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Fuji Photo Film USA / They don't give a damn and have no intention of solving your problems!

1 United States Review updated:

Fuji photographic equipment repair.

Fujifilm Factory Service Center:
Fuji Photo Film USA, Inc.
1100 King George Post Rd.
Edison NJ 08837
www.fujifilm.com

Our post owns at least 5 Fuji PG Pictrography photo printers, plus numerous other pieces of Fuji camera equipment, so we thought that we'd get fairly good service when needed.

Everytime I call Fujifilm Factory Service Center, I am run through a maze of people, each of whom I have to repeat my customer number, my FIN (Fuji Identification Number), which they can never find, until I finally reach someone who tells me that he'll have someone call me!! As horrible as this is, every time without fail, I have been put on hold for over an hour, then transferred, and ... Hung up on!!

Well finally the technician calls and offers a solution, put electrical tape over the broken part. We'll his solution works just long enough for him to hang up. The saga repeats itself until another technician calls and promises to have someone else call and schedule a repair technician to come out.

Two days later, a fella calls, asks all the same questions and says he'll have someone call. The gods strike, I'm sick and the repair tech comes out. Does he fix the problem NO. He changes a fuse, doesn't hook up the machine to a computer and make a few prints. Doesn't fix the latch which holds a door closed, (apparently he thinks my masking tape is factory installed) doesn't fix the broken receiver lying on the floor. And of course doesn't fix the broken water sensor.

I call back the day I return to work and find nothing fixed, just fuses changed. Sorry the tickets closed, you have to start all over. The h*%^& I will. Get me the district manager. We'll transfer you. I get hung up on. Call again, start over, leave a message with the district manager, who hasn't called back.

At $125.00 you'd think it would be worth their while to try and be helpful. They never are and everyone I've spoken with about Fuji's repair service says the same thing. You can count on being frustrated, angered and finally just giving up.

Perhaps that's why in the 6 years I've worked here, only one printer has ever been kept up and running and why any accessories, like the network adapter at $1000 has never worked.

Go to Fujifilmusa.com website. Look for the contact information. They don't leave an email address because they don't give a damn and have no intention of solving your problems!

Thank you Fuji for helping me find the end of my rope.

Sean Brennan

Va
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Comments

  • Da
      21st of Feb, 2008
    0 Votes

    Ok, Fuji said it be two to three weeks to get the parts needed.

    Sorry again for the delay!!
    Isaac

    Hello, we ordered the parts from our Fuji parts dept. in Edison N.J., but the parts needed are back ordered from Japan. We will see if we can get a estimated time to receive the parts from Japan, and update you by email. Parts orders from Japan arrive about every two or three weeks.

    We truly apologize for the delay. As for payment, all repairs are prepaid so equipment can be shipped back to you as soon as repairs are completed.

    Isaac


    At 09:15 PM 2/5/2008, you wrote:
    >Dear Service Dept.
    >
    >I sent my camera in to be fixed/24/08 I received a estimated charge
    >form back from you and signed it and my account was charged 164.00 and
    >to this date I have not received my camera back? Please let me know
    >what's going on with my camera and why I was charged the amount and
    >still have not received my camera back from your service dept or even a
    >phone call back that I put into your rep? (561)
    >272-9681 Two weeks ago.
    >
    >
    >Thank You David Lee Cerra
    >6346 Calle Altamira
    >Pleasanton, Ca 94566
    >(925) 600-9517 Home Phone
    >(408) 534-5713 Work
    >(408) 219-7445 Cell
    >

    **************************************************************
    Southern Photo Technical Service
    37 N.E 167th Street
    N. Miami Beach, Florida 33162

    Voice: (305) 653-7355
    Fax: (305) 653-7356

    www.sp-ts.com
    service@sp-ts.com

    **************************************************************
    Hello, we ordered the parts from our Fuji parts dept. in Edison N.J., but the parts needed are back ordered from Japan. We will see if we can get a estimated time to receive the parts from Japan, and update you by email. Parts orders from Japan arrive about every two or three weeks.

    We truly apologize for the delay. As for payment, all repairs are prepaid so equipment can be shipped back to you as soon as repairs are completed.

    Isaac


    At 09:15 PM 2/5/2008, you wrote:
    >Dear Service Dept.
    >
    >I sent my camera in to be fixed/24/08 I received a estimated charge
    >form back from you and signed it and my account was charged 164.00 and
    >to this date I have not received my camera back? Please let me know
    >what's going on with my camera and why I was charged the amount and
    >still have not received my camera back from your service dept or even a
    >phone call back that I put into your rep? (561)
    >272-9681 Two weeks ago.
    >
    >
    >Thank You David Lee Cerra
    >6346 Calle Altamira
    >Pleasanton, Ca 94566
    >(925) 600-9517 Home Phone
    >(408) 534-5713 Work
    >(408) 219-7445 Cell
    >

    **************************************************************
    Southern Photo Technical Service
    37 N.E 167th Street
    N. Miami Beach, Florida 33162

    Voice: (305) 653-7355
    Fax: (305) 653-7356

    www.sp-ts.com
    service@sp-ts.com

    **************************************************************

    Isaac Hadid

    I called now for the 2nd time after receiving a call from Carol on my cell phone and voice mail and my home voice mail Thursday 2/14/08 stating that my camera was fixed and there shipping it out that same day. I have called Carol for the first on Sunday and asked her to call me back that I was going to be home until Tuesday and wanted to know how they shipped my camera and when could I expect it or e-mail me the information.

    I still don't have my camera and have not had a response back from Carol. I left a message tonight on there business phone for the second time stating if I don't hear back from anyone, I will follow though to the appropriate agency's in your county.

    This is not the way Fuji should do Business, you had my credit card number and there should of been no reason to charge my account before my camera was fixed or shipped back to me.

    I see no where in Fuji's Service repair information that Is the customary way you do business. I even tried track the information about my camera on your website with the Id Number it rejects it and states its not a valid number.

    I understand there is always some bit of a delay shipping things out but it only took you three days to get my camera by regular mail. Why is it taking you that long to ship it back to me? This camera cost me $999.00 when I bought it and on top of the $168.00 you charged me to fix it. So you see I'm very concerned this is not a scam or a fraud on the consumer.

    Please respond ASAP once again my home phone Is (925) 600-9517 Cell (408) 219-7445 work (408)534-5713

    David Lee Cerra




    -----Original Message-----
    From: Isaac Hadid [mailto:service@sp-ts.com]
    Sent: Wednesday, February 06, 2008 5:32 AM
    To: David Lee Cherre-Cerra
    Subject: Re: My Camera Customer ID_2522775

    Hello, we ordered the parts from our Fuji parts dept. in Edison N.J., but the parts needed are back ordered from Japan. We will see if we can get a estimated time to receive the parts from Japan, and update you by email. Parts orders from Japan arrive about every two or three weeks.

    We truly apologize for the delay. As for payment, all repairs are prepaid so equipment can be shipped back to you as soon as repairs are completed.

    Isaac


    At 09:15 PM 2/5/2008, you wrote:
    >Dear Service Dept.
    >
    >I sent my camera in to be fixed 12/13/07 I received a estimated charge
    >form back from you and signed it and my account was charged 164.00 and
    >to this date I have not received my camera back? Please let me know
    >what's going on with my camera and why I was charged the amount and
    >still have not received my camera back from your service dept or even a
    >phone call back that I put into your rep? (561)
    >272-9681 Two weeks ago.
    >
    >
    >Thank You David Lee Cerra
    >6346 Calle Altamira
    >Pleasanton, Ca 94566
    >(925) 600-9517 Home Phone
    >(408) 534-5713 Work
    >(408) 219-7445 Cell
    >

    **************************************************************
    Southern Photo Technical Service
    37 N.E 167th Street
    N. Miami Beach, Florida 33162

    Voice: (305) 653-7355
    Fax: (305) 653-7356

    www.sp-ts.com
    service@sp-ts.com

    **************************************************************

  • Is
      27th of Mar, 2008
    0 Votes

    To all camera repair customers in the USA. Camera manufacturers are producing 10 to 40 new products a year in an effort to gain market share and survive the digital market place. Spare parts for repairs from manufacturing plants are not arriving timely to fullfill the repair needs in the USA. Back -orders on spare parts supplies are common with ALL CAMERA MANUFACTURERS. Canon, Nikon, Fuji, Olympus, Kodak, Sony, Casio and many more have spare part supply problems from suppliers and it is the service centers and customers that suffer from these spare parts delays. If the camera manufacturer that sells the camera does not have the spare parts needed to complete a repair, it is not the servicers fault. These spare parts issues occur on "top of the line professional cameras as well as consumer point and shoots. Delays can be days or months. The camera manufacturers cannot afford to replace all of cameras in need of back-ordered spare parts, so we all must wait. Todays camera owners veiw their camera as a personal item, like a cell phone and speedy repairs are demanded by the customer and that's expected. The servicers can only repair cameras when spare parts needed are readily available. Please be patient, all repair shops want to repair your product. We are all victims of the spare parts shortage! I hope that this will help all customers understand what is happening in the camera repair industry. No, this is not the way things should be, but these part shortages are what we deal with daily in the digital camera repair industry.

    Isaac Hadid
    26 year repair technician

  • Le
      2nd of Apr, 2008
    0 Votes

    I am on the phone with a rep now, and getting the run around. Now this is idiot is telling me that i dindn't pay what i paid.

  • Ca
      1st of May, 2008
    0 Votes

    THIS SHOULD BE ERASED, THE MATTER IS CLOSED AND MR.
    C SHOULD NOT BE SENDING PERSONAL EMAILS AND SHOWING THEM ON LINE.

    HOW DO WE FIX CAMERAS IN A TIMELY MATTER, IF FUJI
    CANNOT SUPPLY THE PARTS IN A TIMELY MATTER.

    SOMETIMES, THE LITTLE GUY LOOKS BAD BECAUSE OF THE
    BIG GUY. GET IT.

  • Ni
      17th of Oct, 2008
    0 Votes

    I am wrestling today with part of the Fuji monster. I bought a 50-disk DVD+R spindle. I've use half of it and 3 disks have already proved to be defective. Fuji's customer service solution is not simply to send me a coupon so I can quickly replace the disks; that would be too easy. They will send a pick-up tag, I will return the disks, they will "test" them, and then maybe send me a replacement spindle. Shoot, the shipping will cost them more than it probably costs to manufacture the 50 disks!

    Some years back I made the huge mistake of buying a Fuji digicam. It had problems that required that I made probably 25 calls to get resolved.

    When I try calling the corporate number in Edison, NJ, I have to listen to a list of options and then an instruction to wait if I want to talk to a receptionist. Moments later I hear that the receptionist option is invalid. Same thing happens when I press "0". Fuji has been and remains a consumer nightmare.

  • Ll
      10th of Nov, 2011
    0 Votes

    i have been doing business with Southern Photo Technical Service for many many years. They have always given me honest service with the highest of integrity. You can even see by the response to the complaints that sometimes they must wait for support from the factory that initially built your camera.

    lloyd Goradesky - www.LloydSite.com

  • Ll
      10th of Nov, 2011
    0 Votes

    I have been doing business with Southern Photo Technical Service for many many years. Their service always comes with the highest integrity at the best price. They are always honest and accurate. Sometimes they have to rely on the support of the initial factory that built your camera.

    I would be out of business if it wasnt for Isaac's personal effort to make certain my equipment was callibrated and clean. THank you to Southern Photo Technical Service!

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