and done today! Now, I sit and wait for departments to email back and forth within Nikon. I am very frustrated with this company, near tears, and will never purchase a NIKON camera again.

Desired Settlement: I hope to get the USB cable back and have the camera functioning. I have a feeling it will be the same, as the Invoice says they checked the USB connector (did they try to upload a picture?), and it states they found nothing wrong, so just cleaned the camera. Also, I am filing this complaint due to the lengthy time I have been without my camera (I was plannning on taking senior pictures for my son). I am so incredibly frustrated with NIKON"S service.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Nikon Inc. regarding complaint ID *******.  Nikon has, however, sent me a new cord to replace the one they claimed I did not send them.  I will no longer do business with Nikon.

Sincerely,

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

Business Response:

Nikon regrets that we failed to meet the customer’s time deadline and there were issues with a missing cable. Clearly this is not how we would like to handle customer issues and in this case we did poorly. We finally resolved the issue by overnight shipping a new cable on December *, 2012 and I believe the issue is now resolved.

 

 

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

*** ******* *******; ******** **********

 

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,
** **** ******



 

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Additional Notes

Complaint: I ordered and received a Nikon D600 camera from B&H Photo Video online. Their website is ***************************. They are an authorized Nikon dealer. After receiving the camera, I noticed some dirt on the image sensor, visible in many pictures taken. I chose to contact Nikon for warranty service. They recorded my information and the serial number of the camera, provided me with a UPS tracking label, and I sent it in for them to service it. A week later, Nikon informs me that the camera I received from B&H is considered "Gray Market" and Nikon will not service it under any conditions, even for a fee. Upon learning this, I contacted B&H directly and they disputed this information, stating that they do NOT sell "Gray Market" cameras. I then asked Nikon how they can tell that the camera is "Gray Market". They would not tell me. I then asked where I should purchase a camera to avoid acquiring a "Gray Market" camera. They replied that I should purchase a Nikon camera from a reputable source such as B&H Photo Video online. It is at this point in the exchange that I'm confident they are not listening to anything I am saying because I had told them multiple times that the camera was indeed purchased from B&H Photo Video. I then also sent them a copy of the US Warranty Card, complete with matching serial number and statement that the camera was indeed a US market camera. Nikon refused to acknowledge the warranty. I then asked if, in the future, I could call Nikon directly and confirm serial numbers to ensure I do not end up with another so called "Gray Market" item again. They refused, stating that I can only know when an item is sent in for service.

Desired Settlement: So my conclusions are: 1) I cannot know if my item is "Gray Market" 2) Nikon won't tell me how to know. 3) They won't tell me how they know. 4) They won't confirm that I have one unless I send it in for service. 5) They won't honor any warranty or service conditions if they determine it is "Gray Market". So how am I, as a consumer, supposed to purchase a Nikon product and expect any warranty or service for it when Nikon can, at their whim, declare my warranty void using some criteria that only they are allowed to determine, control, and identify? Am I supposed to immediately send every Nikon product to them, just to verify it has any warranty coverage? Or am I supposed to wait until a $2000 camera breaks and then find out it has no warranty/service when I need to get it serviced? Either: They should resolve this issue with B&H Photo Video to identify which cameras are "Gray Market" so that B&H can be informed and stop selling them. or: They should be required to honor a warranty if I have a US warranty card or: They should be required to inform me over the phone and confirm serial numbers as legitimate in a timely manner, without sending the camera in for service.

Business Response:

The serial number provided by the customer did not seem to be a camera imported or sold by Nikon Inc and thus would be a “Gray Market” camera meant for another market which we cannot service, a somewhat common issue. We explained this to the customer who was appropriately upset.

 

After receiving the BBB complaint we contacted the customer and found that he had exchanged the camera for one with a US serial number from his dealer and is satisfied with the product.

 

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

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

 

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Additional Notes

Complaint: I have a Nikon CoolPix L24 camera, this is the second time a piece has broken on this same camera, the first time the camera was broken and was fixed then I was given a 6 month garantee that if the camera broke in any way it was still be fixed. Less then 3 months later the "same" piece broke. I tried use a dab of glue to fix it myself so I would not have to deal with their VERY SLOW responce system but it did not work, but did not change the condiction of the camera's damage either. So I called into the proper contacts offered on Nikon Inc. and talked an employee named ***** *. (Reference Number:*************) and told her my problem and my attempt to fix it and she comfirmed, while I was still on the phone with her, with her supperviser that I would still be eligable to get my camera fixed along with provided shipping labels since it was still under warranty. I waited a week for the labels I was supposed to recieve and instead got a letter from the company saying that I would not be getting the labels but if I felt I still wanted my camera fixed I could send it in for repairs. No further responce. I posted a question on their wedsite asking why I was suddenly denied and the only responce I got to that was a copy of my question, with no answer and i also provided a phone number for them to contact me and still no responce. I have also sent them a second email stating that this is unacceptable business manner and will require an explaination within the week prior to this complaint.

Desired Settlement: I want to have my camera repaired with the shipping labels provided like they have agreed apon my phone call, if they do not wish to do this then I want a refund for the amount of this camera and an apology for such unacceptable business management.

Business Response:

Customer’s battery door broke (generally caused by inserting the batteries upside down and forcing the door closed). Service by Nikon but then when it broke again customer used glue to attempt to fix herself. We asked her to send the camera back for re-repair in January 2013 but have not received it. Customer should send the camera to us and we will offer a complimentary repair assuming no extra damage is found.

 

 

 

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

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,

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

P.S. I would also like to make a suggestion on this particular issue, in future camera crafting please note that such parts should not be made of plastic or attached directly to whole front cover of the camera.

Also I am planning on purchasing a SLR camera in the near future do you have any suggestions, or would there be any suggested coupons for a new purchase?

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Additional Notes

Complaint: I purchased a Nikon Coolpix S4300 camera on 11/**/2012 for a xmas present. I purchased this product on the ********** website, and received my camera on 12/**/2013 via a vender ****** ******, L.A Calif. I presented this camera to my daughter on 12/**/2012, she used the product approximately one week, when the camera ceased to function.(would not charge battery,or turn on). At this time, the 30 day return policy was void. I contacted Nikon on 01/**/2013.(###-###-####). I was instructed to send the camera in for repair, at my expense! even though this was a new product. I complied, and mailed the camera on 01/**/2013. I received my product back on 01/**/2013. The camera was unpacked, and to my dismay, the camera still would not turn on, or charge. (invoice repair# ********). I immediately called Nikon , and was told that the camera would have to be sent back again, however Nikon would email prepaid labels. As of 01/**/2013 3:53 pm they have not been received. I contacted Nikon once again, and talked with a supervisor (******). I requested a new product be sent to me,as this was a gift for my  daughter, and I thought it was unreasonable that she would be denied her camera for yet another three weeks. ******, refused my request.

Desired Settlement: I certainly hope, Nikon will revise, its procedures on defective new purchases,and review each case with special circumstances differently.

Business Response:

Nikon regrets that *** *****’ camera had to come in for service, however, we cannot offer an advance replacement as requested. I do see that we did re-service the camera in February 2013 and have not heard from *** ***** since. The issue is closed on Nikon’s side.

 

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

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]

 Nikon, is correct in the camera was serviced. However Nikon missed the point! I purchased the camera new for my daughter, and immediately had to summit the camera, not once but twice for repairMy daughter was denied use of her Christmas present for (6) weeks. I repeatedly requested a new replacement after Nikon failed to fix the issue the first time, to no avail The camera is functioning at present, no additional problems. I am posting this reply, for the sole purpose to inform buyers of the Nikon's customer service procedures on new purchased products. I am not requesting any form of compensation from Nikon. I was extremely disappointed in their customer service. Again! Nikon will not ever be on my to buy list, when camera shopping. A new broken product, should be replaced. A customer should not be required to have a new product sent in for service onetime, much less twice.

 


Sincerely,

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




 

2/13/2014 Problems with Product/Service | Complaint Details Unavailable
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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

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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

 

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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:http****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

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,

***** ******



 

2/12/2014 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.

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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,

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




 

2/10/2014 Problems with Product/Service | Complaint Details Unavailable
2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: product was sent to be repaired two times ,problem is not fixed.Called three times and was promised a shipping label to send product back. I was sent a e-mail that was to have a shipping label and it does not have one.

Desired Settlement: get rid of product

Business Response:

Due to a misspelling on the customers email address he did not receive the pre-paid shipping label sent to him. Once email was corrected *** ******* received the label and Nikon was able to service the product.

 

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

 

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 email from Nikon stating there was a prepaid shipping label in email ,I never could retrieve it.

I did not send product back. I had sent to them 2 times before and was not fixed and called ask for my money

back.  After not being able to getting shipping label I was not going to pay for shipping.

 

 

 

 

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


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




 

Business Response: Nikon has again re-sent the prepaid shipping label. If the customer continues to have issues please call us ###-###-####.

2/7/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
2/6/2014 Problems with Product/Service | Complaint Details Unavailable
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: COOLPIX L24 bought from Ritz Camera who is out of business and I cannot find my receipt SERIAL #******** It may be like 1 year and a few weeks old, it was just under or just over a year old, i think it was about 11 months old, but I am 72 year old woman and I really enjoyed this camera, your cheap plastic clip that holds the batteries in is the reason it broke

Desired Settlement: I hope you will do the right thing and get this fixed for me please

Business Response:

Customer never contact Nikon regarding her Service needs. *** ******** should call us (###-###-####) to arrange servicing of her camera.

 

 

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

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

 

2/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the company questioning a repair needed on my nikon camera back in october of 2012 after various e-mails having to do with the camera and the fact that at the time I was out of New York and that the camera was to be returned to me to my present location being Puerto Rico and not my new york residence which is the address they had on file we agreed on a price of 149.70 for repairs and shipping to be paid through my american express card. Once the repairs were completed the camera was shipped to new york which they claim was accidental. The camera was retured back to nikon and after difficulty tracking my camera I entered a series of other e-mails with one of there representatives. Now they are claiming that an additional charge is required for customs fees. I refused the extra charge and have also contacted the credit card company which is launching a fraud investigation. I feel that the charge was undisclosed and I am under no obligation of any type of extra payment to them outside of what was agreed upon. I have dealt with many companies and have received other merchandise to the puerto rico address without such a charge ever being an issue. I am in Puerto Rico the duration of the winter months due to advice from my doctors because of health reasons. My incident is labeled as follows cool pix 8800 SO#******* and the incident # *************. I feel that the incompitance of the representative I've dealt with has been the main reason for the problem. ****** * has strung me along even though she was aware that my urgency in the repair was an upcoming cruise vacation which of course I ended up taking without having the camer with me and my camera has been in limbo for months I feel that if the camera had never been shipped to new york they wouldn't be trying to charge me extra. As of this morning I realized that after me letting them know that I've had enough and was going to seek assistance in resolving this matter the most recent e-mail was not from her but another representative signed ***** *

Desired Settlement: All I want is my camera back. I have no problem with the agreed upon amount of $149.70 as long as when I receive the merchandise it has been repaired and In one piece concidering all the traveling its done since I sent it out. I am not comftable with paying anything before examining the camera

Business Response:

Nikon regrets the delays in returning *** ******’s camera and has refunded all shipping and repair fees associated with the customers service.

 

 

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

Sr. General Manager; Customer Experience

 

2/3/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/31/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this camera at Sam's Club in Orlando, Florida. While using the camera the malfunction was that the cover of the batteries will open, therefore the batteries will come out and no pictures were able to be taken. Since the purchase agreement had expired, but the company guarantee was still effective, I decided to send it to the company to have it fixed.  They want to charge me for the service $72.14, $56.00 for the material and $12.50 for shipping plus tax. I originally paid $74.35 for the camera. I tried looking for that camera at Sam's and other stores and it seems that they were built with that defect or malfunction. If that model has been pulled from the shelves of all the stores, they should be able to send me a similar camera with the same features. I will never buy any products of that brand.

Desired Settlement: I want another camera that will be able to secure the batteries properly.

Business Response:

Customer’s camera was received by Nikon Service and an estimate provided to fix a broken battery door. It seems that excessive pressure or force was applied to the battery door (which could have happened if batteries were inserted upside down or the door wasn’t fully seated before being slid closed) and the latch was broken. This is not considered a product failure and isn’t covered under the warranty.

 

However, as a gesture of goodwill Nikon has offered the customer a 50% discount on the repair.

 

 

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

Sr. General Manager; Customer Experience

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

Complaint: Nikon will not honor warranty on a lens claiming it has "impact damage" I can not accept the fact that lens has any "impact damage" as it was never dropped or abused.

Desired Settlement: Honor the warranty

Business Response:

*** ***’s lens was received by Nikon with damage due to some sort of impact or abuse - not covered by our warranty. The repair estimate was reduced as a customer service gesture and the customer approved and paid for the repair in December 2012. As the lens sustained some damage Nikon cannot provide free service on this item.

 

 

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

Sr. General Manager; Customer Experience

 

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

Complaint: I am a professional photographer. In late June of 2012 I purchased a Nikon D800 camera body from a local dealer. Upon receiving the item and using it as I use any camera, I found the auto focus aspect of the camera to be defective, as well as the menu and playback functionality. As this is a high demand item, I decided to use the warranty of the camera and not return it to the retailer. I notified Nikon, where I was told to send it to a service center of theirs in California at my expense. Though turned off by the idea of paying for a warranty issue, I did so. I received the camera back 2 weeks later. After testing the camera, both of my initial problems still existed. I notified Nikon once again, and was told to send the camera back again at my expensive. I was appalled that I was once again expected to cover shipping costs across the country for an issue that is warranty related. I was eventually able to get Nikon to cover my shipping costs, and sent the camera out. About a month later I received the camera again, though not in a way I would have liked. Nikon failed to send me tracking information on the camera, and it was dropped over my property gate and left sitting hundreds of feet from my house. Much to my dismay, the camera still was not fixed in the slightest. Again I contacted Nikon, and was told I could write a letter of requesting replacement of the camera. I thought that was somewhat reasonable, and I did so and shipped the camera to them at Nikon's expense. Nikon disregarded my letter, and instead attempted to fix the camera once again. I received the camera back yesterday, and nothing is resolved. The camera is just as defective as it was the day I bought it. Throughout this process, my return period to the retailer I purchased it from has expired, and as relying on photography as my main source of income, I have been unable to commit to numerous jobs I normally would have been able to accept. Nikon is not timely at all in their responses to me via email, the only way I can actually talk to anyone at the company that has a remote clue what is going on, which just further delays my problem. This has been going on for 5 months nearly and I am still stuck with a defective camera. This item cost me $3,000 and I'm simply astounded that a company could treat a customer (who has thousands of dollars invested in their equipment) so poorly.

Desired Settlement: I demand that either my camera is replaced immediately- or a full refund. Nikon told me they "could not" refund me because I did not buy it directly from them. I do not find that acceptable, especially after all the hassle I have had to go through Nikon should feel lucky I will accept a WORKING replacement. If they send me a replacement camera that is still defective, I will not accept another and accept only a refund. A company as large as Nikon has no excuse to treat any customer as poorly as I have been.

Business Response:

*** ******* was unhappy with the performance of his D800 camera. After much back and forth about how a product should be tested and what an acceptable standard for performance should be Nikon management replaced *** *******’s camera with a new one on December **, 2012.

 

 

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

Sr. General Manager; Customer Experience

 

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
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 | Complaint Details Unavailable
1/31/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/31/2014 Problems with Product/Service | Complaint Details Unavailable
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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
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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 Guarantee/Warranty Issues | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Delivery Issues | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Read Complaint Details
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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
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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
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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 | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Complaint Details Unavailable
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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

1/27/2014 Problems with Product/Service | Complaint Details Unavailable
1/27/2014 Problems with Product/Service | Complaint Details Unavailable
1/27/2014 Problems with Product/Service | Complaint Details Unavailable
1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: For my husband's anniversary I purchased a CoolpixL610 camera--It did not have a complete manual--just a start up and a CD for the complete manual. I contacted them on 11/** and spoke to a ******* and she stated that she would speak to her supervisor and get back to me in 24 to 48 Hours.. On December *, I recalled and spoke to a *****, she advised me that her manager had placed a response on the computer that indicated that I could go the UPS, Kinkos or Staples and have a manual done... Now really, who ******* I just would not want to walk around with camera on shoulder with a "binder" in hand with 100 - 8 x 11 sheets of paper to suffice as a manual? I asked is there anything else available, she stated no, I could try. I did not think this was a very good way to present the camera -- we did have an older Nikon with a manual-- All I am asking for is a pocket size manual to go with the Coolpix L 610 camera.

Desired Settlement: Would appreciate a manual for operating the Coolpix L 610 camera -- Size 5 X 5 inches approximately.

Business Response:

As with many newer products Nikon COOLPIX cameras come with a printed “Quick Start” guide which covers the basics of camera usage and then an electronic “Reference Manual” containing more detailed explanations of each feature and function. Nikon does not print the Reference Manual but provides it on CD as well as digital PDF file for viewing on a phone, tablet or desktop computer.

 

We advised *** ***** that if she wants a printout of the reference manual she would have to print it herself as we don’t have the type of print she requested. I am sorry we’re not able to meet her expectations.

 

 

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

Sr. General Manager; 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:

Thank you for your response to my problem. I still do not feel that I should carry around a 8 X 10 folder with the instructions on how to operate the Nikon cool pix.. I DO NOT intend on purchasing a smart phone or i pad or anything similar to satisfy Nikon. I do feel and I am certain other people also feel that this should be provided with the camera at time of purchase.

The entire society if begining to get very numerical! Push 1 for spanish, 2 for tech support and etc....... Enough is enough!!!

?

Sincerely,

***** *****




 

1/25/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/24/2014 Problems with Product/Service | Complaint Details Unavailable
1/24/2014 Delivery Issues | Complaint Details Unavailable
1/24/2014 Problems with Product/Service | Read Complaint Details
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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
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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,

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



 

1/24/2014 Problems with Product/Service | Complaint Details Unavailable
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
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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

 

1/23/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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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
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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
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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
X

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, 

********* ****** 


 

5/28/2013 Delivery Issues | Complaint Details Unavailable
5/24/2013 Problems with Product/Service | Complaint Details Unavailable
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,

***** *****

2/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Nov. **, 2012 I received email notification from Nikon stating that they hhad received a lens I had sent in for repair and an invoice in thhe amount of $147.00 for the repair and an additional $12.50 for shipping. Given that I spent $146.95 for the lens I was surprised that he repair cost was so high. Further the lens was less than one year old and was well under the 5 yr warranty, so I was surprised to even see a charge. There are 3 plastic hooks that attach the lens to the camera body and when I switched lenses two of them snapped off. I called Nikon to ask about the charge and whhy it wasn't covered under warranty. The phone representative took down my questions and said they'd get back to me. On Dec 4, 2012 I received an email which was as follows: Hello *** ***** Thank you for contacting Nikon, Images of your impact damage has been attached. If you have any further questions please feel free to contact Nikon again. Thank you ***** Enclosed with the email, were 3 pictures of the lens that I sent in. I wasn't quite sure what thhe email meant. There was no inidication as to what Nikon had intended on doing with my lens nor no mention of the exorbitant cost they were trying to charge me for the repair and no mention as to the coverage under warranty. On Dec. **, 2012, I called Nikon and spoke with ***** *. who sent me the following email after the conversation... Dear ** *******, Thank you for calling Nikon Support, I apologize about the problems you are currently having. Call back in a few days to check the status of your product. REF# ************* Thank you, ***** *. I responded by writing a complaint to Nikon directly... When I received the notification that the damage to my lens would not be covered under warranty, I called and spoke to a service representative. I informed her that the lens was not damaged by impact, but rather when I was changing the lenses. I actually found it surprising that the cheap plastic fittings snapped off so easily. She said the only thing she could do was to elevate the my problem to her manager. I awaited a response until today when I called again. I was informed that the emailed response from ***** F. was the response from her manager. I have never seen such an unprofessional response. In fact, I didn't even realize it was the response from the manager until the person I spoke to today informed me. Why did ***** not call me to personally address my issues? 3 pictures of my lens and a statement that it was due to impact damages doesn't tell me anything. I know what the lens looks like, I sent it in for repair. My problem with this situation is the fact that Nikon used cheap quality parts which snapped off way too easily. Furthermore, the cost of the repair is more than the cost of the lens. How can Nikon justify such exorbitant costs for repair? I am utterly dissappointed in the way Nikon has handled this repair. The person I spoke to today said they'd forward my issue to the repair department after leaving me on hold several times, after speaking with his supervisor (which he told me he did). Too bad the supervisor didn't have the decency to speak with me directly and instead pawned me off to a different department. So now I will wait to hear from the repair department and hopefully they'll at least have the courtesy to call me. Sincerely, ***** ******* ###-###-#### A few days later, I recieved a phone call from one of their reps who obviously read my email and he said that my issue was being elevated and that another supervisor would be contacting me. I told him I appreciated the phone call and the udate. He said he knew I would be happy to have received the phone call. This was the only positive exchange I have had with Nikon. I can't recall if I called back between Dec ** and Dec ****, but on Dec **** I received the following email: *** ****** Sorry I did not get a chance to speak with you. I will be in the office on Friday 12/**/2012 I will return a call to you after 2:00pm. Sincerely ****** I assume ** **** tried to call me, but he (or she) ddid not leave a voicemail. I have heard nothing from Nikon until today, January **, when I called them again and asked what the status was. The woman I spoke with said she would be sure to have her manager call me back today. I expressed my extreme displeasure with the way Nikon has handled this repair, the complete lack of communication and professionalism in their correspondences, and the extraordinarily long time to have this matter resolved. At this point, I am tired of waiting and fear this issue will continue to go unresolved and will not result in a satisfactory outcome. I believe the plastic fittings were cheaply made and are defective and should be repaired under warranty. The damage was caused by changing of lenses and was not caused by impact damage. If they continue to insist that damage to these fittings are not covered under warranty, than so be it. However, I would hope for a more reasonable cost associated with the repair and if not I just want my lens back so I can go elsewhere to have it fixed. Thank you for your assistane in trying to have this matter resolved. Sincerely, ***** *******

Desired Settlement: At this point, I am tired of waiting and fear this issue will continue to go unresolved and will not result in a satisfactory outcome. I believe the plastic fittings were cheaply made and are defective and should be repaired under warranty. The damage was caused by changing of lenses and was not caused by impact damage. If they continue to insist that damage to these fittings are not covered under warranty, than so be it. However, I would hope for a more reasonable cost associated with the repair and if not I just want my lens back so I can go elsewhere to have it fixed.

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,

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

 

PS Thank you very much for your assistance in getting this matter quickly reolved.

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