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Message: <blockquote data-quote="stephen b" data-source="post: 2605678" data-attributes="member: 80110">My Nikon repair experience Part 2 This may be long and boring to most- but I will continue to recount my repair and resolution of that from Nikon. FWIW- ( maybe not much to most <img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite2" alt=";)" title="Wink    ;)" loading="lazy" data-shortname=";)" /> )** just to clarify- this all happened this summer- so this is not occurring right now.* Brock- your note above concerning checking the serial # to verify that these were indeed mine- yes I did that immediately because I thought maybe there was a mix up. There was not, these were indeed mine.* Brock, Also your comment above concerning contacting Mike Freiberg (Nikon rep who sometimes posts here)- Yes I did in a PM when it happened. He was helpful with a response back, but the most help I got was being able to eventually track down the actual repair place - see below-_________________________________Here is what I did the next day after receiving the box from Nikon. ( Which BTW- there was no damage to the box that was sent to me from Nikon repairs, and they were well packaged from them.)1. Day after receiving them and after speaking with a CS rep for Nikon in Dominican Republic the night before I contacted Nikon (USA) at the 800 # on the website. I got basically the same info that the CS rep gave me the night before- ie: I would need to send them back in with a note explaining what was going on, and I would not be covered if they received them that way and the damage was my fault. When I asked if I could speck with someone in repair dept, or a repair dept. manager; I was told that I could not and would just have to send them in.After getting off the phone I thought- boy this is not going well at all.2. I thought I would do a little bit of internet re con work and see if I can find any other info on contacting Nikon repairs. After a bit of looking, I found a repair place phone # and different address in kind of an obscure place on the web. Even though it was in a different city, I thought- what the heck, I will call it.Well the fella at the # answers the phone and uses a name when answering the phone that was a bit different from Nikon; or maybe it was just answering straight with his name- but definitely did not sound like "Nikon". I thought- "That does not sound like he said Nikon repair, so I said- Is this Nikon binocular repairs?" And he answers back- "Who is this?" so I explain who I am and that I am looking for Nikon binocular repair facility, and ask him if this is the correct # for Nikon repair binocular repairs. The fella answers back- "Well yes we do Nikon repairs here, but you can't call here, and I am not supposed to be speaking with you- you need to call back Nikon at the 800 # listed on the website"; he then asks if I have that 800 #. (I felt like when I contacted him, I was talking through a slot on the back door of a speak easy place, and I was both not supposed to be there and was not welcome there. Like- how did you find out about this place- it was all pretty strange) :hi:  I then tell him that - yes I do have that # and I have already called it a couple times. I then ask him if I can have a moment of his time to explain why I am calling. I feel as if I have a brief moment to tell him why I am calling and I proceed and he starts to listen a bit, so I go on and explain what is going on and why I am calling.When he heard about what binoculars I am calling about and about the damage- he says -"Oh those EDG binoculars are nice and they are not cheap". I say-  "Yes Sir they are and, No sir, they are not". When I tell him the reason why I sent them in and even that ( the diopter issue) was not addressed in the repair or the paper work back; he seemed to be even more concerned by that ( the lack of addressing the issue I sent them in for). At this point, I am starting to feel like I have a bit of a sympathetic ear on the other end and as the phone conversation continues, I realize I may have someone on the line who can both help me and also has the authority to do so. After a little while longer that becomes apparent.I went on to discuss the damage and when I asked the fella ( or told him) that the only way that the binoculars could have been damaged like this in transit, is if they were hit by a blunt object, and then the box would have to have been severely damaged to be able to get to the metal housing on the binocular. And I asked if that was the case, how come no one contacted me. Well, he said "We do not even open the boxes here, so we would not have seen the box- they get opened up at another facility in another city and then they get shipped to us for the repairs". I thought to myself- "Wow"!Apparently all Nikon repairs (all  Bino's, cameras, etc)  get shipped into this one receiving area and then the boxes are then opened up and are then sent off to the proper place to be repaired. In the case of the binoculars- it is in a different city all together ( same address that I happened to find in my internet search to try and find a contact # other than the 800 main #)He told me if a box comes into repairs with damage both to box and contents- the receiving warehouse takes pics of it and contacts the owner; because now it is usually a shipping PO issue and it may have to be dealt with that way. So, he said mine probably did not come in with damage to the box, or the binoculars.He said that if they are dropped or damaged at the other facility ( same one that takes in all of the other Nikon stuff), and he said accidents can happen; well then, the worker if they see damage caused by something like that, they are suppose to take the product over to a supervisor and show them and let them know- but it does not always happen the way it is suppose to. That, or it was damage to them from contact with another item and the workers there did not see it.  The fella helping me said, he is not trying to point fingers, but he figures the bino got damaged/ dropped at the place where opened, or damaged in transit between the receiving area and repairs and not documented. So then when bino repairs got the binocular, they just saw the obvious damage and the resultant alignment problem and just figured that is what needed to be addressed and proceeded from there. He could not figure out why they did not even address the diopter issue that was on the original service order as being the whole reason I sent them in. He said probably since there was the external impact damage and hence alignment issue, repair guy who looked at them probably only thought that is what they were there for.So...... then, I find out that the fella I am speaking to must be either the manager, or one of the managers of the bino repair facility. Because he goes on to say- "OK, here is what I am going to do, and I am not supposed to be doing this, but I want to help you out with this and make it right".  "So, he goes on, "send the binocular to the address I am going to give you to my attention; they will come to my desk and I will look into this and see what we are going to do". He then added -"We will probably send you the updated EDG II, because that is what we have often done in the past when these come in with the diopter issue". And he cont. to add- "That is another thing that I am going to look into; I do not know why they never even addressed the main issue that you sent them in for".At this point I was relieved that the issue was going to be looked into and most likely taken care of. And that is what happened- in 2 weeks I receive a brand new EDG II. I called and thanked the gentleman for taking care of the issue. And I do realize that accidents can occur with any company.So, after all was said and done, I was happy that the issue was resolved- but as you maybe can imagine, it did not give me great confidence about the way the Nikon's main CS dept. and repair service works. Because it was as if the the more he ( the fella on the phone) explained the way things work in the receiving dept. and how this could have happened with the damage, and not documenting it, and then not even addressing the issue I sent them in for- the less it made me feel good about Nikon's after sale service. Remember- this was my first experience with a Nikon product repair; and as they say, good or bad,- you only have one chance to make a first impression. Some thoughts I had at the time and afterwards- regarding the way the company keeps the customers away from people that can really help them  (in my case I had to really track someone down to help me). It is not a real vote of confidence about how the companies CS dept. runs. I thought,- they seem to have it set up where they keep the people that can really help you away from the customers. This was my first time with any experience with any Nikon product repair, and it was a stark contrast from my experience with Leupold and Swarovski, and Vortex.</blockquote>

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