Nikon recall / return - experiences?

Spleen Sauce · 8 Aug 2017 at 11:32

Just wondering if anyone has any experience with Nikon service here in the UK?

Basically I've returned my D750 for the shutter shock recall advisory. Just had an email off them quoting me to replace the screen (which was perfectly fine when I sent it, as was the rest of the camera besides the shutter mechanism its recalled for) - £212 for parts and labour!

They've said, "screen doesn't work now, so either you pay for it or we return it like this". I'm not sure I could be any more furious!

Spleen Sauce · 8 Aug 2017 at 13:15

Granted, I'm paraphrasing. The customer services lady wants to help but is limited by what the engineering team say (and they take hours and hours to respond). The last update from them was, "LCD defective, return to result in non-functional display without repair". Thats word for word, she read the email back from them.

What I can't understand is that on the form they've sent with the estimate for repair, there's no mention of the shutter recall being sorted - the very reason I returned it to Nikon.

I'm awaiting a call from a manager, which I'm told could be up to 48 hours. If I have to pay for this repair in order to get it back working as it was, I'll be selling all of my Nikon kit.

Spleen Sauce · 8 Aug 2017 at 20:14

D.P. said:
Just tell them that and see what they say.
The issue may be the LCD screen was about to go faulty, you never noticed but it failed at the service center. It is unlikely whatever they did affected the LCD screen directly. Sound like the time when i took my car in for a routine service and then drove it less than a mile before the transmission blew. Of coruse i swore it as the garage's fault but they refused to acknowledge. Got some layers involved and they basically said tough *** unless I can prove they purposely tempered with the transmission since their work order had nothing to do with it.

You also need to verify if thr screen was working when they received it or it failed upon initial testing, in which case the transportation likely did something like loosen a component.

Yeah that is feasible. I’ll give them a call tomorrow for an update. I took photos of the camera before sending it (including with the screen on) so hopefully they’ll sort it.

Spleen Sauce · 9 Aug 2017 at 16:38

Thanks for the replies guys. So the technicians emailed through a photo of the camera, looks like a they've hit it on the side of a table or something - you can see a dent/impact mark next to the LCD screen! I forwarded the photos I took of the camera the day before sending (very detailed, shows the screen on and the camera in immaculate condition). I then went on to tweet Nikon UK who then asked for details via DM.

Call received about an hour later advising the LCD will be repaired free of charge, and an apology.

If there's one thing I've learnt it's that taking 'just in case' photos before sending anything valuable off only takes minutes and is well worth the effort!!

Spleen Sauce · 9 Aug 2017 at 22:26

Yeah I'm really disappointed in them to be honest. Had a good look at the photo they sent me of the damage, there's additional dents/marks on the bottom of the camera also that weren't there before - I think they dropped it. I've sent them further evidence showing they weren't there previously and asked them to ensure its sorted before returning it.

Honestly can't believe my luck sometimes, its poor to say the least.

Spleen Sauce · 11 Aug 2017 at 23:21

Just to give an update on this - had my D750 back today. Happy to report that its absolutely pristine. I can only assume they've replaced a lot of the body because not only are there no visible marks at all, the wear on the grip is gone - it looks brand new.

Also, just to add, I swear that the shutter mechanism sounds a little different (which would make sense if they've changed it as per the recall). Happy ending to the saga after all

Spleen Sauce · 13 Aug 2017 at 11:44

Just the camera body with mount cap, nothing else (no battery, etc). Turnaround was 3 weeks but that wasn't helped by the fact they broke the screen and had to replace it.

Spleen Sauce · 26 Sep 2017 at 05:29

Steve M said:
Sent my camera off to Nikon as per the recall for the shutter. I get this emailed to me today.

My camera is working fine. I only sent it to Nikon as it was one of the affected serial numbers for the shutter issue. I thought the fix is meant to be free of charge?

No doubt that once you call them and the few days after that you finally get some kind of response, they’ll claim that it was faulty when you sent it to them. Same absolute nonsense they pulled with mine and quoted to replace the LCD screen that they broke. Luckily as per the above I had plenty of evidence photos.

Spleen Sauce · 27 Sep 2017 at 23:08

Steve M said:
They've told me memory card slot 2 isn't working. To be fair it wasn't when i sent it. I've emailed and asked them if they can fix it for free as a gesture of goodwill due to the shutter recall.

Ah... fair enough then!