Nikon ordered to withdraw faulty cameras
Print Edition
Japanese camera giant Nikon was yesterday ordered to remove its D600 cameras from sale at stores across the country.
The ruling was issued by the Huangpu branch of the Shanghai Industrial and Commercial Administrative Bureau after a special “3.15” news program shown on China Central Television to mark the International Day for Protecting Consumers’ Rights claimed they were defective.
Owners of the cameras said on the show that their pictures had been ruined by mysterious black specks.
Nikon has sold about 48,000 of the D600 cameras in China’s mainland, the bureau said.
Since last October, owners have made between 300 and 400 maintenance requests per month, of which 70 to 80 percent were related to the repair or replacement of parts.
Nikon was told by the bureau to handle consumers’ complaints sincerely and properly, and to provide a feasible solution as soon as possible. It was also ordered to strengthen the management of its dealers and repair stores in China.
Officials will closely follow the case, it said.
At Nikon Imaging (China) Sales Co in Huangpu District, Hu Jiarong, a senior manager, said it was too early to say whether the D600 cameras have a quality problem. A change of the shutter assembly may remedy the problem, which Nikon will offer free of charge, he said.
Alternatively, customers can have a replacement, Hu said.
Some online shopping sites, including JD and Yixun, have stopped selling the cameras and are waiting for information from the Japanese firm on how to handle refund requests. But the D600s were still available on Taobao yesterday.
In the CCTV program, staff at Nikon repair stores in Beijing and Hefei were shown telling customers the specks were caused by dust getting into the cameras. Owners, however, denied ever changing their lenses.
The show also suggested that Nikon customers in the United States received better treatment than their Chinese counterparts. Some owners of faulty D600s there were given D610s as replacements, it said.
Nikon said it released information about its after-sales service in February and will continue to offer all of its customers in China a “high-quality and standardized global service.”
Weibo users in China, however, said the statement lacked sincerity.
One person wrote: “If Nikon insists on double standards for China and the US, it will be abandoned by Chinese users.”
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