Nikons response:
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Dear Phil,
I am very sorry to hear that you are disappointed.
In regards to the service we carried out when your camera was in with us, we charged for an hours labour in servicing and cleaning your camera. This was in order to clean the dust on the senor which was most likely causing the dots on your images. The clean included a wet clean, which picks up the smallest pieces of dust. We also cleaned the mirror box as well as the camera externally. We then checked and tested to see if the sensor had any permanent marks as well as to see if there was anything internally causing debris to fall on the sensor. During this service, we found that this was not the case and your camera was working to full Nikon standard.
As stated previously, DSLR cameras are not a sealed system. As such, dust particles may potentially enter the system during operation. This can occur during a lens change but even if the lens is not removed it can still occur due to the zoom action of the lens as it is sucking air into the body of the camera. When the camera left our workshop, the sensor was clean. However dust particles previously in the camera may have dislodged and landed on the sensor.
Sensor cleans and services are chargeable and I am very sorry that you are unhappy with the service. We understand that it is inconvenient to request an item to come back to us, however we have to assess it at our workshop and we will endeavour to rectify any fault that may occur during the Service Warranty. All completed repair come with a Service Warranty, so if the unit does fail within its Service warranty we aim to put it right at no cost, as long as it hasn’t failed due to missuse.
Please accept my apologies for any inconvenience caused.
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So they failed to address most of the points I put forward, and essentially rehashed their previous email. There are several points that could be picked apart from their response, but I can't really be bothered any more. They certainly don't seem interested in putting the situation right - I have to wonder how much they value their customers, as they have certainly lost at least 1 from this experience, over an hours labour charge.
At least Panamoz came through to save the day though
As someone else said (on another thread, I think), mistakes and issues are inevitable, that in itself is not the issue - the important thing is how the company deals with it and puts it right. 2 ends of the spectrum from this experience.