Poor packing and assemble from Nikon

badboy1984 said:
My wife throw the box that they send to me away, but I've packed the lens in the original lens box when I first send to them. Like most have said, it came back packed worsen then it was. The lens have so much movement when they packed, I tend to stuff the bubble wrap inside the box to stop the lens having any movements at all.

It would be wishful thinking that they will give me the 24-70 f2.8 AFS to replace my 28-70 f2.8 AFS ...... I did constantly replying to them about my unhappiness, concern, doubt and lack of confidence with them. I also send an email to the Managing Director of Nikon - John Walshe.

The brief letter they ask me to include with the return, I also mention about all the stuff I'm not happy about. When you think about it total repair I paid for the 2 repair is around £860 and they still haven't got it right .......
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I highly doubt that they will give you a 24-70mm as compensation, I think extended warranty on your fixed lens is more likely if anything. Do not expect Mr Walshe to reply to you, he passes on the emails for someone else to deal with.
 
I does not expect anything. I just want an answer from them and ensure they will put things right. Extended warranty is good.
 
badboy1984 said:
I does not expect anything. I just want an answer from them and ensure they will put things right. Extended warranty is good.
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I thought you'd asked for compensation?
 
southernjessie said:
Are there other independent services, maybe authorised by Nikon, who can carry our repairs and servicing as an alternative to sending it to Nikon UK?

I’ve heard of Fixation in London, and H Lehmann, and wondered if these gave a more reliable service? (obviously if outside the normal warranty)
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I've no experience of Lehmann but fixation are pretty good if a little spendy
 
I ask for good will gesture from them, but they did not offer me anything yet, I would assume they want to get the lens back and examine first before they offer any compensation.
 
I can appreciate what you have suffered as I had a terrible experience with the Nikon Service Centre as well after returning a two month old Nikon 200-500 after the zoom mech was jammed as the zoom lock switch collapsed inside the lens. They had it four weeks before even looking at it, then I was told it will be four weeks for the spares to arrive from Japan as i was told it's such a rare fault, then I was told the job in front of mine was cancelled so they used the spares from that on mine instead? but the real insult came when the lens was returned to me a week later not even repaired with exactly the same fault it was sent with. I complained and got nowhere with just an email from one of the supervisors saying we take on board your concerns and will use them to learn from for the future and if i return the lens back to them they will ensure the repair will be done correctly? You should have seen some of the excuses that came back from them.

I contacted the shop from where I bought the lens and they took charge of the situation and exchanged the lens for a brand new one immediately as they were disgusted how the lens was returned to me.

All emails from Nikon have now been forwarded to Nikon HQ for an internal investigation and I personally would never trust them again and don't expect to hear anything back from them.

Also the box they returned it in was not much bigger than the gold lens box and the only protection was some brown wrapping paper wrapped twice around the box.
 
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My problem with this David is my news is not new, no where to return it. Either send it to Nikon for repair or find other authorise place to repair. Wonder do Nikon treat their professional members like that?
 
As frustrating as it can be to not get the service you expect, this isn't really a huge problem is it? You've said in the thread that you haven't even used the lens for the last 8 months so I'm guessing you don't earn a living from it? In the grand scheme of things, they probably forgot to fit the rear cap (or lost it) but the bubble wrap would protect it just as well inside a box and the button is a bit a of a stupid mistake but the lens works fine so I assume they did the repair it went in for?

While we've probably all complained about a service at some point, I'd be surprised if Nikon didn't ask why it's taken you 8 months to realise that the AF/M button is upside down if it's such a major issue? As per previous posts, they're more likely to extend the warranty on it seeing as it's probably already breached the warranty they offered for the repair.
 
stevelmx5 said:
As frustrating as it can be to not get the service you expect, this isn't really a huge problem is it? You've said in the thread that you haven't even used the lens for the last 8 months so I'm guessing you don't earn a living from it? In the grand scheme of things, they probably forgot to fit the rear cap (or lost it) but the bubble wrap would protect it just as well inside a box and the button is a bit a of a stupid mistake but the lens works fine so I assume they did the repair it went in for?

While we've probably all complained about a service at some point, I'd be surprised if Nikon didn't ask why it's taken you 8 months to realise that the AF/M button is upside down if it's such a major issue? As per previous posts, they're more likely to extend the warranty on it seeing as it's probably already breached the warranty they offered for the repair.
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I think you miss a bit on the story here. 2 repairs were done in total for this lens. One was last year and one was recent. Last year repair was £700 and they switch out almost everything inside except the lens element. No complain on that repair as things works when I got it back. After a few test shot when I received it last year I can confirm it works so I left it in the camera bag. Haven't touch it until recent.

Fast forward to now. I want to use the lens 2-3 weeks ago and the focus decide to stop working while I was on location. The focus got stuck and manual focus won't even turn. I contacted Nikon and they confirm my service warranty expire so I need to pay for the repair. I fully understand that because I have no evidence to show the lens was not use at all. I accepted the quote £160 for the repair. When I got the lens back the rear cap was not on and the switch was fitted up side down. This problem is from the recent repair and is NOT last year. This repair also replace parts that were replace last year. I just express my concern and doubt on their QC part. I paid for the parts last year but that doesn't mean they actually replace the parts ........

With the lens of this quality I expect they do a better QC and packing. I'm sure you won't be happy having your lens without any caps on in the box knocking away during delivery?

Also this repair should give me 6month warranty anyway, they may extend to 12month to compensate but I don't know yet. Nikon is taking it back on Thursday to examine and is all under there cost.
 
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Thanks for the explanation but I understood. Your first repair has been and gone. When you got the lens back, it worked so you put it away for the next 8 months. You then came to use it again after the initial repair warranty has lapsed and it has failed so you have had to pay for another repair, which may or may not be down to a failed component. When the lens came back from the second repair, you have again tested it and it all works fine except for the cosmetic switch being upside down and the rear cap being removed before transit (which hasn't caused any damage to the rear element).

While lenses do have front and rear caps, with it wrapped in bubble wrap, inside the lens box, inside another box, I'd be surprised if the rear element could sustain any damage. As frustrating as it is, the new repair will probably get another 6 months' warranty which may be extended as a good will gesture but I think it's pretty unlikely that Nikon would replace the lens seeing as it works perfectly.
 
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You absolutely right, don't think they would and I don't really need a new one too. Reason why I still shooting with the 28-70 f2.8 instead of upgrading to the 24-70 f2.8 is because my lens have aperture ring. Yes I still use those aperture ring because it works well when shooting video. You can't beat having the ability to change aperture on your finger tip ......... not to mention the 28-70 f2.8 is a beast of the lens in terms of quality and optic. No reason to upgrade unless another focus motor dies .......

The switch up side down definitely trigger my unhappiness, concern and doubt. If they fit the thing right I properly be happy about it to be honest. Missing rear cap cause no damage but is good to let them know they need to do there job properly. Is all part of the fees we pay for the repair.
 
Seems like attempting to defend the indefensible to me, do you work for Nikon Stevelmx5?
 
gramps said:
Seems like attempting to defend the indefensible to me, do you work for Nikon Stevelmx5?
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Nope but I'm just trying to offer some reasoning to counterbalance the indignation and call to arms. They've clearly screwed up mounting the AF/M switch upside down but the lens has been repaired as expected and is undamaged externally regardless of the packaging. Hardly indefensible?
 
I think many will agree that Nikon service is bad base on everyone's experience. Most of them is either poor packaging, takes ages to repair or item listed as repair but haven't .......

What happen recently to my lens seems to trigger more unhappiness to everyone who experience Nikon service before. I think if this is third party repair we would all agree it will be my fault in the first place and we won't use them again. But all these problem everyone mention is coming from Nikon itself, which makes most of us very angry. I show the photo to my friends who shoot canon and they simply agree that is not acceptable service on Nikon's part. I heard canon is great on service.
 
badboy1984 said:
I think many will agree that Nikon service is bad base on everyone's experience
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Perhaps,but I have has nothing other than excellent service from Nikon, and no @gramps I don't work for them either ;) The interweb tends to amplify things, some people seem to enjoy being outraged on others behalf and it does now seem that the UK like may other places is a society of "compensation".

Nikon haven't helped themselves with the way they have handled the QC of a number of recent products and the subsequent recalls etc, I suspect that this has put exceptional stresses on their repair facilities. It is still no excuse though.
 
PaulButler said:
Nikon haven't helped themselves with the way they have handled the QC of a number of recent products and the subsequent recalls etc, I suspect that this has put exceptional stresses on their repair facilities. It is still no excuse though.
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Which is exactly right @PaulButler ... it isn't a question of being indignant on someone else's behalf, it's the knowledge that 99% of my equipment is Nikon and may need repair at some stage and I would like to have confidence in the repairer.
If they have repair staff who don't know how to refit a switch on the lens (therefore externally visible) what might they miss internally that I could never argue over?
If the fault with the switch wasn't noticed and packing was so poor, what does it say about QC?
 
I think Nikon's customer service is good like emails reply, phone call etc. It seems to me it is only the repair department and the QC on the repair items have let them down bad style. Gramps hit the nail on this one for me, they can't QC a very visible switch and poor packing led to me thinking my first repair was done badly hence why I need a second repair. A so called new parts have been replace originally and it need replacing again less then 12months? Either they haven't replace the parts but claiming they have, or use old refurbish parts but is no good, or new parts have been fitted but poorly assemble internally which leads to the parts break and require another repair and parts replace.
 
Bad feedback is always shared but how many items are repaired every day by Nikon repair centres? When your lens was first repaired it came back to your expected standard and worked from the testing you did.

I'm not questioning the fact this is something missed by whatever QC they have in place but I'm just trying to offer some realism around the severity of the issue. Believe it or not, the technicians doing the repairs are probably human so mistakes will happen. Get the lens back to Nikon so they can correct it and start shooting with it.
 
This couldn't get any worse. Nikon just contacted me saying they got the lens but DPD damage the package during transit. Please see the uploaded image.
They say they will let me know if any repair need doing but they haven't mention about who will paid for the repair. I had no problem with Royal Mail last time when using the free return service. Nikon arranged for the DPD to pickup and DPD f**ked it up. Is like one problem lead to another problem now.

Very p***ed off at the moment.
 

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badboy1984 said:
This couldn't get any worse. Nikon just contacted me saying they got the lens but DPD damage the package during transit. Please see the uploaded image.
They say they will let me know if any repair need doing but they haven't mention about who will paid for the repair. I had no problem with Royal Mail last time when using the free return service. Nikon arranged for the DPD to pickup and DPD f**ked it up. Is like one problem lead to another problem now.

Very p***ed off at the moment.
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Had a look at the image, is that the brown wrapping paper in the background which you sent it in? Or was it in another box with bubble wrap etc.
Sorry if I being blunt but if you sent the lens with just brown wrapping paper covering it, then in my opinion it is not enough packaging to protect from transit damage.
Hopefully Nikon repair it.
 
Rizvan said:
Had a look at the image, is that the brown wrapping paper in the background which you sent it in? Or was it in another box with bubble wrap etc.
Sorry if I being blunt but if you sent the lens with just brown wrapping paper covering it, then in my opinion it is not enough packaging to protect from transit damage.
Hopefully Nikon repair it.
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Thats what I thought when looking at the packing, hopefully there was a box etc as DPD may not be very helpfull in ther event of any claim from Nikon or OP.
 
Unfortunately due to the time that Nikon want the lens back for repair, I don't have a box to put the original box into. What I did was the lens inside was wrapped with bubble wrap along with tons of bubble wrap stuffed inside the box to prevent any movement within the lens and provide enough cushion to support any impact if needed. Looks like the lens might be alright because Nikon haven't mention anything about broken glass or cosmetic damage etc. Part of it was my fault.

If they assemble the lens right in the first place, I won't have this problem.

Plus their is no different then sending the lens without the original box and put it into another brown box instead.

MPB send lens like that before for the lens without the original box.
 
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I agree it wasn't well packaged in the first place, but on saying that it doesn't excuse DPD mishandling it like that. I've had a couple of items delivered broken from DPD over the last couple of weeks, I shan't be using them again. I hope you get it sorted and can get a new box.
 
I personally won't use DPD at all, Nikon arrange it for collection and they use DPD. I use Royal Mail a few times when sending lens back via the free port service and everything is alright and no damage. I would assume they use DPD to return any repair items too. By looking at what happen now I'm even less convince the lens would be packed up alright and send it back to me.

I ask to see if I can part exchange my lens plus extra for one of their refurbish lens if they got any. I'm not asking for free but would be good to see if they offer anything like that. With the numbers of problem I got atm, if they got any used or refurbish 24-70 f2.8 I want to part exchange with them and paid the differents. Not heard back from them yet.

At the moment, the lens spend more time in the workshop in Nikon then actually in my hand ......
 
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Rizvan said:
Had a look at the image, is that the brown wrapping paper in the background which you sent it in? Or was it in another box with bubble wrap etc.
Sorry if I being blunt but if you sent the lens with just brown wrapping paper covering it, then in my opinion it is not enough packaging to protect from transit damage.
Hopefully Nikon repair it.
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Nikon rang me just now to confirm the repair will be done by Nikon for free of charge. The customer service manager told me the manual focus ring got damage during transit. Although the lens was package well within the makers box but she recommend putting it another box would be better. She still think DPD should handle it better anyway. Basically the lens gone back to be put right but ended up with another repair ....... (my fault on that one).
 
They also told me they only have limited stock on refurbish lens so they couldn't exchange or part exchange with my. They only carry stocks for refurbish bodies. It was worth a tried anyway.

At least I know I will get my lens back soon. I need to consider my options when I received the lens back.
 
That pic showing the damage to the box is disgraceful!
I'm not going to hark on about certain couriers because it's all down to individual people! Some just don't give a toss about what they're delivering! Lowest common denominators i think you call them!
I once had a parcel from Amazon with a huge black tyre mark from one side to the other! :jawdrop::jawdrop:, luckily (for them) it contained a hard back book and wasn't damaged.
 
Carlo said:
That pic showing the damage to the box is disgraceful!
I'm not going to hark on about certain couriers because it's all down to individual people! Some just don't give a toss about what they're delivering! Lowest common denominators i think you call them!
I once had a parcel from Amazon with a huge black tyre mark from one side to the other! :jawdrop::jawdrop:, luckily (for them) it contained a hard back book and wasn't damaged.
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I get what you mean. I wonder if I put the box into another brown box, what the outcome will be. In order to have that kind of ripped and torn apart, I think is more then just tossing it around ........

The lens was wrapped with bubble wrap and place centre inside the box, and within the box approx 3-4cm thickness of bubble wrap around the box. The impact it done to cause damage to the focus ring must be more then tossing it around. God know what they were doing with the box .......
 
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badboy1984 said:
I get what you mean. I wonder if I put the box into another brown box, what the outcome will be. In order to have that kind of ripped and torn apart, I think is more then just tossing it around ........

The lens was wrapped with bubble wrap and place centre inside the box, and within the box approx 3-4cm thickness of bubble wrap around the box. The impact it done to cause damage to the focus ring must be more then tossing it around. God know what they were doing with the box .......
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In my job I deal with the warehouse guys a lot, many of which previously worked for couriers, and the stories are truly horrendous! One of which involved the guys playing football with parcels in the warehouse:eek:
 
Carlo said:
In my job I deal with the warehouse guys a lot, many of which previously worked for couriers, and the stories are truly horrendous! One of which involved the guys playing football with parcels in the warehouse:eek:
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That's absolutely unacceptable. I guess if everything is packed well, the courier company have to compensate for that. I understand the manager of the warehouse or supervisor can't keep an eye on them all the time but the staffs behaviour on dealing with parcel is shocking. I understand stuff might get chunked or toss around but having massive ripped and the box and tyre mark is completely unacceptable.
 
Just some update on this. They fix the lens and return the lens back to me. After the complain on packing, they done a proper job this time. Lens is bubble wrapped within the box and the box is bubble wrapped within the bigger box.

Everything is right this time and the lens is back running again. I guess the lens is almost new now with the following been replace already .....

- Lens mount
- Focus plate
- Focus motor
- Focus ring
- Rubber
- service and clean etc

Pretty much the core component is replace .....
 

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Perhaps now is the time to get out and enjoy using it then :) Glad it is all sorted.
 
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