April 22, 2021 Nikon Support [protected]@nikon.net RE: Nikon Sales Order Number [protected] James S. Kellar 45-253D William Henry Road Kaneohe, HI 96744 Email:[protected]@gmail.com Subject: Lens Ordered-Never Received-Sent to Wrong Address Gentlemen: This communication is based upon the following chronology: 4/5/21 3:00 PM HST I noted an email from Nikon Store advising of the last day of a sale of Nikon refurbished equipment. I went to the Nikon store website and attempted to place an order for AF-S NIKKOR 24-85mm ƒ/3.5G ED VR (refurbished) lens. I tried to place my order but kept getting an indication of a problem and a request that I try again later (I tried several times to no avail). 4/5/21 3:30 HST I tried to call Nikon however it appeared that the store was closed as of 8 PM EDT (2 PM HST) 4/6/21 10:37 AM HST I phoned Nikon and spoke to Elissa M. and was then able to place an order for the lens over the phone. 4/6/21 11:12 HST I received an email (Ref #[protected]) as follows: …Thanks for your purchase of the AF-S NIKKOR 24-85mm f/3.5-4.5G ED VR! Your store order number is [protected]. You will receive an email confirmation with details of your order to this email address if you have not already. Please note that processing for orders may take up to 3-5 business days. You will receive another email with your tracking number once your order ships. 4/6/21 10:53 AM HST My credit card was charged $310.95 4/14/21 9:04 AM HST Having not received an email or tracking conformation as indicated above, I called Nikon Support to further inquire as to the status of my order. I spoke to Carl R. I told Carl that contrary to the 4/6/21 email from Nikon, I did not get the lens or a confirming email with a tracking information. Carl advised me that in fact a confirming email was sent. I advised Carl that I had not received such an email. Further Carl told me that the lens was delivered by UPS and "left at the gate" (no signature required). Since UPS always normally leaves my parcels in a secure place at my front door. I checked to make sure I had not missed it, but no lens was there. In following up on the "left at the gate" info and since there is no "gate" at our residence, I became suspicious of where the lens was actually delivered. Other than that, Carl was not able to satisfactorily advise me any alternate info regarding the delivery of the lens to me. Accordingly, I asked that I be passed to someone above him with more authority to seek a suitable solution to prompt receipt of my purchase. I was then turned over to Senior Representative Jessicah S. During my conversations with Jessicah and Carl, two things came to light. First, it was determined that Nikon had truncated my email address on the confirming email, preventing it from being sent to me. Second it was determined that my home address on the package was also truncated and thus incorrect. (If I had gotten the confirming email, I could have immediately recognized the shipping address error and sought to correct it) The solution offered was to attempt to have UPS make 3 attempts to retrieve the mis-delivered package, return it to Nikon, and then re-ship it to me. This was unacceptable to me since I had ordered the lens for a specific event and for the weekend period starting 4/16/21, so in my case time was of the essence. A simpler solution and one that would communicate better customer relations was to send me a replacement lens and when the errant lens was retrieved, put it back in stock at Nikon 4/19/21 10:16AM Some 5 days later with no lens and no communication from Nikon, I phoned and spoke to another Nikon Support Rep and again asked to speak to a supervisor (other than Jessicah) and was referred to Timothy. At least Timothy was sympathetic to my problem as I explained the whole scenario. Timothy, indicated that he would see what he could do to get the lens to me. Today 4/22/21 some 16 days later, I have not been able to get any definitive answers as to when I am going to get the lens that I ordered and paid for. In summary I would like to communicate my observations of this whole process. In spite of ostensibly having all my personal information correct (name, street address, email address etc. in the Nikon database (having ordered and received items from Nikon Store previously) critical errors were made in getting things right. None of the Nikon Support representatives with whom I discussed my situation were sympathetic to my situation and having a sense of time urgency, further reflecting Nikon's systemic arrogance and or indifference (except Timothy) Elissa M. was very cheerful, courteous and helpful in taking my order. Jessicah was seemingly more focused on telling me how good she was at her job and that was why she was in the Senior Representative position. I'm sure she deserves credit for this, but she came across as being less focused on a solution to ensure that I, the customer, was comfortable with and how Nikon chose to remedy the problem. Moreover, being dissatisfied with her nebulous answers, I asked Jessicah if I could speak to a representative above her that had the authority (and emotional maturity) to help me solve my problem, Nikon's further arrogance was exemplified by being told "THAT PERSON DOESN'T TALK ON THE PHONE" Really…this is preposterous!! This is in keeping with the common knowledge in photographic circles that Nikon has a reputation for being extremely arrogant! In connection with sales and service issues relating to their products. In my opinion, Nikon has repeatedly shown in this instance that they are not holding themselves accountable for errors as their incentive to seek a remedial solution satisfactory and to promote a customer's good will. Please note that each and every email from Nikon Support was entitled: "Your question was answered". This is erroneous! My question in each and every communication was "When can I expect to get the lens that I ordered" and this was not answered. Further note that each and every email stated: Please allow 1-2 business days to receive an update. This is fallacious for two reasons. I never received any Nikon generated updates, and certainly not in 1-2 business days. Today Nikon says they are attempting to have UPS pick up the package. If unable, Nikon will refund the money. This makes no sense, what am I to do, turn around and re-order the lens? Will I get the same sale price? To this day I have not received an invoice Respectfully submitted, James S. Kellar