Annoyed at Nikon, But very pleased with Amazon!

gothgirl

gothgirl

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So as you know I had the problem with my Nikon lens, the zoom sticking which is apparantly a trait with the kit lenses, but apparantly nikon had no idea about this problem and no other customers have reported this problem with the kit lens :cuckoo::suspect:

And still refused to repair / replace my lens even under the SOGA.

So I contacted Amazon who I bought the lens off, on a last ditch effort, and I am extremely suprised and pleased with their response!

Dear Ms Peake,

Thank you for contacting us at Amazon.co.uk.

Please accept my sincere apologies for the difficulties with your order ***-*******-*****
for "Nikon D60 AF-S 18-55 DX II".

Under the Sale of Goods Act, a consumer is granted recourse against a seller of goods if those goods were
defective at the time of purchase. This may include, in certain circumstances, repair, refund or replacement but
only to the extent that doing so is not disproportionate to the value of the goods, having regard to the use the
customer has already had of the goods and the nature of the goods.

Your item was dispatched to you in ********** and, until recently, you have used it successfully and reported no fault with
the product. As you used the product satisfactorily for a period of over 15 months it is not established that the product did
not conform to the contract (i.e. was defective) at the time of purchase.

Given our obligations to you under the Sale of Goods Act and, taking into consideration that you have used this product,
without experiencing problems (to our knowledge), for a period of over 15 months we will not be offering you a repair, full
refund or replacement.

However, we can offer you 45 GBP towards to the cost of repairs or alternatively 60 GBP in Amazon gift certificates towards
your next Amazon.co.uk purchase. Please confirm if you wish to accept either of these offers and I will make the appropriate
arrangements.

Regards,


Marcin Cieplak
Executive Customer Relations
Amazon.co.uk
http://www.amazon.co.uk


So :plusone: for Amazon!
They've gone out of their way to help, even though they didn't need to!
Am extremely pleased with them, and have told them I'm happy to give a statement to that effect!

Well now I'm going to get a new 18-55mm from amazon, and put my old one on fleabay as spares or repair.

But :plusone: for Amazon!
Its always a good thing when huge companies put customers first, and I can't get over how nice they've been!

Well done amazon! :clap::clap::thumbs:
 
That's great news! I was following your original thread. I'm a big fan of Amazon too; they've always been quick to settle disputes for me in the past, and even sold me a brand new Canon L-series lens for less than they cost second hand a few weeks ago, bless them :lol: Good for you though; I'm sure that £60 covers the bulk of the cost of a brand new lens for you :thumbs:
 
Nifkin said:
That's great news! I was following your original thread. I'm a big fan of Amazon too; they've always been quick to settle disputes for me in the past, and even sold me a brand new Canon L-series lens for less than they cost second hand a few weeks ago, bless them :lol: Good for you though; I'm sure that £60 covers the bulk of the cost of a brand new lens for you :thumbs:
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Yeah, still got to save though, £20 is a lot in our house!

Just skint ourseleves on vets fees for new rescues, some baby leos that were horrendous :thumbsdown:
http://www.reptileforums.co.uk/forums/lizards/468091-rescue-leos-warning-extremely-graphic.html
 
NorthernNikon said:
Why do you still think that Nikon had any obligation under the Sale of Goods Act? They don't and never will unless you purchased something off them directly.
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I know that, but It seems strange that amazon are the ones dealing with whats ultimately a nikon manufacturing fault, as many people claim the problems with the Kit lens.
 
Sorry but I really don`t see what you expected Nikon to do?

Amazon have been more than fair.
 
gothgirl said:
I know that, but It seems strange that amazon are the ones dealing with whats ultimately a nikon manufacturing fault, as many people claim the problems with the Kit lens.
Click to expand...

Well Nikon looked at the lens and said it wasn't so if you disagree with that then beat them up over that. You can't complain about them under the Sale of Goods Act though.

I think that Amazon have responded above and beyond their responsibilities so hats off to them.
 
Wow, top service from Amazon, above and beyond the customer service levels required. :clap:
As Barney said I can not see what gripe you can hold with Nikon, the SOGA is between yourself and Amazon and not between yourself and Nikon, I would not expect Nikon to act or reply in another way,Taken from Hants trading standards website

Only when you buy goods directly from the manufacturer is your contract with them and the same rights as above will apply
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Nikon, well they have done nothing wrong. SOGA is nothing to do with them and they have no obligations under it.

Amazon, quite honestly, that is pretty good. I've always found thier customer care to be exceptional.
 
So despite people telling you that your contract, as provided for by SaSOGA, was with Amazon, and you then trying to use that tack with Nikon (who clearly didn't agree with your assessment of the lens' damage), it turned out that it was indeed Amazon who were the people to talk to. Sadly you had no case under law. Nor did you have any contract with Nikon.

IMO you were VERY lucky that you'd bought the lens from Amazon (who are the leaders in CS). Anyone else would most likely have told you you had no case full-stop.
 
Yes I was very lucky.

SOGA aside,...

I just find it unfair in general that amazon have dealt with is, and probably a lot more similar cases, with a Nikon lens problem.
Its very very nice of them, but if its as a fair few people have said that the problem I had is well known with the nikon kit lens,honestly I think nikon should deal with it, even if they aren't legally bound to as Amazon are paying for nikon's problem in a way...


Does that make sense?
 
Glad to here Amazon are putting something towards it.
If I have had a problem with anything bought from them it's sorted straight away.
But Do I understand right you are buying another lens the same as the one that has a known problem ? :thinking:
Also as I understand it after a year the claim moves from the retailer to the manufacturer, but I stand to be corrected.
 
gothgirl said:
Yes I was very lucky.

SOGA aside,...

I just find it unfair in general that amazon have dealt with is, and probably a lot more similar cases, with a Nikon lens problem.
Its very very nice of them, but if its as a fair few people have said that the problem I had is well known with the nikon kit lens,honestly I think nikon should deal with it, even if they aren't legally bound to as Amazon are paying for nikon's problem in a way...


Does that make sense?
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Yes it makes sense, and I am sure amazon will take it up with Nikon, that the way the SOGA works, having been in retail myself for a good number of years ( not anymore) I hasten to add we would deal with the issue then deal with the supplier, I am sure that amazon will not be out of pocket with this, it is amazing what sippliers do when a company spends enough money with them.
 
Thing is, we think Amazon have gone above and beyond, and you now have £60 to spend there. If Nikon had given you a new lens or vouchers to the of £60, you would be singing theirs. PR wheels in motion....
 
i had a similar problem with my sony bluray player. the firmware update bailed out half way through and bricked the player completely. Sony was a nightmare and left me going round in circles trying to organise a warranty repair.

eventually called Amazon and a brand new unit landed on my door mat the very next day. i cant recommend Amazon high enough.

what i will say though is that they normally require your faulty equipment in return and they automatically refund the postage.

another +1 for Amazon.

Al
 
scraggs said:
Glad to here Amazon are putting something towards it.
If I have had a problem with anything bought from them it's sorted straight away.
But Do I understand right you are buying another lens the same as the one that has a known problem ? :thinking:
Also as I understand it after a year the claim moves from the retailer to the manufacturer, but I stand to be corrected.
Click to expand...

I'm getting another 18-55mm but its not the same model as the kit lens :lol:
 
gothgirl said:
They've gone out of their way to help, even though they didn't need to!
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As a reseller, I believe they are inclined to help if there's an issue with a product. They are very good, though.
 
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