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SportsShooter.com: Member Message Board

NPS repairs
Rick Tucker, Photographer, Photo Editor
kearney | Ne | USA | Posted: 12:42 PM on 12.07.12
->> NPS repairs how long to get a return shipping lable on lens that was in NPS shop NPS tech said 72 hours for a return shipping label Not Happy!
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 12:53 PM on 12.07.12
->> Incomplete sentence, bad grammar, poor punctuation. Not Happy!
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Rick Tucker, Photographer, Photo Editor
kearney | Ne | USA | Posted: 1:10 PM on 12.07.12
->> Sorry, Doug I just spent 2,500 dollars for NPS repairs.
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Sam Santilli, Photographer, Photo Editor
Philippi | WV | USA | Posted: 2:20 PM on 12.07.12
->> I have 2-D700's that I could not send to Melville due to Sandy. So I sent them to CRIS in AZ...4-5 weeks for Nikon parts to come in. There was no parts hold when I shipped the bodies, then 3 weeks, now a lot longer.
A return label can be e-mailed in like 2 minutes. I know, we have a UPS unit here in my office. Nikon really needs to step up for the few pros left in this world. But when mommies in suburbia are buttering your bread.....
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Sam Santilli, Photographer, Photo Editor
Philippi | WV | USA | Posted: 2:27 PM on 12.07.12
->> Also, application takes up to 10 BUSINESS days to get to you....via e-mail. How hard are we trying to get new members? In the new age of lightning fast social media, could someone please let NPS in on the revolution?

"Dear NPS Applicant:
Thank you for expressing an interest in Nikon Professional Services.

This e-mail is a confirmation that your request was received; we will be sending an email containing an invitation code to apply online within 10 business days.

You will receive a notification at that time with information about joining.



Regards,

Nikon Professional Services

Membership"
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Nic Coury, Photographer
Monterey | CA | | Posted: 2:31 PM on 12.07.12
->> I hear I'ma lucky one. I've sent stuff to NPS in California for repairs and it's been back in 10 days tops.

I've had nothing but good service on my repairs.
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Eric Canha, Photographer
Brockton | MA | United States | Posted: 3:27 PM on 12.07.12
->> Sam, respectfully,

"Dear NPS:

Thank you.

Regards,

Nikon Professional Services Member"

Seriously this is a FREE service meant as a "PLAN C" or "PLAN D". It's a handful of people (I think the local sub shop has a bigger crew) working their butts off day in and day out to send gear around the county if and when it is available. I haven't heard that their is a membership drive or that they are trying any harder to get versus hold back membership. If you qualify join if not don't and use the process in place.

Rick with all due respect to you as well, if this is a critical hunk of lens, is it really worth it to have it sitting in your office waiting on a shipping label? I've had to send gear back for re-do service and when it's something I need fixed ASAP I just send it in and get the process rolling. We can discuss the cost of shipping while the repair is being re-done.

If you guys want a CSP style of service be ready to shell out the hundreds that such memberships cost.

One last point... NPS and the service department are two DIFFERENT entities. I've had my share of bile builders with the service side... That said whenever possible NPS has been there to act as a liaison and get things taken care of.
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Jeff Gammons, Photographer
Destin | Fl | USA | Posted: 3:31 PM on 12.07.12
->> I just sent them one of my D3's with a blown shutter yesterday, I'll start the count....
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 4:18 PM on 12.07.12
->> My new D600 has just turned itself into a manual focus body so I'll be availing myself of NPS here in the near future. I know Eric swears by them so I'll try giving them a call and making nice and see how that helps the process. Amazing what a little thing like that can do...
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 5:28 PM on 12.07.12
->> NPS is basically for loaners and "expedited" repair service. NPS does a decent job for a free service.

It's a different unit that Nikon Service and Repair.

Nikon Repair Service is bad. As detailed by this report from Lens Rentals.

http://www.lensrentals.com/blog/2012/09/lensrentals-repair-data-january-jul...

Here are the highlights
"Nikon, I love the cameras. I love the prices on the cameras. But Nikon USA’s repair and service sucks and is getting worse. And yes, Fanboy, I know they fixed your item for free in 5 days. We had one come back in 5 days, too (although not this year). I also know they have a great 5-year warranty. But how much does that help when you drop it?"

"Just for curiosity, I compared same-item repair costs for Nikon and Canon 24-70s. All Canon 24-70 repairs were either $268 or $370 (non-discounted price) during the entire 6-month period. All Nikon repairs were $539 or $602 from April 1 onwards; they were $310 before April (although there were only two during that period). I don’t have
room to list all the replaced items, but they were similar: barrels, collars, helicoid rings"

Another site rates Nikon service between terrible and disappointing
with 190 negative comments versus 16 positive comments.
http://www.customerservicescoreboard.com/Nikon

Nikon has had an 'F' or failing rating from the Better Business Bureau for several years.
http://www.la.bbb.org/business-reviews/Commercial-Products-Manufacturer/Nik...

Do a search with your favorite search engine for "Nikon impact damage" and you find numerous complaints about how Nikon uses microscope scratches and cracks, which are invisible to the naked eye, to say a warranty is voided due to "impact damage."

I am sure the Fanboys may be offended by this, may discount several sources, and want to rewrite history. But this is not about you and don't take it personally. Before you respond please read this article
http://arstechnica.com/science/2011/08/users-treat-criticism-of-favorite-br.../
"[The study concludes] that those who have more knowledge of and experience with a brand are more personally impacted by incidents of brand "failure."
"Consumers are highly resistant to brand failure to the point that they’re willing to rewrite history," business administration professor and researcher Tiffany Barnett White said in a statement. "It not only explains why so many Toyota customers ignored the negative brand information in the aftermath of the highly publicized recalls, it also accounts for why they’re quick to defend the company and why they would want to re-write history in a more positive way."
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 5:48 PM on 12.07.12
->> You can also alternatively use NARS, Nikon Authorized Repair Stations, I've used one and though the prices are about the same as Nikon Repair the turn around time is usually within two weeks.

Strangely Nikon doesn't list NARS directly on the website anymore. They've also made it impossible to order parts for all but a few models anymore and no longer sell parts to independent repair shops.
http://ifixit.org/1349/how-nikon-is-killing-camera-repair/

But you can get an old list of Nikon Authorized Repair Stations from Nikon from here
www.nikonusa.com/fileuploads/pdfs/Nikon_repair_list.pdf
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Paul W Gillespie, Photographer
Annapolis | MD | USA | Posted: 8:27 PM on 12.07.12
->> While I think that the part of NPS that loans out gear, for free, should be taken with a grain of salt in the wait times, the NPS repair part of NPS can and should be held to a higher standard. While it is a free service to be an NPS member, we are paying top dollar for our camera repairs and it is taking months to turn them around, even without Sandy. I don't think there is any time of the year that my paper does not have gear in for repair at NPS. It takes months and costs a fortune.

They have had a D3 body of ours for almost three months for what seems an adjustment to the viewfinder so things that shoot in focus are actually in focus in the viewfinder. I also believe it was sent back this way from a previous repair. We have many other pieces sitting there being "fixed" and many more waiting to go, but we fear sending them in due to the wait. Due to our paper having an account there we can't send them elsewhere.

I would gladly pay a fee to get the kind of turnaround CPS members have. We almost never get loaner stuff from NPS, so I am not too worried about that. I used to be a CPS member, when it was free, and have a closet full of personal Canon gear. When it broke it was always back 7-10 days, sometimes sooner. They also gave CPS members what seemed a real discount on repairs. So if NPS could do this it would be worth the fee.
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Les Stukenberg, Photographer, Photo Editor
Prescott Valley | AZ | USA | Posted: 8:45 PM on 12.07.12
->> I must be one of the "lucky" ones. All except for once I have gotten my repaired gear back in a timely manner. As for the quality of repairs except for that once every time my gear comes back it's fixed. Add to that the few times I have asked for a loaner it's been sent to me.. Repair costs are a cost of doing business so whatever they are then figure it in. All in all I highly value my FREE NPS membership.
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 9:57 PM on 12.07.12
->> Hmmm...*someone* here certainly seems to be taking things personally...
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 10:45 PM on 12.07.12
->> I would also *gladly* pay for consistent, accurate and speedy NPS service. I sent in a 35 with squeaky AF...came back $500 later with squeaky AF. Sent in a 400 for cleaning and tripod collar lube and it came back $400 later no longer able to focus with a TC. Those were just this past year. To me, NPS stands for: Need Plenty of Spares. Add to that the aggressively poor customer relations I received while clearly asking a question and clearly asking for a specific and simple action. My only advice is tape over the logos. Don't do their advertising for them until they address their glaring service shortcomings.
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 1:26 PM on 12.17.12
->> Shipped my intermittently-manual focus D600 on Monday 12/10 for expedited NPS repair. Received at Nikon Wednesday 12/12 per FedEx. Nikon sent my repair estimate (under warranty - no fictitious "impact damage") today, 12/17. Not impressed with "expedited" entry into system. Awaiting to see results...
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 3:20 PM on 12.17.12
->> So my 400 I mentioned two posts above has been at Authorized Photo in Morton Grove, IL for three weeks. Just called 'em today and they tell me it needs to go to Nikon for more work.

Firetruck. (only without some of those letters in the middle)

I had hoped a six week window between the last ND game and the NCG would be enough and clearly not.

I have little confidence it will be repaired correctly the second time and I have zero confidence it will be back before the NCG on Jan. 7.

I have emailed NPS for a loaner. I have little confidence I will even get an answer.

Firetruck.
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Michael Chang, Photographer
Robertsdale | AL | USA | Posted: 3:33 PM on 12.17.12
->> What email are you sending your request to? Every time I've requested a loaner I have gotten an answer. I even have a loaner 400 since my 400 is also in for repair.
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 4:02 PM on 12.17.12
->> I emailed nps@nikon.net, cc'ed Bill Pekala, and sent snail mail to Bill. If you have a better, more responsive email, let me know either here or email me through my member page.

Again, I'll mention that I'm not just emailing people to tell them how disgusted I am, I am outlining the issue and clearly requesting a specific and reasonable action. In this specific case I am asking for reasonable credit toward purchase of a new 400 VR.

And once more...I would gladly pay for consistent, accurate, and speedy NPS service.
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Michael Chang, Photographer
Robertsdale | AL | USA | Posted: 4:23 PM on 12.17.12
->> Yup, I send all my emails to nps@nikon.net. I'm not sure who Bill Pekala is, but I always get timely responses.
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 4:46 PM on 12.17.12
->> Mr. Pekala is NPS General Manager.

If you do NPS priority purchase (one thing it is still good for) your confirmation emails come through his email.
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Jeff Gammons, Photographer
Destin | Fl | USA | Posted: 10:56 PM on 12.17.12
->> Well they sent me two loaners until January. Not complaining.
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Jeff Gammons, Photographer
Destin | Fl | USA | Posted: 12:33 PM on 12.18.12
->> Well this is awkward. FedEx just woke me up, I have my camera back....
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 12:19 PM on 01.14.13
->> I have no illusion that anyone is all that interested in my repair issues, but in the spirit of gripe publicly, praise publicly, I thought I'd update my situation with my 400 that I've mentioned a couple of times in this thread.

I asked for and received a loaner 400, and my own 400 was sent on from APS to Nikon in Melville and did get fixed correctly after about three weeks in Melville. Christmas/New Years holidays were in the middle of all of that so in fairness, three weeks in holiday season probably means about 5-7 actual business days, which is, in my opinion, reasonable turnaround time.

I thought Nikon and in particular Bill Pekala were quick and effective in helping me with this particular issue.

So, uh, never thought I'd say this, but...Thanks Nikon!
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Mark J. Terrill, Photographer
Simi Valley | CA | USA | Posted: 3:40 PM on 01.14.13
->> Where else but Nikon would you find someone as high up at Bill Pekala to take care of a repair problem?
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Brian Blanco, Photographer
Tampa / Sarasota | FL | USA | Posted: 4:35 PM on 01.14.13
->> Bill Pekala is a true professional and an asset to our industry. He answers emails quickly and handles problems efficiently.
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Preston Mack, Photographer
Orlando | FL | | Posted: 4:55 PM on 01.14.13
->> I have never had issues with NPS.
Bill Pekala has always treated me and my gear with the best service.
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Chuck Liddy, Photographer, Photo Editor
PLANET | EARTH | | Posted: 5:17 PM on 01.14.13
->> I concur on the comments about mr. pekala.
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Brian Blanco, Photographer
Tampa / Sarasota | FL | USA | Posted: 5:56 PM on 01.14.13
->> Chuck, why must you ALWAYS pile on?
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 6:58 PM on 01.14.13
->> Mr. Cashore, I'm confused. I would like some clarification from some of the previous posts.

Previously it was stated that the 400mm was sent in for repair and it came back $400 later and wouldn't work properly.
What company did the initial faulty repair?

Then it was sent it to a NARS in Morton Grove, IL for three weeks. The repair station then sent it to Nikon for another three weeks.

Are you now saying it took 5-7 actual business days? How many months did it take with the initial faulty repair?

What did you pay in shipping for the loaner (NPS makes users pay to ship loaners back and forth)? $200?

What was the total cost with shipping for this repair?
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 9:11 PM on 01.14.13
->> Mr. Hinton, happy to oblige:

--Sent it to Nikon in California in Feb/Mar of 2012 to lube a sticky tripod collar and general clean/check. I had purchased it new (from Robert's) four years earlier and it had never been serviced, but had worked 100% perfectly. One of the best lenses of any brand I have ever used. It was in California for 2-3 weeks, at a cost--including shipping--of $500...ish. I don't have the paperwork handy.

--I noticed focusing issues immediately after its return from California but it was not consistently soft and there always seemed to be some other plausible reason for the un-sharp photos such as severe backlighting, a bad TC, heat ripples on artificial turf, simple user error, etc.... By the time I identified and confidently isolated the problem to the lens the repair warranty was up. I didn't even bother asking Nikon to honor an expired repair warranty. I discovered that by cranking my AF microadjustment to -20 (the absolute limit) I could get adequate results so I decided to muddle through football season as-is. On Nov. 26, after the ND-USC game, I sent it to APS in Illinois because I'd had good luck with them on a recent repair. After 3 weeks at APS they confirmed the focusing issue but said they couldn't fix it at their facility...they did not specify if it was a parts issue or what, but they sent it on to Nikon in Melville--at their expense--and didn't charge me for their efforts (nice of them to do, thanks APS!).

--Lens arrived in Melville on Friday Dec. 21. UPS dropped off the repaired lens at my house on Jan. 10, 2nd day air so it shipped on the 8th. I am reasonably assuming no one worked the Mondays of Christmas Eve or New Year's Eve, so that's 7 non-holiday weekdays between Dec. 21 and Jan. 8.

--Yes, shipping of the loaner was $200. To my great surprise and thanks to Bill Pekala's help, Nikon did honor the original repair warranty and shipped the lens to me at no charge. So the total bill for the 6-week service trip to Chicago/Melville was only the cost of shipping the lens to Chicago.

I tested the hell out of the lens with and without TCs on multiple bodies and used it at a recent hoops game and I'm satisfied it's back to working 100% as it did when it was new, without any need for AF microadjustment. So, all-in it cost me $700-$800, (though that's subsidized by my employer) 9 weeks without my lens and a lot of grief (nothing is worse than equipment that *sort of* works) all because of a sticky tripod collar.

In hindsight I could have lived with that.
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Matt Cashore, Photographer
South Bend | IN | USA | Posted: 9:35 PM on 01.14.13
->> Nuts. Re-reading your question I realize my answer is clear as mud.

On the one hand I say my lens was fixed in 5-7 days and I'm happy but I also say it too nearly a year and I'm grumpy.

I'm happy with the FINAL service experience which I consider to be the time it was in Melville.

I expected to pay full-freight for round 2 in service, I expected the lens would not be repaired accurately and I expected to not even have the option of a loaner available. Wrong on all counts thanks in large part to Bill Pekala.

5-7 business days is what I would like to see all the time and I would gladly pay a membership fee to ensure that kind of turnaround time.

So like my lens, my answer took two attempts, but I think I got it right this time.
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 12:48 PM on 02.26.13
->> Last Wednesday I flew into Los Angeles and drove straight to Nikon's repair facility on Wilshire to drop off two camera bodies -- a D700 that needed a new lens mount and locking pin, and a D800 that was backfocusing -- plus an 80-200mm with a minor exterior problem.

The lens was fixed on the spot and UPS just delivered both bodies back to me as 2nd day air. In-shop repair time turn around was 2.5 days max and included sensor cleanings, replacement of all the worn outside rubber on the D700, etc. (I'm a NPS member.)

Now THAT's service!!! And it is the same efficient and speedy service I've experienced for decades. And the same with lens and body loaners.
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Paul Hayes, Photographer, Photo Editor
Littleton | NH | USA | Posted: 2:37 PM on 02.26.13
->> Doug, where could someone get that done on the east coast?
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 3:31 PM on 02.26.13
->> Paul: the main Melville facility. I always experienced the same great service with that one too when I worked on the east coast.
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Thread Title: NPS repairs
Thread Started By: Rick Tucker
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