Nikon User Repair Experiences

To submit a repair experience, send an email here. And a comment: you'll note that I don't edit the text of these reader comments. My fear is that by touching them in any way other than to append a comment I'll modify context in a way that might influence how you interpret a report. For example, you might evaluate an experience that is detailed and seems technically accurate differently than one that is full of spelling errors and has many clear inaccuracies in it.

In less than a month we're closing in on 100 such reader experiences and judging from the content, these pretty much match the many emails I've been receiving for years about Nikon service. Sometimes the service was good (though not timely in the communication department), sometimes it's less than satisfactory or requires a second try.

Nikon has indicated that they hope to sell replacement DSLRs to existing customers in the coming years to continue to grow. I'll once again point out that the experience of what happens after a customer buys a product and has problems with it influences whether that updating actually ever happens. It's clear to me that Nikon's service is not going to meet any Six Sigma standard.

16 September 2008

This is my recent repair experience with Nikon Canada in Richmond, BC (Vancouver).

D300 taken in personally on Wednesday, Sep 3. Problem was a series of cracks on the ISO/QUAL/WB button assembly. Not sure how they got there -- camera was not dropped or dinged that I can remember.

Called to check in on Tuesday, Sep 9. No estimate for repair yet. Spoke to manager, who said he'd look in to it.

Called again on Wednesday. Estimate for repair $200, most of which is labour. (Diagnosis was "impact damage." It's a mystery to me how this happened, but I didn't really have an argument.) Okayed repair, and was told by manager that camera might be ready on Friday, Sep 12.

Camera not ready on Friday, in fact parts not even ordered. Parts subsequently ordered on Friday, Sep 12.

Parts not received as of Tuesday, Sep 16. One part apparently backordered, no ETA available -- I had to call to get even this information. Manager asks if it's okay if he pulls backordered part from stock camera. Since repair is guaranteed, I okayed this, and the camera was fixed rapidly. I collected it this afternoon.

Total bill: $219 after taxes.

All in all, not terrible, but not great either. I wish they had been more proactive with communication and letting me know one part was backordered. (nv)

Thought I would send a quick note about my repair experience.  It was non-eventful—I used the web based form and shipped my D50 to the NY facility on a Monday.  It arrived on the following Wednesday, but I didn’t receive an email with the repair estimate until Saturday morning.  I promptly gave my approval (~$50 for a standard cleaning), and my status was updated online by Monday afternoon. It stayed in the shop for about a week and was shipped out about 2 weeks after they received it.  I’ve read in previous posts that Nikon seemed to lag in updating the website, but that was not the case here.  They seemed to keep the status current through the entire process, and I was able to track the shipment back to me. (ww)

I bought my D70s with the 18-70 mm kit lens in November 2007. Both were new. Despite very positive reviews of this lens, by Thom Hogan among others, I do not seem to get the same sharpness with it as I do with my new 50mm F/1.8, or the rather old n-th hand 70-210 mm F/4 and even the 35-135 mm F/3.5-4.5 of very uncertain usage and vintage. I was advised in a shop in Durban (South Africa) that it was under warranty and I should let them send it in for calibration by Nikkon in Johannesburg. I did so two weeks ago. About five days ago I received the lens back with the note that it was cleaned, checked and was found to be in fine working order.
 
Although this cost me no money, the problem is: (1) it was clean to my eye before sending, (2) I received it back with greasy fingerprints on both front and rear lens elements, (3) the thin plastic seal ring around the front element is now warped and not uniformly in contact with the lens element (there was nothing wrong with it before). If I buy a grey import Nikkor via internet, I can save up to 50% in some cases. I desisted because of warranty issues. Now I think the South African warranty is an illusion, at least when it is not just a replacement. (ee)

26 August 2008

This is not a Nikon repair experience per say [in the end I did the repair myself] but illustrates the quality of service we get around here in Belgium. Last July both camera and lens dropped from a loose QR shoe, small drop, the only damage being a slightly bent camera and lens bayonets [both lens and camera worked perfectly ok it just required some effort to change lens]. Both body [D2X] and lens [70-200f2.8VR] are outside the warranty period.

Contacted my shop in Brussels which in turn contacted Nikon BeLux Branch Office of Nikon France in Brussels. Turnaround time for the repair 4-6weeks! being August and all. Since I needed both the lens and body repaired for a shoot in August, I asked them if they would sell the parts and I would do the repair myself. Nikon BeLux's answer was that they do not sell Nikon parts to customers [or for that matter to my shop] and I would have to send both the body and the lens for repair. Contacted Nikon UK repair center [who does sell the parts to customers! go figure] and they kindly replied that for legal reasons they could not supply the parts to customers outside the UK and suggested me to contact Nikon's BeLux office [although we are supposed to be in a single market, have an European warranty, etc]. I ended up contacting an accredited Nikon Repair center in the UK that promptly sold me the parts I needed. In 4 business days I had the replacement parts. Total repair time: 20min. (js)

I was updating the Firmware on my D70 a few years ago and something went terribly wrong. The camera just didn’t function afterward. I send it back for repair. It waited like 2 weeks for progress report and heard nothing. So I emailed them. A few days later, I got a replacement camera. Camera works fine till now. But then I don’t use it that much anymore with the D200 and D300 added to my collection.
 
A few weeks ago, my 18-200 stop working. No AF, and zoom ring doesn’t work. I send it back for repair. I requested to have it back by last Thursday. While they failed to meet my requested date, customer service was good enough to keep me updated as where they are with the repair. Turns out the parts they need are coming from Japan and won’t get here till next week. I guess I will have to wait.
 
Overall experience with Nikon repair is good. (dc)

While working in the Gobi desert last month I was caught in a sandstorm and my 24-120, 24-70 AFS, 200-400 AFS, D3(x2) and D300 were covered in sand.  I returned to the U.S. on 8/18 and delivered all three items to Nikon El Segundo facility, the 200-400 and 24-120 were repaired under warranty (Rank A), the D3(x2) was also a Rank A but I was only charged for sensor cleaning, the 24-70 was a Rank C; all items were repaired and returned on 8/22.
 
On a side note the 24-70 seems a bit less durable than other Nikkors. The 24-70 was mounted on a D3 and 24-120 mounted on D300 during the storm, when I was able to examine the bodies and lenses the 24-70 focus ring would not move (thought the auto-focus worked while attached to camera) and the zoom action had the feel of sandpaper.  The 24-120 on the other hand was fine and performed the rest of the trip with no issue (same with the 200-400). (rs)

The following is my non-professional experience with Nikon repair.

I say "non-professional" because I have been told that the F100 is not a serious "pro" camera and that the NIKON repair service will bend over backwards for "pro" dSLR's and SLR's  but anything else has to wait 'till they're in the right mood to do.

This couldn't be true.  After all, of course NIKON would stand behind their products.  That's why I was a lifelong Nikon shooter...

Up until that time, I had had no issues at all with any of the Nikons or Nikkormats that I have used since college...

• 07.13.07 - I sent my F100 that I purchased new in 2003 back to Nikon for repair of the metering toggle switch- ( mebbe you should advocate for a different location as the top of the prism seems prone to knocks, bangs & dings that may have knocked mine out of whack- but then again, form follows function, right ? );
• 08.02.07 - I received a call from the repair shop that my F100 was back, with the following extra repairs ( notes from Nikon );
  

1. Repaired film transport- nothing was wrong with it when I sent it out;
2. Re calibrated the auto focus operation- I had been shooting bicycle criteriums & had no problems before;
3. General clean & check- ok, it did look a little cleaner...
   

• 08.22.07 - I received a call that my F100 was back and seemed fine.  More extras ( notes from Nikon );
  

1. Replaced top cover- ok, I guess they had to dis-assemble the housing to get to the problem;
2. Replaced rubber grip- mebbe the same as # 1...
3. Replaced LCD window- mebbe the tech broke the original bcz he was tried of working on an "amateur" slr (sic );
4. General clean & check.
   

A nice evening in NYC tonight, so I figured I'd go into Manhattan and take some photos. I stopped in Brooklyn first- between the Brooklyn and Manhattan Bridges. There's a nice park and it's a photographer's dream spot…great views of the city. I have my camera on the tripod. There was a group of guys next to me also taking photos. They have their camera on a tripod as well…they walk down in front of it to take a photo of themselves using an infrared remote. It wouldn't work because they were too far away. So…I motion to them that I'll take it for them. Great. I look through their view finder and see that it wasn't aimed correctly. I realize that my camera is standing by itself. I first move it closer to me…. I look through the other camera and I hear someone say, "Watch…quick…" something like that. I look up and watch my camera and tripod tip over and slam onto some very big rocks.

The camera is not working right now. The shutter button isn't making a good connection so it will only work with the remote. Also, since that connection isn't good, the autofocus isn't working now either. The lens amazingly, seems to be fine, although the manual focus ring feels a little loose.

And here is the repair story:
 
On Monday, August 18th, I took a ride out to Melville, Long Island (I live less than an hour away) and dropped the camera off at Nikon to be fixed. Here's my review. The powers at Nikon should be pleased. I was given an estimate on the spot of $131.00- plus tax and shipping back to me, a total of $155.52. That was for the body, the camera lens seemed okay, but they would check that out as well at no charge. I was told it would take seven to ten days.

Within an hour of leaving Nikon, I received two emails with the official estimate for me to approve. I did that later in the day when I got home.

By last Wednesday, the camera showed up as "In Shop" on the repair tracking website. It remained that way until yesterday when the status changed to "Bill". I checked my Amex card, and sure enough, there was the charge for the repair. This morning, the status changed again to "Shipped" with a link to a UPS tracking number.
The camera arrived at my house about 15 minutes ago. (Today, August 27th)
The body and lens were in tightly wrapped plastic bags with rubber bands in a small box with styrofoam peanuts.
On the Repair Invoice they listed what was done. For the lens, just general cleaning and check out. I guess all was fine there. The body however...

They had to replace the top, grip, bottom, and front covers, and the pop-up flash. They also cleaned the CCD, checked the auto-focus , and general check and clean. (The viewfinder was filthy...it isn't anymore.)

So the camera looks as good as new. It also seems to be working as good as new as well. So here's a cheer for Nikon Repair in Melville! The price was right. The service faster than I ever expected, and all was done just as promised!

Now I can get back to taking photographs. :) (cc)

4 August 2008

I recently purchased a used SB-80DX over the Internet and when I received it from the moment I opened the box I could tell that it had issues with the charging circuit... Therefore, I contacted the seller and they agreed to pay Nikon's Melville service center to evaluate and repair the unit (up to a reasonable cost).  Therefore, I sent the unit to Nikon, USA for repair along with a very detailed description of the exact problem and packaged in its original box and plastic sleeve with all accessories other than the manual and carrying case.

After two weeks, I contacted Nikon to see what was going on with my flash because UPS had confirmed delivery after 3 days and yet I had not received any response back from them on my repair.  When I spoke with them, they initially denied ever receiving my package…but after providing them with the UPS tracking information and the name of the party that had signed for it, they called me back an hour later to inform me that they had lost my unit somewhere in the warehouse!

Three days later I called Nikon, USA again and was informed that they had located my flash and that it was slated to see a tech that day (encouraging) but that they needed me to provide a new description of the problem because they had lost my description that I typed in online :( Luckily, I included a copy in the box with the flash).
When I received the flash back, I opened the box put it back on my camera and found it to have the exact same problem as before (BTW I tried it on a D3,D200,D100, and off camera with a Pocket Wizard with the same problem in each case)… So again, I called Nikon, USA about this issue.

When I contacted the tech line and asked what was repaired on my flash…they looked up the ticket and said that the tech indicated that everything worked fine and that it was merely "cleaned and adjusted…" So After all of this crap, when the tech finally looked at the unit…he decided that nothing was wrong with the thing and set it back to me unopened with a charge on my credit card for $135.00!

I asked them where they get off charging $135.00 for doing nothing, and they told me that they estimate repair charges based on what you tell them is wrong with the unit! That is correct, they do not actually tech the unit to see what is wrong… they rely on YOU the customer who presumably has no technical knowledge to tell them what is wrong with equipment that THEY built!  

What especially infuriates me is that I sent this flash in to have a problem repaired BEFORE it failed completely!

Yes, the unit still functioned but anyone that could see and hear could tell that a failure was imminent in the near future by the very loud noises it was making.  For $135.00 they could have just replaced the charging circuit and capacitor (which they confessed to me is a modular plug and play part) just to make me happy if nothing else…even if they did not think that it would fail in its present state.

You might ask how I know that they did not do just that? Well, before I sent it in, I took a bottle of my wife's clean nail polish and put a few small drops on the seams of the unit that would be broken off if it was opened for service.

Guess what, they were still there when I got it back! (Cleaned my A**!)

In order to rectify the situation Nikon USA has offered to let me send the flash back to them for another look at no cost to me, and while I guess that is the best I will get from them… I would warn others about using them for Out of Warranty service issues,  IMHO they should have charged me no more than about $40 + Shipping for an hour of tech time to determine that nothing was wrong and just sent it back unopened.  If nothing is wrong, it should not cost the same as if it was actually broken and if I as the customer send the unit in to have the charging circuit replaced then just replace the darn thing like I want and send it back out rather than charging me for nothing and ticking me off! (mg)

After 4 months of usage with my D80, my photos starting getting a consistent dark spot. Contacted Nikon and rep told me to send it in for inspection. I sent it in and was contacted 6 business days later that my sensor is defective and it will be repaired/replaced under warranty. 3 days later I contacted Nikon for a status report and they told me it was going to ship in 2 business days. I requested for them to hold it, since I lived less than 20 minutes away from the service center. I got my camera the next day.

I also had 2 dead pixels on the images taken with my D200. Contacted Nikon and discussed with them that I don’t have my receipt or proof of purchase and how much it was going to cost me. They told me it needed to be inspected in order to find out the cost. I sent it in and received it back fixed less than 2 weeks later at no cost. By the way, I received the mail approval 3 days after I received my camera back, haha!

Great service, best of any company I’ve ever dealt with. (ni)

I just received my repaired 18-200 f/3.5-5.6G AF-S DX lens. I sent it in to the Nikon Melville, NY repair facility after it was knocked into a wall and the impact caused the lens to not function properly.

The lens was received by the Nikon repair facility on June 27, 2008 and they e-mailed me a repair estimate of $137.50 (including shipping and handling). I received the repaired lens on August 1, 2008.
Although the turnaround time was not speedy fast, the repair was done very well. In fact, I don't believe the lens handled as well as it does now when I purchased it. In addition I believe the price of the repair was reasonable. I will certainly continue to use Nikon to help me maintain and repair all of my Nikon gear. (js)

26 July 2008

Just received by my D3 which I sent in to Nikon Melville two weeks ago.  I had managed to blow dust into the prisms, resulting in a finder that resembled the game Space Invaders.  Nikon cleaned it no charge, and everything is in working order, for the packing slip claimed adjustments, along with firmware upgrades.  I have used the service enough to know that the online tends to lag, but this time the online information was within 24 hours of the actual events.

I have had various bodies and lenses repaired over the years, usually operator error, and often Nikon has taken care of them no charge.  I did send in a 17-35 that the focus ring was grinding.  I was surprised by the estimate ($375), for I had asked or cleaning, and in the end they replaced every external part and it works and looks like new.  In the end I was extremely please even though it was not what I expected.

Through all of the repairs except the last one above, the online information has been lagging well behind the service, to the extent that several times I received back the item (when under warranty) before I received the mailed approval.

I have to say my experience with Canon equipment has been far less satisfying.  I just had my daughter's S800 sent in, estimate of $165 for a locked up zoom (almost punted and bought a new one, being the third time this has happened on three different S600/S800) and it took 4 and a half weeks, with no communication.  After this time frame, I received a email that it was being returned, at which point it showed up several days later.

In this age of electronic communication, I can not imagine it would be difficult to implement a responsive system by either manufacturer.  It would certainly reduce stress on us lowly photographers, as well as endear us to the company who renders this responsive system first. (tt)

RE: Repair Nikkor 70-200mm f2.8
Shipped July 1, had confirmation the first of the following week. The lens was in NY a week and back to me on the 15th. My initial call to Nikon regarding the lens’ function was very professionally handled. I have nothing by praise for their great service! And, I just called this past week regarding sending a new 24mm PC-E back to have the Tilt/Shift placed on the same axis, again the call was handled most professionally. A year and a half ago I sent my D2X in for some rubber replacement. My memory isn’t exact but I believe the turnaround was about three weeks. I’m most pleased with Nikon’s Service. (js)

Had focus failure problem with 70-200 on D300. First time any of my Nikon products had failed. Contacted Nikon service via email and was advised to send both to Nikon (NY). I included a note that the 70-200 had not been registered, but I gave an approximate purchase date. Both had parts replaced under warranty. Was able to track progress on line. Total time 12 working days. I was satisfied with the service. (cw)

I took my D80 and 18-135mm f3.5-5.6 DX lens to the Mississauga (Canada) Nikon location for service. The body needed to have the rear right hand rubber grip replaced as it was starting to peel; the lens was having difficulty focusing at 18mm at or around infinity, also made odd noises while focusing.

The customer service agent was very friendly and extremely helpful. They noted, my lens showed absolutely no damage (not even a wear mark or scratch) would likely be fixed under warranty, while the grip was caused by wear  and would be fixed for a nominal fee. This is totally fine with me, I expected as much. I was told that I would be contact in approximately 3 days with the results of the assessment.

6 business days later + a weekend  I was advised via an automated email that 1) The grip would be replaced… no charge (Sweet!)    2) The lens would be $100 to repair due to "external damage" (wtf?)     I called directly to the service department and requested that to speak with a rep.  I explained that there was no damage to the lens, and requested an explanation. The rep,  physically reviewed the lens and couldn’t see any damage and said they would "Give me a one time only 'grace' repair"  I replied that since the lens was not damaged Nikon should repair it while the warranty was valid.  The rep, had no response and said he would advise as soon as the repairs were complete.

I would like to note that I received nothing but respect from my Rep, my guess is (at least with non pro gear) Nikon will try to grab a little cash if you don’t complain about it.

Body should arrive tomorrow via overnight shipping (9 days turn around), Lens is waiting on parts (9 days and counting).   (sf)

14 July 2008

One of my D2X bodies suffered a complete metering breakdown. Camera was operational in manual mode but the metering would wander all over the place in real time randomly.

My local dealer managed sending the camera to Melville for repair and I got the camera returned within two weeks or so. Nikon replaced the metering circuit, lens mount, recalibrate/test and did a CLA under warranty.

Great service, no issues and the camera came back like new. Probably better than new. (gw)

NikonUSA; D80 & 18-200mm

Fourteen months after I bought the D80 I sent it in for sensor cleaning. With it I also sent my 18-200mm lens for 'lens creep' tightening. The lens was sent back no charge in about seven days, the AF was adjusted, too. The D80 was sent back no charge after a sensor cleaning and general check-up. I had sent both packaged in their original boxes, scrawled all over with the RMA and my name and address. Both were sent back with my original boxes (and more packing)in immaculate condition. No charge for return shipping on the D80. Very satisfied, will use again. (eb)

My only repair experience with Nikon (New York) was a very good one!

In the summer of 2007, I noticed that my D200 body was taking "crooked" pictures. I first noticed the problem when pictures that I took on a level tripod turned out with horizons dipping to the left. After more testing, I concluded it was not "Error #1" ("Photographer Error"); indeed I was not seeing things. I called Nikon and they agreed there was something wrong. Unfortunately, the camera was 2 months out of warranty and it cost me $225 to get it repaired. I sent the camera in on a Thursday overnight express, Nikon received it Friday morning, and by Monday night of the following week I already had an email telling me the repair work was done and the camera would ship soon. Two days later on Wednesday afternoon my D200  was "knocking on the door", so to speak! The Nikon repair information on-line was way behind in updates (the camera was already home and it still showed something like "repair work complete, will ship soon", as I remember). But, overall, a fast repair and I was very happy with the repair work.

As an after note, when I tried to buy an extended warranty for my new D300 earlier this year (because of my experience with the D200 warranty running out on me above). I found out that Nikon Mall will not sell an extended warranty to residents living in Florida. An email from someone at Nikon explained to me that the laws in the State of Florida are such that Nikon does not offer extended warrant coverage to Florida residents. So much for living in paradise! (am)

I broke a tab of the cover that holds the batteries in the battery compartment of my CoolPix 950.
I contacted my local Ritz Camera in January, 2008,and advanced them $65 to handle sending it to Nikon for repair.
In March, they called me and said that Nikon said they must replace the ENTIRE battery compartment - revised price for repair $191. I agreed. In April, I called to find the status of the camera (expecting it should've been repaired by then). They told me, after two days checking into it, that Nikon was never authorized to do the repair. I again
confirmed my authorization... In early June, I was called and told by Ritz that the camera was back and ready for pickup. I drove again to the store and, when I picked it up the repair sheet, I found it said, "not repaired - parts no longer
available".

I was flabbergasted that Nikon so completely mishandled this repair situation. Why would they quote a price to repair and, reconfirm two months later, without checking whether parts are available for this greatly overpriced repair!? Some may blame some of this on Ritz Camera and it's hard to determine exactly where this was mishandled. A pox on both their houses! After 40 years with Nikon, this position on a 10 year old camera in otherwise perfect condition is unacceptable. For anyone interested, my Nikon F, Nikon F4, and my Nikon D300 are now up for sale. (pm)

[Thom's response: A couple of points. First, Nikon usually only promises 10 years for holding parts. Because of the way the consumer electronics world works, some parts simply can't be obtained after the initial run, so once that stock runs out, there is no alternative source. Second, it generally doesn't pay to use an intermediary to get Nikon service. This simply adds communication and shipping points that increase the likelihood of a problem arising. Since Nikon's service forms are available on the Web, use them! Third, if you do have a product that's past the 10 year rule that needs repair, there are plenty of places that will still repair it. Generally they do this by scavenging parts from non-working cameras (Nikon won't scavenge because they can't warranty the part). The back of Shutterbag usually has plenty of repair services that advertise repair on older equipment.]

My D3 failed with the battery problem syndrome – top notch real Nikon EN-EL4a batteries but the D3 just flashes the dead battery indicatory and none of my batteries made any difference. Had to use the Nikon EH-6 AC Adapter to start the camera, downloaded and installed the 2.0 Firmware upgrade – but it made no difference. Camera still won’t start. This is clearly more than a firmware problem. (fb)

[Thom's response: not likely the DBS everyone else is talking about. DBS is a temporary syndrome. A complete power failure would likely need real repair, not a firmware update.]
 

Then the ultimate cruelty joke. You go to www.nikonusa.com which says something to the effect that Tech Support can be reached 24/7. So you call the number and step through all the menu selections to route your call and finally – “we are closed and please call back on the next business day”!!!  I’ll post again when I know how they’re going to handle this. Just don’t believe what it says on their web site! (fb)

I recently had the well known weird sensor problem on my Coolpix 5700 which I hardly use these days. Nikon sorted it for free quickly and efficiently. Great service. (bh)

I thought you may want to remind your subscribers(?) that most VISA ans American Express cards offer free extended warranties which double the Nikon 1 yr time period.

My 22 month old D80 recently failed. A number of CHA "writing to the card" errors. This error prevents the camera from being turned off in the middle of an attempted write but ultimately locked the camera in the "on" position  for at least 10 minutes before I removed the battery.  The camera never powered up again.

Since it was clearly out of warranty I sent it to Authorized Photo Services. Estimate the same day it was received, back ordered parts (power FPC board and image control board) delayed the repair 4 weeks and caused the camera to miss a trip to Yosemite but the communication with APS was very good.

American Express reimbursed the $296 repair bill, with copies of the repair invoice, and purchase invoice. Had I recalled the AMEX service earlier I would have sent it directly to Nikon. I wonder if the parts would have been back ordered? (ja)

I recently sent my D2x for repairs to the Nikon Melville, NY facility using the form and shipping label that I generated from the Nikon website.  Nikon received my camera on a Thursday and sent me an e-mail with an estimate that morning.  I accepted the estimate the same day and received the camera back one week later.  The Nikon website provided me with a status report during the repair period and an link to the shipper when the lens was in transit.  In addition to the work that I requested, Nikon identified other issues (autofocus adjustment and bayonet mounting repair) and addressed them.  I found the repair process to be quick and easy to accomplish. (jl)

Not good. I purchased a D300 to add to my Nikon stable in June 2008. I encountered the Dead Battery Syndrome during the first shoot losing a couple of thousand dollars because I shoot canine agility where each run only last about 35 seconds on average. I was elated to see the firmware fix from your website and tried to download it. That is where the problems began.

The Nikon support database doesn't recognize my password but accepts my login ID until I ask Nikon to send a password to my email. Then the system doesn't recognize the email account. So, I tried to create a new account thinking I was really going senile except for purchasing the extended service plan. Maybe I didn't create the account. However, I tried to create an account only to have the Nikon system tell me that the email account already existed in the database. So, here is the final tally. Nikon sells me an expensive camera that doesn't work, charges me another $170 for the extended service, and then refuses to acknowledge that I even live. All of this without a single human being touching the process.

I may have to switch to Canon simply to have someone to talk to regardless of how superior I think the camera maybe for my job. I can't afford to stay with this situation. (cp)

At Niks Thailand (Nikon Thailand), I got my D300 and my D3 there:

I brought in my D300 as the front dial did not work anymore, and inbetween all that friendly Thai people smiles I was politely reminded that they have a 24 hours replacement policy and that I could pick up the camera the next day! Not only that, they also replaced the front rubber grip for free.

I call that a very good experience! (ms)

I found your e-article on Nikon USA service from a few years ago and just wanted to report that the experience is still a nightmare. Speed and efficiency isn't there, and Nikon USA customer service is an absolute joke. That's one reason I'm writing to you instead of emailing Nikon directly, and easily seen as I describe my Nikon experience. They can't, or don't want to, deal with their complaints or properly service their customers.
 
No I'm not a 'professional' in the sense of primary occupation, or an NPS member, but photography has become an important part of my business. Before making a larger investment I thought I'd do a test drive and purchased a D40 kit with 18-55, and added a 55-200. The products performed wonderfully and the quality images produced were impressive. After about 5 months, and as I was ready to shop for bigger and better and to use the D40 as my back-up, I started to experience occasional 'lens not attached' errors. They could be 'fixed' by releasing either lens and re-seating without removing it from the body, but of course missing shots in the process. This was frustrating, but compared to what I'm experiencing with Nikon service, it seems like a very minor annoyance now.
 
Even though I am very careful with lenses and body, the dreaded and unavoidable CCD dust bunnies also began to appear. Nikon service seemed the best bet for both...and another little test of what I could expect from them. After all, cleaning is considered normal maintenance around the time frame of 6 months to a year, so a regular occurrence. Without local authorized service, or the lack of cleaning kits and instructions as furnished to Japanese customers, the factory appears to become the option.
 
6-10-08
I had used the online form, filled out the info and printed the packing slip. I detailed both issues and had the initial impression that Nikon was efficient and tech savvy. I assumed (incorrectly) that this would be a painless experience with good contact, and a speedy service. I shipped the body out to El Segundo, a short hop from Vegas. I expected it to arrive by no later than Thursday. Checking their online status on late Thursday, that didn't happen according to Nikon.
 
6-13-08
Friday I checked online again and it now indicated my camera had finally arrived, one day longer that everything else I've sent to So Cal. I hadn't received an email about this, but assumed I had just beaten them to it. The online status indicated 'Estimate', and coded to CLN CCD which I understood, and to GWO, which isn't explained on their site. I instantly paid the $14 charge and $12.50 return shipping by credit card, a minimal service charge that unfortunately is dwarfed by the to / from shipping costs. After a little hunting elsewhere on the net I found GWO meant 'To good working order' which I assumed included my lens error issue. Later that day I did receive the email of the estimate with attached PDF file of the paperwork requiring the work to be authorized. It explained that I may have to wait 30 minutes for the estimate to appear in their system, but by this time it already indicated 'Estimate Accepted'. OK, so no worries...yet.
 
The email mentioned that they would send a hard copy by regular mail, which as you'll read on, you'll notice brings new meaning to snail mail. It also stated that while my camera was actually being serviced it would indicate 'Shop'. When service was complete it would indicate 'Shpd', for shipped, of course. Being that this was a Friday, I didn't expect my camera to get into the shop until Monday. BOY, was I wrong! Try the following Wednesday.
 
6-18-08
Yes, online my D40 was now indicating 'In Shop'. According to their email, this meant my camera was being serviced. How long could it take to clean a CCD? That day?
 
6-19-08
Nope, the online and most up to date and accurate status still indicated 'In Shop'.  I received my mailed copy of the service estimate, 6 days after I approved and paid for it. The estimate was generated on the 13th, but the postmark is from 4 days later on the 17th, so obviously not an issue from the USPS, that can even deliver plain old mail between Vegas and So. Cal. in 2 days.
 
6-20-08
All day Friday it was still there 'In Shop'. 3 days to clean a CCD? Yes, it must take that long, by late Friday evening the status had changed. Was it changed to 'Shpd' when service was complete, as stated in their email? NO. Now it had 'Bill'. Bill for what? I already paid the estimate. Are there new charges? If so, why not coded re-estimate as it says in their online description of codes? Unfortunately I had business obligations and wasn't able to do even a quick online check until Monday, and it still indicated 'Bill'... and no other contact.
 
6-24-08
'Bill' status was still showing by Tuesday, and still no contact from Nikon. Now that I have a moment, comes the how many buttons can you push to actually reach 'Customer Service' for an explanation. After having to give name, address, phone, email, service order number (all my information from my online packing slip or estimate), and everything but a retinal eye scan, I could finally ask about my camera. When questioning why my camera has been listed as 'Bill'... The response? That meant the service was complete, but now it's being 'tested', "to make sure the camera is in perfect working order." Oh, and after all, they are upgrading the firmware at no charge. Golly, what a lucky guy I am to have 3 business days of cleaning and at least 2 days of testing and firmware upgrades!  I was then told that my camera should be shipped "in the next day or so."
 
At this point one begins to sniff the air for that pungent odor of bulls in the pasture. Later that evening I checked again, and it now indicated 'Shipped', making me wonder if the camera would have remained in limbo if I hadn't called. Also, no email sent to inform me that I should be expecting a delivery or a tracking number, but yes it was available at the bottom of their online status page, if you looked hard enough.
 
6-26-08
After more than 2 weeks of door to door, my D40 arrives. It's well packaged and the body in a plastic bag sealed with a rubber band. I insert battery & card and attaching the 18-55. It powers up and I take a few test shots with a little surprise. Plugged the card into the computer for the big screen results and low & behold, my 2 week ordeal paid off! The spots on the images were gone!
 
One little problem... they had been replaced with multiple new, although lighter spots, in other locations. These same spots appeared even when changing lenses, so once again obviously an issue with the body's sensor. I should also mention that as an added bonus there were new dust specks and even a smear or scratch when looking into the viewfinder. How impressive after all this time cleaning and testing to make sure this camera is in 'perfect working order'.
 
I then attempted to use the email form on the Nikon USA site to contact service. I wanted to include before and after images to show them the caliber of the service I received. Their email contact form implies you can do just that. I entered my email and all the other information, and the first image attachment in the form's box went smoothly. The second attempt for the after shot brought me to an account sign up screen. Again entering my email, and information they had from my online packing form and my contact by phone. After filling out that form and clicking submit, I come to find out that my email is 'already in their system'. OK, so let's try requesting my account password by email since I'm 'in the system'. I enter my email in that form, only to come up with an error message that my email ISN'T in their system. Trying the original contact form again with no attachments...same deal. After all this spinning in circles, looks like I can't contact service or ANYONE at Nikon by email. This is just more of the continued Nikon technology breakdown that doesn't allow for much in customer contact other than their call center with the reps that produce the pasture smell.
 
After again going through the multiple button push and establishing my identity, I explained my little issue of 2 weeks of 'service' time, and the issue I have with my D40 worse than when it went out. The rep's response was very apologetic. I was told that they would send out a pre-paid shipping label to return to have this corrected. When asked how long this trip would take, I wasn't given a direct answer, only that my camera would be marked for 'rush service', cleaned properly and returned ASAP.
 
6-27-08
The next morning I find that late in the night I received a blank email from 'MyName'. One could easily assume this was SPAM, if not noticing the subject 'Shipping Label for SO ######'. Oh, and when I say blank email, I mean BLANK. Nothing written in the body, or attachment indicated in the inbox or when opening the email itself. I've been on the net since there was a net to be on, and send and receive email, online faxes, files, contracts, and various attachments worldwide without an issue, so I think I've got a handle on whether or not an attachment is indicated.
 
This of course prompted yet another call to customer service. After the multiple button push to reach a human, and again ID screening, I explained the lack of attachment. Was I sure there was no PDF? Yes. Funny, I was able to get the PDF of the original estimate. Well....another would be sent out within 24 hours, so more wait time. It did come in, again late in the evening, too late to be shipped out that Friday. Oh, and again, same as before, totally blank.
 
I decided to look at the full header to see if I could spot any issues. I used forward to catch a large view. Low and behold now the forwarded message had a PDF attachment with the UPS 2nd day air shipping label. Again, I send and receive multiple attachments on a daily basis and this obvious glitch in their mail system is most likely from using an antiquated 3rd party setup that was able to be corrected many years ago. I'm sure I can't be alone, so a heads up for anyone else that may encounter it.
 
6-28-08
It's Saturday and my local UPS store has a 2 day air pickup by 3 PM, and fortunately it's not far. UPS furnished the sleeve for my printed label of my once again repackaged D40, which by the way, isn't headed back to California next door, but headed to Melville, NY for this 'rush repair'. Maybe they offer better service? Bigger staff? Corporate wants to check out this ridiculous blunder?
 
I ask for a receipt and tracking number for my now coast to coast traveler, and being familiar with UPS air shipping I was well aware it should be delivered on Monday. The UPS tracking system showed several other Nikon prepaid shipments heading to Melville. Of this batch about half were not yet in transit, making me wonder if they too had also had the mystery blank emails.
 
6-30-08
Without surprise, tracking showed that my D40 was delivered to their location on Monday at 10:15 am and signed by Hammel. No email from Nikon, though. Using the online status tool with my previous service order number it only showed it had been shipped from El Segundo. Well, maybe since this was going to be a 'rush', they were speedily correcting their mistake and returning it to me, and the system entry would have only bogged down the process. Yeah, right.
 
Oh, and yes, now 2 days later there were still some from that batch of prepaid shipments to Nikon Melville that had yet to be shipped. Wonder why?
 
7-01-08
No contact from Nikon, no change in online status.
 
7-02-08
Email Contact from Nikon Inc. !!!! Yes, only 3 days after arrival for my 'rush' service, I had CONTACT!
 
Oops, wait...it's just an ad for my free 2 GB storage at Nikon's myPicturetown.com. They'll be happy to sell me more space, with 20GB of storage only $2.99 a month. If I only had my Nikon, maybe I'd have some pictures to upload. It's been MIA for 3 weeks now. Considering their online communication and tech issues for their own company, would I want to consider experiencing more of the same from their picture storage site?
 
7-03-08
Yippie! After having my D40 for only Monday, Tuesday, Wednesday, and now Thursday morning, Nikon has now acknowledged they've received it! No, not repaired it in those 4 days they've had it. Now THIS is RUSH SERVICE! Yes, and I have an actual PDF attachment visible on the email, with no charges. The email gives a new service order number, and looking online it says 'Estimate'. This is the day before the 4th of July holiday.
 
I must give credit where credit is due, by evening status is now upgraded to 'In Shop'. They must have 'rushed' it there. Wonderful, just in time to sit for the long holiday weekend. Hmm, and for an average consumer, wouldn't a holiday with family get togethers, parades and fireworks displays be a good time to have a fine camera...to use. Instead mine is still on vacation over 2000 miles away somewhere in Long Island, NY.
 
7-08-08
I type this on Tuesday, after 9 PM in Melville and well beyond quittin' time and the 30 minutes 'lag time' for online status to be updated, if it was going to be done. My order STILL shows 'In Shop'. After 4 business days at their facility, and now over 2 full business days and counting "In Shop" to re-clean a CCD. This is Nikon's 'Rush Service'? Then one has to wonder, if and when my camera is ever returned....Will it be to 'GWO' as originally promised, or will it again be returned in worse condition than when it went out, and the beginnings of yet another round of Nikon USA BS? I guess my 4th call to Nikon's 'Customer Service' will be coming again soon. My next shovel full of excuses and false promises, mixed with a blend of how thankful I should be that they're treating me so well.
 
After all, I did get the extra days of supposed testing for perfection on the first trip, and the considerate break of 'free shipping' for them to fix their poor service. Plus great acting, like upgrading firmware for 'free' is some kind of bonus, and such an elaborate and time consuming procedure. That last one is an added insult. I have any number of electronic products that offer free firmware upgrades, even delivered to my inbox for quick download as they become available. These other companies want their products to perform their best as soon as possible for their customers, not waiting until the item goes in for service. Plug it in, install and done in moments, not days. Nikon apparently considers their customers stupid if they expect them to fall for this, and these idiotic dodges for their inept service only builds distrust.
 
Add the ludicrous system they have in place for online 'contact', like my being unable to use their email form. 'Customer Service' brushed it off with no offer to correct it. Then all these lame excuses made up by phone service reps, and fruitless promises of rush service unkept, creates the perception it's intentional, to avoid dealing with their customer's problems. Nikon has left these reps as whipping boys for their incompetence. Yes, this pure aggravation Nikon USA caused, over what should be a simple process. Sure, for them it does make their problems, and customers, go away.
 
If I gave this kind of customer service I would have been out of business years ago. I can't say what level the pros get with their NPS service, but if this is how they treat the average consumer, they shouldn't be in the consumer market. I can just imagine a typical purchaser that has a special moment they hoped to capture, that is waiting to have this normal maintenance performed, that's taking a month (or now longer). This is only to perform a simple cleaning....correctly. I can only imagine if the problem required actual repair, or egads...parts!
 
Nikon USA has lost or ignored a basic business principal. You can build even the highest quality product, but if it can't be serviced or is serviced poorly, or in an unreasonable amount of time, you will fail. It doesn't take much to imagine the results of a Lexus owner waiting 2 weeks without the use of their car for an oil change, and when done incorrectly, pushing another 2 weeks or longer with 'Rush Service' promised to remedy the mistake.
 
If Nikon USA can't handle providing this monopolistic maintenance service, then they need to authorize local centers to perform it, or provide cleaning kits and instructions as they do in Japan. Obviously they made no money in this transaction, and lost money and a customer in the process. I know that after this experience I surely have no interest in investing in much more expensive equipment with Nikon, and am more than happy to spread the word. Seems the least I can do for their intentional lack of concern for their customers. They don't value my business and appear to be living off a former reputation for quality and service and an presumed ethic of their Japanese parent, that as you point out with your article from 4 years ago Thom, died some time back.
 
Thanks for the opportunity to vent, and to give a clear unbiased heads up to those considering Nikon USA.
 
(TS)

I thought I might share a couple of thoughts about my Nikon Customer service experience and recent Nikon announcement.

First the customer service experience:
Since I live in Southern California, I use Nikon service at Torrance.

In October 2006 I sent Nikon my N80 with a broken metal bracket (the one that holds the focusing screen). Three weeks later I got my camera back. The broken plastic was replaced, but apparently the person who worked on my camera did not bother to check if they have everything working fine. I had some focus point indicators in my viewfinder not working. Probably just misaligned electric contacts but still, they should have looked through the viewfinder to make sure it was fine after the repair. Not such a big deal, but I had to spend more money on shipping and wait for one more repair.

One year later, I sent my D200 for some minor stuff (sensor cleaning of some tricky spots) and I got it back in 2-3 weeks. Everything seemed fine. They even upgraded my firmware for free. No problems this time.

In both cases though, I noticed that the Status web page is being updated with some delay.
My camera was almost at home at the time they had status updated with UPS tracking number. (mh)

Spring ’08 had CF card slot pin go bad on D200 body. Camera would not accept any card. I live on Maui. Took camera to local Nikon dealer. They promptly accepted, shipped to El Segundo. Estimates were 3-4 weeks. Within a few days I received a call with diagnosis and cost estimate (approx. $250). After giving the go-ahead, they said 2-3 weeks to repair, service & return. Camera was back in about 10 days. They serviced entire camera and body. It looks and feels like new throughout. I would give Nikon high marks for the service itself and their exceeding expectations for turnaround relative to their own estimates. (ca)

When I look at Thom Hogan’s web site and he talks about receiving good Nikon repair service and then look at some the comments from some of his web site readers, if find that their experience does not agree with my experience.
 
My experience with El Segundo Nikon repair was very poor.  Nikon El Segundo service facilities do not appear to read letters, they don’t do a good job of cleaning a CCD and they don’t give priority to re-does.  I initially sent my D300 to Nikon in El Segundo on May 19, 2008 to get the CCD cleaned.  It was finally returned to me with the CCD cleaned on July 8, 2008 after two re-does (three shipments).

In each of the three shipments to Nikon I called Nikon and read the letter to a customer service representative before shipment and I was told by the customer service people that the service department would priority process re-does.  My experience is that re-does are not given any priority.

I expect that some of my poor experiences may be that I wrote a letter rather than printing out the form that Nikon has on-line and that I did not give a ship to address on the first letter.
 
My conclusions are that the El Segundo Nikon people do not read letters and the customer service people do not know that they don’t read letters.  The Nikon customer service people are located in Canada and most can’t talk to the people in El Segundo.  The Nikon customer service people give logical answers but not knowledgeable answers.

As an amateur photographer I do not need the stress that Nikon repair caused me.  My option is to sell my Nikon equipment as getting it repaired is too much problem - the benefit cost relationship is just not there.  I currently own – F100, D200, D300, 12-24mm lens, 17-55mm lens, 70-200mm lens, and a 600mm VR lens plus other Nikon accessories.  In other words I have a lot of money invested in Nikon equipment.  If the equipment can’t be repaired without a lot of problems in a reasonable time frame, trying to get the most out of photography is not worth it.

Initial shipment
My letter that accompanied the D300 on the May 19th shipment requested that I was to be called for the ship to address.  In the same letter I gave them my address of record for Visa charge which is Livingston, TX and told them not to ship to the TX address.  Nikon shipped to the TX address and the D300 was re-directed from TX to Ely, NV where I was located.  I received the D300 on June 9.  The CCD was in worse condition than when I sent it to Nikon.

2nd shipment
When I returned the D300 to Nikon on June 9th my letter stated by sure to return to Ely, NV.  Nikon continued to show the ship to address as the TX address.  I called and had the ship to address changed to Ely, NV.  I received the D300 on June 25th.  The CCD was much better but still had a number of problems.

3rd shipment
When I returned the D300 to Nikon on June 9th my letter stated by sure to return to Ely, NV.  I again had to call change the ship to address to Ely, NV.  I received the D300 on July 8, 2008.

(cw)

I am an INPS member and sent my D200 in to Melville on April 9th of this year for rear focus problems. I got an estimate back quickly, but the online database listed the camera as "waiting for parts". After 2 weeks, the camera was still not fixed. I called, and the rep said that the parts were backordered. I finally received the camera back on May 9th, although it still seems to have the same problem- since they sent it back the very same day that the parts were received I'm wondering if they even worked on it! Although I had a loaner from NPS, I am disappointed with the service I received, and will have to send the camera back. (ja)

Nikon Canada - D80

Bought new D80 in August of '07. A few months later starting getting both "f-EE" and "E-rr" error messages on a far-too-regular basis. Took it to Nikon HQ (I am fortunate enough to work 20km from their head office). Camera was ready for pick-up a week later, service report said lens contact assy replaced. Come the Christmas holidays, the mirror/shutter started sticking, camera would only take an actual photo every second time I press the shutter. Back to Nikon again (and they managed to return it again within the (short) between Christmas New Years -as I was leaving for 2 weeks in California on the 5th.Got it home, and discovered the programmable "function" button no longer functioned at whatever you wanted it to do.

Back to the camera store (Henry's) where I had purchased their additional "three strikes and it's out" warranty -they replaced the body with a new one, no problems since. Happy with the service overall (prompt and professional) from Nikon, perhaps slightly disappointed in the build quality -previous 35mm F601 ran for 10 years without a hiccup.

(at)

2 July 2008

My recent repair experience is a big improvement over earlier experiences. In 2006 and 2007 I waited three to six weeks for D200 repairs ande a repair to my 10.5 fisheye and my 12-24mm DX. In contrast, I shipped two lenses to Nikon for repair last Wednesday under 5-year extended warranties (70-200mm VR sometimes failed to focus, 18-200mm VR suffered from zoom creep), and both are on the UPS back to me as I type, exactly a week door to door. (I live in Brooklyn, close enough to the Melville repair center that UPS ground is the same as overnight shipping here, so that improves the numbers somewhat.) Both were fixed free under the extended warranty. (jh)

Nikon Canada; D200.

Background: Replacing the CF card one day I noticed that the available images on the camera was staying at -E-, though the light on the back of the camera was flashing. Trying another card, or two the error stayed the same, whereupon I noticed the distinct smell of hot circuit board.

Resolution: Emailed Nikon Canada, who promptly gave me the necessary information to mail it to their depot in Missassauga, Ontario (just west of Toronto). They received the camera, and via email kept me up to date, informing me that a pin on the CF card socket had collapsed, shorting the circuit board. The camera was under warranty, so they replaced the board/plug, cleaned the camera, and returned it, all under a two week period.

Conclusion: The service was excellent, and my only observation is that it was faster to get updates via email than it is via their website, something which, from reading, seems to be the same as NikonUSA. (dk)

These are the 2 experiences I have had with Nikon USA repair within the last 12 months.  Both involved the Melville, NY facility and the 800 number for service (when I refer to “I called”).

The first experience was in Jan 08, when I sent my 70-200VR lens in for the third time.  Problems were the same as previous trips, random failures of AF and VR and VR jittering wildly.  Failures noted with numerous bodies.  When I called, I was pushing for replacement, given that the lens was still under the 5 year warranty and the fact that this was the third time in for the same issues.  Other than a lack of contact (no one ever called back when I was told someone would call me) and not getting a replacement, the repair was covered and I had the lens back in just under 3 weeks.  I was pleased that the work estimate was sent via e-mail as well as snail mail, and the website info seemed up to date, more or less.

The latest experience was in Mar 08 when I sent my D300 for repair.  Problem was intermittent failure to AF which would correct by shutting the power off and cycling back on and a tendency to front focus with all lenses.  I sent the camera UPS and Melville rec’d it the next day.   2 working days later, I called for a work order number. It has been my past experience that these are generated a day or two after receipt. I was told there wasn’t a number yet, they were probably “busy”. After a week of daily phone inquiries, I finally got a gentleman at Nikon who admitted that something seemed wrong.  Promises to check into the situation might  have been fulfilled, I don’t know as no one ever called me back (as I was told repeatedly someone would).  After 8-9 working days I finally got a work order number.  For the next 10 days, status showed in-shop.  Phone inquiries got me nowhere.  I placed a call to my dealer, who contacted his Nikon rep.  My D300 was returned 5 days later, total trip time just over 3 weeks.  Invoice showed they cleaned the lens mount contacts and the sensor (the sensor was fine when it went in) and checked all functions.  It still has the FF with all lenses, thankfully adjustable through the AF fine tune.   (wd)

[Thom's Comment: the D300 almost certainly had DBS, for which there is now a firmware update to fix (1.03).]

This is my first user experience with Nikon Service Centre in Copenhagen, Denmark, after owning Nikon DSLRs since 2004. Last year in November 2007 my 18 months old D200 suddenly totally died, without anything working at all.

I'm a NPU member but not a NPS member, so I haven't access to NPS high priority service. The 12 months Nikon warranty period was expired. We have a consumer law in EU giving us up to 24 months of protection with faulty electronic and mechanical consumer goods, if we can presume a manufacturing fault with a product. After a few e-mail exchanges with the Nikon Service Centre (NSC) the next day, with both of my two e-mails answered within half an hour (very impressive), NSC said they would probably repair it under warranty, if my D200 didn't look like a camera that had been "thrown in a concrete mixer" :~).

I send my D200 to the Nikon Service Centre the same day with a brief description of the symptoms of the problem.

NSC received my D200 the next day, confirming through e-mail the same day that they would repair it under warranty, even though the Nikon warranty period was expired after 12 months. With a turn around time of impressive 3 days, they exchanged the Power Supply Unit (PSU) and the Main Board (PCB), and did the common camera exposure and autofocus checks and cleaning of the sensor and cpu-contacts. NSC shipped the camera to me after the 3 days, and I received the camera the next day.

The camera worked perfectly again after a total repair time of 5 days including 2 days of transport by Post Denmark. That's darned effective and excellent service in my opinion. (ot)

I'm based in Singapore. There is a Nikon Service Centre here.

This January I had to send the 17-35mm/f2.8 lens in after I knocked the lens (while still attached to D200) by it side, and quite immediately both camera and lens dropped on the ground. Besides 2 scratch marks, no other visible damages on the lens. However, the zoom ring became very tight between 24 to 28mm.

After some examination, I was informed that certain ring (I cannot recall the name of the ring) inside the lens was cracked and the focus would be a bit out. I was also told that the repair & calibration would cost S$480 (US$350) for repair because the lens was already beyond warranty for more than a year. However, after some discussion, Nikon was very nice to offer me a discount.

The repair took 3 weeks, just as what the service staff told me. The lens was given another 6 month warranty. The lens was back to its prime condition again. I am quite pleased about the whole experience.

(po)

I sent my D70 in for the infamous "BGLOD" meter-board problem, and Nikon had the camera on its way back to me in about 5 days.

About 9 months later, the camera began to meter "paradoxically", showing greater exposure in dark areas, and lesser in brighter areas. On sending the unit back to Melville, I received an estimate notification of about $230.00. When I called to check on the camera's status a day after I ok'ed the estimate, I mentioned I thought it should be a warranty repair, as the new meter-board was so new.

The Nikon service rep told me there was no charge. the repair was done as a courtesy warranty repair. Great service! (ja)

I used the Nikon Repair Request form that Thom includes on his CD's to send in an in-warranty 200mm f/2 lens that needed adjustment. Although this form is based on the one used for NPS members, I am not an NPS member and did not include a member number on the form. The lens was adjusted and returned to me within 10 days. The case was returned with several NPS stickers on it. It is possible that Nikon assumed I was an NPS member because of Thom's form. Regardless, the adjustment was exactly what I needed. Very pleased. I'm keeping those NPS sticker just in case
:-) (wa)

[Thom's comment: Another hidden Complete Guide benefit ;~]

I recently (three weeks ago) sent in my D80 as I believed that I had a focusing problem (focus seemed to actually take place under the focus marker). It came back in less than two weeks. Nikon stated that they found no problem with the focus system, but that they did make sure everything was back in factory spec and suggested I send in the lens with the camera so they could check the lens. While I didn't really have a problem with the camera, it was checked in a timely manner and instead of just chalking me up to being crazy, they suggested sending in the lens with the camera to check the lens and see if there was any problem with either the lens or it's use on the camera.
(ck)

I sent in my DX2 for a routine service after receiving a D3 and confident that I had a worthy camera to be getting on with. Although sent special next day delivery, it took Nikon ten days to acknowledge receipt. When I called, the staff had a hard time tracking it down. Ten days later I still had not received it. I called. Service was showing complete on the system and I received a credit card receipt for £231 (460 dollars) the next day. Strange? This was a lot for a service. I called back. They had replaced some of the rubber cladding. They used a much better glue now, they promised, and this time it would not fall off. I did not like being charged for something that Nikon admitted was due to their poor materials, but never mind. I would get my camera back. One week later, no camera - thank good for the D3! The upshot- Nikon admitted that they could not find the camera, and offered me a second hand replacement of a loan DX2S, claiming this was adequate as it was an upgraded model. I refused this. Eventually, after 6-8 weeks I received a brand new DX2S, but no refund for a repair never completed to my knowledge. SO impressed was I with the new D3 by now, that I had no intention of ever using the DX2 again, and so I put the camera straight on ebay. It went for half the amount I had originally paid for the DX2.

This is the third time Nikon UK has lost a camera of mine, the first time they failed to eventually find it. Also, they have yet to clean a sensor adequately. Being a pro member, I find this disgraceful, also their poor customer service (refusing to refund for a repair never received). I shall never send them anything again EVER. I now go to a specialist camera repairer through Calumet who is cheaper, and excellent, and local. My sensor is now much cleaner as I am able to get in cleaned on the spot and go on my way.

If I had all my equipment stolen, I would move to canon for these reasons and the fact that their technology is not advanced enough to persuade me to stay with them. (sd)

I recently had my 18-200 mm VR lens die. The VR mechanism failed to operate.  The lens was purchased in July 2005 and luckily I had sent in the extended warranty card. The lens was packaged and sent UPS ground from Utah to the Nikon repair facility in El Segundo, CA on 06-18-08. They showed receiving the lens on the 24th of June. I received an email the same day. A “B2” repair problem was diagnosed and there was no charge for the repair. The lens was repaired and shipped on the 27th. I am currently tracking it on UPS and it is scheduled to arrive on Tuesday the 1st of July. So far I am really impressed with Nikon’s response. I’ll let you know if the lens wasn’t repaired correctly once I receive it.  Thanks for your great articles and reviews. I always research them prior to any purchases I make. (jc)

In February 2005, I sent my D70 to Nikon Melville for back focus issues. The camerawas returned two weeks later and died from BGLOD syndrome within a week. It was returned to Nikon, repaired, and back to me in two weeks. All work was warranty.

I purchased a refurbished D200 from Newegg.com on 7/25/2007.My 15 year old 105mm f/2.8 AF Micro-Nikkor did not want to communicate with the D200. Onthe top LCD and in the viewfinder, the"fee" message began rapidly flashing, alternating with the current aperture. I had selected for the lens with the camera body. I tried cleaning the lens contacts and the camera contacts, changing from Auto focus to Manual on the lens, rotating the focus ring, all the old methods. But nothing seemed to work. Sometimes the lens would operate and sometimes not. I found the same thing happened with my e 50mm F/1.8D AF Nikkor lens (4116178) of about the same vintage.

The 28-70 f/2.8 AFS produced the same results. But I had no problems using my Nikkor 12-24mm f/4 or the 80-200mm F/2.8D ED AF. I queried Nikon Tech on 13 August 2007 and got a reply the next day that suggested the lens mount might be out of alignment and that I should send the body in for testing. On 15 August 2007, I sent the D200 body, the 105, 50, and 28-70 lenses to NPS/Melville after going through a process of discovering that Newegg does not do returns on their refurbished items. Nikon gives the purchaser a 90 day warranty. So I wrote a detailed description, enclosed a CD with images of the flashing "err" message, and a request to insure the camera would function with the three lenses.

I received an acknowledgement of receipt on 20 August 2007. On 27 August 2007, the camera and all lenses were returned. The electrical contacts were replaced and the body was cleaned and checked. But unfortunately, the D200 was behaving exactly as it did before I sent it in. I sent numerous inquires to Nikon Tech but received no reply. So I returned the D200 to NPS/Melville on 5 September 2007. On 6 September 2007 I received a notification of receipt and entry into the Nikon System.

On 17 September 2007, I received my D200 from NPS/Melville.It now performs as it should. This time Nikon replaced the power PCB and the DC/DC converter. My only real concern when I got the D200 back was that the diopter adjustment was so stiff, I could not turn it with my fingers. After a brief call to Nikon Service and a very tender turn using medical hemostats, all was well. All service except the two FedEx trips from Georgia to NY was done under warranty. The D200 has performed excellently since. (mh)

1 July 2008

I have a 50mm F1.4D lens that I bought used in my town here in Japan. I noticed that in the portrait position, if I tilted the camera down it would make a grinding noise. It wasn't anything bad, but I figured I should have Nikon take a look at it.

I took it to the Nikon shop in Ginza, Tokyo and dropped it off for service. The service people were very friendly and helpful. After about a week, I got a phone call saying that the lens had been fixed and I could come and pick it up. Again the service people were very helpful and friendly, and I got my lens back.

The repair slip said that they replaced a glass element inside the lens, but didn't really do any other checks or anything. I paid about Y7000 (around $60), which I thought was a bit high for a lens that costs Y30000 ($280).

The only bad thing is that the lens is starting to do the same thing (after about 18 months). I'm going back to the Nikon shop to have it fixed again tomorrow. I'm going to ask them to do a full check and figure out what's wrong with it this time, and hopefully they will do it free of charge (that might be wishful thinking though). (ss)

My repair experience is several years old. I experienced a well documented problem with the d70 (flashing green light of death). Sent the camera in and got it back fixed in a week with a new battery (I didn't send the old battery in so I got a free battery out of it). The also cleaned the sensor. Only fault was website was slow to update - I had camera back and the website hadn't reported an update since problem was diagnosed. (km)

I recently bought the 50mm, F1.4. About 2 weeks later it basically stopped auto focusing.

I don't know whether this makes it a Nikon repair issue as such, but I took it back to the retailer in the first instance.

They gave me another one from stock on the spot and said they would simply return the original one to Nikon.

So, all in all, pretty bad to have a new lens die within 2 weeks but a great response from the retailer. (wl)

I damaged the LCD on my Nikon D80 and brought it to Mack Camera in NJ.
They have had it since March! It took them a week or two to open it up and figure out what parts they needed but they ordered the parts in April. They claim that Nikon is impossible to deal with and that they are told that the parts are arriving but then they don't. I am absolutely outraged and don't know what to do. (pd)

I've been nothing but pleased with Nikon service at their El Segundo (CA) facility. I live about 90 minutes driving time away, and always deliver/pick up my equipment in person.

I had the D2X in for a precautionary look-see after dropping the body about four feet onto asphalt (the camera seemed to be fine and continued to function perfectly) and both the D2X and D200 in for routine tune ups/sensor cleaning on another occasion.

Turnaround times always were quicker than the "5 to 7 business days" estimate - the sensor/tuneup jobs were back in 3, the D2X crash job (which did do some impact deformation to the body) in 5, even after Nikon had to re-contact me to get approval for additional repairs.

Plus, they give me ten pin connector and flash synch caps for free. (jk)

New 24-70 f/2.8 lens purchased from B&H on April 14, 2008. After some testing, determined that the lens had some focusing issues. Decided not to return the lens to B&H since this lens was in short supply. Rather I sent the lens to Mellville, NY on May 2. Was received by Nikon on May 5 (next day - over a weekend). Posted by Nikon for repair on May 7 (the date of their letter acknowledging my request for warranty repair service.) A few days later Nikon service web site showed lens being held for repair awaiting parts. I called two weeks later for an update and asked about whether lens could be returned to me by Tuesday, June 3 (was leaving the next day for a work-related assignment in San Diego during which I would need the lens). I was told that the service department would email me an service estimate when lens would be serviced. That was never received. Departed for San Diego on June 4; a new, replacement 24-70 f//2.8 was sent to me at no charge, arriving at my home four hours after leaving home for the airport. Frustrating. No explanation given as to why old lens was held for four weeks and then replaced with a new one. New lens checks out OK. I cannot complain about the outcome, albeit it was an inconvenience at the time and the communication was not as good as it could have been.

One other repair experience with NIkon in early December 2007 - I sent a D200 in for a checkup and some heavy duty sensor cleaning (still afraid to do it myself). Nikon promptly cleaned the camera, adjusted the focusing (at their own initiative) and sent the camera back to me. That took about a week and a half. Good service and done at no cost to me (just prior to warranty running out). (jf)

My experience is in South Africa (with a camera bought in the Netherlands). It is a D70 and a few years ago.

It developed a fault (can't remember what). Send it in for repairs, paid R1100 (almost US$200 then) to get it fixed. As I remember, the repair was quick. A few weeks later someone mentioned to me that this fault was common on D70 models and Nikon would fix it for free. I contacted them and they said they would refund the R1100 if I gave banking details. That took almost a year and a lot of me reminding them (but they did pay the money back in the end).

Before that, they also did a free sensor clean for me. Not too unhappy with their service therefore. Now the camera needs another clean - or replacement, anybody with a D80 for sale? - and also need my VR80-400 fixed (manual focus is not working). (dg)

Both my 24-70's needed AF calibration - sent them in at different times of course. The first one came back perfect within 2 weeks, the 2nd one took a little longer, around 2.5 weeks. A friends D200 body crapped out twice and both times Nikon got it back to him in 2 weeks. FWIW, this is the Melville repair location. So, right now, I've been very pleased with their service, as has my friend. (mn)

I sent my SB-600 in for minor repair about a year ago.  While in the mid-east the little rubber button on the flash head came off.  Upon returning to the states, I sent it to the Califronia repair facility to get it glued back on under waranty.  It was repaired, under warranty, and returned approx two weeks later.  The website did give me a few status updates and did inform that it was being shipped back.  I can't remember if they gave me a tracking number, I don't think they did and I had call for it.   As for quality of the repair: They did re-glue the button back on but the tech used an "excessive" amount of glue.  Not a big problem, the little glue buggers all rubbed of fine.  However, the button came off again about 4-5 months later.  This time I just glued the sucker on with some gorilla glue I got at Home Depot!  Hasn't been an issue since. (jk)

Situation:  

• 70-200mm would sometimes not AF.  Reseating didn’t help.  After a few minutes, would start again.
• I broke a filter and couldn’t get the ring out of the lens.  Wanted Nikon to replace the thread.
• 28-70mm aperture spring popped out so the aperture never stopped down.
• D200 – nothing particularly wrong, but I didn’t know whether the AF problem was the lens or the camera.  Nikon advised to leave it.
  

• Nikon is either unable or unwilling to look up warranty info even though I had registered online and sent in the warranty cards.  They wanted to see sales receipts, which I didn’t have with me, but I had copies of the warranties, which they accepted.  However, the clerk still filled out the forms incorrectly (and why are they still using paper forms?)  Even after that, I had to Fax them the warranty copies and sales receipts again.
• Nikon tried to claim that the broken filter indicated that the 70-200 “took a hit” and therefore they wouldn’t repair it under warranty even though there wasn’t  a scratch or dent on the lens body or glass.
• They tried to charge for both the 70-200 AF repair and the D200 body repair but would not answer my question as to how it could be both the body and the lens.
• They tried to charge $375 for the 70-200 and $200 for the body and until I convinced them that the 28-70 was a warranty repair, a fee (probably around $200) for that as well.
• It took several weeks for them to come up with the estimates.  Every time I called they said “tomorrow”
• Even after I agreed to go ahead with the repair, it took well over a month to get the 70-200 back.
• There were also some issues looking up the order status on their website, but I no longer remember what they were.  If I remember correctly, I think there was only way to search that actually worked.

Resolution:

• After numerous phone calls and letters, they agreed to fix the 28-70 spring issue under warranty and to fix the D200 and the 70-200 for a total of $230, a price that I thought was fair.
• Quality of work was very high – camera performed better than when new.
  

• When I got everything back, it seemed like I was missing a battery.  I admitted to Nikon that I wasn’t 100% sure that I had left the battery (it wasn’t on the service order), but I asked them to check the benches and see if there was a battery lying around that they might have forgot to pack.  A few days later, a brand new battery showed up in the mail.
  

Summary:
I didn’t appreciate the initial attempt at a rip-off, the delay in evaluating the repair and the long time period to get the 70-200mm back, but once I found the right manager to talk to, they were extremely responsive and helpful.  I think there’s still room for improvement, but in the end I was very satisfied. (mb)

[Thom's comment: The presumption on Nikon's part is that evidence of physical abuse (broken filters, dents, dings, scratches, etc.) will always result in repair charges to the user. It's very easy for there to be unseen damage from bumps and bruises, usually at the mount where it will impact focus, but in other areas as well (the aperture activation arm is another key element that can get damaged with impact, or in this case, the thread rings on the lens and possibly the front element alignment).]

My 70-200VR was 'loose-mounting' on my D100, D200 and D300. I had intermittent AF failure and it would also sound at times like the VR was stuck and chattered excessively as well. Finally got off my duff and sent it in early March. I received it back 5/7 from Nikon Service NY. It now mounts totally rock-solid to the D300 - like it was superglued. AF/VR issue is gone too. My 70-200VR is 4.5yrs old.  Like you, website wasn’t updated to say it shipped.  Very satisfied with the end result, but not with 2 months on parts-backorder.
Here a list of their maint:
repair heliocoid
modify other electrical part
replace rear lens protector
replace filter ring
adjust communication
adjust auto-focus operation
adjust VR unit
adjust SWM
adjust aperature operation
general check and clean (cs)

Bought one of the first Nikon D70s, but sold it to a friend over two years ago when I got a D200.    Around the first of the year, I got a call from him and he finally had the  "Green Light of Death."   Recalling at one time Nikon would fix it for free, I checked the web site and they still offered the free fix.  He sent the camera  to Nikon under his name not mine.  They did not care and quickly fixed the camera and cleaned the sensor.   Excellent  service. It was well beyond the original one year warranty and not the original owner.  It makes you feel real good about Nikon. (gc)

[Thom's comment: Nikon's warranty is not transferable. However, in those few cases where Nikon Japan has admitted to a part or design failure that did not meet their standards, Nikon usually repairs any and all equipment that has that defect for free, and usually well past the warranty expiration. However, be forewarned that if at the same time Nikon finds some other problem with your equipment, they very well may charge for that repair. Note what I said in my repair articles: Nikon attempts to bring any equipment they receive for repair back up to full manufacturing standards. For example, if you submit a D70 with BGLOD syndrome for free repair but say, the top plate of your camera is cracked, Nikon will fix the top plate and probably charge you for that. It's an "all or nothing" thing. Nikon can't fully verify and guarentee an individual repair unless the camera is fully repaired.]

I've had two positive repair experiences with the Melville facility on Long Island.

The first was when I receied a used 80-200 with a broken auto/manual ring.  Sent it in via web RMA and also asked them to check the focus.  They sent me an estimate (took a week, rather it had been a phone call), but then did the repair and completely cleaned, aligned, and tested the lens.  I was as if I had a brand new lens.  Total time til back in my hands -- a day shy of two weeks.

The second happened this spring, when during a visit to Washington DC I dropped my D300 body and smashed the upper left back corner, jamming the review button in the process.  As a result, while the camera could still take pictures, all review and menu functions were inoperable.  I sent it again via the web RMA with a note asking them to estimate repairs two ways....internal button fix (obviosly) and with/without external case damage repair.  I received the estimate online the day before I received it in the mail...as requested, both ways.  I gave the online go-ahead for the complete repair and had the camera back four days later, working and looking perfectly.  I know this wasn't a routine repair for them, as they indicated they had discussed the situation with Nikon Japan.  I was pleaed that the whole process was completed in about two-and-a-half weeks, and that the service charge ($200) was so reasonable for the severity of the damager.

At least based on my experience at Melville, Nikon rates an "A" for service. (hl)

Yesterday I sent two lenses in for servicing a 70-200 that is creating the DBS (Dead Battery Syndrome) on my D200s and a 85 1.4 that is over exposing. I took the lenses to my local pro shop to have them forwarded to Nikon Canada, Estimated time that Nikon Canada gives for all repairs is 6 -12 weeks. In talking to the lady who handles repairs and has been for years said it will be closer to four. In the many years of being a photographer this has always been the slow turn around time of Nikon Canada. Having a NPS number means nothing up here.
 
For those in the US you should feel very lucky for the quick turn around times I read about, in Canada quick turn around times from Nikon Canada is only a dream.
 
We can take some solace in this turn around time; according to the repair lady Canon Canada is even worse. (ge)

Over the years I've sent four items to Nikon repair in Southern California. All have been repaired correctly and none took over ten days. I'm shooting Canon at the moment and my experience with Canon repair is only OK while Nikon has been great. (jg)

I had to send my D3 in twice. (Melville, NY)  First a week after I got it for mirror raising issues in cold weather.  Nikon repaired it and had it back within a week and a half.  Two weeks later I had the same mirror issues and a missing focusing sensor. Nikon sent me a prepaid shipping slip, replaced the entire mirror mechanism and had it back to me in a little over a week.  I had to say I was impressed as I was still waiting for my NPS membership to be approved and knew that I probably wasn't on the top priority list. (tt)

I've had to send two different D200 bodies in to Nikon Canada for service in the past year. One was for a basic check and clean after a year of use, although I did mention to Nikon that there was a single stuck pixel on the rear LCD; the second one had a wonky LCD right out of the box.

In each case, I sent the camera to Nikon Canada's Vancouver service centre, by mail. In both cases, Nikon replaced the rear LCD panel and in both cases I had the cameras back in my hands a week later, with no charge for any of the work or the shipping. That means they turned the cameras around within 24 hours of receiving them!

I'm not an NPS member, so this would appear to be Nikon's normal, and I would have to say, excellent service. I am, however, a Canon CPS member, and they best they can do on a "pro rush" service (lens calibrations, for example) is typically six to eight weeks turnaround, and that's with me dropping off the gear and picking it up again from their regional CPS service centre here in Calgary. (cl)

I took my D200 in to Nikon Service in Mississauga prior to its warranty running out for general maintenance check and sensor cleaning.
 
While at the counter, the rep advised me to just request a general check, as the clean would probably be automatic, and I might be able to avoid the $80.00 sensor cleaning fee.  So I did.
 
Camera was returned with completely new rubber and a cleaned sensor a little faster than the time frame quoted and for the quoted price. (mb)

I've had uniformly good service and uniformly bad
communications with Nikon in So Cal. My d200 and lenses have not been there, but my D70 was there three times. Each time, the camera arrived back at my house before I received confirmation that they had received it (all repairs were no charge).

I delivered the camera in person each time, and the people at the counter were friendly and efficient. Twice, the camera came back focusing better, even though it was claimed no problems were found. The third visit was after the "blinking green light of death" failure, and the camera worked fine after that.

When I noticed cracks in the plastic around the contacts on three of my older lenses, I made the mistake of going to an independent repair shop because it was much closer than Nikon. I panicked and approved the work for two of my everyday go-to lenses. I let them "fix" my fifteen-year old 80-200 2.8 and 85 1.8, but it cost me $500. I decided to fix my 60 micro myself, using a dab of superglue. It worked fine, and now I feel like an incredible fool.

These are never easy decisions for us amateurs, but in the future I will rely on Nikon. They have treated me really well, even if their communications systems are a little slow. (dz)

I sent a 17-35 2.8 in to Nikon El Segundo a few months ago to get a squeaking focus motor repaired. I received an email 3 days later with the work order. Since it was a warranty repair, they didn't need approval. It took 3 days for the repair and the lens was shipped back UPS ground which took 4 days. Never having dealt with them before I felt the time was reasonable and was happy with their response. (dd)

I took an F100 and an SB-80 to Nikon El Segundo for CLA and repair of an intermittent flash problem, prior to selling the whole rig to B&H and going Canon. I think this was around late 2004 - 2005.

I was a bit out of warranty, as I recall, but they still did the work well, promptly and for free. My happy impressions are one of several arguments that eventually could lure me back to Nikon. (ta)

Last year, my 6 month old D200 developed a weird AF problem. It would get stuck in focus lock for long periods, effectively disabling the LCD, rear control buttons and more. Turn off the camera, remove battery, replace and power on -- still in focus lock. Problem consistent with multiple batteries, CF cards and lenses.

I spoke by phone with a (very professional) tech support rep and we worked through an exhaustive checklist concluding the D200 body needed to go back for repair.

I packed and shipped off the camera and it was delivered back to me in about 3.5 weeks including travel time from Northern California to Southern California and back again. The repair was completed successfully and under warranty.

I was satisfied with everything but the time taken. I continue to be amazed that DSLR users are willing to put up with these extended repair times. For me, being without my 6 month old camera for almost a month is simply not acceptable. As an amateur, I cannot afford or justify a back up body to cover such eventualities.

Automobile owners certainly wouldn't (and don't) tolerate these repair times. Most issues are resolved the same day and heck, if I really need to get somewhere while the car is in the shop, the dealership will give me a loaner.

Similarly, I paid a very modest price to purchase next-day, in-home service for my computer system.

My "beef" is not just with Nikon here -- it seems to me the whole industry could and should restructure their service operations around the needs of real users. Currently, the whole system seems to revolve around the needs and convenience of the manufacturers.

Call me old fashioned, naive, or even unreasonable, but I'd like to see the Customer Service systems designed around the needs of the customer! Other industries have been able to do so quite successfully. (mh)

26 June 2008

....less than a five-day turnaround on "repairing" a focus problem on my D80....I cannot complain on that....It was just under warranty.... (tl)

I too had a very good experience recently. My D3 went kapoot on me a short while ago. My exposures were severely over and I would get ERR messages after every shutter release. I sent the body into the El Segundo service center on 06-09-08, they received on 06-11-08, "in shop" shortly after, and the D3 was back in my hands on 06-19-08. The D3 needed B2 service: "RPL Shutter Mechanism". Thank goodness the body was still under warranty!

Anyhow, I was pleasantly surprised by the efficiency of the whole process. Web status seemed to match each step of the way, even the "shipped" status was right on the money. The last Nikon I had serviced was an F3HP, back in 2001...that was not a horrible experience but it took 3 weeks to be completed. (sk)

My experience with Nikon's service was infuriating but worked out OK in the end. I sent in my D70s last summer because it was having a vertical banding issue. Basically at anything above base ISO, a pixel would get stuck on and corrupt all the info around and below it, so there was a red streak down the frame. Most of the photos from this camera go to a newspaper, so these images are pretty much worthless.

As directed, I sent it in with some printed examples and a letter expalining how to recreate it. They gave me an estimate for a sensor replacement and charged me around $250, exactly how much I forget. This information came almost immediately from the website where I OK'd the repair and paid for it by credit card. This information also came few days later in writing.

I got it back in a week and the problem was still there. Instead of a sensor replacement, they gave me a sensor cleaning, and I had a deadline looming. I had two days left to cover an important trade show, which is indoors, of course, and would require at least 400 ISO for most of the shots. I was absolutely furious.

After taking a couple hours to consider my options, I upgraded to a D200 just in time to get my article done. I was expecting another six months or year on the D70s before a replacement, which isn't good for business. Plus, I was still out for the repair that wasn't performed, also not good for business.

I waited a day to calm down before calling and explaining how thoroughly awful my experience was, and how much money I had actually lost in the deal. Since I'm an English professor by trade, I don't qualify for NPS. Even so, I have publication deadlines like clockwork and depend on work getting done as promised when promised because I have both a publishing and teaching schedule to uphold, especially after I had prepaid for work to be done that wasn't. The argument must have worked, especially about being charged for work not done, because they refunded most of my money, charging me for a sensor cleaning, and then replaced the sensor on a re-repair for free. I was OK with that, but such issues have lasting impacts.

Ok, I admit, I like the D200 a lot more (as an old F100 user), but still, it's not good for the bottom line. (jp)

I just this day received my 17-35 back from El Segundo.
 
The Problem:
The lens would chatter/squeak when it had to crank the focus a long way.  Didn’t seem to hurt anything but after a few months it was getting annoying.  Besides which I had heard that symptom usually meant a problem with the motor or a dying motor.
 
Experience:
They received it on a Monday (16th).

It was in their online system Tuesday (17th).

Repaired and shipped back the following Monday (23rd) and the online status was updated that day.

Received it today (Wednesday the 25th), 9 days after they received it.

I bought the lens new a year and a half ago.  Did not send in the extended warranty card.  Was not charged for the repair.
 
Overall a very positive experience and better updates than the last few times I’ve used them.
 
 
What they did:
B2
Write Up
Repair SC 201117
RPR SWM
ADJ INFINITY FOCUS
ADJ AUTO FOCUS OPERATION
CKD EXPOSURE
CKD FOCUSING MECHANISM
CKD ZOOMING MECHANISM
GENERAL CHECK & CLEAN

I wonder what “CKD EXPOSURE” means on a lens? [probably means that aperture activation arm linkage was checked for consistency -thom] (lw)

Last summer I sent my D200 to Nikon, El Segundo for the following repairs: Replace the "shedding skin", repair command dial that would no longer rotate, and adjust autofocus. The repairs were covered by the Nikon extended warranty ( camera was 1 1/2 years old). I sent the camera via US Postal priority mail from Honolulu, and had it back less than two weeks from the day I sent it. Everything was fixed, the camera was cleaned, and I was very happy with the service. Quite a contrast from the 6 weeks it took to fix my D70 a couple of years earlier. (sm)

I had my 70-200VR repaired and my D200 repaired.
 
Both B2 ranked repairs.
 
Lens cost $375.00
Camera cost $212.00
 
Almost 3 weeks to get my lens back and almost 4 weeks for the camera.  That includes shipping time from Portland Or. To El Segundo CA.
I sent them in the same package.  I finally had to call down and get them to ship my lens back that I needed, it seems they were waiting on the camera to be repaired so they could send them back together.
 
The customer service by phone was very good.
 
It would be nice if they gave an estimate on time as well as the repair estimate.
 
I thought the repair list on the invoice was a little hard to understand, it should be more clear on what they repaired.  I have some idea what they did but I have no idea on some of the repairs.  I guess I could call, but why not have it on the invoice? (sr)

Dropped my 70-200 (out of an unzipped backpack) this year.  Substantial damage to front ring (bent), autofocus would not settle, etc.  Sent it in to NikonUSA in mid-April.  Waited until early June -- on "parts hold" all that time.  Inquired several times about status; always received a response within a day, but not always with much information ("still waiting on parts" was typical).  After three weeks they discounted the repair by 30% without me asking, which was very nice.  When parts did arrive, the repair was done and the lens was back within a week.  I had the same experience as you -- the web site showed the lens still in the shop when it arrived at my door.   (dw)

I had a pleasant Nikon (Melville) repair experience to report....

My 70-200 has, from the start, been problematic on my D300.  I shot all last year w/ it on my D200 (>30k clicks), but on my D300, it would initially work after mounting and taking a few shots, but then, AFS would stop working.  Nothing new in this regard, based on all the boards.

For example, one night I was at my daughter's concert.  Took some pics for exposure, put the camera/lens on my lap and when my daughter's class entered, it wouldn't AFS.

Cleaned the lens & camera contacts w/ DeOxit, seemed to help a bit.  Then, tried it again and after mounting, it wouldn't even AFS.

Sent it to Nikon Melville w/ your service request form.  It was out of warranty (I had bought it used) and so the estimate came back at $387.  Very quick turnaround (sent from the Boston area to Melville via USPS standard, but tracked & insured).

Approved the estimate, and got the lens back w/ in 2 weeks.  Nicely packed, etc. But, no service info...just my estimate and original service repair request.

Called Nikon, and they apologized, it's supposed to be in the box.  They replaced the VR unit, and 'something electrical'....not sure what that was, and they didn't have any additional insight.  Presumably, something WRT the D300 issues?

Have used the lens twice, first time for about an hour, and second time for a couple of hours, no issues whatsoever.  The zoom action seems a little 'firmer' too. (cw)

I'm just a regular Joe Schmoe, not NPS. Sent in my Nikon 24-70mm lens for adjustment, ended up being a B2 Service. It was sent to the El Segundo, CA, location. Here goes:

Received by Nikon June 13, 10AM.
Service Order entered/email received June 16, 4:30PM
Shipped by Nikon June 19.

The lens was checked and tested, but nothing was fixed. I'm still of the opinion that my D300 is fine (no other lens I have is this soft anywhere but the center circle shooting a flat surface (newspaper) wide open. Stopped down it works fine, and using AF Fine Tune, ~+10 is the optimal setting for wide and tele sharpness. They told me to check the body instead. The turnaround was very fast and, assuming my lens needed repair, it likely would have been equally as quick.

A side note -- I received someone else's Service Order Estimate to my address set as both the Ship To and the Bill To. It sounds like I could have gotten a free body (if it were under warranty or if I'd simply declined the service charges). Nikon shuffled around for a while trying to figure out what to do, and ended up saying that they'd send the service order back to the Service Dept, and to "destroy the Service Order Estimate." Hope the body finds it back to its rightful owner...