Hersch, thanks for sharing that story. Jerry, take note.
It's definitely a pleasure to see a "happy ending" to some of these service
nightmares. I think the answer, if any OEMs are reading, is that the techs
need the training, and they need to be "involved," i.e. doing a bit of
scanning for their own pleasure. An auto mechanic who doesn't drive isn't
likely to be very reliable.
>From: Hersch Nitikman <email@example.com>
>Subject: filmscanners: NikonUSA warranty service
>Date: Mon, 25 Jun 2001 12:43:12 -0700
>After all the complaints about Nikon service, I thought I should add a note
>on the other side. For the past several months, the LS-30 I bought last
>July 6 had a maddening intermittent set of failure modes, including severe
>banding, and severe gamut compression. I kept waiting for it to fail
>permanently, to assure proper diagnosis. The last thing I wanted was to
>send it in and have it come back unrepaired because it worked fine on the
>bench. Sometimes it was out of action for up to 3 days. Then it would come
>back perfect! Finally, with the warranty period almost up, I sent it in to
>the NikonUSA repair service, accompanied by a page of pix from a set of
>identical negatives, perfectly scanned, and with blatant failure modes,
>side by side. That had to have helped.
>Anyway, it went UPS Ground on June 4, and was received today, 3 weeks
>later, repaired, and apparently working very well. The invoice listed a
>replaced main pcb, (obviously the main culprit) adjusted focus tracking,
>general check and clean.
>I had spoken with the Tech Support personnel on their 800 number, a couple
>of times before sending it in, always polite and helpful, after only a
>brief period on hold. When I asked the Tech what would happen when the
>1-year warranty ran out, if the repair was unsatisfactory, he replied that
>the repair is warranted for 90 days. That should be plenty to determine if
>the repair is for real.
>I would say that I could not have asked for better treatment.
>I can only hope that the new pcb is better than the original one. Right
>now, I'm ready to get back to work on my archiving.
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