Thank you Fuji UK

Just a heads up for all you X100 users.

Yep I had a 'problem' with my X100, SAB I suspect. And in 35 years of professional photography I've had 'problems' with Nikon, Canon, Pentax, Olympus and various other brands.

What I've not had, and which Fuji managed with consummate ease, is a painless repair process.

I registered the repair online with Fuji. Next morning a box arrived to return the camera in post-paid. The following day an email informed me it was in the repair shop. Two days later I was informed it was on its way back, and I received it today. Monday to Friday, job done. And I live 600 miles from the repair facility.

Not just that, but the repair is detailed in a job sheet, and there is a full checklist of everything that the technician checked, each item (and there are dozens) ticked in pen, and then the sheet signed by the individual.

Anything can break. It's how it gets fixed that matters. Well done Fuji - ten out of ten.

Good story - my experience of Fuji has been exemplary so far.

JohnMP said:

Just a heads up for all you X100 users.

Yep I had a 'problem' with my X100, SAB I suspect. And in 35 years of professional photography I've had 'problems' with Nikon, Canon, Pentax, Olympus and various other brands.

What I've not had, and which Fuji managed with consummate ease, is a painless repair process.

I registered the repair online with Fuji. Next morning a box arrived to return the camera in post-paid. The following day an email informed me it was in the repair shop. Two days later I was informed it was on its way back, and I received it today. Monday to Friday, job done. And I live 600 miles from the repair facility.

Not just that, but the repair is detailed in a job sheet, and there is a full checklist of everything that the technician checked, each item (and there are dozens) ticked in pen, and then the sheet signed by the individual.

Anything can break. It's how it gets fixed that matters. Well done Fuji - ten out of ten.

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+1 I was so impressed with Fuji's (UK) response to X10 issues that I bought the XP1.

Couldn't be happier with both.

JohnMP said:

Anything can break. It's how it gets fixed that matters. Well done Fuji - ten out of ten.

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Amen.

JohnMP said:

Just a heads up for all you X100 users.

Yep I had a 'problem' with my X100, SAB I suspect. And in 35 years of professional photography I've had 'problems' with Nikon, Canon, Pentax, Olympus and various other brands.

What I've not had, and which Fuji managed with consummate ease, is a painless repair process.

I registered the repair online with Fuji. Next morning a box arrived to return the camera in post-paid. The following day an email informed me it was in the repair shop. Two days later I was informed it was on its way back, and I received it today. Monday to Friday, job done. And I live 600 miles from the repair facility.

Not just that, but the repair is detailed in a job sheet, and there is a full checklist of everything that the technician checked, each item (and there are dozens) ticked in pen, and then the sheet signed by the individual.

Anything can break. It's how it gets fixed that matters. Well done Fuji - ten out of ten.

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Excellent service of Fuji UK. In great contrast to Fuji USA who dared to ask two American citizens $700 to fix the exact same problem you had with the exact same camera that came out kf the exact same factory in Japan!

John, I recently had the same issue and can repeat your story word for word. Fuji UK were brilliant with the speed of repair and return and their professionalism. Like yourself I received a checklist as to all the parameters they tested and it is like an M.O.T. certificate that I have put into the original box as part of its service history. My own repair took 8 days because there was a weekend involved so I wasn't too fussed about that. The new lens assembly they put into my camera is actually quieter than the original one but the AF speed is the same. I would most definitely buy more Fuji cameras in the future as a result of this impressive backup service. I use my X100 alongside my Canon 5D mkI and mkIIs regularly so was very relieved when the repair took the barest minimum time possible. I believe that Fuji understand that many professional photographers use their cameras and that there IS the very known and accepted SAB issue so they are sympathetic to users reporting the problem and are well set up to deal with it quickly, efficiently and professionally. I rate their response very highly and would certainly recommend their products and customer service to anyone in doubt.

Lucky You ;-)

LoL, the last one Fujifilm couldn't Repair the Damage on my Camera.
There Answer: The Cost was around € 600 = You need a new Body.

So i have fix this Damage self for less as € 2 with the little help from one other Person.

JohnMP said:

Well done Fuji - ten out of ten.

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So "zero out of ten" from me to FUJI...

Regards: Carsten

+1

The staff at Fuji UK appear both pleasant and knowledgeable and their processes are both quick and informative.

I've had to deal with them over the X10 and X100 and I couldn't have been more impressed.

Interesting - my own experiences with the Fuji repair centre in the UK (I live in Germany, but all repairs for German customers are handled in the UK) have been much less positive. I had a dust speck in the sensor of my X-Pro1, under the cover glass. They just cleaned the sensor and send the camera back, without checking whether cleaning had helped at all. And this happened twice! I have no idea what they were thinking, unfortunately the way service is set up there is no way to talk to the technicians in the UK directly.

And you can read a number similar stories in German forums. Camera was sent via Fuji Germany to the UK, came back, was not OK, camera was sent to the UK again, came back, same (or new) problem - camera was exchanged by Fuji Germany. Not sure whether that's typical, but it makes you think.

Right now I have an X-Pro1 with a hot pixel (actually 3, but 2 of them are not very visible), and I rather live with it then potentially going through the same cycle (sending/waiting/disappointed/resending/waiting/disappointed/new camera) again.

Of course, I also have a X100, so far, with no problem at all. If that changes and it gets the SAB issue, I will have no choice but to try Fuji service again. You post gives me hope, that by now they know how to do SAB repairs quickly and effectively.

And regarding the checklist:

The checklist I received said - among others - that they had checked the lens for cleanliness. Only I had not sent any lenses with the body

ORothe said:

The checklist I received said - among others - that they had checked the lens for cleanliness. Only I had not sent any lenses with the body

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That is poor . :-(