precisely, NP-95 is used since F31fd/F30 days, and it's not some 3rd party redemption centre, it's Fujifilm building... Giving "not company policy" kind of excuse is just unprofessional...
Pathetic & Unprofessional Service by Fujifilm Asia Pacific
- Thread starter sonialpha
- Start date
precisely, NP-95 is used since F31fd/F30 days, and it's not some 3rd party redemption centre, it's Fujifilm building... Giving "not company policy" kind of excuse is just unprofessional...
Interesting, how did you find the link? I went to Promotions | Fujifilm Singapore and it's not there. Furthermore, even their own staff don't know about it.
I did not ask them to send the battery to the Fujifilm building. I asked if I can go to the retailer to collect myself, since they are closing at 6pm.
You totally missed my point, it's not about the battery. I spent 1k+ on this camera, why would i nickpick on a battery? It's their mistakes and handling of the customer that I am unhappy about. I spent about 3 hours to travel to/fro, and waited at their counter, all because their mistakes despite me calling in twice to confirm that I am coming down on the same day to collect. Now you tell me, who's in the wrong?
It seems that the frontline staff could be a new staff or contract staff who may not have handled this well.
On the side note, this is a true fact that the NP-95 battery is always out of stocks. Even if you visit some of the regular stores in Funan you will find that some stores may not have the original NP-95 in stock.
When i went down to collect my free gifts when bought my X100S first batch, they were out of stocks too. The service staff was very nice to call their marketing department to check, though the registry of names who came to collect the free gifts showed that there were at least 20 of them before me who came and left without the battery (we all collected the drybox, cleaning kit only).
I told them it is too far to drive down to their building and suggested that i pick it up from my regular store since i know one of the sales staff very well at Funan. They asked for the sales staff name of my regular store and they agree to send down when stocks arrived.
The next day, i went to my regular store and checked with the sales staff that i know. He explained that they cant give me their own stock because of their own stock control, which is not Fuji's fault, though the Fuji marketing staff is willing to replace the funan store when their stocks arrived.
So waited for 2 weeks and the store finally called me to collect at Funan.
Not the best in service recovery, definitely not the best in service standards. But to me, i am just buying a camera, and the service centre is not part of the package (hopefully no need to go down within warranty period). Just enjoy the camera or boycott by not buying Fuji product in the future? Dont think this thread will make any differences in the buying decisions of other potential buyers though.
Life is short. Lets move on.
On the side note, this is a true fact that the NP-95 battery is always out of stocks. Even if you visit some of the regular stores in Funan you will find that some stores may not have the original NP-95 in stock.
When i went down to collect my free gifts when bought my X100S first batch, they were out of stocks too. The service staff was very nice to call their marketing department to check, though the registry of names who came to collect the free gifts showed that there were at least 20 of them before me who came and left without the battery (we all collected the drybox, cleaning kit only).
I told them it is too far to drive down to their building and suggested that i pick it up from my regular store since i know one of the sales staff very well at Funan. They asked for the sales staff name of my regular store and they agree to send down when stocks arrived.
The next day, i went to my regular store and checked with the sales staff that i know. He explained that they cant give me their own stock because of their own stock control, which is not Fuji's fault, though the Fuji marketing staff is willing to replace the funan store when their stocks arrived.
So waited for 2 weeks and the store finally called me to collect at Funan.
Not the best in service recovery, definitely not the best in service standards. But to me, i am just buying a camera, and the service centre is not part of the package (hopefully no need to go down within warranty period). Just enjoy the camera or boycott by not buying Fuji product in the future? Dont think this thread will make any differences in the buying decisions of other potential buyers though.
Life is short. Lets move on.
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detritus
Senior Member
after reading the previous posts, i am of the opinion that it is not entirely the company's fault as well...
it was a new promotion, the retailer gave u incomplete info that caused u to go on a wild goose chase, u went down to their office before instructions had been disseminated and stocks made ready (something that should have been made clear to u over the phone, but which unfortunately, was not - their fault), and then u kicked up a big hoo-haa and made life difficult for the staff there with requests that cannot be fulfilled (something we should all reflect on?).
thereafter, one of them had to work OT to try to settle the problem for you and offered u the demo set battery, but u had already left. (unfortunate for both parties, but i think u got the better end of the deal - why take a used battery over a brand new one?)
instead of seeing the whole chain of events and how their staff seemed to have done everything they could for u, and just making plans to redeem the free gift at another time, u then go home and log into clubsnap to complain... (hmmm... what should we make of that? :dunno
what happened was unfortunate and frustrating cos u wasted time and petrol to go down for nothing. but i seriously do not think that u have been unjustly treated or abused by the company. it was a c0ck-up, plain and simple. i am sure that they must have exhausted themselves saying "I am sorry" when u were there so there is really no reason for u to get so pek chek. it does make it seem that after spending 1k+ on the camera, you ARE nitpicking on the free battery.
peace man. enjoy your new camera and take beautiful pictures. :thumbsup:
TS, certainly a cautionary tale to everyone to call up before heading down.
I feel your frustration.
Fault or no fault, some mis-communication along the chain meant that someone wasted precious time to go down and return empty handled.
I feel your frustration.
Fault or no fault, some mis-communication along the chain meant that someone wasted precious time to go down and return empty handled.
silver blade
Member
I feel it is ok for TS to share his experience here so that potential buyer will know what they may getting themselves into (and adjust their expectation accordingly), do more research & make an informed choice. While I do my research, I usually look for both the good & bad. From there, I will decide from there.
In this incident, I feel Fuji Singapore can surely do better in damage control. It is after all their duty that their retailers are kept abreast of their promotion details so they can help Fuji Singapore provide accurate info to their customers. A more appropriate approach would be for Fuji Singapore to give TS a 'goodwill compensation' eg. a complimentary cleaning kit, etc...something inexpensive b'cos afterall it was not TS's fault (he has done his due diligence). After that, they can 'settle' the issue internally with their frontline staff & retailers.
I hope small unpleasant incident will not distract TS from enjoying his new cam.
In this incident, I feel Fuji Singapore can surely do better in damage control. It is after all their duty that their retailers are kept abreast of their promotion details so they can help Fuji Singapore provide accurate info to their customers. A more appropriate approach would be for Fuji Singapore to give TS a 'goodwill compensation' eg. a complimentary cleaning kit, etc...something inexpensive b'cos afterall it was not TS's fault (he has done his due diligence). After that, they can 'settle' the issue internally with their frontline staff & retailers.
I hope small unpleasant incident will not distract TS from enjoying his new cam.
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errr... he did call up before heading down...
I think the only way he could have avoided this is NOT to call up before heading down and rather check fujifilm website or printed promo materials. The redemption date was printed out but TS decided to call up and check....
True, the counter person will not know the sales management running any promotion. I had encounter many jobs that their internal always fuxx higher management for not informing them and get scolded by customers. It always like this. Especially ext. warrenty. tech ppl will also blur when they find out there is 3 years warrenty instead of 1 year. ( Laptop) LOL.. big company also got this issue.
That why long ago, I stop doing front line job. Hope those management will do the front line job . But i was dreaming because those manager will not come down to face music. So the problem will be there on and off
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