What can I do next?

Ialwaysgetdone

I bought a Nikon D5000 camera and lens for £788 from Jessops at the end of July. I did not know at the time but there was a known fault with them and many had been recalled worldwide well before then.

Around 6 weeks later I received an email from Nikon UK telling me that unfortunately my camera was one of those that required returning for preventative repairs to be made and to return it at my earliest convenience. My camera was working perfectly I must point out.

I phoned Nikon UK (an unbelievably tedious process to get to speak to an English speaking human) and was advised that 4 weeks maximum wait was estimated but more likely 2 weeks as priority was being given to the D5000 recalls.

I then contacted the nearest Nikon authorised repairer who assured me it would be done in 2 weeks so I sent it to them (at my own expense) so that I'd have it back in plenty time for my holiday.

Seven weeks and a cancelled holiday later I am still waiting for the return of my camera, the repairer claims they are waiting for a part. I had asked for my camera to be returned seeing as it was in perfect working order so that I could take it on holiday and was told this wasn't possible as it had been taken apart while waiting for the part :mad:

There is no online email contact for Nikon customer service, only customer support which is really Tech Support, so I emailed my complaint to them and was told to write to Nikon customer Service by letter which I did.

It is three and a half weeks since I wrote to them, well before the postal strike, giving all my contact details including phone and email and I have had no reply and am not expecting to get one now.

My complaints to them were, firstly I should not have been sold the camera when there was a known fault with them. Secondly, why did they take 6 weeks to tell me, if it had been done in 30 days I would have taken it back for a refund. Thirdly, why tell me to send it in when there were no parts available and finally were they going to compensate me.

There is also the matter of the warranty, while my camera is gone my warranty is running down. When or if I get my camera back it will be a refurbished one. To cap it all, the same camera is on sale now for £529 + a £50 cashback offer making it only £479 which is £310 less than I paid yet I haven't had the use of it :mad:

I am lost as to what to do next. Any advice welcome

custardy

thats a pain!
i dont trhink its unreasonable to expect an extension to your warrenty for sure
given the delay and you incurring costs to send the camera i would expect a company the size of Nikon to offer some form of compensation
hopefully they will offer

sco0ter

Ialwaysgetdone wrote: »

My complaints to them were, firstly I should not have been sold the camera when there was a known fault with them. Secondly, why did they take 6 weeks to tell me, if it had been done in 30 days I would have taken it back for a refund. Thirdly, why tell me to send it in when there were no parts available and finally were they going to compensate me.

There is also the matter of the warranty, while my camera is gone my warranty is running down. When or if I get my camera back it will be a refurbished one. To cap it all, the same camera is on sale now for £529 + a £50 cashback offer making it only £479 which is £310 less than I paid yet I haven't had the use of it :mad:

I am lost as to what to do next. Any advice welcome

1.NIKON did not sell you the camera JESSOPS did so you should maybe take up the first part with them.

2. Maybe it took 6 weeks for them to tell you because of the time it took you to register the camera and the paperwork to go through.

3. Maybe there were parts there but a load of cameras came in before you (if the fault was just discovered then I assume all of the affected owners would have been notified around the same time)

4. when you get your camera back it will be your "repaired" one not a refurbished one.

5. Dont these come with a 2 year warranty anyway???

and as for compansation.. would you rather they didnt recall and 1 week after the warranty is up the part fails and you are left with a nice expensive doorstop??? As for price drop.... Not thier fault.

And maybe this statement would explain a few things as well.


Nikon would like to confirm that it has contacted a small number of D5000 customers within Europe that have previously sent their cameras in for repair following the recent Service Notice, asking them to re-send their cameras in to their local service centre for further repair work. Subsequent to the publishing of the Service Notice and the adoption of the preventative maintenance, an additional and enhanced procedure was developed. A small number of D5000 cameras in Europe were not initially treated with this enhanced procedure so we are asking customers to return them to us for a short time. The process of repairing affected D5000s is being handled in a fast and efficient manner and we are committed to maintaining this level of service so that the issue is fully resolved within the near future.
In addition, Nikon recommends that all D5000 customers check the updated list of “Affected Product Serial Numbers”, further to the following Service Notice as additional product serial numbers have been added.

So think yourself lucky you are not one of those ones who have already sent thier camera in but have to do it again

Ialwaysgetdone

:rolleyes: Sorry, yes it's all my fault

1.NIKON did not sell you the camera JESSOPS did so you should maybe take up the first part with them. That is true but Nikon convinced me not to take it back to the shop and to send it in to be repaired. Also Nikon did not order Jessops (or anyone else) to take them off the shelves as it were.

2. Maybe it took 6 weeks for them to tell you because of the time it took you to register the camera and the paperwork to go through. Registered onine on day of purchase and bumph received within 2 weeks.

3. Maybe there were parts there but a load of cameras came in before you (if the fault was just discovered then I assume all of the affected owners would have been notified around the same time) I doubt it as I phoned them and posted the camera on the same day and they had it by 11.15am the following day and had told me it would take 2 weeks.

4. when you get your camera back it will be your "repaired" one not a refurbished one. If you say so... but I would have thought to repair something it would have to be broken in the first place.

5. Dont these come with a 2 year warranty anyway??? Yes, and your point is?

and as for compansation.. would you rather they didnt recall and 1 week after the warranty is up the part fails and you are left with a nice expensive doorstop??? YES!!! and I told them that. I said that a 3 year warranty extension for that particular problem would have been much better.
As for price drop.... Not thier fault. I didn't say it was their fault.

So think yourself lucky you are not one of those ones who have already sent thier camera in but have to do it again Wow yes I'm really lucky.

I just love a smartass reply

Lip_Stick

Hmmm.. can't you say when you bought it, it wasn't fit for purpose as nikon have admitted that it had a fault from the start? When you purchase goods they should be free from defects, especially with a camera at that price.

Not sure though what you can do now that Nikon actually have it though, sorry.

superscaper

Lip_Stick wrote: »

Hmmm.. can't you say when you bought it, it wasn't fit for purpose as nikon have admitted that it had a fault from the start? When you purchase goods they should be free from defects, especially with a camera at that price.

Not sure though what you can do now that Nikon actually have it though, sorry.

Even that would require you to have the original camera because Jessops would have a right to demand that beck before a refund/repair/replacement. Since the OP has decided to use Nikon rather than the retailer that's the path they need to stick to and that's who they should start sending registered mail to with specific deadlines.

Then it's either a case of taking Nikon to small claims for the cost of the camera or (more conveninently) if possible demand the money back from credit card company using the credit consumer act (hopefully the OP used a credit card on such a large purchase).

Ialwaysgetdone

superscaper wrote: »

Even that would require you to have the original camera because Jessops would have a right to demand that beck before a refund/repair/replacement. Since the OP has decided to use Nikon rather than the retailer that's the path they need to stick to and that's who they should start sending registered mail to with specific deadlines.

Then it's either a case of taking Nikon to small claims for the cost of the camera or (more conveninently) if possible demand the money back from credit card company using the credit consumer act (hopefully the OP used a credit card on such a large purchase).

I did use a credit card at what point would I be able to make any claim from the credit card co, a lot futher down the line?

Should my next step be to send a registered letter with a copy of my original letter in it as well, allowing them the benefit of the doubt of maybe not having received the original? And ask for a replacement camera, would that be reasonable?

I had a holiday planned specifically to take photos in the Highlands although the accommodation was free (relatives) we still lost out because I still had to take the weeks holiday from work as I waited right up to the last day before going in the hope it would arrive. They are unlikely to believe any of that I suppose. The point about that was though that I was assured it would be ready in 2 weeks so I put my holiday dates in for 4 weeks ahead