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Excellent customer service from ........


tonemeister

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Stephens Premier in Manchester, UK. My M240 had a faulty sensor and the guys at SP sent it back to Germany for repair. 10 weeks (yes, 10 weeks) later the camera is returned, signed-off as "no fault found". Sadly however the fault was still there (a vertical line from top to bottom of the frame appearing in some images - depending on the angle at which the light struck the 'line' - the line could also be seen on the sensor itself; again depending on how the light hit it).

Subsequently, Stephens Premier took the decision to replace my camera with one from their stock and this camera is fine. Needless to say, I'm very impressed and happy with the service provided by Stephens Premier, but not so with Leica's repair service nor the amount of time taken for a non-repair.

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Good for you, as long as you consider 10 weeks excellent service. When my Leica S2 (ex-demo) developed a faulty pixel (vertical red line running across frames), Leica shop Vienna sent it to Solms for repair - it was back in 7 days, repaired. That is what I consider excellent service. If I had to wait for 10 weeks for things to happen, I wouldn't be so full of joy...

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Hi albiero, I think you've misunderstood my post. I'm not happy with Leica's service (they were the ones that took 10 weeks to not fix the problem). I am very happy with Stephens Premier as they replaced the returned, but still faulty camera, with a new one from their stock. Perhaps also should have mentioned that SP gave me a 'loaner' whenever I needed it. Hope that's all clear now. Btw, I used to live in Vienna and have used the Leica repair facility at Westbahnstr to good effect in the past.

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I popped by Stephens a few weekends back and had a nice long chat and test drive for a few lenses. I found them very hospitable and down to earth and would have no qualms in sending business their way despite living near London.

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Guest Nick932

I think if the sensor had a line they should replace the camera immediately instead of having you wait 10 weeks. This is horrible service.

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Seems I am not the only one who thinks 2 and 3 month turnarounds are ridiculous.

 

http://www.l-camera-forum.com/leica-forum/customer-forum/339278-leica-should-take-page-out-canons.html

 

While some people report good service, it is clear to me from the cumulative posts to this forum that service is spotty at best. In my post, I was arguing for a consistent customer service experience no matter which Leica repair location you send the camera.

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especially when the camera is returned as 'no fault found'. This happened to me when my M self timer kept firing when not engaged. I got the camera back after around 10 weeks- first shot I fired the problem came back- set to S: self timer counts down... :eek: Luckily Leica agreed to replace the camera.

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Sanyasi, Nick932, agreed that 2 to 3 months turn round time is not acceptable but Leica Germany had said that worse case would be 21 working days, which, with bank holidays etc equated to around 4 weeks. However, with the change to the new facility at Wetzlar, things seem to have gone worse with ever longer turn rounds, which is the opposite to Leica's stated aims. As I said previously, Stephens Premier gave me access to a "loaner" whenever I needed one, and now have given me a new one from their stock. They are taking up the issue of my original camera with Leica.

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Sanyasi, Nick932, agreed that 2 to 3 months turn round time is not acceptable but Leica Germany had said that worse case would be 21 working days, which, with bank holidays etc equated to around 4 weeks. However, with the change to the new facility at Wetzlar, things seem to have gone worse with ever longer turn rounds, which is the opposite to Leica's stated aims. As I said previously, Stephens Premier gave me access to a "loaner" whenever I needed one, and now have given me a new one from their stock. They are taking up the issue of my original camera with Leica.

They stepped up and took care of a customer when the issue was not in their control. Thumbs up to you dealer.

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  • 2 weeks later...
Guest Nick932

Leica replaced mine on the spot and i got a three month refund policy. The second was also faulty and i did get my money back. I think they need to fix their cameras.

Eventhough the captured images are great only if and whenever the camera works.

 

Legally in UK they have to take it back if you do not like it within 14 days.

They have to replace it within three months if the product is faulty. The only catch to that is if the problem is intermmitent you are screwed.

 

So I cannot see what was great about the offered Service of the Dealer.

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I've dealt with Stephens since the late sixties/early seventies, when they were in Salford and run by David's dad. I've always found them to be great and would have no problem recommending them to anyone.

 

Regards, Tom

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