Camera Delay
If only every place had service like I’ve received for my laptop at Mac Station. They replaced my screen when it went haywire and put in a new battery when the computer started shutting off while still showing a charge. All this was done under warranty, at no cost to me, and with professional service. Repairs were promised within 48-72 hours and completed at the lower end of that estimate. What I appreciate most about their service is that they fulfill their word and don’t promise what they can’t deliver. Outside of their building on Ayucucho, I’ve found Buenos Aires businesses to be full of poor service, empty promises, lying, and disregard for the client. I’ve gotten used to it and accepted it as a part of life. It’s even become funny at times and I consider it part of the character of the country. But I’m not laughing now after returning from the Nikon repair center and being let down once again.
I didn’t exactly pick the best time to fall and break a camera. The only Nikon repair center in the country was relocating their repair facilities and, even though I first stopped there on December 28th, they didn’t take a look at it until today. To their credit, they warned me that their move would delay repairs until at least the 15th of January. However, the man working the counter did promise me that it would be done by the end of January at the very latest. To be certain that I understood correctly, I asked him to verify this and he explicitly repeated that it would be done by the end of January or sooner. I had little choice but to wait around for the repair. It was either that or fly to Chile and stay at a hostel while I waited. I’m not sure how long it would have taken there, but at least I already had a place to stay in Buenos Aires.
Today when I went online to check on the status and sign off on the repair, things had changed. The form said that it would be “impossible” to have the camera ready by the end of the month. (Imagine seeing the word “impossible” in this context in the United States. Doesn’t happen.) So, I got on the subway and headed down to find out what was happening. Apparently, they had experienced some difficulties at the new location. The phone lines had not been up and running and the electricity had been out in the entire neighborhood. He did not specify how long this lasted, but said they were even more backed up than expected. When I asked about a concrete deadline for a repair, he had no idea. He placed a call to the service center and they couldn’t give me one either. I also asked for an explanation on a possible repair required for the lens, but it was difficult to get one because the lens and camera were at the repair center, in another part of town. I was told to come back Tuesday so that we could talk with the technician assigned to my case. When I asked, “Why not Monday?”, I was told the technician would not be working Monday (or Saturday apparently, even though they’re open). They would also be missing a technician for a while when he went to the United States for training.
So there was Argentina customer service in a nutshell: a bunch of excuses and no apology or attempt at accommodation whatsoever. Not once was there a “I’m sorry Mr. Berg.” They guy was decent enough, but I still found myself desperately wishing I were in the U.S. I understand that things go wrong, but I’m not used to so many excuses and so few absolutes. I left the office exasperated. It was already frustrating enough having to sit around for 3-4 weeks just waiting for a repair. To be told it would be even longer was more than I could handle. I had reached the point of frustration where all the emotions are gone and you can’t get angry or do much of anything.
We’ll see what happens Tuesday, but I can’t just wait around. It’s killing me that I’m losing time to see some of the most beautiful landscape in the world. If I were in the U.S. in this situation, I’d buy a new camera online and then sell the repaired one on eBay, taking somewhat of a loss, but not coming out too far behind. But this is somewhat cost prohibitive here in Argentina as the prices of DSLRs are more than 50% higher than at home. However, at some point I’m going to have to do something or I may go nuts. It would just be nice if I could get a straight answer from someone and solid customer service. I guess I’ll have to break my Mac if I want that to happen.
