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Glen Pitt-Pladdy :: Blog

The Fuji saga part 5....

The next instalment of my attempts to get my Fuji FinePix E900 repaired that started with the Venetian Blinds Fault.

Round the loop again....

As described previously, after the second attempt at getting my E900 repaired under warranty, it was returned with a new fault.

Once again, I called Fuji, explained the situation, had them tell me that they would sort it out, and returned the camera for repairs once more.

The big difference this time was that I included a note threatening court action if the camera was not restored to a state comparable with before developing the fault. This should be easy enough, and besides, this is now the third time I am returning the camera, and the second new fault they have introduced.

Getting it right, or not....

By now I expected them to have made an effort to get things right. Given the two goofs so far, particular care should have been taken to ensure that previous errors where not repeated.

I guess I was expecting too much. The camera arrived back on Monday (15/12/2008), and upon unpacking I was already unimpressed.

For starters, there where dirty scuff marks on the front, in particular round the lens surround (the bit that can be removed to add lens adaptors). Fortunately the worst of the dirt came off with a gentle polish with a cloth, but the plastic still seems to be marked.

After fitting the batteries and memory card, I turned it on, and couldn't believe my ears. It's back to making grinding/whining noises like after the first attempt at repair.

To add to it, I also started to notice damage to the camera casing around the screws - it appears that they may have been a little careless and rough with their tools against the camera while repairing it.  With the distortion to the casing around some of the screws (and markings on the plastic), I suspect some of the screws have been over aggressively tightened too. All in all, I think this is a very poor show.

Wasting time

From original discovery of the fault (5/11/2008), sending it back the first time (10/11/2008), to having introduced new problems each time it has been repaired three times it has been over a month, and loads of my time wasted.

It astonishes me just how much time has been wasted, and it's all the little bits that add up. For example, adding up all the time organising, writing up a fault report, packaging the camera up, queueing in the post office etc., it quickly adds up to 2-3 hours each time round. This is all together easily well over a typical working day of my time, if not two.

Game over

Given that the response to my clear notice (in bold) that I would be taking this matter to court if they failed this time round, and given the spectacular failure, I have started the ball rolling. Earlier this week I went down the Reading County Court and discussed with the staff my options, and collected a pack of forms to initiate court action.

The staff recommended one last letter explaining what action I was about to take. Given the season, I have written a final letter (sent by recorded delivery) outlining the history and situation with this repair.  I have given them a decent amount of time for Royal Mail to deliver the letter, and several working days to resolve the matter - almost 2 whole calendar weeks.

Given that I had read about problems with Fuji UK in online forums, I have been making notes along the way and also took detailed photos of the camera before sending it off for repair as evidence of the excellent condition it was in. I expect the wealth of evidence I have will be difficult to argue with should they let the matter go to court.

Blogging this story

The interesting thing with this is the number of hits on this set of pages I am getting. The original story is currently second most popular article on this site for this month, beaten by only a small margin. Taking the whole series of articles into acount, no other subject on the blog comes close. The interest in this is up dramatically from last month.

The sad thing is that while this shows Fuji UK in very bad light, the direction this story heads was always up to them. If Fuji UK had simply fixed the camera properly the first time then this would have been a very postitive story about how efficiently they sort out problems, and what a great camera the E900 is (I still believe the E900 is the best advanced "coat pocket" sized camera out there).

I know this isn't an isolated case - other people have also been telling me about their stories of problems with Fuji. What blogging about it does is let people know what is going on, rather than allowing companies to hide behind polished marketing. If a company is doing a truly good job, then you would hear about it here. If more people blog about their experiences, both good and bad, companies that give poor service will have to face up to reality else they will simply loose their customers.

The next installment is now avalable: The Fuji saga part 6.

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