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X10 Sensor Blooming Letter Received From Fuji

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WolfyWho

WolfyWho

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Just received this email from Fuji this morning....

Dear Valued Fujifilm X10 Customer,

This email is following up on the contact you made with us a number of weeks ago regarding your FUJIFILM X10 digital camera. As stated in March, Fujifilm has taken two significant actions to further improve an already well reviewed and well received product and to specifically minimize the "white disc" or "blooming" effect that may occur in certain isolated shooting situations with the X10 (similarly to the occurrence experienced with other CMOS sensor digital cameras):

FIRST, we made a firmware upgrade (version 1.03) available (available for free download at http://www.fujifilm.com/support/digital_cameras/software/firmware/x/x10/index.html as of February, 2012); and

SECOND, Fujifilm’s Tokyo-based technicians have developed a modified sensor which is specifically designed to minimize the “blooming effect” mentioned above.

At this time, if you are happy with the results your X10 is providing, there is no need for any further action on your part. We hope you continue to use and enjoy!

However, if you have already upgraded the firmware and are still experiencing the blooming effect, we are offering a free camera evaluation through September 30, 2012 subject to, and under the terms of the X10 Limited Product Warranty. Please follow these steps to send your camera in to us:

Remove any images stored in the camera’s internal memory.

-Ship the FUJIFILM X10 camera only. You should keep your memory card(s), battery, strap, software and any/all other accessory items.

-Print and complete the attached “X10 Evaluation Form” and include it with your X10 camera shipment. (See attached)

-Carefully package your X10 camera to prevent any in-transit damage. Fujifilm will not be responsible for any damage occurring during shipping.
-Choose a shipping carrier that enables you to track the package shipment
-Ship your X10 package to the address noted below POSTAGE PAID:

FUJIFILM North America Corp.
Attn: X10 Camera Evaluation
1100 King George Post Road
Edison, NJ 08837

Upon our receipt, our service center will conduct an evaluation of your camera. If our evaluation determines that your particular camera’s blooming effect could be improved with the new sensor, then to address any continued concern, we will replace your sensor and ship the upgraded camera back to you at no cost to you. This offer applies only to X10 cameras purchased in the US, where the camera is received at our service center in good working condition by September 30, 2012, where no abuse to the camera has occurred, etc.

Expected turnaround time for the evaluation and replacement process is less than 3 weeks from our receipt.

Best regards,
Fujifilm Technical Support
 
--
. . .
 
WolfyWho said:
As stated in March, Fujifilm has taken two significant actions to further improve an already well reviewed and well received product and to specifically minimize the "white disc" or "blooming" effect that may occur in certain isolated shooting situations with the X10 ( similarly to the occurrence experienced with other CMOS sensor digital cameras ):
Click to expand...
And they keep slapping their intelligent customers right in the face, don't they?! :P
 
Timur Born said:
And they keep slapping their intelligent customers right in the face, don't they?! :P
Click to expand...
I wouldn't be happy to receive that email ; they seem to be playing US customers for fools!

Do Fuji US not realise that it's a global marketplace united by internet chatter and that , outside the US , Fuji are now treating customers more respectfully ?

Today , I had a nice email from Fuji UK saying that my X10 had been received safely and that it would be returned as soon as possible. From my initial phone call to them in April I've always been treated well with no effort on their part to fudge the problem.
 
Timur Born said:
WolfyWho said:
As stated in March, Fujifilm has taken two significant actions to further improve an already well reviewed and well received product and to specifically minimize the "white disc" or "blooming" effect that may occur in certain isolated shooting situations with the X10 ( similarly to the occurrence experienced with other CMOS sensor digital cameras ):
Click to expand...
And they keep slapping their intelligent customers right in the face, don't they?! :P
Click to expand...
Yes they do. And it is MOST laughable. Anyone with even a few functioning brain cells and just one other camera would quickly see how pathetic Fujifilm's sock puppet marketing droids are.

--

http://fujifilmimages.aminus3.com/
 
The wording of the letter seems to imply that you need to have upgraded the firmware first before being eligible to send the camera for a sensor change. I never bothered with the firmware upgrade since it was reported to not fix the problem. I wonder if they mean this.
 
ddtan said:
The wording of the letter seems to imply that you need to have upgraded the firmware first before being eligible to send the camera for a sensor change. I never bothered with the firmware upgrade since it was reported to not fix the problem. I wonder if they mean this.
Click to expand...
In Australia they clearly state that we must have first upgraded to the latest firmware (as proof that it does not solve the problem, or as proof that we have done everything within our own power to stop the blooming problem, I guess).

I have not yet been advised to send in my USA-purchased camera. They said they are not interested in the purchase-origin of X10s in Australia.

--
Cheers ;-)

Trevor G

Silkypix tutorials at: http://photo.computerwyse.com
 
ddtan said:
The wording of the letter seems to imply that you need to have upgraded the firmware first before being eligible to send the camera for a sensor change. I never bothered with the firmware upgrade since it was reported to not fix the problem. I wonder if they mean this.
Click to expand...
That's correct, I was told I can only send my X-S1 in for a new sensor after I had tried the new firmware. I was also told they could revert the firmware back if I was not happy with it.

Paul.
 
I got one, too, via email.

Since orbs are not a big problem for me and there is no hurry, I think I'll wait for a few more user reports.
Judging by the two reports seen on this forum the results are very good so far.
--
Tom Schum
 
The million dollar question is, if Fuji are admitting this issue is an actual fault.
Is it a recall? The wording seems to appear to skirt around any liability.....

In some countries state and federal legislation pertaining to to consumer law override some implied warranties. In Western Australia if a TV has a 12 month warranty and fails on month 14 it would still be expected to be fixed or replaced, providing it was the fault of the product. The dept of consumer affairs advocate that a product is to perform as expected and last for a reasonable amount of time. It is also the duty of the retailer to address these issues and not the purchaser.

X-10 owners in WA may be in a situation where they can return it to the point of sale and request that the camera be made to function as expected or supply a full refund.

For those who bought over seas I wouldn't be surprised if under Australian consumer law Fuji Australia would have to pay all costs of transport along with the repair.

If your an Oz dweller it's certainly worth talking to your state government authority about.

--
Noel 100
 
[sorry, noticed previous thread. editing to delete duplicate subj matter]
--
/ guy

The world is going to pieces and people like Adams and Weston are photographing rocks! ~Henri Cartier-Bresson
 
...Stop digging.

Even in the face of the sensor replacement effort, they indulge themselves in incestuous groupthink.

First, there wasn't a problem, no more so than blooming in any other CMOS sensor.

Then, there was a fw fix with tightly controlled expectations...certain mode(s), helps reduce, but not necessarily fix.

We're talking about a $600 USD new at time of release enthusiast compact...

...one which had not only white orbs, but black ones too.

Through all the attempts to provide other CMOS examples, I think I may have seen ONE from another brand.

All the rowdy troublemakers here at FTF flooded the forum with comments that daytime speculars, nighttime lights do not render properly. They deserve to be thanked. DPR did its part too.

FINALLY, the inward-focused, multi-faceted ineptitude of Fujifilm took one step back momentarily and announced a sensor replacement program assuming the fw fix didn't render acceptable results.

And in a "take this wit choo" sort of way, the slap their customers in the face with this hack of a letter.

I've built a company from a garage, and I've worked for some of the largest and most successful companies in their sector and they have made some correspondingly huge mistakes. Yet I have never worked for a company which would allow such a brazen and insulting customer communication.

I would never approve of such a letter, let alone write one even as a first draft with one cerebral hemisphere tied behind my back and the other on a sake drip IV.

And of course, we get the expected fine print which is one of my arguments for there being a HUGE distinction between buying an orby X10 and buying a cam with the new sensor built-in (if they will even do that at this point...maybe the X11), because they are not responsible for lost or damaged cameras in shipment. That's normal, the problem is it's one more thing that CAN go wrong in addition to them returning your cam with unexpected problems like dust, oil, scratches.

I like an OVF as much as the next guy, but given the new Sony has a large'ish sensor in a S95 type body, it's looking better and better all the time.

Hell, one of Kim's latest blog articles sheds light on how the X10 sensor isn't so spectacular after all. I love the non-orb imaging capability it has, but deftly captured and processed photos are by no means its sole domain.

Un-believable.
WolfyWho said:
Just received this email from Fuji this morning....

Dear Valued Fujifilm X10 Customer,

This email is following up on the contact you made with us a number of weeks ago regarding your FUJIFILM X10 digital camera. As stated in March, Fujifilm has taken two significant actions to further improve an already well reviewed and well received product and to specifically minimize the "white disc" or "blooming" effect that may occur in certain isolated shooting situations with the X10 (similarly to the occurrence experienced with other CMOS sensor digital cameras):

FIRST, we made a firmware upgrade (version 1.03) available (available for free download at http://www.fujifilm.com/support/digital_cameras/software/firmware/x/x10/index.html as of February, 2012); and

SECOND, Fujifilm’s Tokyo-based technicians have developed a modified sensor which is specifically designed to minimize the “blooming effect” mentioned above.

At this time, if you are happy with the results your X10 is providing, there is no need for any further action on your part. We hope you continue to use and enjoy!

However, if you have already upgraded the firmware and are still experiencing the blooming effect, we are offering a free camera evaluation through September 30, 2012 subject to, and under the terms of the X10 Limited Product Warranty. Please follow these steps to send your camera in to us:

Remove any images stored in the camera’s internal memory.

-Ship the FUJIFILM X10 camera only. You should keep your memory card(s), battery, strap, software and any/all other accessory items.

-Print and complete the attached “X10 Evaluation Form” and include it with your X10 camera shipment. (See attached)

-Carefully package your X10 camera to prevent any in-transit damage. Fujifilm will not be responsible for any damage occurring during shipping.
-Choose a shipping carrier that enables you to track the package shipment
-Ship your X10 package to the address noted below POSTAGE PAID:

FUJIFILM North America Corp.
Attn: X10 Camera Evaluation
1100 King George Post Road
Edison, NJ 08837

Upon our receipt, our service center will conduct an evaluation of your camera. If our evaluation determines that your particular camera’s blooming effect could be improved with the new sensor, then to address any continued concern, we will replace your sensor and ship the upgraded camera back to you at no cost to you. This offer applies only to X10 cameras purchased in the US, where the camera is received at our service center in good working condition by September 30, 2012, where no abuse to the camera has occurred, etc.

Expected turnaround time for the evaluation and replacement process is less than 3 weeks from our receipt.

Best regards,
Fujifilm Technical Support
Click to expand...
 
WolfyWho said:
the "white disc" or "blooming" effect that may occur in certain isolated shooting situations with the X10 (similarly to the occurrence experienced with other CMOS sensor digital cameras):
Click to expand...
Were it similar to the occurrence experienced with other CMOS sensor digital cameras, there would have been no need for the new sensor.

Of course, they say there is a new sensor, yet so far the results are spotty ... one wonders how this will all end.

--
http://kimletkeman.blogspot.com
 
Are you leaving the lens cap on? It's seems crazy to not offer the lens protection during the shipping. The letter from Fuji says to leave home all the accessories (but doesn't mention the cap).

Edited: I see there is another thread regarding this question.
 
At least US customers get some sort of explanation letter. In Germany all I got as an answer was a link to UPS for sending in the camera. I specifically had to ask if they even have the sensors available yet to address my support request.
 
I received an email from Fuji yesterday at 1pm indicating they received my camera. It said:

Thank you for using FUJIFILM Service and Support. Your product was received today, 6/14/2012, at our Edison service center. It is our goal to have your repair completed and shipped to you within 10 business days from today. Due to holidays or parts availability, repair time may increase. You will receive an E-mail with tracking information on the day your repair is shipped.

Repairs out of warranty will receive an estimate by mail.

Thank you.
FUJIFILM Service and Support.

Email #2 came at 4pm saying it has been shipped back to me already. That was fast! Not sure what to think about that, but we'll see what happens I guess. Here is the 2nd email:

Your product was shipped back to you today, 6/14/2012. We ship all repairs via FedEx carrier service (USPS if PO Box is used). Your tracking number is : xxxxxxxxxxx.
A signature may be required to obtain your package.

You can check shipping status on the Web by clicking on the correct shipper links provided: http://www.fedex.com or http://www.usps.com . You may also call to check the status by dialing 1-800-275-8777 for USPS or 1-800-659-3854 for Fed-X.

If your product was repaired/replaced, please inspect to ensure it is working properly and that all items were returned.

You can always check the status of your repair by visiting https://camerarepair.fujifilmusa.com/CheckOrder and using the Repair Reference Number above.

Please fill out the short repair quality survey at https://service.fujifilmusa.com/CameraRepairSurvey/

Thank you.

FUJIFILM Service and Support.
 
I had a good experience with them too. Sent my camera from LA to Edison NJ with post office. Package left on Tuesday, on Thursday Fuji said the got it, and like you have already sent it back via fedex. GR8
WolfyWho said:
I received an email from Fuji yesterday at 1pm indicating they received my camera. It said:

Thank you for using FUJIFILM Service and Support. Your product was received today, 6/14/2012, at our Edison service center. It is our goal to have your repair completed and shipped to you within 10 business days from today. Due to holidays or parts availability, repair time may increase. You will receive an E-mail with tracking information on the day your repair is shipped.

Repairs out of warranty will receive an estimate by mail.

Thank you.
FUJIFILM Service and Support.

Email #2 came at 4pm saying it has been shipped back to me already. That was fast! Not sure what to think about that, but we'll see what happens I guess. Here is the 2nd email:

Your product was shipped back to you today, 6/14/2012. We ship all repairs via FedEx carrier service (USPS if PO Box is used). Your tracking number is : xxxxxxxxxxx.
A signature may be required to obtain your package.

You can check shipping status on the Web by clicking on the correct shipper links provided: http://www.fedex.com or http://www.usps.com . You may also call to check the status by dialing 1-800-275-8777 for USPS or 1-800-659-3854 for Fed-X.

If your product was repaired/replaced, please inspect to ensure it is working properly and that all items were returned.

You can always check the status of your repair by visiting https://camerarepair.fujifilmusa.com/CheckOrder and using the Repair Reference Number above.

Please fill out the short repair quality survey at https://service.fujifilmusa.com/CameraRepairSurvey/

Thank you.

FUJIFILM Service and Support.
Click to expand...
 
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