where there’s smoke there’s forum fire
4 Stars for me, some days only 3
Nikon have a hard time to unify the same Service for any Market in the world, lately they have really done poorly in handling complaints with this new 70-200 VRII lens
Pete
BTW I looked inside my older 70-200 VR lens and everything looks fine
Not too long ago I got an email with a survey asking this very question.
I never quite know what should be my response.
All the questions I've asked have been answered quickly and accurately, so I can't really complain.
So let's make it 5 stars I say: ★★★★★
But then I say to myself, well there's always room for improvement, right? Let me give them 3 star to get them to improve: ★★★☆☆
Wait—that's not right! I could never give Nikon 1 star!
So in the end I settled with my original 5: ★★★★★
Didn't know what else to do, really, I mean I was happy. I figured somebody else will take care of the negative feedback.
★★
I have to admit that this is based on one experience and that everyone I talked to seemed very friendly. It was one bad experience, though.
JD Powers and Assoc. has already done the surveying for us. Here is what they found out for 2008-2009. The 2009-2010 results should be out soon I think.
Single-Lens Reflex Segment
For a third consecutive year, Nikon ranks highest in the segment, achieving an overall satisfaction score of 711 on a 1,000-point scale. Nikon performs particularly well in picture quality. Canon and Pentax tie to follow Nikon in the segment, each receiving a score of 697. Canon performs particularly well in functions/performance while Pentax performs well in operability.
Compact High-End Segment
Ricoh ranks highest in the segment with an overall satisfaction score of 713. Ricoh performs particularly well in the design factor. Canon (704) follows Ricoh and performs well in the functions/performance factor, while Panasonic ranks third in the segment with a score of 660.
Compact Zoom Segment
Among the seven manufacturers included in the segment, Canon ranks highest with an overall satisfaction score of 660. Canon performs well across all factors. Sony (659) follows Canon in the segment, while Nikon (657) ranks third.
Compact Stylish Segment
Sony ranks highest in the compact stylish segment with an overall satisfaction score of 657. Sony performs particularly well in the design and picture quality factors. Canon (656) closely follows Sony to rank second, performing particularly well in operability, while Nikon ranks third with 654 points.
Compact Standard Segment
Panasonic ranks highest with an overall satisfaction score of 625, performing well in functions/performance and picture quality. Canon follows with a score of 619, performing particularly well in operability, while Nikon (611) ranks third and performs well in the design factor.
Oh, I didn't know we were supposed to do overall satisfaction. I'd have to give 5 stars if that were the case.
Well it's all related isn't it? Besides when has ANY major company Apple, Dell, Toyota, Smith & Wesson gotten completely happy customer satisfaction results. It's not like we are dealing with an ebay seller here. Someone is always unhappy about something!
Yeah, that would be you guys :^P
Me? I've got nothing to complain about :^)
I'm just impressed that I've only dealt with their service once in the past 4 years. The D100 was built like a tank (I know mine is still kicking because I know the person I sold it to). The D300 as well. The D90 is built really well, too, though maybe not like a tank (a good thing sometimes). The SB-600 that I tried to get repaired was only broken because I dropped it. I should have just not dealt with their service in the first place, but how was I to know? I love Nikon equipment and I think they're turning out better cameras than canon, but I said two stars because I thought the thread was about their service.
Customer Service Only: repair time, upfront with what is wrong, fairness in repair cost, upfront in dealing with new product issues etc
Pete
Then you should state what the problem was and why you were not happy. I don't think jonny's counts either since he caused his problem, :^)
I've been very happy. I've never had a "major" issue. Only "minor" things like recalibrating, cleanings, replacement/repair (once) due to recall, etc.
That's what I thought, Pete. Even though I caused it, Niko, I think I deserve honest answers or at the least an honest price quote.
Here's a case study.
Broken SB-600. Called service and they said they could get it back to me within 7 days of receipt. Signed for by Nikon's recieving in el segundo on Nov 30, 2009. Still not 'in the system' on 14th of December, so I call that day, the next, and the next and each time am told that they will look into it and give me a call later in the afternoon. Each time no call. 17th of December finally receive the quote $152 when a new unit is $210? Come on. Immediately refuse quote. Don't receive return shipment until 24th December 12:00 noon (5 days after a wedding that I needed it for, but I just borrowed one instead). Fixed it myself for $12 by 3:00 pm. January 14th, 2010: posted 2-star rating of customer service on forum.
jonnyapple said:
The D300 as well.
I know! Mine's been banged, crashed, dropped (usually with me attached), pre-Ai'd, glued, rained on, snowed on, and a bunch of other stuff that you guys don't need to know about, and it's still working good as new! I'll never part with my beloved D300 :^)
Then 5 Stars from Niko, right
My personal and work experience with Canon would be lucky to get 2 Stars from me. Anyway my personal experience with Nikon with my 70-200 VR was close to 4 Stars, but one area that annoyed was that I called them in Vancouver and clearly explained what had happen to my Lens and that I was in a hurry to get it back for my next BMX race. I call later to get my cost estimate, but it was being shipped to the repair facility in Ontario, they actual can not repair this lens in Vancouver. Anyway it was repaired fairly fast in Ontario incl part shipped from Japan, but in returning to me it had to go over Vancouver
Anyway Why did they not tell me when calling Vancouver to send it to Ontario
Pete
jonnyapple said:
Even though I caused it, Niko, I think I deserve honest answers or at the least an honest price quote.
How was Nikon not honest with you? I use to work customer service and If you were calling me about your flash, I can only tell you what is in front of me on a computer screen. I am not being dishonest when I tell you a certain price or date that suddenly changes later. That is all the info I have to go by at the time you call.
If you call some other day then you will have to explain the situation again to another rep because I'm not exclusive to you and your problem. When that rep checks the computer it now gives another date or price etc. because a repair tech is saying, "wait a minute this is going to take longer because we don't have the parts". How was I (the first service rep) at fault?
Priority is often placed on recalled or still-in-warranty repairs first. And you know jonny that the days after Thanksgiving and up to Christmas is absolutely crazy for sending and receiving parcels!
I had trouble with an SB800 last year too. I figure it was a very simple problem and knew it was not worth me sending it in to get fixed since it would be "cheaper" to just attempt a fix myself or buy a new flash.
I've been through some really crappy customer service "issues" with other big companies and so far what I am hearing from you guys it peanuts compared to the hassles I've gotten from apple,dell,at&t,canon,cable,power company,airlines, etc.
It's 5 stars for France as well. I had to deal with them 4 times over two years and each time it was no complaints :o)
0 over here in Poland
I've worked customer service, as well, Niko, and I know you can't shoot the messenger in most cases. But how about when a messenger tells me that they're going to call me back and they don't? How is that not dishonest? That sounds like they're just getting the caller off the line and I trusted them each time. Three days in a row makes me feel like it's not coincidental. And I still stand by the fact that the quote was outrageous. I'm not trying to brag, but I've always been very good at troubleshooting and I had opened it up to see what the problem was. I sent the thing to them with a note telling them exactly what was wrong. Reading other people's experiences with SB-600 repairs, it looks like Nikon charges a flat rate for fixing the flash no matter what's wrong with it. How is that not dishonest? I paid $12 for the part and fixed it myself in about 1.5 hours. I'm sure an experienced Nikon tech would have taken much less time. I wouldn't have even posted this explanation if you hadn't asked for it, Niko, and I feel like I've explained myself pretty well. If you feel I'm being petty that's okay as it's your opinion. But I'm not changing my ratings (2 for service, 5 overall). And I'm saying nothing about Dell, cable company, etc. Customer service just generally sucks. But that doesn't make Nikon's not suck.
I only dealt with Nikon service when I had my AI lenses converted to AIS. Many years ago they were fast and reasonable. None of the Nikon AIS lenses ever had a problem, none of my film bodies ever had a problem and in the last year my D90 and lenses have never had any problems. So I gotta say 5.
So jonny you're "upset" that they didn't contact you in a "timely manner" and that the price quote was too high, right? How much would you have been willing to pay for repairs from Nikon?
adamz, what was your 0 star experience?
I think Niko overall they have some issues in Poland with Customer Service. Maybe Nikon should close down the Service Center in Poland and use other places in Europe. Here is Canada we have to sent along distance either Vancouver or Toronto app 5000 kn apart
This was a link that Adam had on another Thread about service horror stories in Poland
http://www.polishnikonservice.com/
Pete
Yeah I know about the problems in Poland, but I thought we were only going to mention personal experiences with Nikon customer service like jonny and ted2001. I'm only interested in specific "drama" or praise.
NikoDoby said:
So jonny you're "upset" that they didn't contact you in a "timely manner" and that the price quote was too high, right?
No to the first, yes to the second. I was 'upset' because they gave me false information, which I consider dishonesty. The first time I contacted them, they said I could get it back 7 days from receipt of the item. I don't know how you define receipt, but I sent it UPS so I know the day they signed for it. I asked on that first phone call in November, "Can I count on that time frame? I'm doing a wedding on the 19th and I need this fixed by then." They said yes and that they might even be able to rush it since I'm using it professionally even though I'm not an NPS member. From the day it was delivered to them, even if they meant 7 business days and allowing two days for them being behind after Thanksgiving, I should have gotten it back a week before that wedding. I got it back the 24th of December and that was with me refusing the quote within 2 hours of them posting it online.
NikoDoby said:
How much would you have been willing to pay for repairs from Nikon?
$60 ($40 for labor, $10 for the xenon tube, $10 shipping) would have been fair.
So here's my justification for 2 stars: –1 star for incorrect initial time frame estimate. –1 star for not even opening my package for over two weeks. –1 star for lying about calling me back (if you're not going to, just don't promise it and no harm done. I know your hands are tied when you work phones because I've been there for 2 years of my life). –1 star for the outrageous one-size-fits-all repair quote. +1 star for polite representatives. That's 2 stars out of five. I don't know how I can convince you it's justified, Niko. I am always very polite on the phone since I know from personal experience that anger and frustration vented on a call center worker at best doesn't help anything and at worst loses you your only advocate with the company you're contacting. I was very clear in stating that my rating is based on one experience only, so people know to take it with a grain of salt. I would have left it at that but you seem strangely interested in discounting what I'm saying. Did I talk to you one of those times in December? ;-)
I've only had to deal with customer service (warranty repair) one time, and I'd give 5 stars. If by customer service, you're referring to Nikon's relationship with its customers, I'd give a slightly lower 4 stars.
You're not trying to convince me your rating is justified jonny. I'm just interested in hearing how Nikon could have done it differently for you. I don't think anyone, except a local shop, could have fixed your non warranty covered flash in 7days for $60 dollars. Sorry you had such an unsatisfactory experience dealing with customer service. I hope you call me, I mean, Nikon again if you run into any further difficulties with your Nikon product. Have a nice day Mr. Apple.
I always introduced myself as Jon Paul as a CS rep, and I was always surprised at how many people called me 'Mr. Paul.' My wife still calls me that just for fun sometimes.
NikoDoby said:
I don't think anyone, except a local shop, could have fixed your non warranty covered flash in 7days for $60 dollars.
Then how did I, who have no training in repairing these things and no diagrams, poke around with my soldering iron for 1.5 hours and fix it? I'm pretty sure I could do it next time in 40 minutes. If you think my time is worth more than $25-$50/hour when I'm doing that then I wish you were my boss.
You must log in to post.
