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SportsShooter.com: Member Message Board

NPS Not Happy
Randy Sartin, Photographer, Assistant
Knoxville | TN | USA | Posted: 8:09 PM on 03.03.14
->> So I have a 24-70 that I bought used here, managed to drop it and was expecting the "impact damage" report, especially since I told them I dropped it again. $600 later all was well. Happened another time, same lens, sent it in and it was still messed up (even had a new serial number)...bad part is that it was not fixed and after saying it was covered under warranty they now want $500 to repair it due to "impact damage".

If taking the the lens out of an undamaged box and mounting it on a body results in impact damage to hell with them, 2nd time I've been madder than you know what at them. I absolutely love the folks I know that are still with Nikon, and I greatly appreciate their support for the past two years. But this is absolute BS...back to Canon we go, never had a single issue with their service for two years.
 This post is:  Informative (1) | Funny (0) | Huh? (2) | Off Topic (0) | Inappropriate (0) |   Definitions

Mike Janes, Photographer
Attica | NY | USA | Posted: 9:06 PM on 03.03.14
->> There's other options out there to send your gear for repair, if you think switching to Canon and CPS is the cure all you're dead wrong. Was Canon for over 14 years and have nothing good to say about CPS other than they always returned my gear fast, sure it was most often not fixed, but they were very quick to return the gear with the same issue it had been sent in for. Ask around and you'll find plenty of people with CPS horror stories, during my debate to switch there were dozens of people found with the same exact experiences.

NPS only have had one experience with and it was dreadful, planned it out and nobody knew a thing once it was sent in, got to the point they had to rush out loaner gear. Even got a notice that my lens was shipped back and fixed under warranty just to get a call saying it had just got inspected and they needed me to pay for the "impact damage". When pressed she said it could happen just by mounting the lens, that's it, no explanation as to how.

Least with NPS the gear came back fixed, CPS two bodies and two lenses went in 5-6x each (almost 2K in shipping over a few years). Oddly, the only time all the gear came back from CPS working great was the last time, after canceling my CPS and telling them why. Soon as tested it all out, saw the issues were fixed, debated sticking with them but was not going to put up with it anymore - it was almost like trusting a cheating ex, no thank you.

I'd go third party repair before switching, find somewhere that cares about your business. NPS still has chances with me, CPS maybe someday in the future, but there'd have to be some pretty hard evidence things have changed.
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 9:08 PM on 03.03.14
->> How did the same lens get a new serial number?
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PJ Heller, Photographer
Christchurch | NZ | | Posted: 10:17 PM on 03.03.14
->> Suggest you get repair estimate here:
http://www.nikoncamerarepair.com/
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Corey Perrine, Photographer
Naples | FL | USA | Posted: 10:45 PM on 03.03.14
->> http://www.midstatecamerarepair.com/
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David Seelig, Photographer
Hailey | ID | USA | Posted: 12:35 AM on 03.04.14
->> I have had nothing but good luck with CPS John Dimauro in NJ is a total class act and fast turn around and always repaid the first time. Been dealing with him for at least 15 years maybe more.
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Will Powers, Photographer
Denver | CO | USA | Posted: 12:43 AM on 03.04.14
->> Love CPS
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Jim Karczewski, Photographer, Assistant
Hammond | IN | USA | Posted: 1:03 AM on 03.04.14
->> Doug-

Probably got a new serial number the same way my tele-converter got one, the part with the serial number had to be replaced so it gets a new part with a new serial number.
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Randy Sartin, Photographer, Assistant
Knoxville | TN | USA | Posted: 8:38 AM on 03.04.14
->> Yeah they replaced the barrel I suppose. Got it back from NPS, used it for 30 min and the zoom got stiff.
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Scott Serio, Photo Editor, Photographer
Colora | MD | USA | Posted: 8:56 AM on 03.04.14
->> And…same boat…

Went from a Warranty Repair for my D800 that just wouldn't turn on to an Impact Damage. From $0 to $334. I just bought the thing in November…

Not one bit happy with NPS right now, not one bit..
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Brian Blanco, Photographer
Tampa / Sarasota | FL | USA | Posted: 11:51 AM on 03.04.14
->> In case you guys have not noticed, NPS is an utter disaster and has been for about 2 years. I have no idea what is happening there but I finally gave up and switched to Canon because of NPS.

***** NOTE*****
NPS Reps: I hope you're reading this (you should have plenty of time to do so since you NEVER return emails, EVER) but you're losing professionals left and right to Canon because of your complete lack of customer service, your automatic "impact damage" response to EVERYTHING and your absurd position on not selling small, easy to replace, parts.

I'd suggest you get your house in order, but really, it might be too late. You've lost me, and several others I know, for good.
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Garrett Hubbard, Photographer
Washington | D.C. | USA | Posted: 12:41 PM on 03.04.14
->> Wow. I'm sorry to hear about your troubles Randy. You as well Brian. Bad customer service just makes my skin crawl. Largely because I'd like to think that is one of the areas I care about most in my business. Best of luck guys. Please let us know if you ever find a solution other than switching.

FWIW: I've had pretty good good results with CPS for the past 10 years. It has been good, but not perfect by any means.
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 12:48 PM on 03.04.14
->> Nikon Repair (not equal to) NPS

Just to make sure we're venting our spleen at the correct people.

I got a loaner D3S from NPS recently...emailed them last Wednesday, had the camera on Friday.

Nikon Repair still sucks, and having my repair noted as an "NPS Repair" didn't seem to help the turnaround at all. As I related in another thread, it took Nikon repair a week to do the estimate; APS did the entire repair, shipping to and from completed, in less time and for about 20% less cost.

YMMV
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Michael Coons, Photographer
Camarillo | CA | USA | Posted: 1:29 PM on 03.04.14
->> I have to recommend APS too. My D3 had a blown shutter and APS repaired it in two days. I had the repair done and back in my hands in 8 days and that includes a weekend.

http://www.nikoncamerarepair.com/
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Bradly J. Boner, Photographer, Photo Editor
Jackson | WY | USA | Posted: 1:32 PM on 03.04.14
->> If you think switching camera systems entirely is easier than using one of the reputable alternatives for repairs, then, well, I really have nothing to add except that I'd hate to see what happens when you have trouble with an auto mechanic.
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Scott Serio, Photo Editor, Photographer
Colora | MD | USA | Posted: 4:12 PM on 03.04.14
->> Well, in this latest installment, apparently Nikon Repair is going to just repair everything, whether you want it or not. I sent in my D800 because it wouldn't start up, and it had a ZERO estimate. Then, suddenly, it was a $334 estimate for impact damage and I got a photo of a dinged hot shoe mount and F-mount. What the hot shoe has to do with the internal working…I have no idea.

They did this with an 80-200 I sent in. That was, in fact, impact damage and I was expecting to pay for it. Then I got the estimate and they were refurbing the whole lens, including scratches on the front element. I didn't ask for it, but the only way I could get the lens repaired was to pay for the whole thing.

For all the issues I have had with repairs, the NPS crew has worked very hard to get me through some tough spots with equipment. I definitely don't want to bash them. I certainly wouldn't want the job of dealing with hundreds of pros who are demanding like me. They do a great job, especially with the resources they have. Nikon Repairs…well…not so much.
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Randy Sartin, Photographer, Assistant
Knoxville | TN | USA | Posted: 4:34 PM on 03.04.14
->> I think folks are missing the point here...

A) I dropped the lens and broke it.
B) Sent it to NPS and said "I dropped the lens, please fix it"
C) I got he lens back and paid $600 to have it repaired.
D) I pulled the lens out of the box that NPS sent it to me in, used it for 30 minutes and the zoom got super stiff then locked up.
E) Just got off the phone with them and now it is "zoom ring impact damage". Wow, really?
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John Cheng, Photographer
New Milford | CT | USA | Posted: 7:08 PM on 03.04.14
->> Ah, the dreaded "Impact Damage" assessment...

I sent in my 70-200 VR2 to have the rubber grip replaced on the zoom ring. It became really loose and should have been a simple replacement. NPS slapped me with a $600 "Impact Damage" assessment because there was a dent by the mount. I politely replied and said I didn't need to have anything fixed other than the rubber grip, but they refused to do partial repairs... $600 rubber grip, go figure!

Since the lens is my workhorse lens for gymnastics I decided to swallow the $600 and approved the repair. It came back brand new, even with the new serial number (I guess they replaced the lens barrel). Good to go for another 5 years...Bitter sweet!

NPS workmanship 10/10
NPS repair assessment policy 1/10

My two cents...
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Kevin Novak, Photographer, Assistant
Panama City Beach | FL | USA | Posted: 7:28 PM on 03.04.14
->> Just wondering out loud here.
Has anyone challenged Nikon on their blanket "impact damage" repair assessment?
Can they prove, by photographic evidence, the condition of the particular item as it exited final assembly?
Seeing as this problem has been growing, should we document every item of new gear we purchase and update the photographic documentation when we send it in for repair?
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Dave Prelosky, Photographer
Lower Burrell | Pa | US | Posted: 11:39 PM on 03.04.14
->> I've had he same share of repair gripes ans anyone, but I'll offer this:

Nikon has always had a policy of repairing gear to "as new" operating status. It gets them off the hook when something not listed is discovered on a repair request. The don't work like the dentist and do one filling this week and another in a month.

But the dentist rarely offers "impact damage" as the cause of my oral problems...
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Randy Sartin, Photographer, Assistant
Knoxville | TN | USA | Posted: 9:09 AM on 03.05.14
->> I put my "Manager of Expensive Stuff" (AKA my wife) on it and after about an hour on the phone she was told that the zoom ring had impact damage but they would take 40% off the repair.

Whatever. Lens Terrorists. :)
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Eric Canha, Photographer
Brockton | MA | United States | Posted: 12:41 PM on 03.05.14
->> Just to repeat what Chuck said... You guys have an issue with the repair/service side... NOT NPS.

The folks at NPS handle loaners, and can act as a liaison between members and the various departments etc.. Rather than to call the repair department did you try contacting NPS@nikon()net directly to see if they could intervene for you?

I've had nothing but great success when working with NPS within the way it is structured. 9 out of 10 of the 'horror' stories I hear come when 'we' try to contact a department directly and said department is in 'consumer mode'. Best bet is to contact an NPS rep and let them deal with the repair people on your behalf.

Just my experience.
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Doug Holleman, Photographer
Belton | TX | USA | Posted: 6:52 PM on 03.05.14
->> I didn't even get a calendar this year. Anybody else get one?

I got a cool little pin, though.
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Nick Wass, Photographer
Wheaton | MD | USA | Posted: 8:06 PM on 03.05.14
->> hi John
thats a $5.00 part -the zoom ring which you can order in the future and is user replacable....but you did get a new lens....
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Baron Sekiya, Photographer, Photo Editor
Hilo | HI | USA | Posted: 4:09 AM on 03.15.14
->> I've only had a couple, what I would call, major disagreements with CPS. Both were resolved in a professional manner after a bit of letter writing, emails, phone calls from me. So no, CPS isn't perfect but they did make good on my repairs and my gear was top-notch after the resolves.

I'd say write Nikon both USA and Japan and complain. See if you can get some proper assistance for your problem. It's not gonna cost you anything to ask.
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 12:07 AM on 03.18.14
->> "Nikon Asked to Halt All D600 Sales in China After Scathing Nationally Televised Exposé"

http://petapixel.com/2014/03/17/nikon-asked-halt-d600-sales-china-scathing-.../

"The debacle started when the China Central Television show “3.15″ (sort of like 60 minutes) not only accused Nikon of selling a defective product — something the company has pretty much admitted to at this point — but also featured hidden camera footage of employees denying returns and exchanges while blaming smog."

There is a class action lawsuit in the U.S. over it
http://www.zimmreed.com/Nikon-D600-Spot-Issue/64550/

I hope this is one of many lawsuits against Nikon for it's terrible service.
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 12:27 AM on 03.18.14
->> Matthew...

Why would you or anyone wish for "many lawsuits against Nikon for it's [sic] terrible service."?

Yes, there were problems with the initial run of the D600, but Nikon is taking responsibility and fixing it. I bought one of the cameras from the second run and haven't had a single dust/oil problem with it; nor have colleagues I know who have the 2nd-run camera.

Compared to GM who is in the hot seat for ignoring problems with its cars since 2004, Nikon is acting pretty darn fast and responsibly.
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 2:37 AM on 03.18.14
->> Nikon only responded with free D600 repairs after the class action suit was filed. It only said it would pull all D600s out of China after the story aired on TV. It's only reacting to problems after the damage has been done to many consumers. Nikon maybe fast at damage control, while being glacial at addressing the actual causes of the damage, like poor design, poor customer service and lying to customers about the actual cause of an issue. Nikon only cares now that its stock price is going down. Many corporations don't care about customer service if it doesn't negatively affect their profits or stock price. The D600 story is lowering the stock price so Nikon is finally acting like it cares.

GM is not Nikon and Nikon is not GM. Saying another company is worse has nothing to do with the issue at hand, and it doesn't excuse the actions and behavior of Nikon because another company is worse.

Every D1, D2, or D3, D4 series camera I have owned has had an issue with the viewfinder curtain getting stuck at one point or another. It's bad design and it's Nikon fault for its terrible response and service of this all too common problem.

Nikon could fix the design but has kept the same shitty viewfinder design for several decades. Sometimes I want to clean the viewfinder glass and I can't get the damn eyepiece off, because yet another viewfinder curtain has gotten stuck. When the finder gets stuck on these models it makes it really hard if not impossible to get the eyepiece off.

The Nikon 17-35mm AF-S zoom lens gets a drop of water and the zoom stops functioning. I've seen this on over a dozen of these lenses. Again this is bad design that should be fixed because of its shitty design, just like oil spots that showed up with the D600.

Nikon in the past would honor warranties on these type of repairs but now everything is "impact damage" and warranty is honored much less often even though Nikon customers pay extra for a supposed "5-year warranty" on lenses.

Nikon also doubled all repair prices inexplicably two years ago. I know because I had the exact same repair done on the same lens in two different years. When I complained that the price had doubled on the exact same repair on the same lens, Nikon offered a slight discount. The repair took several months compared to the first time when it was just a few weeks. Repair turnaround by Nikon is slow and slower than most of its competitors.
http://www.lensrentals.com/blog/2012/09/lensrentals-repair-data-january-jul...

It's a problem because you have to find loaner gear or get a replacement while the gear is slowly being fixed. This can mean turning down work and money while you figure out getting the proper gear. Granted these are first world problems, but I think most will agree that Nikon charges first world prices for this gear and for the repairs so these issues should be addressed speedily.

At the same time Nikon doubled prices, Nikon stop selling parts to independent repair shops and individual consumers.
So Nikon has increased the price and wait times on the same repairs for no reason, other than Nikon can, now that they have monopolized the availability of parts and almost succeeded in limiting service options to Nikon itself.

It's not that problems like the D600 happen, it's how Nikon responds to them and continues to respond to them by telling customers the problem is smog or "impact damage" and refusing to give customers their money back or honoring warranties. Only when exposed does Nikon appear to take action not before.
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Doug Pizac, Photographer
Sandy | UT | USA | Posted: 2:53 AM on 03.18.14
->> Matthew...

You must be dealing with a different Nikon company. I've had nothing but great and fast repair service. Last year I was in Los Angeles and took a lens and a camera in for work. The lens was worked on while I waited and the camera arrived the day after I got back five days later. I then sent in another camera and it was fixed and back to me within a week. And the same with a lens I shipped to them a couple months ago. All costs seemed very reasonable.
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Matthew Hinton, Photographer, Assistant
New Orleans | LA | USA | Posted: 10:50 AM on 03.18.14
->> The class action lawsuit wad filed in federal court in California by a law firm from Sherman Oaks, California, which is Los Angeles.

The lawsuit was filed in federal court in California.

The lawsuit among other things claims breeches of warranties, California unfair competition law, state consumer fraud laws, and California false advertising laws.

I sent in a D4 with a stuck viewfinder curtain and a 17-35mm with a stuck zoom more than two weeks ago. Still waiting. . .

Must be a different company.
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 11:58 AM on 03.18.14
->> Apparently, it's not just in Los Angeles that people have problems with Nikon service:

http://nikonrumors.com/2014/03/17/nikon-d600-spot-issue-all-over-the-news-a.../
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Justin Berl, Photographer, Assistant
Moon Township | PA | USA | Posted: 2:00 PM on 03.19.14
->> Myself and another Nikon shooter here in Pittsburgh both have sent our cameras to Melville for repair in the last 2 months and now both of us are having pretty much the exact same issues again.

My issues have been; shutting off with a full battery and not turning back on, ERR codes, mirror getting stuck and auto focus not working no matter what lens is attached. The other photographer had auto focus issues and while shooting they get black frames mixed in with tack sharp frames.

I'm hoping that I don't get another bill for $450 to cover this latest service.
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Thread Title: NPS Not Happy
Thread Started By: Randy Sartin
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