Speaking to a wall, part 3.

From Nikon's priceless customer service:

There are many reasons equipment comes in for service. Besides repairs, there is typical service, maintenance, cleanings and other issues. Again, due to the volume of support we offer over the phone, through tech support at 1-800-645-6678 it is not possible to call every customer that sends in equipment, but we are happy to assist any time you may have questions.
Average repair time is 7-10 business days, once the equipment is received and evaluated.

Nikon does offer a loaner program through www.nikonpro.com, it may be something worth looking to, as it is free and offers many benefits.

Again, with Hot Pixels, this is something that is going to happen and can be corrected with a re-mapping of the sensor. Looking online, here a few links I found that may help you better understand. Because hot pixels can be re-mappped we do not replace cameras for an issue that can be fixed.

http://www.kenrockwell.com/tech/hot-pixels/index.htm

Technology is still advancing with digital and while it has vastly improved since the First D1, and with film, noise, film grain has always been a factor. If you have not done so, turn on High ISO NR on the D90.

And, once again, my apparently pointless response:

I'm really not looking for an explanation for excuse as to why it takes a long time. I'm just saying I find it disrespectful and dishonest.

It took 2 full weeks for my camera to even be admitted in the shop. Tracking it online I could see that it basically stayed all that time with you before you even started working in it.

Again, I don't really care if you have too many cameras coming in for service, if you do, you need more people in your technical department. And, if most cameras are coming in for routine cleanings and check ups, then you should prioritize service to defective equipment you sold at full price to your customers.

I'm technically savvy enough to fully understand what hot pixels are and how they occur. Point is, this is not my first DSLR. But it's the first time I had this happen. Never had I had a single pixel burnt. Much less over 100 in every shot. Don't you think this sensor has a bigger problem than just something you fix with remapping? Well, I do.

Bottom line is: You sold me a lemon.

But my frustration go much beyond that. I can't believe that in the few months I had this camera I was deprived of using it for over 5 weeks now. That's what's disrespectful and dishonest. The simple fact that I'm spending and apparently wasting my time writing letter over letter to Nikon and nothing happens proves is.

As for Nikon Pro, it all sounds good doesn't it? But unfortunately I don't have a friend to refer me. But the absurd part of this is that I have to prove that I am a "valuable customer" before I get potentially accepted "after review" to join a group that supposedly gets better treatment. In other words, everyone else –me included it seems, get just what they deserve. Disdain.

I wish you, and by that I mean Nikon, had the vision to see both the benefits of having evangelist customers as well as the damage of customers that lost complete confidence on you. But since you apparently don't, let me illuminate you.

The former spends his or her time selling your products by referral, they are true evangelists of your brand and increase both brand value and sales. In other words, they are your most valuable customers, your most effective sales people–and you don't even need to pay them, they actually pay you.

The latter, on the other hand, will with them same passion speak against your brand simply by relating his or her frustration. And since a product in your category is bough with aid of research and word of mouth, this often become the reason people don't buy it. When shopping online for products, for instance, research shows that people will look at bad ratings first, as a check for possible problems. The old customer service adage was that every unsatisfied customer would tell his or her story to 9 other people. This was written years before the internet. Nowadays, that number is closer to 900 or 9000. Which doesn't take great math skills to realize its cost.
In other words, does it really pay off to treat your customers this way if that will result in you loosing so many more potential customers? The answer is no.

And here I am wasting my time again with an email that won't probably have any effect on my case. But again, It will certainly affect the 900 or 9000 people that would potentially come after me.

In the end, this would make a great Harvard Business Review case study. How to turn your most loyal customer advocates against your brand.

Hopefully you, unlike, me take something home from this email exchange.