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Photo Forum / Digital Photography / DSLR Cameras / September 2005Does Nikon web support stink?
Is it just me, or does Nikon's web support system stink? (At Nikon Canada, they call it the "Imaging Support Centre", while at Nikon USA it's called the "Nikon Knowledge Database", but it seems to be same server...my support account and inquiries show up at both sites.) Recently, I was trying to download the latest full version of Nikon View for my Apple iBook. Unfortunately, for some reason or other, Nikon's web site keeps telling me my D100 isn't registered with them, and they won't let me download the software. In fact, I ***am*** registered, I bought my D100 from a legit Canadian Nikon dealer, and I can download lots of other stuff from Nikon for both Macs and PCs...except this one package. So I sent them an inquiry through the support centre, asking Nikon what was wrong. As usual, I got an automated e-mail from their server informing me that "you should expect a response from us within 24 hours". Well, after nearly three weeks and a couple of further requests that Nikon respond, I still haven't heard anything from them! This is not the first time I've had problems with getting Nikon support to respond. And when they do respond, too often Nikon's attitude is "that's the way it is, tough", or "no, you can't do that, too bad". You'd think that being a Nikon user for over 30 years, and spending thousands of dollars on Nikon gear, would entitle me to at least some decent service. Apparently not. I like Nikon cameras and lens, but frankly I'm fed up with Nikon's non-service. Is Canon any better? I really could see switching over to Canon... > Is it just me, or does Nikon's web support system stink? (At Nikon > Canada, they call it the "Imaging Support Centre", while at Nikon USA it's [quoted text clipped - 23 lines] > non-service. Is Canon any better? I really could see switching over to > Canon... I always call the 1-800 number here in the states. They've bent over backwards for me, calling me back with extensive answers (more than I was looking for) on a couple of occasions.  SignatureRegards, Matt Clara www.mattclara.com Whenever I call the 800 number I get excellent service. Forget the Net. >> Is it just me, or does Nikon's web support system stink? (At Nikon >> Canada, they call it the "Imaging Support Centre", while at Nikon USA [quoted text clipped - 27 lines] > backwards for me, calling me back with extensive answers (more than I was > looking for) on a couple of occasions. > Is it just me, or does Nikon's web support system stink? It's not just you. Call them on the phone instead, it's more likely to get you somewhere. SignatureJeremy | jeremy@exit109.com I found exactly the same thing. They didn't/couldn't answer the question and told me so and left it that.... My expectations of service are probably a lot lower than yours ...I don't expect it anymore. When I get it though I make sure the praise is fed back as it's so rare. I had a problem with my Leatherman wave once....I applied way too much torque when using one of the tools and the tool bent just a fraction so it made it stiff to return into the knife handle. I sent it away for repair and within 2 days it was returned to me by courier with every single utility replaced or as they put it 'upgraded' to the new model. Unbelievably good service and I would of course now buy one of their products again in a heartbeat. On 9/24/05 9:04 AM, in article v4KdnRT7o7pq5ajeRVn-tw@rogers.com, "Amr" wrote: > Is it just me, or does Nikon's web support system stink? (At Nikon > Canada, they call it the "Imaging Support Centre", while at Nikon USA it's [quoted text clipped - 23 lines] > non-service. Is Canon any better? I really could see switching over to > Canon... This is no "biggie" - you can download, all they want is the serial number of your camera...... PC >This is no "biggie" - you can download, all they want is the serial number >of your camera...... However, it may need to be a valid SN for that country depending upon the site. I've had no problems with the Singapore site and my US SN, but the US site I think is more picky. ---------- Ed Ruf Lifetime AMA# 344007 (Usenet@EdwardG.Ruf.com) See images taken with my CP-990/5700 & D70 at http://edwardgruf.com/Digital_Photography/General/index.html || This is no "biggie" - you can download, all they want is the serial || number of your camera...... | | However, it may need to be a valid SN for that country depending upon | the site. I've had no problems with the Singapore site and my US SN, | but the US site I think is more picky. If you bought the camera, i.e., it's not stolen - they ain't a bit picky..... PC >If you bought the camera, i.e., it's not stolen - they ain't a bit >picky..... Oh yeah, try and get a gray market Nikon serviced by NikonUSA. ---------- Ed Ruf Lifetime AMA# 344007 (Usenet@EdwardG.Ruf.com) See images taken with my CP-990/5700 & D70 at http://edwardgruf.com/Digital_Photography/General/index.html On 9/26/05 6:49 PM, in article 289hj197akl9fid7e2quma04kmu7kbejom@4ax.com, >> If you bought the camera, i.e., it's not stolen - they ain't a bit >> picky..... > > Oh yeah, try and get a gray market Nikon serviced by NikonUSA. Anyone with half a brain knows that "grey market" stuff isn't, and shouldn't be, serviced. However, I'll bet you can still download software..... PC > On 9/26/05 6:49 PM, in article 289hj197akl9fid7e2quma04kmu7kbejom@4ax.com, > [quoted text clipped - 5 lines] > Anyone with half a brain knows that "grey market" stuff isn't, and shouldn't > be, serviced. However, I'll bet you can still download software..... And you can still get it serviced, just not by NikonUSA (and not under warranty). >> On 9/26/05 6:49 PM, in article >> 289hj197akl9fid7e2quma04kmu7kbejom@4ax.com, [quoted text clipped - 10 lines] > And you can still get it serviced, just not by NikonUSA (and not under > warranty). And I've heard numerous times that Nikon USA requires serial numbers before providing replacement parts (perhaps not for every camera, but certainly for the F5). I've also heard of repair shops that keep a list of serial numbers on hand for circumventing this requirement. I wouldn't bank on it, though. SignatureRegards, Matt Clara www.mattclara.com > || This is no "biggie" - you can download, all they want is the serial > || number of your camera...... [quoted text clipped - 7 lines] > > PC Nikon USA will not service gray market goods. SignatureRegards, Matt Clara www.mattclara.com On 9/26/05 6:53 PM, in article >> || This is no "biggie" - you can download, all they want is the serial >> || number of your camera...... [quoted text clipped - 9 lines] > > Nikon USA will not service gray market goods. Nor should they - but downloading software is probably still doable....in any event, why nitpick? PC >Nor should they - but downloading software is probably still doable....in >any event, why nitpick? If memory serves, I've had a least one Nikon site worldwide not recognize the serial # for one of my cameras while trying to do just that. I would not call that nitpicking. ---------- Ed Ruf Lifetime AMA# 344007 (Usenet@EdwardG.Ruf.com) See images taken with my CP-990/5700 & D70 at http://edwardgruf.com/Digital_Photography/General/index.html On 9/27/05 3:17 AM, in article eu6ij19t4uq08da9lvb3pesf78sq7k7enh@4ax.com, >> Nor should they - but downloading software is probably still doable....in >> any event, why nitpick? > > If memory serves, I've had a least one Nikon site worldwide not recognize > the serial # for one of my cameras while trying to do just that. I would > not call that nitpicking. I would - assuming that you are correct, either use another site OR, (gasp!), call the 800 number..... PC would - assuming that you are correct, either use another site OR, >(gasp!), call the 800 number..... Ah yes the 800 #. The same place they denied any knowledge of the issue wit the MB-5700 battery grip for the CP-5700. I even told them about someone else I knew who had his replaced due to the same issue with an incompatibility with high capacity NiMh AA cells. I had to e-mail a copy of the reply he got to them to get them to recognize that there was a problem they recognized. I then had the grip replaced under warranty. ---------- Ed Ruf Lifetime AMA# 344007 (Usenet@EdwardG.Ruf.com) See images taken with my CP-990/5700 & D70 at http://edwardgruf.com/Digital_Photography/General/index.html On 9/27/05 12:37 PM, in article nm7jj1tq5fds7mj53rpfgiio8qtlbr6698@4ax.com, > would - assuming that you are correct, either use another site OR, >> (gasp!), call the 800 number..... [quoted text clipped - 5 lines] > the reply he got to them to get them to recognize that there was a problem > they recognized. I then had the grip replaced under warranty. I'm sorry you had problems - my experience has been different..... By the way, I visited your site....you have a really good "eye" for pix....:) PC >On 9/26/05 6:53 PM, in article > [quoted text clipped - 16 lines] > >PC Why shouldn't they service "grey market" purchases, isn't it still a "Nikon" no matter where it was purchased? If the product is the same worldwide, which as far as I know it is, then there should be a universal level of warranty. I can understand not wanting to service stolen goods, but it's not hard to provide a receipt for proof of purchase. I would have thought that it was in Nikon's best interest to keep as many Nikon customers happy as possible, even the ones that purchase Nikon products overseas while on holiday and not to make "warranty pariahs" of them. Just my 2c worth, David Creed On 9/27/05 7:20 PM, in article 4339fe02$1@usenet.ugs.com, >> On 9/26/05 6:53 PM, in article >> [quoted text clipped - 30 lines] > overseas > while on holiday and not to make "warranty pariahs" of them. Ask them - it's not my policy....... I'd say all vendors behave the same way - they aren't in favor of doing anything to encourage the gray market..... PC > I'd say all vendors behave the same way - they aren't in favor of doing > anything to encourage the gray market..... > > PC Another thought ... Suppose I'm a Japanese tourist visiting the USofA and my BRAND SPANKIN' NEW Japanese Nikon camera breaks. Where can I get service? Does Nikon Japan provide any protection while I'm traveling? Or do I have to wait until I get home? Or perhaps the shoe is on the other foot ... I'm an American tourist in Tokyo when my BRAND SPANKIN' NEW, still under warranty, NikonUSA Nikon camera breaks. Where do I get service? Does Nikon Japan honor NikonUSA's warranty? Or am I S.O.L. until I get the camera back to the good ol' USofA? >>On 9/26/05 6:53 PM, in article >> [quoted text clipped - 19 lines] > Why shouldn't they service "grey market" purchases, isn't it still a "Nikon" no > matter where it was purchased? I don't know that there is a reason why they shouldn't. It's just NikonUSA's policy. > If the product is the same worldwide, which as far as I know it is, then there should > be a universal level of warranty. I can understand not wanting to service stolen [quoted text clipped - 5 lines] > Just my 2c worth, > David Creed I had experience working for a division of a company where the service techs were absorbed into the local branch of the parent company. Due to an accounting quirk, revenue from all the division's accounts accrued to the division, but the costs of servicing those accounts ended up being charged to the local branch (with no off-setting revenue). NikonUSA is a completely separate company from Nikon worldwide, and I expect NikonUSA doesn't want to be saddled with the costs of supporting warranties on equipment they got no revenue from. There would probably be more goodwill from finding a way for those who purchased overseas to upgrade to USA warranty (by perhaps buying coverage), but Nikon international hasn't done enough to address the problem. Maybe Nikon international should be reimbursing NikonUSA for the cost of warranty service on international purchases, at least to the level of the country of purchase warranty. And that brings up the question of just what the warranty coverage is in the country of purchase? > I like Nikon cameras and lens, but frankly I'm fed up with Nikon's > non-service. Is Canon any better? I really could see switching over to > Canon... Good luck with that move. I hope you have lots of money. SignatureLook. See. Click. Share. www.leica.co.za www.dallasdahms.com |
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