Nikon senior management refuse to answer - Part 2 of 2

Discussion in 'Nikon' started by western_isles, Jun 15, 2011.

  1. Some time ago I posted an item on Nikon UK not answering customer complaints and the response was, to say the least, suprising for a number of reasons.
    1. Some respondants thought that I expected a member of the senior management of Nikon to turn up on my doorstep and fix a computer. In fact the two PC’s I have, notebook and desktop, have been, and continue to hum along very nicely.
    2. Other respondants seem to think that it ok for a company to provide inferior products and services and that we should say nothing and get on with our lives minus our hard earned cash we have given to the said companies.
    3. A minority thought that I was right to complain and wished me luck.
    The outcome........
    I have received a letter of apology from Nikon Europe and an email from Nikon UK basically reinterating the contents of the letter. I accept the apology from Nikon and will be writing to them to confirm this.
    Presumably someone in Tokyo instructed someone in Europe to contact me and do something. This, I think I can say, restores the honour of Nikon Corporation as far as I am concerned.
    I have also had the experience of a customer complaining and my policy has always been to get on with sorting the problem out if that was at all possible. Invariably it meant holding on to the customer even if it did take time and effort. I will continue to be a customer of Nikon as a result.
    To those in group 1. and 2. I think that the response from Nikon speaks for itself.
    To those in group 3. thank you for your support.
     
  2. ShunCheung

    ShunCheung Administrator

  3. Frank: Is it safe to say that none of that has actually involved the issues with your computer's configuration, and NX2's stability when running on that particular platform? Or did they actually help you out with your computer?
     
  4. Whenever I see software instability, my first question is: What operating system? If the answer is Windows (or any Microsoft product for that matter), we now have our prime suspect. There are untold billions spent finger pointing, reloading versions, hours for tech support, and blaming hardware, that flow from Redmond. What a waste. Sadly, we are stuck with it.
     
  5. As has been already asked:
    Has your original issue been resolved?

    RS
     
  6. As has been already asked: Has your original issue been resolved?​
    I doubt it has.... But Nikon have given Frank a hug so it all ended well.

     
  7. Good for you. I guess the next time my iPad freezes, I will demand a personally apology from Steve Jobs for publishing an "inferior" product.
     
  8. An apology is nice and all but I know my employers will probably fire me if instead of results I was giving them apologies. I'm not that lucky.
    Still, I hope your problem was fixed also.
     
  9. What operating system? If the answer is Windows (or any Microsoft product for that matter), we now have our prime suspect.​
    Absolutely true.
    The world standard of instability.
    - Leigh
     
  10. And this thread has what to do with Mac or Windows?
    I can tell you that I have had as much trouble with Macs as with Windows. And I myself have seen ZERO stability issues with NX2 on Windows
     
  11. pge

    pge

    I bet this isn't the first time Frank didn't get the reaction he expected.
     
  12. Nice one Frank, more people should really complain about products that don't work as they should.
     
  13. congratulations! the question however: was the problem resolved? or was the problem that lack of an apology - in which case, it has been resolved :)
     
  14. My Capture NX2 most update version freezes and also does not like the 500MB+ scans. It does have some gltches, but is awesome when it works.
     
  15. Still no answer if Frank's original issue was resolved, Sooooo....
    I stand by my post in part one of this conversation that Nikon senior management should not be bothered by technical issues that are best handled by the tech support staff and NIK software support. After all, Capture NX2 is a produce of NIK Software, not Nikon, (even though it is a Nikon branded product).
    YAY! you got your apology from Nikon UK...more than you really deserve.
    RS
     
  16. If the software was truly 'bad', wouldn't every user be complaining? Windows is a difficult OS. Giving Nikon the benefit of the doubt, if in fact Windows is the problem, why should Nikon be responsible?
     
  17. I've only had Windows OS-related glitches twice in the last few years. In both cases it was because I had purchased an inferior product attempting to save money (one was a USB direct box for recording audio, and other was a FireWire card), and they both stopped working properly (or at all, in the case of the card)once I downloaded the most recent service pack. I know that this is a hardware issue, as I had other products that also stopped working, but those products had updated drivers that I could install.
    Since the companies that made the cheaper products didn't bother to make new drivers, "Windows" made them stop working.
    I've used Windows machines for work for ten years (and for games and screwing around much longer), and those two issues are the only ones I've ever had. And this is on HP machines - nothing expensive like a Vaio either.
    Then again, I always use Norton (now AVG), and I don't use LimeWire, FrostWire, BitTorrent, or any of the other things kids are using to clog up their system these days.
     
  18. Andre Noble , Jun 15, 2011; 10:38 p.m.
    My Capture NX2 most update version freezes and also does not like the 500MB+ scans. It does have some gltches, but is awesome when it works.​
    Oh, but I've never tried to do that. CS4 on my Windows machine (two years old, but some minor upgrades) can run 1.5 gig files though. It just takes a couple minutes to save them, especially if they are 1.5 gigs due to layers, and not a single massive image.
     
  19. Dan Brown [​IMG], Jun 15, 2011; 01:26 p.m.
    Whenever I see software instability, my first question is: What operating system? If the answer is Windows (or any Microsoft product for that matter), we now have our prime suspect. There are untold billions spent finger pointing, reloading versions, hours for tech support, and blaming hardware, that flow from Redmond. What a waste. Sadly, we are stuck with it.​
    Odd....I don't have any problems with my 2 windows workstations. Never crashed. Never froze. Haven't for many years. Can't say the same about our Mac. So please, spare us the anti-Windows rants. They get tired.
     
  20. Not quite sure what your point is, Frank. If it makes you feel good that you "showed us" or got your apology from Nikon, then great. It's not the sort of good feeling that will last long. It'll have to be fed by something else. Other than that, I'm not sure anyone on the forum is really benefitted by this post.
     
  21. Nice one Frank, more people should really complain about products that don't work as they should.​
    Amen to that. And more people should congratulate rather than disparage the customer who does actually complain and persist until he/she gets an appropriate response from the manufacturer of a product with flaky performance. It's the buyers who suck it up and "go on with their lives" that encourage producers & vendors to minimize their product testing, helpfulness of troubleshooting FAQs and responsiveness of customer service.
     
  22. Amen to that. And more people should congratulate rather than disparage the customer who does actually complain and persist until he/she gets an appropriate response from the manufacturer of a product with flaky performance.​
    But it's an apology the proper response? How's that going to help when the software misbehaves again?
    We know Frank got a response, but we're not sure yet his problem was solved.
     
  23. At the very least Emilio, Nikon is admitting that the software may have a problem. This might not solve anything, but any AA member can tell you that it's the first step.
     
  24. Well, if Nikon Capture works in a similar fashion as Nikon Scan does for me, I understand exactly why Frank would doggedly pursue this issue.
    I'm glad he has the time to do so, while I just keep adjusting to the whims of Nikon's scanning software when I should actually have taken the approach that Frank did, back when it would have made more sense to complain. (I've been using it since 2002.) It could work much better than it does without much more effort if they would have maintained it properly.
    More people should complain about the failures, and applaud the successes of these corporate decisions. We might find that approach benefits all of us in the long run.
     
  25. Good Job Frank! Maybe when the bugs are ironed out and Capture NX3 is released I'll be able to edit my 100MB scans without NX3 crashing.
     
  26. Capture has always been buggy software, a memory hog and very crash prone. In fact I've never encountered another piece of software by a known manufacturer that is so unstable. It's not a Windows problem per se since Mac users report instability as well and others such as Adobe are able to write perfectly stable software that runs on Winodws. Whatever minimal testing that Nikon carries out is extremely inadequate for a commercial software. That said, on Windows 7 and 64 bit systems it runs quite smoothly ... still the occasional crash, stall, etc. but much better than on XP. On Vista I don't know since that operating system basically destroyed itself in my laptop. 7 and XP are basically good operating systems, on which most things work very well. If Nikon only tests Capture on Windows 7 and massive RAM they should state so in the specifications.
    I use Capture NX2 daily because of its (IMHO) superior algorithms (image quality). Adobe's RAW converters leave me cold, feeling the images lack balance. Adobe's user interfaces and general stability are vastly superior though, so I use them for every step after raw conversion.
     
  27. You know, I'm a bit of a newbie to all of this ... went back and re-read all of 'part 1 of 2', and all of 'part 2 of 2' ... to me it has been a most worthwhile and illustrative discussion (don't know where I fall in the 'rule-of-thirds'), BUT ...
    Letters of apology ... grins abound ... much satisfaction. Great News.
    Are the glitches gone and do all your systems run better as a result?
    Oh, and if so, why?
     
  28. "And this thread has what to do with Mac or Windows?
    I can tell you that I have had as much trouble with Macs as with Windows."
    Well said, Michael. 99% of computer problems are user error. If there's more problems (in numbers, not percentage of installed base necessarilly) with Windows that's mostly because the installed base if far, far larger. And of course the average Windows user is less technically adept than the average Mac or Linux user (though that's changing) and thus more likely to do things that lead to instability.
    He's also far more likely to blame the operating system for his problems rather than his own actions or an external device, driver, or piece of software that's the real cause.
    I've had computers fail catastrophically (and I mean a dead machine that was beyond repair) for various reasons, the only time that was caused by the operating system (and that indirectly) was when Windows update got interrupted during a major power outage, leaving the system with a half-installed service pack, which of course is a state in which it may not even boot. The same thing would have prevented a Mac or Linux machine from booting as well most likely.
    In all other instances it was either hardware failure or a failing 3rd party device driver or other piece of software messing up the operating system that caused (usually correctable) problems.
     
  29. That's a good point Jeroen. I think a lot of the Mac/Windows discusson is taken out of context. For instance, every time someone tells me that I should be running a Mac because they're less prone to viruses, I remind them that if your goal was to infect as many machines as possible, you would be an idiot to design your virus to hit Macs.
    And by the same token, a lot of the dumb stuff that clogs your system doesn't even run on Mac. I think your average Windows user (probably because there are more of them) is simply more likely to gum up their machine.
    You make an excellent point about Linux. For stability reasons, most of the tech guys I know run Linux with a Mac or Windows mirroring program that lets them run non-Linux programs. And since most of those guys are building their own machines anyway, they're not required to pick an OS that is 'bundled' with the hardware configuration they want.
     
  30. A final update on this issue. I have now switched to Photoshop CS5 as my main editor as it is reliable and does not crash frequently. Nikon were decent enough to apologise but they have not offered any solutions to the problems I, and a great many other photographers, experienced. Moreover, another forum member has since posted a request for help with Capture NX2 see Mauro Caroti , Jun 26, 2011; 06:17 a.m.
    Nikon gear, apart from Capture, is great and I enjoy using it but they need to do something about their customer relations or they will lose out to the other well known and established brands in a very competative marketplace.
    To those who made helpful suggestons and offered their support please accept my thanks.
     

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