How to file a bug report/feature request with Fuji?

[jongrall]

I've been using Fuji X-series cameras for a few years now, and have owned several of them.

I would like to know how to report a camera firmware bug with Fuji, and also how to submit firmware feature requests so that it reaches the right people in the US or Japan. Does anyone know how I can do this?

So far I've tried submitting via the official contact form here: https://www.fujifilmusa.com/support/ServiceSupportContactForm.do?catid=464128&prodcat=234644

However, that just resulted in a generic "please call this phone number" response. I called the number they recommended, and got passed to Fujifilm Corporate in Valhalla, NY, where my inquiry dead-ended since I don't know who to ask for in their phone system. Ideally, this would be sent via email anyway.

I must say, for a company that prides itself on continuously improving its firmware, I find it a little surprising that Fuji doesn't seem to make it easy for users to report bugs and send feedback on their products.

Does anyone know how to get in touch with Fuji? Furthermore, once we have this information, perhaps it would be a good idea for this community to post a pinned discussion on how to contact the company with bugs and feature suggestions?

[Doug Pardee]

1 hour ago, jongrall said:

I must say, for a company that prides itself on continuously improving its firmware, I find it a little surprising that Fuji doesn't seem to make it easy for users to report bugs and send feedback on their products.

Fujifilm's improvement process for the X system is driven by its circle of X Photographers. They're not looking for input from random people on the Internet.

As for bugs, your best bet is to send the camera to Fuji repair. It obviously wouldn't get fixed, but the repair center might verify the presence of the issue and tell you if it's being worked on, or if it's a previously unnoticed problem, they might report it internally.

[Johnny English]

On 8/19/2019 at 9:36 PM, Doug Pardee said:

Fujifilm's improvement process for the X system is driven by its circle of X Photographers. They're not looking for input from random people on the Internet.

As for bugs, your best bet is to send the camera to Fuji repair. It obviously wouldn't get fixed, but the repair center might verify the presence of the issue and tell you if it's being worked on, or if it's a previously unnoticed problem, they might report it internally.

Sorry but this sounds a bit elitist, even Apple the company famous for not asking users opinions provides a place where you can submit your issues. 

I think there are quite a few areas that can be improved and companies like Fuji better keeps their ears on the ground, sometimes the best ideas come from 'random users' :)

[Trung]

I'm trying report an issue as well. For my experience there is no internal report bug process.

I got a hanging issue that obvious a firmware issue. I've sent several email to them with a video link but no single reply, instead they ask me to bring my camera to their repair office. They tested my camera with no issue ( with their internal test device i guess). Then they downgrade my firmware with hope that it'll fix the issue. I ask them if i found that previous firmware fix my issue, will they report to fuji to fix the firmware. They said no, just that's it.

So if you have firmware issue, ask them to downgrade it for you, don't do it yourself by their advice or sit tight and finger cross that they will found the issue themselves cause they wont listen you anyway. 

 

 

[DonmikoF55]

I think they should have contact details for feedback. I have my own company and in it we pay a lot of attention to communicating with customers. For more than two years we have been using VoIP telephony and this is the most convenient thing we have ever worked with. it is easily implemented, scales quickly and works without tying wires to the iron box of the PBX. It works wherever there is an Internet connection and a device that can make and receive calls. I think they could use it too

Edited September 1, 2022 by DonmikoF55