Service? What's that?
I picked up my trusty old 17-35mm f/2.8 from the camera repair shop the other week. Although it had languished unused in a bag under my desk for the best part of three years (it used to be my mainstay lens in the days of film, but it's a rather odd focal length range on a DX dSLR), when I picked it up around Christmas time last year the AF motor had inexplicably died.
Normally I make use of Nikon's NPS scheme for working pros, which promises a normal repair turnaround of a week or less. But I'd heard good things about a local repair shop, I didn't really need the lens in a hurry, and I thought I'd give them a try. So, around mid February, I left the lens with them.
They took the lens apart, established that it was a job they couldn't do themselves and sent it to Nikon. Nikon didn't have the right spares in stock (turned out it needed a new PCB as well as a motor), so put in an order with Japan.
Meanwhile, I was left waiting with no updates and no idea of what was going on. After a couple of months I rang the shop, who rang Nikon and then called me back to tell me that they were still waiting for the spares. A month later I was on the phone again... no change. Finally, in May, I got the call I'd been waiting for from the shop - my lens was back, and working.
Except it wasn't. The AF was fine, but the lens had been reassembled with a nasty stiff feel and ominous-sounding squeak in the zoom ring. I took it back to the shop. They took it apart, ordered a spare part from Nikon, fitted it and discovered it didn't solve the problem... but didn't think to call me to tell me. When I next rang for an update they told me what had happened and asked if I wanted them to send it back to Nikon. Well, duh...
I phoned Nikon and explained the situation. The NPS manager was sympathetic, but explained that there was nothing he could do to speed things along because NPS service can only be applied to individuals, not shop repairs. I had no option but to wait. Again.
Finally, more than a month after taking the lens back to the shop, I have it back in my hands. It works. The zoom's smooth. And I'm feeling - not for the first time - as though I've been hung out to dry.
I mean... nearly 6 months to repair a lens? I can understand waiting for spares, but two aspects of the experience stick in my throat. First, the shop's almost total lack of communication with me - at every stage I had to chase them. And second, the fact that Nikon returned the lens in such a poor state. It's not the first time that's happened to me - a fact that makes me wary of sending gear in for a regular check, lube and clean in case it comes back in a worse state than the one which it left me.
Nikon has had trouble with their professional service in the UK over the past few years. To be fair, I know that they've put a lot of effort into making it better. But over a decade of service experience has left me with very mixed feelings about the quality of work they're turning out. Half the time it's excellent. The other half it's just downright shoddy. And that just isn't good enough for a brand that's out to steal the pro crown from under its competitor's nose.
























