A Few Thoughts on Brand Loyalty

I am sure by now you are all very tired of hearing about the Nikon D600. And I think it is about time we wrapped it up for the last time. This article has been maturing inside my head for a while now and the latest events in the interchangeable lens camera market, along with a couple of scandals that appeared on the news, have only pushed it forward. Only a short while ago I read a comment under the “Nikon D610 Does Not Have a Dust Issue” article left by one of our readers who quoted a response he received from Nikon Europe Support about Nikon D600 dust accumulation problems. Here is the response:

Nikon D600

Dear <...>,
Thank you for your email.

I am sorry to hear of the difficulties that you have experienced with your Nikon D600 camera. Please rest assured that the service centre will only apply parts that are of the D600′s original design in order to bring it back to it’s standard specification. As such, the shutter mechanism of the D610 will not be applied to a D600.

I would advise that you consult directly with service staff directly for questions that you may have over any action that the service centre may have performed on your camera during service. If you would like to do this you are welcome to call them on 0330 123 0928 Option 3.

I am very sorry if you are not satisfied with the D600, however we are confident in the design and build quality of the model. We can only advise that any users experiencing a problem with foreign matter on the sensor should follow the instructions in the manual for sensor cleaning and if the issue persists to then send it to the service centre for cleaning and inspection, which I can see, you have done already.

Please be advised that we will not replace Nikon D600 cameras with new ones, reimburse purchase price, or replace a D600 with a D610.

The release of the D610 was in response to demand from a great number of users for a faster continuous shooting rate and the addition of a quiet continuous shutter-release mode. Nikon decided to release the D610 in order to respond to this demand as quickly as possible.

If you still have any further comments please do not hesitate to contact me again.

Kind Regards,
<...>,
Nikon Europe Support

http://www.europe-nikon.com/support

We all know that Nikon did not release the D610 in response to demand from a great number of users for a faster continuous shooting rate and the addition of quiet continuous shutter-release mode. 6 frames per second is not noticeably faster than 5.5 – it almost makes no difference whatsoever. Nikon did not decide to release the D610 in order to respond to this demand as quickly as possible. What Nikon did was release D610 in response to demand from a great, great number of users to fix the dust accumulation problem of the D600. And then Nikon lied about it straight into the face of its customers. The two added “improvements” are there for cover, to (poorly, may I add) justify the release of a new model, and there is no other reason for it. None at all.

I am sure many Nikon owners have seen emails such as the one above with different variations. But they all sum up one thing very well – Nikon has been blatantly trying to cover up its D600 sensor dust issue and lying to its customers about the camera’s faults. Obviously, such bad communication from Nikon only caused more damage to the company, because the company was taken to court through a class-action lawsuit. Interestingly, Nikon very quickly reacted to the lawsuit by issuing a Service Advisory. If you have a chance visit that link and check out some of the comments left by our readers – you will quickly understand just how frustrated many D600 owners really feel.

It did not take long for media to catch up with the situation. Two days ago, The Wall Street Journal published an article (followed by Reuters and a number of other news outlets) about Nikon’s shares dropping to a five-week low after a Chinese television show criticized Nikon for mishandling the D600 dust problem and denying fair treatment in after-sales service. And the effect of this going public again? Nikon immediately responded that it was taking the report “very seriously”, according to the WSJ and Reuters. Sadly, it seems like the only way to get Nikon to respond to its problems is to make their case public.

Why on earth would Nikon do something so damaging to its reputation, its customers and its shareholders? As parents, we tell our kids not to lie when they make a mistake, because they get in trouble for two things – for making a mistake and for lying. And we tell our kids that making mistakes is OK, as long as they tell the truth and do their best not to do it again. We are willing to quickly forgive and forget, whereas listening to a lie when we know for a fact that it is a lie only makes us angrier and frustrated. This is child education 101. In contrast, Nikon is a global company and their name is among the most recognized brand names in the world. Ask someone that does not own a DSLR to list the most popular camera brands and you will surely hear Nikon as one of the first in the list. Being such a big name, I do not understand why Nikon would try to cover up its mistakes and worst of all, publicly lie to customers about such an apparent flaw.

Such behavior is not as rare as one would hope, and not restricted to camera market. Despite my fear of spawning a heated debate between Apple fans and haters, I remembered a similar situation with their iPhone 4 model, which suffered from extremely poor reception when held in hand by its sides. The reason was the phone’s antennas were integrated into the metallic frame. It was a design flaw. You could easily understand how upset one would be after finding out that he couldn’t really use his brand new, jewel-like and expensive iPhone. What was Apple’s initial response before they released a dedicated Bumper case to solve the reception issues? Mind you, this is not a quote, but basically what they said was “you are holding it wrong”. In other words, Apple refused to acknowledge there was a problem with iPhone 4 reception quality under normal use. I cannot say if they stuck to such claims. All I know is that the successor to iPhone 4, the 4S, had no such problem.

Japanese are said to resent failure. Yes, releasing a defective product is a failure. Failing to acknowledge it, however, is much worse. Ever since Nikon failed to acknowledge they released a product with a manufacturing defect, we’ve been hinting at their appalling disrespect for their customers again and again. Japanese are also said to value honor. An honorable thing for Nikon to do was to admit they released a defective product and fix it. They waited until the last minute – only after their case went public. At the same time, Fujifilm has managed to impress us like no other company before with their honest attempts to deliver, even if things did not go well at first. Best examples of their gigantic efforts are the two original X-series cameras – X100 and X-Pro1. Since those cameras debuted the market, Fujifilm has completely transformed them by continuously issuing new firmware. When was the last time Nikon went back and added a new feature to its cameras? And how did Fuji react to the latest light leak issue on the Fuji X-T1? They immediately responded by changing the manufacturing process and offered to fix ALL of the affected cameras on the market, free of charge. So, it has nothing to do with being Japanese – after all, we are dealing purely with a rotten, self-centered corporate culture that has been slowly killing Nikon.

With Fujifilm’s shadow falling on Nikon, the latter manufacturer’s ignorance is, if anything, even more shocking. By choosing to take their customers for fools, they lost the respect of quite a few of them, myself included. Where is the honor in running away from a mistake rather than facing it, doing everything you can to fix it and not fall in the eyes of your customers? Fujifilm has proved customer support is vital for a company to build a loyal user base. They’ve been at the compact system camera game for less than two years and yet I have the utmost confidence and respect for the manufacturer. Nikon has a lesson or two to learn, because in the long run, having good lenses and cameras will not matter if there is no one to use them.

What makes a company successful? In no way am I suggesting that Nikon is a bad camera manufacturer. It is not. With so many impressive lenses and cameras produced generation after generation, it is not going anywhere anytime soon. My beloved D700 has not failed me once – I have complete and genuine trust in that camera under any circumstances. The Nikon D800 is still the best high resolution DSLR on the market, two years since its debut. So I am not here to suggest to switch to another brand, because manufacturers leapfrog each other all the time. Nikon may seem to be at the top for many on paper, but Canon is nearing – the 1DX and 5D Mark III, for example, are on par with their Nikon counterparts. I’ve had the pleasure of briefly using the 5D Mark III and was genuinely impressed by it and would not be at all surprised if the next generation of Canon’s top-end cameras would prove to be technically superior to Nikon offerings. But losing trust in a company – losing loyalty – is a different matter. A company draws clients by providing attractive products. It keeps its clients by earning their trust and respect, by respecting them in return, by earning their loyalty and dedication. And, when faced with downfalls, such customers will never doubt that the company is willing to do anything for them. I am not talking about fanboy-ish behavior, but a different thing entirely. I am talking about justified loyalty. The sort of loyalty Fujifilm is earning right now, with each camera, each lens, each feature-full firmware update they bring. It’s not like they haven’t made mistakes. It is that they did their best to fix them, and I have no doubt in my mind that they will continue to do so in the future, because their dedication to improving their products is part of what makes Fujifilm users a happy bunch. Why wouldn’t a X100 owner be happy, if he gets updates three years after its release, even after a successor was already released. That’s what I call dedication, that’s what earns a company long term customers.

There was nothing wrong with the original Nikon D600, nothing that needed a new model to fix. It had a problem and it had to be recalled and patched up. If Nikon was initially scared of financial consequences of a recall, it is now paying a whole LOT more. If this situation does not teach Nikon a lesson, I just do not see how it can survive in the long run. We are being polluted by new DSLR cameras several times a year. In my opinion, Nikon’s would have been much better off if it concentrated on a smaller number of advanced cameras, focused on customer service and satisfaction, and finally brought a truly competitive mirrorless offering to the market, instead of giving us yet another crippled, overpriced CX camera.

Comments

  1. 1
    ) Amit
    March 18, 2014 at 2:31 pm

    Hi Nasim,

    Nikon USA (Los Angeles CA service center) is replacing the faulty D600 with brand new D610 camera body. To get the replacement you need send your camera at least for 3 times with same issue. After 3rd time you can ask for replacement and they will replace D600 with D610 camera if they can not fix the issue.

    • 16
      ) john bartolome
      March 18, 2014 at 3:00 pm

      Is that really the case what Nikon is going to do? I just sent my D600 for a 2nd round of sensor/oil/dust clean up, and maybe a sensor replacement… but I didn’t know about replacing my D600 with a brand new D610 body. Has anyone got their D600 with a D610?

    • 22
      ) Randall
      March 18, 2014 at 3:19 pm

      Nikon NY has had my camera 6 times. 2 shutters and many cleanings. I asked for a replacement or a refund and was told to upload my receipt and they would sent it to corporate. We’ll they came back and said I will NOT be getting a refund or replacement. So much for raising a mans hopes. At this point I absolute loath Nikon and consider it one of the worst companies I have ever dealt. If there is a lawsuit I will be sure to collect whatever I can. Until then I will send it back every time the dust returns so they spend even more money “servicing” it the a refund will cost.

      • 138
        ) Harish
        March 19, 2014 at 11:18 pm

        Randall,
        you do realize that the camera will be collecting dust (literally!) in the repair shop. I have had mine sent twice and I am done. I am going to clean it myself. I spoke to the attorney before I did that and they said I was free to do so. I did collect all my evidence and post it though. It takes about 15 minutes. I totally understand your frustration and think you should contact the attorney with your case. Just a few cents.

    • 167
      ) Tom Vbg
      March 21, 2014 at 12:58 pm

      I had my D600 sent to Nikon Stockholm Sweden 3 times during the autumn 2013 for dust and oil issues.
      Immediately after receiving I’ve found a piece of glue/tape on the sensor. I’ve called the service center but they denied any problem with the D600.
      However, I did contact the shop I’ve purchased the camera from, informed them about the case, and refeered to some Swedish purchase laws, and I got a new D610 back.
      Great action from the owner of the store, not great action of Nikon service center.

    • 176
      ) whisky
      March 24, 2014 at 9:54 am

      the lemon laws of many states necessitated Nikon offering replacements. here in California if you return an item 3x for the same problem under warranty, the law requires a replacement. countries, regions, or states which don’t have such consumer protections are under the mercy of Nikon’s legal framework for repair.

      this may explain the difference between Nikon’s European, Chinese, and North American responses.

      • 178
        ) David Ahn
        March 24, 2014 at 4:15 pm

        Great point, Whisky, I wasn’t aware that the California Lemon Law applied to all consumer goods above $25, I think I read, for up to 4 years after purchase. But I was under the impression you still had to fight for it, which is why thy have lemon law attorneys.

  2. 2
    ) Aqqalu Augustussen
    March 18, 2014 at 2:34 pm

    That’s a very good article. I do also own a D600, and I can tell you that i’m also upset about the whole dust issue. My D600 is right now in Denmark to get the shutter mechanism replaced. I had to send the camera from Greenland to get it fixed. All i haft to do is pay the transport from Greenland to Denmark. But still around 50$ out of my pocket annoys me. Hopefully I will soon get my camera back. It’s still a very good camera.

  3. 3
    ) Torsten
    March 18, 2014 at 2:37 pm

    Bravo Romanas,

    i am experienced in Nikon (main system) but also Canon SLRs and a proud owner of a x100s. I could not have written it better. We share the same opinion and Nikon is currently placing last in terms of service quality. :(

    Greetings from Bavaria/Germany,
    Torsten

    • 5
      ) Torsten
      March 18, 2014 at 2:39 pm

      (additional Info: i talking about D4 + D800 + 1.4 and 2.8 lenses)

  4. 4
    ) Darilov
    March 18, 2014 at 2:38 pm

    You nailed it. Awesome article !I hope the Nikon CEO reads it and takes notice.

  5. March 18, 2014 at 2:41 pm

    I agree totally. I have moved slowly away from Nikon not because of the quality of their products, but mostly because of the quality of their attitude. As a working pro I never thought I’d be saying that as I have used Nikon most of my working life. But loyalty is not a one sided thing – it’s like a marriage or relationship, it can’t be one sided. And you need to be able to trust in the ethics and morals of your “partner”. I just don’t feel I can do that with Nikon anymore.

  6. 7
    ) Luke B
    March 18, 2014 at 2:41 pm

    The Japanese ethic does not permit for apology no admission of responsibility. Lets go back to WW II. The Japanese used biological ‘weapons’ on the Chinese, among other atrocities (which the Chinese were not the only ones to suffer, e.g. the Bataan Death March) . The reason why the Chinese have it in for the Japanese is because the Japanese won’t apologize. The will admit to no mistakes, errors, nor wrong-doing.

    Same is true for Nikon, obviously. When the Class Action Suit gained traction on the 600, Nikon had a change of heart – realizing they would spend a fortune in legal fees, and still have to resolve ‘their’ problem in the end.

    Its a shame, but the way things are with Nikon and, it will take a BIG legal wake up call before they come to the conclusion that its far better to resolve **real** problems rather deny them, and accept that humans do screw-up.

    • 38
      ) Marc J
      March 18, 2014 at 4:27 pm

      I think that you are generalizing too much. It has been mentioned here that Fuji has admitted to several problems with some of their cameras. Fuji is a Japanese company. I don’t think it has anything to do with culture. Did the U.S. apologize for burning people alive during the Vietnam war, etc, etc?

    • 40
      ) chris
      March 18, 2014 at 4:34 pm

      Totally agree. The Japanese nature is not to admit mistake they have committed. They are not like the German, they admitted that they had made mistake and did a formal apology.
      This time, Nikon have a good lesson. Yesterday, I saw some comments on Nikon Rumor, some people are still defending Nikon said there were politic involved on the ban by the Chinese. I found those are naïve and simple, they never check thing in details, don’t know anything Nikon has done, stupidly hurting themselves. I have a D600, when they launched the D610, I was really not happy. The shutter was replaced by Nikon Canada due to the law suit, I have not done a complete test yet after receiving it from Nikon, hope no more problem , if the dust problem persist, will send it to them again without hesitation.

  7. 8
    ) Kevin
    March 18, 2014 at 2:41 pm

    I own a D7000 and a D90, so I was spared the (justified) anger of D600 owners. I gotta say though, this post is spot on. I love my camera bodies, but after seeing how D600 owners were treated over the last year, I started looking elsewhere for new lenses. I now own a Sigma 18-35 F/1.8, and I gotta say: if you don’t have one yet, or haven’t tried one, run and do it. It’s pretty epic.

  8. 9
    ) Georgi
    March 18, 2014 at 2:43 pm

    Nikon pulled up the same stunt with the swap of SB-900 with SB-910!

    I had mine sb-900 serviced twice because of overheating issues! Both times I payed over 100$ just to see SB-910 released – exactly the same flash but with minor design changes and the heating issues fixed!

    So glad I left that brand after 10 years of loyalty!

    Shame on you Nikon!

    • 27
      ) jesse
      March 18, 2014 at 3:31 pm

      Nikon appears to be more interested in introducing firmware that would not allow the use of aftermarket batteries. Shame on Nikon, instead of helping customers with basic problems, it appears to be more interested in capturing the market for accessories. I feel bad for the workers and engineers at Nikon that their hard work is earning disrespect because of some business minded managers who possibly have nothing to do with photography otherwise (for if they did, this isn’t the way Nikon would be behaving)

    • 70
      ) Richard
      March 18, 2014 at 9:15 pm

      I certainly understand your sentiments. Nikon shareholders really should force management out to attone fore their misdeeds. The equivalent ritual seppuku may be the only way to restore trust in the company. The management must go!

      A young man I know who has entered the profession as a full timer last year opted for Canon kit. I believe he is typical of the younger crowd. Canon has a vastly more friendly professional services division. They even have a try before you buy rental system. It has resulted in him making several purchases. Frankly, the ergonomics of their bodies are better than Nikon’s. I have remarked on several occasions that if I were starting out or had to start over, I would give Canon a very close look.

      Yes, I am aware that Canon have also had customer service issues. I am even aware of one person who “went atomic” on Canon after repeated problems with one of the lenses he relied upon for much of his work. He is a rather bombastic sort and I think Canon, wisely, opted not to get into an online pissing contest with him, realizing that the damage to their reputation would far outweigh the cost of bringing the matter to a conclusion. Besides, he had documented repeated monumental screwups.

      My Nikon kit works and I am not under pressure to get arid of it, but I understand those who do. It’s a sad state of affairs.

  9. 10
    ) Carlos Aliperti
    March 18, 2014 at 2:44 pm

    Congratulations on your text, excellent in content and very well written.
    I have a D600 and my frustration regarding the disregard Nikon was exactly the same as yours.
    My camera was for the Nikon of Brazil to exchange the defective mechanism, as was established in the recall.
    I have not received my camera but hopefully the problem has been resolved, however, does not diminish my disappointment with an industry that I had as a benchmark in quality and respect for their consumers.

  10. 11
    ) Georgi
    March 18, 2014 at 2:44 pm

    I won’t be surprised if someone take them to the court over sb-900/sb-910 swap, as well!

  11. 12
    ) Robert Helms
    March 18, 2014 at 2:45 pm

    The point is that Nikon have consistently denied that the D600, D800, D800E and the early Nikon 1 had problems. All of those cameras had significant problems. at least according to customers who bought them. At some point one has to trust that so many consumers are not wrong and not imaging things. As an architectural photographer, I have been waiting for something like the D800E for a few years but I will be blowed if I am going to buy a comers that has significant autofocus issues. Unlike the old film cameras, these DSLRs do not have the really high quality optional focusing devices so the autofocus matters.

    As an investor, I wold avoid Nikon like the plague. Were I an employee, I would be urging the Chairman to commit hare-kiri as an atonement for the sins of the company.

  12. March 18, 2014 at 2:48 pm

    I owned a d600, it went through 3 services with Nikon = 3 sensor cleanings and 2 mirror replacements. Each time, within 500 or so shots it would start to build up oil spots. I finally wrote a letter to the service center specifying my goal of receiving a d610 or a full refund. I stated in polite language my feelings about the issue, how a company should be loyal to the promise of delivering a product free of defects and also (in the most polite of terms) that I would continue to seek compensation by whatever means I could find.

    I was provided with a full refund based on my original receipt and providing a proof of purchase from the d600 box. I used the money to buy a d610 and after a full year I have the camera that I wanted.

    I agree that Nikon should own up to the issue, but as consumers (and by that I mean adult behaving consumers who can speak respectfully to other adults) we have the ability to hold companies responsible. Yes it did take me a full year of services and the patience of writing a letter, talking on the phone, providing proof of purchase, etc. In the end Nikon did honor what I pointed out as their responsibility. If you have issues with your camera, don’t waste your energy on forums, take the matter into your own hands like I did and demand satisfaction however you define it.

    • 57
      ) Tim Herring
      March 18, 2014 at 6:52 pm

      WTG Eddie !
      Disappointing it takes the persistence and patience, but the unfortunate reality is that seems to be what is needed. As mom use to say, you catch more flies with honey, than with vinegar. :)
      Persistence alone is omnipotent!

  13. Profile photo of Daniel Michael
    14
    ) Daniel Michael
    March 18, 2014 at 2:49 pm

    Nice article Romanas!

    It’s been on the tips of everyone’s brain recently. You and I have discussed the Fuji / Nikon paradigm before and I was actually happy when the X-T1 developed a light leak issue. Not because I didn’t want it to succeed (it looks like an awesome camera!), but because I wanted to see how Fuji dealt with it compared to Nikon. Yet again, they surprised me (and I shouldn’t have been surprised really) with the speed and response of what they did. In fact, in a single stroke, Fuji’s dealing with the X-T1 amplified Nikon’s D600 problem and brought it back into the forefront of people’s awareness.

    There are many examples like this where big companies who in their arrogance think they can sweep customer problems under the carpet only for it to come back and bite them.

    Regards,
    Daniel

    • 51
      ) HomoSapiensWannaBe
      March 18, 2014 at 6:34 pm

      Fuji have apparently already improved the tactile response of most buttons on the X-T1, in addition to fixing the light leak.

  14. 15
    ) Charles
    March 18, 2014 at 2:59 pm

    Agree with you that Nikon has damaged its brand among its semi-pro and enthusiast users. The passion and loyalty among this group accounts for a whole lot of (sustained) revenue for Nikon. The good news (at least in the short term) for Nikon is that switching costs are high. But things are changing.

    I love my D700; it was the basis for purchase of lenses totaling several times the cost of the body. The D600, my choice for a second body, has not inspirited the same kind of passion. I have never liked the focusing system. Rather than put the best into a dynamo camera, they tried to tier us and hold back the jewels, well after having had the D700 51-point focus system, the D600 disappointed. I live with the D600 (now at the service center for the dust remedy), but when it came time to purchase a mirrorless camera, I looked beyond Nikon. The magic was no longer there for Nikon: alleged problems with the D800 focus, the D600 dust defect, and an inferior focusing system in the D600 and mid-range cameras. My Nikon kit is kind of frozen in time. Useful, but I find I take many more photos with my Olympus OM-D than I do with the Nikon bodies. The Nikon kit becomes niche equipment for when I need higher performance. But as the mirrorless capability gains, what then for Nikon? Fewer and fewer instances when the pro kit is required.

    Which brings me back to your point about customer loyalty and enthusiasm. When you are happy with the products and your relationship with a manufacturer, you tend not to look elsewhere. When quality is suspect and the models and configurations no longer make sense (seeming to be designed for profit maximization rather than for excellence of the experience), you are willing to look elsewhere. My new lenses are micro 4/3 lenses, not Nikon FX. The V1/V2 was an inferior product, and Nikon’s reputation as a manufacturer had suffered in my eyes, so no reason to stick with Nikon. Nikon lost me to the competition in the expanding mirrorless world.

  15. 17
    ) Jim
    March 18, 2014 at 3:05 pm

    At the risk of further beating the dead horse, a final comment: If Nikon has an “improved shutter” (from the D610) and fails to use it to fix the D600 issue, they are being extremely stupid. Further, I believe your thoughts are right on. A world class company needs more than just excellent products. In dealing with their customers in an honest forthright manner, Nikon is falling woefully short. As you note, there are other valid choices for cameras out there and going forward the distinguishing feature between companies may well turn out to be service. We should expect more from leading companies and here is a chance for Nikon to show why they deserve our business. Let us hope they rise to the challenge.

    • 53
      ) HomoSapiensWannaBe
      March 18, 2014 at 6:37 pm

      It could be that the original D610 shutter will not fit the D600 and the original D600 shutter had a manufacturing defect (faulty plating?) that has since been fixed. It also may be that the shutter maker (Copal?) is paying for the repair costs? Who knows for sure since Nikon thinks that by avoiding taking specific responsibility for the defects, their image is somehow less tarnished? Crazy!

      • 60
        ) Jim
        March 18, 2014 at 7:05 pm

        Good points. From reading about the D600/D610 it seemed that they were the “same camera”. If subtlety different internally then a D610 replacement part might not work. Nikon’s lack of guidance continues to contribute to our ignorance.

  16. Profile photo of David Ahn
    18
    ) David Ahn
    March 18, 2014 at 3:10 pm

    Great thoughts. I agree with all major points, about directly confronting issues and fixing them.

    I know you’re trying to be unbiased, and this has nothing at all to do with your main point, but I beg to differ however on the 5DIII being “on par” with the D800, its market counterpart. I switched from 5DII to D800E because 1) I hated the chroma noise in my 5DII sensor in shadow areas even at ISO 100-400 and the 5DIII did not address this flaw; and 2) the D800 has 2 stops of dynamic range over the 5DIII. The 5DIII IS a great camera, and I’ve seen great photos made with it, but it is an inferior tool when it comes to noise and dynamic range. In fact, even the X-trans sensor is superior to the 5DIII in noise and dynamic range despite being APS-C.

  17. 20
    ) Dick
    March 18, 2014 at 3:11 pm

    My early D7000 had soft focus problems. I thought it was me although through the years and being a shooter, accuracy and precision and a gentle squeeze is how I maintained my ability. I traded it for a D3200 after so many photo’s had fuzzy edges. I became very disappointed with Nikon. Waited for the D800 before purchasing…waiting until focus and shutter issues seemed resolved.

    I recently purchased a Sigma 105mm F2.8 rather than the Nikon. Reviews were better, price much better. It seems good so far. 3 years ago, I would have Never purchased a competition’s lens.

    My question is: How does Romanas Really Feel? If his article used toned down rhetoric, I’m sure a curbside discussion would really be revealing!

    What a great article. Honesty trumps all.

  18. 21
    ) Jay
    March 18, 2014 at 3:14 pm

    I’ve got to say that I was run off the dpreview website as I urged people to wait a few months before buying the D600. I so much wanted to buy a Nikon thinking back to my Nikon F days as a youth. But a few years back I changed to Pentax. I’ve been frustrated with Pentax for years as they slowly brought out SLRs late to the market compared with Cannon and Nikon. But when the K-3 came out a few months ago, I felt that they leapfrogged the market with this APS-C camera. Indeed many people are calling the K-3 the Nikon D400 that never was!. I hope that Pentax and others use this opportunity to edge Nikon slightly and gain their rightful place in the SLR lineage. Their has been three very important firmware upgrades already on the K-3 — all meeting the needs of the Pentax community.

    But the next camera will be a mirrorless for me. I will be agonistic with the brand when I select this camera. I think Fuji and Sony are in the lead in this area for now. But in a couple of years, we will see what the mighty Cannon and Nikon will do!

    • 54
      ) HomoSapiensWannaBe
      March 18, 2014 at 6:39 pm

      Wisdom: Always avoid buying a first generation product, and avoid any product when it is first released!

      • 69
        ) Pankaj
        March 18, 2014 at 9:09 pm

        Yup, you are right. Learnt it myself, in a hard way though.

  19. 23
    ) Jakes de Wet
    March 18, 2014 at 3:19 pm

    I must commend Eddie Wilson for his way of handling the problem, I think if a lot more people would follow the approach they would have better results. I had a D600 and sold it after 42000 shots, never had a problem. My D800 had focus problems and after working with Nikon and in the process having my 300f2.8 lens calibrated with the camera, not only was the problem solved but the effort they put in to have my lens with all 3 TC’s calibrated was fantastic. From my film Camera’s through the D90,D300, D700,D600 and now D3s and D800 with 300 f2.8, 70-200f2.8 and the 24-120f4 all I can say is that I am very happy with my equipment. In my business, I have let down customers unintentially a few times, each one that handled the issue with respect and a sense of some understanding have seen their problems solved and are still loyal customers. I cannot and will not comment on other brands as I have invested not only money but time and experience in the Brand. Like with Land Rover, many people can only complain about LR. I have crossed many parts of Africa, with my Nikon’s and LR.

  20. March 18, 2014 at 3:22 pm

    If only to show any Nikon executive who reads this that there is widespread support for Romanas’ position, I write to add my two cents. A company is only as good as the trust is can engender with its customers. Great products can be copied, but great service and trust can help a company weather product quality storms. My D4 and D800 are great cameras, but my confidence has been tweaked. I now think just a little differently about Nikon, and I am more susceptible to a competitor’s message. I hate to feel this way, but that what happens when a company makes it clear that customers have diminished value.

  21. 25
    ) Srini
    March 18, 2014 at 3:23 pm

    Awesome piece Romanas. Well done.

    I’m in the market for a DSLR trying to choose between D610 and X-T1. The more I read about Nikon customer woes, the more I’m moving away towards Fuji or perhaps Canon.

    The bottom line is this: customers are the kings.

    • 26
      ) Srini
      March 18, 2014 at 3:30 pm

      * moving away from Nikon towards Fuji …

      Sorry.

    • March 18, 2014 at 3:43 pm

      I thought a long time about D610 vs X-T1. The result?
      I bought a used D700 last week :D

      • 33
        ) Srini
        March 18, 2014 at 4:07 pm

        Enjoy and have fun with your D700. I wanna buy an FX; that’s why I have not gone the Fuji way yet.

        • March 18, 2014 at 4:13 pm

          It’s a really hard choice.
          The X-T1 does deliver on features that I associate to Full frame bodies :
          * very good image quality. X-Trans is at least on par with D700
          * huge viewfinder
          * very shallow DOF with the new 56 1.2

          I went with the D700 because I already have an X100s if I need a small body, I own 8 Nikkor lenses and it was cheaper than the X-T1.
          Anyway, I think you can’t go wrong with either one.

          • 76
            ) Srini
            March 19, 2014 at 2:46 am

            Thanks. I will probably get the Fuji as I’m no longer comfortable with the other(s) after sales service in Europe/UK.

            • 83
              ) Neil
              March 19, 2014 at 7:09 am

              Also consider that with Fuji (or other mirrorless) it’s easy to use many vendors’ lenses in manual focus mode (MF is easier with Fuji, don’t have experience with others). It’s been great picking up old MF lenses that are still great but cheap.

  22. 29
    ) RIck Lunn
    March 18, 2014 at 3:40 pm

    Amen, Romanas! I don’t know if anyone has said it better. I have been a loyal Nikon user since the mid 70’s and have always been very proud of using the Nikon brand. However, over the last several years I have been thoroughly disgusted with the attitudes that the people of Nikon are portraying to the loyal users of their products. Not only are they unwilling to admit to faulty products, but many of the products that they are releasing are of no interest. (i.e., D00 to a D610 or a D4 to a D4s, and making an already subpar software even more subpar!) It seems to me that Nikon has clearly lost sight of what made them the most sought after camera equipment in the world, to trying to play catch-up with several of their competitors. It will really be interesting to wee what happens in the next year or two. If there is not a D400, D800 or their equivalents in the next 4 to 8 months, I feel Nikon will see a mass migration of loyal users to other and better options.

    • 55
      ) HomoSapiensWannaBe
      March 18, 2014 at 6:42 pm

      Not to knock the popularity of Nikon, but Canon are by far the most sought after camera maker based on actual sales.

      • 68
        ) Rick Lunn
        March 18, 2014 at 9:05 pm

        I won’t argue your point. I guess I was referring to back in the 70’s and 80’s. I would agree with you now that Canon has pretty much left Nikon in the dust. Except for a few exceptions. I currently have $75,000.00 in Nikon equipment. At this point it is impossible to change to a new brand. However, if I were to change I would also stay away from Canon. I also shoot Leica M7 and M9, and if I do spend any money I will save for that system.

      • Profile photo of David Ahn
        74
        ) David Ahn
        March 19, 2014 at 12:30 am

        Agreed that Canon indeed has at least double the market share overall in DSLRs. Canon has been much better at marketing, and it shows in its dominance in consumer market share. But a look at pro photographers and prosumers would look much more even, especially in landscape and portrait photography where pure IQ matters more than speed.

  23. Profile photo of Steve B
    31
    ) Steve B
    March 18, 2014 at 3:54 pm

    Excellent article, Romanus. Well done.

    I bought a D7100 last year as my first DSLR. The sharpness has been terrible right from the start, even with a second lens, tho’ it seems to lock in focus quickly. It’s not a case of camera shake and does not appear to be a mild case of front/back focus. NOTHING is sharp.

    Numerous calls to our Nikon have NEVER been answered, only getting a recording stating office hours in EST (I live on the West coast).
    I finally found time yesterday to visit their office in person where the receiving lady spent most of her spiel informing me of what happens if the repairs DON’T fall under warranty, instead of focusing more on the camera’s issue. She failed to properly compose the REAL picture ;- )
    I really was not impressed as it seemed it was all going to be blamed on me.
    We’ll see what happens in the next few weeks of repair time.

    I really like the camera -a lot- but if they don’t fix the sharpness under warranty, I’ll be selling my Nikon without hesitation, and buying another brand. Hopefully one that cares more about product quality and customer satifaction.

    • 165
      ) Peter L
      March 21, 2014 at 9:45 am

      Hi Steve. My D7000 is acting so much like your D7100. I have contacted Nikon and one reply says that the photos are soft and the next says to fine tune the AF and closes the case. It is not front or back focus. It is no focus and they seem to not get it. I have done everything that was asked by Nikon to and still most of the photos are soft. Even had a pro use my camera for a day and he was shocked to see that 3 out of 4 photos were soft. In the photos that are soft, there are no areas in focus and it is not camera blur. The photos that are in focus, are great shots. I now set my camera on continous and hope like hell that a few will turn out. Sad way to photograph. If I cannot get this straighten out, I will sell the Nikon and lens and more than likely go to Olympus.

      • 171
        ) Steve B.
        March 21, 2014 at 9:48 pm

        Hey, Peter – Sounds like we have the same issue. At first I thought it was just me being new to the camera and my crappy eyesight but it wasn’t long before the comments from others started to pile up about the lack of crispness in my shots. I peeled off nearly 500 shots at a recent monster truck show using a new (to me) lens and was happy with my composition but totally disappointed with the lack of sharpness. Shot numerous birds in the backyard (we have owls and Bald eagles down to little, itty, bitty birds) and nothing worked even when they were stationary. Used a tripod and focused on some birdfeed on the railing and had to stop down to a point where the shutter speed was ~2 seconds in broad daylight! Even then it wasn’t Nikon sharp anywhere. My ‘trash can’ button is showing signs of wear. Aside from the softness, the D7100 is a great camera. No dust/oil spots of the D600 fame, fast everything.

        I understand this isn’t a perfect world and manufacturing problems exist but Nikon seems to be in complete denial of responsibility. I shouldn’t have to worry whether this issue is under warranty – it’s a manufacturing defect. I’ve had the camera for 10 1/2 months, been trying to contact them by phone for nearly half that time. They’ve had the camera since Monday (4 1/2 business days) and haven’t heard from them yet so maybe things will work out. No news is good news?

        • 175
          ) Peter L
          March 23, 2014 at 8:42 am

          I do love my D7000 and d0 not have oil spots. If and when the camera does nail the focus it can produce awesome photos. The reason I was following this post was because I really want to buy a D600 or D610 and use my D7000 as a back up but I am now going to hold off for a while. I am not comfortable with Nikon customer service due to the way I was treated by them.

          I am hoping they fix your focus problem Steve. Please let me know how it works and where it was worth sending it in.
          Thanks
          Pete

          • 190
            ) Steve B.
            March 31, 2014 at 1:58 pm

            Well, Nikon has had my camera for exactly two weeks now – without a word from them. I should be hearing from them soon. If not, they’ll be hearing from me!
            Another aspect of Nikon’s lack of service is that there is really no choice as to where to send products for repair. In Canada, there are only three Nikon locations – with only one west of Toronto. With no other “authorized” repair centres, it’s difficult to get a ‘second opinion’ or even simple repairs done (without voiding the warranty).
            I’ll post again when my unit comes back home.

            • 192
              ) Jim
              March 31, 2014 at 6:09 pm

              Same experience. Call them. They told me they needed some “contact” info, which I provided via e-mail. See what they say. Anyway from to UPS to return was one month. You are half way there. Keep the faith.

            • 195
              ) Steve B.
              April 2, 2014 at 5:34 pm

              Got my D7100 and kit 18-105mm back this afternoon. I wish I could use some very colourful language but being a family photography site, I won’t. And just for additional info, this camera/ lens combo has less than 2000 shots taken and always babied.

              Upon opening the box, I pulled out the paperwork and read it.
              Camera:
              Service Repair Rank: B2
              Firmware Upgrade
              Adj Focus System
              General Check and Clean

              Lens:
              Service Repair Rank: B2
              RPL (Replace) Helicoid
              General Check and Clean

              I immediately put all the parts together – lens, battery, sd cards etc. and took it all outside for a quick spin – only 4 shots. Didn’t need more to know it’s going back. At the first attempt of a zoom, the sealing? plastic ring on the lens went traveling with the barrel, exposing the pink gunk they used to ‘hold’ it in place. I slid it back in place and tried a few shots.
              Zoom feels rougher and stiffer than before, focus ring loose and toyish.
              Four shots taken on auto-pilot: none sharp. A daffodil from about 5 feet away is soft. The lettering on the side of my Jeep from less than 15 feet away is an absolute disgrace for a Nikon. A tree’s branches and buds fared not much better.

              BUT! I’ll give it another chance. I’ll take some more photos. I’m not expecting miracles, just a camera/lens that works. I suspect I’ll be driving the 80 mile round trip to the repair centre again soon.

            • 196
              ) Peter L
              April 2, 2014 at 8:40 pm

              So sorry to hear about the problems you are having even after the repair. It sure can be frustrating dealing with Nikon. I had my lens replaced and it seems much better in regards to focus and sharpness. I would be willing to help you if you wish but not sure if you can access my webpage on Facebook. Give it a try and lets see what we can do.

          • 203
            ) Steve B.
            April 3, 2014 at 12:08 am

            Peter,
            I just visited your Facebook page. You’re educating me from afar. I had no idea there are pelicans in Alberta! Extremely nice critter shots there as well. And just had to leave a comment on your Jan 29 flowers shot. I loved the blend of faded colour b/g and having the brilliance of the fore blasting my face. It’s a shame the frog couldn’t make up his mind which side to be on and will be on the fence for… ever.

            • 204
              ) Peter L
              April 4, 2014 at 6:54 am

              They there. Yup we have lots of Pelicans out here in the summer. I just watching them glide by while I am sitting out in the boat. What an awesome sight to see. es thanks for the comment and visit to my site. That photo was my first attempt in creating the black background. I like it and will practice more on wild flowers. Sorry do not understand the meaning of your last comment.

            • 205
              ) Steve B.
              April 4, 2014 at 12:00 pm

              Dang! I just spent the last two hours looking through all your cool photos again and ya know what? I can’t find that one froggy pic – it showed a sunbaked frog snagged on a barbed wire fence. Sorry, I’m getting old. Mixing up memories again. Maybe got crossed with another site. Could have sworn it was in with your deer pics.

  24. 32
    ) John
    March 18, 2014 at 3:55 pm

    I have been a loyal Nikon user for years, and I am similarly peeved at their D7100.

    I had the occasion to get stuck in some rain with a minimal splashing of water onto my camera – and now it’s ruined! What’s worse, Nikon repair has told me they cannot repair it, and I had to spend $100 just to have them tell me this! An otherwise beautiful camera body lies in the trash!

    You would think Nikon wouldd think up something a little more water resistant for such a costly outlay!

    Considering I will be encountering more rain, I’ve decided to sell my whole lens set and switch brands. I now hold a tiny OLYMPUS four-thirds OM-D EM-1 in my hands. Both camera and its lenses pack much smaller and lighter than my Nikon ever did.

    And just look at the YouTube videos showing people running their Olympus cameras under a faucet with no ill effects!

    • 87
      ) Ravi R
      March 19, 2014 at 8:32 am

      John,

      This whole “Weather Sealing” has been stretched beyond limits by users in most cases. Many have subjected their cameras to “Water Proof” tests instead of “Weather Sealing” and most have gotten lucky. Weather sealing means just that… to protect from high moisture, mild rain and such. Not immersing in water!

      As to how much rain splashed in your camera? Is your statements vs camera damage. Nikon can only go by the damage in the camera. For that matter any company would isn’t it? Remember the iPhone getting water damaged in high humidity areas and Apple had to revise the warranty for those?

      You are better of getting a Pentax!

    • 197
      ) Steve B.
      April 2, 2014 at 10:35 pm

      Thanks for the heads up on the non-water resistance of the D7100. Without trying to be facetious here, I’ll have to remember to wear a headband on hot days to avoid sweat dripping onto it.
      I feel for ya, John. I’d offer to buy a lens or two from you to help you unload but if Nikon doesn’t fix my stuff right, I’ll be selling mine and buying the competition’s wares.
      Enjoy your Oly.

      • 198
        ) John
        April 2, 2014 at 11:16 pm

        Well, my Nikon troubles are all gone!

        I sold all my Nikon stuff, and am the proud owner of an Olympus OM-D EM-1!

        Much lighter, smaller, faster FPS, built-in 5 axis image stabilization, and programmable as hell (if you’re into that). Had it about a month already. Only complaint is it’s a little touchy with autofocusing on small objects against a backdrop image, depending on what mode you’re in. Awesome video stabilization. Spot-on sharpness, with crisp pictures at 16 MP rivaling the 24 MP of my former hunk ‘o’ lead Nikon D7100. Built-in chromatic aberration cancellation makes greatly cropped images that are much more usable!

        I consider it not so much a tradeoff, but an actual upgrade over Nikon. No regrets.

      • 199
        ) John
        April 2, 2014 at 11:17 pm

        I also am keeping my Fujifilm X100S for street photos and up-close work.

        • 202
          ) Steve B.
          April 2, 2014 at 11:47 pm

          This all makes me wish I had kept my old Canon AE-1 Program film camera and 35-105 w/macro. Best cam/lens I ever had.

  25. 35
    ) George W
    March 18, 2014 at 4:14 pm

    the only thing I can say “Shame on Nikon”.
    all users of D600 need to recall and replace to D610.
    otherwise Nikon should refound money to all users of D600.

  26. March 18, 2014 at 4:24 pm

    Well said. I recently added Fuji’s x100s to my gear bag (already full of Canon DSLRs) and have quickly become one of a growing number of Fuji believers.

  27. Profile photo of Paul
    39
    ) Paul
    March 18, 2014 at 4:30 pm

    Right on!. I don’t see a good way out of Nikon yet but I’m sure watching the mirrorless development.

  28. 41
    ) Steve E
    March 18, 2014 at 4:36 pm

    Well said, I’ve, over the last 10 years, have easily purchased over $40k in Nikon gear. I have not purchased any Nikons since my 600. I will not ever purchase Nikon gear again if they do not make it right regarding my 600. How can anyone feel comfortable purchasing expensive gear know that if something your stuck with a lemon with no recourse. If Nikon is going to survive as a high end camera maker they better fire the folks responsible for how they handled this and just replace the 600s before they lose more valuable customers. Maybe they are telling us they really only want to be in cheapy consumer camera market??

    I have purchased a fuji XE1 and XE2, A QX1 as well as 3 fuji lenses and a zeiss 12mm because I ve been so very impressed with fuji’s firmware updates and attitudes customer service not mention outstanding build quality.

    Hey I have an idea…. why don’t everyone who has 600 take Nikon to small claims court.The legal fees for them of showing up would certainly be more costly than giving us the replacements we deserve.

  29. 42
    ) Jean S (Fotomode)
    March 18, 2014 at 5:32 pm

    Firstly, I am a loyal customer of Nikon products for over 25 years. In addition I was a spokesperson, an ambassador of Nikon products because I always thought they respected their customers as I respected this prestigious brand. For example, when I went from film cameras to digital, I went from the Nikon F -100 to the D200. But when Nikon have released the D200 Grip, I was shocked to see this grip made of plastic while the camera was made in magnesium. At that time, you could still write emails directly to the Nikon head office in Japan. I told them in this email that they had made a superb camera body, but the solid Grip was cheap and plastic housing. To my surprise, they wrote me back on an email that my e-mail have been send to the engineers who develop the D200 on my congratulations on the good performance of this camera and indeed they had made a mistake by making a Grip plastic and on the next model (D300 which came 18 months later), the grip will be built as the camera. That was an outstanding service after-sales and a strong interest in their customers.

    When the D600 was announced, I immediately ordered this camera to complement my D3s. I used the D600 in the studio and after 2000 pictures, the first spots appeared. I bring my D600 for a cleaning service to my local technician at my own expense, thinking that I had left the camera without lenses for too long in the open air . Then the spots reappeared and I again made it clean at my own expense. Seeing spots were constantly back, I started to ask me questions. Then the problem began to be discussed on the web. So I sent my camera to Nikon Canada who cleaned and replaced a part. After it came back to me, and 500 photos later, spots returned. I again send back my camera to Nikon who returned my camera after they replaced the shutter. Knowing that it was going back, I redid shooting 600 pictures and yes the spots were back.

    Being the first in my area who complained, I had to threaten Nikon I would complain to ” The Office of Consumer Protection,” which governs provincial legislation guarantees consumer products. But is the manager of the store where I buy for years my camera equipment who took upon them to credit me the full amount of D600 and grip. So I tried a Canon 5D MK3 and I finally stayed with Nikon for several reasons including the loss of money that I would have suffered by selling all my lenses and accessories.

    Today, I replaced the D600 with a D800 and I am very happy. I want to say that I was angry against Nikon Canada but I soon realized that the people who met me were required to follow the guidelines of Nikon Japan. Since this episode of Nikon D600, which disrespected and lied to their most loyal customers, I replaced the camera strap Nikon of my camera, I do not promote anymore this brand. And finally, their last error and one of the reasons why I did not turn to another brand of camera is the Nikon Capture NX2 software that I love. It allows me to keep all image optimization settings on RAW (Nef) that I get the development of RAW . With the announcement of Nikon to abandon the CNX2 and introduce the Nikon Capture NX -D , this is a 10 years step back on their software. The company I came to know, to cherish and respect is today a company that chose to deviate from their philosophy of yesteryear, a path that I cannot comply because it is choosing to not respect yourself. (Sorry for my English, French is my first language).

    • 188
      ) Ollie
      March 28, 2014 at 9:07 am

      I agree with you wholeheartedly…..well said.

  30. 43
    ) Bela
    March 18, 2014 at 5:35 pm

    Excellent article, really great thoughts!

    I think the key factor in this situation is called money.
    Recalling large number of units is just a pain for any companies (being it automotive or other consumer electronics company). Recalling and servicing units cause an extra load on companies, it needs to be done with very careful logistics, good timing and eats up lot of resource and time on the manufacturing / repair side of the factory. I guess this is why they [Nikon] never wanted to do this, but they’ve fallen in their own trap.
    I guess if they recalled all D600 units in first place it would have reached much wider community and caused even wider issues…I’m pretty sure CEOs at Nikon were considering as what’s causing the less damage to Nikon reputation….who knows.

    I also own a D7K and had focus issues with it but I was lucky as the place I’ve purchased this camear form was very supportive in my issue and they sent it to calibration…(the owners are also experienced photographers, so they understood what I’m talking about :-))

    Probably it’s best to wait for a little before buying any stuff so based on the users feedback we can see whether it’s worth buying it or not (for example the earlier mentioned D700 or even D300/s are still great cameras, and there were no complaints on them…)

  31. 44
    ) Robert
    March 18, 2014 at 5:55 pm

    Hello Romanas,

    Your points are well taken.

    I decided some time ago that Nikon’s arrogance is for me, a deal breaker. I’ve been a Nikon DX shooter for the past three years but am now going to start building a Fujifilm system. I’m impressed by their X-mount cameras and lenses as well as the high regard they hold for their customers.

    Regards,
    Bob

    • 88
      ) Ravi R
      March 19, 2014 at 8:34 am

      It’s weird. Fuji and Nikon are the same company and yet different management seems to make all the difference….

    • 200
      ) John
      April 2, 2014 at 11:24 pm

      I have bee going Nikon for 7 years, and after my wimpy water splash dilemma (see the posting above), I am a firm Olympus micro 4/3’s user. I also have a Fuji X100S that works like magic! NO MORE NIKON!

  32. 45
    ) autofocusross
    March 18, 2014 at 6:00 pm

    SLR / DSLR cameras are DIFFERENT to normal ‘products’.

    Some love a lens, and buy the best ‘system’ camera for it (that they can afford)

    Some love a camera, and buy the best ‘system’ lenses for it (that they can afford)

    Why this differs from ‘normal’ products is that, if you spend thousands on several lenses – you can’t suddenly change from nikon to canon – you are stuck with your lenses (or indeed, bodies).

    This is WHY Nikon badly failed their customer base – as a marketing and as a commercial mistake. There are many who have bought into the Nikon (or canon, or, whatever) system, and are stuck with the lenses they own, and accessories like flash gear, because they are system product.

    IF Nikon reacted badly to the D600 issue, that is understandable, on commercial grounds, due to cost of repair / replacement issues etc – but, where Nikon went wrong is that, they forgot, this D600 was part of a system. Buyers may well have bought a lens or three that fit this model, and bought into the D600 because they wanted to make the best of those lenses – but Nikon have been stupid, and ignored the system ethos – they are treating D600 owners as if they suddenly got into photography, got a D600 and a lens or two, and then accepted the ‘it’s not the camera’s fault’ explanation.

    They totally ignored the Nikon customers who own lenses for the system, who accepted the hype of the D600 and ended up with, what has proven to be, at best, a pain in the bum, at worst, a con.

    It was, or should have been, easy to deal with this, lets face it, if this happened to a mass market model, such as the D7100 or D5300 the sheer numbers of cameras sold, due to price differentiation (lower cost) would have bankrupted Nikon – so they clearly put more QA into the lesser models, since, a fault on one of those, would mean millions of cameras being recalled, whereas on the D600 – a similar issue would result in just tens of thousands – on any level, Nikon got it badly wrong – customers have long memories, I am sure a lot of D600 owners got out of Nikon when they saw the treatment customers were getting, even if their cameras were ‘ok’.

    This comes down to two or three people in authority at Nikon, making a bad descision – what a shame they have destroyed Nikons reputation, at a stroke. Power in the wrong hands – thats my take.

  33. 46
    ) Thomas
    March 18, 2014 at 6:01 pm

    I was a Canon 30D then Canon 5D mk2 owner. I used the Canons for travel photography. When the D600 was released it seemed to be the perfect upgrade I was looking for – integrated flash, lighter weight, better dynamic range and less chroma noise. Boy did I pick a bad time to switch. My oil-spotted D600 is now back at Nikon for a fix… :(

    • 47
      ) Thomas
      March 18, 2014 at 6:05 pm

      Oh I and I still can’t get used to the reverse twist for lens mounting/unmounting. Where in the world do you turn something clockwise to loosen and counter-clockwise to tighten? A minor detail, but…argh. What were they smoking?

      • Profile photo of Steve B
        48
        ) Steve B
        March 18, 2014 at 6:16 pm

        And I thought it was just me who was lens mount challenged. 50% chance of getting it right, 100% chance of getting it wrong.

      • 56
        ) HomoSapiensWannaBe
        March 18, 2014 at 6:50 pm

        It’s NOT a minor detail. The darn things focus backwards, too! I have owned the original Olympus OM, Leica R & M, Minolta CLE and Canon SLR. All get this right. Alas, even my new Fuji X100s has inconsistencies on the controls as to which way to turn to get more/less of something.

      • Profile photo of David Ahn
        73
        ) David Ahn
        March 19, 2014 at 12:21 am

        Thomas, I moved from 5DII to the D800 a year ago, and I’m STILL not used to the righty loosey, lefty tightey. WTH.

  34. March 18, 2014 at 6:19 pm

    I think this is spot on also. I bought my first Nikon (D800) just two years ago and switched from Canon and was sadly disappointed to see a dirty sensor. It took multiple cleanings before it was brought to my attention that it was not dust but oil getting my sensor dirty. This was of course after the 1 year warranty and Nikon will not fix this defective shutter and take responsibility for the problem despite it happening from the beginning with Raw photos for proof.
    I find the lack of integrity and responsibility for their professional line of cameras to be the most egregious reaction by a company ever. Not only did I spend $3000 for a camera but I have now spent hundreds in cleanings and more to send it to them for repair. This camera is costing me a lot of money to own and not only was it the first Nikon I owned but it will be my last. I will certainly be looking to add to my Fuji camera collection and say good riddance to Nikon.

  35. 50
    ) Steve E
    March 18, 2014 at 6:27 pm

    Should all of us start a movement to start a world web boycotte of Nikon products???

    • March 19, 2014 at 8:11 am

      Oh, Steve, quite unnecessary. I love the D700, love the 85mm f/1.4D, love the AF-S 50mm f/1.4G. My SB-900 never failed me in those rare instances I needed it. I had a D80, which was great. I had a D300, which I adored, too. It’s not a bad company in any way, just.. lost.

    • 162
      ) Rick Lunn
      March 21, 2014 at 8:17 am

      Where would the boycotting stop. You would then have to boycott Canon, because they have had issues. Then GM Motors, then Charmin toilet tissue, oh, I guess you get the drift.

  36. 52
    ) Ernesto Q.
    March 18, 2014 at 6:37 pm

    It sad really, such a top company being lead down the drain. IMHO it’s purely a management problem, pitiful persons in charge failing the companies customer and brand reputation. If Fujifilm releases a FF X mirror Nikon will take a major financial hit.

    • 67
      ) orfeu
      March 18, 2014 at 9:03 pm

      “f Fujifilm releases a FF X mirror Nikon will take a major financial hit.”

      Game over for them in the consumer/enthusiast market at that point. It doesn’t seem like it’s possible yet but a FF X camera that could take advantage of the current Fuji lens lineup along with the current lens roadmap would do laps around any Nikon DX and up to, at least the D600/610.

      Maybe FF DLSRs that are friendly towards the masses was not the way to go… Practically speaking a FF mirroless (like the Sony A7) are a lot more attractive for consumers. They are lighter, less clunky and don’t scream COSTCO tourist and, oh yeah, have great IQ.
      Maybe this is all part of a major scheme to abandon the consumer/enthusiast market and focus of FF pro bodies like the D4S and high-res equipment like the 800. Instead of jumping out of a sinking ship they might as well sink it themselves…. :)

  37. 58
    ) Chris Zeller
    March 18, 2014 at 6:57 pm

    Exactly! I agree. I love my D600 despite the annoyance of dust. I’m not looking forward to being without it during the time I send it in for a replacement shutter. Looking for the appropriate time but there doesn’t seem to be one. Maybe I’ll need to rent a D800 in the interim?

  38. 59
    ) HomoSapiensWannaBe
    March 18, 2014 at 6:59 pm

    Excellent article Romanas, and the comments have been interesting, if often sad.

    Everyone here needs to read Thom Hogan’s new article about how poor Nikon’s product planning and inventory management have become over the past 10 years. This is in addition to always denying QC defects and making pricing/rebate decisions that anger existing owners and prevent new owners (V3 kit price = D7100 with 18-140: Who’s kidding who?)

    I’m procrastinating about sending my D600 for it’s first (and I hope last) repair at Nikon. After 12K actuations, it still has to be cleaned regularly for internally generated dust. I’ve learned to do this efficiently, but not by choice.

    The newly arrived X100s will make sending it off easier. I don’t think I will miss the D600 while it’s gone…

  39. 61
    ) Ed Chan
    March 18, 2014 at 7:28 pm

    Hey,
    I had the D600 for over a year now. It develope problems with dust issues just over 1,000 shots. I work in Japan, and since I do business with the camera shop the fix wasn’t a problem. I knew my warrantee would expire before the end of the year, but I had a assignment in Afghanistan. I wanted to bring the D600 and use it in a dust environment area on top of it’s issues. But decided to had it brought to the shop instead, and use my D800e instead. It turn out they fix the problem with changing the senor and clean the camera. On top of this because of the issues, they said if anything goes wrong it would still be under warrantee. it’s dust free after over 6,000 shots it still clean. I had two of these D600 at one point, but turn in the one with no dust issues. This all because of a friend wanted the free 24-85mm lense with a purchase long story. Anyway, My brother was watching a photo video of the Canon 5 Mark II, a seven hour video. The only problem was the parts inside the camera was generations behind Nikon. But really Nikon was into optics way back and Canon wasn’t even into this stuff in 1917. Remember, Nikkor made all the lenses for Canon way back then too. So, all in all just stick with what works best for you. All company good or bad have there moments… God Bless.

  40. 62
    ) Steven Mullinix
    March 18, 2014 at 7:41 pm

    Well stated . The measure of a company is not how it responds when things are going well, but how it responds when things go bad. Nikon management you dropped the ball.

  41. 63
    ) Gerald Levy
    March 18, 2014 at 7:44 pm

    The Capture NX-D software replacing the Capture NX2 software is the latest deaf dumb and blind approach Nikon takes to its customer base. So after years of using this software, it is a case of ‘you are on your own, and so are all your images’. Nikon will never learn.

  42. 64
    ) Bill Creech
    March 18, 2014 at 7:52 pm

    I think the article express my feelings perfectly!
    I have been a loyal Nikon Customer for many years. Early adopter of the D70 -> D70s -> D80. I had dead pixels and Amp noise with my D80 never fixed. Burned with being an early adopter I waited to buy the D90. Loved the D90 camera and jumped on the D7000 when it came out, but it had back focus issue that eventually got partially fixed and I adjusted my shooting to compensate. When the D800 came out I almost jumped, but waited, my friend and others had focus calibration issues I waited and waited. Then the D600 was announced and again almost jumped but waited. Boy I am glad I waited. The D610 is out now and looks perfect for my photography and growing set of full frame lens. I think I will wait and see what happens. Too expense to switch brands, but NOT buying any more NIKON until I see a change in customer support! I will keep shooting with my D7000.
    Twice burned and eventually learned! Keeping my money and not giving it to Nikon anymore.
    Blessings and Cheers, Bill

  43. 65
    ) AM I Am
    March 18, 2014 at 8:43 pm

    The problem is that it looks like Nikon doesn’t seem to learn any lesson. Few weeks back we all learned about the class action lawsuits in the US (I believe there are three in process). Immediately afterwards, Nikon announces the service advisory and we all thought that finally Nikon was going to put a remedy to all the mess they created.
    But then, just few days after, we hear that in China, Nikon is denying service. Nikon even blames the pollution for the dust on the D600 sensors.
    That only makes me believe that the service advisory was just a legal resource from Nikon to cover their bases in case the class action lawsuits move forward, and their intention has never been to recognize that they put a defective product in the market and to mend that error.

    • 163
      ) Rick Lunn
      March 21, 2014 at 8:19 am

      Now China has banned the sale of any Nikon D600!

    • 164
      ) Harish
      March 21, 2014 at 8:27 am

      AM I Am… spot on. The reactive nature of Nikon is simply to avoid legal hassles (not that they will get away with it). I have my own perspectives on a class-action but the one good thing that does come out of it in the longer term is that companies think twice (or more) before concealing an issue. Their threshold currently is at “if it is life threatening, then admit to it asap. If not, who cares”. This should change. I do not have an issue with Nikon even quietly fixing the issues for folks that have the issue (regardless of how much % is affected) but they haven’t been able to. When they haven’t been able to, they have certainly not been graceful about it (especially in the light of releasing the 610). All they are doing here is buying time.

  44. 66
    ) orfeu
    March 18, 2014 at 8:43 pm

    Great article and the comments only elevate it that much more.

    One thing I that was also not included in the article that I personally adamantly disagree with Nikon and I feel only adds to how far out of touch they have gotten from their customers is the release of the Nikon Df. The camera is technically great (minus the lack of video and infinite number of knobs). The problem I see with that kind of release is the imposition.

    The idea that one can create the that demand for a camera like the Df at that price with the current level of competition is close to being insulting. What happened to anticipating and then meeting demand by being finely attuned with the customer base and turning them into followers/customers (read Leica and most recently Fuji)?

    The writer used an analogy of parenting to compare Nikon’s lack of tact, ownership of their flaws and questionable morals in terms of openness about shortcomings that we all have. To follow that principle, the idea that Nikon responds only when things get to this level is the equivalent of a parent not tending to their infant until the poor thing is done with the crying and is now talking to their neighbors about what happened. The response and attention received from is not a result because one cares about their customer base so much as it is because one is concerned about their reputation in the neighborhood.

    I’m a few months short from graduating, I just finished an amazing internship at a major newspaper in California and have close to 10K to invest in gear that will help me pay for student loans and start a career. I’m not so sure I’ll feel very cared for by Nikon…and I’m not so sure I think they have earned the confidence for me to invest my money in their products.

  45. 71
    ) Patrick O'Connor
    March 18, 2014 at 9:26 pm

    I guess I’m the only one here who’s had a tough life!? My D600 had the dust/oil problem. I cleaned the sensor as needed. Eventually, Nikon replaced the shutter when I sent it in for a different reason. For a while it still got a few spots, but less frequently, and, again, I cleaned the sensor as needed. Relative to my life’s experiences, this didn’t even register a blip. Some of you guys act like your wife cheated on you. I don’t get it. If you have the problem, deal with it as an adult like a few of you have. Nobody likes a whiner!
    Oh yeah… My wife is Japanese and I have a lot of Japanese friends. The few of you who blame this on Japanese culture can kiss my donkey!

    • March 19, 2014 at 8:13 am

      lol

      Thank you, Patrick, for such an emotional comment, I enjoyed reading it. :)

      • 89
        ) Patrick O'Connor
        March 19, 2014 at 9:07 am

        “emotional”? I guess the “kiss my donkey” part was a little emotional but the rest was pure logic. If you have a problem, deal with it. Clean your sensor when it needs it; contact Nikon and even harass them if necessary; go to a different camera system if you’re fed up with Nikon (although this isn’t always a practical solution). Whining (perhaps an emotional word) about it to others isn’t useful. It achieves NOTHING. Other whiners will commiserate with you while more practical individuals (I optimistically include myself in this group) won’t.

        As an aside, it’s difficult to take someone seriously when their avatar shows them…I don’t know, are you dancing?? ;-)

        • March 19, 2014 at 9:14 am

          I am… taking it easy, not holding a camera to my face and shooting the mirror, not merely smiling, not pretending to be serious when I’m not, not smoking (I don’t smoke), not doing any dramatic lighting, not walking into the distance. I guess I’m being.. honest? Simple? Cool? Relaxed? Yes, probably. And dancing. I was dancing in front of the camera. That was a bloody fun thing to do. :)

          As for the emotional, I guess I read your comment like a sort of fun, short, emotional rant. I imagined how you’d say what you said – very quickly, without taking a breath to rest, waving your arms all around and only remembering that you do need oxygen every now and then after you were finished and noticed everyone was staring at you. I laughed at the image. :) And it didn’t even matter if you got the point of the article as I intended, or if I think you are right by saying what you said, I just enjoyed reading that comment. Thank you. ;)

          • 94
            ) Patrick O'Connor
            March 19, 2014 at 9:27 am

            Actually, I often state things in a way, very similar to your description. I don’t notice everyone staring at me anymore, it’s such a common occurrence. :-)
            Similar to the statment your avatar seems to be making, I don’t understand how people can be so calm about life. It’s far too important to take seriously. I guess that’s why I get aggravated when people spend so much time complaining about things that, ultimately, don’t really matter. So…I react by complaining about it!? ;-)

            • March 19, 2014 at 9:41 am

              A paradox, then. ;) But there are a lot of things that don’t really matter. The article’s not about whether it matters or not. It’s just a sum of thoughts, nothing more, and should be seen as such. It’s not an attempt to change the world, change a company, get them to hire me as CEO. ;) just a sum of thoughts. Most are mine, but Nasim added a few of his own, interestingly. To reflect on the latest events.

              Anyway, I thoroughly enjoyed this discussion with you. Here’s for taking things easy ;) Cheers.

  46. 72
    ) Jeff Ashton
    March 18, 2014 at 10:50 pm

    A redundant article that oversimplifies a complicated matter… or maybe overanalyzes a mistake. Nobody is perfect. And there is no perfect solution. Also the Japanese culture valuing honor… common. Just because you make a generalization about a culture that is positive… it is kind of a cheap shot but also sounds in poor taste to suggest what culture values they have, and that they should focus on those values that support your argument.

    Also just so you know… The world is flat now. Especially the business world.

    I own a d600 and I hate having to clean it.

    This is the only article that I have read on this website that really stood out as being weak. But I do agree with your philosophies when applied elsewhere.

    • 77
      ) Anders
      March 19, 2014 at 4:21 am

      Fully agree.

    • March 19, 2014 at 5:34 am

      Jeff, I am sorry that you found the article weak, but then everyone is entitled to his opinion. At the very least I can respect yours.

      As for the values that one should focus on, sorry, no. That statement was not made to simply support my opinion in this particular case. I think the values that I expressed in the article should be values to each and every company, not just Japanese camera manufacturers. I do not even slightly judge them for the D600 issues, no. It’s their choice not to admit there were issues that were, at the very least, insulting to the intelligence of their customers.

      Have a great day!

      • 90
        ) Patrick O'Connor
        March 19, 2014 at 9:10 am

        If Nikon’s customers feel insulted, that’s their problem. I seriously doubt that was anyone at Nikon’s intention. I’m not defending Nikon or their actions. They’re going to do what they’re going to do. We, as adults, shouldn’t allow anyone’s actions dictate OUR actions.

        • March 19, 2014 at 9:29 am

          Feeling insulted and having someone attempt to insult you are two different things, Patrick. I agree one should not be insulted. But the fact that Nikon was attempting such a thing by blatantly lying – and they were lying in the face of their client in the letter that was included in the article – does not show them in the best of light. For the last time, it’s not the fact there was a dust issue. You are right. Go and get it fixed. True. It’s the fact Nikon did not make it easy, they did not acknowledge the issue.

          Here’s an example. If one of my couples came up to me after receiving the photographs and said I did not include a single photograph of them, but shot only pretty flowers and everyone’s shoes, and I said – no, you are wrong, even though I gave them three hundred images of shoes and flowers rather than those of their wedding, I would be acting as Nikon did. If, however, I apologized, told them I made a mistake, gave them the wrong images, ones that I wanted to delete from a 10-year old external hard drive, and gave them photographs of their wedding as soon as possible, I would be doing the right thing. Acknowledge you made a mistake and fix it, if you’ve made a mistake. Not tell your clients they need their eyes checked.

          Going back to cameras and, again, using Fuji as an example, they often release poorly thought through cameras. It was so with the X100 and X-Pro later on. I don’t care. I don’t care one bit. Even if I knew their next camera would also be buggy and fiddly at first, I would not care. I’d purchase it. Why? Because they are not pretending they’re doing better than they are. Because they will improve the product. I trust them to do their best. I don’t care that they need time to perfect their products. I respect them for it, for acknowledging they are not better than they are, for not being big-headed.

          It’s not a matter of whining. And this is not even an issue for the clients. It’s Nikon’s issue. They are the ones that are going to feel the consequences in the long run. The clients, yes, they can always buy something else they’ll be happy with.

          We, as adults, shouldn’t allow anyone’s actions to dictate our actions. No. Dictate – no. Influence – yes. If you give me photographs of shoes and flowers rather than those of my weddings AND say they are actually gorgeous portraits, I am not going to hire you again or recommend you to any of my enemies, let alone my friends. I won’t go screaming at you, won’t go berserk, won’t go whining. What for? It won’t change anything. But you’re not getting me back as a client, ever. Simple as that.

          • 101
            ) Patrick O'Connor
            March 19, 2014 at 10:18 am

            Your example isn’t equitable; it would be more like you paying for a D4 and getting a D3200 and Nikon saying, ‘It IS a D4.’ A better example would be your theoretical couple complaining about spots on their photos (like that tie-in?) but you telling them they must have spilled coffee on them.
            Bottom line, for me, is: companies, like people, do what they do. Like it or not. I agree that their actions should influence your actions by complaining or not giving them future business, etc. but complaining to others (your article), doesn’t accomplish anything and so, (again, in my little world) is whining.
            I think that’s fairly simple too. Too simple to be generating so much debate. If you’re inclined to reply, could you tell me the point of your article (in terms simple enough that even I can understand it)?

            • March 19, 2014 at 10:27 am

              Patrick, it was a hyperbole, yeah, but I do believe it was equitable. And I was not complaining in my article, I was merely highlighting what I thought mattered more – making flawless products or acknowledging problems when they arise. In my opinion, the former is impossible in practice, and so it is the latter, because that’s a step towards fixing the problems.

              Perhaps the point of my article was to finally finish this debate and never get back to it again. The point was to stress the real problem behind the D600 issue, stress how Nikon’s attitude towards their customers is changing as they release more products, and how it’s not going to contribute to Nikon’s well-being in the long run.

              Does my article accomplish anything or not is taking it too seriously. Of course it doesn’t. It merely spawns a discussion, such as one between us. I’m not trying to change a company or “save the world”. Just expressing my thoughts since, lucky as I am, I have a place to do so and people to interact with afterwards. So don’t take the article too seriously. :)

  47. 75
    ) Harry Samuel
    March 19, 2014 at 12:36 am

    While the D600 issue has been on the internet I Googled “CANON defective” just to see how the other guy does with defective cameras. I guess all the Nikon guys only know about Nikon issues. Looks like Canon has some problems too. and on their $6799 flagship, and it is “Black spots” too.

    • March 19, 2014 at 4:53 am

      Harry, as I said. It’s not the defect that is the problem, not at all. It is the way Nikon decided to (not) be bothered about it.

      • 137
        ) Harry Samuel
        March 19, 2014 at 9:26 pm

        I am sometimes surprised how Nikon does things sometimes. I do not know how many D600 were in need of fixing because of the problem. Nikon got bad press as the internet now has enormous reach. The problem should have been a send it in and we will fix it. I still do not know if Nikon will repair a D600 bought used from an unhappy user. I would not expect them to replace the camera send in with a D610, but the D600 should be fixed and fixed right.

        I mentioned the Canon problems because people should know the Canon flagship had problems as well. Canon’s answer was better than Nikon’s answer, but I am shocked either had a problem in the first place. And not to say the Nikon problem was minor, or Nikon’s handling of it was good. I was just very surprised Canon’s $6799.99 flagship had problems.

        As they say the grass is always greener on the other side of the fence, till you see its astroturf.

  48. 78
    ) Sergio
    March 19, 2014 at 4:43 am

    What I have an even harder time understanding is the people who defend Nikon to the death, almost as if any criticism of Nikon is a personal attack on them, telling people to learn to clean their sensors and basically “the problem is with you, not your camera”.

    • March 19, 2014 at 4:52 am

      Sergio, sometimes, the problem really is with the user, not the tool. Often, actually. As for the defending, there’s a word for it – fanboy. It’s not a nice word and not restricted to Nikon or even cameras in general. In fact, fanboyish behavior can be easily observed when talking about all sorts of technology, from mobile phones to cars. And it has nothing to do with loyalty. I understand loyalty. Loyalty is trust, not blindness. When Fuji gets it wrong, people don’t despair, because they trust the company to do its best and fix it.

      • 92
        ) Patrick O'Connor
        March 19, 2014 at 9:19 am

        I’m not sure if I’m included in your target group but I think the part about “the problem is with you, not your camera” is more of an assumption than something stated. Often, these kinds of subjects bring out the worst in people and they say things they otherwise wouldn’t. I hope your dismissive attitude of those you’ve classified as ‘fanboys’ is demonstrative.
        While I could very easily be wrong, and often am, I believe the business practices of both Nikon and Fuji are reflective of their relative market positions. Nikon, between their position as a market leader but also having difficulty meeting their target projections, acts in one way; Fuji, as a relative minor player trying to catch up, acts in another. I don’t think it’s accurate to attribute their practices to the kinds of qualities one uses to characterize individuals.

        • March 19, 2014 at 9:35 am

          Patrick, you are no included in the group. The sort of people who forget to turn the camera on and go shouting it’s malfunctioning are. Or the sort of people that bash every single other company other than that of their choice are. You know the type, I am sure.

          But this specific comment has nothing to do with the companies and their practices. Sergio spoke of people who take criticism directed towards the products of specific companies as personal insults, because they own products of those companies. The sort of people who think the stuff they own is perfect and if anyone says otherwise, if anyone has chosen something else, they are either stupid or very stupid. Again, fanboys. Not a very nice word, but not very reasonable people, either.

          • 108
            ) Patrick O'Connor
            March 19, 2014 at 11:26 am

            Oh. Okay.

  49. 82
    ) Goetz
    March 19, 2014 at 7:05 am

    Why do companies behave like that? Because many large corporations are run by criminal idiots. Once you have worked inside a few large companies you realize that not the hard-working, ethical and intelligent people make it to the top, but the conniving, opportunistic and narcissistic ones. And those people usually do not care about the customers or their employees, but only about themselves, i.e. their stock options. Action is only taken if the shit hits the fan and the stock market, the media or a regulator starts to make some noise. Just look at the recent GM debacle and you can see that not even death prevents a company from “maximizing shareholder value”.

  50. 84
    ) Neil
    March 19, 2014 at 7:26 am

    I’ve been waiting to see if an article like this would pop up on this site soon. Thom Hogan has been commenting on the slow demise of customer service at Nikon for several years now. This article, his many, and some others are like canaries in the coal mine. If Nikon was smart they would take note of the change of tone in their loyal customer base. But then again, they are run by accountants now. This is why their stepper business collapsed. They treated their customers poorly and charged a premium. Other companies came in with better service and cheaper prices.

    As soon as mirrorless vendors find a profitable way to undercut Nikon and Canon with better service the duopoly might be doomed to big cuts in profits.

    There’s a saying in my industry (software): Things rarely change in 2 years but are totally different and unpredictable in 5. In the near term Nikon won’t be affected a great deal but if these policies and problems persist they will have significant trouble long term.

  51. 97
    ) JR
    March 19, 2014 at 9:37 am

    Hello Roman,

    This D600 fiasco has gotten completely out of control and one piece of misinformation from a few individuals has cascaded into complete untruths that are now propagating throughout the net; culminating with this latest report about China banning Nikon.

    The air must be cleared of those untruths and it’s time that some facts be told about the D600’s dust/oil/shutter problem from people that have actually had their shutters replaced.

    First and foremost, I need to say that I was one of THE FIRST D600 users to rant and whine about the D600 and I did that on this very forum. Although I did hit the dust problem(it went away after ~ 2k clicks) , my main issue was not so much the dust, but another problem with the shutter mechanism that caused “over exposing by two stops…because the shutter did not close to the appropriate aperture”.

    This is an excerpt from one of my posts on photography life, in response to a conversation that Nasim and I were having, and as you can clearly see, I was livid:

    “…You[Nasim] would do everyone a favor if you’d highlight these problems in one of your blog posts, instead of chalking them up to ” just like any other product”. Since photographylife.com has so much clout these days, maybe Nikon will be embarrassed enough and recall these cameras if you raised a big enough stink.”

    I was fanning the flames and driving the anti-Nikon bandwagon at that point. Ultimately, causing more harm than good and discrediting a company that, as I learned later on, was trying to solve the problems with the D600.

    A few days after my rant, my D600 was sent back to Nikon and they *FIXED THE PROBLEM* by replacing the entire shutter mechanism with a *new* D600 shutter mechanism. It was NOT a D610 shutter, since the D610 had not yet been advertised.

    The problem with my shutter started happening 5 months after I bough the camera…and….I figured out later on, after Nikon fixed the camera, that I had actually broken the shutter mechanism by borrowing a lens that had a crooked aperture arm that damaged my shutter mechanism. So it wasn’t manufacturing error, but a damaged lens…..yet, Nikon had no problem fixing the shutter that I had damaged. Nikon tech service never once questioned me about how a brand new shutter mechanism could get so mangled(even though they probably figured out that it was user error).

    So, what happened after Nikon replaced my shutter[the one I'd damaged]? After several thousand shutter clicks, nothing but AMAZING images with NO CONSIDERABLE DUST/OIL to speak of. In fact, after reading your post yesterday I went out and shot a clear, blue sky at f/22 and saw TWO DUST SPECS that could only be visible at the highest magnification. My other Nikon body, one NOT known to have dust problems, has many times more dust than the D600. I will even go as far as saying that my D600 has less dust than any other Nikon body I’ve owned…and I’ve owned six bodies.

    That said, I believe that your post needs to be amended to recognize that for some D600 users[at least one!] changing the shutter mechanism with the SAME one *WILL* solve the problem. I am living testimony of that fact.

    “….Please rest assured that the service centre will only apply parts that are of the D600′s original design in order to bring it back to it’s standard specification. As such, the shutter mechanism of the D610 will not be applied to a D600….” – Romanas

    I don’t doubt for one second that many D600 users have hit the dust/oil issue and I can understand how many are upset with Nikon to the point of jumping ship and selling all of their Nikon gear. All of that is acceptable to me and I empathize with that crowd.

    However…. as for me and MY PERSONAL EXPERIENCE with the D600, I feel embarrassed for the way I ranted on and on and feel that I need to make a public apology to Nikon. My experience with their service department has been nothing short of exceptional and I can *HONESTLY* say that I have ZERO dust/oil issues after my shutter was replaced with another D600 shutter mechanism…after thousands of shots in the dry, dusty Utah desert and Colorado mountains.

    Disclaimer: I don’t work for Nikon, nor do I owe Nikon anything. I’ve shot/shoot Canon, Pentax, Mamiya as well as Nikon. Brand loyalty doesn’t apply in my case. I’m just staying the facts from MY EXPERIENCE with Nikon; one that has been nothing short of positive.

    • 99
      ) JR
      March 19, 2014 at 9:48 am

      BTW, I’ve felt the urge to post all of that because I believe that I am one of the many impetuous yahoos who’ve wrongfully discredited Nikon. I may have felt pressure from my peers on the net to do so, as the whining was snowballing, but that shouldn’t excuse me.

      We all need to think for ourselves and rely on our own observations and not believe everything said by individuals who spend more time shooting at f22, and posting on blogs, than actually creating significant pictures.

      • March 19, 2014 at 10:19 am

        JR, I agree with everything you said. And yet I am somewhat lost.. Everyone seems to be focusing on the dust issues. It’s not the dust issues I was criticizing, if you can call it criticizing. It’s how Nikon responded. That’s all. :)

        In any case, I am happy your issues were resolved as they were and happy you feel as you do about your earlier livid response – I do remember it. As I and Patrick discussed above, let’s not focus on things that don’t matter. :)

        • 105
          ) JR
          March 19, 2014 at 11:09 am

          Thanks for the prompt reply, Roman.

          You say that you agree with what I’ve said but that you’re “somewhat lost”. Let me try to be more specific this time and perhaps I can get my point across even clearer.

          You quoted the following response from Nikon to a customer:

          “…Dear ,
          Thank you for your email.
          I am sorry to hear of the difficulties that you have experienced with your Nikon D600 camera. Please rest assured that the service centre will only apply parts that are of the D600′s original design in order to bring it back to it’s standard specification. As such, the shutter mechanism of the D610 will not be applied to a D600…”

          From reading through the rest of your post it’s evident that you used this, and the other Nikon correspondence with customers, to bolster your position(held by many others) that Nikon is brushing off or ignoring issues with their products. That’s fine if you want to take that position and you have every right to.

          But, you need to be careful when quoting something that Nikon said in order to bolster a particular stance when in essence the content of what you’re quoting does not achieve that goal and does the complete opposite. And that was the main point of my original post; albeit a bit long-winded ;-)

          To be even more specific, the following was used in your post as a foundation to further drive the point that Nikon is being less than honest:

          “…Please rest assured that the service centre will only apply parts that are of the D600′s original design in order to bring it back to it’s standard specification…”

          Yet, that is *EXACTLY* what happened in my case; namely, my D600 shutter mechanism was replaced with a NEW D600 shutter mechanism and *ALL* issues with dust were solved, along with the one issue I’d stupidly created. So you can’t use that quote in your post as a basis for criticizing Nikon when what they are saying is accurate and a way to solve the problem with the dust: “the service centre will only apply parts that are of the D600′s original design”

          By using such quotes we’re furthering the defamation of a brand with a wide brush, using wide strokes. You may cry foul and say that I’m pointing to semantics and parsing your post for incongruencies, but problematic semantics are often at the root of how untruths get propagated across the net.

          If you’re wondering what my take is in all of this, it’s very simple: when I think of Nikon, Canon, Toyota, Ford, or any brand, of any product, I don’t ONLY see the CEOs living in mansions, but the lady sweeping the floor putting her kids through school and the young engineer trying to make an honest living. These are the people that are often MOST AFFECTED when a company gets bashed and ultimately has to lay off personnel.

          Again, I don’t doubt for a second that the D600 has/had issues with dust/oil nor that Nikon responded late and in ways that are questionable. All that is evident. BUT…..we cannot bash EVERYTHING that Nikon has said/done regarding the D600 because some of it actually *FIXES THE PROBLEM*! Yet, no one is writing about it in any meaningful way. Instead, we hear about the Chinese banning D600 sales.

          We may have to rein back our horses a little bit on this issue and not let this get further out of hand. Otherwise, working pros and bloggers like you and Nasim, who earn money by reviewing/using gear, will ultimately bite the hand that feeds us.

          • 106
            ) Patrick O'Connor
            March 19, 2014 at 11:24 am

            JR – You are my hero! I agree with everything you wrote but, unfortunately, couldn’t state nearly so eloquently.

            Romanas – You’re a good guy and a very good photographer. I believe your intentions are pure. We just have different priorities and that’s okay. :-)

            • March 19, 2014 at 11:28 am

              Patrick, I believe more often than not it is not the difference of opinion or priorities, but the miscommunication that stops people from seeing eye to eye. :) Most of the points stressed out by you and JR are, in my opinion, absolutely correct. They are just not what I was trying to say. There’s also a certain doze of overthinking and taking this article too seriously. In any case, I really did enjoy this discussion with both you and JR ;) Thanks.

              I must say, I never expected this piece to spawn such discussions. Perhaps I even hoped that would not happen!

          • March 19, 2014 at 11:24 am

            JR, never once have I bashed everything Nikon did, not once. As I’ve stated numerous times, I do not believe it is a bad company in any way, I use Nikon gear and am very happy with it. Secondly, we as writers have done nothing but been honest. We did not cover up problems, we did not make them seem more serious than they were, but always cut the the chase. If there’s something wrong, there’s something wrong. In the sea of reviews that we’ve posted, we’ve always tried our best to objectively point out the good and the bad. As it happens, the bad often spawns more responses, unfortunately. Perhaps that is why this article has received so much attention.

            Now, the points you highlighted are all very valid. Yes, you are right. But those are not the points that I was trying to highlight. I was trying to highlight the part where Nikon lied about their reasons for releasing the D610. And they did lie, I strongly believe that. Basically, the part where Nikon did not want to acknowledge there was a problem with D600 units that needed fixing and saying D610 was released in response to users wanting faster frame rates. That’s just silly and untrue.

            I do not much care that there was a problem with D600. It’s understandable and completely natural that sometimes some models have design flaws that need fixing. What I did think about, and consequently put those thoughts into an article, was how Nikon chose not to react. That’s all. If they eventually came around to fixing the issues, that’s great. And it does not matter which parts were used, as long as it worked.

            Finally, there is a point that I must stress out. Nasim has a day job, I have a day job, every single writer here has a day job. If you believe us to earn any sort of serious money from this website, it’s not true. All is done on our free time, or during nights when our families are asleep, and the affiliate links are just enough to cover the expenses. We are not payed by Nikon or any other manufacturer or retailer to say nice things about them – all we do is try and be honest.

            • 113
              ) JR
              March 19, 2014 at 11:45 am

              “What I did think about, and consequently put those thoughts into an article, was how Nikon chose not to react. That’s all.”

              But that’s where you’ve erred, Roman. Nikon DID react. They weren’t pro-active, which would have been a MUCH better way to handle the situation, but they DID REACT.

              Your quote from the correspondence says as much: they were willing to replace the D600’s parts with ORIGINAL D600 parts. In some cases, mine for one, the problem is completely solved. In other cases, it was mitigated(see Patrick above) and in others it may have come back(although in this last case it’s most likely the person who doesn’t shoot anything meaningful but walls and skies at f/22 and lives in front of a computer, whining all day).

              C’mon, I admitted that I’d gone too far when bashing Nikon before I’d even given them a chance to look at my camera. Why can’t you admit that you’ve gone too far when quoting correspondence from Nikon to customers that is contradictory to your point?

              It really bothers me that I was so impetuous about my problems with my D600 when all I had to do was send the camera in to get fixed!!! One thing is to complain AFTER it was sent to get fixed, if the problems persisted, as some have done. But I complained and whined BEFORE Nikon even took action!

              And I’m wondering how many others out there are doing the same, or WORSE: possibly bashing Nikon and they don’t even own a D600! I am 100% certain that a # of those bashing the D600 haven’t even held one in their hands!….and that is VERY disturbing. It’s no longer about Nikon, but about ethics in the digital age.

              We’re not living in the era when I used to walk downtown to Shumaker’s camera shop and shoot the breeze with the guys across the counter and complain about my EOS 3 and how it froze and died on me while winter camping. When I used to do that only 5-6 people found out. Today, we complain about dust on a camera and 200 million people read about it and jump on the wagon. Even if only 200 people have actually experienced the dust!

          • March 19, 2014 at 12:03 pm

            JR, again, you misunderstand. They did not react to the issue that was widely spread, one that was more than just an isolated problem with a unit or two. They did not acknowledge there was a design flaw that they apparently fixed with the D610. What they did was react the exact same way they would to any other, isolated issue. This was not an isolated issue. They did not acknowledge there was a problem with D600 in general (because of how many units were affected by it), but chose to pretend “they were confident in the design”. And that is a lie. When a car company gets a model wrong, they make a recall. They acknowledge there’s a problem and then fix it, not pretend every single time a wheel falls off of one of those cars is an isolated case. The D610 was released ONLY because they realized something was wrong with D600. That’s not the issue. The issue is they took customers for fools and lied to them instead of saying “look, a portion of the D600 didn’t turn out well, because there was an issue with the shutter mechanism and whatnot. We are updating the camera to fix the issue and any D600 units sent in for repair will be properly fixed”. This is what I call not reacting to the problem, but pretending there isn’t one and saying that every single one of the cases is an isolated problem when, clearly, it’s not. They were not pro-active, exactly. They denied there was a design flaw. That’s my gripe, that’s what the article is about, them running from their mistakes instead of standing up and saying – yeah, we messed up there, will fix it. That is what’s missing from their reactions and what turns it into what I think is not reacting.

            I can not admit that I am bashing Nikon D600 because I am not bashing it. I used the camera, I liked it and, more than that, often replied to readers that they should not be worried before purchasing it, because such issues happen all the time with all sorts of products. What I am “bashing”, and for good reason, is how Nikon reacted in a way that made some customers lose their respect for the company, because those same customers were not treated with respect. For a very long time, Nikon did not acknowledge the problem. That is what I call not reacting. They ignored it. They’d say – “no, the sensor just needs cleaning” and “the shutter mechanism is fine” when it’s not.

            Now, with companies like Fujifilm, you get used to them doing their best to improve products even a couple of years after they are introduced. You get used to it and expect it. You trust the company. Not to not make mistakes – everyone does. But to acknowledge and fix them. Nikon does not want users getting used to them not acknowledging there’s something wrong with their products when there clearly is something wrong. That is my point.

            Finally, not 200 people experienced the dust, if that were the case it would not be an issue at all.

            • 116
              ) JR
              March 19, 2014 at 1:02 pm

              Roman, do you know *EXACTLY* how many D600s had this dust/oil issue?

              No, you don’t. So your assumption is as good as mine. You don’t have any insider information and only assumptions based on blog posts and news reports; which don’t give an EXACT figure of how widespread[from the Nikon perspective of building thousands of cameras] the problem was/is, but only a vague idea of the numbers affected.

              Even the supposed “class action law suit” against Nikon doesn’t mean anything because a law suit of that nature doesn’t require but ONE person to file it. Once filed, the so-called “numerosity” criteria needs to be met and then the case can enter the court system. But “numerosity” is vague and case dependent and it’s not a number written in stone.

              I am a registered Nikon D600 owner and I wasn’t notified by any lawyer/s. Although I get tons of emails asking me if I use ABC drug and how a ‘class action law suit’ is pending for affected users of the drug.

              Did you receive an email from a lawyer about your D600? I know the answer to that question.

              Hence, your THOUSANDS could easily be my HUNDREDS. Dispute that until the cows come home, but you won’t be able to prove your numbers nor will I be able to back mine.

              That said, one thing I am more than sure of is the impact of the internet. We can go on for days talking about reports in the news about XYX topics that have been blown out of proportion and only after the dust settles(no pun intended) have we learned that things weren’t as they were initially reported.

              A few hundred people, even one hundred, can make a LOT of noise on the internet. And I’m not saying that those ‘hundreds’ should be ignored by Nikon, but the reality is that a company that manufactures tens of thousands of products may want to WAIT to see how widespread the problem is before taking action.

              I don’t doubt that the ‘suit’ made Nikon step it up. But that doesn’t mean that an overwhelming number of D600s had this problem and that it persisted indefinitely. There’s much evidence to the contrary.

              In my case, I had some dust spots from my very first venture with my D600, which was on September 2012 during a trip to SW Colorado. I received mine before Nasim did and I posted the pics on Flickr and linked them to this site. Nasim didn’t know about the seriousness of the dust problem and neither did I, since we didn’t have a crystal ball. But, the spots were many and large enough for me to be concerned enough to post about it.

              I waited it out and cleaned my own sensor, like I’d done many times on other cameras, and kept shooting. Only after reading about other people hitting the problem did I go back to check mine. But, I didn’t find that the problem got worse. It had as much dust as any other camera I’ve owned, if not LESS.

              That’s when I began to question the dust issue and how persistent it was. Some time later lensrentals posted some information where they’d seen the dust on their D600s slow down to a point of being negligible and normal for a FF sensor. That’s when I stopped worrying about it and kept shooting. Not even ONCE has dust been an issue with this camera since that first outing and even then it was manageable.

              As time goes on I read even more stuff about users seeing the same thing happen: dust spots are either reduced or mostly gone as they fire more shots.

              Notice, ALL of that is happening BEFORE I have my shutter replaced by Nikon which had NOTHING to do with dust and everything to do with user error.

              So what am I to believe? Romanas and the “class action suit” guys and all the noise about Nikon being a bunch of liars and crooks? Or my OWN eyes, experience and interaction with other D600 users who’ve had the SAME positive experience as me?

              • March 19, 2014 at 1:18 pm

                JR, you are taking this much too personally :) And, notice, you mostly talk about the dust issue itself. I do not care that there was a dust/oil issue. I do not bash Nikon for it, I do not think they messed up because there was an issue with dust and oil and I do not think D600 is a bad camera. What bothers me, what makes me think less of Nikon as a company that I can rely on, is how they reacted to the wide-spread issue, and it was wide-spread. Now, that does not mean I am going to throw my cameras and lenses away, nor does it mean I’ve going to switch my system. Do you understand that? If this one incident were enough to do that, I’d be an idiot. But it does make one think about how much the company values the trust of its customers. Fujifilm merely puts things into perspective.

                You are reading into this a little too much. As you’ve said, a few people can cause a lot of impact. I should add to that – a lot of negative impact. Why? Because negativity spreads that much faster. Notice how many replies this article generated. Now notice your reaction. Notice how you are reacting to something that you think is bashing, and something that does not coincide with your experience. You are asking who you should believe. Yourself. Especially if you have no dust/oil issue, why would you be so bothered by an article that’s not even about the issue, but about the way Nikon reacted and about how I think, in my personal opinion, they should have? What I like in a company is honesty and respect towards its customers. That helps me respect the company in return and trust it. This article is merely about two companies – Fujifilm and Nikon – each representing what I appreciate and what I’d like to see Nikon do. They are just examples, that’s all.

                I am not bashing Nikon for the D600 issues, it does not even matter how many hundreds or thousands of people encountered it, although from the number of responses Nasim received, there were more than a few. What I talked about is their actions afterwards and what I think is a better example set by Fujifilm.

                I hope I do not have to repeat again. More so because this discussion is getting a little too hot for my taste. :)

          • March 19, 2014 at 12:33 pm

            I hoped this article would serve as a closure of sorts, like me saying – “yeah, Nikon screwed up, it happens. Too bad they chose not to acknowledge it. Expecting flawless products all the time is utopian, but let’s hope they change their views on how one should react in such situations in regards to his customers.” Alas, it only spawned more heated debate and, I fear, will only fuel further discussions. Or perhaps not. I sure hope so.

            As for my phrase “chose not to react”, maybe if I said my problem was with HOW they reacted, you would understand me better, JR. It’s just that the only viable choice in this case, in my opinion, was acknowledging it. That should have been the first step to secure the respect of customers. And I think anything else but that is not reacting, because it’s not reacting in what I personally think is the proper way. But then, that’s an opinion, as is every article on this website save for those that are purely technical and explanatory.

            I think it’s best we wrap it up soon, don’t you? ;)

            • 120
              ) JR
              March 19, 2014 at 2:39 pm

              Roman, I’m not taking what you said in a personal manner in the least. That’s mostly what I’ve been trying to get across to you: my camera is fine, so what you’re saying does NOT apply in any way to me or to my D600. So there is no “personal” factor involved, as much as you may try to find one in what I’m saying.

              The *ONLY* thing that bothers me about your article, and the reason I responded in the first place, is that you call Nikon liars(“whereas listening to a lie when we know for a fact that it is a lie only makes us angrier and frustrated”) when the reality is that we can’t REALLY KNOW what happened behind closed doors at Nikon; nor do we know the ACTUAL NUMBERS of problematic D600s.

              That last part is PARAMOUNT for any business. When we speak of Nikon, we’re talking about a pretty big company that manufactures and ships tens of thousands of products and any company that size cannot issue a blanket statement, or recall, simply based on JR, Nasim and Joe Blow making some noise on blogs about their products.

              Too much is at stake when a recall takes place and every company has checkpoints. MUCH, MUCH LARGER companies, like Toyota and Ford, have issued recalls only after people lost their lives, for crying out loud! And here, we’re demanding that Nikon listens to the JRs, Romans and Nasims of this world and stop the presses and fix our D600s!

              It takes time for a company to assess whatever problem is reported by their customer base. I see the Nikon D600 issue from a COMPLETELY DIFFERENT perspective than you do. I see a company that “eventually” made the necessary steps to fix the problem and did so at their required pace. I don’t see a company that “lied” as much as a company that had to balance their approach about how they were going to solve a problem.

              If I had actual numbers before me of how many D600s have gone in for repair -vs- the number sold, and that ratio was unreasonably high, I’d be suspicious of Nikon. But basing any decision about a company on how many people have complained and blogged about the issue is not a true measure of the problem. Because MANY have also blogged about the problem going away after time. So, from my perspective, it all washes out.

              We’re not going to agree and that’s fine, and I’m not trying to persuade you as much as getting my voice out there because I think in some respects it balances out what you’ve said.

              Cheers!
              JR

            • 122
              ) Robert Helms
              March 19, 2014 at 3:06 pm

              Look, the issue at hand is Nikon’s tendency to treat issues concerning their cameras as being exclusively the fault of their customers and never an issue with their hardware or software. Although I am a loyal Nikon user, starting a long time ago with an F3, I have gradually come to realize that they have developed an ostrich mentality in recent years. When they have an issue with a camera, they stick their head in the sand.

              While I have not had any significant issues with any of the Nikon DSLRs I have owned, my Nikon 1 V1 is not a very good camera and very, very finicky. Sometimes it shoots great and other times just trash. It is the only camera that I have ever owned where I have to check the result after every shot.

              But the bigger issue as far as I am concerned is the D800/D800E autofocus issue. I am in the market for a full frame, ultra high resolution camera but I am unwilling to take the risk that I might get a camera which delivers less than the resolution it promises, or, more to the point, blurs the results because it does not focus properly.

              I have no idea how widespread the focusing issue is but it is clear that there is one. And that it affected quite a lot of people. And that Nikon acted as though there was no issue at all. So I am going to wait until a camera comes along that offers what I want and does not come with large warning labels attached.

              So Nikon is going to continue to lose sales. One aspect to this approach to customer service that Nikon seems not to understand is that, if you lose a customer, he is gone forever. If I wind up buying a full frame from Sony or Fuji or Canon, that means I am buying their lenses and future cameras as well.

            • Profile photo of Daniel Michael
              124
              ) Daniel Michael
              March 19, 2014 at 3:17 pm

              JR are you serious with this? “not taking it personally?” of course you are. All you’ve talked about is the problem as it applied to you. You. From your tone you’re not really bothered about the problems and aggravation that people have complained about. So I’d say you’re taking it more than personal.

              It doesn’t matter how many people complained about the D600 issue. ONE is enough in this day of internet. So for each “one” of you who got decent service, there are many who got shocking service. Some of them wrote here. That’s more than one. Nikon’s biggest mistake was forgetting that the internet existed. It can indeed bring a company’s reputation down. Since the world went into recession, the one thing that differentiated between company’s that slumped and ones that did well was, you guessed it, customer service. And at the same time Nikon LIED about it. Yes they did. What makes you so special into thinking that because it didn’t happen to you, it didn’t happen? You’re telling me the D610 was released because of the slightly better Wb and the 0.5 increase in FPS? Who are you trying to kid? It took a long time for them to even get to that stage. In other words even they didn’t know what was causing it. The most important thing is they didn’t even ADMIT it! How disastrous is that?

              Electronic Arts did the same with software they released. Not once, but twice that I know of. They tried to blame it on user’s machines, saying they were too slow or old. What they didn’t realise was people with the latest, fastest machines that were also complaining. But no, they said there was nothing wrong with their code. It was the nail in their coffin.

              What true measure of a problem do you need? You’re missing the point. It doesn’t matter. What matters is, and what this post is about is the complete lack of anything resembling damage control and customer service. It even probably didn’t NEED to be fixed straight away. A statement saying “We are aware of the problem and we are going to try to fix it” would have given them precious breathing room. But no they didn’t. What I don’t get is why you are trying to excuse that sort of behaviour? Just because you were one of the many that didn’t have the same issue, and I’m sure there are plenty of D600 owners who never had a problem. It’s the ones that had a problem and the ones that held off buying one thats damaged Nikon.

              I’m a Nikon user. I love their stuff. But in my profession, if you don’t pull it off for your clients or something goes wrong, and you don’t apologies fast and rectify, you WILL get sued. Everyone makes mistakes especially in complex things. What you do when it goes wrong is far more important in this time where people don’t have enough disposable income and worry about their purchases. This is the age of the internet. One badly handled complaint can cause more problems that you think.

              It only takes one.

              Daniel

            • 125
              ) JR
              March 19, 2014 at 3:54 pm

              No Daniel, sorry, but it does NOT “only take one” failure or problem for a company of Nikon’s size to drop everything and fly a personal attendant to the customer’s house to solve their problem. If you live by that stringent and perfectionist policy you will be MISERABLE. You will not enjoy a meal, a movie, a suit, a pair of shoes, a glass of wine….etc.

              I stand TOTALLY by what I said: show me the NUMBERS. Don’t tell me that your D600 failed on you when you were on assignment with a magazine shoot and you lost $10k in potential earnings. Nikon, Canon, Fuji or the Pope will play their miniature, invisible violin for you and not be moved one way or the other.

              It’s the photographer’s responsibility to take backup, according to their particular needs. A friend of mine shot NFL games for many years on the West coast; from SF to SD. If his gear went down, Canon wasn’t going to fly a Tinkerbell to the stadium with a new lens or body or whatever. It was HIS responsibility to build and maintain a backup system. And sometimes a THIRD system.

              Substantially sized companies cannot react, off the cuff, when a few no-names on the net are making noise. No company, in any realm of business, will subsist if they jumped at every complaint. Those complaints have to be substantiated and evaluated internally by the company before making a public statement to the order of: “…yes, we recognize that product X is defective….” Tests have to be run, processes have to be followed and documents signed before any action is taken.

            • Profile photo of Daniel Michael
              130
              ) Daniel Michael
              March 19, 2014 at 4:50 pm

              No, again you misunderstand. I’m not a photographer but in a highly regulated profession that if one item I use causes a problem the whole batch is taken off the shelves immediately. No ifs no buts.

              Your saying customers are “no-names” now? So a company doesn’t have to reply to a complaint when it becomes a certain size?? You saying they have a get out of jail free card? Why stop there? Lets use a different marker. Profit margins maybe. Or the number in the workforce. Where do you see the cut off? You don’t think consumer law should apply to all? It only takes ONE Ford Voyager to kill someone because it’s brakes failed before they all get recalled. Oh wait, camera’s don’t kill people so it doesn’t apply. What if the fault was a faulty battery exploding up against someone’s face? Would it be ok to be only one then or do you need NUMBERS? Sorry but the numbers argument doesn’t wash. There’d be many companies sued to death and bankrupt if that was the case.

              “No company, in any realm of business, will subsist if they jumped at every complaint”
              I don’t believe you’ve written that. Nothing brings down businesses faster in this day and age. The D600 is a consumer camera. Many buyers are hobbyists not pros that pay for it through the business. So its got nothing to do with “back-ups”. In a recession people don’t have disposable income, if they buy a faulty product and it doesn’t get repaired within warranty, they have a right to ask for answers.

              I didn’t say they had to make a statement saying the D600 was defective. They just needed to make one saying they were looking into it, show they were taking it seriously. There’s a big difference.

            • 144
              ) Riad
              March 20, 2014 at 9:18 am

              JR says:
              If I had actual numbers before me of how many D600s have gone in for repair -vs- the number sold, and that ratio was unreasonably high, I’d be suspicious …

              Please do consider D600 owners too who have no reason to shoot thousands of pictures within a week, for this finding out the D600 problem probably after the end of the warranty! Adding the ones who do not bother or have no time sending the camera in over and over again… I think these are the actual numbers that matter…
              But considering all the ones which have been sold but not returned as good, is not correct!

              I was defending the D600 on another post, but now that I read how the company was/is dealing with this issue regarding a high priced product, in addition to the according to articles rather non existend quality difference between D4/D4s which costs even more than twice as much, makes me google for alternatives…

    • 126
      ) Neil
      March 19, 2014 at 4:28 pm

      JR, do you work for Nikon or something?

      • 134
        ) AP
        March 19, 2014 at 7:47 pm

        Neil, can you read?

        • 135
          ) Neil
          March 19, 2014 at 8:39 pm

          Do you understand sarcasm?

          • 136
            ) AP
            March 19, 2014 at 9:14 pm

            It failed when your sarcasm was pre-empted.

  52. 117
    ) Ollie
    March 19, 2014 at 1:05 pm

    My Nikon D600 is currently in Melville being serviced for the 4th time. I’m not sure what they will do with it this time. I’m taking a vacation next week and I’m worried about taking this camera with me. Wonder if I will get it replacement D610??

    • 179
      ) ollie
      March 25, 2014 at 2:46 pm

      UPDATE—Received my newly serviced D600 back on Saturday morning, took iout around the city shooting that afternoon…..came home and saw spots, again. Sent it back to Melville this afternoon, not sure what they will do.

      • 180
        ) Harish
        March 25, 2014 at 6:51 pm

        Ollie, after how many shots did you see the spots? Was it in the same area? Did you have a problem before you sent it in (sorry, I ask because I know some folks sent it in because of the bulletin Nikon announced even though they did not have the issue). Would you be able to upload some pictures. Just curious.

        • 181
          ) Ollie
          March 25, 2014 at 7:44 pm

          Hi Harish…I had spots 3x before mostly in the upper right hand corner…though this time they appeared more upper center left. The first 3 times I noticed the spots after about 800-1000 shots. Last Saturday I had not reach 200 shots when they appeared. Sorry not able to upload photos at this time.

  53. 119
    ) Harry
    March 19, 2014 at 2:04 pm

    The behaviour by Nikon was ill judged and they certainly need to review their actions and consider the damage to their reputation and how they can restore trust.
    The D600 fiasco gained a lot of traction on the web because it’s a consumer product (that can be used as a reliable professional tool) and so there was a lot of noise. What struck me was why so many users didn’t swap out their defective D600 for another body with their supplier? That may be a down to local consumer laws.

    Nikon aren’t the only camera maker to have had issues. The fiasco with the Canon 1D III focussing was astonishing and with severe consequences for those concerned. It was very frustrating. Canon also handled it badly however they seemed to have learned from their mistakes. Except for the 1Dx mirror box issues. They also rubbed a lot of Canon users up the wrong way (do a Google search).
    The difference is that as it’s a professional product with the appropriate price tag, the noise was contained, for the most part.

  54. 123
    ) Rick Lunn
    March 19, 2014 at 3:14 pm

    WOW, has this been fun! For the life of me I cannot understand why anyone cannot see what Romanas is trying to say. It does not matter if you purchased a D600 and had absolutely no problems with it, or you purchased a faulty D600 and Nikon repaired it. It all has to do with how Nikon reacted to the problem in the first place. Numerous professionals reported having problems with not 1 or 2 D600s but more. It matters not if it was ONE faulty D600 (which is was not) or 100,000 faulty D600s. There was a total “cover-up” on Nikon’s part early on. They flat out refused to admit that there was a problem. It was the D600 owners problem, fix it yourself attitude. And that is the problem. Nikon treated their customers very poorly. Someone suggested that it is Japanese culture not to admit to mistakes. So I guess Pearl Harbor was someone else’s fault also. If you are dealing in worldwide sales, you have to have the foresight to anticipate problems and plan accordingly to deal with them based on the various other cultures. Maybe the Japanese culture will tolerate their own mistakes and live with them. But, I think they have learned that the American culture will not.

  55. 127
    ) Jakes
    March 19, 2014 at 4:30 pm

    I have not seen such ranting and raving about any issue like this before. All of a sudden the D800/e focus problem is now so big that someone would not take the risk to buy the camera, emotional outburst like you only see at a high school event. I have the D600 and the D800 and the D3s . The D600 had a dust issue was cleaned and problem solved 48000 shots later I still think it is the best value for money. My D800 had focus issues, back to Nikon with all my lenses. Focus problem solved and tested on all 4 lenses. Had its focus collaborated by Nikon with my 300f2.8 with all three TC’s and 37000 shots later it performs like it should and I am often stunned buy the results. My D3s shutter failed at 8000 shots and was replaced without cost or question, 90000 shots later I am still in love with this machine. No not because they are Nikon, but because they work and perform. I started to use Nikon due to the lenses. All my Camera’s go to Nikon for sensor cleaning every 3 months or after I return from a major safari or trip. So I understand mechanical problems need to be fixed, but like a car or any other equipment it needs regular cleaning and maintanence. I still have to be let down or disappointed by any of the 3 bodies or lenses I use, reason is that they are well cared for and well maintained. I bought another big brand bridge camera for travel photography when on business trips, I don’t want to take a big body and lenses, and it was not a cheap model. It has so many defects that it was useless, I took it to the dealer to have it fixed, it still is defective. I then bought a Lumix LX5 what a pleasure.

  56. 129
    ) Vilius
    March 19, 2014 at 4:33 pm

    I used D600 for a while, and dust issue was very annoying. I had to clean top left corner of nearly every photo with a clone tool. I saw ridiculous comments all over the place that perhaps the issue had been blown out of proportion. It was not. When D610 was announced I sold D600 and waited for 3 months to get D610. Perhaps I lost around 500 USD in the process. But I had no regrets and now I have flawless camera. I never believed that Nikon would sort it out for me, and here’s why:
    (1) Regardless how many people complain about D600, still there is no escape from the fact that Nikon is part of Canon-Nikon oligopoly of top selling cameras and lenses.
    (2) There is also no escape from the fact that dust issue aside D600 and D610 are amazing and outstanding cameras.
    (3) I think financial burden for Nikon to recall all D600s and replace them with D610 for free would have been simply too high, and share price would have slumped way further down compared to bad PR. Nikon made a well calculated decision to choose some bad publicity. They can afford it, no matter how many angry folks there will be out there. (Just think, how many people are cursing Microsoft? And still using Windows 24/7). And as soon as new stunning model will be rolled out, all angry folks will be salivating again.

    So? What’s the point of complaining? If you happen to be the owner of D600, it’s just bad luck. Make up your mind – sell it or use it and clean the dust. Nagging at Nikon is just a waste of time…

  57. Profile photo of David Ahn
    131
    ) David Ahn
    March 19, 2014 at 4:56 pm

    Thank you Vilius, it’s so much easier to “hear” you without all the yelling. I agree that stuff happens, and despite the inconvenience, if they repair the issue, you move on with your life.

    JR, you make some good points, but it’s hard to get past the anger and disrespect. This is not point-by-point, but a few comments: I agree that we DON’T know what percentage of D600s failed, and trying to bankrupt a company that supports thousands of employees IS rash and unjust. I DO agree that repairing faulty sensors is adequate. But I DON’T think asking people to clean their sensor every few shots for the first few thousand shots is reasonable, unless ALL digital cameras require that.

    • March 19, 2014 at 4:59 pm

      David, would you mind telling me who is trying to bankrupt a company? :)

      • Profile photo of David Ahn
        133
        ) David Ahn
        March 19, 2014 at 6:04 pm

        Not you, Romanas, the poster suggesting a worldwide boycott. Haha

    • 145
      ) JR
      March 20, 2014 at 11:43 am

      Hello David,

      If anything I said was ‘disrespectful’ then what Romanas wrote should be declared obscene. Calling the people of Nikon liars, over and over and over again in various ways, is WAY over the top and cheapens whatever valuable points he was trying to make. It renders his viewpoints, and by extension those of Photography Life, to a level no higher than The Enquirer’s.

      It’s not serious, objective journalism, but opinionated diatribe. His article never once considers any other possibilities, other than: Nikon lied. He never offers the reader different reasons or options to consider to allow the reader to reach his/her own conclusion. In essence, the reader doesn’t ‘learn’ anything valuable but instead walks away either justified, angry or both. Don’t believe me? Read the posts.

      If we were to edit his article by deleting all references to ‘photography’, ‘Nikon’ and the ‘D600′, any uninitiated reader would think that the article was about the government of a Third World nation and their corrupt dictator:

      “… we are purely dealing with a rotten, self-centered corporate culture that has been slowly killing Nikon…” – Romanas

      What?! That’s crazy talk. It’s hyperbole to the outer extremes. Of course, Romanas will come back and say it was all in good fun and that guys like me and Patrick are way too serious and that he’s this laid back, easy goin’ guy that doesn’t mean any harm, blah, blah….and that it’s me and Patrick and the other guy who doesn’t ‘get it’.

      The most confounding thing of all is how surprised he is that a few of us are reacting this way. It shows a severe disconnect with the “possibilities” and “consequences” that can result from our actions.

      The saddest thing of all is that the vast majority of the people replying to his article are cheering Romanas on, crowing him the champion of their cause, raising him on their shoulders. I suppose that as long as he has a majority audience cheering him on he will keep writing in the same style and with similar focus.

      • March 20, 2014 at 11:57 am

        JR,

        you are overstepping this. It would be nice if you considered laying off a little bit, it’s getting out of hand. Do you know what? Yes. This article is not as serious as you make it out to be. Haven’t you noticed you are only one of very few to take it so seriously?

        Yes, Nikon lied in that particular response to one of our readers:

        “The release of the D610 was in response to demand from a great number of users for a faster continuous shooting rate and the addition of a quiet continuous shutter-release mode. Nikon decided to release the D610 in order to respond to this demand as quickly as possible.”

        I think this statement is a lie. Nothing more or less. I think D610 was released only to fix the issues with D600 and the minor improvements that were made were made to justify the release of a new model without having to acknowledge there was something wrong with D600 in the first place. That is my belief. You do not have to agree with me – I only expressed my opinion, you are welcome to do the same, of course. And you have. What you are doing now, though, is taking things too far, first by accusing me of trying to get a company bankrupt, then criticizing me for bashing D600, which I did not (you completely missed the point of this article and the fact you predicted I might say this does not make it any less true), implying that all I do is write articles like this one all the time, and finally you are lowering my work and humiliating me to a point where, supposedly, I am writing as long as majority of the audience continues to cheer me on.

        You are a person who has not managed to accept my opinion or that of other readers and have since taken this discussion personally, despite saying otherwise. Enough. You might not have noticed, but here in Photography Life we *do* express our opinion, nothing more. That is all we can do. No one was crowning me a champion, some people related to the problem, others didn’t, that’s all. Deal with it, because I am tired of repeating the same things to you over and over again. Up to a point this was an interesting discussion, it is no longer.

        Have a great day.

        • 147
          ) Harish
          March 20, 2014 at 12:56 pm

          I had been pretty vocal about Nikon’s misleading representation of the D600 issue for a pretty long time in this forum and others (particularly the last post about the service advisory). In my opiion, Romanas is dead-on in his assessment of the problem. Nikon has intentionally misrpresented the issue. THe D600 does have a much higher proclivity for “dust” than any other D-SLR. This is not my statement. This was from Nicholas of Copper Hill images.

          My camera had/has the issue. It was sent in late-october after I had to go out of my way to prove that I had the issue before Nikon would send me a shipping label (that their website was dysfunctional at that time is not of importance to this topic). They had to for close to 3 weeks and replaced the shutter mechanism. NOTE: This shutter mechanism/procedure is the very same one that they are using as part of the latest service bulletin. A Nikon CSR confirmed this. I received the camera and after about 200 shots, I had the same issue. I sent it in with a very polite letter asking them to replace it with a 610 or refund. They had it for 2 weeks. Guess what they did, a simply clean. Here is where it gets nasty. They told me that the shutter was being replaced. They told me that they would consider a replacement with a 610 or a refund if the repair fails again.

          I receive the camera and guess what, I reproduced the issue in a matter of 10 minutes after 200 shutter clicks. Issue got escalated all the way to the Senior Gen. Mngr, Customer Experience. To this date, I have not received one straight response from him. What I did get to know though was that the shutter was NEVER replaced a second time (even though the CSR said that, see the notes from my emails below). The Sr. Gen Manager believes that I shot under unrealistic conditions that manifest the limitations. He would NOT answer if the 610 or the 800 would behave the same way. Speak of double standards.

          So, I saw this article as something that went thro’ his thought process than a deliberate intent to mar Nikon’s reputation. You, JR, on the other hand, seem to come across as someone that has been paid my Nikon to say what you do. Nikon fixed your “broken” camera for free… good for you. Don’t make that the basis of this argument here. I will say this again, NIKON LIED AND INTENTIONALLY.

          —————————
          Dear Mr. ,

          Thank you for contacting Nikon Tech Support. It was a pleasure speaking with you. I understand that you have requested to receive either a refund or a replacement D610 camera in place of your D600 Camera and would like to speak to a higher up representative from Nikon about this issue. Unfortunately, we cannot discuss the possibility of a replacement or refund for this camera until you receive the D600 back from our service center. If the spot issue on your sensor continues, please call us back or update this case thread with unedited sample images showing the spots. At that point, we would be able to discuss the possibility of a refund or replacement.

          You may check the status of your service order on-line by logging onto https://www.nikonimagesvcapprove.com/status/ The billing name is the first four letters of your last name or the company name.

          If you have any further questions or concerns feel free to email or call us back.

          Service Order Number: xxxxxx
          Reference Number: xxxxxx

          Best Regards,

          Nikon Tech Support
          —————————

          Hello Mr ,

          Your camera has been shipped back to you under tracking number xxxxx.

          You camera was repaired under the just announced Technical Service Advisory – which addresses the issue of dust that you had been experiencing with your D600.
          ==>(this was on Feb 26, 2014, same day the bulletin was announced)

          The camera was fully tested to be free of dust after we had completed the repair – which included the replacement of the shutter mechanism in the camera.

          Should you experience any issued with your camera once you receive it back – we would like to see unedited image samples that detail any problems that you are experiencing.

          Many thanks,

          Supervisor
          Nikon Customer Relations

        • 148
          ) JR
          March 20, 2014 at 1:20 pm

          Romanas, you have the privilege to blog on one of the most popular photography web sites on planet earth; use that privilege wisely and with great care. Having a platform to voice your opinion on the net is no different than nuclear technology: it can be used for great benefit or tremendous harm. It’s your choice how you will use your privilege and how you react to the consequences of said use.

      • Profile photo of David Ahn
        149
        ) David Ahn
        March 20, 2014 at 3:39 pm

        JR, I believe there’s a culture of greed at Nikon as at any other large corporation. We were all witnesses of the near collapse of the global economy at the hands of a bunch of greedy investment bankers, or at least of the US and multiple European nations except Germany. I just bought an $80K Mercedes, and leather was OPTIONAL, keyless ignition is a $610 option it did NOT come with. You can’t just throw it in and bump up the average cost by $100, or even $500? Just because a corporation feeds many families doesn’t mean every decision is sacred and unassailable. I have lost a LOT of respect for Nikon due to this situation. Whether 5%, 20%, or 50% of D600s were affected, that’s a whole lot of inconvenience to a whole lot of people. It’s OK to admit you’re human.

        BTW, this is a photography blog, not serious journalism. I don’t think Romanas and Nasim will be offended by this statement, but I’m pretty sure they’re serious photographers who blog, not serious journalists who also take photos.

        • 153
          ) JR
          March 20, 2014 at 8:03 pm

          HI David,

          It’s so ironic that we’re considering this topic when just a few minutes ago I learned that my main source of income has pulled a fast one by asking me to do more, for LESS $$$!!!

          So, this is a perfect time for me to discuss this topic, because I am as cynical and bitter as I can possibly be; and if I have any pent up anger against THE MAN, or BIG BAD COMPANIES, then this would be a good time for me to take it out on Nikon and take the driver’s seat of the bashing wagon.

          That said, I stick by my original position: Romanas went WAY TOO FAR by discrediting Nikon without being privy to all of the facts and jumping on a bandwagon that’s mainly driven by a few, and justified, individuals.

          Think about this for a moment or two:

          If I understand Harish correctly, he’s saying that Nikon replaced the shutter on his D600 once[the first time] but it didn’t solve the dust/oil problem and that the problem came back after a few hundred shutter clicks and after a few minutes. Yet, replacing the shutter on my D600 solved the problem, whereby I have no dust/oil problems after several thousands clicks and many months later.

          Please, explain how one camera can have ZERO dust/oil with a new shutter[after THOUSANDS of subsequent actuations] yet the other needing to go back after a few clicks? Strictly from a technical perspective, please explain how that could happen?

          One OBVIOUS reason, and it happens from products ranging from computers to automobiles, is that SOME of the ‘same’ parts are bad and others are fine. The typical deal where an entire batch, or series, is broken, but other batches or series are OK. This has happened since the beginning of the industrial age, or maybe even when horse-drawn carriages were being assembled and sold!

          And that was my entire thrust from the very beginning, namely, to cast a light that Romanas’ article completely ignored: that Nikon HAS fixed the problem in SOME CASES. Maybe not ALL cases, but some cases have been solved.

          Is there a possibility that Nikon didn’t know, or perhaps to this day doesn’t know, which batches of shutters are faulty and are trying to sort it out? What if they’re not simply bad batches, but broken INDIVIDUAL pieces here and there, dispersed among the good pieces. Boy, that would be an ABSOLUTE NIGHTMARE to try and sort out. I wouldn’t want that job at Nikon.

          If the problem was as simple as swapping out the shutters, which evidently wasn’t the solution, then why would Nikon have gone through the trouble and expense of creating a NEW body, the D610? They could have simply put the new shutters in new D600s and fixed the ones that came back for service.

          That’s an example of the objectivity that one would expect from an article addressing the D600 issue. But, as you’ve said, these folks are photographers who blog and provide their opinion -vs- trying to do serious journalism; and that’s fine. My expectations are unrealistic.

          • 154
            ) Harish
            March 20, 2014 at 8:33 pm

            JR,
            First, thanks for reading my post. It appears that while you have acknowledged that Nikon did not fix it right the first time, you have chosen to ignore the other aspects of it. The camera was sent in a second time. Given the gravity of the situation (class-action lawsuit), a reputable company would have bent their back to fix it right a second time. Did they? No. All they did was blatantly lie and showed a lot of ill-timed attitude. So the issue manifested again (after the second repair). Did they keep their word? NO. I can show you a lot more emails. All they said was “Send it in again”. I ask “what will you do different and how soon?”. NO answer.

            A company that had any semblance of credibility would have replaced my (and a number of others) camera. Did they? NO.

            To set the record straight, I did NOT send my camera in a third time. I did not buy the camera to leave it in the repair shop. Have you seen complaints from people where their camera had reached but had not even been acknowledged for 3 weeks. Chances are the camera will take more than 4-5 weeks to get fixed. I did file a report with BBB (and they gave the same answer in that forum too). What do you want me to do until then?

            It is their ego in refusing to accept the problem at early stages that has brought them to this stage. Everyone makes mistakes. The credibility lies in accepting it and dealing with it. This is not just loose talk. That is how I am. When I make a mistake (even if someone points it out), I apologize, try to make amends. Did Nikon do that? How long as this issue been ongoing? Why was there such strong resentment that caused class-action lawyers to go after them? If Nikon did nothing wrong, what was the reason for their knee-jerk reaction? If there was a problem, why did Nikon take 1 1/2 years to respond? Why did they release the D610 without bothering to acknowledge the issue? Please say anything other than D610 was NOT a replacement of the D600 to cover the dust issues (even if it was purely a PR thing). Why has no one not reported an issue with the 610 (other than sporadic ones that state “i saw two spots…”)? Has Nikon even shown a proclivity to release a successor any sooner than 2 years? Going from 5.5->6fps. Really? The only reason it was done was to use an alibi. Simple.

          • Profile photo of David Ahn
            156
            ) David Ahn
            March 21, 2014 at 12:31 am

            I agree we don’t know the exact magnitude of the D600 problem, and I agree that with reposts, links, and retweets, the problem could be orders of magnitude smaller than its web presence suggests.

            I agree the witch hunt is a bit out of hand. The cries to abandon Nikon for their mishandling of the D600 debacle are overkill. Nikon has the best sensors in the DSLR business and a very solid repertoire of great glass. Despite my excitement over my new Fujifilm X-E2’s compact size and great image quality, when I want the very best image quality, I’ll be lugging my D800E.

            But I disagree with your defense of Nikon’s public denials. Nikon did do some of the right things: they replaced faulty D600 shutters and released the D610. Nothing heroic, but adequate. I don’t even fault them for not replacing every D600 with a D610. But not acknowledging the problem ever existed? Stating the D610 was released was because “users asked for faster shutter speeds”? Preposterous, insulting, and showing an absolute lack of backbone.

          • 157
            ) Robert Helms
            March 21, 2014 at 12:42 am

            JR,

            You keep missing the point. The D600 problem is not the first time Nikon has released a major camera system that had what appeared to a lot of shooters a major problem. Nikon’s reaction to complaints has consistently been to blame the customer rather than acknowledging the problem. Nikon therefore winds up with a lot of very angry and very frustrated customers who become increasingly vocal the more they are ignored. Since faulty cameras do not kill people, there is no governmental agency to order a recall.

            The consistency of Nikon’s response to criticism leads me to conclude that Nikon actually don’t have a clue initially how to fix the problem so they ignore it in the hopes it will go away. Only when it becomes clear that the problem is both serious and on-going do they begin to work on a fix. By that time, the economic consequences of replacing all the faulty gear is so prohibitive that they introduce the fix by changing the model number on the camera.

            The damage that Nikon has done to the Nikon image over the last three or so years is incalculable. One of the great advantages that Nikon had historically was that they could be reasonably assured that any new gear would sell in fairly high volume, thereby justifying a heavy investment in engineering. I don’t think they can have the same certainty going forward. Too many people will want to wait and see if a new model has problems or not. Why pre-order anything from Nikon?

            Nikon will turn out to be a business school case on how NOT to engage with social media.

          • 159
            ) Daniel Michael
            March 21, 2014 at 1:32 am

            JR,
            It’s petty clear you’re not bothering to read anyone else’s posts properly yet answering with a deliberate attitude of “my situation was fine so why is everyone complaining?” No one wants to bankrupt the company despite your allegations that that’s what we want. Many of us use nikon gear and want to carry on using it. We do want Nikon to be more forthright in the future so the situation does not arise.

            You also have no idea what this website is about if you think the authors should not express an opinion. Considering the emotive response the article has invoked then I would say it has achieved its objective by far. You think journalists shouldn’t give opinions? That maybe the case for news journalism, but even they don’t stick to that now.

            You believe the D610 was released for any reason other than to shove the dust issue under the carpet? Really? I’d check out any other website to see how much in a minority you are.
            And that’s the point. Releasing the d610 has caused a lot of anger because it says “despite all the complaints about the d600, which we are not publicly acknowledging, here is a fix for anyone who wanted one but was put off by the dust issue. Oh and there is no problem with the D600.” If this doesn’t worry you then you don’t understand the implications for future products.

          • 168
            ) Harish
            March 21, 2014 at 1:49 pm

            Here is a post from Nov 2012 (this was even seen on nikonrumors and he doesn’t post stuff unless he has proof)

            http://www.dpreview.com/forums/thread/3342114#forum-post-50354207

            The key takeaways (read the last one):
            1. Nikon Tokyo have a solution in the works which will involve fitting new parts into the camera to solve the issue
            2. The fix will be coming ‘soon’ but I was told I should still send my camera in to be cleaned in the meantime for a quick turnaround of just several days
            3. They are not oil spots we are seeing but lubricant/debris coming off the mirror box
            4. The interim cleaning will involve not just the sensor but also the source of the lubricant
            5. Nikon are paying for the postage by sending me out a barcode to put on the box so I can send it in for the cleaning
            6. A high proportion of d600’s are experiencing this problem

            • Profile photo of Daniel Michael
              169
              ) Daniel Michael
              March 21, 2014 at 5:06 pm

              “6. A high proportion of d600′s are experiencing this problem”

              They don’t mean one or two then do they by any chance? Thought not. I’m assuming “high proportion” means “enough units that if word gets out there is a problem with this camera we’re in trouble”.

              Makes it even more mystifying then that they employed sweep under the carpet tactics from the outset.

            • 170
              ) Harish
              March 21, 2014 at 8:06 pm

              Daniel, Just to be sure, I am on your side too :). The point I wanted to make was exactly the one you brought up. Nikon has known this for a while and this came from a CSR (I wish we had written proof of this, would be fun for the lawyers!). They chose to keep it close to their chest and hope they would get away with it. Pathetic.

  58. 139
    ) Riad
    March 20, 2014 at 1:21 am

    Hi,

    I think it is always annoying, unfair and confusing towards customers when two cameras of same kind are being released just like the 600 and 610, or 800 and 800E. Especially when companies first wait until people purchase the first, afterwards make them regret when releasing a better twin shortly after. Should one sell now with loss ( for costumers, not for companies ) to get the better, or keep the less good and regret ( something consumers have to think about, not the company ) ? Now after reading these comments, I believe that my AF is not exact to 100%. First I thought it was me. Regarding the spots, I noticed a few so far when using Auto ( the nice unique capture can not be used any more ), not when shooting manually. But since they mention their appearence after a couple of thousand shots, I guess they will appear sooner or later. In this case the company should have called the 600 back (high priced camera), to release and replace it with a 610 instead, no confusion, no harm done. My only worries for the future are, that they continue going this direction, producing cheap materials for high prices like lots of companies nowadays do such as cars etc… especially the ones who were famous in the past for quality. It seems to be a trend, money is compelling, and when attending parties or else no one wants to point at us with fingers for being second or god vorbid third!

  59. 141
    ) sahin
    March 20, 2014 at 3:37 am

    (18/03/2014 09:23 PM)
    I bought only 6 months ago D600 I only take photographs in 1200 and have a dust and oil problem yesterday i send to nikon service .

    I’m not happy being with d600 i want change, with D610 and ,i can pay the price difference.

    Nikon has accepted this production error,

    I hope you will accept my request for these change,

    thank you

    (19/03/2014 09:21 AM)
    Dear .

    Thank you for your e-mail.

    I am sorry to hear of the difficulties you are experiencing with your D600.

    Answer Title: To users of the Nikon D600 digital SLR camera (update 26/02/2014)
    Answer Link: https://nikoneurope-en.custhelp.com/app/answers/detail/a_id/59693/track/AvNflQpeDv8S~XSrGtlS~yKZijkqvS75Mv_O~zj~PP9H

    The service centre will service your camera, including the inspection, cleaning, and replacement of the shutter and related parts. You will not be charged for this service, and Nikon will pay all shipping costs, both to and from the Nikon service centre. We will not be able to offer an upgrade to a D610.

    I recommend you contact your service centre to discuss the details of repair.

    I am sorry for any inconvenience this may cause you.

    If there is anything else I can help you with please don’t hesitate to contact me.

    Kind Regards,

    United Kingdom: 0330 123 0932
    Republic of Ireland: 01 5171851
    Monday to Friday: 9am-5pm
    http://www.europe-nikon.com/support

    • 142
      ) sahin
      March 20, 2014 at 3:39 am

      please dont wrıte name and mail adress my comment.

  60. 150
    ) plevyadophy
    March 20, 2014 at 5:29 pm

    Perhaps, if the kind of assertive government intervention, as outlined below, took place more often around the world we would have far fewer instances of poor manufacturing accompanied by poor customer service:

    http://journal.phottix.com/uncategorized/faulty-d600-haunts-nikon-china/

  61. 151
    ) Steve E
    March 20, 2014 at 6:45 pm

    As a stock holder I’d be pretty upset. Its only a matter of time until our mainstream press picks up more on this. Think of the millions Nikons spends on marketing only to have this fiasco undo such a great reputation and brand. Nikon is being pretty short sighted for not fixing this problem head on when it knew it had a faulty product. Whats worries me it appears that perhaps they may not have a solid fix but I could be wrong.
    All in all no matter what product or service a company is selling, their “brand” is their promise. A promise that a company makes with its customers to provide value. In Nikon case years of quality products at reasonable prices.
    However when you make a mistake and are not forthright about it or provide fair compensation for that mistake, from a consumers prospective, it is a broken promise, and they feel betrayed. You might be able to get by with once or twice but long term not with out cost.
    All relations ships are based on trust…trust is based on credibility. When you break that trust you lose credibility and the relationship starts to disintegrate. People start looking for other solutions.

    I believe this has caused myself and will cause consumers to have a little harder time trusting the Nikon brand, not because of a one bad camera, but because how they handled this. How are customers, and perspective stockholders, to know that this is not a Nikon management trend? My questions for Nikon Is… is this how high level management thinks? Is this developing attitude or culture at Nikon?? Is this the “New Nikon” or mistakes from a few with bad judgement and upper management was asleep at the wheel.
    I’m personally boycotting Nikon until Im confident they can completely fix my 600 or give me a credit toward another camera, because I refuse to reward bad behavior.
    On a positive note, In the interim I have had a lot of fun with the Fuji X system and lenses I’ve purchased.
    Thank you to Photography Life for all your great work and reviews. You are building a great BRAND!

  62. 152
    ) Blaine Plester
    March 20, 2014 at 7:50 pm

    Five years ago I purchased my first dslr, a Nikon D90. At the time, I totally bought into the Nikon brand as the most photographer-centric of all the major brands. Over the last five years I have enjoyed my D90 tremendously and have collected a handful of lenses (Nikon and 3rd party).

    I have been looking for a change/upgrade for a little while now. I don’t need to, I just want to. I can really understand how those with full-frame Nikons and a large collection of lenses might feel trapped in the system. Luckily for me, Nikon’s completely inept treatment of their DX line means that I never became heavily invested in Nikon product. Combine that with how my image of the brand has fallen due to things like the D600 debacle and the switch from Nikon will be relatively easy. In my case, and I suspect many others’, Nikon has provided a perfect template for destroying customer loyalty.

    As such, I can’t wait for my preordered Fuji X-T1 to arrive.

  63. 155
    ) Jakes
    March 21, 2014 at 12:05 am

    I did my Masters Degree researching customer complaints and the effect of response. I see some classic behavior and I will be short. 90% of complaint statements are made much worse than the real issue to express frustration and disappointment. I have a D600 that showed spots. It was cleaned and after 22000 is has not show spots again. But then I have my camera cleaned for free at Nikon at least 3 times a year. My D3s that I bought used had the shutter replaced after 480 000 shots all rubber grips replaced and still works like new ( I paid for this). Even with all these complaints and predictions about Nikon’s doomed future it was just published that Nikon is now the biggest DSLR brand in India. One of the growing DSLR markets in the world. Yes I agree that Nikon made mistakes in handling the problem, and will surely not make the same mistake again. A terrible perspective that is lost in this effort is that Japan was hit by one off the biggest natural disasters of modern times, after the bombing of Japan cities by the USA, and the D600 was one of the first releases after this event. Pressure to perform and survive in a market with production facilities that had to be changed and rebuild.. Well I would cut them some slack. A great company and great product. The China reaction is in big part political..

  64. 158
    ) Riad
    March 21, 2014 at 1:00 am

    I think it is good to complain in order to let them know that customers do not agree. But now the comments in my humble opinion are in no relation to the actual problem any longer, especially when some just do not want to admit or understand. The dust issue is something the company should deal with, not the customers. The real problem however is, the company with this dust issue and wrong approach towards customers made it even a bigger problem and more than that, made it a customers problem! And this was the problem and the reason for this discussion. For the sake of this site to remain informative regarding photography, please do consider the following quote since it does make sense::

    ” So? What’s the point of complaining? If you happen to be the owner of D600, it’s just bad luck. Make up your mind – sell it or use it and clean the dust. Nagging at Nikon is just a waste of time…”

    Meanwhile, I will take other brands into consideration until the company decides to win the trust of customers back again. Hopefully soon, since once I am satisfied, I do not change a winning team! Cheers

  65. 160
    ) Riad
    March 21, 2014 at 1:39 am

    Hi Romanas,

    Could you please remove comment # 158 since it is similar to my 159 comment. The system did not respond and I always thought the comment was not sent, so I wrote a new one. Thanks

  66. 166
    ) dinpin
    March 21, 2014 at 12:51 pm

    Hi,

    I just picked my D600 from service in Denmark (it was sent to Estonia for repair) and I was told, after he glimpsed at the serial number, that the shutter mechanism should now be identical to the D610 one.

  67. 172
    ) js
    March 22, 2014 at 3:03 am

    If Romanas writes an article, it’ll be a fierce dispute in comments. Without a doubt.

  68. 182
    ) Aqqalu Augustussen
    March 27, 2014 at 3:53 pm

    My camera just arived from Denmark. I live in Greenland. A nikon authorised repair center “repaired” my D600 with the sensor dust issue. They wroted a note in the package that the shutter mechanism was not the source for the dust issue. They mean that the problem is coming from different causes, like when i change my lens, or when i zoom my lens. Sure, i know those things can cause dust to the sensor. But it’s strange that the camera get easily dust in the sensor. Even i’m cautious. Has anyone experienced a similar service as i did? Plus they forgot to put the rubber eyecup back to the camera :( they will send it back later.

  69. 183
    ) Jim
    March 27, 2014 at 4:27 pm

    Just received my D600 back with a total time door-to-door of 1 month. Did not check for dust right away but instead took some pictures. No problems at all. Enclosed note says they replaced the shutter and did some cleaning. For all the Nikon bashing, most of it apparently deserved, I really can’t complain. I think one of their major failures throughout is very poor communication. If initially they had just said there may be a problem and we will fix it as soon as we are able and had followed through in a timely manner, I suspect most all of us would have been satisfied. They would have scored kudos and increased brand loyalty. They should not have to be brought to that same outcome kicking and screaming and claiming that we, the users, are to blame for their mistakes. The camera takes great quality photographs; I should be so competent.

    • 184
      ) Harish
      March 27, 2014 at 5:16 pm

      And if they had not introduced the d610, if I may add :)

  70. 185
    ) Harish
    March 27, 2014 at 5:23 pm

    Just saw this post as I was following D600’s china debacle

    Wish they had done it in the US too. Could have avoided a class-action and lawyer fees and gotten great customer loyalty in return

    http://www.china.org.cn/china/Off_the_Wire/2014-03/27/content_31925615.htm

  71. 186
    ) Mikhail
    March 28, 2014 at 8:44 am

    Roman, they may have read your article :)

    http://www.nikon.com/news/2014/0328_01.htm

    … if a number of multiple granular black spots are still noticeable in images captured with a D600 upon which the above service has been performed several times, Nikon will replace it with a new D600 or an equivalent model.

    How about them apples.

  72. 187
    ) Harish
    March 28, 2014 at 8:57 am

    Yeap! :). Although, I would like Nikon to define “several”. That could be 4, 10, 100… who knows! For all you know this might just be to assuage the press. I will believe it when Nikon walks the talk.

    Again, not being pessimistic but speaking from experience where Nikon said they will replace/refund if I had the issue again. I did and they backtracked.

  73. 191
    ) Harish
    March 31, 2014 at 5:00 pm

    I asked a specific question and got this response. This was from the Senior General Manager, Customer Experience (or so I think). Still on the fence. They will ONLY replace it if it is an issue they “think” they cannot fix. Brace yourself to send your camera in about a 100 times before they will replace it

    QUESTION(s)
    The camera has been sent in twice already for repair and the spots have re-appeared (proof of which has already been submitted in the previous thread).

    In light of the new service bulletin, the fact that camera has already been sent in twice for the same issue, would you replace my D600 with a D610/D800?

    If so, I would like to understand the warranty the new camera will carry.

    Would it be new or refurbished?

    Thanks
    Harish

    ANSWER:
    HI

    As previously requested, if you’re having issues with your camera please send it in so we can have a look. If there is an issue we cannot resolve we will, at our option, replace with a like model.

    -David

    • 193
      ) Ollie
      April 1, 2014 at 9:43 am

      As I mentioned before..I sent my camera in for repair 4x. I received the camera back for the 4x on the 22nd and took it out to shoot….guess what spots (just a very few..but, beginning). I immediately sent it back and requested a replacement…and I received the same response that you received. If they can fix it they will, they only problem is that it’s fixed for the moment. They did not even change the shutter mechanism this time…they did that the first or second time. It’s funny how I read on some websites that they are replacing shutters automatically or that they are willing to replace the camera….5x and nothing. Unfortunately, I have alot invested in Nikon products and can not afford to change….also, except for this incident I have had only positive experiences with their stuff.

  74. 194
    ) Harish
    April 1, 2014 at 11:13 am

    Differences (disparities?) in the global and USA announcement

    http://www.nikonusa.com/en/Service-And-Support/Service-Advisories/hs309y82/Technical-Service-Advisory-for-Users-of-the-Nikon-D600-Digital-SLR-Camera.html

    http://www.nikon.com/news/2014/0328_01.htm

    NikonUSA:
    In the event that after this customer service measure has been performed, dust particle spots are still visible in your images, please contact Nikon Customer Relations by phone at the number indicated below to discuss your concern. If appropriate, Nikon will either replace your camera with a new D600 camera or its equivalent model.

    Nikon Global:
    However, if a number of multiple granular black spots are still noticeable in images captured with a D600 upon which the above service has been performed several times, Nikon will replace it with a new D600 or an equivalent model.

  75. 206
    ) Harry
    April 4, 2014 at 4:43 pm

    It seems that history teaches us that nothing is learnt from history…
    All companies seem to have their inner conflict on how to deal with issues and how to deal with customers.
    Not just Nikon.

    http://www.canonrumors.com/2014/04/we-have-more-internal-canon-service-information-on-lenses-cameras/

  76. 207
    ) Alex
    April 9, 2014 at 9:04 pm

    My D600 came back squeaky clean, when i sent it back the next day of the official advisory. 1K shots later, the spots came back again & reached out to Nikon support, politely.

    The support rep asked me for a sample image, & next day I got a call & a UPS label in my email to replace it with a D610. I think Nikon maybe taking off all the D600 from the market. Did anyone else experience this?

    • 208
      ) Ollie
      April 10, 2014 at 1:18 pm

      Nope. My camera has been in 5x, the second time they replaced the shutter mechanism, after that they just clean it and send it back to me.

  77. 210
    ) Ollie
    April 10, 2014 at 4:42 pm

    Yes…I live in nyc, so I sent to their Melville office.

  78. 211
    ) Ollie
    April 10, 2014 at 4:45 pm

    Yes, Romanas. I live in NYC so I sent to their Melville office. I asked to have the camera replaced and they said no, if they can fix it they will….even if it is a temporary fix.

  79. 212
    ) Harish
    April 11, 2014 at 8:10 am

    Ollie, I can understand your situation. I am going thro the same The rules that Nikon use to determine if a camera needs to be replaced appears to be diabolical to say the least :)

  80. 213
    ) Ollie
    April 11, 2014 at 9:31 am

    Harish, It has become very frustrating. But, I cannot afford to change all of my equipment and the sad part about it is that I actually like Nikon products. The last time my camera was returned, Nikon told me that if I keep looking for problems I will find them!! I was shocked at that kind of customer service response.

  81. 214
    ) Harish
    April 11, 2014 at 11:53 am

    yeap, got the same crap. I was told that shooting in unrealistic conditions will expose limitations. Initially did not think too much of it but then it retrospective it seemed like an insult to my common sense.

    • 215
      ) Ollie
      May 16, 2014 at 12:33 pm

      Just wanted to leave a follow-up….I received my D600 back just before my vacation to France in April. I took hundreds of photos and now will spend hundreds of hours removing spots. I was shocked to see so many spots at the f8, f11….before they were only seen at like f22. As soon as I saw the spots I sent an email to Nikon asking them to please read my service history and replace my camera. Just received a phone call from them and they are giving me a shipping label and as soon as they receive my D600 a new D610 will be shipped. Finally. So to all of you out there be patient and keep sending it back…even though it’s a pain. Luckily, I have a Fujifilm x100s (which I love, by the way) and a Nikon D300s to use when the D600 was at Nikon.

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