Nikon Holds Equipment Hostage Accusing "Impact Damage" to Get Out of Warranty
MELVILLE, TENNESSEE -- On 4/23/2012 my favorite Nikon 24-70 f2.8 G lens was bumped against a piece of drywall, and now needed a new filter ring. I’d been putting off purchasing a new rubber grip, but was otherwise performing 100% up to my expectations and my favorite lens.
In September of 2011, I decided I finally had a short window of time to work on lens, and called and spoke with Terrell S. @ Nikon support and asked to purchase (2) $20 parts to replace the filter ring on my 24-70 and and was informed that I could no longer order them, and had no option other than sending lens into be repaired in-house. (Thank goodness we can go order parts for our cars, otherwise we’d have to take them to the dealership every time we needed a new headlight bulb)
On 10/31/12 I sent the lens in to have the ring and grip replaced, received estimate for $772 related to “impact Damage” - the lens had never been dropped or even made a funny noise or been stiff ever.
On Jan 31st, 2013 after over 20 emails and 15 phone calls, I finally gave up and simply paid them at a discounted rate ($621.02) and didn’t receive my lens back until the first week of March.
I began using lens in March and quickly noticed that focusing seemed a little “off” but in the busy wedding season I simply blamed perhaps user error or maybe camera settings (fine-tuning on body)
On June 2nd, 2013 I sent Nikon service a message stating that the lens was indeed still having problems and that I was VERY unhappy considering that the lens was working better PRIOR to my simple attempts to purchase the filter ring which ended up costing me $621.
ALL NIKON SERVICE has a 6-month warranty and June 2 is less than 6 months from March.
Sara B (upper level person) replied to me the next day requesting sample images.
I finally (after extensive testing and experimentation) submitted sample images (quite a while later due to some family and travel related issues) but it was confirmed that the lens was still in need of service.
At least this time I got a loaner lens (which seems to be banged up worse than any of my lenses, but at least it focuses properly) - I sent my poor lens off again on 11/11/2013 and Now, I’ve been given the same exact run-around - they’re accusing me of Impact damage (a second time??) and sent me an estimate for $640 on 11/16/13
This is heinous - I’ll be selling all my Nikon gear and switching to canon. It breaks my heart as I’ve always been a die-hard Nikon fanboy, but can’t keep getting mistreated. Now, like a battered spouse, I’m TERRIFIED of having to send in any of my other lenses, for fear they’ll accuse me of “IMPACT DAMAGE” again.
What are we professionals to do? $2300 lens and just a filter ring and rubber grip are about to cost me $1250 and over 40 hours of time sending emails, phone calls etc - just trying to get treated as though we’ve spent $20k in equipment.