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Fujitsu America Inc

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No help from Fujitsu for failed system.
Posted by on
Rating: 1/51
NEW JERSEY -- January 2010 I paid $13K to have a ductless system installed in my 100 year old home. The 25 years old furnace had reached the end of it's life. And a ductless system seemed to be the best solution to get heat & air to the upstairs bedrooms. The Contractor was on Fujitsu site as a certified installer.

The installation looked bad. The neighbors asked when the Contractor was going to finish. There were black hoses running all over the outside of the house and instead of rising the value of the home it dropped it several thousand. If and when I get ready to do the kitchen remodel I will have to hire someone to move the heat pump. It's installed so far from the weather head and electrical panel it is in the area I want a bump-out. The owner of the company agreed it looked bad and covered part of the hoses with some gutter looking material. I asked him if there was anything I need to know about servicing the system and he told me to just clean the filters like it said in the owners manual.

January 2011 the system quit working. The service call was over $600 dollars. The Contractor said it was my fault the system quit working because I didn't clean the filters as often as I should. So it was owners fault that the unit quit and I had to pay the bill. Because of the dogs, cats & birds I wasn't cleaning the filters as often as I should. I switched from the Mfgs. manual suggested time of every three months to every month.

January 2012 the system quit working again. When I called for a service call they handed me an estimate for fixing the system for about $1,500. I didn't clean the filters often enough and I had damaged another filter that the homeowner can't reach or clean in the system. I had also damaged the hoses outside the house. Neat trick since they run up & over the second floor window. I also ruined the system by having the wood stove burning while the unit was on heat.

I used the wood stove & milk-house heaters for the rest of the winter. I contacted Fujitsu service center with the list from the Contractor for the repairs in May 2012. Fujitsu service said I could not have done the damages without access to the hoses and I would not have known about the other filter unless I was an installer. Using the wood stove would not damage the system, It would only come on when the temperature dropped below the heat setting. Fujitsu suggested I contact another certified installer.

I contacted another installer and he came to the house and checked the system while talking to Fujitsu service center. He worked on the system several days and couldn't get it to work. He said the original installer did not install the system according to manufacturer's instructions. He talked with Fujitsu to see if they would help with the cost of fixing the system so it would work. They would not. They would rather have me tell everyone how crappy their system is and not to install it.

FYI: The original Contractor is still listed as a Certified installer on Fujitsu's web site. If you can't have a system installed correctly by a listed contractor you only have one choice,.... use Mitsubishi!

I now have a $15,000 chunk of crappy looking useless sh** hanging from my house that I'm still paying for. DO NOT INSTALL FUJITSU!!!



     
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User Replies:

trmn8r on 2012-10-06:
The main problem appears to be the installer, but Fujitsu needs some serious improvement in their certification of installers based on your complaint.
Bill on 2012-10-06:
Document your case, find a lawyer and take the original installer to court.
That's the only way they are going to learn.
Jeff on 2013-05-16:
Did you take the low bid ???????
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Fujitsu does not even acknowledge complaints
Posted by on
FAIRFIELD, NEW JERSEY -- Here’s our experience after my wife and I purchased a Fujitsu mini-split (combination air conditioning and heating unit, #23RLQ) from an authorized Fujitsu dealer in 2008. We paid slightly over $2,000 for the unit, plus $368.32 to an electrician and $600 to a Fujitsu-trained technician to install it.
At first it ran great, although we didn’t use it often. In November, 2010, it started working intermittently and flashed an error code. Despite numerous repair attempts by a technician from an authorized Fujitsu repair facility, it stopped working altogether in the spring of 2011. We were advised by the facility that the unit was not repairable and that we should work directly with Fujitsu for a solution.
Since then we have tried to contact Fujitsu twice, first on June 7, 2011, by mailing and emailing a letter to its customer service department, and then on June 25 by writing directly to the president of the company. The response has been a resounding silence. Although we furnished our telephone numbers, mailing address, and email address, Fujitsu has not used any of them to even acknowledge our letters.
Meanwhile our $3,000 Fujitsu unit is still mounted on the wall, still flashing the same error code, but is totally useless. In fact, it will cost us money just to remove it.
I should point out that we did not make any unreasonable demands upon Fujitsu. Although the warranty that came with it has not fully expired (the compressor was warranted for five years), we are not demanding a free replacement unit. But we believe any reputable company should be willing to work with its customers to repair problems that are obviously only repairable by the company itself (by interpreting the error codes they built into the unit).
We are still hoping to hear from Fujitsu and get our expensive air conditioner/heating unit fixed. But until then, take this as a warning. If you buy a Fujitsu unit and have trouble with it, don’t expect any help from the company.
     
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trmn8r on 2011-08-20:
Mini-splits are high tech, and clever. I'd like to install one myself.

Being high tech, support is critical when something goes wrong.

Have you tried any phone calls?
U.S. Headquarters
Fujitsu General America, Inc.
353 Route 46 West
Fairfield, NJ 07004

Telephone Contact Numbers:
Toll Free: (888) 888-3424
Local (NJ): (973) 575-0380
Main Fax: (973) 575-2194

Email: hvac@fujitsugeneral.com

Service Department:
Toll Free Service Hotline: (866) 952-8324
Local Service Hotline: (973) 575-0381
Service Fax: (973) 836-0449
Tech Support Email:
servicehvac@fujitsugeneral.com
Technical Support is available from 8AM - 8PM EST.
Anonymous on 2011-08-21:
I'm not sure what writing will necessarily do. Direct contact is many times better and can be achieved with the numbers trmn8r has supplied.

Although, I wouldn't necessarily expect them to cover any of the costs. That is what warranties are for and even you admit that only the compressor is currently under guarantee.

Best of luck.
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Fujitsu comes through ... finally!
Posted by on
FAIRFIELD, NEW JERSEY -- In August, 2011, I filed a complaint about a Fujitsu mini-split combination air conditioning and heating unit, #23RLQ, that my wife and I had purchased in 2008. The unit worked fine for two and a half years, then started working intermittently and flashing an error code that our local Fujitsu dealer never could figure out.
Although I made repeated attempts, starting in June, 2011, to contact the company for help, and furnished our telephone numbers, mailing address, and email address, Fujitsu never responded in any way ... until I went online and started filing complaints.
Help was slow in coming, but finally on Sept. 20 I received a telephone call from the Rhode Island Fujitsu distributer saying he had been contacted by Fujitsu about the problem. Nearly a month later he called again to say our unit had been fixed by Fujitsu and was on its way back to Rhode Island. And finally, after several more telephone calls and emails, on Nov. 30, a local Fujitsu installer, accompanied by a manufacturer’s representative, showed up and installed the repaired unit.
We’ve used it a number of times since then, and the heating function works great, just as it did when we first got it. Of course, we won’t be able to test the air conditioning until late spring, but we are hopeful that it is really fixed for good.
I want to acknowledge that Fujitsu did come through, after some prodding, and we are very happy to have our Fujitsu mini-split back working again. I also want to thank this website for the valuable service it performs in helping folks like me who are struggling to get a defective consumer product fixed.
     
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Alain on 2011-12-24:
This is a great informative. Now and again, the consumer does get the service they deserve if they pursue a problem long enough. It would be nice if the companies would always be quick to back their products, but that's not what often happens in the real world. Thank you for sharing your experience with the rest of us!
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Faulty hard drive in 3 months
Posted by on
LAS VEGAS, NEVADA -- I bought a brand new 100 GB hard drive for my Fujitsu Laptop. I was being activated by Pres. Bush to go to Kuwait for this whole war on Terror. I wanted to have a hard drive big enough to put some movies on so I wouldn't get too bored over there. I even bought a waterproof/ dustproof pelican case to protect this laptop as it would be my primary means of entertainment. Within 3 months the hard drive crashed. I reformatted the hard drive several times and always got the blue screen of death. I put the old hard drive in the laptop and it worked fine. (I had to have a buddy ship it to me from the states) Then to confirm the brand new drive didn't work I put it into a separate enclosure to see if it would work as a portable drive. I reformatted it and it would not work. I slightly (and I mean slightly) bent a few connectors on the drive tacking it out of the external casing. I did not expect this to be a big deal as I knew it would need to be serviced by Fujitsu. Come to find out, they won't even test it. If it doesn't look perfect they say it won't pass their visual test to see if it is faulty. I don't see how they can tell if a drive is faulty by looking at it. I would think they would have to diagnose it. They have just screwed a military guy out of $100 bucks of hard earned money. I will never buy a Fujitsu product again. I have heard their reputation on warranty work before, but did not believe it. Buy from a company who stands behind their products instead. I have enclosed the letters from Fujitsu as proof to their policy.
Darren

Hi Darren,

Unfortunately, our product manager has declined my request due to the requirements for a replacement unit. We do a visual check for damage on all returned drives and our guidelines are outlined on our website at the following website: http://www.fujitsu.com/us/services/computing/storage/hdd/warranty/guide.html

Thank you,

Leslie
Fujitsu RMA Dept
Toll Free: 1-800-626-4686
Direct: 512-685-8519


----- Forwarded by Leslie /FLD/FCPA/Fujitsu on 07/18/2007 05:27 PM -----


To: "darren "
cc:
Subject: RE: RMA# CWR1137773_RDR# 20978Link


Hi Darren,

When drives are returned, we do a basic visual inspection and if there is any physical damage to the drive it is rejected. I will escalate your email below to the product manager to let them know of your frustration and see if they would be willing to make an exception. I will get back with you regarding their decision.

Thank you,

Leslie
Fujitsu RMA Dept
Toll Free: 1-800-626-4686
Direct: 512-685-8519




"darren "
07/18/2007 02:04 PM


To: us.Fujitsu.com
cc:
Subject: RE: RMA# CWR1137773_RDR# 20978



Hello,
I don't see why the connector would have anything to do with the drive not
working. This sounds like a bogus excuse to not honor your companies
warranty. The drive was installed in my Fujitsu Laptop and worked fine for
over 3 months. How could the connectors cause it to not after it is
installed in my laptop. I don't know what I would do with a broken worthless
hard drive. And the address is valid that I included except that it is an
APO AE address being that I am working hard in the war on terror and
stationed in Kuwait on an American base. I have been without my laptop due
to this drive not working. I believe I should get my personal equipment from
Dell like the government does. So if it is necessary to send it to me
instead of throwing it in the garbage you can send it to:

TSgt Darren

APO AE 09855


>From: Leslie
>To:
>Subject: RMA# CWR1137773_RDR# 20978
>Date: Wed, 18 Jul 2007 10:36:11 -0500
>
>Hi Darren,
>
>We received SN# NT01T6226SKC on RMA# CWR1137773 but the drive failed our
>visual inspection due to Connector damage. We will be unable to replace
>the unit due to this issue. We would like to ship this drive back to you
>but do not have a valid address to use. Please let us know where we should
>ship this drive.
>
>Thank you,
>
>Leslie
>Fujitsu RMA Dept
>Toll Free: 1-800-626-4686
>Direct: 512-685-8519
>
     
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Anonymous on 2007-07-19:
You should have got a toughbook.

http://www.panasonic.com/business/toughbook/df_test.asp

It is design to take abuse from harsh (dust, vibration, high temp.) working environment.
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Bad Customer Service
Posted by on
I have had my new Fujitsu Tablet PC for about 32 days now, and just had my first experience with Fujitsu customer service. I wasted much of my busy workday yesterday and got nowhere. I now regret that I bought from Fujitsu and am dreading the thought of being at their mercy for the next three years. It's too late to return it, so now I feel like a hostage.

I regret that I bought Fujitsu. As the owner of a small company, I buy several computers every year and have never felt this way. I really wish I had stayed with Dell and Toshiba, etc.
     
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Do not buy a Fujitsu Laptop
Posted by on
MEMPHIS, TENNESSEE -- Customer service is a joke. Computer failed from the start with a hardware problem, fought until replacement was given then screen failed year and half later. Poor product.
     
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Anonymous on 2007-10-10:
thank you,I will steer clear of Fujitsu
GWbiker on 2007-10-10:
Fujitsu may not be any better than Gateway, which gave me a host of hardware problems, once the warranty expired. I went back to Apple.
Anonymous on 2007-10-10:
I agree, stay away.
Good luck.
<;O)
tander on 2007-10-10:
I agree, not a good brand for a laptop!
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Reliable laptop
Posted by on
DETROIT, MICHIGAN -- I've owned my Fujitsu laptop for almost 2 years now. I use it constantly. It is on about 10 hours a day.... I lug it around everywhere. Drop it... kick it.... you name it... Well OK, maybe I don't kick it. But I've been quite impressed with it. Works pretty well for all it has been through.
     
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