- Report: #1133775
Complaint Review: Nikon - Melville New York
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Author Not Confirmed
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Nikon
1300 Walt Whitman Road, Melville, NY 11747 Melville, 11747 New York, USA
Phone:
631-547-4200
Web:
www.nikonusa.com
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Nikon Broken Product Not Repaired or Replaced After 4 Months (Purchased New) Melville New York
I purchased a Nikon Spotting Scope in December as a Christmas present. When it arrived we discovered that the lens cap was broken and the protective case does not fit. I immediately contacted Customer Service and filed the request to have this remedied (either repaired, receive replacement part or receive replacement entirely). As of today (3/26/14) Nikon has not done so, despite repeated follow-up communication by me.
Here are further details on the chain of events:12/27/13: Registered broken lens cap issue with Nikon via phone call. Received online confirmation and that answer would be forthcoming.
12/27/13: Sent update stating that online summary wasn't quite correct and provided additional detail.
12/29/13: Sent further update that sleeve was also defective.
02/23/14: No answer from Nikon, therefore checked status online and found the issue had been "Closed" in their system. Sent online update that this matter was not closed and that I wanted an answer immediately.
02/24/14: Received online update that they have ordered replacement parts but that they did not have an delivery date.
03/02/14: Sent response that I do not want them to close this issue until the replacement parts have been received and therefore the issue is truly resolved.
03/03/14: Received online update that the replacement items are backordered and they therefore have no estimated delivery date.
03/24/14: Sent online update that I want this remedied immediately. Since they are selling these products currently they should be able to take the parts from their existing products and not wait for back-ordered replacement parts.
Posted same message on Facebook page.
Posted same message via Facebook message.
(No response)
03/26/14: Called Customer Service and was told I would have to wait for the replacement parts and that they were not able to authorize a full replacement. Tom Barrett would not provide me with a contact name/number of someone who was authorized to do so. Said he would check with parts and get back to me. Then said that he would "request" that Parts got back to me. Then registered a brief response online.
03/26/14: Placed a call to corporate offices and was placed in voicemail of Marie (?)Chernes. Left message with overview, my contact info and case number. Later saw that my online update from 03/24/14 was moved to original case number by Marie C. But no call back yet.
1 Updates & Rebuttals
Christa
Conifer,Colorado,
Issue Resolved
#2Author of original report
Wed, March 26, 2014
After conecting with Crystal and Marie C. at the corporate offices I was able to get a resolution on this. Many thanks to these 2 who were very responsive, professional and conscientious. I appreciate their prompt attention, kind understanding of my frustration and wonderful handling. A replacement lens cover is being sent off today and a new neoprene cover in short order as well, although it seems that the tight fitting of this one is actually as-designed.
