Robyn's Travels

Lost my patience with Nikon and my D7000

So, continuing from last time, I got my Nikon D7000 back on Thursday, May 12. The next day, I test my camera and instantly an oil spot appears.  So much for my camera being “fixed” again.  I had Ben do a wet sensor cleaning to remove the spot.  And yet today, when I was taking photos of my crazy cats, three new oil spots surfaced.   Let’s just say I’m beyond fed up.

I called Nikon Support on Friday, May 13 to complain about the lack of repair and to finally get my question answered: “What is causing the oils to appear on the sensor?” Apparently no one at Nikon can answer this supposedly simple question.  

The customer service rep said that if I sent out the camera again, it would be reviewed by a manager for replacement.  I told her that I was promised that the last time and it was ignored, with only a sensor and shutter curtain blade cleaning done. Even better, I didn’t receive my UPS shipping labels since that phone call on Friday.  Fast forward to today.  I call Nikon Support AGAIN, to complain that I didn’t get my labels and that I had no trust in this situation anymore.  The customer service rep I got this time seemed helpless and probably regretted getting me on the phone.  He promised that a supervisor would get back to me within 24 hours.

Then Ben, sensing my frustration and disgust, called Nikon Support to reiterate everything that has occurred with this camera, the customer service department, and the service technicians in NY.  He demanded that I be sent a replacement by Wednesday to remedy the fact that I am without a working camera for my class and trip.  So supposedly the service rep is working with a manager to see if that can be done.  I am expecting contact by noon about the situation.

The reason I am documenting this is to show how painful it has been to resolve this issue with Nikon.  I have been a loyal customer and have not had any problems with their products up until now.  And honestly, I am having more of a problem with their customer service and the service technicians than the actual camera. I work in a field where customer service is vital and keeping promises with your customers is most important, without taking them for granted.

All I am asking for at this point is a replacement camera.  I will not settle for anything less.

My letter to Nikon Service Repair regarding my D7000

May 4, 2011

To Nikon Product Repair:

This letter is in regard to my dissatisfaction of my Nikon D7000 camera body and the servicing of it.  I purchased this camera on January 11, 2011 as an upgrade to my Nikon D70.  Both my husband and I have owned Nikon cameras over the last 5 years and are loyal customers.

On April 3rd, I noticed multiple ring-like spots on my photos. These spots were unlike the typical dust spots that I am accustomed to.  Doing some online research,  I determined that they were oil spots from lubricant of the shutter/mirror mechanism.  Cleaning with a blower and using the built-in “clean image sensor” did not solve the problem.

I brought my camera to Sanford Camera Repair, who is listed as a Nikon factory authorized warranty service location in Massachusetts.  I explained the problem and gave photo examples displaying where the spots were located.  The company did a sensor cleaning, charged me $68, and brushed off the issue as dust spots, despite my explanation and experience with Nikon DSLR cameras.

The second occurrence took place on April 22nd.   Multiple oil droplets appeared again, mostly along the right-hand side if you hold the camera normally. However, 16 spots could be seen in the photos.  The same lens was used on the camera during these occurrences, eliminating the possibility of dust getting into the camera from lens swapping.  The spots occur with apertures of f/8 and higher.  Two different lenses were used during these occurrences: a Nikon 35mm f/1.8G and a Tamron 90mm f/2.8 lens.

Examples were posted to Nikon’s service site and I spoke with Gabriel (Rafael), who ensured me that that the camera would be given top rush priority, and would be fixed. I had to pay for shipping out of pocket, and I had to argue forcefully that this repair was definitely covered under warranty.

Although the camera was “serviced” in a promptly manner, I received the camera back on May 2 with an invoice that only a sensor cleaning and general check was done.  I was not pleased with this and emailed Nikon customer service for an explanation on what was actually “repaired or fixed” with my camera.  At this point, I still do not have an explanation of why the camera is developing spots or how it can be fixed.

This leads me to today, May 4, two days after receiving my camera back from Nikon repair , During my photography course, using the same lens without switching, at least 3 major ring-like spots appeared in my photos, along the right hand side if the camera is held horizontally.  I was extremely upset and angry because obviously the camera was not fixed and all my efforts were in vain.  

I uploaded today’s photos that display the spots to the Nikon website and spoke to Manny in customer service, who was very sympathetic to my continuing situation.  I explained to him that oil-like ring spots on my sensor occurring THREE times within ONE month after being brought for service twice is unacceptable.  I have invested a lot of money into this camera, along with the cost of sensor cleaning and shipment to Nikon for this “repair.”  I have been greatly inconvenienced by the flaw of this camera and the supposed repair job by Nikon to fix this problem. I have yet to be told me what the problem is and how it should have been fixed. Again, this is unacceptable from such a reputable company.

As a result, I am demanding a replacement D7000 body.  I have lost patience, time and money with these ring-like spots ruining my photos and resultantly being without a camera during my photography class and professional work over the last couple of weeks.  

In addition, I need my D7000 replaced no later than Friday, May 13.  One of the main reasons I purchased this camera is for my trip this month to Northern Europe.  I do not have a backup camera, so I need this camera functional and in my possession for both my photography course AND my trip.  A rush delivery is required.

The reference number listing all the communication and photos documenting this problem is #xxxxxx-xxxxxx.  Manny has assured me that this problem will finally be resolved in my favor and I sincerely hope that he is right.  Included in the package are the following:

• Nikon D7000 camera body with body cap

• Proof of purchase for the camera

• Receipt of initial cleaning by Sanford Camera Repair

• Packing list of second spot occurrence

• Service order, and

• Invoice repair.

Should you have any questions, please let me know.  I hope that this problem can finally be resolved and that I can move on to enjoying my D7000.

Sincerely,

Robyn Alman

The Nikon D7000 repair job - No good.

Apparently my camera is not fixed.  During my photography class this evening, the oil ring-like spots REAPPEARED.  Totally unacceptable, since I just got it back on Monday!  I emailed photo examples, spoke to customer service and explained how upset and angry I am.  I am now shipping it back for a replacement body, since this current body apparently cannot be fixed.  I am going to post to my blog my letter to Nikon explaining my issue and my disappointment. Hopefully this is the last time I encounter any problems with this camera… will keep you posted!

Camera in the shop!

The Nikon Service Repair Center is now in possession of my Nikon D7000 camera, as of this morning. I received the acknowledgement form saying that the repair will be under warranty and not cost me anything. At least that is a relief. Now I try to wait patiently for the camera to be fixed… fingers crossed!

Shipping off to Melville, NY…

My camera, anyway.  Today, I shipped my Nikon D7000 camera body to Melville, NY, where one of the Nikon Service Repair Centers is located.  It should arrive there by Wednesday and hopefully within 1.5 weeks time, the technicians will determine and fix the oil spot problem and return my camera to me prior to my next vacation.  

Keeping my fingers crossed…

The continuing saga of my Nikon D7000 oil spot issue

I purchased my Nikon D7000 on 1/11/11 as an upgrade from my used D70.  I have had two occurrences within the last month where oil droplets have appeared on my sensor and therefore, my photos.  After the first time (4/3/11), my camera had a sensor cleaning by a local camera repair shop and the problem was brushed off as dust spots. I was displeased with this response, since I explained to the gentleman that these are not dust spots and given evidence of what most likely took place.  I was sadly able to reproduce the oil spots while taking photos today (4/22/11).  These spots have occurred with two different lenses (Nikkor 35mm f/1.8 and Tamron 90mm f/2.8) without swapping lenses at each time of occurrence.  Apertures of the affected photos typically occurred at f/8.  

Examples of this oil droplet issue with the Nikon D7000 can be found here: 

http://www.flickr.com/photos/robynalman/sets/72157626570186156/

Forum discussions regarding this issue can be found here:

http://www.flickr.com/groups/d7000-club/discuss/72157625681752931/

http://www.flickr.com/groups/d7000-club/discuss/72157625825719438/

http://forums.dpreview.com/forums/readflat.asp?forum=1034&message=38016672

Ben helped contact the Nikon Product Repair hotline and thru email and phone call, was able to explain the situation and display the spots on my photos.  My next step is to ship the camera body to NY so that Nikon can fix this as a rush priority, since I need this camera for my photography workshop AND my trip to Europe.  I sincerely hope that everything is resolved in a timely and satisfactory manner so that I do not encounter this again. I will document my progress regarding this matter.