I shipped my X-T4 off to Fujifilm North America by way of UPS on June 22nd and they received it on Friday, the 24th. On Tuesday, June 28th, I received an email that they “received it” into their system that day (even though they actually took delivery on Friday). Also in that email was language which said I could check on the camera’s repair status online with the provided URL or call an 800 number. Additionally, it stated average turnaround time was 10 days. Sounded reasonable.
That same day, June 28th, I used that URL to check online to see what information was available. The status of my X-T4 was listed as “shipping.” Wow! I thought to myself, “That was fast! They have already gone over it and are shipping it out!” The original email also said that when the camera was shipped I would receive another email with a FedEx tracking number. I waited and waited. I checked daily. No change to status. No notice that it had actually shipped. It was still listed as “Shipping” for the next several days. Hmmm? What gives? I then thought maybe ‘Shipping” is just a standard designation not really meaning the camera was actually “Shipping.” I had been hoping to see the status changed to “Shipped.”
After waiting almost a week and a half and seeing no change in the “Shipping” status I called them on Monday, July 11th and was told by “R” (I’m not going to mention actual names) it should have gone out, he didn’t know why it hadn’t gone out, but it would go out that evening. I asked “R” if the paperwork said what the tech did to it and his reply from reading the file was that the technician “tweaked the body and installed a firmware update.” I asked if any notation was made about the AF and he said there was no mention of that. Hmmm. Okay, it would go out that evening. Progress.
When I sent the camera to Fujifilm North America for repair I specifically included a detailed narrative on a separate piece of paper about the specific issue with the autofocus inconsistency. When “R” said there was nothing in the work sheet about that, I became a bit worried. Also, when I asked “R” if he were aware of AF issues, he said nothing. Just didn’t respond. I took that as he either didn’t know or knew but wouldn’t publicly respond.
That afternoon and evening, July 11th, I waited for the promised email with the FedEx tracking number. Nothing. I checked the status again the following morning and my camera still was listed as “Shipping.” Did it actually get shipped or not? I waited. After checking the status page again on Tuesday, Wednesday and Thursday—Nothing. No shipment notice, no change in status. I decided to call for the second time on Thursday, July 14th and guess what? Fujifilm (“R”) can’t seem to locate my camera! What? He said it “should have been shipped back me that same day”, the 28th of June but is no record of a shipping label being produced. “R” said he was going to check a few things and call me back later. Are you kidding? They lost track of my camera? How could that be? Anxiety now builds.
After about an hour, I received a return call from “R.” They found it. “R” had told me he needed to talk to a couple of people to track down my camera and what had happened that it wasn’t previously shipped. He gave me a couple of excuses (I think he just passed on what he was told) that I immediately knew were untrue. First, he said my credit card didn’t go through. (I authorized the payment as soon as I received the notification (on June 28th) and it showed up as a “charge or hold” on my account.) Indeed, it did go through. Second, “R” said they tried several times to contact me by phone to get the card authorized. Not true. One thing nice about digital systems and mobile phones is every call, inbound or outbound, are documented and shown on the device. There were no incoming calls to my mobile phone from the time they received the camera to July 14th (as we conversed) from anyone or anyplace that was unknown to me. No one tried to contact me and my mobile number was the only number I gave them so they could not have had any other number for me. I wish they just would have said they messed up and they were sorry. No excuses we’re necessary. In any case, “R” says my camera would go out that day (Thursday) by FedEx and I should have it Saturday. He said they use two-day shipping through FedEx. To ensure there were no holdups, I offered to give him my credit card details again. Progress, at least.
Friday, July 15: Fuji evidently didn’t ship my camera yesterday (Thursday) as promised—again. I should have received a confirmation email and a FedEx tracking number. I called again Friday morning. Talked to “R” again. At this point I have to say that “R” is a really nice guy. He has been very helpful and has sincerely tried to help me get my camera back but most of this is because of others, not him. I have no issues with “R.” We ended up having a long discussion about photography. He is a Canon shooter, of all things! Lol. He likes full frame and said he finds it hard, once using full frame, to go back to a cropped sensor camera. I can understand that. He did tell me had had an X-H2s to use for about three weeks before it was introduced to the public. Amazing camera, he told me. But I digress.
“R” says my camera was on a technician’s desk yesterday and was supposed to have been shipped out. That guy is off today. (Just my luck!) Since the guy works in another office (or somewhere where “R” isn’t) he can’t check to see if it is still on his desk but he told me he emailed another employee at the same location and asked. He hasn’t heard back yet. He said that in the email he told the other employee that if the camera is there (they keep them in clear plastic bins for easy identification), make sure it gets out this afternoon. He also checked the computer for a tracking number. Doesn’t see one. At least my camera “seems” to still be in Fujifilm’s possession. More progress? Lol I’m trying to keep my attitude positive after all of this. But it’s getting more difficult.
Surprise! I did receive an email on Friday, the 15th from Fujifilm. They shipped out my camera that day. Hooray! Finally! But there is a problem. What now? According to Fujifilm's initial provided information that was sent to me way back on June 28th, when I receive the email included should also be a Fedex tracking number so I can track the package as I will need to sign for it. But, there is no tracking number in this latest email. What? In the space for the tracking number is the date and time they shipped the camera to me. Huh? Well, “R” said they ship Fedex two day service and it was Friday, I wondered if FedEx will they deliver on Sunday? I didn’t know but I will plan to be home all day Sunday so I don’t miss the delivery.
I stay home all day Sunday just in case the Fedex package is delivered. It does not arrive.
I stay home all day Monday for the same reason. No Fedex package. I wonder if they really did ship is since there was no tracking number.
Tuesday, July 19th. Should I sit at home for another whole day waiting? I decide to call Fujifilm repair and see if they have a tracking number in their records and can provide it to me. This time “L” answers and I explain everything to him. Everything, in detail. He wants my repair reference number to look up my file and he candidly admits I am not the first person to call with this same issue—no tracking number but the date and time shipped inserted into the paperwork instead. He says he is frustrated and he is going to have a meeting with his 'team' (that makes me assume he is a supervisor or team leader) to voice his dissatisfaction. Evidently, the workers in the shipping section just decide to do what they want. (My assumption) That's interesting. Anyway, “L” doesn't have a tracking number to give me. What? How would they track a package if it was lost? How would they know which package was lost without a tracking number in their records? Again, this makes no sense to me. I’m really wondering who designed Fujifilm North America repair’s business processes? Whatever the issues are, the entire process needs an overhaul and accountability assigned.
That said, “L” says he has a "Fedex Reference number" to give me. He says that he gave the "Fedex Reference number" to another person who called and, when that person called Fedex, Fedex was able to give him the tracking number. Excellent! So, “L” reads off this long number to me. It is a number that starts with "1Z." I tell “L” that the number sounds like a UPS number. They normally start with a 1Z… He doesn't comment. I thank him for being candid about the shipping section issues and being helpful and hang up. I then get on my computer, go to the Fedex site and, lo and behold, I find a place to put in a Fedex Reference Number so a tracking number can be identified. Hooray! When I put in the number that “L” gave me—nothing. It is not recognized. My intuition tells me it is a UPS number so maybe they shipped my camera by UPS instead? I go to the UPS site, enter the number and what do I find? It is the number of the package that I sent to them with my camera inside. They have my UPS tracking number for incoming gear but evidently no Fedex tracking number for outgoing gear. Unbelievable. I have to wonder if “L” was not being honest with me about the other guy using the FedEx Reference Number and obtaining the tracking number? Also, how would he know unless the guy called back and told him he was successful? Unlikely.
To wrap this up, the Fedex delivery man arrived Tuesday afternoon, July 19th, with my camera. I did have to sign for it. I only wish I didn’t have to sit home all day for three days know knowing when it would arrive. In any case, the camera is safely back in my hands. Finally.
To say the least, I have lost a lot of confidence in Fujifilm's professionalism and business processes. Also, I had sincerely hoped the camera's AF inconsistency issue is fixed but it is not completely fixed. The bottom line is that I continue to be even more disappointed with Fujifilm and my X-T4’s inability to hit sharp autofocus 100% of the time, even with the easiest of subjects.
I will have to say “R” was very helpful and had a polite and positive attitude. He was only the messenger trying to help and I thanked him for all of his help. I certainly can’t blame him for this mess. I am also thankful for “L” for trying to help. He was professional, polite, helpful and candid that he was not happy how things were going.
I sincerely my experience does not reflect "normal" for them and no one else has had to situation. I like Fujifilm. I think a lot of the company, their products and their reputation. I consider their focus is photographers and their cameras ‘photographer’s cameras.’
As far as I'm concerned, I can only shake my head, hope I never have to send another camera in for repair and practice patience! Hopefully, this was a 'one off' happenstance.
I hope you enjoyed his little saga. 
I have sent 2 cameras into Fuji NJ for warranty repair in both cases I had to call about why they had not shipped and have someone got to shipping to get the camera shipped. At least they shipped next day at no cost to me.
ReplyDeleteQuite an ordeal. I've had an X-T4 for a while and took it to Seoul for three days this week. At the end of the three days I decided that I was tired of continually chimping to check focus and selling the camera would be the best thing to do. I love the Fuji colours and the size and weight of the camera, but using my Nikon D850 and F6 is a much better experience.
ReplyDeleteWow! Sorry to hear this story. I also received some poor service from Fuji on a warranty issue. I had to send in a brand new 35mm f1.4 because the aperture ring was not actually changing the aperture properly. Long story short, I had to send it back for a second time with a rather pointed letter expressing my displeasure because if anyone had actually done a QC check it would have been obvious it was not fixed. I currently have a like new 6 year old X-T2 at the service center (through warranty with KEH) and am actually worried it too will be returned in the same condition. What has happened to customer service??
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