Friday, August 10, 2012

Dear @NikonUSA : You've Had My Camera for 2+ Months; Return It (or call me), Maybe?

With humble apologies to my regular readers.

To whom it may concern at Nikon USA:

I regretfully write this letter because I have received no response from your customer service department after multiple calls and two weeks (as of this writing) of waiting (and I am emotionally exhausted).

On June 4, I approved repairs to my Nikon COOLPIX s9100, a camera, about which I have publicly raved, on this very blog, on many occasions. (Click link for the full list of posts.)  

Unsolicited advertising in my blog's sidebar
(I'd really love to remove the part about it being in repair.)

I am well aware that your company has never heard of me, and with my modest blog readership, would never have asked me to advertise your product, but as a serious blogger, who publishes hundreds of photos of her (and others') pets, having a good camera with which to take them enhances the quality of my work. In short: I share the brand of camera I use as a courtesy to my readers - because the photos (of which I am proud) make them smile.

This past May, at a public sporting event, where I photographed several spectators' dogs, there was an unfortunate accident that resulted in damage to my camera lens. After determining that the cost for Nikon to repair it versus me purchasing a replacement (even though I could have purchased a new s9100 - which is now discontinued - on closeout for less than half of the suggested retail price), I elected to go with the repair. I was even prepared for the possibility of having to wait several weeks (in the event parts would have to be ordered from Japan). (And incidentally, discovering a "Parts Hold" on my account, several weeks ago after inquiring online, satiated my need to call your company for several weeks.)

On August 1, however (after waiting nearly two months), I called your customer service department at 1-800-645-6687 to inquire about the lingering hold. The associate, unfortunately (after placing me on hold to check on it), could not provide any information. He then offered to send "an e-mail" to the service area and, upon their reply, would send me an e-mail (within 24-48 hrs. of my initial call) with their response.

Having heard nothing back from this associate, I made a follow-up call, to the same toll-free number, last Friday, August 3. The associate who took my call, although empathetic, explained (after putting me on hold to locate the associate who took my first call), that the service department had never responded. She then assured me that she would "take over" my case, but that regretfully (just as I was told during my first call), she would have to send an e-mail (marked "urgent") to the service department, and that I should expect an e-mail response within 24-48 business hours. I wanted badly to trust her since she had sounded so genuinely concerned.

Today, one week later, without having received that promised e-mail, and with "Parts Hold" still showing up as my repair status online, I am writing this letter.

Please know that I understand that things happen, and that just as the Parts Hold status indicates, my camera might simply still be in the queue for a (seemingly back-ordered part from Japan). What I do not understand, however, is how Nikon can be okay with ignoring its customers. I know that my point-and-shoot COOLPIX is relatively inferior to your more expensive SLR cameras (and that possibly this has somehow made me less of a repair priority), but it is the camera I purchased (after doing hours of research) and it makes my picture-taking a joy.

All I ask is for someone at Nikon to afford me the courtesy of a response, including an honest estimate about when I can expect my camera to be repaired and returned to me.

Thank you for your time.


Elizabeth K.
Creator/Author/Amateur Photographer
The Chronicles of Cardigan

P.S. I will provide my service order number and/or customer service reference number (from my call to Nikon on 8/3) upon request.


  1. Sometimes you have to keep on pushing these guys.
    I once bought an expensive scan machine from Toshiba and just a year,it failed.No one came from the service dept for 6 months.I complained straight to the company in japan and they sent someone immediately and delivered the parts from japan.

  2. How incredibly annoying! I think companies like Nikon just figure, in our throw-away society, that repairs aren't much of a priority. Most people just chuck it and get a new one.....but that certainly doesn't excuse the sh*tty customer service. If they don't play nice soon, I think I would become an ex-Nikon owner.....Nice pictures or not.

  3. That is a shame. I can testify to the fact that your photos have been admired and Nikon has always received a plug.

    Too bad they can't play nice.

    Tom xx

  4. Wow. Something is broken in their customer service chain!

  5. I hope you hear from them soon and get your camera back. We miss all of your photos of the boys!! If not, you can always go out and buy a Canon :)

  6. That stinks. I know it's different, but this is why I haven't taken my vacuum cleaner in to be repaired. I'm afraid I will never see it again!

  7. WHAT! mom would be saying HBO words
    Benny & Lily

  8. That's WAY too long to wait for a repair! Mommy says you should contact Nikon corporate if you haven't already. She always goes straight to the top when she doesn't get a response at the bottom. If ya need it... Nikon Inc., 1300 Walt Whitman Road, Melville, NY 11747-3064, U.S.A. 631-547-4200.

    I hope you get your camera back soon. My mommy would be lost without a camera.

    By the way... be sure to check out my Saturday post. :)

    Woofs & huggies, <3

    ~Bailey (Yep, I'm a girl!)

  9. Naughty naughty Nikon. Good luck! Have a wonderful Saturday.
    Best wishes Molly

  10. Oh, I'd be hot! I have a Nikon SLR, and fortunately have never needed repairs on it, but if I did, I'd be breathing into a paper bag until I got it back. I hope this letter does the trick, and I shared it on Twitter again just for good measure. Maybe they'll see it and respond if it appears in enough public forums!

  11. And such a good camera company. I wonder how they got there if they don't follow through with service!? I'll remember that when I buy a new camera.

  12. Ugh. I hate to hear about bad customer service. Especially from companies I would normally admire. Hope this helps.

    Way back when the internet was new, I encountered some bad customer service and a friend of mine at the time told them "I have a website - your name will be sh*t in Istanbul by the time I'm finished with you." It may have been an idle threat at the time but he wasn't too far off. I thought most companies have learned that by now.

    BTW - - tweeted your post to them. Might get you some attention. :]

  13. How annoying! I just don't understand when companies fail to understand the importance of customer service. I hope your post helps get Nikon's attention!


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