Customer Service, Photographer Style

While enduring another frustrating experience with Nikon service getting my D2H repaired (I'll spare you the details but the short story is a projected 3-week turnaround) I started wondering why we can get premium replacement plans for nearly everything except our cameras.

We can get on-site service for our PCs, guaranteed overnight replacements for our laptops, projectors, disk drives and just about anything else, and towing and loaners for our cars. But if the multi-thousand dollar camera we rely on to make a living dies on us it can be weeks or even months--if a part is required--before we get it back, even when it is under warranty and even if we are registered "professionals" with the service department.

I don't think the problem is unique to Nikon, and the idea of premium service is so appealing that we're asking our forum regulars--most of whom rely on their cameras for their livelihood--whether they feel this type of premium service is needed and whether they would pay for it.

So we're conducting a reader poll on whether you'd like your camera vendor to offer a premium service contract (like the ones you can buy for your laptop or projector) where a replacement is shipped overnight to you while you send yours in for repair--guaranteed to your credit card of course. These plans have been successful not just with laptops and projectors, but also for disk drives, monitors and cellphones. In other words, most high-tech vendors have figured out that their products are mission critical to small businesses and have done something about it. Nikon and Canon started NPS (Nikon Pro Services) and CPS (Canon Pro Services) to help address this issue back when equipment changed slowly and they could stock spare SLRs, but rapid advances in technology have made it difficult for those organizations to stock the latest gear given their limited budgets. And since they are 'free' services they can't point to directly generated revenue to help them increase their budgets. Frankly, D-SLRs are also more expensive to buy and to stock and need service more often than their film counterparts.

Of course the ideal is to get a quick turnaround on repairs. Nikon Service historically has tried for a week turnaround, but right now are running at about 2 weeks if all goes well (2 business days to open the box and another 7 business days to do the repair if they have the parts). I am not a CPS member, but asked Chuck Westfall about their policies and Canon aims for 3-day turnaround on repairs and will work with CPS members on loaners for repairs taking longer than that. He specifically noted that Canon does not expect working pros to own two of everything to do their job--although obviously they do expect them to have enough 'emergency backup' gear to complete their tasks in the field before gear can be serviced or replaced. I'm interested in feedback from Canon shooters on whether a failed 1Ds or 1D Mark II is something CPS could help them with.

Photographers will pay for premium service: From those responding to our poll so far, an overwhelming 90% believe that their camera vendor should offer premium service with guaranteed replacement. 2/3 of those would pay extra for it while 1/3 feel that it should be included in the price they paid of their D-SLR. Let us hear from you--vote online.

A great way to make money while making customers happy! In Nikon's case, they have locked up their Raw file format with the hope that they can make more money from software. My personal plea would be for them to look closer to home for ways to capitalize on their franchise. Why not offer a premium service contract, optionally packaged with camera loss or damage insurance and purchase financing for large lens and camera purchases. These could all be money makers and would all build customer loyalty.

Cool new Products

Really Right Stuff replacement foot for the 200-400: As many of you know I've started shooting more with the 200-400 and a Wimberly Sidekick. The Sidekick is less stable and harder to use than the full version and doesn't work well with my 600f/4, but sure saves weight and carrying space. With the new replacement foot the camera is much closer to directly over the tripod and the combination is easier to handle than with the stock factory foot and a separate plate. It also fits more easily in my WRP MP-3 and is of course lighter.

Transcend CompactFlash 45x cards. Transcend has a long tradition of making great computer memory. More recently they've entered the digital film market in a big way. I've been using one of their 512MB 45x cards for awhile now, and it is very fast and very reliable. They also offer direct factory support and replacement, saving you the hassle of having to return your card to a local dealer. Their cards have a 5-year warranty. While not as attractive on the surface as the Lexar Pro lifetime guarantee, 5-years is a long time and its unlikely you'll be using the same cards day to day in 5 years anyway. They also offer a 1GB card. They're becoming increasingly price competitive and newegg.com sells their 1GB card for $180.

2004 Cardinal Photo Safari and Event Calendar

July 21-28, Alaskan Grizzly Bears and Puffins (slot still open). The bears are already out up at the lodge where we stay for this trip, so it is looking like another very exciting year. We hope you can join us on our very favorite trip!

October 8-11, Fall Color, Michigan, (SOLD OUT)

DigitalPro News: DigitalPro3 won a coveted American Photo editor's choice award for 2004--the only image management software so honored. Featuring unique real-time image cataloging, unlimited size catalogs, and integrated image viewing, Raw file processing and cataloging DigitalPro3 is well worth a look for Windows users. You can learn more or download a 30-day evaluation copy.