Last time I buy anything from a Leica store...what a nightmare

[dant]

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I usually deal with BH for most of my purchases. I thought I'd give the Leica store a try. I purchased a MM from them. Within a week I discovered it had a defective sensor - a hot pixel.

 

I had sent in the warranty card first thing. When I asked for an exchange or refund I was refused. They want to tear down the camera instead since I sent the card in. Now I have to fight it out with the credit card company to cancel the sale. Leica store has been a big disappointment to deal with. First and last time for me...what a nightmare.

[Jeff S]

Lots of threads on hot pixels. Just a re-mapping, not a 'tear down'.

 

Leica should be faulted for not having a user re-mapping capability, not for failing to replace a camera due to one hot pixel.

 

Unfortunate, and inconvenient, but not a 'defective sensor' that requires sensor (or camera) replacement. On the other hand, if a dealer would offer a replacement (or at least a loaner during repair), that would be a good thing.

 

Jeff

Edited March 20, 2014 by Jeff S

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[Berth]

Is the camera tested by Leica for that issue before being sent out for sale?

[marknorton]

Most of us would be shocked to see the number of hot pixels in a sensor with them unmapped, certainly in the tens to low hundreds, though unlike the earliest Kodak sensors, we do not know how many hot pixels are deemed tolerable. Isolated pixels can be mapped out by interpolating across them and it's clumps of hot pixels which might cause this to be visible and the sensor to be rejected.

 

As for sensors needing re-mapping soon after the camera was made, there's a birth defect process going on here. Any burn-in is designed to capture the majority of defective pixels but there may be a few "wrigglers" which need swatting.

 

Send the camera in for a re-map and you'll be fine.

[earleygallery]

It's not a fault, as such, although most reputable stores offer a no quibble 30 day exchange/refund policy.

 

I wonder how 'commercial' the people running these Leica stores are?

 

At the very least I would expect a loan camera whilst yours is being remapped.

[CalArts 99]

As has been mentioned, hot pixels are somewhat commonplace whether it's a Leica or not. Not the end of the world, but yes a bit frustrating especially right out of the box. And I agree that Leica needs an in-camera user re-mapping software.

 

But just as a note for the future, Leica asks that you send in the warranty card within 30 days. And you actually don't need to send in the cards, the warranty is still valid. The cards themselves are really more about collecting demographics (e.g., "please check your interests" and "your approximate household income" has nothing to do with warranty services.) The sales receipt will suffice as proof of purchase.

 

In the US, if you want the passport protection, you are asked to send in the card. But you may also register on-line and keep the card blank (most used Leica products are sold by their owners with 'blank cards and all paperwork.') Rule of thumb: keep the cards blank and the paperwork original and at least until you're sure you'll be keeping the item and everything is okay with it.

 

Even B+H states explicitly that returns of defective (and non-defective) are accepted providing the paperwork is intact and the warranty cards are still blank and not filled out: "All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories."

[250swb]

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Yes it is a bit of over exaggeration to say the camera needs 'tearing down' when it is just a bit of software remapping, but a good Leica dealer pays benefits in the longer run with direct customer care and the ability to sort things out without having to post cameras or lenses yourself for repair. The other thing about a new Leica is the software that comes with it, and if this has been downloaded it renders the camera useless to the dealer as a return as the TAN number has been used.

 

 

Steve

[Guest tanks]

Yes it is a bit of over exaggeration to say the camera needs 'tearing down' when it is just a bit of software remapping, but a good Leica dealer pays benefits in the longer run with direct customer care and the ability to sort things out without having to post cameras or lenses yourself for repair. ...

 

I'd wager that even though I got my M and lenses elsewhere I could still take them to the local Leica dealer for them to take care of service issues.

[250swb]

I'd wager that even though I got my M and lenses elsewhere I could still take them to the local Leica dealer for them to take care of service issues.

 

Indeed, it was simply an example, but unless you are a regular customer you tend to miss out on interesting offers like ex-demo stock, getting on a waiting list before camera's are even officially announced, better trade in prices, etc. There are a lot of things that go on between shops and regular customers that mail order misses out on. And it is invariably those customers that simply put an order in with the local shop that get scarce stock as soon as it is available rather than those that ring around all the dealers thinking they'll get things sooner, Leica are very good at distributing to dealers on an fair basis.

 

Steve

[Bill W]

I assume when you say tear down you mean they are saying it is devalued because you sent in the warranty card. Regardless if you did this or not and they exchanged it, it would still need to be sent to Leica for the remapping and would be a refurbished body that would get sold again. It would not be "new".

[Bill W]

I do not think all "Leica Stores" are the same. I have dealt with one many times in Miami and cannot say enough good things about them.

[dant]

Lots of threads on hot pixels. Just a re-mapping, not a 'tear down'.

 

Leica should be faulted for not having a user re-mapping capability, not for failing to replace a camera due to one hot pixel.

 

Unfortunate, and inconvenient, but not a 'defective sensor' that requires sensor (or camera) replacement. On the other hand, if a dealer would offer a replacement (or at least a loaner during repair), that would be a good thing.

 

Jeff

 

I don't know anything about remapping. The lack of service Leica store offered is staggering. They didn't give me a receipt until I asked for it. No tracking number for express shipping. I have to send numerous emails to get a reply. Now nothing from them.

[dant]

Indeed, it was simply an example, but unless you are a regular customer you tend to miss out on interesting offers like ex-demo stock, getting on a waiting list before camera's are even officially announced, better trade in prices, etc. There are a lot of things that go on between shops and regular customers that mail order misses out on. And it is invariably those customers that simply put an order in with the local shop that get scarce stock as soon as it is available rather than those that ring around all the dealers thinking they'll get things sooner, Leica are very good at distributing to dealers on an fair basis.

 

Steve

 

I never bought anything from them before. I bought it mail order far away. I guess that is why the service was what it was. They know I can't bring it back.

[Jeff S]

I don't know anything about remapping. The lack of service Leica store offered is staggering. They didn't give me a receipt until I asked for it. No tracking number for express shipping. I have to send numerous emails to get a reply. Now nothing from them.

 

I suggest you speak directly with the manager and express concerns. I wouldn't rely on emails in any case, even I were less frustrated than you, but that's just my bias on communications.

 

My experience at another Leica store has been excellent. People make the difference, of course.

 

Jeff

 

Edit…Just read above and see that you're remote. Still, I'd make a phone call and not use email, and/or send a letter.

Edited March 26, 2014 by Jeff S

[kivis]

I believe you are over reacting. I have dealt with Leica Service and although they are slow (aren't they all?) they were courteous and most helpful.Some of the suggestions here by others should be very helpful to you. Good luck.

[Leica Fanatic]

I never bought anything from them before. I bought it mail order far away. I guess that is why the service was what it was. They know I can't bring it back.

 

 

In the UK, if you bought it mail order you're covered by the Distance Selling Regulations. They have to give you a refund regardless of whether you opened it, used it or registered it. Maybe it's the same elsewhere as well?

 

http://www.legislation.gov.uk/uksi/2000/2334/contents/made

Edited June 9, 2014 by Leica Fanatic
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[Leonil]

Im sorry to hear about your bad experience. I heard that Leica service is legendary compared to everyone else. I had a similar bad experience with a "Leica" store in Sydney called FotoRiesel who attack you on facebook if you give them a bad review in this forum. Subsequently Leica General Manager in Australia Melbourne apologised and said that even stores like JB HiFi (sort of like a Bestbuy in Australia) don't go after unhappy customers publicly like that. Leica boss called around for me and secured me a camera and maintained my queue position to ensure I was happy - I was.

 

I guess it depends on who you talk to - if you talked to someone in charge who is willing to listen and give you the time of day, even if its not what you expect, you will see it their way and be cared for. I can only trust big stores like B&H or the like. I feel your pain - since I thought I was originally dealing with Leica and then realised it wasn't really Leica I was dealing with. Im sure since you bought from a proper outlet, you should be taken care of or at the lease received a proper explanation to receive a camera that is to standard.

[ho_co]

Sorry for the problem, but remember, B&H specifically says not to send in the warranty card for 30 days on new equipment to avoid this same problem.

 

If you hadn't registered the camera, the Leica Store could have replaced it for you.

 

But at some point, all digital cameras develop hot pixels.

 

Good luck. It won't take long, and you'll be back in business!

[Julian.s]

A strange company that blames the customer for inadequacy in its own bureaucratic procedures.

 

Sent from my GT-I9100 using Tapatalk

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[NZDavid]

...I thought I'd give the Leica store a try...

 

What Leica store, where? There are several in various countries (though not on this side of the planet). It would greatly help to know the geographical location.