Święta już za rogiem. Za kilka dni z niecierpliwością zaczniemy odpakowywać znalezione pod choinką prezenty. Niektórzy dobrze wiedzą, że napisanie listu do Świętego Mikołaja zwiększa szanse otrzymania wymarzonego upominku kilkukrotnie. PolishNikonService.com rozpoczyna akcję "Napisz list do... Mr Michio Kariya". Zachęcamy Was drodzy użytkownicy sprzętu marki Nikon o napisanie listu bezpośrednio do Pana Michio Kariya, głównego prezesa Nikona (President of Nikon Corporation). Może wtedy uda nam się wpłynąć na decyzje Nikon Polska dotyczące kilku drażliwych kwestii: wysyłki sprzętu na gwarancji na koszt gwaranta, odchodzących gum (i ich bezpłatnej naprawy na gwaracji) czy możliwości uruchomienia punktów serwisowych w innych miastach w Polsce.
Koszt całej operacji to tylko ok. 5zł, na który składa się: znaczki, koperta, kartka A4 i koszt wydruku.
Aby wysłać list, wystarczą 3 proste kroki:
1. Napisz po angielsku list,
w którym dokładnie opiszesz bolączki polskiego serwisu Nikona. Możesz również zaproponować rozwiązanie lub pomysły na jego usprawnienie.
2. Zaadresuj go:
Mr KARIYA, Michio
President of NIKON CORPORATION
Fuji Bldg., 2-3, Marunouchi 3-chome, Chiyoda-ku, Tokyo
100-8331, Japan
3. Udaj się na pocztę i zapłać ok. 4zł za wysyłkę
Jeśli chcesz, po powrocie do domu poinformuj o wysyłce innych przysyłając mailem kopię listu na adres
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Zostanie on zamieszczony na PNS.
Pamiętajcie, kilka listów można przeoczyć, ale dziesiątki czy setki na pewno zostaną zauważone i przeczytane!
Proponujemy tradycyjną pocztę zamiast elektronicznej. Maile można łatwo wykasować lub mogą nawet nie dotrzeć za sprawą np. filtra antyspamowego.
Do dzieła!
Pan Artur Szwedowski jest pierwszym, który taki list napisał i wysłał tradycyjną pocztą:
Mr XXX XXXXXXXXXXXXXX
Ul. XXXXXXXXXX, XX-XXX XXXXXXXXXXXXXXXx
Poland
Mr KARIYA, Michio
President of NIKON CORPORATION
Fuji Bldg., 2-3, Marunouchi 3-chome, Chiyoda-ku, Tokyo
100-8331, Japan
14th December 2009, Poland
Dear Sir,
Things are going very bad in Polish Branch of Nikon.
Of course, we would never bother you Mr. KARIYA, if we hadn’t try to talk to Nikon Poland before (I am using plural form, because I am not single - I am just single voice of many other Nikon’s hardware owners who are very disappointed). Unfortunately, with no success. I think, nobody would be more concerned about this topic than you, this is why I am writing this letter straight to you Mr. KARIYA. You are our last hope.
I am nobody. I have Nikon D80, two Nikkor (cheaper range) lenses, one remote. That’s all. I am not planning to buy any new equipment in near future, because I am happy with what I have, and it is more than enough for my needs. But, Poland is over 40 million population country in the heart of Europe. In last few years we made a huge jump in living standards, and many our photographers (pro and amateurs like me) could afford best quality hardware. Surely, you have access to selling statistics of Nikon anywhere. But please, take into consideration, that because of big differences in price between some countries in Western Europe (as well in USA) and Poland – many people bought their hardware abroad - not in Poland. I’ve bought my D80 at Heathrow Airport (London). Anyway, we have more Nikon’s equipment in Poland than any statistics can truly say.
As you know Mr. KARIYA, after-sales service is like a backbone in human body. How it is working - reflects real strength of any company. It’s my duty to tell you the painful truth. This “backbone” in Poland has been broken. For some time past, more and more Nikon owners had started to be very disappointed with service in Poland. This is mostly due to:
- Extremely long reparation time (they says it’s 9 days in average, but many people says stories about few weeks in practice);
- Very hard or impossible communication with service (no replays to e-mails, not picked up phone calls even after many attempts);
- Charging for delivery of under warranty products being sent to (and back) to service, including bug-series like D5000;
- Arrogant and incompetent staff.
After some time, this huge group of unhappy people has started web page www.PolishNikonService.com, where they present their real-life experiences with this service.
On 13th of November 2009 they published open-letter to Nikon Polska, where they reflect their dissatisfaction with Nikon service: (http://polishnikonservice.com/pl/component/content/article/55-komunikaty/98-list-otwarty-do-serwisu-nikon-polska.html) .
On 27th of November 2009 Nikon Polska has replied. This answer has evoked even bigger frustration among all interested people, due to lack of any concrete content. We could name this answer as training “foo” letter. It’s easy to shorten its content to this sentence: “We apologize, we are aware of the best quality of Nikon and service (!), long reparation time is mostly caused by customers themselves”. Full text in polish language is here:
http://polishnikonservice.com/pl/ogolnie/komunikaty/115-oficjalna-odpowied-nikona-na-qlist-otwartyq.html (not signed by any person).
Big tumult has started, and this problem has been presented on another well-known web page among photographers in Poland – www.optyczne.pl On 8th of December 2009, www.optyczne.pl published another answer from Nikon Polska, this time for earlier www.optyczne.pl’s 10-questions letter. History has repeated. This time their answer was signed by Mrs. Magdalena Michalska-Szmidt – Chief of Marketing and PR Department - Nikon Polska. We could shorten this dialog as follows:
1. Question: Why in other countries there is 24 months warranty for most of Nikon products, but in Poland it’s only 12 months?
Answer: In other countries they may have different option due to some promotion campaigns.
2. Question: Why do you charge for delivery of under warranty products even if they are bug- series like D5000?
Answer: We are responsible for this cost, but customer decides how to deliver his hardware to service (funny). Our customer doesn’t have to pay, if he doesn’t want to (funny, because in practice they are charged). We are thinking about new solution, but we let you know about it in the future. Regarding D5000, people will get refunds for delivery expenses, if they want to.
3. Question: Why some models disappear from NPS list, for example D200 and D300?
Answer: This list changes, and at this moment, no any country covers D200 and D300 with NPS program. This is the link where you can find information about NPS: http://www.europe-nikon.com/pro/pl_PL/local/broad/380/1.html (funny, because this link is DEAD. However, until the time you read this – they may repair it)
4. Question: Why in under warranty cameras detached rubbers are attached again for money?
Answer: This is rare situation. Rubbers detaches, because people detaches them. It depends on how cameras are used. We are attaching them them FOR FREE (not true).
5. Question: What is typical time for reparation? Do you have any limit?
Answer: Our statistics says, it’s typically 9 working days. Next year we will shorten this time to 5 days. It’s our aim. For NPS it is typically 3 days. Sometimes, due to lack of spare times and unusual periods like vacation time – it may prolong. (completely not true)
6. Question: Why you don’t sale any spare parts?
Answer: We sale only very simple parts like battery covers. We don’t plan to sell any complicated parts, because they demand sophisticated equipment to be operated, and the only place which is in possession of such complicated devices – is our service.
7. Question: Why it’s so hard to reach you by phone?
Answer: It’s hard to comment. It may happen in special periods like vacation season. We try our best. Anyway, you can always reach us by e-mail
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
(very funny, because this address permanently rejects anything. However, until the time you read this – they may repair it) or by our web page contact form (no any replies – confirmed by many people who tried)
8. Question: Why your e-mail is not responding?
Answer: It’s hard to comment. We reply whenever second part gives us any data, by which we can identify him as our customer. Anyway, sometimes it may happen due to human mistake. We try our best.
9. Question: Do you have any plans to open next (now they have only one) service point in Poland?
Answer: No.
10. Question: What is your position on www.polishnikonservice.pl ?
Answer: It’s very precious for us to know any kind of opinion about us. We look forward to any objective discussion, but it must be based on real facts. We cannot comment any opinions which are anonymous (not true). We try our best.
Full text in polish is here (there is short preface from optyczne.pl at the top – not important): http://www.optyczne.pl/2467-nowość-Odpowiedź_Nikon_Polska_na_pytania_dotyczące_serwisu.html
Of course, this kind of reaction cannot satisfy us. More and more people are declaring GOOD BYE to Nikon. They are selling their cameras, lenses, everything.
I am writing this letter to you Mr. Michio KARIYA, because I believe, that such values like honor, honesty, professionalism still exist in this weird world. Please, don’t let us loose our faith Mr. KARIYA. Help us, and help Nikon.
Sincerely, Artur Szwedowski
