NSC can do a better job

[CT 3833]

sent my D80 in for repair because the MENU button was not responsive, rubber palm grip at rear body dropped off.

The replacement material at about S$20 was cheap. NSC charged me another S$120 for service. I think it was a reasonable price to pay since I have not given my faitheful D80 a long overdue deserving service.

I was happy with the repair after collecting the camera, it was back in good working condition. But I noticed the CCD was not cleaned with obvious spots. While I could easily wipe the contaminated spots off myself, I thought for a S$120 service, NSC should at least clean the CCD for me as well. This is important especially for some others who might not want to touch the CCD themselves. May be I have a wrong expectation?

Anyway, cant complain much about Nikon quality, my D80 is back in good working order, I have a camera, can afford to wait again, now I shall wait patiently for the release of N9?......

 

[alantkh]

sent my D80 in for repair because the MENU button was not responsive, rubber palm grip at rear body dropped off.

The replacement material at about S$20 was cheap. NSC charged me another S$120 for service. I think it was a reasonable price to pay since I have not given my faitheful D80 a long overdue deserving service.

I was happy with the repair after collecting the camera, it was back in good working condition. But I noticed the CCD was not cleaned with obvious spots. While I could easily wipe the contaminated spots off myself, I thought for a S$120 service, NSC should at least clean the CCD for me as well. This is important especially for some others who might not want to touch the CCD themselves. May be I have a wrong expectation?

Anyway, cant complain much about Nikon quality, my D80 is back in good working order, I have a camera, can afford to wait again, now I shall wait patiently for the release of N9?......

?? did you request for CCD clean? if not, why you expect them to clean the CCD? I mean if I am a technician, and customer don't request for CCD clean, I will not be so bo liao as to touch the CCD. Later scratch or something and then the customer complain, I never ask you to clean CCD why you go and touch it... :sweat:

 

[kylelam77]

?? did you request for CCD clean? if not, why you expect them to clean the CCD? I mean if I am a technician, and customer don't request for CCD clean, I will not be so bo liao as to touch the CCD. Later scratch or something and then the customer complain, I never ask you to clean CCD why you go and touch it... :sweat:

Well, it wld be great customer service if they do. 2 weeks ago, I'd sent my body to Nikon USA with a lens to hv the lens calibrated. The body had its sensor cleaned and checked for free even though it was only supposed to be a calibration job for the lens. No adjustments made on the body.

 

[Kit]

The reason being NSC charge some 20 odd to clean your sensor. Did you pay them to clean your sensor? Not difficult to figure that out.....

 

[LBL2009]

If I were NSC manager, I would give customer a free sensor cleaning when the repair cost exceeds certain amount.

This is what makes a service provider stands out among the rest. It earns customer loyalty and creates recurring business and opportunity.

TS has a good input for NSC.

 

[night86mare]

there was once a lady who brought her dog to the vet for a flea check.

she left the dog with the vet for a while , and went shopping.

when she came back, the vet had cleaned all the fleas off her dog.

to make himself stand out among the rest and to earn customer loyalty and create recurring business and opportunity. , he had also got his skilled assistant to give the dog a nice washing down, and to add even more value, he had neutered the dog for free.

the dog was a purebred, and thus the value-added service backfired, as the lady had hoped to raise more little purebred puppies with her dog as the father.

:bsmilie:

moral of the story?

not itchy, don't scratch.

i don't agree with nikon usa's way of doing things, if they do that. good service involves a positive attitude, taking the pains to accomodate customers who have limitations, but it shouldn't encompass drawing feet on a snake.

 

[karnage]

Hmm... I do feel that it would be really good service if they did clean the CCD for you, but it shouldn't be an expectation, as mentioned. Agree with LDL about services above a certain amount. =)

Having said that though, NM, the neutering of the dog was not exactly a good service. I feel that something that will be permanently changed should go through the owner first. In TS' case, cleaning CCD isn't permanent, like washing the dog isn't permanent. So I feel that washing is extra good service, but it shouldn't be expected. Likewise, if NSC found out that there was something wrong with the LCD or CCD, giving good service is not merely changing it for free. It's calling up the customer and informing him, and asking if the customer wants to change or repair, especially if it involves extra cost.

Good service is a privilege, not a right. If it is given, it shouldn't be taken for granted. If it is not, it shouldn't be seen as bad service.

 

[night86mare]

cleaning of ccd sensor can be a potential source where the camera is permanently changed - i.e. scratching of ccd sensor.

if you are the boss of the technician, then it is up to you how to direct your staff. but if there is no clear statement, and company policy does not stipulate additional service such as ccd cleaning.. what would you do if the technician accidentally trash the sensor when providing value added service?

do you think most bosses will pat the technician on the back, write it off as a loss while going the extra mile? or just dock the pay from the technician? :bsmilie:

of course, some will say that technician do so long, will not have such incidents.. are you sure? humans are perfect robots now? :bsmilie:

 

[Xiao_shin]

cleaning of ccd sensor can be a potential source where the camera is permanently changed - i.e. scratching of ccd sensor.

if you are the boss of the technician, then it is up to you how to direct your staff. but if there is no clear statement, and company policy does not stipulate additional service such as ccd cleaning.. what would you do if the technician accidentally trash the sensor when providing value added service?

do you think most bosses will pat the technician on the back, write it off as a loss while going the extra mile? or just dock the pay from the technician? :bsmilie:

of course, some will say that technician do so long, will not have such incidents.. are you sure? humans are perfect robots now? :bsmilie:

Added services is always good. Just because you are afraid of damaging the sensor, you don't provide free cleaning is absurd.

How about you go to the resturant and the waiter give you a stern face. Because, if she smile at you, you might be offended as you believe she is make fun of your new hairdo.

If everyone doesn't want to go the extra mile and is afriad of this and that, where does that lead us?

 

[mogwai]

agreed!

i mean, when i send my car for routine maintenance, i expect them to pick up those candy wrappers from under the mats i accumulated since the last service.

even the shirts i send for dry cleaning. fine, they come to my place, pick them up, clean them, ring me up before dropping them off again. but surely while the shirts are hanging on the rails at their place, they can sew the loose buttons for me.

these guys do a great job. but certainly can do better. waiting for that day...

 

[Xiao_shin]

The reason being NSC charge some 20 odd to clean your sensor. Did you pay them to clean your sensor? Not difficult to figure that out.....

So sad.. It used to be free for camera within warranty. Good to have although I have never utilise the free services before.

 

[wdEvA]

if they clean the sensor for you, it's goodwill.
if they don't, it's fine, and doesn't make their service less better.

 

[karnage]

if they clean the sensor for you, it's goodwill.
if they don't, it's fine, and doesn't make their service less better.

Exactly what I meant... it's out of goodwill, doesn't mean you should expect it.

To explain myself better to NM, haha! I guess I would assume a certain level of expertise in technicians. Of course, like you mentioned, it's up to the company to dictate a certain level of value-added service. And as I have mentioned, it should not be taken for granted.

Many things in this world could've been better, but they're not. If something good happens, be thankful. If nothing good happens (and assuming nothing bad happens), still be thankful for the services provided.

 

[Muckafutha]

service car also come with free wash. not stated in the list of things to check or do, but its done, thats called value added service.

up to them whether they want to perform such services. but such services if performed do affect my assessment of their level of customer service.

of course for risk managment, some firms dont do it. when i was working in a petrol station (not in singapore), we were not allowed to fill up the customers tank, reason being if something went wrong, it is possibly a lawsuit for the company that the fault was due to us incorrectly filling the tank. we do help out old people, but its goodwill on our part, but a serious risk to the company.

 

[paesyl]

If i dun pay for some techincal job to be done...I should not expect that as a add-on service.

Add-on service should be like:
1) Better customer service at the counter or over the phone
2) Well trained counter service on techincal aspect
3) Newpaper and beverage for long waiting customer on counter.

 

[crusher]

Funny, I have different experience. The last 2 times I sent my cameras for inspection, their technicians cleaned the sensor for free while they were checking my cameras.

 

[night86mare]

Added services is always good. Just because you are afraid of damaging the sensor, you don't provide free cleaning is absurd.

i think we should take it as a bonus, not a given, that's my point.

like ns always puts it... one is privelege, one is entitlement..

i think likelihood of scratching sensor as opposed to customer taking offense from smile , the two degrees are a bit far apart... :sweat:

 

[Xiao_shin]

i think we should take it as a bonus, not a given, that's my point.

like ns always puts it... one is privelege, one is entitlement..

i think likelihood of scratching sensor as opposed to customer taking offense from smile , the two degrees are a bit far apart... :sweat:

Agreed.. That's why it is added services.. Something you don't pay but given due to good-will.

Talking abt far apart, potong the dog is even a more far fetched. :bsmilie:

The car servicing should be a better example where the workshop will wash your car after servicing. However, they are also afraid of scratching your precious car. The one I frequent will ask before they wash it for you FOC.

 

[Benji77]

I dont understand your statement.

You clearly know the fault of your D80, and sent it in with specific instructions on what you want them to do about it. You also claim that your total bill of S$140 was a ''reasonable price'', and you also admit that it was a ''long overdue deserving service''. You carry on to say that you ''noticed the CCD was not cleaned with ''obvious spots''.
This is where it gets really shady.

If you felt that $140 was a reasonable price, why not spend another $26 and ask them for a CCD cleaning when the CCD already had ''obvious spots''?

If it was obvious before you sent it in, you would have seen it. You could then request for a CCD cleaning. But you didnt.

And now you expect them to do it for free?

Spare a thought for the Technician sitting at the back. If you had a pile of cameras coming in for servicing, would you have done a CCD cleaning?

sent my D80 in for repair because the MENU button was not responsive, rubber palm grip at rear body dropped off.

The replacement material at about S$20 was cheap. NSC charged me another S$120 for service. I think it was a reasonable price to pay since I have not given my faitheful D80 a long overdue deserving service.

I was happy with the repair after collecting the camera, it was back in good working condition. But I noticed the CCD was not cleaned with obvious spots. While I could easily wipe the contaminated spots off myself, I thought for a S$120 service, NSC should at least clean the CCD for me as well. This is important especially for some others who might not want to touch the CCD themselves. May be I have a wrong expectation?

Anyway, cant complain much about Nikon quality, my D80 is back in good working order, I have a camera, can afford to wait again, now I shall wait patiently for the release of N9?......

 

[ZerocoolAstra]

well in this case I would say that TS hoped they would clean the CCD for free, but certainly can't expect them to do it for free. That's the main difference.
If I send my dirty car in to my authorized agent with a problematic power window, for example, and it came back repaired but not cleaned, I certainly couldn't lodge any official complaint. But I'd feel a bit sian about them not offering a free car wash, that's all...

I think it's a fair point... don't need to try and put him down as though he's so unreasonable...