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| p.1 #1 · My Letter to Nikon customer service. | |
After getting my D800E back in worse calibration than I sent it, here is my response. Let's see how they handle it.
"Gentlemen:
I have been a Nikon owner and user since the advent of the F5. Since the 1990’s, I have used the F5, F2AS, F3, F4, F6, D2x, D200, D3, D3x and now the D800E.
I purchased this camera in May, 2012 (see attached invoice). At the time of purchase, the camera had issues with the left side focus points. I returned the camera to Nikon service at that time.
In February, 2013, I noticed an alarming number of misfocused images. I tested the camera with several lenses, and found wildly inconsistent focusing, varying from shot to shot, even when the camera was tripod mounted, and the target was stationary.
At that time, I returned the camera for a second round of service. I received the camera back at the end of February, and found it to be in infinitely WORSE calibration than when I sent it. At this point, it is front focusing to a degree that is far beyond the realm of fine tuning. It displays this behavior with every lens I tested.
Compared to my Canon equipment, it is so far off as to be utterly useless.
I contacted Nikon on Friday, March 8, 2013, and was promised by Cxxxxx that I would be emailed a return shipping label within 48 hours.
On Tuesday, March 12, 2013, I contacted Nikon again, to inquire as to the whereabouts of the label. The customer service rep I spoke with had no idea I had been assured of receipt of such a label, but in turn, promised to email one out right away.
On Thursday, March 14, I made one more call to Nikon—only to be informed that is was standard operating procedure to request sample images before issuing any return shipping labels. Somehow, every customer service rep I had spoken with up to this point was completely unaware of this company policy.
The request for sample images was made, and answered (with supplied images) on Tuesday the 12th, BEFORE I spoke with the customer rep.
Also note, I am not specifying the several instances during this process where a Nikon rep told me they would look into something and email me an answer, only to be followed by deafening silence.
By law, items sold within the United States (under the UCC) generally carry with them an “Implied Warranty of Merchantability” in addition to any company warranty. Part of this implied warranty provides “They must be fit for the purposes such goods are ordinarily used…” I think, Nikon would be the first to admit that the ability to focus semi-accurately would be essential to the ordinary use of the camera…
Given that this is now the 3rd time the camera has been returned to you for repair, coupled with the breathtakingly inept (bordering on offensive) customer service-- I am, to put it diplomatically, substantially less than convinced that the issue can be made right with this body.
With that in mind, I am hereby requesting a replacement body for the defective body serial no. xxxxxxx.
What little faith I have in Nikon at this point, is the faith that Nikon will make this right.
Please do not hesitate to contact me if I may provide any further information.
Best,
Marke D. Gilbert
Attorney at Law
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