ComplaintsforNikon Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two EN-EL15 C camera batteries from Nikon USA on 06-27-24 ($154.98 total) and they shipped on 06-28-24. *** tracking shows the package was supposed to arrive on 07-02-24 but did not. The package has not left or been received by any *** facility since 06-30-24 and *** tells me it is lost. *** tells me to contact the sender (Nikon ***) for them to file a claim. Ive contacted Nikon *** at least four time over two days. Nikon USA keeps telling me something different each time and finally told me I had to contact *** to file a claim. *** (who I have spoken with several times also) keeps telling me I have to file the claim through the sender (Nikon ***). Nikon refuses to do this and keeps giving me the runaround. Nikon *** is the one who shipped my purchased items via *** but will not investigate or file a claim as they should. My order number was ***********. Nikon USA sold me the items but does not care that I have not received my purchase from them. I am very upset and have lost patience with Nikon ***. They should have tried to resolve this issue with their customer. I am not just letting $154.98 be thrown away by me. They received my money and I want my product. This was not my only purchase ever with Nikon *** but is the only time Ive had an issue of any kind with them. Unfortunately, my first issue with them coincides with their total lack of customer support. Now I have had to file a dispute with my credit card company with them.

  Business response

  07/08/2024

  Good Afternoon,

  Please be advised that the customers batteries are being delivered today to the customer.  A member of our Customer Support team will be emailing him with the tracking status.  Due to the July 4th Holiday, there was a delay in the shipment. We appreciate you bringing this to our attention.
  

  Regards,

  
  Nikon Customer Support

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: May 2024 Amount of Money: $529.43 (repair and shipping fees) + $500 (camera rental fees)Business Committed: Nikon Nature of the Dispute: In early May 2024, I sent my Z8 camera to Nikon for repair. Nikon charged me $529.43 for repairs and shipping. However, when I received the package in mid to late May, although the external packaging appeared intact, the box was empty my camera had been stolen. Given multiple critical shoots during mid to late May, I urgently needed my camera but Nikon did not offer temporary solutions or rental services. Consequently, I had to rent a camera from a third party, incurring an additional $500.A week later, Nikon sent me a refurbished Z8. However, they have not refunded the repair and shipping fees nor compensated me for the rental expenses. This has caused significant inconvenience and additional costs.Efforts of Business to Resolve the Problem: Nikon sent a refurbished Z8, but did not provide financial compensation or refunds.I request BBB assistance to resolve this matter, including refunding the repair and shipping fees and compensating me for the camera rental expenses incurred due to Nikon's negligence.Thank you for your attention to this matter.

  Business response

  07/01/2024

  Good morning, 

  Please be advised that we had send a replacement camera, due to a *** theft, to the customer. We assisted within a reasonable time period and provided the customer with the replacement, due to the *** theft. The camera was in need of repair, and the amount that was paid was accurate. The customer was billed $373.61, not $529.43. It is unfortunate that *** had a theft, but we did make the customer whole by providing a replacement camera.

  We will contact the customer to explain this again. Thank you for bringing the customer's concern to our attention.
  

  Regards,
  Nikon Customer Support

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Nikon ZF on 1/4/2024 from a Nikon authorized dealer. I later incurred some unintended impact damage and sent the camera in for repair soon after, with Nikon sending a confirmation email that they had received it on 4/4/2024. There was some credit card trouble, so I had to change the credit card used, which was checked and confirmed to be working by a Nikon representative. The original quoted *** of the repair was 1-2 weeks and it has been almost 2 months since then. Most of the time the camera was in for repair it was listed as being on "parts hold". When I called to ask for the *** on the part, I was Initially told it would be received by the service department on 4/30. This date was later updated to 5/7. When I checked on 5/8, the portal (which shows an extremely limited amount of information) said it was in the shop, waiting on some approval, which I gave. When I checked on 5/9, the following day, the portal said the camera was back on parts hold. After calling twice and getting no information from the service department, the third call resulted in an email saying that the service does not have any *** on when the part will be in. Because of this lack of communication and incredibly wrong ***, I have had to cancel what would have been my first paid photography gigs because I have no camera with which to shoot them with. Additionally, the lenses I bought to use with the camera are little more than thousand dollar paperweights.

  Business response

  05/31/2024

  Good Morning,

  
  Thank you for bringing the customer's concern to our attention. Please be advised we have contacted the customer via email, and we are continuing our efforts to resolve the issue. 

  Regards,

  
  Nikon Customer Support

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Nikon Stabileye Binochulars. The ** batteries leaked causing damage to the battery Pack. I have asked for a replacement pack and offered to pay for it. Nikon does not respond and I can't use these $2,000 binochulars that I use for safety reasons.

  Business response

  05/21/2024

  Good Morning,

  
  Thank you for bringing the customer's concern to our attention. Please be advised we have contacted the customer this morning via email, and we will continuing our efforts to resolve the issue.
  

  Regards,
  Nikon Customer Support

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 16, I bought a Nikon Z *******mm lens from a local Nikon authorized dealer. I noticed the auto-focus (AF-C) was not responsive and sometimes had no response. The problem was verified by comparing my lens with another copy of my friend's *******mm lens on the same camera body. To make sure my copy of the lens is a US version and has a proper US warranty, I called Nikon support on March 28, 2024. Nikon support ************** told me he found the ** number with my lens was registered in the Nikon System before by another user and had a repair service last year in August 2023 for the auto-focus problem. That means the "New" lens I bought is a pre-owned lens with a repair history. It also means my lens does not have a Nikon *** warranty according to Nikon's no-warranty transferring policy (ridiculous!). I was very upset about the findings. I called the store immediately and told the owner about my 'New' lens, which had been registered with Nikon and repaired before. I requested to return the lens to the store, but the owner refused to accept my return request, citing the store's no-return policy on cameras and lenses (very ridiculous!). He said he would let his Nikon rep fix the record problem in the Nikon system. After that, I called and e-mailed Nikon support multiple times (March 30, April 2, 4, and 9). Surprisingly, Nikon support suddenly could not find any previous findings with my lens and refused to disclose the repair history to me, which is strange and disturbing! Nikon *** erased or changed the records because of interference from the dealer? Is this to protect the authorized dealer, who sold me a pre-owned lens as a new copy? This suspicious coverup is totally unacceptable. Nikon *** needs to straighten this out and tell me the truth. If my lens was pre-owned, I should return the lens to the store. If my lens is a legit new copy, I need Nikon's explicit confirmation about the Nikon *** warranty for my lens and have my lens serviced for the auto-focus problem under the Nikon US warranty.

  Business response

  04/12/2024

  Good Morning,

  
  Thank you for bringing the customer's notification to our attention. Please be advised we have contacted the customer and have confirmed that this is a US product, and we are continuing our efforts to help him with his concerns.
  Regards,
  Nikon Customer Support

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Nikon support staff has provided the information I had requested multiple times before filling of this complaint. The lens has been returned to the store after the ***C problem with lens was reproduced and verified by the store staff. I hope Nikon support will improve their support quality in the future and avoid confusing responses. So the I am satisfied with the solution. 
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number: ********** Order Details: NIKKOR Z *******mm f/5.6-6.3 VR Order Date: 2/17/2024 Order Delivery Date: 3/20/2024 Nikon Case Reference Number: ******** Issue: Nikon *** is refusing to accept the return of their product as the product was taken out of the box. Upon receiving the product, it was opened to assess the product, and was found that the weight of the product was significantly concentrated on one end of the lenses leading it to topple the entire camera (causing damage to the camera body), the product weight distribution is not provided on the Nikon *** store website. Hence the customer is not able to access how the product weighs before placing the order. Nikon representative stated that once a product is taken out of the box, Nikon cannot accept the return of the product. The critical question is , how can a customer assess the product condition without taking the product out of the box and inspecting it with a camera that Nikon *** product is accurate as per the description of the product listed on their website and whether the product has any issue.This seems to be a clear case where Nikon ***, is trying to force the customer to be responsible for the product irrespective of the condition or issue with the product which is not describe in the product description on their website. Nikon *** should be prohibited from doing business in the US until they either fully clarify all aspects of their product issues or change their policy to accept returns of their products when they are being returned for product issues.

  Business response

  03/27/2024

  Good Morning,

  According to our customer support department a return authorization was sent to this customer on 3/27/24 at *******. Below is an excerpt of the email to this customer on the case # he notes in his complaint. Please have him check his spam/junk folder for the *** details.

  Thank you for your patience. the *** has been processed. Here is the *** number  ********** . You will receive another email with the return instructions and shipping label. 
  

  If he has any other questions, he can reach out directly to our support team at ************************ and provide them with the case # ********.

  Thank you for bringing this customer concern to our attention.

  Regards,

  Nikon Customer Relations

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested that my online account be deleted on 10/13/2023. After several more requests, the business still has not closed out the account. This is a violation of the Consumer Privacy Act. To resolve this issue, I would like my account deleted, along with all of my information, to ensure online privacy and make it impossible for me or anyone else to log in.

  Business response

  11/07/2023

  Good Afternoon,

  We will be taking care of this customers request by the end of this week. We apologize for any inconvenience this may have caused her.

  Regards,

  Nikon Customer Support

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have requested that my account be closed several times but I am still able to log into my account. ********************** contacted me and said that by requesting it online, I could close out my account but I'm still able to login, more than 24 hours after the request was submitted.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  11/13/2023

  Good Morning,

  I have confirmed that the customer's account and all information is deleted. We apologize for any inconvenience this may have caused.

  Regards,
  Nikon Support

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Thanks- my account has finally been deleted. 

  
  Sincerely,
  
  ***********************************
  
  
  
   
  

  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a Christmas present from my wife of a digital Nikon D5200 camera kit in December 2014. This was purchase in good faith for $725.00 from a retail camera outlet; Peachphoto in Brooklyn, ********. This camera is used extensively during our European travel trips to create exceptional Photo Books for our family. In September 2018 it became necessary to return this camera to a Nikon Authorized Repair Station for repairs and recalibration for which we charged $133.00. The repaired worked fine until September 2023, when the same problem reoccurred with the camera. Since 2018, Nikon closed its network of Authorized Repair Stations leaving only two locations for repair service. These are located in ********, ******** and ***********, **********. The camera was sent to Melville for repair shortly after which my camera was returned to me with a Nikon Invoice Repair form stamped in RED Non-US Product. I contacted Nikon and was informed their inventory system had this listed as a Gray Market Product and they refused to service it. I informed them Im not responsible for their inventory control and distribution of their product and indicated Nikon had already serviced my camera once. To no avail. Shortly afterward I went on Amazon and found new Nikon D5200 camera kits available for purchase and three day delivery. During this process Nikon never indicated that the serial number of the camera was part of a lot of stolen cameras from one of their Distribution Centers or a knockoff reproduction. I feel because we purchased this in good faith, had the camera previously serviced by a Nikon Authorized Repair Station and current Nikon D5200 camera kits are currently on Amazon, Nikon should perform the current repairs on my camera. Documentation to support my position include; Original Sales Receipt, Nikon Invoice Repair rejection, Nikon Customer Repair Invoice and Amazon Order Page. Documentation can be supplied upon request.

  Business response

  11/09/2023

  Good afternoon,

  Thank you for bringing the customer's concern to our attention. Please be advised we have contacted the customer, and we are continuing our efforts to resolve the issue.
  

  Regards,
  Nikon Customer Support

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of this year, I sent my d810 to Nikon for a front focusing issue. The camera was repaired but returned with a broken view finder, something that had no previous issues. The camera was sent back to Nikon and the view finder was fixed/replaced. However, upon receiving the camera, it once again had a front focusing issue and had to be sent back to Nikon for adjustment. The next time it was returned to me, the focusing mechanism within the view finder would not work properly and so the camera was... sent back to Nikon. Upon the most recent return of the camera, I noticed the date and time has to be reset each time I change the battery; something that has never been required in the past.I've previously requested communication with a supervisor or manager and that work on the camera be done by someone more senior. However, am only permitted to communicate with the same people and because the camera is never repaired properly, the same technicians must be doing the work. Now that the camera has to be returned for a fourth time since the original repair, I've once again asked to speak with someone higher up to ensure the job finally gets completed properly. So far, no reply regarding my request. However, after describing the current battery issue, Nikon has the audacity to ask me to create a video showing how the camera resets after a battery is changed.For the most part, the support people are attentive. I have experienced occasions where they attempt to blame the issue on my operation of a camera. However, their statements lead me to believe they are not experienced photographers who understand camera use.My issue with Nikon is getting the repair(s) done properly without the technicians damaging another part of the camera.

  Business response

  10/10/2023

  Good Morning,

  
  Thank you for bringing the customer's concern to our attention. Please be advised we have contacted the customer, and we are continuing our efforts to resolve the issue.
  

  Regards,
  Nikon Customer Support

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  More time is needed to see if the current issues get resolved.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

  Business response

  10/13/2023

  Good Morning,

  
  Thank you for the update. Please be advised we are continuing our efforts to resolve the issue.

  
  Regards,

  
  Nikon Customer Support

  Customer response

  10/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Having been at this junction many times in the past, I'm waiting to see the result of the service before determining if the complaint has been resolved.

  
  

  
  ** ****
  
  
  
   
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was recently gifted a Nikon camera from a friend that I love. I have been using it, bought straps and accessories for it and it's been great. I wanted to send it in for maintenance because since it was used, i wanted to give it maintenance in order for it to last. On the Nikon Support website, you have to enter the camera/lenses model and serial number and your credit card in order for them to register your camera to repair. I did this on July 24th, 2023. When I saw that I was able to register the camera and lens with no problem, I went ahead and paid $90.22 for shipping to have it shipped to Nikon.It arrived on July 28th, and it took Nikon until August 8th to send me an email saying exactly this: "The serial number of the product is not a *** serial number. If we do not hear back from you within 45 days from the date of this letter, your product will be returned to you as unrepaired."My issue is this, not only did we waste over two weeks worth of time but we wasted $90.22 that Nikon won't reimburse me for since they won't repair the camera that they could've just told me NOT TO SEND once I entered the serial number on the website. Now ********************** is going to charge me to ship it back to me. It's almost a scheme from Nikon in order to secure shipping charges from customers they knew they weren't going to repair their camera anyway. When you're registering the camera, nowhere does it warn you that this could happen. I have screen shots of the website currently where you register that it doesn't show this.I've contacted Nikon, and their support staff was rude and non-empathetic when I attempted to explain the situation. I would like Nikon to either repair the camera or reimburse me for the *** shipping charges ($90.22) and not charge to ship the camera back to me. Service order: #*************** I've uploaded proof of my complaint.

  Business response

  08/14/2023

  Good Afternoon,
  Thank you for bringing the customer's concern to our attention. Please be advised we have contacted the customer, and we are continuing our efforts to resolve the issue.
  Regards,
  Nikon Customer Support

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nikon did contact me but made no attempt to resolve with the conditions to resolution I set forth in my original complaint.  To reitterate my conditions for resolution, I require that Nikon refund me the shipping cost for sending them the camera and waive the return shipping cost OR they charge me full price for the service and complete service on the camera.  The Nikon representative arguments are moot, I registered the serial number on the site in order to ship the product, I was not warned upon entering the serial number that I would be required to submit a purchase receipt.  Upon registering the product, I was recommended by Nikon via their label to use a Carrier such as *** which led to the high cost of shipping.  On the ************ where you register your camera for service, before clicking submit, there is no warning regarding what Nikon calls "Gray Market" products before or near the submit button.  Instead you have to actively search for that on their site in order to find it.  Nikon is actively doing this in order to collect payments for shipping cameras back to consumers.  Their process is flawed and therefore needs correction and my conditions need to be met for resolution.  

  Following my conversation with the representative that contacted me, I've realized that Nikon does not allow for a secondary market for their cameras/lenses and their equipment cannot be gifted.  Unless you have the original receipt, they will not service the equipment.  After speaking to the person that gifted me the camera, they stated that at time of purchase, they were NOT notified by Nikon that they would need to keep their receipt for this camera to be maintenanced and that they could not gift/resell the camera.  The representative stated to me that the only way they will service the camera is if I have the original purchase receipt for a camera that was released almost 6 years ago.  I want to clarify for the record that I am not looking for a free warranty repair but I am registered to pay full price for service on a camera manufactured by Nikon but they refuse to handle the service.  

  My complaint remains published and unresolved.  I am offering Nikon one more opportunity to resolve with the conditions set forth at the current time.  If Nikon does not resolve with conditions required, further action will be taken.  
  

  ***************************
  
  
  
  
   
  

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Attached is a copy of the email they sent me today.  As per my last posting, this camera/lens was released 6+ years ago and the likelihood of finding the receipt is slim to none.  They are in posession of my camera, they see its a Nikon Manufactured camera.  I've already spoken to the person who gifted me the camera, they said it's unlikely they will find it.  I am willing to pay for the service, they just refuse to do so.  If they don't have the parts in order to service the camera and made an error in accepting the camera they should just say so.  I entered the serial number of the camera on the ********************** website in order to sign up to have it serviced, when they receive it they decide to tell me that they cannot service it. 

  Again, like my last post, I either want them to repair my camera and I pay FULL price for the service (I don't want any discounts or anything free) OR they send me my camera back and reimburse me for my shipping charges that I sent to them and back.

  For the record, since they are in posession of my camera and lens, I want to make sure they are aware that I know very well the condition of my camera when I sent it to them and I expect my camera in the same condition when it's returned if not serviced.  I expect that Nikon will not take retaliatory action and will handle my equipment to me professionally.  If my equipment is not in the same condition, I will be pursuing them in small claims court as per their terms and conditions, Section 4, Subsection A.  

   

  
  ***************************
  
  
  
  
   
  

  Business response

  08/24/2023

  Good Afternoon,
  

  Thank you for the updated customers concerns. Please be advised that we are continuing to assist the customer. We will be issuing a refund for the shipping cost as well as shipping back his equipment to him via *** adult signature required.

  We appreciate the follow up information provided to us by the BBB.

  Regards,

  
  Nikon Customer Support,

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩