Nikon warranty experience (1 Viewer)

[Talusman]

I recently found that the barrels on my 10X32 Venturer LX were not focusing on the same plane. The diopter needed to be moved to -4 for them to focus together. I wear glasses, and all my other binoculars are fine at "0" diopter setting. I called support, and they said "sounds like something's slipping inside - send them in".

I did, and was surprised to get a repair estimate that was not free. Nikon boasts a 25-year warranty, and these are far younger than 25 years old. I called support again, and was told that there is only a 1-year warranty, and that after that all repairs are assessed a $10 charge and return shipping fee. I explained I was the original owner and had my receipt - the support rep said that wasn't the issue - it was because the bins are more than 1 year old.

Now, $30 is not a great sum of money - but the warranty states that a defect like this will be repaired free of charge. I already had to spend $20 to send them to California, so in total it will cost me $50.

I sent a note to customer service expressing my dissatisfaction - they responded they will research my issue.

Anyone else have experience with Nikon support? Did they charge you $10 and return shipping?

Thanks!

-Jeremy

 

[David in NC]

I will never buy Nikon again BECAUSE of their crappy warranty track reacord, and I was once a hardcore Nikon guy, coming from thier cameras...

I had a pair of Monarch binocs ruined in a car fire and they refused to replace (no fault warranty-I think not)

I had a pair of porros that had never been dropped or abused that was out of alignment/collimation that I could not get a reply from them on before sending after they advised me to recheck focus (?)

I have had two different optics dealers (both of who sold/stocked Nikon) tell me they also had numerous experiences of Nikon refusing to honor their own warranty...without me bringing up my feelings first...

Good luck...

 

[ceasar]

I recently found that the barrels on my 10X32 Venturer LX were not focusing on the same plane. The diopter needed to be moved to -4 for them to focus together. I wear glasses, and all my other binoculars are fine at "0" diopter setting. I called support, and they said "sounds like something's slipping inside - send them in".

I did, and was surprised to get a repair estimate that was not free. Nikon boasts a 25-year warranty, and these are far younger than 25 years old. I called support again, and was told that there is only a 1-year warranty, and that after that all repairs are assessed a $10 charge and return shipping fee. I explained I was the original owner and had my receipt - the support rep said that wasn't the issue - it was because the bins are more than 1 year old.

Now, $30 is not a great sum of money - but the warranty states that a defect like this will be repaired free of charge. I already had to spend $20 to send them to California, so in total it will cost me $50.

I sent a note to customer service expressing my dissatisfaction - they responded they will research my issue.

Anyone else have experience with Nikon support? Did they charge you $10 and return shipping?

Thanks!

-Jeremy

Jeremy,

Your question is a good one and ultimately comes out to what is a reasonable fee for costs involved. (Unlike having your Binoculars burn up in a car fire and then complain about the manufacturer refusing to the replace them for free.:smoke I have a Nikon 10 x 32 LX L which I really like. (3 years ago I upgraded it to an EDG I.)

The Nikon HG DCF (Venturer LXs) came out in 2002. They were replaced in 2004 with the lighter weight HG L/LX L DCF series. Yours probably has leaded glass in the lens. Some Nikon aficionados think this is a good thing.

Spending 50 bucks to get maybe 10 more years use out of them seems like a good deal to me. (It's close to what the shipping and insurance on them would cost.) Especially if you really liked them! You don't say how long you have owned and used them. But if you have had them 10 years in continuous use some parts are likely to wear out. Your binocular might also be cleaned and refurbished where required and come back looking better than when you sent it there.

I'd send it in and see what they could do with it for $50.00. The 10 x 32 has been dropped from Nikon's Premier line so it would be difficult to find a new one to replace it. Premier is Nikon's new name for what were once HG L/LX Ls.

Bob

 

[Talusman]

Agreed, $50 is not a princely sum - and if Nikon's warranty stated that warranty coverage was $10 plus shipping both ways I'd probably be fine with it. I've had them 10 years and do like them a lot. A big part of pleasing customers is meeting or exceeding expectations. If Nikon says something will be free and then charges $30, they created an expectation and then failed to meet it. I hope they can be repaired. I recently picked up a Zeiss 8x32 and plan to use both for varying habitats/conditions.

Thanks for the perspective.

Jeremy

 

[mayoayo]

Yes..Nikon has a NO-FAULT warranty,but is not Free..It has a 25 dollars Flat fee ,and Includes repair/replacement and return shipping..maybe the price of the fee went up a bit, now that domestic shipping prices are considerably Higher than few years ago..
Burnt binoculars qualify for this warranty

 

[SEOW]

I've been a bit confused about Nikon warranty policies, but as far as I can figure out, Nikon in the US has 2 policies that both apply to their sport optics: a 25-year warranty that applies to manufacturer's defects (under which such repairs are free of charge), and a no-fault repair or replace policy that applies to any service or repair not covered by the warranty. For anything only covered by this second policy, you have to pay $10, + return shipping & handling. Here's a relevant thread (especially post #10):

http://www.birdforum.net/showthread.php?t=227420

Now, of course, this doesn't explain Talusman being told that there was only a 1-year warranty (!), or Nikon refusing to replace burned binoculars (if there was anything left afterwards to send them)... And it does seem like a diopter working loose isn't something that should happen, & ought to have been covered by the actual warranty free of charge & not just the no-fault policy.

 

[ceasar]

This is the first time I have heard of a diopter problem with the HG L/LX L series. The diopter is a locking type. Pull it out, turn it and push it back down to lock it. It shouldn't move unless something internal came loose. Since it is on the right eye piece and not integrated with the focus wheel it shouldn't be hard to fix.

Of course, this particular binocular is the older LX version. I've never seen one so maybe the diopter did not lock on them?

Bob

 

[Talusman]

To clarify, the diopter ring is not loose - once set it stays and locks. I believe the problem is in the central focuser. With the diopter set to "0" the barrels don't focus on the same plane (only one or the other is in focus at a time). Both barrels can be brought to focus together by adjusting the diopter to "-4". It appears that one barrel's adjustment "slipped" as to be out of sync with the other. There was no play in either the focuser or diopter - both were smooth (and diopter locking). Ruled out my eyes as well since all other bins I tried looked fine with the diopter set to "0" - I have a good eyeglass prescription so shouldn't need a diopter correction.

Thanks!

-Jeremy

 

[mayoayo]

Spending 50 bucks to get maybe 10 more years use out of them seems like a good deal to me. (It's close to what the shipping and insurance on them would cost.)

Bob

Geez...I knew shipping prices were up,but 50 bucks domestic shipping with insurance...I dont need same day delivery,if that is what you are talking about..

I quoted 25 $ in an earlier post, I was wrong about the actual NO-FAULT warranty fee ...Seems like is actually 10$ plus shipping ..
I dont know where do you see that good deal that you try to sell here ,the 50 bucks for 10 years deal, When the deal that Nikon offers ,and should honor, is 10 dollars ,period.
Is nice of You ,though ,to try to make Us see the Bright side of Life,,with Nikon of course

 

[ceasar]

Geez...I knew shipping prices were up,but 50 bucks domestic shipping with insurance...I dont need same day delivery,if that is what you are talking about..

I quoted 25 $ in an earlier post, I was wrong about the actual NO-FAULT warranty fee ...Seems like is actually 10$ plus shipping ..
I dont know where do you see that good deal that you try to sell here ,the 50 bucks for 10 years deal, When the deal that Nikon offers ,and should honor, is 10 dollars ,period.
Is nice of You ,though ,to try to make Us see the Bright side of Life,,with Nikon of course

Well I can understand where you are coming from. You argued in an earlier post that burnt binoculars were also covered. I assume you meant even though they might be also covered by under a home owners or a car policy under loss caused in an incident like a fire.

http://www.birdforum.net/showpost.php?p=2715154&postcount=5

If I lose all the Nikons I own in a fire (heaven forbid!) Nikon is going to owe me big time!

 

[ceasar]

Yes..Nikon has a NO-FAULT warranty,but is not Free..It has a 25 dollars Flat fee ,and Includes repair/replacement and return shipping..maybe the price of the fee went up a bit, now that domestic shipping prices are considerably Higher than few years ago..
Burnt binoculars qualify for this warranty

Here is the full post to help clarify things.

Bob

 

[ceasar]

To clarify, the diopter ring is not loose - once set it stays and locks. I believe the problem is in the central focuser. With the diopter set to "0" the barrels don't focus on the same plane (only one or the other is in focus at a time). Both barrels can be brought to focus together by adjusting the diopter to "-4". It appears that one barrel's adjustment "slipped" as to be out of sync with the other. There was no play in either the focuser or diopter - both were smooth (and diopter locking). Ruled out my eyes as well since all other bins I tried looked fine with the diopter set to "0" - I have a good eyeglass prescription so shouldn't need a diopter correction.

Thanks!

-Jeremy

Jeremy,

My understanding on how a right eye, individually focused diopter works, and I may be wrong, is that once the diopter is set to match what is seen in the left eye and it is locked into place it no longer moves from that setting when focusing takes place. It is isolated in the right tube and the focus wheel should have no effect on it. That is why I conjectured that possibly something worked loose in the eyepiece that allowed the diopter to wander off it's setting. Removing the eyepiece to examine it would seem to be the first step in correcting the problem.

My one experience with a wandering diopter integrated with the central focus knob was with the Vortex 6.5 x 32 and that problem showed up within days after it was purchased. It turned out to be a QC problem affecting many binoculars which Vortex fixed.

Maybe some readers here with experience in disassembling binoculars could chime in?

Bob

 

[mayoayo]

Well I can understand where you are coming from. You argued in an earlier post that burnt binoculars were also covered. I assume you meant even though they might be also covered by under a home owners or a car policy under loss caused in an incident like a fire.

http://www.birdforum.net/showpost.php?p=2715154&postcount=5

If I lose all the Nikons I own in a fire (heaven forbid!) Nikon is going to owe me big time!

If You Do,would not be the end of the world,because You can have them,Again, repaired/replaced with their NO-FAULT warranty,..you have 20 pairs or nikon,..20 x 10$..your grand total is 200 bucks ..for that much they have to replace your collection.
For the rest of your stuff,house and car,Yes,a Home owners or car policy can be a good way to protect Your property


Where im coming from,and going to,and only to answer the question that was originally asked in the opening post of this thread,at the end,quote

"Anyone else have experience with Nikon support? Did they charge you $10 and return shipping? "


I havent BUT Nikon claims that THEIR NO-FAULT warranty covers the repair / replacement of (some? all?)their sports optics lines, and doesnt matter how the bino was damaged or who/what caused the problem ,and that the only fee that applies is that 10$ flat fee....
NOW..MAYBE YOU have to send a letter to Nikon telling them that You want to take advantage of that warranty in the first place..IF you DONT..They are not going to apply the warranty per se..Maybe they Will use their OTHER ,Limited warranty,and that MIGHT or not cost you some money..And that is why Talusman got that estimate
SO..what I would do in THIS CASE..the diopter case ,with a 50 dollars estimate..IS TO DECLINE THE REPAIR, IN A LETTER, And instruct NIKON customer service,to,By law,implement the NO-FAULT policy and perform the repair under that warranty...

 

[Talusman]

I've notified Nikon of my complaint, I'll see what they say next.

As for the diopter/focuser, the problem could be in either the eyepiece or central focuser. The diopter ring does not shift/slip/creep, so if it's a diopter problem it's internal and independent of the ring. Turning the ring does adjust the right eye focus.

The central focus obviously is connected to both barrels. The connection to the right barrel may have become offset/slipped, which would explain why the barrels don't focus together.

Tough to say without taking them apart.

 

[ceasar]

I've notified Nikon of my complaint, I'll see what they say next.

As for the diopter/focuser, the problem could be in either the eyepiece or central focuser. The diopter ring does not shift/slip/creep, so if it's a diopter problem it's internal and independent of the ring. Turning the ring does adjust the right eye focus.

The central focus obviously is connected to both barrels. The connection to the right barrel may have become offset/slipped, which would explain why the barrels don't focus together.

Tough to say without taking them apart.

The focusing is probably done with focusing lenses that move back and forth somewhere in the middle of the barrels. If the right diopter in the eyepiece section is jammed at minus 4 it might be easier, and probably cheaper, to fix than if the right focusing lens had problems.

Bob

 

[ceasar]

If You Do,would not be the end of the world,because You can have them,Again, repaired/replaced with their NO-FAULT warranty,..you have 20 pairs or nikon,..20 x 10$..your grand total is 200 bucks ..for that much they have to replace your collection.
For the rest of your stuff,house and car,Yes,a Home owners or car policy can be a good way to protect Your property


Where im coming from,and going to,and only to answer the question that was originally asked in the opening post of this thread,at the end,quote

"Anyone else have experience with Nikon support? Did they charge you $10 and return shipping? "


I havent BUT Nikon claims that THEIR NO-FAULT warranty covers the repair / replacement of (some? all?)their sports optics lines, and doesnt matter how the bino was damaged or who/what caused the problem ,and that the only fee that applies is that 10$ flat fee....
NOW..MAYBE YOU have to send a letter to Nikon telling them that You want to take advantage of that warranty in the first place..IF you DONT..They are not going to apply the warranty per se..Maybe they Will use their OTHER ,Limited warranty,and that MIGHT or not cost you some money..And that is why Talusman got that estimate
SO..what I would do in THIS CASE..the diopter case ,with a 50 dollars estimate..IS TO DECLINE THE REPAIR, IN A LETTER, And instruct NIKON customer service,to,By law,implement the NO-FAULT policy and perform the repair under that warranty...

Here is what the warranty card to my Nikon Premier LX L 8 x 32 says and it identifies thereon it the Binocular by Serial number and model.

"This Nikon product is warranted by Nikon Inc. to be free from defects in material and workmanship for a period of twenty-five (25) years from date of purchase. During this period Nikon Inc. will, at it's option and without charge, either repair any part or parts which is found to be defective in material or workmanship, or replace this Nikon product with a Nikon product of comparable value and condition, subject to the following limitations and exclusions:
This warranty extends to the original consumer purchaser only and is not assignable or transferable. ......................

(It states here that it is valid only in the Continental US, Alaska and Hawaii)

This warranty shall not apply to the following:
1. Any product which has been subject to misuse, abuse, negligence or accident.

2. Any defects or damage directly or indirectly caused by the use of unauthorized replacement parts and/or service performed by unauthorized personnel."

The rest is similar legalese with instructions of what to send in with it, like proof of purchase.


Bob

 

[SEOW]

Yes; that there is the 25 year warranty for manufacturer defects.

As referred to above, Nikon USA also has a No-Fault Repair/Replacement policy:

http://www.birdforum.net/attachment.php?attachmentid=379737&d=1334946190

http://www.birdforum.net/showpost.php?p=2419753&postcount=10

 

[Howard220]

Last year I dropped my old Travelite V's and phoned Nikon for instructions. As I recall, the cost to me was $25 + shipping. So despite the fact that the damage was my fault, I was not at all dissatisfied with those costs, and the repairs were made in good time.

 

[Talusman]

Thanks for all the good feedback. One clarification on the issue with my 10x32: the diopter's not jammed. With the diopter set to "0", the one barrel is in focus, the other is very blurred. With the diopter set to "-4", both barrels are in focus. I'll update when I hear back from Nikon.

-Jeremy

 

[mikefreiberg]

We are very sorry to hear that some of you have experienced these problems. I work many consumer events in the USA birding field and receive many compliments about our warranty and NO-Fault Policy. I am sure the person at service and repair that each of you dealt with tried their best to assess the situation. I know it can be difficult and there are occasionally people out there who would try to take advantage of the program. If there is anything I can do to help please let me know.

All the best,
Mike Freiberg
Nikon Birding Market Specialist