Weird black line/artifact in photo? (XT4 + Canon FD)

So since I last posted a few months ago, the problem has cropped up again. Just to summarize:

1. Camera was purchased in Summer 2021.
2. The problem first presented December 2021.
3. I took the camera back to the store in February 2022.
4. They sent it to Fujifilm Netherlands. 2 weeks later it came back saying they found nothing, but they updated the firmware and "adjusted" the sensor.
5. I picked up the camera and tested it for one day, with new SD cards. Same problem presented again.
6. I gave it back, and they sent it to Fujifilm Netherlands again, who sent it to Fujifilm UK.
7. About 2 months later they sent it back to me, without letting me know what they did. They said "we found the problem and fixed it".
8. So a week after I received it I tested it out again, and the problem presented again. The problem presents with different lenses and different SD cards. So it is definitly a problem with the camera.

I have now sent it back to the store again and said I expect them to replace the camera. They are making a big fuss that they normally should get 3 attempts to repair. I disagreed.

They then said they will send it to Fujifilm again, they will take a look, but will not try to repair it again. Just confirm something is wrong, and then I will get a new one. It has something to do with Fujifilm crediting them for the camera or something. In the meantime they would send me a loan camera (XT3), which they did. Over a month has passed and I have not heard a peep out of them regarding the XT4.

So will send them another email asking whats up. I really hope I get a new XT4 back for my vacation middle of August...

If anybody has tips on how to deal with it let me know.

erikjanneman wrote:

So since I last posted a few months ago, the problem has cropped up again. Just to summarize:

1. Camera was purchased in Summer 2021.
2. The problem first presented December 2021.
3. I took the camera back to the store in February 2022.
4. They sent it to Fujifilm Netherlands. 2 weeks later it came back saying they found nothing, but they updated the firmware and "adjusted" the sensor.
5. I picked up the camera and tested it for one day, with new SD cards. Same problem presented again.
6. I gave it back, and they sent it to Fujifilm Netherlands again, who sent it to Fujifilm UK.
7. About 2 months later they sent it back to me, without letting me know what they did. They said "we found the problem and fixed it".
8. So a week after I received it I tested it out again, and the problem presented again. The problem presents with different lenses and different SD cards. So it is definitly a problem with the camera.

I have now sent it back to the store again and said I expect them to replace the camera. They are making a big fuss that they normally should get 3 attempts to repair. I disagreed.

They then said they will send it to Fujifilm again, they will take a look, but will not try to repair it again. Just confirm something is wrong, and then I will get a new one. It has something to do with Fujifilm crediting them for the camera or something. In the meantime they would send me a loan camera (XT3), which they did. Over a month has passed and I have not heard a peep out of them regarding the XT4.

So will send them another email asking whats up. I really hope I get a new XT4 back for my vacation middle of August...

If anybody has tips on how to deal with it let me know.

I experienced something like this , but it was a very long time ago with a Fuji PS camera. Horizontal lines  in images in some situations (not so subtle as in yours)

They did not believe me at first because everything did work OK or looked like that  ... I had to print several samples from different situations before they believed me ...and they repaired/replaced several parts from the shutter/AF systems.  It was possibly some strange electric interference that a defective part caused.  Long time ago, but...

I hope you did send samples - a clever engineer very likely understands what is happening. If it is something very rare it can be difficult to find a qualified person who understands what is happening...

Yes, I supplied them with samples every time. One time took my SD card to the store where they could take the files right of there to send on to the technicians.

To be honest I have little trust remaining that they will figure it out. Also because they claimed to have fixed it twice now and the opposite was true.

I just want them to replace the camera. Honestly I also expected the camera store (cameranu.nl) to just give me better service then this. It is nice that they give me a loan camera, but if you put everything together (the time that several employees put in checking it out, and talking with me + fujifilms time + sending costs several times) I feel it would have just been cheaper if the replaced it sooner.

I am also a customer there since they were just starting out. Bought 2 cameras there, 4 lenses and many accesoires. Now they are much bigger and have several locations in the Netherlands and I feel their support has not become the better for it. Everyime you contact them you get a response from someone else...

I have just sent them another email after they promised to keep me updated in their last email, and not having heard anything in a month.

erikjanneman wrote:

Yes, I supplied them with samples every time. One time took my SD card to the store where they could take the files right of there to send on to the technicians.

To be honest I have little trust remaining that they will figure it out. Also because they claimed to have fixed it twice now and the opposite was true.

I just want them to replace the camera. Honestly I also expected the camera store (cameranu.nl) to just give me better service then this. It is nice that they give me a loan camera, but if you put everything together (the time that several employees put in checking it out, and talking with me + fujifilms time + sending costs several times) I feel it would have just been cheaper if the replaced it sooner.

I am also a customer there since they were just starting out. Bought 2 cameras there, 4 lenses and many accesoires. Now they are much bigger and have several locations in the Netherlands and I feel their support has not become the better for it. Everyime you contact them you get a response from someone else...

I have just sent them another email after they promised to keep me updated in their last email, and not having heard anything in a month.

Luckily you live inside EU  like the shop - customers do have some legal rights. You clearly have got a defective camera. It has taken too much time and they try to forget you because they can not repair the camera.

Money back or a new camera are the possibilities they legally have.  If there is a shop somewhere close to you it can help if you visit it in person... emails are too easy to forget.

May the force be with you  

Hmm yes, that's part of the problem. The store is Dutch (as am I), but I have since moved to Germany. That's why it took me a while to take the camera into the store the first time. I combined it with a family visit.

But 650km one way to drive to that camera store is a bit much ;).

And I know about my legal rights, but I would much rather not go there. If they do not deliver the result they promised now (new camera), I will be using those rights to cancel the contract of the original sale. But before this I've only had good experiences with them and they are trying to be accommodating by giving me a loan camera 2 times. So I will still give them the benefit of the doubt and a chance to make it right...

So, last update hopefully.

I have received my brandnew in the box replacement camera. No idea what was wrong with the old one (not sure if they know, but they certainly did not tell me). But after some back and forth the store replaced it.

I assume the problem was a oneoff and my new camera will be without problems.

Thanks for your replies, suggestions and tips.