SOSKIphoto
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***ISSUE SOLVED!***
Tuesday PM:
I called Fuji again to figure out what was going on with my X-T1. A Professional Manager picked up, looked up my repair, and couldn't understand why its been 3 weeks with no contact. He also explained that since the recall fix was over a year old, they would charge for LABOR but not parts. I explained to him that the recall notice did not state a deadline to get the camera fixed, therefore they shouldn't charge for anything. He agreed and said he would talk with his boss about the issue and call me back the next morning.
Wednesday AM:
I woke up to an email with a tracking number from Fuji.
Thursday AM:
My X-T1 is back in my hands with a note that reads, "Light Flare Effect fixed and Squishy D-Pad repaired :]"
So there we have it. Fuji followed through with the repair, free of charge. It just took 3 weeks and a very stern conversation with a manager. In the end, I'm happy, but there's no reason this experience had to be such a headache. I'm happy to use Fuji personally right now, but not rely on them for my professional use.
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Not that i don't believe you but I've had nothing but OUTSTANDING service with my Fuji center -- not with my X Series cameras, but with my previous S1Pro, S2Pro dSLR's. A short story: On my (eBay purchased, used ) S2Pro dSLR I discovered some straight horizontal lines on my images about a year after my flea-bay purchase. I knew immediately it was a bad sensor. This camera was 2-3 years out of warranty. I drove it to the Fuji service center in Central New Jersey. This was a Thursday afternoon. I asked them for an "estimate only" as the sensor was well over a thousand US at the time. On Monday morning just before lunch Im in my office and get a call: Your S2Pro is ready for pickup. We replaced the sensor, and the shutter mechanism. I GULPED. I explained to the young lady I only wanted an estimate. Her response: There is no charge. It's our fault. WHAT?!! WHAT!!??? I couldn't believe it. Basically they handed me a brand-new camera.
When I first got my X-E1 in 2013 I called their help desk - again at fuji in NJ. One of the tech guys actually went and got a X-E1 and walked me through all my questions, gave me his name, and told me to call back if I needed anything else.
Please don't make broad statements as you have. Fuji, as opposed to the Nikon service center in Melville, NY, which I had to deal with when I had my D800, is freakin' amazing. You can't judge them by a one-time issue. And no, I'm not a fanboy of Fuji. If they sucked, I would say-so.
Fuji service is ONE of many reasons why I dropped all my Nikon crap and went with them.
If I were you, I'd get on the phone or email to ANY OTHER FUJI person that will hear your case and keep hammering away. And, BE NICE and PROFESSIONAL. Whining doesn't work, nor anger.
Oh. And if you need a camera as a working pro maybe you should have gone either a rental, or a new one. Again, I don't know what your specific circumstances are or were. Just my personal opinion. I hope you don't take offense as I'm not giving any.
That's my story, and I'm sticking to it. I wish you luck in getting your camera repaired.
J
No problem and no offense taken.
Everyone has various experiences with all manufacturers. I've had friends hate Canon repair and move to Nikon, I've had others move from Nikon to Canon specifically because they were upset with the repair process. You had a great experience but I didn't. That's life. We pick our favorites, weigh the pros and cons, and figure out what we are willing to tolerate.
I only posted this to share my experience, in case others in my shoes are wondering. Was my experience a fluke? Maybe. I hope it doesn't happen again though.
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Turn around less than a week isn't going to happen. That's why Fuji started the whole Professional support program like Canon and Nikon have.
Guys need to give them a chance to iron out all the kinks in their professional support program. People are so quick to jump and dump a company because they don't get it completely perfect straight out of the gate.
That's not true. As a Canon CPS Platinum member, I've had cameras shipped out Monday morning and returned back by Friday night with replaced shutters, fixed bent CF pins, or a full motherboard.
I have no option but to wait for Fuji's support to get bigger, faster, and more responsible. As a full-time professional, I need my gear working at all times. I am happy to give them another chance when they get it ironed out.
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well, I have complained before elsewhere about my only experience experience with my first Fuji camera. It was a X-E1.
It went in for service because it showed “ oil” spots ( which I wasn’t unsure they were of my own making since up to that point I had had only once another lens with a adapter and always had the camera with the 35mm only.
The shop first examined it, determined that it might have been a camera defect and sent it to Fuji GERMAY because there is no Fuji lab in the Netherlands (!!!!).
The camera went if for a clean and the roundtrip from shop to lab, to shop in another city and then to me took 8 weeks ( 6 spent in Germany). Luckily they provided me with a X-M1 while I was waiting.
The good news was that the camera had been serviced “ free of charge” the bad one was that there was a hair ( so big you could see it on the display) trapped on the sensor.
The shop tried everything then they had to admit defeat and offered me to send it again ( 8 more weeks? Nein Danke!)
The other possibility was to give me a discount for the amount paid on another camera.
That’s how I bought my X-T1.
I have to conclude that if the camera had belonged to anyone looking to use it as a pro camera no one in his right mind would put up with this.
Turn around has to be less than a week, for any problem otherwise this ain’t working!
Yikes, 8 weeks is ridiculous. In their defense, it sounds like there was a lot of shipping time between facilities. Happy to hear they fixed the issue in the end and allowed you to purchase a discounted X-T1.
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Sorry to hear that.
Hopefully Fujifilm will beef up their setup to a higher standard soon.
At one of the launches I attended, Fujifilm officials seemed apologetic that they are a small setup compared to the big boys and are doing their best. Thankfully, my experiences with them reflect that.
Hopefully! That's really the only thing holding them back from fully competing with the Big 2. I don't care how small you are as a repair/support company. Just give me a call or email and keep me up to date with the status of my repair.
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Thanks for posting your experience.
Similar shoes over here, wanting to downsize and get rid of the Nikon kit but came to the conclusion that if you are a working editorial/wedding photog it's not a good idea - and the repair center experience is a new addition to that list. There are people on the forum that will argue that but I think there's a variety of reasons you should hang on to your Canon stuff for the time being, as I am my Nikon, as much as I would rather use something else sometimes.
That's the decision I've come to as well. At this point, my full-time business (shooting 5 days a week) does not have the downtime to wait 3 weeks (or even 10 days) to go without a loaner or repair. At the least, I need to have an idea of when the repair will be completed and back in my hands so I can plan out a rental period and budget.
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Why did you buy a used camera with known issues in the first place? If unknown, the previous owner has to take it back. Very strange. Luckily, 2 years warranty here in Germany, anyway, so they fix stuff free of charge. Free shipping, too, in both directions. And a free loaner for the time of repair, if one asks.
It wasn't a known issue at the time of purchase. I guess I should have done more research on the camera's history and affected serial numbers.
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I have an X100t and X-T1. For personal use/travel, I am only keeping the X100t. I love the small footprint, ND filter, and leaf shutter. The X-T1 is definitely a better camera, but the X100t is so much easier to take – no lens choices, no nothing.
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Little back story, full-time working photographer (editorial and wedding) hoping to make the switch from my Canon system to Fuji after falling in love with the X100t.
I hopped on reliable forums and purchased a mint X-T1 and 56mm f/1.2 to test the waters. Upon unboxing, I found out it had the dreaded squishy D-Pad (as opposed to my awesome rental from Borrow Lenses), and "Light Flare" issue. Original owner wouldn't take it back, so I called up the Pro Repair Center in VA for warranty work.
1. 45 minute wait to get direction for an Repair Order Form,
2. $50 FedEx ground from CA to VA,
3. 3 WEEK wait before I receive any word from Fuji (no acknowledgement that they received my camera – nothing),
4. Repair Estimate is $175,
5. Call them up and they explain they are charging me because free warranty work was done last year, not this year. They also admit that my serial number is affected but they won't fix their own issue.
Moral of the story/rant – Fuji doesn't have their shit together in the repair and support area. I love the cameras, but I can't be in the dark for 3 weeks while trying to earn a living. I have sent many items into Canon's CPS program and love their overly active communication – "We received your item," "Your Estimate is $$$," "We finished your repair," "We are prepping shipment," "Your tracking number is xxx." No matter how great your cameras are, you will never be the heart of my working system if your support is lacking.
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I would love to have a long/fast lens like a 140 f/2 OIS (200mm f/2 equivalent) or a 200 f/2.8 OIS (300mm f/2.8 equivalent) for super compressed portraits/ big wedding and corporate venues, etc.
Travel to Italy: X100T or X-E2?
in Fuji X100VI / X100 / X100S / X100T / X100F / X100V / Fuji X70
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I would take both, just to have a backup camera. No need to use both at the same time though. I'm a big fan of the x100t with a WCL in my bag just in case I need to go wider for architecture.
In regard to being limited to 35mm focal length: you'll always miss shots by being limited. But you'll also create shots you'll work to find and have fun doing it.
Traveling with one camera and one focal length is rejuvenating.