Ian,
The lack of customer service is the bane of Western Civilization. Nikon is primarily an optics company, Sony is a consumer products company – big difference.
I spent 18 years working with organizations to improve customer service to avoid the kind of experience the gentleman in the video had. Not getting his sensor cleaned as requested is the hallmark of an organization mired in poor procedures, poor processes, and a total lack of customer focus. If I was running that service center, someone would be subject to serious consequences or lose their job. Customer service is that important.
Customer service is the path to customer retention. As the gentleman said, great customer service allows the company to spend less money on marketing and advertising, because it creates a long line of customers for life.
I used to tell folks that people have many choices where they can spend their money; for restaraunts… similar food, similar quality, and similar prices — the most successful ones have the best service. Same goes for auto maintenance and repairs, similar outcomes at many places, the most successful being the one with the best service.
There is a saying in the car business… the sales department sells the first vehicle to a customer, the service department sells the rest.
The lack of a minimum level of service, product knowledge, or even courtesy is why I won’t set foot into a Wal-Mart.
I will never buy a higher end Seiko watch; same outcome as Sony when it comes to after sales support. My wife bought an expensive Movado watch and something broke. Turn around time to the service center and back was less than 2 weeks and there was communication during the process.
If I was going to spend thousands of dollars on a camera system, I would do exactly what you are doing: explore the after sales support of the companies on my shopping list.
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