FUJIFILM UK 

Albert at Fujifilm UK tech support was super helpful in dealing with my request for a misplaced part on my camera, something I wasn’t sure would be available. He personally tracked down a replacement spare part and sent this to me at no cost in a quick timeframe. I was really impressed with the service provided! Thanks Fujifilm :)

I bought a Fujifilm 27mm f2.8 R WR lens recently, and it showed an intermittent fault, triggering an error message on my X-E4 camera. Looked up Fujifilm website and registered the lens for warranty repair. Postage paid packaging was sent (brilliant!), and I sent it off. Turnaround was fast, and all seems well.
Any manufactured goods have the potential to develop a fault missed by quality control, but it's the way a business handles them that is important. Fujifilm customer service was excellent in all departments in my case. Their photographic gear is great and service to match.
All deliveries and collections by DPD were also excellent.

Albert at Fujifilm sourced and sent, free of charge a contacts cover for my XT 3 camera. He also posted it to me via 1st class post. This was way beyond what I would normally expect. Superb service.

Any time I contact Fujifilm for a problem, I receive fantastic customer service. The latest issue they resolved related to a broken charger plug. They couldn't replace the product on this occasion, due to no longer stocking it. However, the representative (Albert) went out of his way to source a new one and has offered to send it to me free of charge. What a great service! Really appreciate it.

I bought a X-T5 direct from the website, over £2000 with the lens.
I cannot describe what a FPOS that thing has been.

It squeals and shuts off. Rotating it in my hands causes it to take a photo - yes, it will take photos on its own. Framing a shot for more than a few seconds causes it to lock up and go into some kind of weird, jerky slow motion.

This is from new.

Dealing with Fuji UK is beyond bad. Phoning means a diagnostic process of 'did you try switching off and on again'.
Dealing with them using email; better drink from the fountain of youth, they will never reply, or, if they do, you will be asked to repeat what you said two weeks ago.

Fujifilm don't have anything like customer care. It literally just doesn't exist. Before you buy from them, just go an take a look. It simply doesn't exist.

Go take a look, find 'customer services' or 'customer care'.

Can't find it?

Neither could I.

Now, take into account that ordering from them direct means they are taking an extra 40% over what a shop will charge you.

Edit:

Thank you for your reply.

What I mean is, the price is the same direct as from a shop, yet there is no dealer margin involved.

The dealer margin, what the shop makes, goes into customer service.

I felt that was lacking in my case and, the whole sorry chain of events would have been avoided if there was an effective communication channel.

Thanks for information about the power save. But, this just highlights the need for better communication.

I had lost the hot shoe covers for my two X-series cameras but thankfully Albert found some and put them in the post free of charge. Great service - much appreciated!

Lovely staff, very helpful. I drove a round trip of 8 hours to have a professional camera fixed while I waited, it was worth it. They have a cafe where I enjoyed a full cooked breakfast and coffee!

After a trip through numerous rain and cloud forests in Costa Rica, my 7 yr old XT2 developed a problem. Firing as soon as the shutter button was touched and draining the battery overnight. Fuji were simply brilliant, I received the return packaging from Fuji withing 2 days and sent the camera off via dpd. Fuji advised they received the camera on Friday. Monday afternoon I was advised the repair was complete and the camera was being returned, I had it back the following day! All working like new, the camera had been cleaned up and some areas of wear also touched up. In fact it looks like a new camera. The only downside is that my anticipated upgrade to an XT 5 will have to wait.

I've had a Fujifilm for 2 years now, really enjoying the camera. However one of the tripod mount screws went missing. Emailed Fujifilm and they had me a replacement out free of charge within a week. Awesome cameras and a great customer service.

Excellent service from Fujifilm UK. After years of trouble-free service from my Fujifilm camera, a couple of screws went missing. An email to Fujifilm was responded to within 18hrs and I was sent the missing parts free of charge. Thank you Fujifilm.

Over the last few years I have emailed Fuji’s Tech department with a query and always got a prompt and helpful reply. My experience with other makes is that this not usually the case, if they have an email at all. Just one reason why - despite a mistaken experiment with micro 4/3 - I have used their gear for a decade for both family fun and PR based pro work. And they can still find the time make the X Pro 3!

Instapix 11 shutter not working since jan 2nd. Several emails back and forth and still unresolved. Extremely poor customer service considering the camera is under warranty.

Second-hand Fuji T3, 4 years old. With camera Off, battery was running completely down, including loss of date, language etc, in 3 weeks. Running down to zero battery charge in 2 weeks.
Fuji replaced "main circuit".
Battery now at 79% after 4 weeks. Hurrah.
Also, modern miracle, Fuji twice answered the phone.

T3 owners please note. Use 126S battery not 126. And beware non-genuine batteries with copycat Fuji labelling sold on web.

Coloured horizontal bands appeared across images, possibly 1 in 50, but still worrying.
Fuji sent a padded box, clear instructions and the camera was back inside 8 days.

I would have liked to know what the problem was, what was replaced etc but no report or comment with the camera, and no reply to my email requesting clarification, hence 4 rather than 5 stars.

Still very pleased with the service.

Great experience! I have lost front trim ring for my x100
. Albert from fujifilm sourced it for me and posted free of charge. thanks again!

My Instax camera broke randomly and Argos refused to even look at it although the warranty had only just ran out. I contacted the Instax support centre and repairs and they were so lovely and I sent it off to be looked at. They actually ended up replacing it. Really quick service and great communication !

My X-T4’s viewfinder stopped working, could still use the LCD for video etc, but missed using it for photos using the viewfinder. At first thought this was going to be really expensive, turned out not so much. The camera was well out of warranty so checked out the pricing on the Fujifilm repair website, booked it in, got the DPD message saying the box would be delivered soon, arranged it to go to my local coop, picked it up, packed up the camera and sent off by dropping at my local post office.

Within a few days got the estimate which was the same as on he website which was for £180. They repaired the camera so everything works as it should, and basically got a brand new top plate which houses the viewfinder, so all the scrapes, dust ingress, fading and dings on the old one have gone, replaced with a brand new one (that now works). All the switches and especially the power button are tight and firm in use now, the rest of the body was in good condition so now it actually feels like a brand new camera all round.

Was kept informed throughout via emails and even text messages. All together I’m really happy with my first ever direct to manufacturer repair, the box they sent me had adjustable foam so I could ensure the camera was secure, the special delivery postage was also covered by them which is great as I had no need to stress about what level of posting I may have had to buy.

So it is true what people say, Fujifilm do seem to go that extra mile to do their best to look after their customers, even when it’s out of warranty.

I would recommend using their repair service without a doubt.

Poor repair service.

I sent my XF33 1.4 for repair on 12th Jan, it has been almost three weeks but they haven't fixed it. I have to chase them every day to get an update on the repair and the staff were never helpful. Now they're waiting for a part to arrive so they could fix it.

What makes me really angry is that the lens is still in its warranty period, but they refused to offer free repair because they found a mark of drop, which happened 7 months ago. The lens was functioning all normally after the drop so it's very unlikely to be the reason. However, they insisted the error of the lens is linked to the drop.
Just saw just another comment here, a barely new lens (same 33 1.4) having the same problem needs to have the same part replaced, I'm more confident about it having an actual quality issue.

The repair staff answering the phone were so unhelpful and even 'threaten' me that I need to pay for the unreasonable fixing fee asap otherwise other lenses that need the same part will get fixed in front of me and I need to wait way longer.

Danilo at the Covent Garden store is absolutely fantastic! I have dealt with him a few times. This time around I purchased a lens, as well as receiving good recommendations on other kit I wanted that is not produced by Fuji (i.e filters, etc.).

He is very knowledgeable and helpful, and a real credit to the Fuji experience. Thank you Danilo! 😊

As a separate review regarding Fuji repairs, I recently sent my X-T2 off for repair. They gave my camera a complete overhaul and had them back to me very swiftly. Great service at a competitive price point (especially considering all the work/repairs/replaced parts. I basically have a new camera!)

The plastic cover of my camera melted in the heat last year. I sent a photo of this small but essential item to Fuji technical depart and received a free replacement by return of post. Thank you Albert