Nikon D600 Repairs & JB HiFi Extended Warrenty

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jurgensp99

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#208830 1-Mar-2017 10:13

Covering two topics in one post here so not sure if its in the right place.

Extrapolated story to follow with no real outcome.

Back Story

On night I was taking some long exposure shots and all was fine.

The next early morning saw a shot, grabbed the camera, half depressed and it was making focus movements but in the viewfinder was nothing just blur. No focus points and no auto adjustments of either S or A but ISO was auto cranked way up to 1600 in daylight.

Full manual gets a decent shot without knowing if its in focus and in live view all works fine.

Take it back

So it was bought in 2013 and to my surprise I had actually paid for extended warranty, something I don't do, CGA and all, but 4 years in this was a blessing.

Arrived at JB with camera in hand and warranty receipt feeling cuffed but confusion soon ensued as they started running around making phone calls and discussing among themselves.

After 30min I was told they can't deal with it in house as its past the 2 year mark and I need to call a number as if it was an insurance claim.

Call the Number

On the other end is a foreign sounding person. I explain it all to her again and she puts me on hold.

Upon her return I'm told there is no Nikon repair center in NZ and the camera needs to be sent to Aus.

This requires them to internally change the extended warranty policy I have and they will get back to me in a couple of days. Here I am still waiting.

My qualms

1. Nikon the international giant don't have a repair agent/office in NZ? WTF

2. JB Hifi seem to have some half baked extended warranty scheme that isn't really a warranty ie take their money and hope they never come back.

Perhaps someone from either Nikon or JB on here would care to comment.

Science is but organized ignorance.

sbaird

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#1728180 1-Mar-2017 10:30

Nikon in NZ is sold by Lacklands who sends it off to A&E Electronics Ltd in Christchurch

The Nikon NZ website lists it as a service center as well.
A&E Electronics Ltd
184 Shaw Avenue, 8083 Christchurch
http://www.nikon.co.nz/en_NZ/service/service_centers?

The problem may be that the old Nikon distributor (http://www.macalister.co.nz) who stopped selling cameras a year or 2 back may have sold the camera to JBHifi and the warranty might have been to send it to them, I think they did there own repairs

I have forwarded your post on to someone I know at Lacklands to see if they know any more.

timmmay

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#1728182 1-Mar-2017 10:33

That sounds annoying. Probably best to go along with what they say, but maybe you should call them again.

Nikon used to have an agent in NZ that does repairs, but I suspect they stopped doing it. Nikon is pretty small over here. Canon does, but I found Canon service, even their Canon Professional Services, incompetent. They can do basic stuff but couldn't calibrate a camera/lens properly.

You agreed to the extended warranty, what do the conditions say? An extended warranty isn't CGA so its terms will be different.

floydbloke

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#1728217 1-Mar-2017 11:45

timmmay:

That sounds annoying. Probably best to go along with what they say, but maybe you should call them again.

Nikon used to have an agent in NZ that does repairs, but I suspect they stopped doing it. Nikon is pretty small over here. Canon does, but I found Canon service, even their Canon Professional Services, incompetent. They can do basic stuff but couldn't calibrate a camera/lens properly.

You agreed to the extended warranty, what do the conditions say? An extended warranty isn't CGA so its terms will be different.

IANAL

But the CGA should also apply to the extended warranty. It needs to be fit for purpose and in my view that means I should be reasonably hassle-free to make a claim against it. By all means do you what you can to get the repair expedited but in the end it should be up to JB Hifi to get it resolved/repaired - keep the pressure on them.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

Jaxson

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#1728267 1-Mar-2017 12:52

Yep, the extended warranty is just that really, an insurance policy.

You don't need to make a claim under those terms and conditions necessarily, by which I mean you're still covered by the CGA, regardless of taking out an additional insurance policy or not.

So, I'd see where the extended warranty takes you, but if you're not happy with it you do have the CGA option you could pursue also.

Several large companies don't actually have approved service agents in NZ, and if they do then you'd want to confirm the websites info about them is still current. It's not unheard of for things to have to go back to a major site like Australia or further afield for service.

As Timmmay above says, your insurance/extended warranty agreement will have the specifics about what needs to happen, and returning to an off shore service agent might all be acceptable as part of that. Even under the CGA you may still have to go down that route first as the company will have to do this to try and fix it. In my experience companies do often try to repair rather than outright replace, but often the extended warranty avoids that step and just gives you a replacement, but it's all case by case basis stuff.

Good luck. It really sucks when a camera dies like that.

Total aside, but one of my cameras did that same thing with the viewfinder once, and firing off a few shots with no lens attached sorted it.

jurgensp99

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#1728282 1-Mar-2017 13:15

I'm not concerned at all that the camera wont get repaired under the policy. The fact it has to go to Aus is a slight annoyance.

My main issue is that I now have to jump through hoops in stead of just walk into the store I bought and paid for the camera and the warranty and leave it with them. In stead its a case off well take your money but when things fall over you have to sort it out.

In my mind a extended warranty is just that, an extension of the warranty ie I bought it from you, you sort it out for me. If I wanted the drama of insurance I would just use my own policy that covers the camera.

- Here an example. I also own a ute with a 5 year warranty extension. After 2 years I took it in for a service, they found a leaky shock. All was dealt with internally, shock replace, no cost to me. Excellent!

Regarding the CGA it states "a reasonable time" and some may argue 4 years is a little past that. But then again Id hope for a $3k camera to last at least as long.

Science is but organized ignorance.