Nikon D90. Headache comes standard.

A few months ago I bought the brand new D90. After being a loyal Nikon customer for over 20 years and having had recommended the brand over Canon to many, many people, I found myself extremely disappointed with what I got.

The camera was defective. It had a cluster of burnt pixels on the CCD that branded every picture. But that wasn’t the biggest issue. After sending it for repair I once again found myself utterly disappointed as my service order was dragged into the Nikon black hole and, for 2 weeks, I was without my camera. I use this camera for work so to me this is a really big deal.

After many attempts at calling and emailing for information, I finally got the camera back. But the issues were far from over. After only a few weeks, the CCD started showing the same problem again. But this time, even more pixels were burnt.

I sent the camera again and it took a whole week for me to even get a notification of status. Let me get this straight, the camera sat on someone’s desk for 7 days until they sent me an automated email stating they had received it. I was back in the service black hole. Despite having called and emailed many times, I had no clue of when I was getting my camera back.

On every call, all I got was the standard CSR-training script that starts with “My name is [insert fake name here]” and ends on “Thank you for calling Nikon”. With nothing useful in the middle. Seven to ten business days, that’s the only thing repeated over and over.

Point is, there’s simply no hope of getting to anyone that can make a difference. The customer service staff is helpless and impotent. It makes the DMV look like a Louis Vuitton store by comparison. And quite honestly, that’s how Nikon wants it.

This is beyond disappointing. It’s extremely frustrating and simply unacceptable. I feel disrespected as a customer and certainly far from ever being an advocate for Nikon again. This is not how a company should treat their customers, much less someone that has bought and indirectly sold several thousands of dollars of their products.

I wrote Nikon a letter with the above information and, not surprisingly, all I got was another boilerplate response that just proves how careless they are with their customers, here it is:

Thank you for your letter regarding your Nikon D90 camera, serial number XXXXXXX, in for service under service order XXXXXXX.

We are sorry you experienced problems with your camera. We are repairing the camera under the terms of our warranty. Please note our average repair time is 7-10 business days.

Please visit this link for more information on “hot” or “defect” pixels: http://support.nikontech.com/faqid=342. While our technicians are able to remap the sensor to repair hot pixels, we cannot guarantee hot pixels will not reappear in the future, as hot pixels can appear due to environmental factors. Because of this, a new camera will not resolve the issue.

Sincerely,

Wes Kawachi
Technical Correspondent
Nikon Inc.

Thanks for using Nikon products!

It’s absolutely ridiculous that since I bought my D90 I spent 3 whole weeks–going to 5 now without it, paid for the shipment for service and, worst than all the above, was treated with such disdain.

Don’t get me wrong, the D90 is a great camera–I had many Nikon SLRs before it. But it’s not worth all the trouble that comes standard with it.

I still don't have my camera.

And the story goes on...

Here's the latest official email from Nikon and my response below.

I do apologize you feel that you were not treated correctly. Due to the equipment that does come in for service it is not always possible to contact each customer directly. The automated system allows for information to be given to you the customer, so you can maintain and obtain information on the status of your repair. Average repair times once a product is received is 7-10 business days.

Nikon provides an online log in system that allows you to watch the status of your repair. The issues you were having with your D90, while frustrating is something that is typical of digital sensors and occurs with any digital camera that your own, regardless of brand.

Answer Title: What are defect pixels?
Answer Link: http://support.nikontech.com/cgi-bin/nikonusa.cfg/php/enduser/std_adp.php?p_faqid=342&p_created=1034350377

Your camera is currently under SO# XXXXXXX, and was written up and evaluated on 2-19. Your can check the status of your equipment online at http://www.nikonusa.com/Service-And-Support/Service-And-Repair.page.

Billing Name: XXXX
Order Number: XXXXXXX

Because Defect/Hot pixels are a part of the environment, this is something that can and will occur. Re-mapping or adjustment of the pixels in the sensor is what is done to correct this. The Noise Reduction (NR) feature in the camera can also help this.

What ISO do you generally have the camera set for? If you have it set to Auto, try shooting at the lowest ISO that you may need for your images.

Are you shooting night sporting events? What events are you typically shooting?


My response...

the reason for my frustration is the way Nikon is handling my case.

I honestly believe more attention should be given to each customer on products that cost north of $1000.

If the volume of service is overwhelming to Nikon and doesn't allow for a more personal
treatment as you put it, that can only mean 2 things: your products are too often defective
or you need more people in customer service. I'm sorry but it's that simple.

Look at Apple, for instance, I had issues with their products before but not once was treated with disdain. And from a volume point of view, look at Amazon.com. No one handles more customer service issues than they do and that's never been an excuse for leaving their customers in the dark.

I think it's unfair and disrespectful to deprive me of my camera for so long because of something that is the manufacturer's fault. When I take my car for service, I get a loaner. When I buy something defective from Amazon, they send me a new one. When an Apple product is flawed, a new one is given, no questions asked, no time wasted.

You should have given me a new camera the first time this happened. But I understand you can't do that all the time if your cameras show hot pixels frequently. But on the second time, you should have acted proactively and replaced my camera immediately.

I had many Nikon cameras and lenses. Spent several thousand dollars and influenced countless people to buy your products. But in Nikon's eyes, I'm just customer #60003957XX. And I'm sorry, but even a customer # shouldn't be treated this way.

Now, responding your questions:

> What ISO do you generally have the camera set for?

3200. That's the single reason I bought the D90, for the supposedly high quality up to 3200 ISO. I shoot under dark conditions all the time. That's part of my job.

>If you have it set to Auto, try shooting at the lowest ISO that you may need for your images.
I only shoot in Manual or Aperture priority. Never in Auto. I can't lower the ISO, again, I bought the D90 to be able to shoot at 3200.

> Are you shooting night sporting events? What events are you typically shooting?

Architecture and food photography at restaurants under actual light conditions.
http://www.nosaladasameal.com/2008/12/french-laundry.html
http://www.nosaladasameal.com/2008/10/per-se-new-york.html
http://www.nosaladasameal.com/2008/10/wd50-new-york.html

Still no answer.

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.