AMAZING repair service by Fujifilm UK

StewartR

StewartR

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I mean, I'm used to impressive service from the likes of Canon and Sigma, but this really is the dog's whatsits:

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I make that 3 hours and 7 minutes from receipt to dispatch. Awesome.
 
Nothing better to do? :D
 
nandbytes said:
what was wrong with it though?
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Couldn't select the aperture. This is one of the Fuji lenses with an electronic aperture control ring, rather than a click-stop aperture ring, so the problem was probably something electrical.
 
They banged it on a table, checked it, fine and sent it back :ROFLMAO:

Nah, that is damn fast alright, wish Panasonic repair centres were anywhere near even a week turn around
 
Took my X-Pro2 in to Fujifilm UK for an under warranty new eye cup and viewfinder assembly replacement
They did it in about the same sort of time as above, went off for lunch and came back to collect it.

Not so great the original eyecup was useless and fell off with alarming regularity.
Fuji accepted there is a problem and addressed it with a new better stuck replacement
Downside is that the whole viewfinder assembly has to be replaced, but can't fault the service
So anyone else having that problem, get it sent in for repair, mine was older than a year, but still a free fix
 
nandbytes said:
or perhaps a company that actually cares about their customers unlike some others.... cough***...sony...*** cough :p
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I was being facetious ;)

Fuji are an excellent company with very good customer service in my experience. Are Sony not so good then? :)
 
wibbly said:
I was being facetious ;)

Fuji are an excellent company with very good customer service in my experience. Are Sony not so good then? :)
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Not in my past experience though I am sure Sony fans here will tell you how great they are these days

I'll give you one example - The hood of the FE35/2.8 is made by sticking two pieces of plastic together. In some cases the glue was rather poor and the two pieces came apart. So glueing it back under warranty (it was only a few months old) is not unreasonable IMO but if they said they don't support such things under warranty I still wouldn't have been cross.
But when I contacted the customer service rep she said this item is not a supported accessory (i.e. not a Sony related item) of the lens because its not their website (at the time Sony website didn't have the hood listed its accessory). So I spent 5 emails and 2 phones calls back and forth to prove that the hood I had was indeed manufactured and shipped by Sony since it came with the lens!! Just because their website is wrong suddenly means something you got with the lens doesn't exist and hence can't be under warranty. Absolutely ridiculous!
It takes special kind of stupid to not realise something that originally came as part of your lens does actually exist and that their website can be wrong!
 
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nandbytes said:
Not in my past experience though I am sure Sony fans here will tell you how great they are these days

I'll give you one example - The hood of the FE35/2.8 is made by sticking two pieces of plastic together. In some cases the glue was rather poor and the two pieces came apart. So glueing it back under warranty (it was only a few months old) is not unreasonable IMO but if they said they don't support such things under warranty I still wouldn't have been cross.
But when I contacted the customer service rep she said this item is not a supported accessory (i.e. not a Sony related item) of the lens because its not their website (at the time Sony website didn't have the hood listed its accessory). So I spent 5 emails and 2 phones calls back and forth to prove that the hood I had was indeed manufactured and shipped by Sony since it came with the lens!! Just because their website is wrong suddenly means something you got with the lens doesn't exist and hence can't be under warranty. Absolutely ridiculous!
It takes special kind of stupid to not realise something that originally came as part of your lens does actually exist and that their website can be wrong!
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Blimey, makes Fujifilm look like angels :D
 
StewartR said:
I mean, I'm used to impressive service from the likes of Canon and Sigma, but this really is the dog's whatsits:

View attachment 131950

I make that 3 hours and 7 minutes from receipt to dispatch. Awesome.
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In my experience this is almost the norm for Fuji UK. I have had two items repaired by them.

My X-T1 in 2015 when it was 3 months past the 12 month guarantee period. I sent it to them, guaranteed next day delivery, on the Monday morning, it was returned to me by the same method on the Wednesday morning with a new top plate fitted at no charge. The other was my 18-55 zoom, which I no longer have, which had an intermittent OIS fault. This was sent First Class post on the Wednesday and arrived, by the same method again, on the Saturday.

The other thing to consider is that if they can manage turnaround times like that the service department isn't swamped with repair work, which in turn indicates that Fuji's cameras and lenses are generally very reliable.
 
Earley Man said:
In my experience this is almost the norm for Fuji UK. I have had two items repaired by them.

My X-T1 in 2015 when it was 3 months past the 12 month guarantee period. I sent it to them, guaranteed next day delivery, on the Monday morning, it was returned to me by the same method on the Wednesday morning with a new top plate fitted at no charge. The other was my 18-55 zoom, which I no longer have, which had an intermittent OIS fault. This was sent First Class post on the Wednesday and arrived, by the same method again, on the Saturday.

The other thing to consider is that if they can manage turnaround times like that the service department isn't swamped with repair work, which in turn indicates that Fuji's cameras and lenses are generally very reliable.
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or it could also in turn indicate not many people buy fuji ;)
 
nandbytes said:
or it could also in turn indicate not many people buy fuji ;)
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Or they just don't break?

As it happens I swapped my A7R for David357s X-T1 - they both developed faults at the same time (Sony body and Fuji lens), and were both repaired within the same timeframe, both of us going through the respective places of purchase. (I tried going direct through SOny but found it an impossible task!)
 
Alan Clogwyn said:
Or they just don't break?

As it happens I swapped my A7R for David357s X-T1 - they both developed faults at the same time (Sony body and Fuji lens), and were both repaired within the same timeframe, both of us going through the respective places of purchase. (I tried going direct through SOny but found it an impossible task!)
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Or they break just as much as any other brand just that there is a low volume of them in comparison? (latter is a known fact)

Yes dealing with warranty repair through a good shop is easy even with Sony. Dealing with them directly is like this :banghead:
 
Well, sad to say, but perhaps it was inevitable, Fuji's repair performance has started to deteriorate.

Last time it took them 3 hours and 7 minutes from receipt to dispatch. This time it's 3 hours and 47 minutes. What absolute slackers.

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