jaapv Posted November 25, 2009 Share #1 Posted November 25, 2009 Advertisement (gone after registration) I sent my M9 and Summicron 35 asph in. The M9 for a CLA (it had had a rather stressful 5 weeks ) and engraving, the Summicron had had a nasty smack and the focussing was stuck. An estimate within 24 hours of receiving the camera, then I did something wrong and my mail did'nt go through. After a week I called Andrea, and resent the mail, asking for quick service, as I needed the camera fast. "No, we don't do quick or express service for engraving, as the camera has to be slotted into the production line for that. Keep your 110 Euro" .That was last week Tuesday late. Today, six working days later, the camera and lens were in my hands. Everything done perfectly. Turnaround in Solms effectively 4 days plus one day engraving. Link to post Share on other sites More sharing options...
Advertisement Posted November 25, 2009 Posted November 25, 2009 Hi jaapv, Take a look here In praise of `CS Solms. I'm sure you'll find what you were looking for!
earleygallery Posted November 25, 2009 Share #2 Posted November 25, 2009 Photos or it didn't happen! Link to post Share on other sites More sharing options...
holgerf Posted November 25, 2009 Share #3 Posted November 25, 2009 I sent my M9 and Summicron 35 asph in. The M9 for a CLA (it had had a rather stressful 5 weeks ) and engraving, the Summicron had had a nasty smack and the focussing was stuck. An estimate within 24 hours of receiving the camera, then I did something wrong and my mail did'nt go through. After a week I called Andrea, and resent the mail, asking for quick service, as I needed the camera fast. "No, we don't do quick or express service for engraving, as the camera has to be slotted into the production line for that. Keep your 110 Euro" .That was last week Tuesday late. Today, six working days later, the camera and lens were in my hands. Everything done perfectly. Turnaround in Solms effectively 4 days plus one day engraving. I definitely read more praises and less complaints about Leica’s service than I did 2–3 years ago (including my own experiences). So may be it’s time for the conclusion: something changed in Solms, they’re getting better! Best Holger Link to post Share on other sites More sharing options...
jaapv Posted November 25, 2009 Author Share #4 Posted November 25, 2009 Photos or it didn't happen!OK.....Needed to smudge a bit Link to post Share on other sites More sharing options...
rob_x2004 Posted November 25, 2009 Share #5 Posted November 25, 2009 So the only way to get decent service out of these people is to have a contact on the inside. For the rest of us who pay for a job to be done they might or might not get it right in three or four goes. Not inspiring. Link to post Share on other sites More sharing options...
jaapv Posted November 25, 2009 Author Share #6 Posted November 25, 2009 It is not exclusive, Rob. Andrea Frankl and her colleagues are on the phone all day and reachable by any Leica CS customer. Others have told me that they got equally helpful service, even if it was the first time they called or mailed. Link to post Share on other sites More sharing options...
rob_x2004 Posted November 25, 2009 Share #7 Posted November 25, 2009 Advertisement (gone after registration) ...."No, we don't do quick or express service for engraving, as the camera has to be slotted into the production line for that. Keep your 110 Euro" .That was last week Tuesday late. Today, six working days later, the camera and lens were in my hands. Everything done perfectly. Turnaround in Solms effectively 4 days plus one day engraving. ...... Link to post Share on other sites More sharing options...
jaapv Posted November 26, 2009 Author Share #8 Posted November 26, 2009 ...... So there is a person with a name answering the phone and e- mails. Do you have an issue with that? It is even worse than that you know - if you walk in they'll get you a cup of coffee! Link to post Share on other sites More sharing options...
Steve Ash Posted November 26, 2009 Share #9 Posted November 26, 2009 I am also very happy with Leica's CS. I sent my M7 in as the frame lines did not changed when changing the lens. CS corrected the frame line issue as I asked for and additionally made a complete check of the camera, adjusted the shutter speed and exchanged the perfectly operating DX reader to the latest version. Finally the guarantee was renewed to one year. Altogether after the repair my camera is like new and took three weeks including postal service which I found to be ok as they offered the express service which I declined. Regards Steve Link to post Share on other sites More sharing options...
rob_w Posted November 26, 2009 Share #10 Posted November 26, 2009 Jaap, I have never used Solms CS service but suspect a CLA on my set is about due. How do you go about making contact and what shipment method have you found to be reliable? Thanks Robert Link to post Share on other sites More sharing options...
andybarton Posted November 26, 2009 Share #11 Posted November 26, 2009 Just phone up Customer Services and tell them that your stuff is on its way. They will be able to help you with estimated times, prices etc. They speak English, btw Link to post Share on other sites More sharing options...
wattsy Posted November 26, 2009 Share #12 Posted November 26, 2009 OK.....Needed to smudge a bit Why? It's just your name isn't it? Link to post Share on other sites More sharing options...
jaapv Posted November 26, 2009 Author Share #13 Posted November 26, 2009 Jaap, I have never used Solms CS service but suspect a CLA on my set is about due. How do you go about making contact and what shipment method have you found to be reliable? Thanks Robert I have very good experience with Fedex - abit more expensive but very reliable. And for contact, e-mail cs<at>leica-camera.com or call them, the numbers are on the website. Link to post Share on other sites More sharing options...
jaapv Posted November 26, 2009 Author Share #14 Posted November 26, 2009 Why? It's just your name isn't it? Yes-it must be smudged to match its owner. Link to post Share on other sites More sharing options...
spersky Posted November 26, 2009 Share #15 Posted November 26, 2009 What does CLA stand for? Link to post Share on other sites More sharing options...
jaapv Posted November 26, 2009 Author Share #16 Posted November 26, 2009 Clean-Lubricate-Adjust. In other words, routine maintenance. Link to post Share on other sites More sharing options...
spersky Posted November 26, 2009 Share #17 Posted November 26, 2009 When I want that done eventually for my M9 should I call Germany directly or go through Leica USA in New Jersy? Is there any difference in customer service or response time? thanks Link to post Share on other sites More sharing options...
jaapv Posted November 26, 2009 Author Share #18 Posted November 26, 2009 Both services have had bad reports here, the USA somewhat worse than Solms, but recently the posts have been far more positive for both. I get the impression that Leica USA is able to do more service than they used to, which is good. Link to post Share on other sites More sharing options...
Jeff S Posted November 26, 2009 Share #19 Posted November 26, 2009 When I want that done eventually for my M9 should I call Germany directly or go through Leica USA in New Jersy? Is there any difference in customer service or response time? thanks I have received excellent service from Leica New Jersey. However, as recommended above, best results come from calling in advance. By establishing a contact, you will get a time estimate and, more importantly, have someone to help shepherd your work order and communicate status. I did this in the Spring with great success, but workload now may be different. Jeff Link to post Share on other sites More sharing options...
earleygallery Posted November 27, 2009 Share #20 Posted November 27, 2009 OK.....Needed to smudge a bit Very nice, but.......your name isn't smudged on your website Link to post Share on other sites More sharing options...
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