Sunset Electronics - My story of a Cracked Lens and Cracked Customer Service
|My collection of FujiFilm Cameras|
Our first class customer service is ready to solve your problems
I took a few photos of little events in town, but I used my older camera (the HS20) to do my non-essential shooting since I wanted to protect the HS50 for my freelance photography gigs. I had no issues with the quality, I really, really like the brand and how easy it is to get great shots and be professional without spending a mint on gear (the lens and body are one piece).
So, although my wife bought this at the end of January and here it was May, I thought I'd contact Sunset Electronics because I was sure they'd do the right thing and replace the camera. My wife contacted them through her Amazon account since she was the one who ordered it.
So just to be clear the lens is the issue not the actual camera correct?
|A clip of the photo where I noticed the "sunspot"|
|Me pointing to the camera|
|The crack is in the middle|
Unfortunately our return policy is only good for 30 days after you receive the camera. I don't mean to sound rude, but whats to prevent a customer (not you) from dropping their camera and then trying to return it well after the 30 days? I do feel bad but my hands are tied. it puts me in a very tough position. You should try contacting FujiFilm and see what your options are. If you would have told me this a week after you received it, I would be more than glad to sends a replacement. I'm sorry I couldn't do more to help you.
"I don't mean to sound rude, but whats to prevent a customer (not you) from dropping their camera and then trying to return it well after the 30 days?"
Because I am a fair person and I'm looking for a replacement camera for a camera that was never dropped and never damaged once it got to me... and since I didn't think about checking the center of the lens on the camera (because I assumed I was getting a brand new camera) I'm now stuck having gotten a $400 gift from my wife for my birthday that I can't use.
Steve, I'm not the guy that's trying to take you for your money or slip one by you. I'm a person who tries to make a little extra money on the side doing freelance photography... I am the communications chair of my church... I put on charity concerts... I'm not trying to pull the wool over your eyes.
I'm perfectly certain that you were not aware the camera was damaged when I received it.... the box was sealed... but I assure you... the crack was not caused by me and was there when I first began using the camera (recalling what I thought was odd "sun spots" that I attributed to the angle... it was the crack)
If you choose to help me out with this issue (I know it's a choice and I'd appreciate it if you would say yes... (and I know as soon as you see the crack you will know it couldn't have been caused by me... and you'll also see how easily it could have been missed).. I'm sure your contact with Fuji whom you order the cameras will be happy to replace the damaged piece.
If you are not interested in helping, perhaps you could give me a good contact at FujiFilm who might be able to assist me.
I know you hold the cards.. you can make the choice.. and you have the ability to help me if you choose to do so. I hope you will.
Ok I read your message and showed my manager. He wants to know if the scratch is on the outside of the lens or inside the lens?
It is directly in the center of the lens. After running my finger over it... seems that it's a crack on the surface.
Still.. it's never been dropped or manhandled... so it must have been there from the beginning. I've owned 5 Fujifilm cameras over the last decade and have never had any issue with them.
Just making sure.. you did get the images I attached with the previous e-mail, correct?
Hope you can help.
If you'd like to take this off the Amazon page, please feel free to e-mail me at [e-mail address removed] or call me at [phone number removed].
I'd love to get this solved before my next shoot. I've got some graduation photos scheduled in late May.
I will discuss this with my manager. And yes I did receive the photos and showed him.
I've not heard back from you on this. Really, I'd love some closure to the matter.
Last I heard from you was almost 3 weeks ago.
I was reminded about the crack yesterday while shooting the Memorial Day Service in town.
My favorite shot of the morning was ruined (for me) by the lens crack.
Please let me know if you are willing/able to do replace this camera.
I hope you do.
You are covered through the fujifilm warranty. Please contact them and they will be able to help you as this is 2 months past the 30 day returns period.
I've been going back and forth with "Steve" for the last month.
I don't know if you know or are privy to the larger story.
Was hoping to get this taken care of with the store I bought it... not the manufacturer. If I do need to go through the manufacturer, please supply me with the contact information.
I will use this e-mail exchange to drive my case home, as it's been ongoing.
- Sean Claes
(______ husband / she gave me this camera for my birthday this year)
Toll free: 888-424-FUJI (3854)
This has gotten fairly ridiculous.
This is Sean Claes... the recipient of the camera as a present. I'm writing from my wife's account (who bought it for me).
Fact - The camera was received with a crack in the middle of the lens.
I've sent photos. you have seen them.
I have never dropped the camera... and the crack is so small that I didn't notice it existed until I was shooting a family (I'm a freelance photographer) and the images came back ruined because of the way the sun reflected off the break. It only happens in certain angles when it hits the sun right.
I talked to Steve... it's been 3-4 weeks now.
I replied asking for an update. Adam replied with a generic "can't help you"
Then he replied with a "you need to call Fuji"
I called Fuji. They are going to charge me to fix it and said you should have taken care of it when I explained the situation.
I'm losing my patience.
I've been accused of trying to rip you off.
I've been accused of breaking the camera myself.
I've been brushed off to the larger company... who volleyed the ball back to you.
I'm a very patient person... but this needs to be solved.
I need to send the Fujifilm FinePix HS50EXR Digital Camera back to you.
You can take care of it from there... and deal with FujiFilm because a sealed box was OBVIOUSLY their issue to begin with...
I know you can send it back as damaged... and not have an issue.
You have every ability to send me a new undamaged camera.
If you have any issue with this....I need to talk to an actual manager.
- Sean Claes
Make this right. I've got my wife who feels horrible that she gave me a $400 camera for my birthday that was damaged from the factory that I can't use.. and am getting the runaround.
You only contacted us, May 5th (4 months later). I apologize we cannot take back the product.
If you want to be technical.. it’s been 3 months… Received in February… then March (month 1) April (month 2) and May (month 3). But that’s not what this is about.
You have sent me a faulty product. When I noticed it, I contacted you.
Order # [number removed]
I have explained myself well, and you have understood that I'm not trying to pull a fast one over on you.
I intend to make sure as many people as possible know what you have decided to do in light of me being upfront, honest and just wanting to get a product my wife paid for and gave me as a gift that works.
You have sent me a $459.99 useless product.
Make it right.
Here's my first review.
I promise to be fair and only include the actual conversations we've had....and my understanding of what "Customer Service" actually means to you. The last reply you have me didn't even have a name for clarity.
Make it right, please.
- Sean Claes
[phone number removed]
Please reply to [e-mail address removed] as I don't check [e-mail address removed] any longer.
- Sunset Electronics sent me a faulty product.
- I contacted them as soon as I noticed.
- They had the opportunity (and duty if their “About” section I quoted from their Amazon page) to make this right.
- Sunset Electronics is NOT BBB Accredited (but they have had 6 complaints filed against them and they have failed to respond to 4. - Link to BBB Page
- Sunset Electronics has a Facebook page (Since 1/31/13) that has only 5 likes (one of them me to bookmark for this blog… there will be 4 soon) and seems to never have been used – Link to Facebook
- Apparently in March 2014, Some guy by the name of Jeff Snyder was fairly upset with dealing with Sunset Electronics. He posted a YouTube video about it. https://www.youtube.com/watch?v=9OUxFe7yQzg
- Sunset Electronics has a Webpage that I get “access denied” when I try to click the link. http://www.sunset-electronics.com/
- Sunset Electronics (as of June 3) had a “4.7 star” rating on Amazon.com BUT at Yelp, they have two 1 star reviews.. and that’s it – Link to Yelp
- Sunset Electronics has made people unhappy enough to publish complaints on a site called “The Ripoff Report.” – Link to Sunset Electronics Ripoff Report Page
They still have the chance to make this right.
Sunset Electronics has never, not once, in no way tried to contact me and make this right. I stand by everything I said about them.
In June 2014 I posted a Amazon.com Review - here.
Within hours, FijiFilm contacted me and offered to make it right.
They mentioned that Sunset Electronics was not an official reseller as well. That might mean is someone tries to register for warranty work with the maker of the camera, it might me considered a "Grey Market" camera and will be denied.
Anyhow...I worked with FujiFilm and they, for the price of shipping and handling to their North America repair facility (Digital Camera Service & Support), fixed the camera...and offered to take a look at 2 of my other cameras to see if they could be fixed as well (the S9000s I have... unfortunately they weren't fixable).
BIG Thanks to Dan Scarola, National Manager w/ Fujifilm North America Inc. for taking such good care of this situation.
Unless Sunset Electronics steps up and acknowledges me, this will be the final update.