FUJIFILM UK 

My Fuji camera was faulty Ann’s after questioning their initial response of sorry but can’t help a young man called Albert sent me a replacement camera. Very pleased as I had done nothing wrong to cause the problem
Thanks Albert

Fast response to an e-mail I sent about tethering with the newer range of cameras and the replies were extremely prompt and helpful, Fuji back up their camera and lens systems with excellent support.

I emailed customer service after scouring online to try and find a replacement back for my instax mini 11 after the back door clip broke and the film couldn't stay in. After no luck I emailed customer service and to my pleasant surprise, they found the right part, in the right colour and dispatched it to me at home with it arriving in just a few days from me sending my first email. All for free. I was incredibly impressed and my camera is now back to perfect condition. Thank you Albert at customer service for such great customer support.

My 2nd hand xf 100-400mm lens got pretty badly damaged on a flight. Got in touch with Fuji UK to arrange a repair, had a slight issue with booking it in on the website but the customer service was excellent & explained how to bypass the booking in issue. Sent me prepaid packaging to get the lens to them. Quickly got an update, cost me £170 for 2 repairs & a replacement part, lens back within a week looking good as new. Extremely happy with the service & cost, saved me a lot of money as I was expecting to have to replace the whole lens.

From reading the recent reviews Albert is the man! great support from Fujifilm. The rubber thumb rest of XT20 camera cameoff while on a hike. Albert sourced one and shipped free of charge. top marks.

Albert from Fujuifilm repair Uk was very helpfull with my x100v. Fantastic first class service.

Albert at Fuji UK went above and beyond to help me out. We lost the battery cover to my child's camera during the move and he sourced a replacement and sent it to us free of charge. Fantastic customer service from Albert, thanks again!

My beloved X-S10 shutter died while under 1 year old. I was due to go on holiday 2 weeks later and panic set in. I contacted Fuji UK and Albert was quite sure I’d get my camera back in time.
Fuji sent a box and I sent my camera straight back.
It arrived back to Fuji the next day, and I got an email back saying so.
I was going to buy a second hand camera as a just in case, but I rang Fuji to be told my camera was fixed and going to be sent out.
It didn’t arrive, I contacted Fuji and my camera wasn’t despatched.
As my camera was supposed to be returned to my work address, and I was going on holiday in the Lake District, I thought I would change the delivery address to a location in the Lakes.
My wife rang Fuji with an updated address for Fuji to despatch too, but this was ignored and sent to my work address.
I had to get my work to forward the parcel on.
So, in short. An excellent repair service on my camera. Gutted it broke, not sure I want to jump to another manufacturer as this is the first camera I’ve had that’s broken, especially when less than a year old.
The rest of the customer experience was poor. 5 star on repair 2 star on customer experience.

Recently, I "misplaced" the front lens ring on my Fujifilm X100F. I couldn't find any retailers offering replacements, so I contacted Fujifilm UK and asked the question. A few days later, I received an email from a gentleman called Albert. He had sourced one for me and sent it FOC.
Despite making amazing cameras, Fuji used to have a poor record for customer care. From my recent experience, it seems they have addressed this issue, and I can't fault the service I received. Thank you Albert!

The UK Fujifilm team repaired my camera, helping me get the warranty coverage (Amazon purchases have 2 years rather than the default 1!) and they managed to turn the camera around in a couple of days which allowed me to take it on an unforgettable holiday. The service was clean and easy with prepaid packaging sent to my address, and updates at every stage of the process. All of this was for a "pro-sumer" grade camera (X-T200), not even their top-of-the-line professional gear. I couldn't be more grateful, thank you!

4 month ago I made a tiny scratch on my X-Pro3 on a wall, on the side of the camera, it never fellt, always maintained with extreme care, it was just a super soft scratch on a rough wall. After 3 month the camera started to have the (super common) shutter issue, while pressing the shutter the camera doesn’t shoot or shoot a bit late. It’s impossible that the two events are linked.

I took the camera for repair and after 1 month they told me that the damage was done by me (IMPOSSIBLE) and that it is not covered by the warranty. So I have to pay 280€!!

After the amount of money given to this company and this kind of treatment, I will share with everyone my disappointment to Fujifilm, that provide this (to me) unfair service. What a disappointment.

REPLY: I’m referring to the Italian service, that it doesn’t exist because my camera has been sent in UK or in Portugal. In any case, this account is called “Fujifilm Europe”, so I’m totally correct.

UPDATE: The camera is back, I didn’t paid anything because Fujifilm changed mind and decided that the issue was under the warranty service.

So good news BUT, the sensor is extremely dirty. So now I have to pay for a sensor cleaning.

Bahhhh.. 🤷🏻‍♂️

The rubber focus ring on my 16-55 f2.8 was getting loose, I sent a quick email and a gent called Albert managed to source and ship a free replacement almost immediately. Superb service, really pleased.

I sent a camera back for service. They took 140£ when I submitted my request. They send you a package and you send it back with the camera. I chased them to get the package twice over 2 weeks, they told they sent it but got lost. When they actually sent it, I got a tracking email, how strange. They returned it to me fixed and guess what, the price I am paying is exactly 140! Parts 116.67 + 23.33 VAT. How convenient I don't have to pay more for a stuck button. They also fixed the grips, that is why we got to that price. I said I did not want them to be fixed, but apparently it's standard practice, and this is how a camera works well. UPDATE after response: so glad I paid 140£ for a stuck button, at least, for you, the process is quicker; we all know refunds take days to be created. Furthermore, finding other faults should lead to a better quality for the consumer and money for you, so win win?

My xt4 is dead after recent firmware update through mobile app, I have reported that fault on 24.09.21, and sent another email week or something later asking why I still didn’t get any response
I rang just now and got diverted to voice mail but no one was available to talk about it, very disappointed , last time when I got same fault with this camera I literally got respond within couple of hours,
Wha is going on ?!

I bought a Fuji Finepix HS50EXR some years ago, my second Fuji camera. It will be my last and I'm never buying nor recommending Fuji cameras ever again.
The body of the camera turned very sticky and slimey. I turned to Google for help and information on this only to discover the same problem has happened to lots of other customers Fuji camera bodies. A few suggested trying to clean it with Isopropyl which I attempted a small area to no avail. I then turned to Fuji for help who, after a couple of emails back and forth simply refused to do anything about it saying it was out of warranty. Totally unimpressed by their customer service for what was at the time an expensive camera. If that's the way they treat their customers, this customer is going elsewhere in future!

EDIT: And there you go, such a poor reply from Fuji making yet more poor excuses. They could offer some other form of compensation to all those with sticky cameras, such as a cleaning service, alternative products, monetary/voucher compensation but no - just brush us all off with lame excuses.

I sent the X-T4 for warranty repair. The process itself was super easy. And this is where the good ends. 4 weeks ago the status was changed to "sent to owner" and that's it. There is no camera. I have not received a tracking number. Nobody replies to my e-mails. If by some miracle the camera comes back to me, it will probably for sale. I don't want anything to do with this brand.

Good service and products - will use again

Fantastic products and service!
I can't fault Fujifilm - their products are second to none, the quality of the cameras are incredible. Always releasing new firmware so you never feel out of the loop. Customer service has sometimes been a little slow, but they always come back and solve any niggles / queries. Most importantly you always speak to a person in the UK (I think their head office is in Bedford?) rather than being passed to a call centre elsewhere.

while the products are great, the customer service is non existent. Have emailed three times through various contact sources about a technical issue and they haven't responded. Really thinking twice about purchasing more of their gear.
*Emailed main UK support email as below in your response.
UPDATE REPLY TO FUJI: as this was reviewed on 19th June and it is now 14th July this has been sorted through WEX who were very helpful in supplying a replacement lens. Fuji got back after I telephoned and left a message afew days later.

I have filled in an online form with Fujifilm asking if I could get a replacement printed manual for my Fujifilm X-T100, they didn’t even have the decency to reply to any of them. I won’t be buying anymore Fuji products, all the had to do was reply yes or no if it was yes then how much was it, too much trouble for them typical of a major manufacturer.