Fuji Photo Film USA Inc.

I spoke to the company that the camera was purchased from. From what they told me, the customer called about 3-months after the return policy was over. Once the return policy of the vendor is over, the 1yr Fujifilm warranty takes over. This warranty is a
Repair/Replace warranty only! As you can see by her own words, we replacedher camera for her twice and it turns out it was the battery and charger. I will be sending out a new battery and charger to the customer on Monday the *** of April. The customer will not be receiving any cash refund from Fujifilm as it was not purchased form us

From what I can read about this customer’s issue, they are out of the return policy from the store. Once the return policy from the store is up, the Fujifilm 1yr Repair/Replace (same model) warranty takes over. We cannot upgrade the customer’s camera. They would need
to send in thier camera with a valid, dated proof of purchase as stated in our 1yr warranty card.As far as the software, the customer does not have to use it to get their pictures off. Once they plug in the camera, all they need to do is go to My Computer and look for the new drive that appeared. Sometimes the camera name will appear instead. They just have to click on it and take the pictures off and place them in a folderof their choosing.Also, if the customer has a card reader or can purchase one, this is the preferred way to take off the pictures. They just put the card in the reader and click on the drive that appeared in My Computer and take the images off.All of this can be explained by our support reps

This camera was repaired under warranty as the Support Rep stated Camera is on its way back to customer.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:*** *** is lying about a large portion of this interactionFirst, he claims that I waited 3-months to contact the company regarding the issue with the cameraIn fact, I contacted them immediately, as *** can attest to (feel free to contact them yourself--*** *** contacted them last week, as I have documentation of; his feigned ignorance is actually just dishonesty)Also, I specifically asked him not to send the camera back a second time, but what he's claiming isn't true anywayThe second camera was not a "new" camera; it was the same camera with a work order issued on itI received a slip in the mail that said that the camera had been checked and that it was fineThe same exact charger and battery were in the boxThe slip made no mention of these items having been checkedI'd like to add here that I specifically asked *** not to send me this camera back a second timeI had to pay to ship this camera back a second time and then, when I received it back in the mail and it STILL did not work, I had to pay to ship it back a third timeI included in the shipping materials a note to *** that I did not want this camera returned to me a third timeI just read that he will be shipping it to me once again, which means that I will be responsible for returning the camera and the associated costs yet againWhen does this circus end? How is *** *** getting away with lying about his services, sending back a camera, charging me for it, and accusing me of breach of contract? Does this camera have a warranty? YesDoes that mean that I'm not entitled to my money back? NoThe camera stopped working well within the first days; it was reportedSince then, all I have dealt with from this company have been lies, manipulations, and crazy back and forths over $It's mysterious to me why they won't just issue the refundBut it's even more mysterious to me why anyone would ever do business with them moving forward
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Please see the attached images of the two repair orders.  Fujifilm’s only legal obligation to the customer is to provide support after the return policy from Call One is over as it is written in our 1yr warranty card which is also attached.   Our warranty is a repair/replace warranty only!  The two repairs show that Fujifilm has been more than helpful to the customer by replacing her camera twice even though there was no error found with them. We are honoring the warranty card as it is written and this will show in court if needed.  By the customers own words, the camera was not the problem but it was the battery and charger.  I received the customer’s camera back and tested it myself.  The camera works fine with the new battery and charger.  I also tested the battery and charger, and there was no issue with them as well.  As a courtesy , we are going to send back the camera with the new charger and battery.  If the customer refuses the camera, it will be held in our [redacted] facility for 6months.  If no response is received within that time, the camera will be considered abandoned and order will be closed.  We have video on file of the camera working if needed for any legal action taken.Our legal dept. has been notified of the customer’s threats and they will be contacting the customer.  The customer is making false claims that she is not being helped.   The customer has made no attempt to reach me as she has claimed. I have no emails or phone calls from her.  If she really wants to work things out as sheclaims, she will read her warranty card and accept the replacement camera and charger.

Revdex.com:Although it was an unnecessarily  time consuming and painful process to go through, with multiple phone calls with lots of refusals to repair my...

product under the factory warranty, and after seemingly only after initiating a complaint with the Revdex.com, 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Please see the attached images of the customers work order.  As you can see, this camera was purchased 1/2014.  They have had it for almost a year with no focus issue.  Not it is sent in for as they quote “fuzzy, distorted, LCD Screen".  The reason they are...

having this issue is because at one time while charging the camera, they accidently placed the USB cable into the HDMI port.  By doing this, they bent the pins and that is causing a short which is affecting the LCD.A discount was offered for a total of $60 plus tax and shipping.  I will hold that offer, but it can not be done ounder warranty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That's actually false. I initially contacted Fuji about this problem within a few days of receiving the camera because the battery would not charge and was never offered a refund or a replacement camera. I was sent only a new charger. I charged the battery and the green light never came on--I was unaware that it was supposed to. The battery had partial power and I brought it on my trip a few months later--this was the trip for which I had purchased the camera in the first place--and the camera promptly died and would not take a charge at all when I plugged it back in. I was unable to take any photos. I was gone on my trip for over a month overseas and was unable to contact Fuji. When I returned, they gave me nothing but grief, and I'm entirely sure that they haven't even checked to see if the battery or charger was the issue, even though I have repeatedly told them that this was the problem and not the physical hardware. I'm so sick of having to contact this company and argue about their ridiculous policy. This is bad service at its worst. Contacting the technical team (which is one person, apparently) is a complete nightmare. He never returns phone calls. This whole thing is insane. I am owed my money back. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am sorry for the customers experience with our printing lab.  This issue is not a camera repair issue and should be directed to the following email address: [redacted].

Review: I sent my camera in for warranty work and it was received on August **. They told me it would be repaired and returned in 2 weeks. It is going on 1 month they have had my camera and I have been promised 3 different ship dates. When a ship date passes I call back and the Repair Department don't care they have told me a lie but they make newfound false statements. I asked to get a refund since they can't get it repaired. I am offered to speak with a supervisor and then get sent to a voicemail. Their customer support doesn't value customers.Desired Settlement: Either fix my camera, replace it or refund my money.

Business

Response:

The customers camera was received into our system on 8/**/2013. We say we will try to have the camera repaired within 10 working days. Holidays, Peak Times, & No parts are the exception and will result in longer repair times. During these times, it could take as long as four weeks. We are currently at the end of our summer peak season. The customers camera is being shipped out today 9/**/13 and is on time with the 4 week seasonal time.

Review: On today's date I contacted Fuji customer service reference I went to a Fuji kiosk located in the [redacted] in [redacted] on [redacted] to print off my son's school pictures from a disk we received. We inserted the disk into the machine and it sounded as if it was attempting to load the disk but it would not pull up the pictures. We removed the disk from the machine and found that the disk was now deeply scratched. I immediately notified the [redacted] clerk and they attempted to get the disk to work. After trying several times without being able to pull up the photos without success the disk was returned to us and I was advised to contact Fuji and I was provided a number. I called Fuji and after speaking with a customer service manager named [redacted] I was told even though Fuji owns the kiosk they were not responsible for the damage to the disk and that [redacted] was responsible. The manager [redacted] was very unhelpful and continued to avoid any questions I asked. I believe Fuji is responsible for the damage due to them owning the machine. The number I used to contact Fuji was ###-###-####Desired Settlement: Pay to replace disk of school pictures.

Business

Response:

I am sorry for the customers experience with our printing lab. This issue is not a camera repair issue and should be directed to the following email address: [redacted].

Review: My product is a Fujifilm X100S Digital Camera. It is a defective product that I had sent to Fujifilm's Repair Department in Edison, NJ. The timeline of events is as follows:

July **, 2013: Fujfilm Edison Repair Department received my defective product to be repaired under warranty.

August **: Called the Repair Department about the status. Was told they had a delayed part, which would arrive that week. The camera would be repaired no later than that Friday (August **).

August **: Called the Repair Department about the status. Was told it would be repaired within the next week (August **-August **).

September *: Called the Repair Department about the status. Was told it would be repaired early the following week (September *-September **). The representative told me they would not be able to offer a replacement camera because an identical unit was not available.

September **: Called the Repair Department about the status. After much discussion about prior, broken promises of repair dates, they issued a final return date of no later than September ** (Wednesday).

September **: Camera was returned to me.

Within 30 photos I had personally taken after it was returned, the camera began showing familiar signs of failure, eventually to the point where the camera sometimes will not even respond when switched “On.”

September **: Called the Repair Department requesting a refund. They claimed they were “unable” to issue a refund and refused to offer a replacement unit. After speaking to three representatives, each one higher than the first, the final representative only offered another repair. During each discussion, I requested their corporate phone number, knowing they were technicians/representatives and most likely unable or authorized to handle such a matter. I was eventually given the corporate phone number to Fujifilm towards the end of our phone call.

Regarding the conversation with the final representative, he revealed to me that the Repair Department did not find any issue or defect with my camera, even though I have a repair invoice they had mailed to me with the camera that states that they had replaced parts ("Main Cam FPC"). Which indicates to me that they did not order the correct part since they did not find any issue with my camera to begin with, so they would not have known what part had failed and needed to be replaced. The invoice also states that they did a check and clean ("chkd and cleaned") on my camera. However, if they had really done a check and clean, they would have known there was still a problem with my camera. I am assuming they had not checked it, given the fact my camera failed again so quickly. It was also not cleaned, as there were still smudges on the LCD and other glass fixtures on the camera body.

I did make an attempt to contact Fujifilm using their corporate phone number since this date but was unable to reach a representative.Desired Settlement: I would expect Fujifilm to offer a complete refund equaling the amount I had originally paid for the camera. Including tax, this amount is $1,383.90 USD. (Ordered originally through http://[redacted])

Although Fujifilm offered another opportunity to repair the camera, I find it unacceptable that a company should hold a product for nearly two months from a customer, regardless of waiting on a part or not having a replacement at the ready. For example, a similar situation happened to me with another company, in which I was awarded a better device because they did not have an identical unit on hand.

My issues with Fujifilm can be summed up in these points:

1. Their website does indeed state that repair time may be extended due to parts delay. However, as I have said, two months is unacceptable and even one of the repair representatives agreed with me on this.

2. Failure to hold commitments. With each phone call, the Repair Department representative gave me a new repair/return date.

3. Dishonesty. As I have said, the invoice claimed they had checked and cleaned my camera before returning it, neither of which they had done it appears. Also, not one representative, other than the last one, disclosed what exactly had/had not been done with my camera upon repair.

4. Trial and error. Was told me the Repair Department found no problem with my camera at all. Rather than contacting me for more information, the Department ordered a part that may not have even been the right one. In short, I had waited nearly two months for a part that the Department was unsure of themselves.

In conclusion, I feel uncomfortable sending a product back to a company that has failed in more ways than one in customer service, as well as an inability to properly service their products. I also feel uncomfortable receiving another product from Fujifilm as a replacement for my defective unit knowing that the potential of having to wait months to resolve any issue is always a possibility.

Business

Response:

The customer’s camera was received into our dept. on 7/** and shipped out on 9/**. The tech and 2

QC inspectors could not duplicate the customer’s complaints. As a courtesy, they decided to change the

main board just in case it was an intermittent problem that they were

missing. The part was on order from

Japan because this model is fairly new on the market. It does state that repair times will vary for

parts and Holiday’s.

Fujifilm does not issue refunds for cameras, that can only

be done by the place where the camera was purchased. Once the return date from the store is over,

the 1ry warranty from Fujifilm takes over.

This is a Repair/Replace (refurbished unit) only as stated on our

warranty card.

If the customer is experiencing the same issue, then the

camera would need to come in according to the repair warranty policy to my

attention with his memory card. We will

provide a call tag so he will not have to pay for shipping.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will address this letter in a few parts.

Regarding the main board being ordered as a courtesy, I am

confused why any part was ordered without personally contacting me for more

information that would potentially give them an understanding of the problem.

Instead, I had no camera from the week of July **, 2013 to September **, 2013

because I was waiting on a part that was ordered on a hunch rather than through

actual testing and inquiry.

Their initial testing, as [redacted] revealed to me, was taking 10

photos. I have to question why only 10 photos were taken and no other testing

(i.e. playback, video recording, etc.) was done in an attempt to replicate the

issue. I also have to question, again, why I was not notified of the results of

their tests, asked what course of action I wanted to take, etc. A customer who

is submitting a camera out of warranty is at least given the choice on whether

to authorize the repair or not, according to their repair form. I am not sure

why I was not given the same choice, especially with Fujifilm knowing the

chances of a severe parts delay was high.

As far as the delays I was notified about, I was told by the

first phone call I had with a representative, [redacted], that there was a three

week delay prior to the phone call. He was very thorough about the upcoming arrival

dates and repair times, having looked at the itinerary. Normally, this would be

acceptable. However, after several more phone calls following this

conversation, and being given a different date each time, it became apparent to

me that I was not being told the truth or the entire story of the delay. It was

at this point that I raised more serious complaints and Fujifilm returned my

camera shortly thereafter.

As I stated previously, I have no interest or faith that my

camera will be properly repaired through Fujifilm, given inadequate testing

practices, and dishonesty in both phone conversations and on the repair invoice

(stated in the first letter). I also have no interest in a refurbished unit,

not knowing the history of the device, the lessened value of the camera

compared to the brand new camera I had purchased, and, more importantly, the

lack of quality control and customer service. My only interest is in a

disconnection with Fujifilm and an entire refund of the defective unit.

I understand why Fujifilm puts these disclaimers in place;

to protect themselves in situations such as this. However, when the company

fails to hold up commitments (i.e. concrete repair/return dates), withhold

information, lack of proper testing and customer inquiry, and not being

entirely truthful on a resulting invoice, that is where, as a customer, I need

protection.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As mentioned in my last reply:

Review: I purchased one "Fuji FinePix T400 Digital Camera Black" from Staples.com on Nov [redacted], 2013 as a Christmas gift for my mom. The price was $29.99 plus tax (total was $31.35). When I received the camera in the box, I wrapped it and gave it to my mom for Christmas last year. Last week she just got around to use it, but the camera kept saying "Turn off, then turn on again" when she tried to turn it on. We couldn't get it to work at all. So I called Staples.com and they said I needed to contact the manufacturer, Fuji. Then I called Fuji's warranty and repair department at ###-###-#### and they told me the message meant the item was defective. They asked me to pay for the shipping to ship it back so they can either fix it or send me a replacement. But I've just bought the camera without using it, how am I responsible to pay more for shipping so that I can actually get a non-defective item?! I bought a camera from Canon before and after I've used it for a while, it broke down but it was still within the warranty period, so I called Canon and they sent me a prepaid shipping label to ship it to them to take a look. They said if they determined that I damaged the camera, then they would charge me back for the shipping label and any other cost they determine; but as it was, I did not damage the camera, so I got it fixed completely free of charge for me. That's the correct kind of customer service! I would have been fine if the Fuji representative had offered the same condition - if my mom had dropped it and break it, then I'm fine paying shipping and whatever additional cost to get it fixed (or even the fact that it cannot be fixed); but as of now we received a defective item to start with, it's not fair to ask me to throw more money into it so I can get a working product - I was supposed to get a working product to start with!Desired Settlement: I would be glad to get either a full refund of $31.35, or a replacement camera that's actually working. I would be glad to ship the defective one back to Fuji as long as they provide a prepaid shipping label. As of now I didn't do anything to the camera, so it's not fair to ask me to pay additional shipping to get it back to Fuji.

Business

Response:

Please see the attached copy of our 1yr limited warranty card, 2nd paragraph. Fujifilm does not pay for shipping in on any repairs warranty or estimate. It is the responsibility of the customer to send in their non-working unit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This should not fall under a mere warranty issue - if I had used the product and then broke it, it would be a warranty issue. The product you packaged were defective to start with.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We are not getting anywhere. Business is irresponsible with quality control, that's why product was packaged defective. At this point I'm not expecting to get any further with Fuji - I'd just like [redacted] to record this as an unresolved customer complaint on Fuji's annual report, so others would not make the same mistake I did. A friend of mine told me he bought this same camera and regretted it, now I do too.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I am sorry the customer feels this way, but it is clearly stated in our 1yr warranty that we do no pay for shipping. This matter is closed.

Review: Dropped of a studio professional camera (Fuji X-EV1) to Fuji's ShowRoom for warranty repair on 8/*/2013. On 8/*/2013 ... received email from Fuji stating work has begun and they will contact us with resolution within 10 business day. Started to inquire about the camera last week, 8/[redacted]2013. The receptionist [redacted] ([redacted]) never returned calls. After a week of unreturned calls, we tried various options to speak to different people. For the past hour, no one could locate the camera (3 different agents). Finally spoke to someone, who found the camera, and stated that there was $140 worth of sand damage to the camera. And the camera was ready to be picked up for $140. Then after asking to be escalated to manager, got a supervisor named [redacted]. Who stated, he only got the camera last Thursday, took pictures of the damage. When asked where was the camera for the last two weeks, he hung up athe phone without answering. And now I'm in the queue being bounced from 1 queue to another, saying that we need to speak to the Pro Camera group, who specifcally handles the X1 cameras. And we have yet to get a hold of them.Desired Settlement: We are very concerned that this camera was lost or misplaced and now they are passing off their damage to us. We want this camera if repaired with extended warranty. Or replaced with RETAIL BOXING, not one of their refurbished units.

Business

Response:

Camera was received on 8/*. Estimate was sent via email and US mail on 8/* – 8/*. Customer did not call until Thursday 8/** requesting update. They were told about the estimate. The husband admitted to receiving an email from Fujifilm, but never click on the link to see that there was an estimate. Camera was on shelf waiting for a reply to the estimate. Because camera was put on wrong shelf, it could not be located until Friday (8/**) night. I spoke to customer on Monday and explained the issue and said we would rush the camera, but there still would be a charge. As a courtesy I offered a discount clean only for $25 plus tax. As you can see by the images, we had to replace the entire top cover which is normally a $100 repair.

Customer claims that on and off button feel hard to move. If you look at the attached images, you will see that the inside of the camera is filled with some type of hair or string. This is all around the button that they claim is the problem.

Waiting for payment so we can have the camera picked up.

Call was disconnected because customer used foul language and yelled, this is not tolerated.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response from Fuji was absolutely false and filled with lies. The only email that was send and received was a confirmation that the Camera was received and the link only goes to check status, where it was never updated. Spoke to [redacted], and at least 4 other technicians who did not know the status -- they said they would check and never returned the calls. We called We never received the estimate via mail either. Both [redacted] and another supervisor, admitted that the camera was misplaced, and the Pro technicians could not find the camera on the multiple times that we called on 8/**, **, **, and **. Only when we called on 8/**and refused to get off, did we get someone who, said he personally found it in the point & shoot, consumer shelves.

That person told us, that the camera was fixed and we can come pick it up for $140 dollars for sand damage. When we asked the call be escalated because no estimates were given, we were passed around to at least 2 other people. And hung up on during transfers.

When [redacted] got on the phone, he stated the camera was not fixed ... he also did not know why the camera was submitted for repairs. He kept talking about sand and particles, and was not aware that the on and off switch was sticking. Only after I escalated to the Fuji's HQ, did he call back and say, he had todo a courtesay cleaning for $30, and that the camera was now not taken on sand damage. But it was damaged with hair and other particles on the buttons and switches.

How is it possible that, for 2 weeks the camera can't be located, and no email, or mailing was ever sent beyond the receipt email, attached. And the status on their site was never updated. And after 5 separate phone calls over 4 days ... they said they were working on it, and never returned the phone call with status.

Only when we called on 8/** did they locate the camera on the wrong shelf! Then the story was it had major sand damage. Then after the escalation it didn't. Then it cleaning that they were doing me a favor. How did the camera get that dirty with sand? Then it wasn't. Then it was hair on the button ... except [redacted] the supervisor didn't even know the button wasn't working correctly.

Additionally, there was no yelling and no profanity ... it was my talking on speaker phone on a connection with my husband, while I waited on hold on another call ... because we both were being bounced around.

I will be going to pick up the camera this week, but I will absolutely not accept this explanation from Fuji, as it's filled with lies. I have started the process with the NJ Attorney General's Office. Beecause we can no longer trust what actually happened to my camera while with Fuji for repairs. Repairs for just the on and off switch that was sticking.

Review: Didn't receive an appropriate response to my concern.

Purchased a Fuji Digital Camera. When I attempted to load the CD received with the camera, there was not an appropriate response after loading. I contacted FujiFilm. The response I received was to call. I don't have a phone, either land-line or cell. I responded back to the message received from FujiFilm with this information and have not received a response back. This camera was purchased 7/*/14, I tried to figure this out on my own and then contacted your company with NO response until 7/**/14. The response received does not help me. I contacted your company twice and received the same response, to call your 800#. I am not able to call and wouldn't be able to be on the phone very long due to medical problems. I just want to be able to use what I purchased. I can bring it back to where I purchased it, your instructions are to NOT bring it back, to contact you first. I did and that didn't help.Desired Settlement: You won't help me so I need to have this item replaced. If you don't want to help me, I'll just bring it back to where I purchased it from.

Business

Response:

I have read the customers complaint and feel there is not much more that we can do on this issue. If there is no way to talk to the customer, we are unable to provide the best customer service we can. I can suggest sending a detail email explaining the exact problem to the email address I will provide below. We will try our best to answer the question, but understand, because this is email it may take a while to resolve with the back and fourth of the replies. This will most likely take the customer out of the return policy of the store. If they want to return the product they can and no need to worry about the flyer that says “Stop”.

Email - [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have attempted to return the camera to the place where purchased only to find I am outside of the fifteen (15) day return policy. I am disabled and am not able to return to the place of business within a short period of time. When I did try and return the item to the place of purchase, I was informed by the [redacted] I would not be able to return the item, but would be able to get a different camera of equal or greater value. I returned to the camera area and had an employee, along with the new camera return with me to the return area only to then be told I would not be able to return the item, I would need to go through the manufacturer. When I let them know the manufacturer was worthless, there was nothing they could or would do.

This is where I am at, unless I receive wirtten approval from the manufacturer to return this, I am stuck, out of the money I paid, and with an item that does not operate and customer service that is, along with the item purchased, worthless.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately, this sounds like an issue between the dealer and the customer. The customer did not give Fujifilm any money for the product, so Fujifilm cannot give back any money. The manufacture is here to provide warranty repair service only after the sale return policy of the store has passed.

I am sorry that the customer is having a hard time with the return of the product, but Fujifilm cannot dictate to a dealer on how to follow their return policy’s.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company I purchased this from will not provide me a refund until the manufacturer (Fuji) says it is OK. This sounds mnic to me! How old are we? Aren't we older than *? Yes, I am angry about this, I live on a fixed income and had the misfortune of purchasing a product manufactured by Fuji. This is a loss for me and me alone and disgusts me greatly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On March**, 2014, I purchased a brand new FujiFilm FX XP65wm digital Camera from [redacted] in[redacted]. After approx 4 months of use the internal battery would not stay in place. I called Fujifilm was told to sdend in the camera with proof of purchase. In mid October I received an estimate for repair in the amount of $62.88. On November [redacted] at [redacted], I called FujiFilm at ###-###-#### and spoke with a [redacted]. He told me that the repairs would be covered under warranty. On November [redacted] I received an e-mail stating that I needed to approve the repairs on the camera for a payment of $62.88. I called the warrant service dept and was told the repairs would not be covered under warranty due to the fact that I had broken the camera.

Since the Camera was sold with a 1 year warranty, I believed that the company would back their defective products, not that somehow they assume that I do not know how to use a camera. I have been using[redacted], [redacted] and [redacted] products for many years without any problems.Desired Settlement: I believe they should honor their first reply when they stated they would repair the camera at no cost to the purchaser under the original warranty as promised.

Business

Response:

This camera was repaired under warranty as the Support Rep stated. Camera is on its way back to customer.[redacted]

Consumer

Response:

Although it was an unnecessarily time consuming and painful process to go through, with multiple phone calls with lots of refusals to repair my product under the factory warranty, and after seemingly only after initiating a complaint with the Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This letter is to complain about service I recently received from a Fuji Film Camera Repair. I contacted Fuji Film Camera Repair on August **, 2013, to find out how to deal with a problem Ive had with a Finepix XP60 waterproof camera. In May I purchased a Finepix XP60 for my vacation. I charged it the day before my trip and for 7 days it worked great. When the battery went dead I tried to recharge but the camera would not take a charge. I wasn't able to take any vacation pictures for the last week of my trip. This is very upsetting since the camera was less than 2 weeks out of the box. I took it back to [redacted] for help. They tried 2 new batteries & the camera would not even turn on. I paid $170 for a camera that lasted 7 days. Today I received a repair estimate for bent HDMI pins in the amount of $116.63. In no way are bent pins responsible for the camera not powering on with a brand new battery. Nevertheless, I know how these pins got bent. While at the [redacted] customer service counter for my initial contact, the representative attempted to push the charging cable into the HDMI port. I pointed this out and directed him to the USB port. Obviously this occurred AFTER the camera was already inoperable. Needless to say, I am quite frustrated. I own an expensive waterproof camera, purchased for a specific vacation. During this vacation I snorkeled at the deepest ocean hole in the world and my CAMERA WAS ALREADY BROKEN. Having purchased this item in May for a vacation in July has prevented me from returning it to the store. The fact remains that I only used this camera for 7 days. It was never even in the water and it didnt last long enough to take pictures of my vacation.I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time and money on this problem, I am reporting this incident to my credit card company, [redacted], and the Revdex.com. Even if the HDMI pins are bent (thanks to the [redacted] customer service rep), this does not explain why it didnt turn on with a brand new battery. I am not requesting a refund. I want a camera that works. I lost the ability to take once-in-a-lifetime photos on vacation. I only used this camera for 7 days. I did not receive what I paid $170 for. I want the camera to power on. If you return it to me WITHOUT the bent pin repair, will it power on? I respectfully request a personal reply to this letter from a service manager.Desired Settlement: I want a replacement FinePix XP60 or a refund of purchase price ($170).

Business

Response:

If you read the complaint by the customer, they admit that the camera did not come with the bent pins but that a rep at [redacted] bent them. If that is the case, then their issue is with [redacted] not Fujifilm.

Bent pins are a big reason a camera will not power on or will have power issues. If the pins are pushed in far enough, they can touch the main board and cause a short. A camera can also work for a while with bent pins. If the pins are loose enough though, they can fall into the camera with movement and then eventually hit the main board.

Regardless, the statement by the customer states that Best Buy is the reason for her problem, not the camera.

As a courtesy, I have entered a discount for the customer and the repair price is now $65 plus tax and shipping. This is our only offer, so please let us know soon or the camera will be returned as a “No Reply to Estimate”.

Consumer

Response:

I appreciate the response from Fujifilm Camera repair. I would like to negotiate the repair cost to 45.00 to make it affordable for me. Please consider my request to resolve this issue. Thank you.

Sincerely,

Review: I bought a Fugi XP Camera the day before going on a 3 week vacation from SC to Los Angeles. The Camera had setting issues that changed, some of the pictures came out in pink hue and when I got back Walmart had a 14 day limit on returns. The camera is essentially new, the software system confines all of my pictures and film to their software and it seems impossible to transfer the material as usual with most picture taking items. I called them and asked for a refund, they want to " repair or upgrade it" but if I am going to have my pictures and video held hostage by me that is untenable.Desired Settlement: A refund unless they can upgrade and provide me with software where I don't have to unseen app uploader to upload my pictures in bulk rather than transfer them to my pictures and videos on my laptop

Business

Response:

From what I can read about this customer’s issue, they are out of the return policy from the store. Once the return policy from the store is up, the Fujifilm 1yr Repair/Replace (same model) warranty takes over. We cannot upgrade the customer’s camera. They would need to send in thier camera with a valid, dated proof of purchase as stated in our 1yr warranty card.As far as the software, the customer does not have to use it to get their pictures off. Once they plug in the camera, all they need to do is go to My Computer and look for the new drive that appeared. Sometimes the camera name will appear instead. They just have to click on it and take the pictures off and place them in a folderof their choosing.Also, if the customer has a card reader or can purchase one, this is the preferred way to take off the pictures. They just put the card in the reader and click on the drive that appeared in My Computer and take the images off.All of this can be explained by our support reps.

Review: I purchased a Fuji Camera in November 2013 due to my son was getting married. when I tried to use the camera again this year it kept having a error message when I called the repair department the kept saying to turn the camera off and it will reset tried that the error message kept saying turn camera off and turn on. I sent the camera back since it was under the 1 year warranty as stated by [redacted] where I originally purchased it. I was informed by [redacted] that the camera has to be sent back to Fuji because they have a 1 year warranty and [redacted] only has 90 days. I received a response from Fuji saying my case was scratched and it was going to cost me 62.69 for repair. I don't feel that I should be paying anything due to the product is under warranty if it does have scratches then just fix the camera. I didn't see any scratches when I sent it.if you add 10 m0re dollars I will be paying for the camera twice.Desired Settlement: I just want my camera fixed and not have to pay for a second time for the same camera. this has been an experience that will never happen again. this was my first time purchasing any product from this company and it is my last

Business

Response:

I have looked into this issue and the customers comment about it not being covered because of a scratch is not correct. It is not being covered because there is no Proof of Purchase. The customer was told to provide a dated sales slip as stated in our warranty card. Since this was not supplied, we had to estimate the repair. If they can supply a proper POP, then we can honor the 1yr warranty.

Review: I took my 11 month old camera on a field trip and after I took first picture put camera in its case on my lap. I took camera out to take another picture on the bus and had all lines on screen. I called Fuji and was reassured that if there was no external damages to the screen it would be covered. He also stated if there was any damages to the screen it would be only 70 dollars to fix it. I insured and sent it and never heard back, I called and they say I abused my camera and it is now 169. to fix it. There is no way the camera was abused ever and there is no scratches on it....they lied and are trying to take advantage now that they have my camera. I would of never paid 50 to ship and insure it and 169 to repair a 299 dollar camera. EVERDesired Settlement: I want it repaired or replaced!

Business

Response:

In reading the customers complaint about their camera, they failed to mention that the camera was also received in with sticky liquid all over the camera. I have attached images of this liquid. The flash had to be pried open because the liquid dried it closed.

When a customer calls and says there is an issue with their camera, we do not give final prices. The reason is because it could be more than what is quoted once we receive it. We will give a round estimate pending on the physical evaluation which is the final word. In this case, I am sure they were told that if there was physical damage, it would cost more than the $70 mentioned. If it was just lines, and there was not physical damage or sticky liquid, it may have just cost $70 or around that price.

Now the camera has to be completely opened up to make sure none of the liquid made its way into the camera which would then cause corrosion.

As a courtesy, I will lower the charges to $125 plus tax and shipping.