Upload & Sell: Off
Simple question, but I am probably asking too much.
If Adorama have Helen Oster, and B&H have Henry Posner, to scan photography forums like FM, why can't Nikon hire someone to deal with these customer service horror stories? (Helen even poped-up to help someone in a Toronto-based photo meetup forum.)
Both Helen and Henry are a huge asset to the company they represent. Nikon should learn from them.
Cynical (but probably correct) answer: Because B&H and Adorama both recognize and respect that consumers have a choice for retailers. There's at least a dozen reputable places online to buy your gear, often at the same price due to MAP and unilateral pricing. It's much more difficult for users to change systems, especially when they're already using what they believe is the best system. Nikon knows people will take the lumps of terrible customer service because they don't want to stop using the products they love.