Great imaging quality is one thing but it’s certainly not the complete picture. When things go wrong, especially when you’re a professional photographer, it’s essential to have the support from the manufacturer to get your gear repaired and returned to you as soon as possible.
In the past, I’ve had great customer service from Canon and at the other extreme I’ve had absolutely lousy customer service from Nikon, you can read about it here. It’s no surprise then that I ditched Nikon as soon as possible and switched over to Canon.
So what can you expect from Fujifilm? Well, the good news is that they have in place what promises to be a 5 star service for all X-Pro1 owners, not just for professionals, and they make no distinction whether you bought the camera new or used, as long as you have the original purchase receipt, you’re good.
The first thing you may want to do is register your camera with Fuji, it’s not mandatory but may be useful, they’ll keep you informed of any firmware updates. Here’s the link to register your camera:
Service and Repair
Fujifilm offer extra support for X-Pro1 customers including a 48 hour in-house repair service. You can book your repair by clicking on the following link: www.fujicamerarepair.co.uk
Fujifilm will send you pre-paid and addressed packaging so you can return your camera for repair securely and free of charge.
While you Wait
Now, here’s where it gets really sweet. You can also pre-book a time slot and they’ll repair your camera while you wait. Just send an email to: email@example.com or call their helpline on: 0844 553 2322.
On top of that all X-Pro1 customers are entitled to a FREE annual health check for 5 YEARS. That’s the camera not the customer, just to be clear.
Help and Information
Wait, there’s more, Fujifilm also have a dedicated email inbox for X-Pro1 users for help and information with a reply guaranteed within 1 business hour. Here’s the email: firstname.lastname@example.org
FUJIFILM UK Limited
Unit 10A, St Martins Business Centre
St Martins Way,
Just to be clear, the customer support described applies to the UK only. The level of support offered around the world may vary. If you know what this is in your country please feel free to share it in the comments, including contact telephone numbers and emails.
Also, feel free to share your experience of Fujifilm customer service.