I bought a refurbished Nikon D750 from www.nikonusa.com. Upon receiving the unit I noticed an unusual amount of shutter vibration, also known as “shutter shock”. Having another D750 with me I compared the two and found that my old D750 did not exhibit the issue. So I called Nikon on the 2nd day of receiving the camera.
Call #1 (9/14/2016): After describing the issues I was told that I needed to send it for service.
Out of curiosity I decided to check the shutter count on the camera and I was surprised to find out 47K+ actuations.
Call #2 (9/14/2016): I called back and mentioned that I wanted to exchange the camera instead of getting it repaired; however the representative told me that they cannot do an exchange.
Since I could not exchange the camera I decided to return it.
Call #3 (9/19/2016): I described my previous phone calls and indicated that I wanted to return the camera. I was not even done describing my situation when the representative interrupts me and tells me, in a very rude voice, that I cannot return an opened camera. With a defective camera on hand and a very rude Nikon representative I was quite angry at the way she was talking to me. After which there was a moment of unpleasant conversation. How am I supposed to find out about a faulty device without opening the box and on top of that it is a refurbished camera. Even the Nikon return policy states that:
“We offer refunds on most products purchased directly from us that are either defective or unused and unopened within 14 days of delivery. Read our Return Policy for more information.
After some discussion she told me that I have to go through a troubleshooting process before I can return it. Since I did not have the camera with me at that time I told her I will call back and hung up the phone.
Call #4 (9/20/2016): As any other call I describe my situation and again I get the same response saying that I cannot return the camera. Not wanting to get back into argument mode, I calmed myself down and told her about Nikon return policy that is published on their website. After some discussion she told me that because this purchase is over 1000 dollars the case needs to be escalated and that someone will call me back in 24-48 hours. Without having any choice I thanked her and waited for the call.
Call #5 (9/20/2016): After about 2 minutes I get a call back to go through the troubleshooting steps, which included: 1) Questions about what type of battery, lens and memory card I am using 2) Asked me to remove battery, lens and memory card 3) To put back the battery, lens and the memory card 4) Rest custom menu, shooting menu etc. Once we were done with the process she told me I will hear back within 24-48 hours.
I did not hear back from Nikon so decided to call them after the 48th hour.
Call #6 (9/22/2016): Same conversation as every other call. The representative tells em that she needs to forward the case to sales department and that someone will call me back within 24-48 hours.
Waiting starts again.
While I was in the process of filing a dispute with my credit card company I received RMA for my return.
I have a lot of Nikon gear and I do like Nikon gear but I will NEVER EVER buy anything directly from Nikon. From my experience the sales practice were not very different from many scan photography stores our in Brooklyn. All I can say is think 10 times before you buy directly from Nikon.
Few weeks ago I bought another refurbished from Adorama and it does not have the "shutter shock" problem and has close to 2K actuations.
I agree it shouldn't have been a hassle to return it within the 2-week return period. I suppose doing just what he did, insisting upon a return, is the best course of action. Apparently Nikon did as well since they (eventually) issued the RMA.
I'd rather buy used with a 14 day unconditional return guarantee than a refurb that I'd own with issues.
Nikon... not so much I guess. Couple that with their terrible customer service and that is a recipe for disaster.
Hello, new member here and just had one of the worst buying experiences ever with the Nikon Store. Not bashing Nikon, but there is something wrong at the Nikon Store(at least this time).
Here is the story - On Dec 26, saw that the Nikon Store had the D810 with 'End of Year' discount and decided to pull the trigger on a refurbished Nikon D810. First hint things were strange is got a call from someone about verifying that I placed the order on the 27th, but they did not leave a number so I called on the 28th to see what was needed. No one in Customer Service could tell me, other than they always verify each purchase. Well, they had not done this before. Never heard back from them and received email notice that the camera had shipped on the 29th. Money taken from PayPal.
Camera arrived on Jan 4, signature required no big deal - stayed home from work to sign for it. Opened the box and did not find a D810 (thought the box seemed really light), but instead there was a box with a D7200 in it (yeah I opened the box to verify that the camera was indeeda D7200 and it was). Looked at the shipping invoice and it had the wrong order number on it, but it had the correct SKU and description for a D810.
Called Nikon Store customer support and told them what happened and the guy goes 'OhNo' that's bad. He said he needed to escalate to someone higher up than he was and I said OK. The next person was really nice and apologized and said that the person that could help had gone home sick and someone would call me first thing the next morning. Hmmmm, next day Jan 5, no response after I was told someone would call, so I called again and was passed up the escalation ladder again and was told they needed the store manager wanted to know what happened and they needed to decide what to do next. No other follow-up.
I work in retail and e-commerce and know that this is a big issue (or should be) for them. Either they have a major inventory problem or someone is working around the system to pull this off. Today, Jan 6 - Inow updates and was promised a reply the day before and that did not happen. I then proceeded to dispute the charges on PayPal since I did not get the camera I ordered (and the price difference is pretty darn big). Finally got a email from someone and started messaging back a forth with one of the staff, first they need a photo of the box and the bottom of the camera to verify what I have told them is true. Next they tell me that they cannot send me the camera I ordered until they have their camera back (getting very unhappy at this point). They seemed to be much more concerned with getting their camera back than doing anything to make me happy
They did finally send me an RMA to send their camera back and said that they would refund my money once they have it and I could re-order the D810. So now they have my money and I have no camera. What really got me was the last communication I had with them the rep stated, and I quote, "I am very sorry for the inconveniences that you have experienced with this order and I am happy to assist you any way I can to be sure that you receive the correct camera that you intended to order. " - really, the camera I intended to order? I ordered the camera I intended to, but the Nikon Store could not ship it to me.
Thanks for reading if you have gotten this far. I still want the camera and the last person had tried to help. The D7200 is on it's way back to Nikon (I already have one), but really at my wits end on how a company this big and behave so poorly.
Apple refurbished products are pretty solid deals if you want near new products, but obviously it depends on which product you're buying.
Took a while for them to fix it, but at least you didn't have to escalate it further to a small claims courts.