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NPS can diagnose and repair a Nikon D4 in 20 minutes

Nikon-D4-repair-by-NPS

Nikon Professional Services (NPS) published a new video demonstrating how quickly they can diagnose and fix a Nikon D4 DSLR camera - the total repair time was 20:42:

"If you're a pro photographer, you need a support service that gives you fast and efficient repairs. Nikon Professional Services (NPS) Service Technician, Kodai Matsumoto, demonstrates just how quickly he can diagnose and repair a Nikon D4 - shot on location at the FINA World Swimming Championships, BCN2013, in Barcelona. NPS provides support services like check and clean, running repairs and equipment loans to accredited Nikon photographers at major events like BCN2013."

Here is the video:

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  • LH

    Wondering why it took 3 weeks for my D3s then…

    • http://nikonrumors.com/ Nikon Rumors

      With NPS?

      • Jeroen Wijnands

        Who gives a toss about NPS or not?! Nikon should learn to treat all their customers as valued customers. It should not matter if you bring on your old D3000 or a D4. We all want our gear back checked and fixed and on the agreed date!!!!

    • kev

      Same for me, d3s who had gone to the dealer, and the date of diagnosis nps the repair was at least 3 weeks. Maybe it’s just in japan than france this kind of quick repair… Anyway I got the camera body just in time before I took the plane for the return to my island (here you pay duties for repair gear, except if you buy them here with +40% of the original price, awesome huh ?!)

  • MB

    Whoa!

  • Eric Calabos

    What a hysteric laugh

  • Rex

    That just proves he can take it apart and put it back together in 20 minutes.

  • http://www.daneitz.com/ David Neitz

    Sent out my D4 on a Tuesday and had it back on Friday via NPS. NPS has been awesome.

  • Mardock

    I don’t want it done fast, I want it done RIGHT.

    If he needs two hours to make sure it’s done right, then I’d rather that than a 20 minute slop-job.

    • Guest

      Hi kid, does some one hurt you?

      • Mardock

        Hi old man. Does you have know to speak English correctly?

        Idiot.

    • Brian

      I think the point of this video was he was on location. An event is going on. Need it fixed fast. I’m sure the same urgency isn’t present when a body comes into the service center.

      • robert

        who says so?
        needing gear to shoot a wedding isnt important or urgent? a once in a lifetime memorable event?
        your opinion of urgency is yours only.

    • Remedy

      Sure I want my D4 fixed in 2 hours or 2 days, I’m sure they’re gonna pause olympics, worldcup or any other gig for me so I could get my camera back on time. Get some fking sense to your head.

    • Jon Paymaster

      If they do it this fast – under an hour – their repair service should not charge $600+ for B2 Service. That’s Donald Trump pay grade…

      • humenbean

        And take two to three weeks to get it back. My D800 had battery damage (from humidity) and they took (not counting shipping) a week to fix it. What the actual F. CPS is so tempting.

  • gregheller

    In the meantime it is taking more than 10 months to fix a little old D600

    • scott800

      What was wrong with it? I sent mine in and got it back in about 3 wks?!

      • http://nikonrumors.com/ Nikon Rumors

        Again, are you NPS or just a regular repair?

        • Lee

          That’s a bullshit excuse. Every customer pays the same amount (way too much) for these cameras. There shouldn’t be a hierarchy of who actually gets their gear fixed and who doesn’t.

          • Ron

            Huh wrong… NPS get preferences because they make a living from using the gear at high end events.

            It saved our bottoms twice being a NPS member. First time was a D3 that locked up non-stop (took 2 hours to fix it at the London Olympic Games) and previously (before my time) when a 24-70 zoom turned from buttery smooth to very rough (got it back the day after).

          • hgf

            Every customer does not pay the same amount. Hobbyists do have more gear than pros though in many instances and that kind of blows concerning repairs. As far as the cameras being too much money etc.. well no one is forcing you to buy them. There are plenty other of options on the used market that are very adequate and far less money. If you want the best then you pay for it. What would you expect to pay for camera?

          • yrsued

            But Professionals BUY more gear than Normal Hobbyists!! I run with over $75K of Nikon Gear, they started NPS to help those who make 100% of their Livelihood with their gear!! To me, my Nikons are Tools, the Tools of my trade. After 26+ years of Official membership and yes, I had to prove that I was published, I appreciate NPS and Nikon.

            Canon CPS is a Club!! You have the Money and Serial Numbers (you don’t have to own the gear) and you pay your fees (Up to $500 per year) and you too can belong!!

        • http://micahmedia.com/ Micah

          Correct me if I’m wrong, but NPS just gets you higher up in the queue with the same repair folks.

          • jk

            And you are eligible for loaner equipment.

            • yrsued

              Yes, Loaners and faster Repairs!!

        • jk

          NPS is a very valid reason to have priority. You have to own 2 pro bodies and prove that you make a living full time. This however, does not warrant some of the crazy turnaround times and crap service for everyone else though. Nikon Canada (Mississauga) had some of the worst staff ever. Missing cameras, unpredictable pricing and very rude front desk people. Last I heard they recently restructured and replaced a lot of them. Some of the worst service ever and I am an NPS member.

          • yrsued

            That must be a Local Problem and you should bring it up with management!! Melville and NPS in NY is great!!

      • gregheller

        I’m talking about the oil/dust contamination.

        • scott800

          I got mine back, good as new (well better ‘cuz there was no more oil problems) and had an additional issue with a loose grip piece. 3 wk turnaround? How are you sending it in? NPS?

          • TN

            How did you send in yours? I sent in with the prepaid postage 2 weeks ago and haven’t heard anything from Nikon? I sent d600 in for oil/spot issue. Thanks,

            • gregheller

              Sorry – I didn’t mean to freak everybody out – it was a sarcastic remark about the lack of Nikon owning up to a quality issue on one of there products and having them admit it and fix it properly for everyone for free, like in no questions asked. The ten months refers to how long it has been since the camera was announced/available, and I do know how to clean a sensor. Again I’m sorry

            • scott800

              ok, lol. Nikon did own up to it, i think, and do fix it fast and free now. Don’t worry about the confusion, just one of many misunderstandings on this blog… everyone can get pretty ruthless.

            • Scott800

              Sent mine in same way, and didn’t hear a word until it was resolved and on its way back 2 1/2 week mark. I think they have so many of this type of repair, they just fix and return.

            • Scott800

              Sent mine in same way, and didn’t hear a word until it was resolved and on its way back 2 1/2 week mark. I think they have so many of this type of repair, they just fix and return.

        • TD

          … learn how to clean your sensor? I asked nicely at a camera shop in SF, CA and the tech showed me proper technique in about 5 minutes.

    • QReply

      Nikon NPS is like a club and you get preference/priority of your repairs or request over general everyday people/public..and D600 does not qualify as NPS main body, only back up

      • Brian

        I’m NPS and I don’t notice any faster repair speed then before I was NPS.

        • yrsued

          I get Very fast Repairs, I have been NPS for over 26 years now

          • Brian

            Well I think sometimes parts hold happens and it doesn’t matter NPS or not.

            • yrsued

              Yes, Parts Holds DO happen and even if you are NPS the gear is just NOT available for Loan!! It happened to me a few years ago, we sent in a 200-400 and it was World Series Week, all the loaners were at the Game.

    • Aldo

      I say bluff.

  • Edgard

    Here in Spain is more like 20 days… at least. It’s a shame.

  • vitamin_s

    I have given my D800 for repair in Mumbai, India as it was not focusing correctly with the viewfinder, probably phase detect sensor is misaligned. Its been over a week now and they still hasnt given an update to me. Looks like someone will have to come from Japan to show them how its done…. USELESS NOOBS

  • FDF

    Nice, the regular repair in my country takes two weeks and 90€ to open up a D600, push a bit that was sticking out back in and close it up again. I fell with it and it struck a rock (without leaving my hand), and the part of the casing under the af mode selector was sticking out after that. Well, at least they cleaned the sensor for free (they had to anyway).

  • ROY

    No
    kidding me..i had one camera 2 months and one week in Nikon Sweden bcs
    Iceland repair shop are not able to fix it;one lens brand new was 2
    times (every time 1 month) in Nikon Sweden for repair,another lens after
    6 months the rubber from zoom became large ; now another camera was
    send to nikon repair bcs screen became white(same camera what came from
    factory with ‘oil’ on sensor.Very curious how long it take.I am NPS
    memeber..so what? if i had my equipment for months in repair shop!NPS
    sucks !Is just advertising !

  • Matt

    Great. The video should then show them billing the customer $700 for “impact damage”. On a side note, I dropped my 85mm f1.4G this weekend and cracked the outer plastic as well as dislodged the internal dist scale. It’s headed to NPS this afternoon. Cannot even guess at the time/$ this one will be!

    • Sahaja

      Well at least your “impact damage” is real.

  • Sahaja

    I remember watching one of those shows where an army team completely dissembled a Landrover down to the last nuts and bolts, and then put it all back together again and drove off. Can’t remember how many minutes it took them – but it wasn’t long. Doesn’t mean that other mechanics can work anywhere near as fast though.

  • Jeroen Wijnands

    “If you’re a pro photographer, you need a support service that gives you fast and efficient repairs.”

    So… if you’re a hobbyist (which I suspect covers 99.9% of all the Nikon DSLR gear) you’d be lucky to get a fixed bit of kit back in 3-4 weeks?

    • kassim

      Yes.

      p/s:99.9% maybe a bit exaggerated, 95.23% is more like it.

  • Daniel

    After assemble back my D4 like the video, I found a few extra screw on the floor.

    • Jarod

      Me so smart! Me fix camera! Me have stupid grin on my face!

    • zoetmb

      I think he left a screw on the table. Look like it might have been a black screw.

      Look, it’s very nice that NPS provides such a service at important events for pro photographers.

      But I paid just as much for my D800 and my lenses as the pros do. And the last time I sent a lens in (my 70-200 2.8), it took something like three months to get it back. It actually needs to go back in because it sometimes “sticks” while hunting focus, but I can’t let it go for that long. I brought it to a local place, but the guy said Nikon won’t let him by parts anymore, so there wasn’t much he could do.

      And as per n11 below, there is absolutely no reason for Nikon not to have parts inventory on current and recent cameras. None. If they don’t have them, they should cannibalize current stock. There is no way they should be leaving us hanging, especially on the expensive bodies.

  • E.J. Peiker

    Yup and that just cost $700 :)

  • n11

    Here’s the thing, I sent my D800 in for repair for the top LCD screen (cracked), apparently the front mount was also damaged so they needed to repair that. Ordered were placed for parts from Japan, I finally got my camera back, after six weeks!

    I was very excited, until I found out the CF card did not work, I tried 3 different CF cards. So I had to send it back and they fixed it and I was with my camera again in 2 weeks.

    Then I noticed that the viewfinder toggle was damaged! That was another almost 2 weeks of repair-time. I think it maybe be every so slightly still off. But at this point its just like”!!!!”.

    So get your shit together Nikon. You have the camera, find out what’s wrong and what you need, express-ship those parts from Japan (you should try and have them in stock regardless), fix the sucker, have someone look it over before you ship it back to me. This repair was a joke. (Non-NPS)

    It brings back bad memories from about 7 years ago when I went a coolpix P&S camera in for repair (through best buy), and I received it 3 months later. What the heck?!

    • wys

      I had pretty much the same experience with a 12-24 f2.8 repair. I took it in for a stuck zoom ring, (luckily i live near the repair center so saved me the shipping cost/hassle). After 2 weeks I got it back “fixed” but they mounted the integrated pedal hood at a 45 degree angle. I spotted before I left there office and the lady apologized and promised to have it ready by the next day since it required the tech to dissemble it to correct. Next day I got it back with the hood in the correct position and the lady was very apologetic and told me they gave it to a more attentive tech this time. Well the lens hood was on right but this time the aperture was completely stuck closed. The manager than came out to apology then gave me a brand new replacement.

      • n11

        Damn, you’re lucky. I dropped my off the first time since I was near the Nikon building, but afterwards it was shipping back and forth.
        I wish I had gotten a new model as well :/

        • wys

          When I dropped of the lens they gave me the option of picking it up or having it shipped to me at no cost. This was only a year ago at their El Segundo office. I don’t know if their policy has changed or not.

      • Aldo

        I’m curious as to how you handled the situation (attitude wise). give us tips to get free replacements!

        • wys

          Attitude wise I was very courteous with the front desk rep. At no time was I aggressive or negative with them. I was almost comical about it when I explained that I had only had it for 3 weeks. I do honestly believe that if I had to deal with them on the phone and had to ship the lens to them my outcome would be been different.

        • yrsued

          Simple, Son’t act like an ass and they will be glad to help you!! Be nice and they are nice!!

      • 2kfire

        12-24 f2.8?!?
        Last time I sent in a non-existent lens, they made me pay the return unicorn shipment fee… ;-)
        (I’m sure this was a typo but I couldn’t resist!)

        • Wys

          Lol opps my bad, 14-24mm f2.8 as you guessed

          • Daniel Shortt

            with that said, a 12-24 2.8 would be sweet!

  • n11

    Here’s the thing, I sent my D800 in for repair for the top LCD screen (cracked), apparently the front mount was also damaged so they needed to repair that. Ordered were placed for parts from Japan, I finally got my camera back, after six weeks!

    I was very excited, until I found out the CF card did not work, I tried 3 different CF cards. So I had to send it back and they fixed it and I was with my camera again in 2 weeks.

    Then I noticed that the viewfinder toggle was damaged! That was another almost 2 weeks of repair-time. I think it maybe be every so slightly still off. But at this point its just like”!!!!”.

    So get your shit together Nikon. You have the camera, find out what’s wrong and what you need, express-ship those parts from Japan (you should try and have them in stock regardless), fix the sucker, have someone look it over before you ship it back to me. This repair was a joke. (Non-NPS)

    It brings back bad memories from about 7 years ago when I went a coolpix P&S camera in for repair (through best buy), and I received it 3 months later. What the heck?!

  • http://micahmedia.com/ Micah

    …and a D700 in 14 months. Maybe.

  • Guest

    Nikon repair has been a joke. No I’m not NPS, but I’m not a retard. I brought in the D300 with focus problem, and demonstrated the problem (it couldn’t grab focus) in front of the rep. And she told me there was no problem; the AF system was just too complex to use.

    • http://micahmedia.com/ Micah

      Reps aren’t anybody special. They’re just B2B manufacturer to retail business sales people. They aren’t necessarily photographer and so won’t know anything about the cameras. However…be lucky if you’ve never dealt with their repair department.

  • iMike

    I knew this story would stir up some hurt feelings.

  • Paul Hagger

    This is an impressive video and I think some of you are being a little too precious. For all those whinging about how hard done by you are…”harden the f$%k up Princesses”. Sometimes, life is just not fair…get over it and move on. I wish people would see things as they are…a tech stripping down and reassembling a D4 in around twenty seconds, nothing more, nothing less.

    • Paul Hagger

      Sorry…twenty minutes, nothing more, nothing less;-)

    • Jeroen Wijnands

      Oh, you’re right Paul. I think we’ll leave Nikon up to tough guys like you. Perhaps us Princesses are better served by a brand that’s cheaper and has much better service.

    • yrsued

      Well said!!

      I sent one of my D4′s back to Melville on a Monday, got it back by Friday!!

  • Joseph Li

    Ok then I guess we all need to be NPS to get proper service. Tons of horror stories about Nikon repair. I will add mine to the list:
    2011: I sent a fully functional 200 f/2 vr to get fungus cleaning om 1 rear element, they quoted me $500. I said fine. 1 week later they tell me the AF is bad and the quote increased to $1600. I said fine. I was put on parts hold for 4 weeks. I got the lens back after 6 weeks, and upon first mount, I noticed my VR is bad and the camera wont recognize the lens.WTF! I sent it back and they replaced the VR for free, took another 3 weeks because of parts hold. Did they ever check the lens after it’s repaired? I doubt it. So this took 9 weeks and $1600 and 2 times of shipping totaling over $140

  • Scott M.

    Nikon Service in LA cleaned and claibrated my D800 in two days for free. Two lenses and a teleconverter. Also cleaned a D7000 and 18-200, which they shipped in five business days.
    I was extremely pleased with them. NO, I am not NPS but would like to be some day.

  • CJ

    Then why the heck is my D800 back for the third time for the auto focus issue. Something smells here

  • Stanley77

    I sent a lens to California for $100 shipping and insurance two ways, they did not fix it, $250 and the local repair pros fixed it. $350 total now to get it fixed. My wife’s lens was fixed for $330 locally. I will not suck into Nikon and their maybe we fix it maybe we don’t service. Nor will I pay extra for a USA lens. All our stuff needs repair and service, I see this as an added cost to my camera and lens. Try having a boat if you want to see added costs, this is small potatoes, that said, Nikon is jobbing us on service.

  • fjfjjj

    Look at him laughing at 0:18. He knows it’s ridiculous how complex these contraptions are. So complex that Canon and Nikon are regularly producing lemons out of the factory, and causing new malfunctions in the repair process. What to do? Yes, NPS repairs tend to be faster and more reliable, but still too many bad stories are told.

    • Calibrator

      What would you rather have? A DSLR with a body like current models or one that weighs twice as much and is 50% larger?

      I guess most people don’t care how complex the body is inside as long as it performs and handles well.

  • j

    Is just some market strategy bullshit

  • http://www.jphotog.com Hrunga Zmuda

    And yet they charge so much for labor! :-/

  • D700 repair

    If only they could have be as good with my broken D700 instead of saying they can’t do anything, while an independant shop fixed it for only 300 Euros

  • delayedflight

    I hope people realise that not all the Nikon branches around the world are actually owned by the parent company in Japan. Many trade under the Nikon brand as the local distributor.

    So service usually varies between them. As for me Nikon Australia fixed my D800 in just under 5 working days so I’m happy.

    • solartempest

      In Mississauga, Canada, it took them 4 days to repair “water damage” and to do focus calibration/adjustments all under warranty.

      I was pretty happy as well!

      • http://kyleclements.com/ Kyle Clements

        It took them 3 weeks to clean the oil spots off my D600.

        On the upside, they did a really good job of it, and despite telling them to contact me and I’d pick it up in-person, they shipped it to my home, free of charge.

        The girl behind the counter was really friendly and knowledgeable, as well.

  • Gary

    Last year I dropped my D200 in water (long story). In addition to the water damage, the battery door and the area around it was damaged. I sent it to Nikon here in the UK. They emailed me a quote on the day they received it, I accepted the quote, and the camera was back in my hands working fine with a week. I’m not an NPS member.

  • cam

    Shame the video was shot on a Nikon, it looks all washed out.

  • Jens Marklund

    But changing the rubber on my D700 would take 3-4 weeks and cost around 200 dollars. Great service Nikon!

  • jk

    Now please explain the $380 charge I incurred just to look at the camera as well as the 2 week return time and an additional $1200 charge for the repair? I am an NPS member in Ontario.

    • yrsued

      Did you drop it or something?? Or just Dunked it in a Lake??

  • Gabriel Rodriguez Santa Maria

    Wow…that must be in heaven. Here on earth im having a blast trying to get my D4 repaired http://www.youtube.com/watch?v=qySVggVDiEg

  • jon

    When you see that they never explained why the AF-C of the D4 is so loosy on slow moving objects…. shame.

  • Jose Colucci

    I sent my D800 for repair. The right focus sensor was off, and not by a small amount. They fixed it: the right sensor is now in focus but the center sensor is off. Nikon, is this what I deserve after 35 years of loyalty? You are alienating your best customers.

  • KOCO

    Doesn’t look ESD safe. Unless he has an ankle bracelet he’s not grounded and could damage a circuit board like that…..

  • Mexecutioner

    I wonder then why Nikon Melville decided to ship me a new D4 after 3 failed repair attempts. After I asked why I was being sent a new one David Dentry said: “it was easier for us to send you a new one than repairing it”. The camera did not focus properly, either front or back, but never spot on.
    Maybe they should send this guy to NY or El Segundo to show them how it’s done.

  • http://blog.LITfoto.com/ Matthew “fotomatt” Lit

    Of course, it will take them 10 weeks to get to it, another two weeks to find it when you call to find out where your camera is, 10 more days to actually do the work, three days to find it again and two days to return by UPS.

    And this is why I’m no longer an NPS member. :~/

  • http://blog.LITfoto.com/ Matthew “fotomatt” Lit

    Sorry, that was particularly sarcastic. :~

  • http://blog.LITfoto.com/ Matthew “fotomatt” Lit

    Oh. Nevermind. Just read the other comments! :~D

  • M H

    hahah I sent my D4 in under NPS and it took them about a week to tell me what the hell was going on… and I told them where the issue was and sent sample images etc… they still found nothing so they just replaced the whole sensor basically.

  • MichaelMagpie

    That’s if someone from Nikon actually calls you back or gives a stuff.
    You should try the crap service from NPS in Australia at the moment

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  • [ r2:studios ]

    Oh really? My D4 has been to Melville, NY two times within the past 14 months for electrical related issues. The first time it went in for 3 weeks as the mic input stopped working.

    This last time it vacationed there for over a month. Here’s the real kicker with the latest repair…ten minutes after opening the box and inserting a fully charged battery and a CF card, it stopped working completely.

    This is the premium kind of service that NPS members get. I would hate to fathom how regular consumers get treated.

    At this junction, seven years and over $25K spent in Nikon gear, I can’t believe that how Nikon service has devolved. It really has me considering a brand re-alignement.

    I know that I’m not Joe McNally but pro-service should be what it inplies. Pro Service.

    I digress.

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