Nikon FX lens problem - out of warranty repair

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I have just "gone FX" and realised that my 24-120 VR that worked flawlessly on DX bodies is indeed flawed on an FX body.

Nikon Europe (UK) maintain it is my problem since it is out of warranty. The problem is so pronounced it should have been caught by QA. Thinking about it, it probably was not because it was QA'ed on a DX body :bang:

I understand from other forums that Nikon USA do exchange lenses free of charge when people go FX and discover problems. At least when the lens (as in my case) is still with the original owner.

Has anybody else experienced problems with lenses going FX and have had them exchanged free of charge, repaired for free, or exchanged/repaired at a reduced cost? And if so - where were you located at the time?

It is not the cost itself (which is insignificant compared to what I have invested in Nikon gear) but the failure of Nikon’s QA and the lack of customer care that bothers me. While being legally right they are (in my undoubtedly biased opinion) customer-carely wrong. The customer may be hailed as a king, but the company is from a country of emperors 😉

 

[sahe69]

Contrary to common belief the warranty is only an added protection for the customer given by the seller. If the defect is not caused by misuse or normal wear and tear and it has been discovered during a period which can normally be expected a reasonable life time expectation for the product in question, the seller is still liable for rectifying it according to consumer protection laws, not matter what their warranty policy says. Now that being said I don't live in Belgium and don't know the ins and outs of Belgian law myself, so can't really bet on it. Anyway that's how the law works in Finland. So it might be best if you consulted your local consumer ombudsman before disputing this with Nikon Belgium. I would be surprised however if your local law drastically differed in this respect.

edit: sorry I did not notice first that it's Nikon UK, not Belgium that is in question. The base legal system being different (common law system) there actually might be a difference on how this issue is approached, but like I said it's best to have a word with our consumer ombudsman to be certain on what your legal rights are.

The customer may be hailed as a king, but the company is from a country of emperors 😉

This reminds me of a true story of my Austrian friend going into a restaurant in eastern Finland, where he was complaining about the service. The restaurant owners (whom he actually knew quite well already) response was: "Now look Heinz, in our restaurant even a king is only a customer." 😀

 

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edit: sorry I did not notice first that it's Nikon UK, not Belgium that is in question. The base legal system being different (common law system) there actually might be a difference on how this issue is approached, but like I said it's best to have a word with our consumer ombudsman to be certain on what your legal rights are.

Thanks Sahe for your very detailed response and update. As always the situation is a bit more complicated. I still remember the principles you describe from when I studied law and also realise that despite EU efforts to streamline consumer protection some may well be guided by national law still - in particular if the country in question has not fully implemented EU law.

In this respect however, Nikon Belgium is absolutely innocent :angel:

I bought the lens in Denmark five years ago. So, for a consumer lens, it may be argued that it has outlived its life span.

Still, it should count for something that I have not been able to test it beforehand. But so far not with Nikon.

I only contacted Nikon UK because I have my support account with them, because I have bought most of my stuff from there and because my French is on an "Allo, Allo" level and my Dutch even worse. If I were to contact Nikon Belgium I would probably cause a few deaths from laughter...

That said I believe we, the customers, should force companies to ensure common protection across the EU [worldwide optimally]. We should be free to contact any customer service point and be helped. That may be a bit out in the future though.

I am only collecting "stories" to find out how Nikon are treating their customers. Is there a precedent for helping (loyal) customers out of their predicament or should any and all customer fend for themselves?

For logistically reasons fighting with Nikon DK is out of the question.

For the time being I have contacted the managing director of Nikon UK who has been accommodating in the past. I will update this when I know more.

 

[newsgrunt]

What kind of flaw does the lens have ?

 

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http://www.rangefinderforum.com/photopost/showphoto.php?photo=132706&ppuser=16609

Lower left corner really poor (upper left and lower right not too hot either).

 

[kzphoto]

I have an 18-70 DX exhibiting the same phenomenon but on the right side. It's actually why I picked up my m6ttl again.

 

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It's actually why I picked up my m6ttl again.

That is hard to argue with 😀