Fujifilm Mounted!

I received a call from Fujifilm 1 week after I sent them the Service Feedback email. Those who missed out, please read the email in my previous post. (It's a joy to read and will also give you a great sense of justice, that our voice as a consumer is being heard!)

Anyway! The manager called and told me that they have taken apart the camera, took them alot of effort to blow out all the sand particles from the littlest crevices and fixed it. They will not charge me any money for it, except for the $10.70 that i have already paid. And on top of that, they have contacted their Japan office to try and find out how much it would cost for an exact new set to be shipped in for me.

I was catch unprepared, so i said, "Oh, ok. That's great. So when can I go collect the camera? Tomorrow?" in a really calm and straight voice even though i was in fact jumping up and down, feeling victorious! It was like that one time in JC when i scored 12/20 for the econs essay where the rest of my class had failed theirs. Super duper happy but i have to keep it inside to remain diplomatic.. The moment i put down the phone, i was sending VICTORY emails to everybody.

I was back to the service centre once again to collect the repaired camera, nothing changed. The reception was slow and the same malay girl serving me took like 15mins to find my camera in all the drawers to then realise that it's with the manager. The manager came out to meet me personally and apologised to me about the technician. We did a test shot and the quality remained great but can see the side of the lens were badly scratched when its extended.

Jessica was very upset about it for quite a while. I was upset that i broke her camera and got it badly scratched too. At the same time, I'm head over heels about winning this battle! Wheeee!

Kenny, if you're reading this, you must feel proud that the camera went to battle and came back with victory k!

Mounting Fuji

I know how economically unwise it might be for big companies to pick parts out of their factories all over the world to repair a camera. But this is just silly..! I'm so overwhelmed by ridicule now i wanna say the next sentence in spasms.

JOSS STICK! ANTENNA! CONNECT! SPIRITS! ABSURD! ARGHH!

ok, i think the pic might be too challenging for those with Presbyopia. Here is the type out:

To: Fujifilm

Cc: Brenda, Marilyn, Lesley

Hi there,

I’ve just grown to love the FUJI Instax Mini 25 after holding it for half a day. Me and my bunch of friends were having a lot of fun with it and were very happy with the instant quality photos that we got during my friend’s hen’s party. Unfortunately, the camera dropped on the beach, the sand invaded our camera and ended our fun.

My bunch of friends and I were contemplating whether to fix it or to buy a new camera. But knowing that it’s a Japan version which we won’t be able to find in Singapore, we decided that FUJI should be able to do the magic and shall just get a quotation first. There I was at your office on the 4th May, greatly appalled by the $10.70 Diagnostic Fee just to get a quotation for the repair.

It’s 13th May today and I haven’t gotten any quotations from any of your technicians or customer service officers. When I called, one of your employee just told me that it’s more economical to buy a new one than to repair the camera as they will have to change EVERYTHING inside the camera. And the cost of shipping all the parts required will not be economically wise. I reminded him that I won’t be able to get this model in Singapore. And I need a figure of how much it would cost for him to repair it but he is just not answering me and repeated the economically wise speech. I paid $10.70 to get a quotation so I think I deserve a proper answer 9 days later. However, without giving me an answer, he decided to get another technician to call me back to tell me.

15 minutes later, I thought maybe I can just buy the same model off the internet and swap the cover back to the original one. So I called back to your office again. And the technician said yes, they can just change the cover and will only charge me the labour cost $50.00. I was mildly put off by the $50.00 I have to pay for changing the cover after all the unnecessary waiting and work that I have done to come up with the solution. Feeling more at ease that I finally found a solution to fix the camera, I put down the phone and told my friends the good news.

After a while, a few realizations starts to set in to my horror:

What did I pay $10.70 for? Technician did not give any options/solutions other than keep pushing me to buy a new one. I wasn’t given any useful advice and I was the one who came up with a repair solution. Plus, I still have not been given a quotation.

Technician clearly knew that this model is not sold in Singapore yet he still insist that I should just buy a new one. Like from where? This is a FUJI product, am I at a wrong place?

I resort to hunting down this particular FUJI camera model off the internet so that I can retain the original cover to ‘repair’ it, which is absolutely absurd. According to the economically wise speech, it is cheaper to buy FUJI Instax Mini 25 off eBay than for FUJI SINGAPORE to ship the same camera model from other global FUJI office to repair my camera.

This is not the type of after-sale service that we have expected especially from a Japanese company.

Regards,
Pei Pei
Marketing Executive