Advice on Fuji Service


Mr FroggyFog

New Member
Jul 5, 2019
2
0
1
26
Recently, I sent my Fuji XT3 camera ( which I purchased on April this year) for cleaning due to dust appearing in the image. The engineer at Fujifilm service center in Singapore told me it might be just dust particle so I left it at the service center for cleaning. After a week with no news, I called him and he told me the top glass of the sensor was scratched and required changing. It cost me about $139SGD as scratches are not part of warranty. I said go ahead as long as it will solve the problem.
After almost 2 weeks, I called the service center again to check about my camera status and finally it is done today. Then, I came down to the service center and surprisingly, the condition is worse than before. More dust stuck inside and he told me it was due to user's fault that the APSC sensor is exposed to the dust and he can't clean it. I am very disappointed with how the things is handled here. He just blamed the user for the repair he supposedly did (as he is the one dismantling the camera to replace the glass on top of the sensor) and now he told me that he might need to replace the whole APSC sensor cause of user's fault which won't be covered under warranty. After lengthy discussion, he told me he will check again and get back to me next week.

Anyone in this forum could give me advice? Is it really user's fault that the dust is stuck inside the APSC sensor (not the top glass)? And supposedly, dust inside the APSC sensor would be covered under warranty as Fuji themselves claimed XT3 is weather proof?
 

one eye jack

Senior Member
Jun 11, 2011
978
41
28
Sorry this dust issue happened as even earlier xt models are prone to get dust between glass and sensor judging from this article :
https://www.dpreview.com/forums/thread/4240830

This one about the cost and replacement of sensor bracket and cleaning..not sure about your particular case.

If you are sure you have checked or observed with magnification of the sensor that there is no scratch before sending camera in then go bang table and demand your consumer rights or kwai kwai pay for what the tech says need replacement.
Seems fuji had not thouroughly handle the manufacturing hickups...
 

Last edited:

Mr FroggyFog

New Member
Jul 5, 2019
2
0
1
26
Sorry this dust issue happened as even earlier xt models are prone to get dust between glass and sensor judging from this article :
https://www.dpreview.com/forums/thread/4240830

This one about the cost and replacement of sensor bracket and cleaning..not sure about your particular case.

If you are sure you have checked or observed with magnification of the sensor that there is no scratch before sending camera in then go bang table and demand your consumer rights or kwai kwai pay for what the tech says need replacement.
Seems fuji had not thouroughly handle the manufacturing hickups...
Thanks for the advice.
I am just very disappointed as they told me different story earlier.
They told me its just scratch on the glass and changing it will solve all the issues ( it is not part of warranty and I am ok to change it as long as they fix the issue)
Now end up more dust trapped inside the sensor and they blamed it on the user. Their solution is to replace the whole APSC sensor and said it is not part of warranty or asked me to accept as it is. They have charged me $139 for nothing and they even make it worse.
Thought sending in to fuji service center would be safer choice as compared to any third party shop. End up, they are just very unprofessional and just bunch of scammers.
 

Last edited:

Alex chong

Member
Apr 5, 2009
487
0
16
Honestly you should give him a piece of your mind. Lame excuse coming from a service center. Should insist on a new APS-C sensor at no extra charge. If its me that is.