Q1Which equipment is eligible for online warranty registration?
All equipment purchased through FUJIFILM BI Hong Kong's authorized resellers or eShop Pro that is not subject to meter-based charging.
Authorized resellers list: https://www.fujifilm.com/fbhk/en/contact/authorized-resellers
Q2What does the warranty service include?
After online warranty registration, FUJIFILM BI Hong Kong provides: Free telephone technical support for one year from the purchase date; On-site repair and inspection services during standard hours (Monday to Friday 9:00 am – 5:30 pm; Saturday 9:00 am – 1:00 pm; Closed on Sundays and public holidays); and Free replacement of parts (excluding human-induced damage). Consumables are not covered. Remote areas may incur additional charges.
Q3Can on-site repairs be arranged outside standard hours?
On-site services are only available during standard hours (Monday to Friday 9:00 am – 5:30 pm; Saturday 9:00 am – 1:00 pm; Closed on Sundays and public holidays). Requests for non-standard hours must be approved by our customer service center. If approved, a holiday service surcharge will apply. Details are available upon inquiry.
Q4How to register warranty for new equipment?
After purchase, register via eShop Pro by entering equipment details, uploading a valid purchase receipt, selecting "I have reviewed the terms and conditions", and clicking "Submit". Please click here for warranty registration.
Q5What information is required for online warranty registration?
Equipment model and serial number, purchase date, and clear purchase receipt showing the model, serial number, date, and authorized agent’s stamp. Please also select "I have reviewed the terms and conditions". FUJIFILM BI Hong Kong reserves the right to refuse to provide free warranty service if details are incomplete.
Q6What if no equipment record is found after entering the serial number?
Contact the authorized resellers where the equipment was purchased for assistance.
Q7Can I request immediate on-site repair without warranty registration?
You must first register the warranty online and select "Check the box if you require immediate repair service. Customer service center will contact you shortly." After confirming the equipment is within the free warranty period, customer service center will contact you to arrange service.
Q8Can out-of-warranty equipment be covered again?
An on-site inspection by an engineer is required to assess the equipment’s condition. This will require a one-time on-site inspection fee, with additional charges for remote locations. This fee does not include parts replacement. If parts replacement is required, a quote will be emailed to you. If your equipment is confirmed to be in working order, a renewal invitation will be emailed to you. Renewal will be successful upon confirmation and payment of the renewal fee via the designated link within the specified date. All fees are non-refundable.
Q9Can I decline a parts replacement quote after inspection?
Customers may consider whether to pay the relevant quote, but if parts are not replaced and the equipment remains non-functional, warranty renewal will be unavailable. All paid fees are non-refundable.
Q10Is the inspection fee refundable if I decline renewal?
All fees are non-refundable, regardless of the renewal decision.
Q11Can I pay the inspection fee in cash?
An engineer will be dispatched to inspect the equipment upon pre-payment via the designated link. Cash or checks are not accepted on-site.
Q12What does resite service include?
The resite service includes disconnection, machine removal and transportation, and re-connection. This service covers the relocation of the machine from Point A to Point B within Hong Kong, excluding the Outlying Islands. For resites to the Outlying Islands, a separate quote with additional charges will be provided. During transportation from Point A to Point B, FUJIFILM BI Hong Kong is responsible for any damage to the equipment caused by the relocation. The timeframe for relocation is as specified in the quote. The customer warrants that their premises are suitable for the inspection, removal, and reinstallation of the equipment.
Note:
1. These charges do not apply to the Outlying Islands, including Lantau Island (except Tung Chung and the Airport), Lamma Island, Cheung Chau, Discovery Bay, Ma Wan, etc.
2. Resite charges for the Outlying Islands will be evaluated by the Service Manager on a case-by-case basis.
3. All resites outside normal office hours must be confirmed with the Service Manager and the Order Fulfillment Team (OFT) at least one week in advance.
4. These charges do not include channel cables or other additional accessories (to be provided by the customer).
Remark for Very Large Machine Resite:
* Please contact OFT for a site inspection.
* The Different Building Resite charge does not include machine lifting to the truck or the purchase of extra insurance (if applicable).
Q13Can resite service be arranged outside of service hours?
Standard hours: Monday to Friday 9:00 am – 5:30 pm; Saturday 9:00 am – 1:00 pm; Closed on Sundays and public holidays. Non-standard hours require advance approval and a holiday surcharge. Details are available from customer service.
Q14How to pay for resite service?
After confirmation, a quote will be emailed for your reference. Pay via the designated link within the specified period to schedule service. All fees are non-refundable.
Q15Can I pay for resite service in cash?
Pre-payment via the designated link is required. Cash or checks are not accepted on-site.
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