Warranty experience

[kaiwasoyokaze]

Hi all, just wanted to share recently an experience involving dropping my camera off for the warranty.

Out of all my cameras I seldom used my X-E1. last weekend i brought it out to test out my new ms-28 converted lens from a super mini and was taking it out to the train when it fell and hit the floor. Now I have to mention I had a pretty good (and solid) half case and the distance was not that great.

the camera hit the ground and the camera still worked. however later when I tried to switch over to the EVF, there was nothing. nada. all black. the EVF effectively pooped but I could still shoot with the back LCD. I have to mention that I was pretty disappointed at the construction of consumer electronics nowadays compared to my film cameras.

Since I bought it second hand, I got the warranty and registration information from the seller and proceeded with the warranty process in Hong Kong. I just want to comment that the Fujifilm specialist guy was professional, informative, and VERY courteous. I dropped the camera off and he explained the whole process. Not once did he ask me suspiciously what I did it to it/ cross examining me or grilling me on the use.

The exterior was mint and the warranty/repair looks to be a no questions asked process. He said I can call in on this Thursday to check up on it and will receive my camera back no later than next week.

The whole process was efficient, pleasant, and overall very clear-cut. Of course I will have to see if there was anything else that they will update me on when they start working on the camera, but I'm quite pleased at the service so far.

Another consideration is that the warranty will run out on January 17th....(a year after its' purchase) so it's a perfect time for the camera to crap out on me. 😀

PS: btw, I have a full page of MS-28 pictures (MS optical converted lens) on my tumblr page if you want to see my review and thoughts on that jewel of a lens.

 

[Spyro]

that's allright, fuji wants to make some happy customers
let them do it

 

[kaiwasoyokaze]

that's allright, fuji wants to make some happy customers
let them do it

maybe i should clarify to clear up misunderstanding, i walked in there explaining my situation and was ready to chalk it up to an expensive lesson.

this post was to exemplify Fujifilm's excellent communication and service.

i walked in there, showed them my camera, we talked, and he asked for my warranty papers. done.

 

[Spyro]

Yeah I understand, it's not the first time they do something like that, it's obviously their policy to earn customer satisfaction via customer service. Even if it means sometimes providing services beyond their legal obligation.

In my personal experience they didnt even ask for the invoice (which I had lost by the way), I sent the camera in and it just came back fixed. They could probably tell from the serial number it was still under warranty, but still.

 

[nongfuspring]

Pity to hear about it crapping out on you, though pleased that the repair experience wasn't painful.

Btw, is that MS-28 adapted specially for X mount or are you using an adapter? Seems like a really neat combination, so compact, glad to hear the performance is good.

 

[kaiwasoyokaze]

Pity to hear about it crapping out on you, though pleased that the repair experience wasn't painful.

Btw, is that MS-28 adapted specially for X mount or are you using an adapter? Seems like a really neat combination, so compact, glad to hear the performance is good.

the ms-28 is adapted via the M mount adapter

very good stuff 😀

 

[nongfuspring]

the ms-28 is adapted via the M mount adapter

very good stuff 😀

Really unusual, super cool.

 

[PhotoMat]

While in Death Valley last February, I had noticed what I thought was a dust speck on the sensor appearing in some of my shots with the 14mm lens. Upon returning home, I was unable to remove the speck using my cleaning swabs, so I took it in to the local repair shop for a sensor swabbing. Under magnification, the local shop determined that the speck was something between the cover glass and the sensor.

I had purchased the Fuji from Henry's Camera in Canada, which came with a 2 year warranty through Fuji Canada, as opposed to the one year warranty through Fuji USA. I was instructed to send the camera to Fuji USA for the repair/cleaning. They promptly addressed the problem, billed Fuji Canada for the repair and shipped the camera back to me with overnight shipping. They had even installed the latest firmware update while it was in the shop. Great customer service, in my book!

 

[GaryLH]

Yep.. Same for me when my 27 stopped working. Sent me a replacement lens one day after getting my old one in. Their customer service and fw updates have won me over as a loyal customer.

Gary