Leica NJ not acceptable!

[jamriman]

My 50 ASPH summilux hood became loose. One of the nylon tiny prongs had to be replaced. Perhaps a 30min job at most. They told me it had to be sent to Solms! DAG said he can do it no problem. Can't understand why DAG can do this and Leica can't.

[wparsonsgisnet]

German companies have rules. They also like to keep control centralized. It is certainly possible that Leica staff in NJ are even more frustrated than you are.

Sorry for the frustration.

[gravastar]

I believe repairs of any sort to an ASPH have to go to Solms. That's what I was told by my dealer a year ago.


Bob.

[derek_stanton]

I sent my NEW 50Lux-ASPH to NJ because, out of the box, it was performing FAR worse than all of my other 50mm lenses, including a $30 Jupiter-3. NJ said they tested it, but told me they'd have to send the lens to Solms for repair. I think they told me the expected wait would be 7-8 weeks. Unreal. They would not send a loaner.

I got the lens back after 9 weeks. Unfortunately, although it worked a little better than before, it was still significantly soft. Back it went, to Solms.

All the while, it was virtually impossible to get any information from either Leica office. Phone calls and emails were never returned. People went on vacation instead of following through as they promised, and passed the buck along to someone else who didn't care....

Eventually, after a few more weeks, and too many more calls/emails to Leica, they replaced the lens entirely.

I do not know about the so-called "German Rules" about compartmentalizing control. It was simply poor customer service. The 'rules' shouldn't affect the consumer. I bought a new lens for more than two thousand dollars, and couldn't use it for more than two months. Yes, it's unacceptable. I don't know who's in charge over there, but the experience left a bad taste in my mouth.

[milsu]

John and Derek, are your Summiluxes 50mm ASPH black or silver? And is there any difference between those two versions, except the silver one is heavier?

Best,
Milos

[andybarton]

Leica Customer Service in the UK couldn't be any more different to that described above. They are one of the best CS offices, for any product, I have ever dealt with.

[dhsimmonds]

I can echo Andy's comments for Leica UK in Milton Keynes. Very helpful and they will always try to deal with the problem themselves before returning to Solms. The UK Leica School (Acadamy) is darned good too!

( you can pay me later boys.........only kidding!)

[masjah]

I second (third?) Andy's comments about Leica MK.

[wattsy]

The people at Leica UK are very nice and, on a personal level, a pleasure to deal with. However, when it comes to the crunch - i.e when you need something done or fixed that is a tiny bit out of their existing cosy world - they are totally and utterly useless. Leica HQ at Solms seem much more on the ball. If it wasn't for the fact that people would be losing their jobs (and I'm too much of an old fashioned Socialist to wish that), I'd like to see Leica AG close the MIlton Keynes office and instigate procedures whereby UK customers dealt directly with Solms.

[andybarton]

I do think that you are being unfair to MK, there, Ian.

They did an excellent and great value job on a CLA on my M2 and an R lens last year and couldn't have been more helpful, keeping me informed via email and telephone, when I had the tripod screw problem on my R8. OK, the R8 had to go back to Solms for repair, but that's because MK only have M technicians on site.

When I had early DMR issues, again, they were most helpful over the phone.

Given their limited resources, they do a great job, and I wouldn't like to think that all the M users in the UK had to take their place in the Solms queue when they want a problem solving. There'd surely be some complaints about that...

Three cheers for MK

[rsolomon]

my experience with leica NJ, where over the years i have dealt with them a few times is quite good. they are knowledgable, friendly, and caring

[macos]

According to my experience witht he people in Solms they are also very responsive and motivated. Therefore, if some tasks have to be performed in Solms, I am pretty sure that you could call them directly or send them an email. I guess they should be capable of communicating in English, too

BR

[thrid]

I've had luck with Leica, NJ in the past. No problems here.

I have also heard that all ASPH lenses need to be sent back to Solms for service.

[grober]

Let's all avoid the temptation to blame the people when it's their information systems that should be faulted. My local public library has a far better tracking system and it's web-focused (easy to access) to boot!

Leica has many items to improve to achieve a more modern and effective customer information system. This stuff ain't rocket science folks.

-g

[earleygallery]

When my R3 started to leak light a couple of years ago, through the 'back door window' I e mailed Leica MK to ask where/how I could get a new foam seal. A few days later one turned up in the post with a hand written note.

This is a 20+ year old product don't forget. What other manufacturers offer that sort of service?

[jamriman]

When my R3 started to leak light a couple of years ago, through the 'back door window' I e mailed Leica MK to ask where/how I could get a new foam seal. A few days later one turned up in the post with a hand written note.

This is a 20+ year old product don't forget. What other manufacturers offer that sort of service?
__
DAG camera repair in the US...

[dhsimmonds]

Ian

Obviously you have had a bad experience and I am sorry about that. My experience was one of efficiency, caring and a helpful conclusion. Yes my DMR did have to go back to Solms for fixing what was a rare electronic fault.

Quite frankly having run the British subsidiary of a German compressor company (when I used to work for my living!) with a very strong British CS department, I was not at all surprised. Subsidiaries cannot be economically set up to deal with the very rare and occasional problem, but are usually excellent at fixing "regular" problems.

Leica UK at Milton Keynes were extremely helpful (as was my Leica dealer) and supplied me with a loan DMR back whilst mine was away at Solms.........probably because it was so new. My DMR came back from Solms via MK and all collections and deliveries from/to my house free of charge, next day delivery. That's Customer Service. No complaints.