frgregory

<p>So here is the final update to my D600 saga:<br>

In September, after returning my D600 to Nikon three times, I received it in good working order.<br>

That was short lived. In November a large number of spots reappeared. I called the service center and requested to speak to a supervisor, I asked for product replacement again since this is the fourth service call for the same problem. I was told "a new camera would not be possible and my D600 can and will be repaired". Nikon replaced the shutter for the second time, cleaned the camera for the fourth time, and return the camera to me in mid-November. <br>

In February significant spots appeared, making this the fifth problem. I called and escalated yet again. This time Nikon replaced the D600 with a D610.<br>

I also opened a complaint against Nikon with the New York State Consumer Protection Agency and the New York Better Business Bureau, and upload the complaints to the Nikon Service center website. Did that help get a replacement or did Nikon just finally decide to do the right thing for a customer? <br>

Call me a skeptic, but I wonder if Nikon knows the lawyers are circling, and that is the reason for replacing cameras now. At least two law firms are currently collecting information and potential clients for a class action against Nikon. (Morgan & Morgan and Lieff Cabraser Heimann & Bernstein). I have a friend who is an attorney and has defended companies in class action law suits; he told me the law firm that can certify a class in the D600 defect may well collect 7 figures in legal fees in addition to whatever they recover for D600 owners. That is much better incentive for Nikon than customer satisfaction. <br>

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<p>Update to my D600 saga: I received my D600 back today after the third visit to the Nikon service center, I'm pleased to say that my camera is as good as new!<br>

So to recap, I experienced massive spots after six weeks and about 3,000 clicks on a new D600. The first time the body was sent in for warranty service the shutter mechanism was replaced, and the camera was cleaned. When it was returned to me there were still about a dozen spots visible on the sensor/low-pass filter. I called Nikon and sent it to them a second time, and when I received it back it was no different then when I sent it in. The service order indicated that they cleaned it a second time - though now I wonder if that is true. After having my camera returned to me twice with significant spots present, I asked to speak with a supervisor and I asked for a product replacement.<br>

I was issued a THIRD return authorization for the same problem. Last week the senior custom service manager called me and promised the camera would be looked at by "a Japanese tech" and the problem would be resolved. She was insistent that I was experiencing an environmental issue, for which they do not issue product replacements, and the camera would be satisfactory when returned, which it is.<br>

My observations: Nikon is hurting their reputation in this VERY competitive market by sticking with the environmental dust story. Clearly, you do not replace a shutter mechanism (at great expense) for environmental dust. The source of the problem, be it oil, lubricant, or some other material, is hard to remove. The self-cleaning function of the camera does nothing to help this issue. To those who have proposed that we should accept that DSLR owners should accept that cleaning the sensor is part of ownership, I say the pros at Nikon had a hard time cleaning mine of whatever this is; what are the chances that an untrained consumer could successfully master this? <br>

Having said this, I love this camera. The D600 is a GREAT design and concept! The execution and manufacture is the issue. I was thinking about what would happen if my camera was not successfully cleaned. I looked at the Canon 6D and was not pleased with how it measured up to the specs of my D600, and the thought of changing all of my gear, six lenses and two speed lights, to Canon was not appealing.<br>

If anyone at Nikon is listening: we love your cameras and lenses; we have been loyal customers. It's not the "crime", it's the cover-up that brings people (and companies) down. We already know there is problem. Do the right thing. Take care of the people who have spent their hard earned money on your products. Most of us have spent this money for a hobby we love, and we are loyal to YOUR brand. We are not pros, and we don't have a lot of leverage, we're just the men and women who buy your stuff and keep you in business. We would like you to care about us as much as we care about cameras, lens, speed lights and our passion for this art.</p>

 

<p>I have an update: yesterday a senior manager for customer service <strong>called me</strong> and apologized that my case had not been properly escalated. She told me that she would would have a Japanese Technician look at my camera. When I asked for a product replacement, she told me that since it is in for dust, it is environmental, and they don't replace products for that. Since I was thrilled just to have her attention, I did not argue the point, and decided to wait to hear what Japanese tech finds. Having said that, Nikon replaced the shutter mechanism - which can't be cheap - which is clearly a defect in workmanship, not environmental. My concern is that the spots that remain on my camera after 2 cleaning are actually damage to the low-pass filter from the "dust"/oil/lubricant from the shutter mechanism. The user manual stresses that the low-pass filter is "delicate and easily damaged"<br>

So dust is their story and they are sticking with it. Thank you Shun Cheung, a day after your email I received this call, perhaps unrelated, but it is nice to finally receive some response for a defective product that costs $2k. </p>

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<p>Don and everyone else,<br>

No offense intended with the "older" reference in my post. At 56 years old and a card carrying AARP member, I consider myself to be "older" My point was sometimes people become unaware of how things have changed and they cannot control the narrative because of the power of the internet. I wrote that because it seems odd to me that a leading edge company like Nikon would allow their reputation to take such a beating over an issue like this. They can suppress the reviews on NikonUSA.com, but take a look at the reviews on Amazon, B&H, Adoroma, Abes of Maine, DPReview.com and, of course here. The cat is out of the bag! The Nikon response of ignoring it makes me wonder if they even know what is happening on-line.<br /><br />I agree about bringing back the F-series team to handle this!</p>

<p>Greg</p>

<p>Shun Cheung, any help you could provide bring this to Nikon's attention would be very appreciated. <br /><br />By the way your portfolio is stunning!<br /><br />Best,<br />Greg</p>

<p>My D600 Story: Purchased D600 with kit lens in May 2013, after 3 weeks spots appeared, after 4 weeks spots were massive. Like so many others, I sent the body to Nikon and received it back 3 weeks later with a new shutter mech and a cleaning. Out of the box, it still had spots, not as many as before, but definitely still there. Back to nikon for a second time, the D600 is returned after a week and half. All they did was repeat the cleaning. Again out of the box - SPOTS ARE STILL THERE! I call Nikon and ask for a supervisor and I ask for a product replacement. She tells me the camera needs to be evaluated, so back it goes a third time. The camera arrived at the service center yesterday and I am waiting to hear from them. <br>

My prior experience tells me not to hold my breath waiting for them to contact me. In the past, when I was promised someone would contact me they never did. Under no circumstances will they give you a direct number with an extension, or even and email address where a single person will help you solve the problem, or even know what the status of your repair is. Dealing with Nikon on this has been the worst customer service experience I have ever had.<br>

I have been a Nikon user since 1991 with a N4004. Since then I have owned a 990, D90, D7000, and now a D600. I wonder if anyone in upper management at Nikon realizes how much chatter there is online about this problem and about how bad their customer service is? Is the person incharge of this product line "older" and out of touch with the power of Social Media and the ability of customers to tell their story? Does Nikon realize - or even care - that they are ruining their reputation?<br>

One last thing - go ahead and try to add a negative review to the NikonUSA site for this product. It will not get through. I have tried three times and received a rejection. I have carefully read the guidelines and my review is well within them - I wrote about my experience with the product and added one photo that shows the problem. </p>

<p>I would not recommend this product to anyone, and I will be very reluctant to buy a nikon anything in the future.<br>

Greg</p>

<p>My D600 nightmare: I bought a D600 in May of this year (2013), and after three weeks a few spots appeared. I was on vacation so I continued to use the camera. After four weeks a MASSIVE number of spots appeared and I sent it in to Nikon's New York repair facility. Two weeks later I received the camera back, they had replaced the shutter mechanism and cleaned the low pass filter. I took the camera outside to take some blue sky test shots which revealed about ten dark spots still on the sensor. I called Nikon and complained about it. I sent it back with a letter asking for a product replacement or at the very least a sensor/lowpass filter replacement. Yesterday I received the D600 back from Nikon and the workorder shows all they did was re-clean the already cleaned sensor. Test shots show the exact same spots present as when they received it for the second time. <br>

On the phone again today with a manager asking for a product replacement. She told me they have to evaluate the camera first, so back to Nikon A THIRD TIME! How ridiculous is it that an untrained consumer can see a serious problem in 5 minutes, and Nikon's service center has now twice sent out a camera with a damaged sensor.</p>

<p>One more thing: HEY NIKON - can we end the fantasy that the problem is dust? From the owner's manual: "Note, however, that the filter is extremely delicate and easily damaged." And apparently it is damaged when lubricant from the shutter mechanism hit it.</p>