My story happened some time ago, but I can see not much has changed since then.
On the 23th of March 2007 my D70 with a kit 18-70 lens was taken in for a repair. Symptoms- banding, a hot pixel jointed by a line with the shot edge, focusing problems. Phone contact was very difficult- nobody answered the phone for a period of time. After two weeks I was told that the camera wasn't passed on for expertise yet. When I asked when I could expect it to happen I was told that it was 'hard to say'. During one of the following phonecalls I was informed that if I was a pro and using a camera to make money, I could have been served faster (famous NPS). And now I was at the end of serving queue. The person I spoke to was arrogant.

In the end, the camera came back fixed but it was despached on the 26th of April which is 35 days from taking it in for service.
To sum up the 'charges' - contact was difficult, personnel was arrogant and customers were divided into good and better. I don't mind the NPS programme, but they should at least keep 30 days for diagnosis and repair deadline for non pro customers. I only 'lost' some shots from holiday, but it could have been much worse.

Regards
Sebastian Wach