[ccali]

Below is the email from me and Fuji HK. It indicates that they actually don't really want to provide support to "Water" goods. Also they always want to escape from customers 's question. For the S2 Pro case, they claim that they will repair "Water" good by $800 initially, but when discuss with them for detail, they just want to escape from provide service anymore as they don't like. It is really the style of Fuji HK customer service.

So, if you buy "Hong" Good, then it should be ok, but please beware with you buy parallel imported goods.

Regards,

#############################################################

Dear Mr. Li,

Thank you very much for your email dated Nov 16, 2005 and Nov 11, 2005 respectively, we appreciated your valuable comments and would like to clarify our standpoints as follow:
1. According to our website press release dated Oct 17, 2005, the upgraded service support offer is for the owner who bought the digital camera with those limited serial number and valid Guarantee Certificate issued by Fuji Photo Products Co., Ltd only. Please note that all parallel goods are not eligible to enjoy this offer.
2. To better serve those customers who bought the digital camera imported by our Company, priority of free repair service will only be granted to those who hold our valid Guarantee Certificate. For parallel goods, no free service can be offered due to unplanned resource involved and special arrangement for importing additional parts. This policy is
adopted by most countries to protect the right of their own customers and some regions even reject to offer repair service for all parallel goods. For details, you can visit the following link for reference:
http://www.fujifilm.com.tw/old_new/AN_all.htm
http://www.fujifilm.com.cn/news/active/article.jsp?articleid=1348
3. Concerning your case, if there? no exact phenomenon listed in the press release dated Oct 17, 2005 occurred in your digital camera, we will neither charge nor replace parts for you. There won? have any restrictions on the period of free repair service as it is not applicable to your case. If you want to get free service support, please contact
the shop that sold you the parallel goods directly.

Thank you for your kind attention.

Yours sincerely

Simon Tang
Marketing and Sales Director
Fuji Photo Products Company Ltd.

-----Original Message-----
Sent: Wednesday, November 16, 2005 10:15 PM
To:Digitalinfo@fujifilm.com; yywong@chinahkphoto.com.hk
Subject: Need help from Fujifilm Japan and complain to Fujifilm
management about poor service from Fuji HK support
Dear Minoru Ohnishi-san and all the Fujifilm executive,


I am a customer of Fuji product and I write to express my disappoint with Fuji Hong Kong's service and their inability to explain to me the scenerio that I am currently facing for support my Fuji S2 Pro and the most important thing is I am very angry that they DON'T EVEN have the intention to reply my email with questions regarding to the support issue which I sent on 11 Nov 05.

Actually, I have bought a Fuji S2 Pro in Japan about 2 years before, and recently, I know that there is CCD issue on those products, and so I ask about how to replace with the faulty parts. However, Fuji HK reply that it need me to spend $800 to do the replacement and the most ridiculous thing is I must replace it before 31 Dec 05 even it is not yet faulty, otherwise I may even NOT get any support for the product anymore!!

I am very upset on this and I need your help on this issue. Please let me know if anyone can help me on this.

Thanks & Regards,


--- Andy 隤迎?

> Dear Mr. Dennis Wong,
>
> Is that you understand what I mean? Ok, my Fuji S2
> Pro is a parallel products, it is correct, but what
> matter is:
>
> If I don't have to pay, then your restriction for me
> to have the CCD replacement by 31 Dec 2005 is ok, it
> is fair enough that I have that CCD replace no
> matter it is faulty or not by this moment, anyway,
> it is free for me. And both of us can make sure that
> the potential problem is resolved.
>
> But since I need to pay $800, it is another story.
> Your company's product have problem, and I need to
> pay $800 to replace that faulty parts. Ok, if it is
> failed now, then I have no choice I will pay $800 to
> replace it. However, it is not yet failed. How come
> I need to pay $800 to replace it by now? Your
> restriction that it need to do the replacement by 31
> Dec 2005 is just simply want to release your
> liability to the customer. I think it is totally not
> fair to me as a Fuji customer, especially if I need
> to pay $800 before 31 Dec 2005 to make sure that my
> "not yet (or even will not) failed S2 Pro" with a
> new CCD.
>
> Please advise and comment.
>
> Regards,
>
>
>
> Dennis Wong 隤迎?
> Dear Mr. Li:
>
> Thank you for your e-mail!
>
> I would like to clarify our charge as follows
> regarding to the CCD claim case:
>
> 1) Distributor products:
> service charge: No charge.
> Parts: No charge.
> Warranty: One month.
>
> 2) Parallel products:
> Cover charge: S2Pro ( $800.00/per camera )
> service charge: No charge
> Parts: No Charge
> Warranty: One month.
>
> The dead line for the said CCD claim will be
> 31-Dec-2005. In case, if there is any extension for
> this expiry day, we will post it up in our web-site
> a week before it's expired. Please pay attention to
> it!
>
> Best regards
> Dennis Wong
> Technical Support Department
> Tel: (852) 2406-3237
> Cell: (852) 6014-8052
> e-mail: yywong@chinahkphoto.com.hk
>
>
>
>
> ?萇?瘞? Jessica Yeung [klyeung@chinahkphoto.com.hk]
> ?萇?�?? 2005??1??1�????? 5:28
> 敶嗥?瘞? Dennis Wong
> 蝧奶: FW: ???RE: [Inquiry relating to Digital
> Products] Complain about Fuji Customer Service
> Center
>
>
>
>
>
> -----Original Message-----
> From: Andy [mailto:XXXXXXX@yahoo.com.hk]
> Sent: Thursday, November 10, 2005 11:35 PM
> To: Jessica Yeung
> Subject: ???RE: [Inquiry relating to Digital
> Products] Complain about Fuji Customer Service
> Center
>
>
>
> Dear Ms Yeung,
>
>
>
> I just want to check with you what about if my CCD
> does not have any problem before 31 Dec 2005, why I
> spend $800 for the replacement? Also, if the CCD has
> potential problem that will fail in any time in the
> future, it is definitely not fair to restrict your
> customer to replace the CCD before 31 Dec 2005.
>
>
>
> You say that we need to have the CCD replacement
> service on or before Dec 31, 2005 as your company
> want to make sure that most of the digital camera
> with the same phenomenon can be fixed as soon as
> possible.
>
>
>
> But since I need to pay $800 for the service, while
> it is the problem of your company's product, please
> be remind that: "THIS IS PROBLEM OF YOUR COMPANY'S
> PRODUCT". I am as a customer should not be suffer!
>
>
>
> I just want to know how much I will require to pay
> for service if the product 's CCD need to be
> repaired after 31 Dec 2005, and when will the
> product become end of service life. Please let me
> know or re-direct me to any contact point in Fuji
> Tokyo for the answer of this question.
>
>
>
> Regards,
>
>
>
> Jessica Yeung ?脯
>
> Dear Mr. Li,
>
> Thank you for your email dated Nov 4, 2005.
>
> Regarding your comments on our customer service, we
> will try our best to
> improve our standard and would like to apologize for
> any inconvenience
> caused.
>
> We would be much appreciated if you are willing to
> paid HK$800 for the
> CCD replacement service on or before Dec 31, 2005 as
> we can make sure
> that most of the digital camera with the same
> phenomenon can be fixed as
> soon as possible. We will try our best to update our
> customers if
> further information has been given for the period
> extension of CCD
> replacement from Fujifilm Toyko, however, to better
> serve every user,
> avoid temporarily out of stock of CCD parts and
> better management of
> camera repair, you are advised to call our repair
> service centre at 2406
> 3287 in advance before you bring your digital camera
> to our service
> centre for repair.
>
> Thanks and regards,
>
> Fuji Photo Products Co., Ltd.
>
>
>
>
> -----Original Message-----
> From: XXXXXXXX@yahoo.com.hk
> Sent: Friday, November 04, 2005 7:33 PM
> To: enquiry@chinahkphoto.com.hk
> Subject: [Inquiry relating to Digital Products]
> Complain about Fuji
> Customer Service Center
>
> Location : Hong Kong
>
> Full Name : XXXXXXX
> Company Name : (empty)
> Street Address : (empty)
> City : (empty)
> State : (empty)
> Zip / Postal Code : (empty)
> Country / Area : HK
> Phone : (empty)
> Facsimile : (empty)
> E-mail : XXXXXXX@yahoo.com.hk
>
> Subject : Others (Complain about Fuji Customer
> Service Center)
>
> Inquiry :
> Dear Sir/Madam,
>
> Complain about customer service
> of Fuji HK
>
>
>
> Subject : Others (Complain about Fuji Customer
Service Center)

Inquiry :
Dear Sir/Madam,

Complain about customer service
of Fuji HK


Subject : Others (Complain about Fuji Customer Service
Center)

Inquiry :
Dear Sir/Madam,

Complain about customer service
of Fuji HK


I write to complain about the service of Fuji HK dated 4 Nov 2005. I was very disappointed with the service that Fuji HK provided to her customer. And it shows that the service center is totally lack of the company's product knowledge - while it is not any difficult technical knowledge, but just some general information which I will describe below. Also, the way your helpdesk staff present information is totally lack of prefessional manner.

At that day, after I read through Fuji HK's website site, however I still have some information is not quite cleared, therefore I call Fuji HK with the number 2406 3224 regarding to the question about the service charge of replacing CCD for a parallel imported S2 Pro. You colleague reply with me that it is HKD $800 to replace CCD due to the product is not bought in HK, and I told her that it is fine, but when I check with her about whether there are any restriction period for replacing a faulty CCD for a parallel imported S2 Pro, she totally cannot answer me the question but just told me to refer to Fuji website.

>From the released document in Fuji HK, I know that if the item is bought from a official dealer in HK, then the CCD replacement is free of charge until 31 Dec 2005. It is stated clear there. However, for the parallel imported goods, it doesn't mention clearly or even not mentioned at all, and I doubt why if I spent HKD $800 for the CCD replacement, it still restricted me to do it before 31 Dec 2005, as it is NOT free anyway! Is that if the CCD is failed after the date,
then it is not supported? Does Fuji announced that S2 Pro is EOSL after 31 Dec 2005? If not, then I believe it at least has a fee (no matter how much is that) even if it is not HKD $800 anymore, right? But your HK fuji customer service staff cannot answer it at all!

On the other hand, your HK support staff don't even know whether the item will be supported after 31 Dec 2005. I asked her is that the item will be "End of Service Life" after 31 Dec 2005, and she seems don't understand what I mean at all. And just tell me to refer to Fuji website, and I am very disappointed with this kind of service level. Especially I am not asking any technical question, but just want to know "What is the fee to replace a faulty CCD for a parallel imported
Fuji S2 Pro after 31 Dec 2005" !!

Moreover, your HK customer service staff seems always want to escape from my question by asking me: "For further information, please refer to the Fuji website". The questions is if I can get the information from the website, why I bother to call for support and enquiry? The question that I raised is definitely not show up or explain clearly on Fuji HK's
website.

I believe your companies's aim to have HK customer service staff is not going to let them act as a robot to just re-direct your customers to your website only! I believe they really need improvement on preparation on Fuji product's information as well as training on how to answer customer's phone call.

I am looking forward to your reply and the answer of my enquiries.

Regards,