ComplaintsforFUJIFILM North America Corporation

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DISTRESS CALL! I need some white glove service and follow-*** from ****? Ive just spent $8,000 dollars on GFX gear and after two exchanges on a backup GFX 50II and manufacturing defects and quality control issues with both, Im introspecting on the confidence I placed in Fujifilm Medium Format!? The last order I placed with ******* and I tired of waiting for long return processes. I need to know why ** playing the waiting game on being forced to do two returns now? My time has been wasted and my project prolonged. This is hard earned money and time being wasted!

  Business response

  06/24/2024

  I regret the inconvenience the customer is facing with their GFX camera. I recommend sending the camera to our service department in ******, ** for assessment under the one-year limited warranty. It's worth noting that we do not oversee sales or return matters as we are the Service Dept.  They can call ************* and speak to the sales *****

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a FUJIFILM PROBLEM! Two weeks of my life have been wasted and my photography project has been seriously prolonged BECAUSE Fujifilm has FAILED to furnish equipment that was suitable for the ASKING PRICE of the gear that you guys have spent a fortune on developing and offering the photography industry but the shoddy manufacturing and loose tolerances are backfiring on Fujifilm right now and as an artist who loves FUJIFILM, I am rejecting this canned corporate response. I hold you guys in higher esteem than this sort of nonsense. You guys say you do not deal with the return and exchange process but whether youre the service department or the CEOs Office of Fujifilm; all of it is FUJIFILM! This is not an Amazon issue NOR is a an Adoroma issue! This is a FUJIFILM QUALITY CONTROL ISSUE and you guys are cutting corners. As a result of this, my time is being professionally wasted on two returns with the second one having serious manufacturing defects because the products Adoroma furnished were seriously defective OUT OF BOX in which the manufacturing was unacceptable.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  06/25/2024

  I regret to learn that the customer remains dissatisfied with the provided resolution. They are presented with two options: either engage directly with the dealer from whom they acquired the camera or opt to utilize the 1-year limited warranty enclosed in their package by sending the product to the service department in ******, **. Additionally, I recommend that they maintain an active presence on our social media platforms, as these channels are closely monitored.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fujifilm has release their new x100vi limited edition which requires lottery before customer can buy this product. I win this lottery but the website won't allow me to place the order. It said unable to process order and asked me to contact service team. I contact service team multiple times but they said it's due to credit card decline and haven't provide any useful way to resolve this issue. My credit card did decline the transaction once but I approved it, and in the past few days I have tried to re-submit the order again and try with different card. The order still fail to complete even with card that haven't decline the transaction, I could see the transactions are pending in my credit card statement so it's not the issue from my end.Given the limited edition have a short period of sell window I need Fujifilm to inspect their payment system and fix the issue for me otherwise they are cheating on the lottery of x100vi limited edition sale in ** region.

  Business response

  06/06/2024

  We use an outside credit card company, and this is the email that was sent to the customer: "Based upon available information, our *********************** is unable to receive authorization to process your order due to a high-risk profile. We apologize for any inconvenience, but we are unable to process this order and serve your purchase needs."  Fujifilm also has the right to refuse any order for any reason.  

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue didn't get resolved and they didn't really help on their system error.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********
  
  
  
  
   
  

  Business response

  06/11/2024

  I am sorry that the customer is not happy with our response, but Fujifilm has the right to refuse any order for any reason.  No money was taken from the customer, and I am closing this matter in our files.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a camera that should be covered under the one-year warranty. After contacting Fujifilm I was then sent on a wild goose chase trying to find a way to have them simply send me a new battery cover that was broken within a month or two after purchase. I filled out their warranty form and all the proof they needed to take care of me with no response after many calls and hours on the phone I was told they would take care of it and then I wouldn't hear anything. Every attempt to speak to a manager was met with heavy resistance then finally after a few times of being transferred to the manager the line would go straight to voicemail. This is typical tactics to avoid helping a customer.

  Business response

  05/17/2024

  I am sorry for the issue the customer is experiencing and I will try to help them the best I can.  If the camera was sent into the repair **** already, do they have a repair number?  I need to know the model of the camera and the exact color.

  Customer response

  05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  I have spent hours on the phone and many ignored emails requesting a battery cover to be sent to me that should be covered under the 1 year warranty. My emails are still waiting to be replied to. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   
  The camera color is ****** It is an instax mini 7 + . The camera was not sent in for repair as the camera is functional. The only thing that needs done is a battery cover replacement mailed to me. 
  
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  

  Business response

  05/21/2024

  The camera was purchased in 12/23, so between then and recently, the battery door was fine.  From the images I can see, it looks like the battery tabs were snapped off, and that can only be done by the customer.  Without seeing the battery door and evaluating it, I cannot no be 100% sure.  The battery door would need to be sent in so we can have it looked at by our techs.  If they feel at that time, it can be covered under warranty, they will approve a replacement be sent out no charge.  If they deem it to be customer error, then the customer will have to purchase a new cover.

  Please send the part to the address below and please make sure it can be traced.  If there is no proof of delivery from a Fujifilm employee, it will not be replaced if it is lost or not delivered.  Fujifilm does not pay for shipping in on any repairs.

  Fujifilm Camera Repair

  Att: Manager

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Fujifilm USA concerning the unjustified cancellation of my order and the lack of proper communication from their customer service.On April 18, 2024, I placed an order (#*********) for a Fujifilm X-S10 camera with XF18-55mm lens, black (SKU: ********). The terms on Fujifilms website promised shipment within 2-4 business days. After this period elapsed without any update, I contacted their customer service for clarification. Despite my clear need for the camera before my prolonged travel outside the U.S., which I communicated in my email dated April 24, I received a response from a representative named ***** stating that my order could not be processed at that time. ***** suggested purchasing the product in person from local dealers, an alternative that was not feasible given my specific requirements and upcoming travel.Subsequently, without any notification via email or phone, and without my consent, I discovered that my order had been canceled as reflected in the status update on Fujifilms website. This cancellation has occurred without any explanation or adequate communication, exacerbating my inconvenience and disrupting my travel preparations.This lack of communication and abrupt cancellation not only violates the sale agreement but also indicates a failure in maintaining customer service standards. Therefore, I seek BBBs assistance to resolve this matter promptly. My preferred resolution is for Fujifilm to reinstate my order and expedite the shipment immediately to meet the original delivery timeline, ensuring I receive the camera before my departure.Thank you for your attention to this matter. I look forward to your assistance in facilitating a prompt and fair resolution from Fujifilm.Sincerely,******* **** ************

  Business response

  05/09/2024

  Thank you for the inquiry about this order.  Fujifilm has the right to cancel any order at any time, and due to security reasons, our system red flagged the email address.  All money was refunded back to the customer.

   

  Thank you

   

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 5 I placed an order for my fujifilm print life items. All items were defective for order *****. I have reached out several times. I spent $186.86. After numerous emails a partial refund was provided however the business has failed to correct the remaining order or refund it. I am moving and since the business has failed to return my call, emails, messages. I've had to *************** up. In my print life items heads were cut off and picture was not as the preview showed. At this time this blend goinf on for months. Fujifilm has terrible customer service and quality. I would like all my money back please help **** have attached a few pictures of the work without our faces showing.

  Business response

  12/27/2022

  Hello!  I am sorry for the customers experience with the printing of their pictures, but we are the Camera Repair *****  We do not have anything to do with prints, that is in another state.  I will forward this information to that ***** and hopefully someone will reach out to them.

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   never got an email with any response. The company has not resolved it. Please keep this open
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  01/03/2023

  As I mentioned in my last reply, we do not handle anything that has to do with prints, that is another ***** in  another state.  I did send an email to that ***** and they replied that they would reach out to the customer.  I will send them this email again, but that nothing else I can do.

  Customer response

  01/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a disposable, black-and-white camera from my local photography store to take some engagement pictures with. The camera was dropped off at a ********* to be developed. ********* sources their film development through fuji film. Several weeks went by and ********* had not recived the photos back, we contacted fuji film via email, they said the photos had been processed. A few days later ********* had the photos, about 5-6 weeks from initial drop off. We had ordered a double set of photos for a 27 picture camera, for a total of 54 printed pictures, and the included cd. The package contained the 18 printed pictures, all appearing to be double prints, and the film negetives. The photos showed no contrast and when taken to the local film lab, we were advised the film had been overexposed. Fuji film was firm they were not at fault and said if anything was wrong with the photos we would have been notified. The camera was brand new and used the same day it was opened. They did not disclose any quality control methods. Just a brick wall of "if you don't like it you screwed up the camera." I would like them to, at the least, to replace the disposable camera which they ruined my engagement photo film for, which can be purchased for $27.00.

  Business response

  09/22/2022

  I am sorry for the experience that the customer had, and I wish I could help.  I am in charge of Digital / Instax Camera Repair, not film or Quick Snap cameras.  I will forward this to the people who do handle these products though.

  Customer response

  09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The buisness response informed me the complaint would be pushed to another department, but did not resolve any issues.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business response

  09/26/2022

  I received a reply from the dep. that handles this and they said they have reached out to the customer already.  Here is their reply:

   

  This order was received by us on 8/22/2022, processed by ******* and shipped back to the store on 9/12/2022. Ive spoken with the customer River White. His fianc sent us an email inquiring on the film (attached), and he called after receiving the film to express his disappointment in receiving damaged film and no usable prints. The customer received a refund from the store for the order and was agitated with the Fuji representative after she suggested to him that condensation may have played a part in the film being ruined after he stated that the local shop where he bought it kept it refrigerated. I asked if he could send me images of the prints that he received and he stated he had already sent them along with his BBB complaint. I apologized for his experience and offered him an otuc, a roll of B&W film, or a ********* gift card and a small gift item. He chose the otuc as he said hed like to try to create some of those photos using it and hed send me a digital copy from his CD to use for a mug. Weve shipped him two otucs with ***** tracking number **** **** *****  

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/21/2022 I made a purchase directly from FujiFilm website. Just a short time later I realized that the item would not work for me. According to the Fujifilm website, I had up to 24 hours to cancel my order. I followed the directions to do so and found that the website was not allowing me to do this, and was not showing the option to do this. I attempted to call customer support but was disconnected after a recording that said no one is available to help. I have contacted their customer support 2 times now and only receive an automated response that does not help me solve the issue.The item I ordered is still 100% unopened, and I didn't want it to be shipped to me in the first place. The website said I had the right to cancel the order, but would not allow it. I just want to send the product back.I would not resort to contacting the BBB for this matter if they would just respond and offer assistance.

  Business response

  05/27/2022

  I have reached out to the customer on how they can return the product.  I will work with them until the process is accepted.

   

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

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a finepix t400 np-45 battery on the 9th of december 2021 the customer service has been terrible with this company, they never sent me a tracking # to my email after i paid for the battery i was told ***** was going to be the charge on my card, i checked with my bank they said a charge of ***** was put on my card, and an extra pending charge was put on there, so the battery i recieved is junk it only holds a charge for 2 minutes, my old battery at least lasted *********************************************************************************************************************************************** a bad battery and dont want to stand behind it and send me another one so i paid for a battery worse then my old one, no body will email me back and i was hung up on 3 times

  Business response

  12/17/2021

  I am sorry for the issue the customer experienced.  We are on a staggered shift due to COVID and that means that our service has suffered a great deal.  That of course does not excuse being hung up on!  I will send out a replacement battery right away for the customer.  One note though, the model they listed is an older one and it could be that the camera is not charging the battery all the way.  If the new battery has the same issue, then it the camera may need to come in for evaluation.

   

  Thanks

   

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

  Customer response

  12/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  this is pathetic excuse of customer service, that is why i contacted **********************, i called and go the supervisors email because after i paid 23 bucks for a battery it was junk it only lasted 30 seconds my guess is it sat for a while in a warehouse, and the contact guy i had his email some ********************* he would not ever respond, that is not an excuse that you dont have workers to just ignore a customer for days when they spent money and i kept calling they would not send me a replacement at first until i luckily got a good worker named ****, but at first they were trying to tell me i would have to pay for return shipping for a battery i just paid 9 bucks shipping for that was junk on arrival that totally had me baffled, im also not happy when a customer has an issue the supervisor if thats what you call him after 5 days never did call me back. i feel like this company tried to take my money on a bad part and shove me aside, also *** if you would call people back you would know that **** already sent me a battery and luckily this 2nd replacement is good but dont blame my old camera that still works and is in mint condition because i take care of my stuff, i went to batteries plus and wasted my time and gas driving 15 mins away because this company was trying to say it was my battery and i tested with batteries plus brand battery and it was fine. whole point of why i contacted bbb is this company tried to take money for a faulty part and didnt want to stand behind it at first until i complained and told them i would contact consumer protections division. luckily thank goodness for this *************** the other people just did not care especially ******* and the supervisior voicemail that i got which i think is the guy here that only responded to bbb complaint didnt call me back.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer response

  12/20/2021

  yes **** sent me a 2nd battery replacement and so far its working as it should. what made me mad is i could not get anyone from this company at first to email me back the first guy i worked with after i spent money, the dude name ******* was blaming my camera which i knew that wasnt it, and then i was told at first i would have to pay return shipping to get it taken care of, im just not happy with the customer service the supervisor wouldnt even call me the only way he got involved was with this bbb report which is pretty sad. my bank also said there was a 2nd pending charge on my account for this purchase if that doesnt go off of there i am not going to be happy. i expect more from a company as large as fujifilm.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩