nikon.co.uk

Extremely Disappointing Customer Service Experience

I must confess that I find the current rating for Nikon UK quite perplexing. My extended interaction with their customer service, particularly with Rosie, the customer service manager, has left me thoroughly exasperated.To provide some context, my ordeal began when my Nikon Monarch 7 binoculars developed a fault with the eye pieces, leading me to return them for repairs. What followed was a protracted two-month wait for their return, only for them to be lost in transit during the return process. Subsequently, I found myself under suspicion, accused of having taken delivery and falsely claiming they were not received, despite the delivery company failing to provide any evidence of delivery. After this arduous process, I was eventually sent a replacement pair of Nikon M7 binoculars, as the Nikon Monarch 7 model had been discontinued.However, my disappointment continued when, with less than a year of use, the replacement M7 binoculars exhibited a fault. The objective lens fogged up on the inside, and I discovered that the tripod adapter cap was missing, though I had not noticed when or where it had come off. I had no choice but to reach out to Rosie, a prospect I dreaded based on my prior experiences. To my dismay, the response I received shifted blame onto me, alleging misuse of the binoculars as the cause of the fogging issue. I want to emphasize that I have meticulously cared for these binoculars, and I have an older pair worth £150 that I've had for over five years without experiencing such issues.Presently, I find myself in a state of powerlessness, facing what seems like a lack of adequate resolution. My photographs of the issues have been passed on to another department for "advice," leaving me anxious about the outcome. In essence, I have been treated poorly by Nikon, and I now fear the possibility of them refusing to rectify the situation, with seemingly no recourse for me.This experience has left me deeply disappointed, and I sincerely hope that Nikon UK can acknowledge and rectify these issues promptly to restore my faith in their products and customer service

Date of experience: Nov 07, 2023