Click to view our Accessibility Statement or contact us with accessibility-related questions
Showing 1 of 12 conversations about:
jeremy205100
86
Mar 27, 2018
bookmark_border
EDIT: Massdrop has resolved this, at least in my opinion. They will give you a receipt from the authorized dealer if and when you require warranty service, and if anything goes wrong they will reimburse you for any repairs. You can see the post below for Duncan from Massdrop's response to my questions. https://www.massdrop.com/buy/nikon-d850-dslr-camera/talk/2017025?utm_source=linkshare&referer=T3XNMA
You will not be getting a Nikon warranty on this, like Massdrop is advertising. Look at this post below to see someone having to pay Canon out of pocket because of the lack of warranty. Massdrop reimbursed them, but has not clarified the situation for future purchasers. Nikon has essentially identical warranty practices as Canon. https://www.massdrop.com/buy/canon-ef-100-400mm-f-4-5-5-6l-is-ii-usm-lens/talk/1977363?utm_source=linkshare&referer=T3XNMA If you'd like, you can read more about the so-called warranty and why it isn't valid in these threads below. https://www.massdrop.com/buy/sigma-150-600mm-5-6-3-contemporary-dg-os-hsm-lens/talk/1930521?utm_source=linkshare&referer=T3XNMA https://www.massdrop.com/buy/nikon-50mm-f-1-8g-af-s-nikkor-fx-lens/talk/1909148?utm_source=linkshare&referer=T3XNMA
Mar 27, 2018
Duncan
3731
Mar 27, 2018
bookmark_border
jeremy205100Hey Jeremy. I totally hear your concerns about the warranty. And I've read through all the comments you've made about how we present our warranties in general. It's certainly not a normal process, I'll admit, but I assure you we stand by what we have advertised. I'm hoping I can add some clarity to this conversation overall, but I know you've already had some discussion with our team about this so absolutely let me know what you think.
Any person who needs to redeem their warranty can contact the manufacturer directly and will be able to get what they require for warranty verification from us. I know you mentioned that some people would need to provide an invoice from the vendor, and that's actually where we come in. If it needs to be provided, anyone can contact/file a ticket with us to get that. But I'll be fully honest, of the absolute tons of drops that we've done with cameras and lenses especially we've had less than a literal handful that needed that.
We change how we do things all the time because people like you raise concerns like this. You should always feel free to let us know when something needs more clarification. We really do appreciate it.
In fact, we've changed the messaging of how the warranty and registration is explained on each drop page and have also put processes in place with the vendors and our community support team to better assist the customer when problems to happen because of your comments!
Anyway.. If you ever have any problems with any drops, have any issues with what we're doing, or just have feedback in general, you can feel free to e-mail me directly (duncan.campbell@massdrop.com) and I'll make sure to address it personally.
Thanks, Duncan
Mar 27, 2018
jeremy205100
86
Mar 27, 2018
bookmark_border
DuncanDuncan,
Thank you for your response. Myself and many others have found it very frustrating that Massdrop has ignored this issue and refused to respond to it until now. I believe you have done your company a disservice by doing so. Clearly many others agree, as I have not made any posts in the community that were not related to this issue. Thus, all of my positive feedbacks are from my posts about this. I am glad to have a conversation with you about it, as having a back and forth allows it to be clarified and potentially resolved.
Usually, Massdrop presents the warranty (or lack of one) accurately. But warranties with these camera companies are different, as they will ask for a receipt from an authorized dealer, and refuse to cover it if they suspect something fishy is going on. The reason you haven't heard from many customers is that it is unlikely a lens or camera will need to be serviced under the warranty. However, if it needs service, the customer will need the receipt from an authorized dealer. Are you saying that you will provide anyone who participates in the drop, regardless of if they have an issue, with a receipt from the authorized dealer for warranty purposes? If so, this would address my concerns.
I will note that by providing these receipts the dealer is likely to be exposed, and sooner rather than later. I saw who you guys are likely working with on another drop but out of respect I will not repeat it. That said, once this dealer gets exposed, the manufacturers will almost certainly either take away their authorized dealer status or require them to stop working with you. What will Massdrop do if this happens and then someone subsequently has an issue and needs a receipt?
As I have stated previously, I have nothing against Massdrop. Some have tried to dismiss me as a troll, but I have participated in a drop before (unrelated to photography) and might again in the future. I thought you were a unique and innovative company until these photography drops with USA warranties started happening. Massdrop has done great work in the audiophile community, and there are also some nice men's fashion drops. But these photography drops are a different beast, due to the size of the companies you are dealing with. The way you have chosen to handle our valid concerns, by having JaySun ignore us, is bad business. It is also borderline fraud and false advertising, since it is not clear you are delivering what you are promising. JaySun does not determine if a product has warranty coverage, Nikon does. He does not understand this.
If you answer my two questions regarding whether a receipt from the actual dealer is available to anyone who wants one and what will happen if the dealer loses their authorized status or chooses to stop working with you, I will update my comments with this and change my view that these drops will not receive warranty coverage. However, you must realize that continuing to dodge these questions and not giving direct and honest answers to them will result in people continuing to be scared away from these drops.
Mar 27, 2018
Duncan
3731
Mar 27, 2018
bookmark_border
jeremy205100Hey Jeremy, Thanks for the quick reply. I can tell by the way that you respond to people, me included, that you’re definitely not a troll and I even said earlier this morning that you come across as a person who respects and protects the communities you care about. So that’s great.
You have two main questions here about getting warranty receipts from the dealer, and what we will do if someone needs a receipt when they have an issue if the dealer gets exposed.
Firstly, when it comes to the warranties, the warranty is registered for every customer and we provide the receipts to the customers who need them so not everyone who joins the drop gets them. To be more specific, the dealer registers all of the warranties manually, and we don’t issue receipts from the dealer unless necessary for the warranty.
Secondly, if the dealer is exposed, goes out of business or closes, or anything happens in which the manufacturer can’t help with the warranty, we take care of it. You mentioned the instance where someone had to pay out of pocket and we reimbursed them for it. That is a very rare but fitting example. Like you said, it’s unlikely a lens or camera will need to be serviced under the warranty, but we still want to be prepared for those situations anyway so the customer isn’t left hanging.
All in all we aim to make sure that the warranties that we advertise are satisfied. Your feedback about giving more clarity on them is still important and that’s why we’re doing our best to make sure we’re as transparent as possible, as well as helpful.
I hope this all makes sense and addresses your concerns. Above all else I want to make sure I answered your questions clearly. Regardless, let’s keep talking. We’re more than happy to help and your feedback means alot.
Thanks, Duncan
Mar 27, 2018
jeremy205100
86
Mar 29, 2018
bookmark_border
DuncanDuncan,
Thanks for the reply and straightforward answers to my questions. I am satisfied with your answers. While it would be nice if everyone could get a receipt, I recognize the need to protect the dealer you are using. The fact that Massdrop is willing to take care of it if anything goes wrong rectifies this, at least to me. I feel this has been resolved, and will update my previous posts on other drops accordingly. However, I was not the only one that had issues with this and I cannot claim to speak for anyone else.
Thanks again for resolving this. I don't understand why it took several months, but better late than never.
Mar 29, 2018
Duncan
3731
Mar 29, 2018
bookmark_border
jeremy205100You're more than welcome. We'll do what we can to make sure these things are cleared up with anyone/everyone else and if you ever see something that we don't, feel free to hit me up.
Mar 29, 2018
jeremy205100
86
Mar 29, 2018
bookmark_border
DuncanI have edited my previous posts.
It might be helpful to briefly but explicitly state how the process works on the drop pages. That way people know to contact Massdrop to get the receipt when and if they have an issue. Also, the fact that Massdrop will stand behind the warranty if anything goes wrong is reassuring, so it might be worth mentioning that too. However, this is up to you and Massdrop.
These products don't have high failure rates, so I wouldn't want to alarm anyone, but the process is a bit different than going straight to Nikon. The customer needs to contact Massdrop, and then Nikon. Not that big of a deal, but important to note.
Mar 29, 2018
Duncan
3731
Mar 29, 2018
bookmark_border
jeremy205100I'm with ya. Some of our drop pages have instructions but not all of them. I'm going to circle back with the team and clean up any areas that need attention.
You have my email if need. I welcome you to use it if you like if there's ever something missing.
Mar 29, 2018
hyperlinked
304
Apr 1, 2018
bookmark_border
jeremy205100"These products don't have high failure rates"
I don't think you can say that. Generally speaking, most of Nikon's cameras work well and are battle ready, but they have released models that have a reputation for developing serial problems. I'm a d750 owner. I love that camera and I love it no less even after having to send it in twice for recall service. The second time wasn't for proactive reasons. I suffered an actual failure. The leafs on my shutter got stuck and developed tears.
This model went through three different recalls for the shutter alone. We just don't know yet if the d850 is going to be one of those cameras that gets recalled repeatedly.
search
Apr 1, 2018
jeremy205100
86
Apr 2, 2018
bookmark_border
hyperlinkedTo be fair, most of these drops have been for lenses, which is what I was considering when I made that comment. SLR lenses have very low failure rates, which I'm sure you'd agree with. I also have never had an issue with a Nikon body, but I am well aware that some are more prone to issues than others. Looking back now, I do agree with you regarding some Nikon bodies (specifically the D600 and D750). But most have had no issues (the D3000 series, D5000 series, D7000 series, D800 series, etc.). Also, the D850 has been out for long enough now that there is almost certainly no major defect affecting all of them. We would've heard about it by now.
While I sympathize with your experience, the early adopters of the D750 were just unlucky if you ask me. Not every release will be perfect out of the gate, just ask Samsung about the Galaxy Note 7 or Apple about the iPhone 4. I am by no means saying your experience is ok, but I'm just explaining my comment further.
Apr 2, 2018
hyperlinked
304
Apr 2, 2018
bookmark_border
jeremy205100I hear you and I've actually bought a lens off of Massdrop before and would do so again, but as a d750 owner, I'm not so quick to give the d850 a clean bill of health. The d750's issues didn't come up right away and it went through two additional recalls after Nikon declared all the issues were addressed. My damaged shutter wasn't my original shutter. It was the new and improved replacement shutter, which was itself recalled two additional times. The recalls didn't just affect people who bought early copies.
That said, I would not hesitate to buy another Nikon or even another d750 because Nikon's service is stellar. My d750 has been shipped back to them twice. Each time it came back to me in just over a week and I didn't pay a thing either time. The shutter that was damaged had over 120k actuations on it and they replaced it for free. Rumor has it that if you have to send it in a third time for the same issue, you get a new camera.
Passing up direct access to that kind of service and support is not worth saving a $100 to me nor would it even be worth saving several hundred dollars (unless I were to buy a body to strictly use as a backup).
Apr 2, 2018
jeremy205100
86
Apr 2, 2018
bookmark_border
hyperlinkedI suggest you read all of the links in my first post of this thread. There has been a "debate" about whether or not the US warranties that Massdrop is advertising on some of its photography drops are truly valid, and in this thread Duncan from Massdrop finally cleared it up, at least in my opinion, after months of uncertainty. You are not passing up the warranty for the $100 in savings, although I agree the savings are minor. With the D850 remaining very hard to get, it is unlikely Massdrop could have gotten a better price.
Apr 2, 2018
hyperlinked
304
Apr 2, 2018
bookmark_border
jeremy205100I understand that Massdrop figured out a way to technically give you a real warranty, but it's still a workaround. It's something that Nikon could shut down if it becomes a big enough concern for them. It's probably too small of a irritant to be worth the trouble for now, but there's no way they're cool with this. They have reseller rules for a reason.
Even in a best case scenario, it'll mean that you need to jump through one or two extra hoops if you need service, which is why it's not worth it to me.
Apr 2, 2018
jeremy205100
86
Apr 2, 2018
bookmark_border
hyperlinkedYou're not going to get any notable cost savings, which on some of the lens drops were significant, without a workaround. Some of the lenses were selling at used prices but are new and have the warranty. Massdrop stated they are backing it if anything goes wrong, so worst case scenario is Nikon charges you for the repair and Massdrop reimburses you. That is good enough for me if the savings are significant enough, although I have yet to participate in any of the drops.
You, and everyone else, are entitled to their own opinion.
Apr 2, 2018
hyperlinked
304
Apr 3, 2018
bookmark_border
jeremy205100Dude, I wasn't arguing with you.
Apr 3, 2018
View Full Discussion