Rant: The Nikon Factory Direct Store is a bunch of rip-off artists and hoodlums

DukeBoom · Feb 24, 2011

I'm in the market for a d300s body. I like to get the best deal I can, and have no qualms about purchasing used/refurb gear.

The Nikon Factory-Direct "Outlet" has a refurb d300s body for $1440. B&H has a NEW d300s body for $1450. On ebay, you can get the NEW Japanese d300s bodies for $1250.

I decide to call the Nikon Factory-Direct Store to negotiated a better price for the refurbs - I mean, come on, $10 less for a refurb compared to a new US one is ridiculous.

I tell the Sales guy I can get a NEW body for practically the same price and/or cheaper on ebay and at B&H. He tells me, "Don't get it on ebay."

I go, "why?"

He replies, "Because they're not US models."

I tell him that they're identical. He goes, "But we [as in Nikon] don't know where they come from. And we won't work on it or repair it for you. You will have to send it to Japan to get it repaired." I decide not to mention how some of these resellers have sky-high feedback ratings and offer warranties.

So instead I tell him that B&H has a new one for $10 more, and it would behoove him to go lower on the refurb body.

He replies, "I can't do that because this is coming factory-direct from Nikon." Uhhh-huh, ok. I decided against telling him that if it were really factory-direct, they'd be sending it directly from me from Asia.

After this a$$hole from Nikon, I'm reconsidering going to Canon.

Based upon my years in the retail industry, I guarantee B&H buys them new for likely between $800-900. I'm not asking Nikon to go down to $800 for a freakin REFURBISHED body because I understand they're "protecting" they're 3 or 4 authorized suppliers/distributors. But to not negotiate at all on a freakin refurb that is priced way out-of-line is RIDICULOUS.

Add to that the rudeness of the Sales rep, well, it's a big turn-off.

Patrice · Feb 24, 2011

Take a chill pill. He told you his price and for you it's too much. Well this happens all the time, no big deal. Buy elsewhere.

Imported bodies are not covered by US warranty. Same for Canada. Fact of life.

Calling the guy a hoodlum and an a$$hole because he is not in a position to lower his price is immature and irresponsible.

DukeBoom · Feb 24, 2011

J&R sells the NEW d300s bodies for CHEAPER than Nikon is selling a USED REFURBISHED body.

And when I ask to negotiated they blow me off and are rude. In fact, when I asked why their USED price is higher than a new price from J&R, the rep replied, "I don't know. Why don't you ask J&R that?"

Is that how a large "pre-eminent" business treats their customers?

AverageJoe · Feb 24, 2011

I applaud you for your efforts in trying to get a better deal, I don't think it hurts to ask and that goes for any major purchase (as long as you do so respectfully which it appears you did). I would recommend looking at KEH and watching the used sections of Adorama, B&H as well as your local and surrounding Craigslist Communities. While I myself am a Canon shooter, I wouldn't let this experience detract you from a Nikon, retail phone oriented sales people are what they are and they will probably be the same at Canon.

DukeBoom · Feb 24, 2011

Well, the situation goes beyond ME.

This is how I see it: Maybe I'm astute enough to purchase a NEW body from another retailer for CHEAPER than Nikon is selling a USED body factory-direct. But other potential customers may not have 8 hours to research prices as I do. And Nikon has NO QUALMS about ripping their customers off.

I had asked to speak with the Sales Rep's Manager to negotiate the price after the original sales rep was unable to. I told the manager that basically I might buy the body from J&R, other customers may unwittingly be duped into overspending on a USED piece of gear. The manager's reply verbatim was, "some customers choose to spend more in order to buy factory-direct."

I could hardly believe my ears when I heard this. It serves as proof to me that they don't mind ripping off their customers. Their retailers have far more integrity than the company itself. Usually Japanese companies have vastly improved Customer Service SOPs as well, which makes my encounter even more disappointing.

tambrico · Feb 24, 2011

You realize that...if you buy something factory direct, it will ALWAYS be more expensive than if you buy it through a retailer. This comes as no surprise to me. If you can get it cheaper somewhere else, then just do that...

DukeBoom · Feb 24, 2011

Of course I understand that for NEW gear. But for used gear, that is plain ridiculous. My MO is typically to buy used/refurb electronic gear factory-direct, and 99.9% companies are more than happy to get inventory that's taking up space on their shelves at a steep discount in order to get it off their books for something less than a total loss.

quiddity · Feb 24, 2011

amazon 1400
Amazon.com: Nikon D300s 12MP CMOS Digital SLR Camera (Body Only): Camera & Photo

bentcountershaft · Feb 24, 2011

I'm going to have to go ahead and recommend that you get over it. Nikon will never under sell it's retailers and I'm quite sure they have contracts with them that explicitly state that. Being that places like B&H and Adorama sell refurbished Nikon gear I'm not at all surprised that it's treated the same way.

Gaerek · Feb 24, 2011

If both parties agree to the transaction, and both are happy with the outcome, is it a rip-off? You did the right thing. You asked if you could get a better price. He told you no. You would not have been satisfied with the outcome of the sale, so you declined their offer. You had a quote here that tells us that you don't really understand how a business works. It's not just about price.

The manager's reply verbatim was, "some customers choose to spend more in order to buy factory-direct."

This, my friend, is called peace of mind. The person pays a bit more, but gets to deal directly with the company whose logo appears on their product. People will pay more for this, even if they know they can buy it cheaper elsewhere. Most people also know never to buy anything factory direct if you're in the business of saving money. Factory direct prices are almost always the MSRP, which is almost always higher than retail. This is hardly proof that they don't mind ripping their customers off. I imagine if I tried to buy a Canon factory direct, it'd be more expensive than buying it from B&H, Adorama or Amazon. I live in a place where products are typically around 25-30% more than you can get things in most of the United States. I buy a lot of stuff online to save money. But there are stores I do shop at locally, because I get value beyond the cost of the product I'm buying for the extra money I have to pay. It could be because they let me finance expensive products at 0% interest, or they provide additional customer service, or it could be anything. In this case, people (not you, obviously) get value for their money by shopping factory direct. This is simply not a rip-off. A high price doesn't make it a rip-off. I think that you're more pissed that you couldn't get a product for lower than retail, than you are anything else.

DukeBoom · Feb 24, 2011

Sure, they may have pricing contracts in-place.

BUT that doesn't excuse their VERY poor communication in regards to their tones of voice, their irritability, and their explanation. Bear in my mind that I did not act irritable and I was very calm.

This is my first time in contact with Nikon customer service, and if this is any example of the rest of their phone support (or how they might handle a repair for something that's still under warranty), then I'm very skeptical about purchasing their equipment. <-- This is what most concerns me.

Derrel · Feb 24, 2011

I found the OP's use of the term A$$holes ironic....

Female cashier rips B&H Photo Video's hiring, promotion practices in lawsuit

B&H Settles Discrimination Suit For $4.3 Million: Gothamist

At B&H Photo, Employees Say Not Everything Is Picture Perfect - WNYC

Hmmm....I wonder how it is that costs can be cut so,so,so low?

Stradawhovious · Feb 24, 2011

To the OP....... Welcome to a free market society.

You want to know WHY the sell it for that price? Because they can. Period. People are buying them. Period. If people weren't buying them, they would lower the price.

If you can find it elsewhere cheaper, do it. You said you found it cheaper elsewhere.........

I don't see the problem here.

AverageJoe · Feb 24, 2011

Interesting string of articles Derrel, I have purchased from B&H in the past but I think I'm going to lean more towards Adorama now.

kundalini · Feb 24, 2011

DukeBoom said:
I'm in the market for a d300s body. I like to get the best deal I can, and have no qualms about purchasing used/refurb gear.

The Nikon Factory-Direct "Outlet" has a refurb d300s body for $1440. B&H has a NEW d300s body for $1450. On ebay, you can get the NEW Japanese d300s bodies for $1250.

I decide to call the Nikon Factory-Direct Store to negotiated a better price for the refurbs - I mean, come on, $10 less for a refurb compared to a new US one is ridiculous.

I tell the Sales guy I can get a NEW body for practically the same price and/or cheaper on ebay and at B&H. He tells me, "Don't get it on ebay."

I go, "why?"

He replies, "Because they're not US models."

I tell him that they're identical. He goes, "But we [as in Nikon] don't know where they come from. And we won't work on it or repair it for you. You will have to send it to Japan to get it repaired." I decide not to mention how some of these resellers have sky-high feedback ratings and offer warranties.

So instead I tell him that B&H has a new one for $10 more, and it would behoove him to go lower on the refurb body.

He replies, "I can't do that because this is coming factory-direct from Nikon." Uhhh-huh, ok. I decided against telling him that if it were really factory-direct, they'd be sending it directly from me from Asia.

After this a$$hole from Nikon, I'm reconsidering going to Canon.

Based upon my years in the retail industry, I guarantee B&H buys them new for likely between $800-900. I'm not asking Nikon to go down to $800 for a freakin REFURBISHED body because I understand they're "protecting" they're 3 or 4 authorized suppliers/distributors. But to not negotiate at all on a freakin refurb that is priced way out-of-line is RIDICULOUS.

Add to that the rudeness of the Sales rep, well, it's a big turn-off.