1. Why do the Polish users of Nikon equipment get only a one year guarantee, whereas in many EU countries the guarantee period amounts to 2 years?

According to the rules within the Nikon group, including Nikon Poland, the basic products are covered with a 12-month guarantee and some products such as analogue SLRs with 3 year guarantee.

For Sport Optics products the period of guarantee ranges from 1 year to as long as 30 years in the case of some chosen models of target telescopes. The extension of the guarantee period to 24 months for a given product in some countries e.g. as a result of promotional actions is an exclusive and independent decision of the local Nikon organization.

2. Why does a person sending a faulty Nikon product within the guarantee period have to do it at his/her own cost? Especially, why does it apply to the whole range of products with factory production faults such as Nikon D5000?

According to the guarantee terms of Nikon Poland, the guarantor covers all costs of return sending of the equipment to the orderer after the guarantee repair. The person notifying about the repair decides, however, how to supply the faulty equipment – for example personally to the repair service point at 14 Postępu in Warsaw or through the retail point where the equipment was purchased. The customer doesn’t have to cover himself the costs connected with sending of the camera. Currently, we are considering the introduction of a new solution more beneficial for our Customers, which might be also introduced in other European countries. The information concerning the above will appear soon when we have finished working on it.
As far as D5000 model is concerned, we would like to emphasize that not the whole range was faulty but only some camera items from the first dispatch group described as being preventively sent to the repair service points.
The Customers who incurred certified costs of dispatch within the verification action of the first batch of D5000 in Nikon Poland repair service points will be refunded if they wish so. We have already contacted the Customers as regards this matter. Further information will be supplied as the action progresses.

3. Why do some cameras disappear from the list of products which authorize customers to enter the NPS programme? For example, at the beginning the list contained such cameras as D200 or D300, and now they have disappeared from the list.

NPS project is run worldwide, including Poland, according to similar rules that evolve alongside the changes in our production portfolio. According to it, all over the world, cameras of the type of D200/D300 don’t qualify now to take part in the NPS programme. The information about the requirement conditions for NPS members can be found at the following address: http://www.europe-nikon.com/pro/pl_PL/local/broad/380/1.html.

4. Why do rubber part coming off from Nikon’s bodies, which is a very frequent case, are repaired in Poland not free of charge whereas in other countries this is done within the guarantee repair?

Our experience shows that the problem of rubber coming off from the cameras’ bodies is not a common problem and to a large extent depends on the customers, the intensivity of the equipment use and the conditions of its use. We replace worn out or loose rubber parts of the body free of charge provided that the customer encloses a valid guarantee or belongs to the NPS programme. In the case of after-guarantee repair we charge a reasonable amount for such minor repair.

5. What is the average waiting time of the repair of the equipment. Is there any maximum time limit adopted by Nikon after which a user is granted a brand new equipment instead of waiting for a prolonging repair of his/her old equipment?

According to our statistics, the average repair time in Nikon Poland repair service point amounts currently to about 9 working days. It is the aim of Nikon Poland to cut down this time to 5 working days next year, taking into account that there might be cyclical periods of increased repair demand e.g. before holiday time which might prolong that period. The repairs of the equipment of the customers belonging to the NPS programme last 3 days on average. It doesn’t concern special cases when, for example, there is a lack of spare parts or cases when some additional decisions must be taken together with the customer or person acting on his/her behalf. 
It is worth remembering, however, that the repair time may be different in the case when the equipment is not supplied direct to the repair point by the customer but it reaches us through a shop. In such a case it may but certainly doesn’t have to be prolonged. We are not responsible, however, for the periods in which the shops send the equipment to us and then send it back to the customer and therefore we can’t be held responsible for prolonged time of waiting for the repair.
At the same time we do our best to make the cases of prolonged repairs to be as rare as possible and we try to alleviate the inconvenience they might be for the customers. When it is possible, we try to offer substitute equipment for the period of the repair. The potential replacement of the equipment for a new one according to the guarantor’s obligation of Nikon Poland is possible in special cases as described in guarantee terms. If the waiting time for spare parts takes long and the period of guarantee repairs is prolonged, the guarantee period is automatically prolonged by the repair time.

6. Is it possible to buy spare parts for Nikon’s SLRs and lenses? If so, where? If not then, are you planning to introduce such possibility?

It is possible to buy some minor external elements such as battery lids or communication port lids that don’t require the disassembly of the equipment. At the present stage of our development we don’t plan to introduce the selling of other spare parts in the near future. The repairs demand access to expensive and frequently unique equipment and software that is now only at the disposal of Nikon Poland situated at 14 Postępu St.

7. Why is it so difficult to reach repair service workers by phone?

It is hard to comment on such general statement. The difficulty in getting phone contact with repair service is temporary and may appear for example after holiday time when the repair service receives most cameras and when many customers choose this way of communication. We therefore encourage our customers to use other channels of communication such as sending e-mail to repair service at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or the contact through the “technical support” on Nikon Poland website in the “ask a question” option. The repair status may also be checked 24 hours/day through Nikon’s website and “repair status” option.

8. Why doesn’t repair service answer e-mail with questions?

It is hard to comment on such general complaint. We answer all e-mails that we receive and whose senders we are able to identify as our customers thanks to the fact that they give their particulars and order number.  In such a way we are able to deal with sent problems. Certainly, we will check and explain with our customers all such cases when they didn’t get our response. However, we can’t rule our the possibility that due to technical reasons such an e-mail didn’t reach Nikon Poland repair service or because of human error the answer wasn’t sent. We do our best to avoid such situations.

9. Are there any plans connected with setting up repair service points in other Polish cities?

Because of the fact that customers are supposed to supply our products to the shops where they bought them all over the country or send them by courier post and because at present technological advancement of the products only the repair service in Warsaw at 14 Postępu St. has expensive and unique equipment to carry out repairs, we don’t plan for the time being the opening of other repair service points in other cities.

10. What is your attitude towards polishnikonservice.com website?

Each initiative that aims at improving the quality of our services and that gives us the opportunity of critical look at our activities and describes areas that could be improved is a valuable source of information for us. We attach great importance to explaining all disputable issues or doubts. We want and are able to do it through reasonable discussion based on certain facts. Many cases described on the forum, mainly because of their anonymity, doesn’t give us such possibility. Contrary to the opinions, which appeared on some web portals, we don’t fight with polishnikonservice.com. We want, however, to have the possibility to discus certain cases and to show also our point of view to the present and future customers. In the future, through research that is to be carried out all over Europe, we plan to keep in touch with our customers through checking their satisfaction level with the work of the repair service and collecting recommendations concerning its activities. Undoubtedly, this information will be a valuable clue in what areas improvement should be made in order to provide our customers with the best service.

translation: www.jdl.pl    This e-mail address is being protected from spambots. You need JavaScript enabled to view it