Fujifilm Italia lost a customer

Discussion in 'Open Discussion' started by onreb, Sep 16, 2013.

  1. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Adieu Fuji.
    See this thread: https://www.fujixspot.com/showthread.php?t=1715

    It's Fujifilm Italia's fault: as I know now, they DON'T exchange defective cameras, unless you find the problem instantly, in the shop.
    After 6 days since having bought it, I know my camera will be repaired, and it will take weeks.

    This is far from professional. Easiest way to loose a customer. Buy new, pay fast, get reconditioned after one month.

    I'm complaining by fax at Fujifilm Europe GMBH in Düsseldorf, Germany. I am furious.
  2. macjim

    macjim FujiXspot Regular

    Feb 1, 2013
    I have a similar problem but after two botched repairs I believe I will be getting a new camera, if they every get back into stock here.

    Sent from my iPad using FujiXspot mobile app
  3. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Here's a copy of what I'm going to send to Fuji Europe:

    To FUJIFILM Europe GmbH - Heesenstrasse 31
    D-40549 Düsseldorf, Germany
    Phone: +49 211 5089 0 - Fax: +49 211 5089 344

    Good morning.
    I am going to ask you to analyze this after-sales story that’s happening in Italy.

    I buy a Fujifilm X-E1 zoom kit at Fotolandia shop, Vicenza, Italy.
    Using it, I see an halo in the sky. A blower doesn't solve.

    I call the shop

    I bring the camera to the shop, they verify that the dust spot is under the protective screen of the sensor. It's just a week since I bought it, but they say they have to send it to the repair center, for an estimated wait of one month. I protest and ask for substitution or at least a quick intervention, to no avail.

    I write e-mails to the after sales service.

    I receive answers from the after sales service: they say that sending the camera to the repair center is the only solution they can offer.

    I have just had confirmation, during a phone call to Fujifilm Italia, that they are not going to exchange a defective camera after the sale. I am going to have to wait for the camera to be repaired.

    I am not so happy to eventually receive a repaired camera: no doubt about the repair center’s abilities, it’s a matter of principle: I have just spent 1000 euros for a brand new, perfectly working camera, to eventually get a repaired/reconditioned one after some weeks.

    I am deeply disappointed and, being this a Fujifilm Italia’s choice, I am going to immediately re-sell the camera once I’ll get it back and change brand. This marketing choice, if confirmed, is awful to say the least.

    Please tell me this is a nightmare and those who have told this stuff to me are misinformed.
    I just cannot believe such a commercially suicidal behaviour from Fujifilm.
    • Like Like x 1
  4. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    My simpaties
  5. BBW

    BBW Super Moderator Subscribing Member

    Feb 8, 2013
    NW corner of CT
    I am very sorry to read all of this onreb. macjim, yes - what befell your camera?
  6. Armanius

    Armanius FujiXspot Top Veteran

    Feb 1, 2013
    That's definitely not the way to treat a customer.
  7. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Ditto. I love the camera and own an X20 too. I have the right to ask for a replacement and they risk to loose a customer and to have bad reports on the web. I have read the EC consumer law and understood I have to blame the seller, but the Italian distributor (by way of its after sales service) is not helping. I am spreading this experience at the cost of being annoying because we need awareness. I don't know of other places, but this looks to be quite a standard down here. And it is also because the usual behaviour of the italian people is to let it go.
    • Like Like x 1
  8. flash

    flash FujiXspot Regular

    Mar 15, 2013
    That sucks. Does Italy have consumer laws to cover this type of thing? Companies try this here too. More than once I've been able to override a "policy" by reminding them of their legal obligations.

    • Like Like x 1
  9. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Yes we have, Gordon. Same European law as in countries behaving way better.
    It's the deep nature of people to make a difference. If I simply remind a legal obligation, I'm going to see upset people yelling at me.
    Don't know how up to date with our internal situation you are. There's a guy with a third grade (final) sentence who's ruled for twenty years, and now that the sentence is final is refusing to accept it. And 1/3 of the Italian people agree with him.
    Yes, this is Italy, Europe. We have got various excellences, but about the legality matter we look like a third world country. Without offence to any third world country... ;)

    I've read the law. It's a law: it clearly says my rights, but offers also small... emergency exits here and there. The threat to use it would work only if the other part is essentially an honest one. Of course there are stronger ways, but you know: a big shop and a distributor do have more resources than me, if lawyers are going to be involved.

    This is, basically, the reason why I am desperately trying to have this story resonate on the forums, being the fact that I need to vent and find some sympathy the first one.

  10. macjim

    macjim FujiXspot Regular

    Feb 1, 2013

    Sent from my iPhone using FujiXspot mobile app
  11. macjim

    macjim FujiXspot Regular

    Feb 1, 2013
    The blackout screen kept opening half way when in OVF, fixed twice then it came back with a new fault not originally there before repairs!

    Sent from my iPhone using FujiXspot mobile app
  12. Luke

    Luke FujiXspot Top Veteran Subscribing Member

    Jan 31, 2013
    Milwaukee, WI USA
    I understand your disappointment. But with many things that cost that cost more money, it's traditional for the item to be fixed rather than replaced. I have had similar issues with a car and a refrigerator. They were repaired and returned to a status like new new rather than being replaced. It seems like a shame to sell your basically new camera for a used price because you are unhappy with their solution to the problem. And it is a solution. The camera will work perfectly when you get it back.
  13. Peter Chin

    Peter Chin FujiXspot Regular

    Feb 2, 2013
    Not with Fujifilm but with Canon...i recently ( a little under 4 months now) purchased a 5D3 and 1Dx, the 1Dx had a "service recall" on poor assembly not from one batch but SIX...we are looking at hundreds maybe even thousands of bodies and the big one was my 5D3 died with under 200 shots in under a month :p they replaced some major boards if i read the repair sheet properly...no apologies, no reasons for failure, no full replacement ...so i wouldn't expect much now with any manufacturer these days.
    This is in Canada and there is not much protection we have as consumers when these types of issues pop up.
    I sympatize with you as i also think to myself....for the amount we pay, you would at least think the quality would be better?
  14. bobbywise

    bobbywise FujiXspot Regular

    Feb 15, 2013
    Robert Wisbey
    This is so unfortunate and very bad customer service.
    I think the shop has something to do with it too.
    Many shops have a 14 day return if you're not happy or direct exchange if faulty scheme.
    I was lucky with Fnac in France. I had an XF1 that developed a lens error after about a month.
    Fnac were good enough to give me an immediate exchange even if it was after 14 days.

    I remember I bought a G3 iMac from PC world years ago. It had a dead pixel. When taking it back to get another they tried to give the acceptable number of dead pixels story. So I said either they exchange or I have my money back with the 14 days unhappy with product time, and simply buy another. At that point the did an exchange.

    I tend to buy from places that always offer the 14 day happy with product period.
  15. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    What about being happy to have bought new to use it, and then wait one month. Sorry but we actually have a specific law that says I can ask for replacement. And if it is new but has to be fixed, ask Apple. It is called reconditioned, and sold for less.
    For the rest, I perfectly understand a fixed one will be equally working as a new one. I have bought a reconditioned MacBook. But they cannot ask to be happy with that solution. It is unfair.
    • Like Like x 1
  16. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Yes of course. He's hiding behind the distributor's policy. But again, our European law protects him too, cause in a case like this he could force the distributor to comply with the law itself. Of course this would require some lawyer's work, so each character in this comedy is trying to charge the other one.
    The weaker one is me, of course.
    But again, yes: the shop is the only responsible one about me, this is the law. I cannot bother of what his problems are with the distributor. So I agree the title of the OP should be: my usual vendor has lost a customer.
    Having known what the Fuji Italy's policies are, I leave the OP's title as it is. They have lost a customer. If I'm going to buy again into Fuji's system, it will be through the internet, abroad.
    • Like Like x 1
  17. onreb

    onreb FujiXspot Regular

    Mar 12, 2013
    Ok, cialis helped... (i mean the soon to be removed spam up here).
    I got my shop to replace the camera. It's taken a week, I've had to get upset and quote parts of the law. In the end, friends again, but they are actually having a dispute with the distributor, who's not helping. They confirm to have less problems with different distributors; I'm confident Fuji will soon find it's way to a better after-sales service in this new successful market they've found with the X series. In Italy, I mean. The distributor suggests the vendor to sell the repaired camera as new to a different customer. It seems my shop is trying to apply a better policy than the distributor, he doesn't accept this solution and wants them to take their own responsibility; I understand him, he's getting some damage he's not responsible for. When the product is defective, the responsibility to not make any (economical) harm to anyone has to grow backwards.
    My fingers are crossed but I am now out of this exhausting experience. It should have been easier, but it's nonetheless an happy ending.