S2 recall, Part 2

[ralph proctor]

Hi:

I promised to let folks know about the saga of my failed S2. After holding for 20 minutes, I finally got a tech rep who engaged in the usual double-speak. In other words, she was clueless. I asked to speak to a supervisor and was connected to a gentleman named Dan. He MADE SENSE! I told them that they ought to check out this forum and see what they can do to head off a ground-swell of disgruntled S2 owners, who were obliviously above average in income. I don't know if they would heed my advice. Perhaps we ought to flood the managers with phone calls so that they can get some true measure of our discontent. At any rate, I will be shipping my unit off today. I am on their list for a loaner. We will see how that works out.

Dan did say something that gives me pause. He said that they did not even know about the problem until Nikon called them. The problem I, and many others are experiencing has to do with a NIKON component. So, perhaps our anger is directed towards the wrong manufacturer. I wonder why the Nikon D100's, which are based on the same camera (N80) do not exhibit the same problems. Hmmmm. I will keep the forum posted on my progress.

Ralph

 

[ajs2107922]

Hi,
Sounds like a deflect tatic. Blame Nikon to deflect some of the heat.
Keep at it chap!
Alex

Hi:
I promised to let folks know about the saga of my failed S2. After
holding for 20 minutes, I finally got a tech rep who engaged in the
usual double-speak. In other words, she was clueless. I asked to
speak to a supervisor and was connected to a gentleman named Dan.
He MADE SENSE! I told them that they ought to check out this forum
and see what they can do to head off a ground-swell of disgruntled
S2 owners, who were obliviously above average in income. I don't
know if they would heed my advice. Perhaps we ought to flood the
managers with phone calls so that they can get some true measure of
our discontent. At any rate, I will be shipping my unit off today.
I am on their list for a loaner. We will see how that works out.
Dan did say something that gives me pause. He said that they did
not even know about the problem until Nikon called them. The
problem I, and many others are experiencing has to do with a NIKON
component. So, perhaps our anger is directed towards the wrong
manufacturer. I wonder why the Nikon D100's, which are based on
the same camera (N80) do not exhibit the same problems. Hmmmm. I
will keep the forum posted on my progress.

Ralph

--
Alex
LWS photographic (UK)

 

[craig57355]

Hi Ralph

Just the opposite for me this morning. Don't know whether your in the US or not. many times it's the luck of the draw who you get on the phone. I have spent many hours on hold for tech "I'm an audio engineer by trade" You can call up tech with a very specific problem and the one guy does not have a clue, I usually wait ten minutes, call again, get another tech who is totally up to speed on the issue and solves it in one minute. All techs are not created equal.

Talked to a nice fellow by the name of Ralph. Said that the chances are better than not that the camera could fail if it is on the list. He recomended to send it in and they next day turn around with a new unit. I asked " is this a refurb or really a brand new unit?" He reasured me it was brand new.

I then asked to talk to a level 2 tech to see what else I could find out. He kindly connected me. The tech wouldn't go into details, but said it wasn't just one thing causing the failures, but added that it was more of a cascading chain of events that would corrupt the cpu. He also said if it was him, he would send it in for a replacement. They give top priority to the S2's that are on the list. Also I said I did not want to inherit any "new issues" such as poorly calibrated focus, funky CCD etc. Again, he very kindly assured me that they are really paying attention to proper allignment etc, He didn't sound like he was trying to BS me.

Anyway, it's in the mail today

 

[HaloFX]

I am going to call them back, when I spoke to them the lady didn't even ask my name. She just asked for a serial number and then said send it in. I had to ask for an address. She said I didn't need an RMA nummber or anything. Is this right? Is this what you got also? I am really panicking.

Hi Ralph

Just the opposite for me this morning. Don't know whether your in
the US or not. many times it's the luck of the draw who you get on
the phone. I have spent many hours on hold for tech "I'm an audio
engineer by trade" You can call up tech with a very specific
problem and the one guy does not have a clue, I usually wait ten
minutes, call again, get another tech who is totally up to speed on
the issue and solves it in one minute. All techs are not created
equal.

Talked to a nice fellow by the name of Ralph. Said that the
chances are better than not that the camera could fail if it is on
the list. He recomended to send it in and they next day turn around
with a new unit. I asked " is this a refurb or really a brand new
unit?" He reasured me it was brand new.

I then asked to talk to a level 2 tech to see what else I could
find out. He kindly connected me. The tech wouldn't go into
details, but said it wasn't just one thing causing the failures,
but added that it was more of a cascading chain of events that
would corrupt the cpu. He also said if it was him, he would send it
in for a replacement. They give top priority to the S2's that are
on the list. Also I said I did not want to inherit any "new issues"
such as poorly calibrated focus, funky CCD etc. Again, he very
kindly assured me that they are really paying attention to proper
allignment etc, He didn't sound like he was trying to BS me.

Anyway, it's in the mail today

 

[Kendall69]

Relax, just send it and and in a few days you will get a brand spanking new camera with a fresh serial number.

I was stunned on how easy it was. I sent mine in on a Monday and was holding a new one on Thursday. I didn't waste my time talking to anyone. Make sure you insure it and pack it well.

Hi Ralph

Just the opposite for me this morning. Don't know whether your in
the US or not. many times it's the luck of the draw who you get on
the phone. I have spent many hours on hold for tech "I'm an audio
engineer by trade" You can call up tech with a very specific
problem and the one guy does not have a clue, I usually wait ten
minutes, call again, get another tech who is totally up to speed on
the issue and solves it in one minute. All techs are not created
equal.

Talked to a nice fellow by the name of Ralph. Said that the
chances are better than not that the camera could fail if it is on
the list. He recomended to send it in and they next day turn around
with a new unit. I asked " is this a refurb or really a brand new
unit?" He reasured me it was brand new.

I then asked to talk to a level 2 tech to see what else I could
find out. He kindly connected me. The tech wouldn't go into
details, but said it wasn't just one thing causing the failures,
but added that it was more of a cascading chain of events that
would corrupt the cpu. He also said if it was him, he would send it
in for a replacement. They give top priority to the S2's that are
on the list. Also I said I did not want to inherit any "new issues"
such as poorly calibrated focus, funky CCD etc. Again, he very
kindly assured me that they are really paying attention to proper
allignment etc, He didn't sound like he was trying to BS me.

Anyway, it's in the mail today

 

[craig57355]

Hi Halo

Kendal is right. I know it's hard but just relax. The number i called for the US was 1-800-659-3854, option#1

The service guy said to print out this page:

http://www.fujifilm.com/JSP/fuji/epartners/ServiceSupportDetail.jsp?returnTo=2&ID=508943

and send it along with the camera. Any camera on the recall list is automaticaly replaced and shipped the same day they receive yours. Be sure to remove your batteries and whatever memory card you are using. I took mine back to Sammy's Camera this morning and their very knowlegable service manager knew exactly what to do. They packed and shipped it for me.

Thats the advantage of buying from a reputable camera store instead of over the internet from some unknown.

Everything willl be fine. I think its also important that no matter how frustrated we are, to NOT take it out on the Fuji support staff. they are not as apt to be helpful to us if we are giving them attitude. I only mention that because this morning I made an effort to to be calm and cordial (spelling?) and was rewarded with very pleasant people on the other end of the phone line.

Here's to hoping we have our new S2's in a few days.

Hey , if nothing else, at least I'll get a new body with a clean CCD and a new lcd cover which I lost. Well.....maybe)))

Cheers
Craig S.

 

[HaloFX]

I talked to several Fuji people today, I got various responses. But the recurring theme was "Send it in, we will look at it." I wish mine was on the list. I don't know if it will take longer since it is not. I just felt a little put off, since no one even wanted my name or wanted to issue an RMA or service number. No loaners at this time either, they are all out. Hope I get the quick service. If I got it back as quick as some mentioned and they do replace it, I suppose I would be happy with the $85 it cost to ship.

Hi Halo

Kendal is right. I know it's hard but just relax. The number i
called for the US was 1-800-659-3854, option#1

The service guy said to print out this page:

http://www.fujifilm.com/JSP/fuji/epartners/ServiceSupportDetail.jsp?returnTo=2&ID=508943

and send it along with the camera. Any camera on the recall list is
automaticaly replaced and shipped the same day they receive yours.
Be sure to remove your batteries and whatever memory card you are
using. I took mine back to Sammy's Camera this morning and their
very knowlegable service manager knew exactly what to do. They
packed and shipped it for me.
Thats the advantage of buying from a reputable camera store instead
of over the internet from some unknown.

Everything willl be fine. I think its also important that no
matter how frustrated we are, to NOT take it out on the Fuji
support staff. they are not as apt to be helpful to us if we are
giving them attitude. I only mention that because this morning I
made an effort to to be calm and cordial (spelling?) and was
rewarded with very pleasant people on the other end of the phone
line.

Here's to hoping we have our new S2's in a few days.
Hey , if nothing else, at least I'll get a new body with a clean
CCD and a new lcd cover which I lost. Well.....maybe)))

Cheers
Craig S.

 

[Todd Hoffenberg]

Dan did say something that gives me pause. He said that they did
not even know about the problem until Nikon called them. The
problem I, and many others are experiencing has to do with a NIKON
component. So, perhaps our anger is directed towards the wrong
manufacturer. I wonder why the Nikon D100's, which are based on
the same camera (N80) do not exhibit the same problems. Hmmmm. I
will keep the forum posted on my progress.

I have read reports that Nikon was trying to suppress the existence of the S2 by putting pressure on retailers to not carry the S2 in stores, etc.

Maybe Nikon purposely sold Fuji some bad components to encourage people to buy the D100?

No I don't actually believe that Nikon is actively doing anything to hurt the sale of the S2; after all, they make money on S2 purchases as well (bodies, lenses, accessories).

 

[ralph proctor]

Hey craig:

Seems that there are S2's that are failing even if not on the list. Others are failing in ways not described in the recall notice. My advise is to send it back now. By the way, what you get from Fuji depends upon to whom you speak. I was dealing with a gentleman called Dan who was a supervisor in the repair department. Quite a nice gentleman. He called back yesterday and offered me a loaner.

Ralph

Hi Halo

Kendal is right. I know it's hard but just relax. The number i
called for the US was 1-800-659-3854, option#1

The service guy said to print out this page:

http://www.fujifilm.com/JSP/fuji/epartners/ServiceSupportDetail.jsp?returnTo=2&ID=508943

and send it along with the camera. Any camera on the recall list is
automaticaly replaced and shipped the same day they receive yours.
Be sure to remove your batteries and whatever memory card you are
using. I took mine back to Sammy's Camera this morning and their
very knowlegable service manager knew exactly what to do. They
packed and shipped it for me.
Thats the advantage of buying from a reputable camera store instead
of over the internet from some unknown.

Everything willl be fine. I think its also important that no
matter how frustrated we are, to NOT take it out on the Fuji
support staff. they are not as apt to be helpful to us if we are
giving them attitude. I only mention that because this morning I
made an effort to to be calm and cordial (spelling?) and was
rewarded with very pleasant people on the other end of the phone
line.

Here's to hoping we have our new S2's in a few days.
Hey , if nothing else, at least I'll get a new body with a clean
CCD and a new lcd cover which I lost. Well.....maybe)))

Cheers
Craig S.

 

[Erichatch]

Some of you may remember the lengthy thread on autofocus issues a couple of weeks back. It took some doing to establish that it WAS the camera, but once I got that done, Fuji asked for the camera back and overnighted a loaner. Yesterday Fedex delivered a new camera, new serial number, no explanation, PLUS a 256mb CF card. Again, no explanation.

I've only taken a couple of test shots, but so far they look SHARP. What a relief.

 

[ralph proctor]

Erichatch:

Glad to hear that your experiences have been positive. Since I stopped talking with tech reps and spoke to Dan, the manager of camera repairs, my experiences turned positive as well. Dan offered a loner, but I decided to wait for my own camera, which was sent off yesterday. They should have it in their hands tomorrow. I will let the forum know what kind of turn-around time I experience. Hope they will send me a free gift as well, but I won't hold my breath.

Good luck,

Ralph

Some of you may remember the lengthy thread on autofocus issues a
couple of weeks back. It took some doing to establish that it WAS
the camera, but once I got that done, Fuji asked for the camera
back and overnighted a loaner. Yesterday Fedex delivered a new
camera, new serial number, no explanation, PLUS a 256mb CF card.
Again, no explanation.

I've only taken a couple of test shots, but so far they look SHARP.
What a relief.

 

[stuart82021]

I too had finally spoken with Dan when I had a problem. The tech sent back a perfectly good S2 creating new problems, so much so that I was unable to use the camera. Tempers flared, but Dan was a TOTAL GENTLEMAN, and did everything possible to make me happy. Thank goodness for people like Dan.

 

[eduprat]

Gentlemen:

Having experienced two electronic problems with my two month old S2 bought in Atlanta last november, I began looking at these threads a couple of days ago. Following your experiences and advice, I called Fuji this morning and after a long wait listening to music and to how important my call was for them, Dan came on the phone and listened to my description of the problems. He asked for my serial number and, lo and behold, told me to send it in for an immediate exchange. My camera was among those being recalled.

I want to thank all of you for sharing your problem and its solution. My camera leaves tomorrow.

Enrique Duprat
[email protected]

 

[craig57355]

stuart wrote:
The tech

sent back a perfectly good S2 creating new problems, so much so
that I was unable to use the camera.

Thats whats scares me about getting a new camera in the recall:-(
I hope they send me back a camera that has been inspected.

Cs

 

[stuart82021]

I was given a replacement with an older serial number, which did NOT have the firmware upgrade as does a camera with a later serial number. I became furious that Fuji tried to do that to me, and as a result, they (Fuji) gave me a complete refund, despite the fact that I purchased the camera from a local store. I don't think that manufacturers are in the habit of giving end users refunds, so there must have been good reason to do so.

 

[craig57355]

I was given a replacement with an older serial number, which did
NOT have the firmware upgrade as does a camera with a later serial
number. I became furious that Fuji tried to do that to me, and as
a result, they (Fuji) gave me a complete refund, despite the fact
that I purchased the camera from a local store. I don't think that
manufacturers are in the habit of giving end users refunds, so
there must have been good reason to do so.

That's REALLY scary, That sucks that they tried to do that.

Thanks again for the heads up. I'll be sure to double check the serial# and firmware ver.

By the way,, How DO you check the firmwre ver? Is there a certain button combo on start up that show it?

Thanks
Craig

 

[stuart82021]

The only way that I know there was a firmware upgrade, was because the Fuji tech persons told me so. I am guided by his statement.

 

[astroman]

ralph proctor wrote:
I told them that they ought to check out this forum

and see what they can do to head off a ground-swell of disgruntled
S2 owners, who were obliviously above average in income.

Ralph

Ummm.... So I suppose this should entitle the more privileged among us to receive preferential treatment? I guess the rest of us peons will have to just keep our mouths shut whenever we're the victims of product failure.

G

 

[Teski]

and see what they can do to head off a ground-swell of disgruntled
S2 owners, who were obliviously above average in income.

Ralph

Ummm.... So I suppose this should entitle the more privileged among
us to receive preferential treatment? I guess the rest of us peons
will have to just keep our mouths shut whenever we're the victims
of product failure.

G

 

[ralph proctor]

Mr. Gilmore:

I do not know who you are or what set you off. It is obvious that you have not the faintest idea who I am, or anything about my life. I made no disparaging remarks about the socio-economic class of anyone. Ordinarily I would not even bother to respond to BS like yours, but you really p----ed me off.

I don't know where the hell you get off accusing me of trying to get preferential treatment for "more priviledged people." I was simply pointing out that folks who can afford an S2 are, for the most part, not poverty-stricken. Perhaps you have not read the threads, but it is obvious that most of the people who write in are far better off than I am, but I am not threatened, nor jealous of their financial situation. What really ticks me about your accusation is that I just devoted the last 30 years of my life to working with low-income people. HOW DARE YOU CALL THEM PEONS!

I have been inspired by Teski and others who take the time to help others on this forum. Never has the issues of socio-economic class arisen. While I am certainly not nearly as informed or talented as Teski, I tried to help EVERYONE when I spoke to Fuji. Up to now I have been most impressed with this forum, not only because of the information exchanged but also because everyone was so friendly. You just F-----ed that up for me.

To the other members of the forum, please accept my apology for the tone of this note, but I do not let insults go unchallenged.

Withy much regret,

Ralph

and see what they can do to head off a ground-swell of disgruntled
S2 owners, who were obliviously above average in income.

Ralph

Ummm.... So I suppose this should entitle the more privileged among
us to receive preferential treatment? I guess the rest of us peons
will have to just keep our mouths shut whenever we're the victims
of product failure.

G