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“Awful Customer Service”

Written on: 16/06/2012 by garethjason (1 review written)

OK, folks: listen and learn from experience. SUMMARY: I bought a X100 gray market camera and developed SAB six months later. It got fixed and I just got it back. But that really isn't the story.

I live in Tennessee, USA bought on the web a NEW X100 from "Simply Electronics" and noticed that it got shipped to me from Hong Kong. Delivered in four days across the ocean, new in the box, with a Fuji warranty and Simply Electronics' "own" warranty for 12 months. Hey, two warranties....very cool. This is amazing this world wide commerce. That is, until six months later when I finally realize I have SAB (the aperture blade problem} and call FujiUSA thinking all I need to do is return it to New Jersey for manufacturers warranty repair. I get this great guy in Fuji technical repair who proceeds to tell me where to send it and then asks for my serial number. The "uh oh" is then followed by it is a "$500+ repair that is NOT covered since I have a 'gray' camera"....a what?? OK I am ignorant, OK I didn't read the web review of this TERRIBLE vendor, OK I didn't realize that FUjI (and Nikon, Canon, etc) only fix non-grey market cameras as detailed on this forum.

It took me over a week of trying to deal with SImply Electronics just to get a RMA (return number). Off the camera goes to Massachusetts - an address that appears nowhere on their website. In fact, there website has NO address for ANYTHING. No communication for WEEKS. Fast forward ahead almost THREE MONTHS and I just got my Fuji x100 back from - you guess it - Hong Kong. Apparently it got sent from Mass. to Hong Kong and somewhere over there got fixed -- but the company never told me where or how and simply returned it to me in the same box I sent it to them. Hey, maybe that's why they call it "Simply" Electronics!

I thought I was defrauded. I thought I would never see my camera and hence my money again. I LOVE this camera. Lesson Learned that I will repeat for those of you reading this: NEVER, EVER, buy a camera or other sophisticated electronic device from other than a reputable seller. DO NOT BUY GRAY MARKET. If you buy used, think of it like a used car. It either is going to be great or you bought a clunker and didn't know it. And to all those manufacturers who have a defect covered under warranty in their gear: when we have a receipt, no matter where what country we bought the new camera from, you should honor your warranty and protect your reputation, by fixing a manufacturers defect free - or for a small 'penalty' for us idiots who purchase stuff on the web that comes from another country. As for me, I won't be buying anything from anyone who does not have an established reputation WITH US offices ever again. I am one of the fortunate ones who recovered from the gray-market experience, but I will never forget it.

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