S2 going in for repair

[jhawk1000]

Linda pointed out to me that I have several dead pixels in my S2. She counted 5 or 6 and made a map of them to send to Fuji. In addition, I have been having problems with the focus of the S2 with longer lenses. The focus seems to be just a little in front of the subject. If I manually focus, it seems okay. Many of my shots in RMNP are just a hair short of being in perfect focus while the shots with the D1 and 300mm 2.8 with or without converters seem to be dead on sharp. Therefore, I am packing up the S2 to send to Fuji. If you have sent yours in for repair, where did you send it? How fast is the return?
Thanks.

Mel

[Carlton]

Mel,
I sent mine to N.J. a few months ago for pixel mapping and they had it back within one week. If you tell them you use it for Pro work, it goes in the express lane. Best way to send is 1 or 2 day air and they will send it back the same way. With the focus issue, it may take a little longer.

[Marcel F]

Mel ,

been there before , brand new S2 with 8 dead pixel.

I called Fuji and sent it to NJ.
Very fast service , about one week and very good result ..

You need to send your bare camera , w/o batteries ....

Regards

Marcel

PS : what was surprising is that using the Fuji EX raw converter , I was able to locate the pixel , 7 dead , one hot (red) , but when processing the same raw file with Photoshop CS , the dead pixel were not visible ...

[Linda G]

Originally posted by Marcel F

PS : what was surprising is that using the Fuji EX raw converter , I was able to locate the pixel , 7 dead , one hot (red) , but when processing the same raw file with Photoshop CS , the dead pixel were not visible ...

I find that very interesting. What's going on, anyone have ideas? Is Photoshop correcting them or is it not as precise as the crappy, Fuji program? Hmmmmm.....

[Marcel F]

Linda ,

yes that was surprising .. Basically I took a picture with the cap on , raw ( Manual 10 second ).
Then process this RAF file with EX save it in TIFF format .
Open CS , load the file and look at it in "Actual Pixel" view .
At this point you can inverse the image , so white becomes black and quickly find the dead pixel ...

With CS , nothing .. complete white page

So that tell me that the "crappy" EX does a better job in handling the picture as far detail is concerned . I like so much the CS workflow ... but keep processing my RAF with EX ..

It is not scientific ..

Linda , you should try it with Mel camera ... and see if you can duplicate this experiment.

The test was done on a MAC , OSX

Regards

Marcel

[Linda G]

Can't, no photoshop cs here



yet

[Marcel F]

:o

[seanmcclain]

Mel,

I don't know if you've sent your cam yet, but they do offer loaners. I have one now. It's a very nice service for me since this is my only digital SLR. I have sent my cam in twice. Once for hot pixels that were present from new. The second time to have Fuji look at patterned lines on high iso shots.

See http://www.theswampbbs.com/forums/showthread.php?s=&threadid=2961

I sent to Edison, NJ.

[jhawk1000]

An update on Fuji Repair:

Sent the camera in 2 day air 2 and 1/2 weeks ago. Enclosed a dead pixel map printed out, all my warranty material, letter explaining the problems (focus also). Was in Edison 2 weeks ago yesterday. Got a reply by mail one week ago yesterday. No camera, no other word and it will be three weeks soon. I even gave them my Fuji Pro number and told them I used it for my work as photographer for the Bar Association magazine. Sent it to Ediso, NJ.

I am not real happy with the service and the lack of communication. Nikon has a toll free number you can call to check on progress of repairs and I have been unable to find any for Fuji.

Mel

Will keep everyone posted.

[petej]

Mel --i had a few pixels playing up on my ccd-- for me in the uk the service was excelent-- i sent the camera to fuji on the monday and it was back in my hands (new ccd and full check over) on wed morn by 9am--- i wish you luck with yours but thought i would post to show not all fuji service is bad.

Good luck

[sandman]

Sorry to hear of your troubles Mel. but just to second what Pete says about Fuji U.K. i sent back both my S2 and S7000, and received them both back repaired within a week, also bought cleaning fluid and the EX converter, again 2 days delivery from the day of ordering.
Does'nt help you i know , but to all U.K. members , Fuji U.K . has given me a first class service so far.

Brian

[Linda G]

Hmm....We get free Ex, you get excellent service. Have we been bought off?

[Marcel F]

I feel sorry .. ,

I got free EX and excellent service from Edison NJ . One week return , with great result ..
Solution ? go to the closest Photo store , get the name and Phone number of the Area Rep and ...

Hope that you will get your Camera soon ..

Regards

Marcel

[seanmcclain]

Mel,

Edison does have a toll free number (see below). And in my opinion, you HAVE to call them. Once you get them on the phone you can talk directly to the tech who is working on your camera. If you don't call it seems like any written material or CD's you send along are kind of ignored. I sent my cam in for a color banding problem along with a very nice CD of images organized on an html page, etc. After a few weeks I got a little note in the mail that said it was "underexposing images". I called right away. I talked to the tech who had my cam. He looked at the sample images I sent on a CD. He agreed there was a problem and sent me a new cam. No more questions. I just got it Friday. It doesn't seem to have color banding.

You can call 800-659-3854. They will put you in touch with the tech.

If you use the service again call ahead for a loaner. The service is very good. They'll give you a loaner to use for free while your cam is in for warranty service. I think it's $20 a day for non-warranty service.

I've had cams into Nikon NY many times and this doesn't seem any worse to me. They don't initiate dialogue but they'll talk to you once you're on the phone. Good luck. Call on Monday!

Sean

[jhawk1000]

Thanks a lot for the number. A monday call is in order.

Mel

[snapshot69II]

Not to sound too dumb, how do you know if you have any dead or hot pixels?

Is it easy to spot or a long drawn out process?

If I have a dead pixel or more how expensive is it to get fixed?

[Linda G]

Could not tell you how much it is to get repaired, but I can tell you how to find them, I learned on this forum.

Put your camera on manual exposure and focus. Place the lens cap on and release the shutter. Take the image into your image editing program and magnify. If you see anythhing besides black, you have a hot/dead pixel. Now, take another picture you've had and layer it on top of the black one and see if you can spot the pixel in the old image in the same place.

That's how I spotted Mels, by retouching an image he'd taken and finding what I thought was dust on someone's face. I then took another image taken at the same time, layered them and lowered the opacity and found the spot in the same place. When I checked with the lens cap method, I found up to 8 of them, spread throughout the sensor. :( Too bad to ignore!

[seanmcclain]

Mel,

I wouldn't worry about hot pixels too much unless you...
1. Are close to the end of your warranty period and you'd like to get them mapped out for free.
2. Find that hot pixels are showing up in your prints (or you're cloning them out of prints).

Every CCD has hot and dead pixels. It may be more trouble than its worth to lose your camera for a few weeks if you aren't spending time cloning the hot pixels out of images. All Fuji will do is tell the software in the camera to assign a value to the hot/dead pixel that is equal to the average of all the neighboring pixel values. This is the same thing cloning in PS does. There are some good strings on detailed methods to find hot pixels in the archives. Try searching for pixel.

My advice is: If you're not spending time cleaning them up in PS don't worry about it.

I would guess it's around $100 to get pixels mapped and a factory clean and lube job if you're past your warranty period.

[Linda G]

Sean,


He's already sent the camera in, it was nearing the end of the warranty period but what really concerned me was the addition of MORE bad pixels in a month's time frame. I originally mapped out 4 and when he decided to send it in, remapped them and found at least 7 more! They were multiplying. He also had the soft focus issue so it needed to go in.

[petej]

Sean-- fuji uk told me they would map the "hot" pixels out when i rang them to tell them of the problem ,but when they received the camera they replaced the ccd so maybe some of them cannot be removed like that.

Linda--EX list price in the uk is around £129.00 say $225.00 us so i guess we are paying for the service!

Hope all is well soon Mel

[seanmcclain]

Linda,

I didn't mean to address that last statement to you or Mel. I don't know how I got Mel's name in there. Brain not functioning. Must need caffein! Sorry about that. :D
I meant to address it to snapshot69II. If anyone's spending time clonging hot pixels out, I agree they definitely should be addressed in the camera. If they don't bother you why worry.

I've had bad experiences with hot pixels so far too. I got my cam in August 2003 and found two very hot pixels that were bad enough to show up in prints within a week! I was a little upset. I did a lens cap test and pulled levels up a bit to find seven easily identifiable ones. I sent it to Fuji to get them fixed. They mapped them out.

I hate hearing stories about the number of hot pixels increasing over time, and I really hate hearing about soft focus. I miss my F3. I sure wish Fuji could have made a digital back to go on my 35mm film cam! Oh well. I don't miss the darkroom one bit!

pete,

I really really really hate to hear about CCD replacements! How much is this going to cost me when my warranty is up!? The only reason I can think of that would cause them to not have the ability to map out pixels is if they have a limited number of memory locations for pixels to be mapped out, or a quality policy that limits the number they can map out. How many hot pixels did you have?

[jhawk1000]

I called Fuji Repair today. Thanks for the direct number. After being on hold for just a few minutes, a lady answered, asked for my zip code and name and told me that the camera was here and was scheduled for return this week. I asked her if Fuji had noticed my request for rush service and my Pro membership and she was off the phone for a few minutes and told me that it was now marked rush. I suspect I will not see the camera this week and I also suspect that nothing had been done on the camera since she could not tell me anything about whether or not the problems had been fixed. I was not able to talk to the tech repairman with my camera and again from the tone of the conversation, I felt it was just sitting there and had not been touched yet.

I will update when further information becomes available. To be sure, I am not overly impressed with Fuji's service from Edison.

Mel

[Wichita Wayne]

You should have taken it to Bernie in Hesston (Pho-Tech). He would also have sent it to Fuji but they would have probably responded to him quicker. I know he is a certified Hasselblad and Nikon repairman and I would imagine he knows how to handle Fuji.

[jhawk1000]

I have had Bernie do most of my Nikon work in the past. He has worked wonders on a N90s and F5 but he is slow as molasses. Most of the repairs were in the neighborhood of 6-7 weeks. I found a repairman on the Nikon list I moderate in Canada and he is quicker, cheaper and keeps me informed of what is going on. No disrespect for Bernie as he is a top-notch Nikon repairman but I doubt seriously that I would have gained much driving it to Hesston as I have in the past, waited for Bernie to mail it to Fuji and then wait for Bernie to call for me to take a half day off to pick up the camera. It seems that I must have fallen through a crack and as was said on this list, I doubt that the repairman even took notice of the RUSH request and I suspect that the phone call today did nothing to speed up the repairs.

Mel

[seanmcclain]

If they don't get back to you I would keep calling and ask to talk to the tech. I've had my camera in to Edison twice. Once for hot pixels. Once for patterned noise. I talked to the tech both times. I even got both tech's names and extensions. (I'd give them to you but I don't think it will help since someone else may be working on your camera.) George and Bob worked on my camera.

I had to call Fuji to initiate the conversation both times. That is in spite of the fact that I sent (what I consider to be) a very nicely organized CD and a written letter that asked them to call me before proceeding with any repairs. I don't think they would have repaired my camera properly the second time if I hadn't called. According to the notification they sent me they planned to fix something that wasn't broken.

I agree it sounds like your camera hasn't been looked at yet. That doesn't mean you won't get to talk to a knowledgable person at some point. I think it's important that you make sure they understand your focus issue clearly before they repair and return the camera.

[petej]

By Sean
I really really really hate to hear about CCD replacements! How much is this going to cost me when my warranty is up!? The only reason I can think of that would cause them to not have the ability to map out pixels is if they have a limited number of memory locations for pixels to be mapped out, or a quality policy that limits the number they can map out. How many hot pixels did you have?
Hi Sean
The number of dead pixels on my camera was 8 -- i dont know why they replaced the ccd maybe it was just good customer service not sure-- the hot pixels had been there for about 6 months and were not a major problem but as the warranty was about to run out i thought i would send it in .

[Wichita Wayne]

We usually have Bernie fix our Hasselblads and we have about 10 of the things so the wait is not a problem. Last time I was there I asked him about DSLR repairs and he told me that Nikon and Fuji had not started supporting warranty repair of the digital parts at independent repair shops. He would send the cameras to Nikon or Fuji the day he gets them and I bet Fuji would respond to his requests pretty quick. Moler's might have also been a good place to go because they call and inquire about repairs too. Even with that I have had repairs finished and returned within two weeks up to 8 weeks. The 8 weeks was for a 2000 F/C Hasselblad repair that went to Hasselblad for a shutter replacement. Hasselblad did however let Bernie know what was going on and how long it would take to get the parts and do the repair.

Pete and Sean, every digital camera might have some dead or hot pixels that are mapped out. There is probably a maximum allowable number that they will allow before they replace the CCD. The repair person can probably read the bad pixel list and make the judgment about the necessary repair. It costs $1,700 to replace the CCD, which probably means that they replace the entire digital back.

Things will be a lot nicer when they break the paradigm of adapting digital backs to existing 35mm cameras. Olympus has the right idea, but they might not be able to pull it off in the marketplace. The Ground up digital Canons and Nikons don't really look like they were designed from the ground up. The medium format design (with removable backs) seems to be better adapted to digital. Hasselblad and Mamiya are probably going to lead the pro digital world if they can get the price down and loose the tether on their digital backs. Rumor also has it that the Nikon F6 will look like a small MF camera and will accept both film and digital backs, but who knows. The more things change the more they stay the same. The next five years should be very interesting.

[LAH]

I’ve only had my S2 for a couple of weeks and then I read this thread and start to wonder. In the past with my Nikons I really haven’t had problems, if I had to send something in I called and asked for a loner from NPS, it was shipped as mine was going in and there wasn’t a problem with keeping it until I had the other one back.

So does Fuji have a pro service something like Nikon’s? Or is it just a matter of contacting them before you send the camera in and asking for a loaner? This stuff is all good to know before a problem shows up.

[jhawk1000]

Camera arrived early this morning by overnight Fed Ex. Batteried up, card in slot, a couple of shots taken and I think it is good. Will let you know after I use it a bit.

Mel

[jhawk1000]

The saga continues-----

Linda, being very cautious, did another mapping of the pixels and guess what---still dead!!!

When I received the box this morning from Fuji I looked at the enclosed documents and could not tell that anything had been done since there was no correspondence or marks that any fix had been done.

I then called Fuji in Edison and got in touch with the service rep who got in touch with the repairman who apologized but was honest and passed on the word that NOTHING had been repaired or checked on my camera. Someone had taken it from the repair man's desk and just shipped it back. Now I must say that this is a little hard to believe since the camera was all shined up and all dust, etc was gone and an inspection sticker was on the plastic wrap.

They then asked for a mapping of the dead pixels which HAD been enclosed originally along with my request for rush service. They gave me the Fed Ex number to use to ship back and will arrange a loaner for me. I will wait until I get the loaner back to ship mine back again. I had the distinct feeling when I called Monday that nothing had been done and I suspect the rush order over rode the repair order.

We will enclose a CD with the mapping of the pixels, a picture of the focus softness, and see what happens. Needless to say, I am not very happy with this service and if the camera is not repaired on the second go around, Linda might just have a second S2 she can mess around with and I will go back to Nikon.
Very frustrating. I can see me sending a document needing revision back to a client with no revisions or even worse, seeing the petition for malpractice hit my office with me as a defendant later on.

Off the soap box now but I thought you need to know that this happens and that from now on, I will certainly check more often.

So the bottom line is:

$25.00 shipping to Edison

3 weeks and 3 days for a return of the camera without repairs and without any documentation showing that it had even been looked at except some notes at the bottom in handwriting that appeared to say that it had been checked and returned repaired.

A phone call of over 15 minutes to Edison.

A need for a follow up call to Edison on Monday to arrange for a loaner.

Repacking for return to Edison at their expense,

and God only knows how much more time to get a repaired camera back.

Mel

Mel

[jhawk1000]

To clarify a point, the camera did have a universal form that did show that something had been done but no letter or explanation if a focus problem existed or exposure erraticness had been checked.

Mel

[critter]

Man what a hasstle Mel. I have been thinking of sending my camera in as well to have it cleaned up and looked over since I have an extended warranty on it but this is making me rethink that idea. I have no idea whether some of my pics problems are due to an inherent problem in my camera or user error. I don't really have the time to do all the scientific testing on my camera. I do know that I do have some erratic exposure problems and focus problems at times but I just bracket the crap out of every shot. I know it isn't my glass, I have nothing but high quality lenses IMHO. At lenses that the general S2 public recognizes as working well with the camera.

Tony

[jhawk1000]

More news on the repair front.

I was told that I would get a phone call from repair on monday and none came so I called late in the afternoon and talked to the same guy I had previously talked to. He remembered our conversation after some refreshing and put me on hold and told me that the repairman did not have a loaner now but would have the first one in on Tuesday (today) and that the repairman would email me later on Monday with instructions. No email so at about 1:30 I called and went directly to the repairman since I had been given his extension. I explained the problem and it was obvious that this was the first the repairman had heard of me or my problem. After giving him the serial number he said, "It looks like your camera has been in for repair earlier". I explained what the first guy had said about nothing being done and an error caused the camera to be sent back with nothing done. Repairman sounded a little surprised but after re-explaining the problems, we were able to talk on the same playing field, so to speak. I told him that I thought it was funny that a non-repaired camera had a quality control sticker on it.

I then told him that the other man had said that I could get a loaner and again the repairman seemed surprised and told me that since the S3 had been announced, the S2 was jumping off the shelves and the inventory on S2s for loan was really bad and that even getting a new S2 could be problematic. He then told me to overnight the camera to his attention and to call when I checked to see that the parcel had arrived and he would walk down and get it and either repair it or replace it with an exchange new one, if he could get one. He again gave me the Fed Ex number to charge the shipping to Fuji. The camera went out tonight to be there tomorrow morning and I have a tracking number hot in my hands.

I did tell him that I had sent a full letter of explanation of the problems, a pixel map showing the bad sectors and my Fuji Pro Net number but he did not see them and asked for anything showing the pixels. Linda did a CD with explanation to send along.

It has been 4 weeks since I first sent the camera in. Thusfar, nothing meaningful has been done except to ship it in, wait, get it back, call several times, ship it back and hope. I sincerely do not think this is normal service. Linda is upset since she feels it reflects badly on one of her suppliers and her employer who is a Fuji ProNet dealer and Fuji Processor and Printer. I will let you know IF and when this is resolved. I must echo the thoughts of others on this thread----"Send the camera in, call when it gets in and talk to the repair person". This talking, wait on hold, having someone then tell me what someone else supposedly said has taken a big toll on me and my enjoyment of the camera.

Mel

[seanmcclain]

Mel,

It sounds like you're starting to get somewhere. If you want, you can call the guy who loans cameras directly x3249. His name is Dan Scarola. He can email you a form that you need to fill out to get a loaner. If you contact him directly he will probably get you a loaner as soon as one is available. I know they are at a premium.

Sean

[jhawk1000]

Camera came back from repair overnight express this morning with the repairman's card on the plastic bag. Have not had a chance to really put it through it's paces and have not checked the pixels but the repair order said it was repaired. Focus seems to be a little sharper with the problematic 300mm 2.8. As soon as I check it out on a tripod, I will let you know.

Mel

PS I think that the loaner situation is in flux now since there are no S2s in stock and they have to wait until one is returned. The repairman said it would possibly be problematic to replace mine if it was really bad since they have little if no stock of S2s now. Sounds to me as if the S2 is on the way out but I was assured it was because of increased demand.

[Wichita Wayne]

They cut the price and then ran out of inventory. It will probably take months for the market to reach stability again. At least they know that they will sell them all, but it sure does not help the consummer that is looking for one and would have paid the old price.