Think Great Customer Service Is Dead? Fujifilm Proves Otherwise

A long while ago a reader sent me an article published at The Guardian called “Believe it or not, some companies still put their customers first!”

The article noted that customer satisfaction has fallen to its lowest point in years, yet highlighted a handful of companies that still go the extra mile when it matters most — and Fujifilm was among them.

Here is what a fellow Fujifilm X-T5 shooter from Redditch (UK) had to say about Fujifilm customer service:

“I took a tumble on holiday and broke the screen on my new Fujifilm X-T5 camera. Fuji delivered a post-paid box for me to return the camera so they could assess the repair cost. I was then emailed to say that Fuji had replaced the screen at no cost, and were returning the camera, again at no cost to me. I was expecting major delays and a large bill. Fujifilm have revived my faith in corporates

To be fair, my impression is that Fujifilm’s customer service can vary depending on the region. For example, I consistently hear excellent feedback about Fujifilm UK and several other countries. At the same time, I’ve also received — and shared in past articles — some critical reports from other regions.

That’s why I’d like to open the floor to all of you: let’s collect our experiences with Fujifilm service from around the world. Tell us about the times things went smoothly, and also about the times they didn’t. Hopefully, Fujifilm will take note and use this feedback to raise the bar wherever improvements are needed.

As for me, I’ve had to use Fujifilm service only three times:

• sticky X-E3 joystick – I got a new camera right away
• X-T1 rubber skin coming off and door bending – fixed a second time out of warranty free of charge – the problem did not occur again after the second fix
• dust spot in 56/1.2 – fixed free of charge during warranty period

In all three cases — two under warranty and one outside of it — I never had to pay anything, and the turnaround was fairly quick.

But now it’s over to you. Share your own stories, good or bad.

And if you’d like to read the original Guardian article that sparked this discussion, you can find it here.