FUJIFILM UK 

I bought a Fuji lens new about five years ago. I have used it now and again and only for personal pictures. It was very disappointing when it suddenly stopped working and I had to decide whether to scrap it or have it repaired. For only £90, including postage to and from Fuji, it was repaired with a new lens motor and is now as good as new with a 12 month guarantee. It took about one week. Fuji send you a pre-paid special delivery box and send it back by courier. Overall-excellent service and saved the cost of a new lens.

I had to return my GFX32-64 zoom lens to Fujifilm UK for repair. Overall it was really poor as they charged me for the repair and it came back with the same fault it went in with. So I returned it to them again and (hopefully) they have repaired it but it came back to me in a DPD bag with a mid-sized cardboard box and the lens in it with no packing whatsoever - no bubble-wrap or foam or peanuts! I am flabbergasted that a supposedly world-class camera company would treat a customers's expensive lens so carelessly. The only good part of this Fuji experience is Albert who is very helpful and shepherded the repair through the second time.

Ordered a refurbished camera, was perfect condition, exactly as advertised and arrived really quickly.

Absolutely terrible experience with the Fujifilm Refurbished store. Items are supposed to be supplied with all components which you would get if buying new. I bought an expensive camera but it came without the battery or charging cable. Customer Services refused to let me speak to the online store, only providing me with an email address. They also told me that no one would reply to me for another 5 days. This was a normal working day I reported the problem too. By the time I get this resolved it will be about three weeks since they took the money form my account. Definitely think twice before buying from them. They take your money then make no effort to fix their mistakes. I spent £700 on a camera and I've not been able to use it yet.

Amazing service! Got all my camera fixed and clean and very easy process!

Possibly the best customer service I ever had. I love my Fuji xh1. I take it everywhere. It’s been through all kinds of weather, dropped, banged... you name it. Never had a problem with it until after a couple of years of heavy, heavy use, the usb port went a bit rusty, some of the dials were sticking, it developed a focusing issue in manual focus (all of which i could live with) and then finally the shutter stopped working. I had no gripes about this - it had basically been abused daily for years. I need the camera for work so I was desperate to get it fixed. Anyway, I wasn’t disappointed. After paying the very reasonable repair fee, Fuji sent me a prepaid postage box, I popped the camera in and sent it. They sent me an email to say it had been received, then within 24 hours I got a second email to say it had already been repaired and despatched back to me. They basically just sent me a new camera. It doesn’t have a mark on it and everything works perfectly, and the whole camera is guaranteed now for another 12 months. The service, communication and value really is exceptional. I now love Fujifilm service just as much as I love my camera.

Messed me about with their free trial of a GFX-100. I am a Sony user and have been for 4 years but was very tempted by the GFX-100 to switch to Fujifilm. I am not going to spend £15k on a body and lens unless I can try it properly, so I jumped at the offer they put in place with hireacamera for a free trial loan for 48 hours. I selected my hire dates, and was asked for a hefty £7000 deposit... but thought to be fair a £10,000 body and lenses would cost them that at trade price to cover... I checked their terms which stated the £7000 would be taken 7 days before the rental date, and I timed this with my credit card statement date. Went through the whole process and placed my order. Only to see they had immediately taken over £7000 from my card 2 weeks before the rental date. This would mean I would carry a £7000 balance on my credit card over my statement date, and incur me either over paying my card to not be charged interest, and then trying to get the £7000 back from my card company... anyway to cut a long story short they did not do what they said they would do and if I had not noticed it would have cost me around £200 in interest on my card......

Not to be put off, as I was determined to try and hopefully buy a GFX-100... I tried again, only to be told this time, that I needed to give them a £7000 deposit AND show them insurance to cover another £11,000.... or £13,000 depending on what lenses I had with it... when I asked to confirm this was correct they stopped emailing me back... so to recap:

Didn't do what they said they would. Made it the most painful procedure you can imagine... and taught me that even if the GFX-100 seems amazing, Fujifilm and Hireacamera are 2 companies that are just not worth the hassle dealing with.

I'm beginning to lose faith in Fujifilm!
I have a number of their excellent cameras and lenses but - like many others on this forum and elsewhere - I'm getting really annoyed with their so-called cashback offers and the claim process.
I purchased a new XF10-24mm lens from Wex Photo Video in July 2020. Fujifilm are offering a sizeable cashback for this lens in their Summer 2020 Promotion - which was an influencing factor in this purchase.
The cashback process appears to involve a website called Fujifilm-Connect - to which there are links from Fujifilm UK/Europe's own website. Connect is one of the slowest, clunkiest and most user unfriendly online processes I've come across. Besides a number of almost hidden mandatory questions, once the whole form has finally been completed without error (at least 3 attempts to get this right) the 'SEND' button does not respond when clicked on. There's no way of knowing if the form has actually been sent to Fujifilm. In the form there's a box to tick if you want SMS messages sent to inform you of the claim progress. I've received nothing in the last 2 weeks. I've contacted 'fujifilm@promotion-support' regarding my concerns but heard nothing back (except an automated reply acknowledging receipt of my email).
I've also been in touch with the retailer and am still waiting for their reply.
I believe there's a disconnect in the Fujifilm system. They manufacture some of the best gear available, but the cashback promotion process is CRAP and I'd almost go so far as to say it's a con trick.
My advice to prospective purchasers of Fujifilm gear qualifying for cashback this Summer is to expect to pay the full price. Full stop. Either that or try another manufacturer if you're not already in the Fujifilm system.
I'm very disappointed that Fujifilm still hasn't got round to fixing this cashback claim issue, which appears to have been ongoing for at least 2 years - now that I've dug deeper into the problem. GET YOUR ACT TOGETHER, FUJIFILM!

Absolutely fantastic service from the refurb store UK. I ordered a 16-55 on Friday morning, and it was delivered on the next day (Saturday). Unbelivable, considering the situation we are all in at the moment.
Top service, top people, top casystem.

Me and my two friends bought Fujifilm X-T3 with a £180 cashback winter promotion. I reported it on 13/01/2020 No response after e-mailing them and no cash-back after many weeks... this is just not good enough Fuji!
My advice to anyone who contemplate buying Fujifilm gear and taking into account the cashback offer - which is, after all, part of a legal contract with Messrs Fujifilm - to forget it and perhaps consider Sony or even the latest mirrorless offerings from Nikon or Canon.
Their approach is unacceptable !!!

I became Fuji client and invest already about ~ £ 8,000 so far in fuji camera, lenses and more, all for having some family fun around the world... however I'm very disappointed about Fuji services. I bought new gear from them and fill up the form for claiming back some hundreds pounds etc. After this, as I had to travel abroad on different continents and didn't check on time the email I received from them in regards to re-send the card bank details, as the one I sent doesn't match and is not correct! This is extremely annoying, frustrating and luck of their professional work as I HAVE JUST ONE BANK CARD that I'm using! It couldn't be wrong at all as I didn't change recently and my name is still the same! They didn't try to contact me as a second chance or even call me as they don't care about their customers. Is not the same with Nikon, Sony ... I'm Director and businessman and I know exactly what means respect and consider your client in the right way. Is not about money value here [few hundreds is almost nothing by the end] but thrust, fuji no thrust anymore. Fuji customer services and their "bureaucracy" are ridiculous, they do cowboy job it seems. Bye Bye Fuji !! It seems you do deliberate this to many others ... I heard that more and more people complaining against FUJI. Shame on you Fuji! Disrespect, totally disrespect!

Me and my two friends bought Fujifilm X-T3 with a £180 cashback winter promotion. I reported it on 13/01/2020 No response after e-mailing them and no cash-back after many weeks... this is just not good enough Fuji!
My advice to anyone who contemplate buying Fujifilm gear and taking into account the cashback offer - which is, after all, part of a legal contract with Messrs Fujifilm - to forget it and perhaps consider Sony or even the latest mirrorless offerings from Nikon or Canon.
Their approach is unacceptable !!!

Fujifilm X-T2 with 18-55mm lens Refurbished They state on the web site that items may have cosmetic marks, what they dont mention is that items may have been dropped. On opening the Box I was greeted by a Body that had a paint missing from the top not a deal breaker as this could have been touched up, however the Lens had clearly been dropped and was full of dark dust particles. The Cover was missing from the bottom of the Body and one of the Triangular Strap Connectors was missing. They offered to send the missing items and a partial refund of £25 I choose to return for a full refund. I was absolutely disgusted by what I received and the £25 partial refund was a joke. Never again will I purchase a Fujifilm Refurbished Product. I was refunded straight away hence the 1 star

Me and my two friends bought Fujifilm X-T3 with a £180 cashback winter promotion. I reported it on 13/01/2020 No response after e-mailing them and no cash-back after many weeks... this is just not good enough Fuji!
My advice to anyone who contemplate buying Fujifilm gear and taking into account the cashback offer - which is, after all, part of a legal contract with Messrs Fujifilm - to forget it and perhaps consider Sony or even the latest mirrorless offerings from Nikon or Canon.
Their approach is unacceptable !!!

Great products backed by truly world class UK support & servicing. Recent camera repair was completed in astonishingly quick timeframe. Received notifications throughout the process and the camera was returned in pristine condition via 1hr slot courier only 1 week later! Wouldn’t hesitate to recommend Fujifilm products to either amateurs or professionals. Amazingly efficient service!

Fuji are one of the best companies out there for customer service and warranty repairs. I am a professional photographer and have used Fuji cameras extensively for the past 4 years. In that time there have been inevitable breakdowns, but Fuji have always repaired and returned my gear within 4 days of my requesting service. The customer care team are always friendly and very helpful and will do anything to solve whatever Fuji problem gets thrown at them. We need more companies like this one in the world.

I bought an xt20 via Clifton cameras and got my cashback fairly easily. Their website to claim is not very user friendly. However ringing up the Fujifilm claims and cashback department to stake my claim was especially helpful. I think Colin is the person who dealt with me.

After a few months, I then accidentally dropped the top of my xt20 into a rock pool and I thought it was a gonner.. but their repair charged me their standard £130 and replaced the complete top unit with ESV and camera works fine and gave me a 12 months new warranty on the body. Extremely pleased it works like new. Very easy to track their repair process and thanks to Colin.

I have tried to seek assistance from Fuji regarding a problem with my Finepix SL240 without success by telephone ,several e-mails and lastly by letter to The Customer Services Manager on 15th December 2018. No reply!
This is my 3rd Fuji product buy It will be last. Customer service to me is non existent! It is not surprising that companies lose sales

This company are currently advertising "cash back" promotions on their photographic gear through participating UK dealers. I purchased a quantity of gear and I am owed £230 as part of the terms of my purchase. However, it is very hard to make a claim because it has to be done online through a website run by a third party. The website requires you to give personal and bank details. However, the website produces warnings that it is not safe or trusted with most computer security software so you have to be willing to disable all security software and browser security to use it. Also, after making a claim there is no response from the company administering it. I have not received any money or even acknowledgement of my claim for cash back a month after purchase.

I love fujifilm I own a few of their cameras and lenses and they are brilliant and I have had fujjifilm cameras since 2005 and they work great and customer service is fantastic.
I am a fanboy of Fujifilm and will always purchase their tech goods they make good reliable products and offer good advice via their website and through their social media sites to keep customers updated on their firmware releases and new products and are they really care about all their customers.