Fuji Photo Film USA Inc.

Review: I bought a Fujifilm AX550 camera 11 months ago. The shutter button was glitch from day one. It was a gift for my daughter in law who just had a baby. The camera would intermittently stop working. It turned on, but the shutter button to take pic would not work all the time. I contacted Fuji and they said that since I did not retain receipt there was nothing they could do. Advised to try to return to store. I did try this, but was told that the store no longer sold this particular camera due to issues with the device.I kept emailing Fuji with no success in getting help. Would get an auto response from them. Finally fed up, I shipped the camera to their repair facility AT A COST OF $14.65 that I paid for. I received an email telling me that the camera had corrosion in the battery compartment. They claimed this was preventing camera from turning on. They wanted to charge me $60 for repair and the cost of shipping it back to me. I refused since this camera NEVER worked properly. Camera was sent back to me. I examined the battery compartment and there was some corrosion noticed, but I did not see this when I took batteries out to ship it out. I cleaned off the corrosion, inserted batteries and the camera does turn on but the shutter button still does not work. SO the camera has the same issues that I told them it had. It had nothing to do with slight corrosion, as the camera turns on and does everything but take pictures.Desired Settlement: All I wanted was for them to repair or replace the camera. It NEVER worked and my daughter in law was never able to use the camera. I paid $99.00 for the camera and the money to ship it for repairs that never happened.

Business

Response:

I am sorry for the issue the customer experienced with their

camera. The AX550 was released in

2012. Since it has been on the market

for over a year, we require a dated Proof of Purchase (POP) as stated in our

warranty card.

If the camera did not work since day one, it should have

been brought back right away to the store.

The comment that this model had a shutter button issue is false and was

only said by the vendor because the customer was out of the vendors return

policy and they passed them on to Fujifilm.

Once corrosion is found in a camera it is swapped because corrosion

spreads fast and shows up in other areas of the camera. Since corrosion was already found in the

camera & there is no POP, we cannot repair under warranty. I will offer a replacement price of $40 (plus

tax and shipping) as a courtesy.

Consumer

Response:

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: I was given a Fuji camera as a gift in December of 2013. Approx. 6 weeks of using it and the camera malfunctioned using the USB cable provided. I phoned customer service and was advised to try another USB cable and that did not correct the issue. I then returned the camera per the instructions given. I waited about 2 weeks to call and check the status and was advised that 'I' Tampered with the camera and port and thus it was not covered under the warranty. During the conversation with the male rep. he advised that he would get the camera and inspect it. When he came back on line he advised that he could see NO SIGN of tampering and it appeared that I had a bad camera and verbally agreed that it would be replaced and a mailed back to me ASAP. I waited and checked the status online and on Sunday, March **the status read " IN PROCESS ". Yesterday when I called to check the status I was told once again that the camera had been tampered with and thus not covered under warranty. I did send an e-mail to [redacted] who I was told was a Supervisor and he replied back that a pin was broken. My Major complaint is the fact that Fuji's Voice Answering System indicates that ALL CALLS are monitored for quality assurance. When I questioned if this could be looked into (via e-mail) it was not addressed. I DID call and I WAS told I would be receiving a replacement camera. Now I am told that IF the pin can be repaired it will be covered, IF it can not the cost to me is $116.36. NO mention from them of what happens to the camera if I do not / can not pay. NO mention of an apology for being given mis-information over the phone and NO mention that that issue will be addressed.Desired Settlement: I feel as if I, the consumer, is being penalized for a Fuji employee error in not documenting the information per their job description. The back & forth changing on their web site as far as the status of my claim leads me to believe they are trying to pull a fast one on me. I would not recommend buying a FujiFilm camera as you can't trust that they will be open and honest with you when you have to work with them to resolve an issue.

Business

Response:

Please see the exact email that was sent to the customer:

[redacted],

I have looked into this matter for you. The pin in the USB is bent down. This happens when a cable is not inserted direct in but moved around the port and then falls into place. If you look at the image I have attached, you will see the scrape marks around the USB port. This is what I mean by moving around and then falling in. I did have the damage evaluated and the tech feels he can repair the pin without replacing the main board. If this is possible, I can have it repaired under warranty.

There is no need to check for a call from two weeks ago as this call is not the determining factor. Phone reps do not have the finale say on any estimates and Fujifilm can reevaluate a camera at any time if we find damage caused by the consumer.

[redacted]'s camera was sent in with a bent pin. This is normally not a warranty issue because it can only happen when the customer inserts the USB cable the wrong way. As you can see by the scratches on around the USB port, this is how the pin was bent.

As a courtesy, my tech is able to fix the pin at without replacing the main board this time. This repair will be under warranty this time as was stated in the email to the customer. If it should happen again, there will be a charge.

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]

I do not have the camera back in my possession. I am very hesitant to believe that I will get the camera back in FULL working order. It appears that the request to look into the recorded phone conversation was ignored and an answer given that it doesn't matter. TO A CONSUMER, IT DOES MATTER. If you can't trust a Company service department to be upfront and honest with you all credibility is shot. It appears with the wording of the response from Fuji, they can change their mind at any time and do what THEY want and not what is best for customer relations. Disappointed to say the least.

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

Sincerely,

Business

Response:

The customer is receiving very good customer service. Customers camera is being repaired under warranty even though the port shows physical damage. Camera will be shipped as soon as the repair is finished.

Consumer

Response:

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,

I suppose I have no choice but to accept the response. I still believe that the Customer Service is lacking on the part of Fuji.

Review: I purchased a Camera From Fuji In the month of September. The camera wasnt purchase directly from them but it was purchased from an independent store. I pay about $190.00 for the camera. I then took it home charge according to instructions and it took pictures while the battery charge lasted. When I went to plug the camera back to recharge there was no signs of charge, connections where checked and still the camera never charge again. Camera said it was shock proof, water proof, etc. It was never drop and it has no signs of damage. I then contacted fuji to explain the situation. I drop off the camera for them to Check it and give me an answer. After a month of them having the camera I received a call telling me that there was sumthing wrong with the camera port and that if I wanted them to repair it. I would have to pay $117.00 because it wasnt a manufacture issue. To which I understand a port is manufacture by them and if I pay almost $200.00 for a camera I wasnt gonna Break it on Purpose. Its obvious that the materials they use are cheap and they would break without and explanation to then rip off the customers charging money to repair what they should fix without a problem. I told them I was going to report them so the rest of people dont make the same mistake I did.Desired Settlement: I want them to aknowledge that its a manufacture problem for making cheap products with low reliability. Definitely better customer service skills.

Business

Response:

The reason the customer is having this issue is because at one time while charging the camera, the USB cable was inserted into the HDMI port by mistake. This caused the pin in the HDMI port to bend and fall into the camera. The pin eventually hit a main circuit and caused the camera to shut down. This was not a faulty part and was not sold this way because the camera would not have lasted 4 months. It would have shorted out within a couple of days of use. This was done by the customer because they would have had to charge the camera at one point to use it again with in the 4 months. (SeeAttached Images)

Since this was done by mistake and is the first time for this issue, I can enter a dealer discount for the customer which would drop the price to $60 plus tax and shipping rather than $100. I can also send a free battery as a courtesy so they will always have one as a backup and charge the camera less.

Consumer

Response:

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: I purchased a defective camera in September. I recognized that it was not charging properly immediately and was told that the problem was the charger and was sent a new one. Later, once the camera had conveniently exceeded the refund date (30 days), I noticed that the camera was still not holding a charge. By then, I was on my vacation--which was why I had purchased the camera in the first place--and could no longer take any pictures. Upon my return, I contacted both Fuji and the company I bought the camera through, [redacted]. Neither company would honor a refund, claiming that I had taken too long to report the damage (this was not true; I had initially reported an issue with the camera but they had claimed it was the charger, which, evidently, it was not). They then told me that the most they could do was fix the camera. I did not want this. Finally, they agreed to replace the camera. I did not want this, either, but eventually agreed. I was sent a replacement. This camera did not work, either. I came to the conclusion that the issue was the battery. I sent the camera, battery, and charger back to Fuji, requesting a refund. A few days ago, I received a new camera in the mail, which I did NOT request. This camera came with the old battery and charger and still does not work. I paid $15 to send the camera, battery, and charger BACK to Fuji. I do not want the camera. At this point, I just want the money I've spent on shipping along with the original investment. This has become an exercise in futility.Desired Settlement: Please just give me my money back and stop this foolishness.

Business

Response:

I spoke to the company that the camera was purchased from. From what they told me, the customer called about 3-4 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 [redacted] of April. The customer will not be receiving any cash refund from Fujifilm as it was not purchased form us.

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:

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,

Business

Response:

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.

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:[redacted] is lying about a large portion of this interaction. First, he claims that I waited 3-4 months to contact the company regarding the issue with the camera. In fact, I contacted them immediately, as [redacted] can attest to (feel free to contact them yourself--[redacted] 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 anyway. The second camera was not a "new" camera; it was the same camera with a work order issued on it. I received a slip in the mail that said that the camera had been checked and that it was fine. The same exact charger and battery were in the box. The slip made no mention of these items having been checked. I'd like to add here that I specifically asked [redacted] not to send me this camera back a second time. I 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 time. I included in the shipping materials a note to [redacted] that I did not want this camera returned to me a third time. I 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 again. When does this circus end? How is [redacted] 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? Yes. Does that mean that I'm not entitled to my money back? No. The camera stopped working well within the first 30 days; it was reported. Since then, all I have dealt with from this company have been lies, manipulations, and crazy back and forths over $224. It's mysterious to me why they won't just issue the refund. But 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,

Review: I returned a fugifilm finepix camera XP60 to the above organization for repair due to the camera did not focus properly. Photos were distorted and out of focus. The back lcd screen was fuzzy, discolored and distorted, and I questioned whether this was why the camera did not focus properly. or if there was another reason. this camera is waterproof, shockproof, freezeproof and dust proof. The camera was never dropped or in any water for prolonged periods of time at all ever. the camera was carried in my pocket within the neoprene case that was provided with the camera. however when the camera would not focus sharply and all my photos were out of focus consitently, I thought that something was wrong.I returned the camera to fuji film in NJ.They sent me a repair estimate that stated that the "HDMI Pins" were bent and thus the warranty was voided.I proceeded to call the organization after I received this warranty estimate of $114.50. The person I talked to told me that repairing the HDMI pins would not help the camera focusing problem at all. He also told me that the HDMI pins were not interfering with the cameras HDMI function. He merely stated that the pins were bent. he could not tell me how they determined if they were bent ( these are tiny 1mm metal pins) or how much they were bent or if the hdmi pins were even significant to the camera's function or focusing features (which is why I returned the camera). The only piece of information he could tell me was that the camera is looked over for damage in order for the warranty to be voided so that no other portions or issues of the camera need to be addressed or repaired. This is a SCAM. I returned the camera because it did not focus. This is a shock proof, waterproof camera. How could hdmi pins get bent. SCAM!! They are trying to not hold to their warranty for a insignificant problem of the hdmi pins being bent. When I called two times, I was transferred to the voice mail of '[redacted]'. He never called me back.Desired Settlement: I would like the camera I have either repaired or replaced at no charge to me at all.The camera is still under warranty. FUJI is claiming that because HDMI pins are bent on a camera: "THAT WAS BUILT TO WITHSTAND WHATEVER ADVENTURE YOU THROW AT IT" that the camera is no longer under warranty. the issue with the camera is that it does not focus. The lcd screen is distorted and fuzzy. They admitted that fixing the hdmi pins would not help the focusing issue, nor would that repair the lcd screen

Business

Response:

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.

Review: My 9 year old daughter saved her money to buy this waterproof camera. We bought this camera at [redacted] 6-**-2013 knowing that most items bought at [redacted] will be backed. She has used the camera a max of 5 times. It even looks brand new. I went to plug the cord into the port and the prongs are bent. I was told by [redacted] to go to the manufacturer which they helped with through the concierge desk at [redacted]. The camera was sent to Fuji 5-**-14.Camera was sent to Fuji. A few days later I received an email stating to repair the camera it would be $117. I still have the original packaging which states 1 year warranty. I called and was told that because the prongs are bent, the warrant is no longer valid. I am beyond disgusted and mad at the fact that this company thinks I am stupid enough to pay the same price "my 9 year old" paid for the camera. What kind of company thinks they can charge this kind of money when I can have her save her money and buy another camera from a legitimate company that will back their product. I will make sure that [redacted] and everyone I know will not buy any product made or backed by Fuji.Desired Settlement: I don't care if the camera is replaced or repaired but I want a camera that works and I can use in full capicity as bought

Business

Response:

The reason the customer received the estimate was because

they bent the HDMI pins by inserting the USB cable into the wrong port when

they tried to charge the camera or when they were attempting to download the

pictures.

I know the customer will say they did not do this, but the

camera was purchased in 6/**. This

camera would not have worked out of the box if the pins were like this let

alone last a year.

Since this was the first time, we can give a discount and

the charge will be $60 plus tax and shipping.

We will also replace the camera with a recertified one and they will get

another 6 month full warranty. Their

warranty is up this month, so this works out for them.

Please see attached images of the port damage.

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]

Obviously offering to extend a warranty they are not honoring does me no good! They want me to pay $75 to repair a camera that is still supposedly under warranty! I believe this is a fraudulant advertisement on their product! The prongs that are damaged are inside the camera that I have no control over! I have a 9 year old that saved $125 of her own money for a camera that lasted less than 1 year... What kind of company does not back their own product! $75 to repair it is insane... I will continue to spread the information wherever I can regarding Fuji products! I could understand if the camera was damaged on the outside but honestly the camera has been used maybe a handful of times and looks brand new!

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:

I am sorry that Fuji is not obligated to uphold the 1 year warranty posted on the product.

The discount to $70 for a camera that we paid $130 for makes no sense.

I received my unrepaired camera back. Thank Fuji for a non reliable brand.

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

Sincerely,

Business

Response:

The case is considered closed.

Review: My Fuji X100S camera completely died for the second time within 3 months. It's covered under warranty. It experienced the exact same issue as the first time it was repaired by Fuji. The technicians didnt know what the problem was the first time around and replaced the lens assembly. This time, they once again didn't know what the problem was and replaced the power board. As a professional, having purchased a professional camera from Fuji, I do not accept the resolution of a 2nd repair considering:1. They don't know what the problem is and what caused it yet they repaired it for the 2nd time. 2. They failed the first time they repaired the unit. How can I possible trust this professional camera after it undergone two repairs for an issue that Fuji acknowledge they are unaware of? How do you fix something if you don't know what problem is or what caused it? Makes no sense. I need a replacement camera and not a camera Fuji tests various solutions on.Desired Settlement: Replacement camera.

Business

Response:

I have looked into this issue. On the first repair, the camera was not working, so the tech replaced the lens because he thought that was causing the issue the customer was having. After the lens was replaced, the camera did turn on and worked fine. The camera passed inspection and was sent out.

When the camera came back the 2nd time, they replaced the main board. The tech said that it was most likely the main board all along. The camera was tested and again they were able to take over 55 shots with no issue.

The camera comes with a 1yr repair warranty. Fujifilm is honoring its 1yr warranty and the customer has not been charged for any repairs.

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]

While I appreciate the reply, it does nothing for my concerns. The answer just validates my concern that they are repairing an unknown issue. However, I realize they won't accommodate my requested resolution and I will sever my ties with Fujifilm and sell the camera.

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

Sincerely,

Business

Response:

Fujifilm is honoring the warranty as stated on our 1yr warranty card. I am sorry the customer feels this way, but I did look at the camera before it left and it was working fine. If there are any issues, the customer is more than welcome to contact me direct.