Nikon Professional Service customer horror story: I was planning for a big trip to Texas in 2020, but the day Montrose Beach closed, so did that state, by its governor. So I replanned...

robirdman

I was planning for a big trip to Texas in 2020, but the day Montrose Beach closed, so did that state, by its governor. So I replanned for 2021. I’d been having problems with focusing with the Nikon Z7 and it FTZ adaptor, as well as earlier with the SB910 flash. I sent the Z7, FTZ and 600mm lens to Nikon repair on March 8, 2021. On March 11, I authorized the following repairs: 600mm: $447.99, Z7:$510.80, FTZ:$114.70, totaling $1073.49.
Despite being NPS, it took longer than expected to get things back. They said they wanted to test everything together and were waiting for a part for one item. On March 24, I found a package dumped on my porch. I had heard no bell or knock. It was the repaired items returned. I prepared for my extensive trip and left on April 3.
I had lots of the same problems I’d had before the trip with focusing and not working with the flash completely. During my trip I called Nikon 3 times on May 21 to tell them about problems I was having. After 76 days I returned home on June 18. I started editing my 24,000 trip files and came across ones that reminded me of the problems I was having.
I called Nikon on June 25, and told them and they suggested trying some things, and to send pictures in. As I went through pictures, I came across a good example series where it wasn’t focusing, yet I hadn’t deleted, intending as documentation. Their date was May 13. I sent in and didn’t hear anything in a few days, so called and it was suggested I try different things, when all I wanted to do was send things in as I had tried different settings, different camera and flash to compare.
I was weeding my images and deleted about 10,000. I had many other problems to deal with after being gone so long but sent images on July 3 and heard nothing for some days. I called again and on July 5, sent in a series where it focused on a stationary bird and then went out of focus for about 8 shots before focusing again. These were taken on June 12. I had previously told several times on the phone about a problem with the flash where having it on the Z7 did not show the lightning bolt indicator and was still giving a dark monitor image as if there were no flash. Also I’d taken a shot of a sign as a test and it had black and white bands. I sent sample of this, taken May 30, to Nikon on July 10.
I tired of being told to try different things, when I had already tried so many things and was sure the problems were not in settings and decided to just send in rather than drag it out any more. I would send in the Z7, FT, SB910 and also 1.7x adaptor that had a problem. I had to go to the site and fill out an individual form for each item, and when it asked if it had been in service within 90 days, I checked it for the 2 items that still had problems well within the period. But the form wouldn’t accept that, and I had to uncheck it to finish. No item could be estimated from the descriptions.
I packed and sent UPS and got the estimates. 1.7x:$202.65, SB910:$175, FTZ:$150.10, Z7:$510.80. Total $1038.55. OK seemed high for converter and I had the SB910 repaired for the same problem July 2020. But the other 2 items were clearly under warranty. I called Nikon repair and spent an hour, going over how the needed repairs were essentially the same problems I sent in before.
First I was told the warranty started March 11, with the estimate, NOT when I got items on March 24. After lengthy disagreement about that, then it was that the warranty then ended on June 24 and I called on June 25. I said I had called during the trip about problems and sent in pictures that were taken on dates of 5/13, 5/30 and 6/12. Those were just some that stood out to me when I was spending days going through the day folders of 24,000 shots following my return. There were so many incidents where I missed shots because of these problems, and I stopped deleting and put thousands in a reference folder in case needed for some reason. Altogether my rough edit wound up deleting about 10,000.
I was told that it didn’t matter when the pictures showing problems were taken, but only when sent in. Also, that it is not focusing correctly for a different reason than before. I said that I was sure these were not setting problems and had done a lot of tests, but each time I called I was told to try more things. So I was stalled before sending, it, but even so, June 25 is still a day past 90 days, and it doesn’t matter when the pictures were actually taken or exhibited problems. She said there was nothing she could do, because it’s up to service to decide.
And actually I had sent in the camera with the 600mm lens before the trip and they said they wanted to test together and held extra long. But they sent them back separately and the lens arrived 3/25!

BebuLamar

I guess you wait for the Z9 and when Nikon makes the 600mm in Z mount as well as the 1.7x converter for it.

Bill_de Loc: US

robirdman wrote:

I was planning for a big trip to Texas in 2020, but the day Montrose Beach closed, so did that state, by its governor. So I replanned for 2021. I’d been having problems with focusing with the Nikon Z7 and it FTZ adaptor, as well as earlier with the SB910 flash. I sent the Z7, FTZ and 600mm lens to Nikon repair on March 8, 2021. On March 11, I authorized the following repairs: 600mm: $447.99, Z7:$510.80, FTZ:$114.70, totaling $1073.49.
Despite being NPS, it took longer than expected to get things back. They said they wanted to test everything together and were waiting for a part for one item. On March 24, I found a package dumped on my porch. I had heard no bell or knock. It was the repaired items returned. I prepared for my extensive trip and left on April 3.
I had lots of the same problems I’d had before the trip with focusing and not working with the flash completely. During my trip I called Nikon 3 times on May 21 to tell them about problems I was having. After 76 days I returned home on June 18. I started editing my 24,000 trip files and came across ones that reminded me of the problems I was having.
I called Nikon on June 25, and told them and they suggested trying some things, and to send pictures in. As I went through pictures, I came across a good example series where it wasn’t focusing, yet I hadn’t deleted, intending as documentation. Their date was May 13. I sent in and didn’t hear anything in a few days, so called and it was suggested I try different things, when all I wanted to do was send things in as I had tried different settings, different camera and flash to compare.
I was weeding my images and deleted about 10,000. I had many other problems to deal with after being gone so long but sent images on July 3 and heard nothing for some days. I called again and on July 5, sent in a series where it focused on a stationary bird and then went out of focus for about 8 shots before focusing again. These were taken on June 12. I had previously told several times on the phone about a problem with the flash where having it on the Z7 did not show the lightning bolt indicator and was still giving a dark monitor image as if there were no flash. Also I’d taken a shot of a sign as a test and it had black and white bands. I sent sample of this, taken May 30, to Nikon on July 10.
I tired of being told to try different things, when I had already tried so many things and was sure the problems were not in settings and decided to just send in rather than drag it out any more. I would send in the Z7, FT, SB910 and also 1.7x adaptor that had a problem. I had to go to the site and fill out an individual form for each item, and when it asked if it had been in service within 90 days, I checked it for the 2 items that still had problems well within the period. But the form wouldn’t accept that, and I had to uncheck it to finish. No item could be estimated from the descriptions.
I packed and sent UPS and got the estimates. 1.7x:$202.65, SB910:$175, FTZ:$150.10, Z7:$510.80. Total $1038.55. OK seemed high for converter and I had the SB910 repaired for the same problem July 2020. But the other 2 items were clearly under warranty. I called Nikon repair and spent an hour, going over how the needed repairs were essentially the same problems I sent in before.
First I was told the warranty started March 11, with the estimate, NOT when I got items on March 24. After lengthy disagreement about that, then it was that the warranty then ended on June 24 and I called on June 25. I said I had called during the trip about problems and sent in pictures that were taken on dates of 5/13, 5/30 and 6/12. Those were just some that stood out to me when I was spending days going through the day folders of 24,000 shots following my return. There were so many incidents where I missed shots because of these problems, and I stopped deleting and put thousands in a reference folder in case needed for some reason. Altogether my rough edit wound up deleting about 10,000.
I was told that it didn’t matter when the pictures showing problems were taken, but only when sent in. Also, that it is not focusing correctly for a different reason than before. I said that I was sure these were not setting problems and had done a lot of tests, but each time I called I was told to try more things. So I was stalled before sending, it, but even so, June 25 is still a day past 90 days, and it doesn’t matter when the pictures were actually taken or exhibited problems. She said there was nothing she could do, because it’s up to service to decide.
And actually I had sent in the camera with the 600mm lens before the trip and they said they wanted to test together and held extra long. But they sent them back separately and the lens arrived 3/25!

I was planning for a big trip to Texas in 2020, bu... (show quote)

You talked to the wrong person. I had an 800mm that had to go back to Melville 3 times before being sent to Japan. I originally dropped it off in person because I happened to be on Long Island for a week. Each time I called they sent prepaid mailing or UPS labels. I am not an NPS member.

---

robirdman

Had no choice on the estimate. It is an online form to fill out and wouldn't allow a choice of within 90 days. Calling Nikon and choosing, repair in the menu, I got the person who might as well have been an automaton, refusing to admit that a failure, verified with shots in the period was insufficient if it was 91 days before being given a case #.

Real Nikon Lover Loc: Simi Valley, CA

A true nightmare. I've not had a problem with Nikon service here in L.A.

I have had some focusing issues with combination lens teleconvertors. Some my user error, others expecting too much with the loss of f/stops in less than optimal lighting, or in conjunction with a filter that really sucks out light. Try matching up just lens, no flash, no teleconvertor in a brightly lit room or outdoors and focus on a fixed object and see if the problem exists for a "simple" stationary shot.

billnikon Loc: Pennsylvania/Ohio/Florida/Maui/Oregon/Vermont

robirdman wrote:

I was planning for a big trip to Texas in 2020, but the day Montrose Beach closed, so did that state, by its governor. So I replanned for 2021. I’d been having problems with focusing with the Nikon Z7 and it FTZ adaptor, as well as earlier with the SB910 flash. I sent the Z7, FTZ and 600mm lens to Nikon repair on March 8, 2021. On March 11, I authorized the following repairs: 600mm: $447.99, Z7:$510.80, FTZ:$114.70, totaling $1073.49.
Despite being NPS, it took longer than expected to get things back. They said they wanted to test everything together and were waiting for a part for one item. On March 24, I found a package dumped on my porch. I had heard no bell or knock. It was the repaired items returned. I prepared for my extensive trip and left on April 3.
I had lots of the same problems I’d had before the trip with focusing and not working with the flash completely. During my trip I called Nikon 3 times on May 21 to tell them about problems I was having. After 76 days I returned home on June 18. I started editing my 24,000 trip files and came across ones that reminded me of the problems I was having.
I called Nikon on June 25, and told them and they suggested trying some things, and to send pictures in. As I went through pictures, I came across a good example series where it wasn’t focusing, yet I hadn’t deleted, intending as documentation. Their date was May 13. I sent in and didn’t hear anything in a few days, so called and it was suggested I try different things, when all I wanted to do was send things in as I had tried different settings, different camera and flash to compare.
I was weeding my images and deleted about 10,000. I had many other problems to deal with after being gone so long but sent images on July 3 and heard nothing for some days. I called again and on July 5, sent in a series where it focused on a stationary bird and then went out of focus for about 8 shots before focusing again. These were taken on June 12. I had previously told several times on the phone about a problem with the flash where having it on the Z7 did not show the lightning bolt indicator and was still giving a dark monitor image as if there were no flash. Also I’d taken a shot of a sign as a test and it had black and white bands. I sent sample of this, taken May 30, to Nikon on July 10.
I tired of being told to try different things, when I had already tried so many things and was sure the problems were not in settings and decided to just send in rather than drag it out any more. I would send in the Z7, FT, SB910 and also 1.7x adaptor that had a problem. I had to go to the site and fill out an individual form for each item, and when it asked if it had been in service within 90 days, I checked it for the 2 items that still had problems well within the period. But the form wouldn’t accept that, and I had to uncheck it to finish. No item could be estimated from the descriptions.
I packed and sent UPS and got the estimates. 1.7x:$202.65, SB910:$175, FTZ:$150.10, Z7:$510.80. Total $1038.55. OK seemed high for converter and I had the SB910 repaired for the same problem July 2020. But the other 2 items were clearly under warranty. I called Nikon repair and spent an hour, going over how the needed repairs were essentially the same problems I sent in before.
First I was told the warranty started March 11, with the estimate, NOT when I got items on March 24. After lengthy disagreement about that, then it was that the warranty then ended on June 24 and I called on June 25. I said I had called during the trip about problems and sent in pictures that were taken on dates of 5/13, 5/30 and 6/12. Those were just some that stood out to me when I was spending days going through the day folders of 24,000 shots following my return. There were so many incidents where I missed shots because of these problems, and I stopped deleting and put thousands in a reference folder in case needed for some reason. Altogether my rough edit wound up deleting about 10,000.
I was told that it didn’t matter when the pictures showing problems were taken, but only when sent in. Also, that it is not focusing correctly for a different reason than before. I said that I was sure these were not setting problems and had done a lot of tests, but each time I called I was told to try more things. So I was stalled before sending, it, but even so, June 25 is still a day past 90 days, and it doesn’t matter when the pictures were actually taken or exhibited problems. She said there was nothing she could do, because it’s up to service to decide.
And actually I had sent in the camera with the 600mm lens before the trip and they said they wanted to test together and held extra long. But they sent them back separately and the lens arrived 3/25!

I was planning for a big trip to Texas in 2020, bu... (show quote)

I have been a NPS member for years. Nothing but top notch service and communication from them. Have used them a lot on a recent trip and set up returns to advance locations, they meet every deadline.
I have never had better service from anyone at anytime in any location.
Hats off to NPS, a very professional service.

olemikey Loc: 6 mile creek, Spacecoast Florida

I would route any future repair needs through billnikon.........if he's up for it!!!

billnikon Loc: Pennsylvania/Ohio/Florida/Maui/Oregon/Vermont

olemikey wrote:

I would route any future repair needs through billnikon.........if he's up for it!!!

I would do my best.

tcthome Loc: NJ

robirdman wrote:

Had no choice on the estimate. It is an online form to fill out and wouldn't allow a choice of within 90 days. Calling Nikon and choosing, repair in the menu, I got the person who might as well have been an automaton, refusing to admit that a failure, verified with shots in the period was insufficient if it was 91 days before being given a case #.

I would of printed out the forms also. Filled them out by hand, Made a copy & put one in the box the items were shipped in with a note saying it wouldn't let you fill out one of the sections of info along with a phone call while online trying to fill it out. Hope things get better for you.

olemikey Loc: 6 mile creek, Spacecoast Florida

billnikon wrote:

I would do my best.

Sounds like he needs your connection. Tough story, hurts to read it......

BobHartung Loc: Bettendorf, IA

robirdman wrote:

I was planning for a big trip to Texas in 2020, but the day Montrose Beach closed, so did that state, by its governor. So I replanned for 2021. I’d been having problems with focusing with the Nikon Z7 and it FTZ adaptor, as well as earlier with the SB910 flash. I sent the Z7, FTZ and 600mm lens to Nikon repair on March 8, 2021. On March 11, I authorized the following repairs: 600mm: $447.99, Z7:$510.80, FTZ:$114.70, totaling $1073.49.
Despite being NPS, it took longer than expected to get things back. They said they wanted to test everything together and were waiting for a part for one item. On March 24, I found a package dumped on my porch. I had heard no bell or knock. It was the repaired items returned. I prepared for my extensive trip and left on April 3.
I had lots of the same problems I’d had before the trip with focusing and not working with the flash completely. During my trip I called Nikon 3 times on May 21 to tell them about problems I was having. After 76 days I returned home on June 18. I started editing my 24,000 trip files and came across ones that reminded me of the problems I was having.
I called Nikon on June 25, and told them and they suggested trying some things, and to send pictures in. As I went through pictures, I came across a good example series where it wasn’t focusing, yet I hadn’t deleted, intending as documentation. Their date was May 13. I sent in and didn’t hear anything in a few days, so called and it was suggested I try different things, when all I wanted to do was send things in as I had tried different settings, different camera and flash to compare.
I was weeding my images and deleted about 10,000. I had many other problems to deal with after being gone so long but sent images on July 3 and heard nothing for some days. I called again and on July 5, sent in a series where it focused on a stationary bird and then went out of focus for about 8 shots before focusing again. These were taken on June 12. I had previously told several times on the phone about a problem with the flash where having it on the Z7 did not show the lightning bolt indicator and was still giving a dark monitor image as if there were no flash. Also I’d taken a shot of a sign as a test and it had black and white bands. I sent sample of this, taken May 30, to Nikon on July 10.
I tired of being told to try different things, when I had already tried so many things and was sure the problems were not in settings and decided to just send in rather than drag it out any more. I would send in the Z7, FT, SB910 and also 1.7x adaptor that had a problem. I had to go to the site and fill out an individual form for each item, and when it asked if it had been in service within 90 days, I checked it for the 2 items that still had problems well within the period. But the form wouldn’t accept that, and I had to uncheck it to finish. No item could be estimated from the descriptions.
I packed and sent UPS and got the estimates. 1.7x:$202.65, SB910:$175, FTZ:$150.10, Z7:$510.80. Total $1038.55. OK seemed high for converter and I had the SB910 repaired for the same problem July 2020. But the other 2 items were clearly under warranty. I called Nikon repair and spent an hour, going over how the needed repairs were essentially the same problems I sent in before.
First I was told the warranty started March 11, with the estimate, NOT when I got items on March 24. After lengthy disagreement about that, then it was that the warranty then ended on June 24 and I called on June 25. I said I had called during the trip about problems and sent in pictures that were taken on dates of 5/13, 5/30 and 6/12. Those were just some that stood out to me when I was spending days going through the day folders of 24,000 shots following my return. There were so many incidents where I missed shots because of these problems, and I stopped deleting and put thousands in a reference folder in case needed for some reason. Altogether my rough edit wound up deleting about 10,000.
I was told that it didn’t matter when the pictures showing problems were taken, but only when sent in. Also, that it is not focusing correctly for a different reason than before. I said that I was sure these were not setting problems and had done a lot of tests, but each time I called I was told to try more things. So I was stalled before sending, it, but even so, June 25 is still a day past 90 days, and it doesn’t matter when the pictures were actually taken or exhibited problems. She said there was nothing she could do, because it’s up to service to decide.
And actually I had sent in the camera with the 600mm lens before the trip and they said they wanted to test together and held extra long. But they sent them back separately and the lens arrived 3/25!

I was planning for a big trip to Texas in 2020, bu... (show quote)

As an aside: It will be interesting to see where there Right to Repair legislation goes in our current congress. This should be an issue that both sides could easily support.

cjc2 Loc: Hellertown PA

Your story is sooooooo long, it hurts to read it. I have been an NPS member for many years and have ALWAYS had TOP NOTCH service from Nikon NY. Best of luck.

robirdman

Just know that if you have something serviced and a problem develops within 90 days after the estimate, and you call about it and supply pictures with the problem that were taken during that period, you may have a problem, if the pictures are not sent within 90 days, even though they have their dates in metadata.

JBRIII

The warranty start date is bull, but I ran into similar problems with a $60,000 plus instrument at work. Part of the instrument arrived, but it was not even possible to install or use what arrived, like a camera without a sensor. Toldvrest would not arrive until after main section warranty had arrived! The warranties were started the day of shippment. They eventually took everything back and shipped it again went complete, what a stupid waste of money.

I suspect this will become more common with computers, etc. one part of companies decide things they have little connection with, someone working at home told what the rules are and enforces them, etc. And this assumes, you can actually get a person to talk to.

This is why I am more frequently getting extended warranties thru Amazon.

erl Loc: Carolina Shores,NC

billnikon wrote:

I have been a NPS member for years. Nothing but top notch service and communication from them. Have used them a lot on a recent trip and set up returns to advance locations, they meet every deadline.
I have never had better service from anyone at anytime in any location.
Hats off to NPS, a very professional service.

Hate to be naive but what is NPS?