FUJIFILM UK 

My camera recently developed an unexpected issue during normal use. This issue meant the camera would not switch on at all.

Technical support over the phone was able to answer my questions regarding warranty validity (as the camera was purchased while living overseas) and provide actionable step to check for a possible solution before resorting to sending the camera for service.

Fortunately, this led to the discovery of the issue and my camera is now working again without needing to be sent away for service.

I ought to be providing two reviews.

The first would be for the quality, convenience and speed of service that Fujifilm provided to collect my damaged X100 V: this service was absolutely exemplary and I was not charged for any of the pick-up or delivery activities. Other organisations could learn a lot from Fujifilm's level of customer service. A full 5 stars guys.

The second review is for the camera - and, to some extent, the response of the engineering department that looked at my damaged camera - and judged it unserviceable.

The camera is sold on the basis that (with an extra component that I bought and fitted to the camera) it is weather proof. This does not mean waterproof - we all understand this - you cannot drop it into a lake, but it should mean that rain does not get into the camera.

I got caught in moderately heavy rain in Wales. The camera was in a coat pocket but also in use as the rain eased somewhat.

I think that some rain water got into the camera via the battery compartment when the camera was upside down in my pocket - but it was NOT submerged in water (just a few drops). The camera top surfaces were exposed to light rain (not a heavy downpour) when in use.

However it happened, water got into the camera and it stopped working.

The response from the repair team was that 'corrosion had impacted all main components'. How? Given that I got the camera to Fujifilm within days of the damage, how had 'corrosion' taken place. How does a weather sealed camera - used by many photographers for street work - get so damaged that 'corrosion' impacts all main components.

Bottom line: some rain resulted in the complete failure of the camera and it was judged by Fujifilm as being 'beyond economical repair'. And that was it! No explanation as to how a weather sealed camera failed due to rain and I am left with a £1400 paperweight.

Five stars for the service.

Two stars for communication/explanation. At very least, I would have expected Fujifilm to have asked me what the weather was like because their 'weather sealed' camera failed in poor weather. Fujifilm seemingly happy to make claims - but reluctant to follow-up when product does not meet those marketing claims (and they sell an extra bit to weather seal the camera)

One star for the camera. Whilst the X100 V is absolutely wonderful and, for me, has generated incredible images, there are other products out there that do not fail when exposed to rain and do not masquerade as being usable in UK weather conditions.

Reviews of the camera are always good: it is a stunning piece of kit. But, buyer beware, my experience showed it to be a bit of a delicate creature when you step away all the hype.

I wanted to say thank you to Albert from the (Imaging Solutions Division) who resolve my case so admirably.
I needed the cover for the base of the X-H1 camera but i have find the cover nowhere, so he help me to get some in replacement.
Thank you to Albert and all the UK FUJI team.

Best regards

Sent my x100v off for repair, Colin couldn’t have been more helpful, & I would just like to thank the whole repair centre for a very quick & efficient job.

What a difference a good and dedicated employee makes! Albert's dedication clearly speaks volumes. Thank you for not only solving my problems, but for going the extra mile to do so. Fujifilm, you've got a keeper in Albert!

Zoom ring rubber grip had worn and come loose on my 16-55 f2.8 lens, making it a pain to use. Albert sent me a replacement at no charge. All good now, a very happy customer here.

Great service from Albert at Fujifilm. We had lost the screws to which the tripod fixes and he was most courteous and replaced them. Great service; thank you Albert.

Quick to reply, helpful, great service. Despite me having an awkward request, they found a compromise, then exceeded my expectations. Impressive.

Needed to register my camera/lens and I wasn’t able to do through the website. Email FujiFilm customer support and they answered me and helped me register the camera. Very happy with their customer support!

Thank you to ALBERT! He was was amazing!
He took the time to address my concerns, went out of his way to accommodate my replacement camera and ensures that excellent customer service and care was taken. Albert is a true credit to your company and is probably the only reason I would contemplate purchasing another camera from the firm as disappointingly about 4 have broken so far, but with customer service like that, it makes up for it.

Many thanks

Lost my camera lens ring and they sent one to me for free :)

Shoutout to Albert for helping ship it out.

I've dealt with Fuji UK a few times over the past couple of years and always found them to be helpful and quick to respond politely to my emails. With a particularly awkward camera problem I had recently, they didn't give up until they found a solution, even though it took a few weeks of investigation. Fuji UK is a company that cares about its customers and I would recommend them.

I cant say how impressed I am with the Fuji technical and service department. Earlier this year I dropped my 18mm lens which then need returning to Fuji for repair. Their turnaround time is simply breath-taking.
More recently I had an unusual issue with the menu on my X-T2. No amount of Googling or hunting around social media could turn up a fix, so I emailed Fuji Tech support with a description and photo of the problem. With in a couple of day they were back to me with a fix for the issue
Great work Fuji

I've found that Fujifilm's customer support has been tricky. I've tried in person retail and other avenues. BUT I finally managed to get my issue resolved by Albert at tech support. He has been so helpful with any questions I have, he even followed up with phone calls.
Also, when I lost my camera's weather sealed protective covers he sourced them & sent me x2 free of charge.

I personally think we need more people like Albert working at Fujifilm, pro photography is pretty nuanced and having someone that has empathy towards the little things drives huge confidence should big problems occur.

I contacted Fuji because I had lost the hot shoe cover from my X-T4. They very kindly posted me a replacement free of charge.

I lost the bezel from my X100 lens and after a quick email to Fuji support they are shipping a replacement free of charge. Can't ask for more than that. Thanks to Albert in their support team.

I purchased a fujifilm instax camera about two years ago now, and have already had a replacement. The replacement often does not work despite having new batteries (it just has a red flashing light) and doesn’t register having new film. The film is expensive and often the pictures come out completely black. I have honestly wasted hundreds on film. It’s a shame because I love the idea of the camera, but the execution is not good enough.

I have received absolutely outstanding service from Fuji. Purchased an Instax Mini 90 a few years ago for my child and they lost the battery cover. After months of searching, Albert in the customer team was able to personally source and send a replacement to me free of charge. This made my young son very happy that he now has his camera back!

The thumb grip of my fujifilm xt20 detached and I lost it. I've contacted fujifilm and they immediately sent me the replacement for free!

Great customer service, as usual!

Extremely helpful and responsive, solved an issue for me with really quick resolution and no hassle at all. Highly recommended.