Photography is one of my hobbies (you can see my work at http://www.nattygur.com). Before taking three weeks of vacation to Israel, I bought a new D810 so I could capture the landscape as I traveled across the country. Regretfully, after two weeks of taking pictures the camera stopped working.
Upon returning to the states, I followed the instructions on the Nikon support site and sent my new camera in for repair, which is a pretty normal sequence until now. The twists in the story start when I received my camera back. After eagerly opening the box, I was both disappointed and surprised to find that Nikon had shipped me a D800 camera instead of my D810. Quick observation of the D800 camera revealed that the camera I received actually belonged to the US Navy.
So, with an increasing level of dissatisfaction (and decreasing level of confidence) with Nikon I called their customer support and asked for a new camera, since I did not have a clue who had my camera. The customer service representative that I spoke with told me that to return the camera I had received from them and once they have it, then they will ship me my camera. Undeterred, I made my point for getting a new camera, but the representative simply reiterated Nikon’s official policy. You could hear in her voice that she felt differently, but her voice conveyed the Nikon process.
After several days a supervisor called and assured me that there was nothing else that could be done but me other than my receiving my old camera back. His proposed agility solution was for Nikon to return my old camera and once I received it back, then I could return the US Navy’s camera. At this point I had lost all interest in Nikon or in using Nikon Cameras.
From here my wife took the lead and, upon receiving my D810 she returned the US Navy’s D800. You will understand that when I arrived home from work that evening I was NOT surprised to find that my “repaired” camera was still having the same symptoms that it had when I had sent it to Nikon almost 3 weeks ago. So my better half then called Nikon support, only to hear from the representative the official version, which is that we needed to send the camera back and that and we were not eligible for a new camera. The representative promised her that she will escalate the issue to her manager.
At this point in time they lost me completely. I have gone from happy customer to a most unsatisfied customer. Nonetheless, we shipped the defective camera and this time received a brand new D810. Obviously that didn’t make me a happy customer, it was too late at this point.
Why am I telling you this story? Because I’m sure that if Nikon would have implemented self-management into their Customer Support Team their Customer Support Representatives would have the authority to make decisions to fulfill the roles they fill and would have sent me new camera when I called the first time – keeping a happy customer.