- Report: #767622
Complaint Review: Fujitsu General America Inc. - Fairfield New Jersey
Reported By:
backupro -
Newport, Rhode Island, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Fujitsu General America Inc.
353 Route 46 West Fairfield, 07004 New Jersey, United States of America
Phone:
Web:
www.fujitsu-general.com
Categories:
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Fujitsu General America, Inc. Fujitsu does not even acknowledge complaints Fairfield, New Jersey
Heres 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 didnt 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, dont expect any help from the company.
At first it ran great, although we didnt 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, dont expect any help from the company.
1 Updates & Rebuttals
backupro
Newport,Rhode Island,
United States of America
Fujitsu comes through ... finally!
#2Author of original report
Thu, December 22, 2011
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 manufacturers representative, showed up and installed the repaired unit.
Weve 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 wont 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.
