You wrote (on a new thread
http://www.birdforum.net/showthread.php?t=288555) that you received the SE eyecups:
Hi,
Just a FYI to SE owners...
I am not sure who you guys have been talking to at Nikon that claim that Nikon
no longer provides replacement SE eye cups to customers and you have to send
your binoculars in for repair, but this morning I just received my replacement
SE 10 x 42 eye cups from Nikon from UPS, free of charge.
All I did was call the Nikon Sports Optics Customer Service number and it was
painless, no questions asked! Maybe you guys are calling the Nike Parts phone number?? You need to call the Customer Service phone number!
Given your experience, I gave it another try. I called Nikon and this time spoke to Martin R. He told me that the bins would have to be sent in, but after I gave him the details of your experience with Timothy W (who he knows), he thought perhaps he and David P (who he also knows) might be mistaken and that the SE might be one of few exceptions to the current policy of having to return the bin for a simple eyecup replacement. So he went ahead and put in a request to the parts department. However, just a couple minutes after getting off the phone with him, I received an e-mail from another person, informing me that the order would not be fulfilled and that I would have to send the bins in for service.
So it seems you lucked out, your treatment was anomalous, and Nikon is not willing to bend on this, even after referencing your experience. Probably everyone in customer service is now aware of this event (I hope Timothy W hasn't been punished) and at the morning meeting the office supervisor makes the staff chant "no eyecups!" three times before they start work at the phone banks.
--AP
P.S. Here are the e-mails I received in reference to my phone-calls:
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Response Via Email (Steve M.) 08/08/2014 12:48 PM
Dear Mr. Powell,
The Sports Optics Department have informed me that your product would have to come in for service in order to for the eyecup to be replaced as these are not accessories that can be sent out to customers. Please see the below link on how to do so and keep in mind that all Sports Optics products should be sent to our Los Angeles, California office.
http://support.nikonusa.com/app/answers/detail/a_id/336
Regards,
Steve
Nikon Inc.
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Response Via Email (Martin R.) 08/08/2014 12:46 PM
Dear Mr. Powell:
Thank you for calling Nikon. Today I escalated your request for replacement eyecups to our Parts Department for fulfillment. If needed, they will contact you by email.
Sincerely,
Martin
Nikon Support
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Response Via Email (David P.) 07/31/2014 01:51 PM
Dear Mr. Powell,
Thank you for contacting Nikon Support.
I would be happy to help you with the eyecup problem that you are experiencing with your 8x32 Premier SE binoculars. As we discussed over the phone, the binoculars will need to be sent in for Service. Below, I have posted the necessary information to do such.
Answer Title: How do I get my Nikon product repaired?
To send it to Nikon for service, please fill out this form:
http://form.nikonimagesvcapprove.com/. When you click the "Print & Submit" button at the bottom of the form, it will print our mailing address for service, along with two copies of the form itself. Include one copy with the product, and keep the other copy for your records. When you are selecting your product on this form you will find it listed under the "SRO" category, which stands for "Sports and Recreational Optics".
Remove all accessories unless they are part of the problems you are having. We suggest shipping with a method that provides a tracking number. Our average repair time once approved is 7-10 business days provided that all necessary parts are available.
Please send your unit to:
Nikon Inc.
Sport Optics Service
6420 Wilshire Boulevard
Suite 100
Los Angeles, California 90048-5501
There is no need to call in advance for any approval or authorization; simply send the product in for evaluation with no accessories, unless they are part of the issue. Once your product is logged into the Service Center's system you will be sent confirmation of receipt both via USPS mail and email.
Please click the "Update my question" link on the email to respond.
For any other questions please contact us via email or at 1-800-645-6687.
Sincerely,
David P.
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