Great service from Leica NJ and Colleen Murray

[norm_snyder]

Hello all,

Hats off to Leica NJ, for rapid turnaround on a repair. I had a problem with hot pixels and a vertical line down one side of the frame at all film speeds. Shipped it out 4/21/08 to NJ, after a phone call to Colleen Murray, and an e-mail to marketing. As this body only had about 1000 shutter actuations [and is the second body I've sent in for service], I was understandably concerned. The replaced the CCD, and fast!

Received it today, got regular e-mails regarding its status while they had it, and it's perfect. While I'm not happy about a second camera having problems, I am thrilled that they fixed it so quickly. 2 days in transit to ship out [I did have to pay the outbound shipping and insurance], 2 days plus a weekend in transit to have them ship it back, in all at repair less than a week, and used it tonight. 4/21 to 5/5 in all.

Thanks to Colleen Murray who was really helpful, and kept me informed.

Norm

[thai.charlie]

They replaced the CCD in NJ? So they can do this now? And was it usual or pro service?

[arthury]

You have two M8's? Are you a professional photog?
OK, you must have registered yourself as a pro on their Professional Services list.
Sure, that will certainly bump your priority to the near the top.

[norm_snyder]

The invoice indicates "Replace CCD" and I don't really think they had time to do anything but fix it there in New Jersey. Fedex shows they received it on 4/23/08, and they shipped it back to me on 4/30/08. I didn't get it until 5/5 due to the intervening weekend, which compromised their two day shipping.

Not a pro, but I am doing photo illustration for projects for a couple of local not-for profits, and a fair amount of exhibition. The reasons for the two bodies are [in no particular order]:
1. I've used Leicas for years, and with 35/90 on film, and now mostly 28/75 on the M8--no switching--much more fluid way of shooting [For the "street", one body w/ 28mm--sometimes a second body with 15mm]
2. Sold some prints, one of my Wetzlar M6's, made money on a 75mm Lux [which I couldn't focus reliably, anyway], and could afford it
3. The way this is going, I need one to shoot with while one is in rehab
4. I did send an e-mail to the marketing director, expressing my disappointment with having to have a second camera repaired, and how this raised issues for me about my commitment to the system

They did do a great job, and kept me informed via e-mail as to progress. I am hoping this means that they have listened to lots of folks' e-mails and postings.

NS

[thai.charlie]

Glad it worked out well for you.

But the part about replacing the CCD in NJ is a good sign. Perhaps no more long trips to Solms for USA owners.

[newyorkone]

Originally Posted by norm_snyder

The invoice indicates "Replace CCD" and I don't really think they had time to do anything but fix it there in New Jersey. Fedex shows they received it on 4/23/08, and they shipped it back to me on 4/30/08. I didn't get it until 5/5 due to the intervening weekend, which compromised their two day shipping.

Not a pro, but I am doing photo illustration for projects for a couple of local not-for profits, and a fair amount of exhibition. The reasons for the two bodies are [in no particular order]:
1. I've used Leicas for years, and with 35/90 on film, and now mostly 28/75 on the M8--no switching--much more fluid way of shooting [For the "street", one body w/ 28mm--sometimes a second body with 15mm]
2. Sold some prints, one of my Wetzlar M6's, made money on a 75mm Lux [which I couldn't focus reliably, anyway], and could afford it
3. The way this is going, I need one to shoot with while one is in rehab
4. I did send an e-mail to the marketing director, expressing my disappointment with having to have a second camera repaired, and how this raised issues for me about my commitment to the system

They did do a great job, and kept me informed via e-mail as to progress. I am hoping this means that they have listened to lots of folks' e-mails and postings.

NS

Norm,

Glad things worked out for you. Just a quick favor...could you PM me the marketing director's email address. I have a M8 at Leica NJ too. Dropped it off at the end of March and I am hoping to fast track like you did since I really need it for a wedding gig this month. Thx!

Steve

[leicabug]

Complete opposite story here. Sent my 21 pre-ASPH Elmarit to be 6-bit coded the end of last year. After more than 5 months of wait, I still have not received it. And the lens was not sent to Solm but Leica NJ. Leica NJ keep postponing the delivery date. I am not sure what the real story is.

[wstotler]

Originally Posted by leicabug

Complete opposite story here. Sent my 21 pre-ASPH Elmarit to be 6-bit coded the end of last year. After more than 5 months of wait, I still have not received it. And the lens was not sent to Solm but Leica NJ. Leica NJ keep postponing the delivery date. I am not sure what the real story is.

I *know* that this thread started regarding excellent service in NJ and dealing with Colleen. I didn't want to mention Colleen by name in connection with my failed 6-bit/CLA attempt. But if you're going to give her kudos on the forum for a job well done then the "mistakes" are fair game, too.

I E-mailed Leica Service regarding my 90mm Summicron Type II (1964ish) about three weeks ago. I wanted to ship the lens in for 6-bit coding and CLA.

I put "Summicron 90mm, Type II (1964) - 6-bit Coding and CLA Work" in the subject line and in the E-mail body asked if the work would be performed in NJ and how long the work would take.

-- I later learned this lens isn't on Leica's 6-bit coding list. It's too old. But I didn't *know* that when I E-mailed Leica. I expected Leica to tell me if the work could be done or not. They should know, right?

Colleen replied by E-mail the next day that the work would be performed in NJ and the turn-around time was about four weeks.

I was happy and I shipped the lens.

I made a follow-up call the next week. I always make a follow-up call with NJ to make sure everything arrived and to determine status.

Colleen answered the service line. I recognized her name from the E-mail, said Hi, and I asked her about my lens. She put me on hold and went to check.

She came back on the line: "We don't service this lens. It's outside our serial number range. We don't have the parts to do the work." She was cranky about it.

I told her that I had E-mailed Leica *in advance* about the work with "Summicron 90mm, Type II (1964)" right in the E-mail subject line. And that she had answered the E-mail.

She said she didn't know the serial number of the lens when she responded.

She also said that she hadn't reviewed the E-mail that closely. (!?)

-- Now, process is process, but when it says "Type II (1964)" one can infer that the lens is "old." And she always could have asked for the serial number, if she really needed it to make a determination based on that.

OK. Water under the bridge.

I went ahead and asked her if they could just perform the CLA as they had the lens in their possession.

She put me on hold and returned a few minutes later: "Our service department is out for the rest of the day. So they can't give an estimate for the work." This was 2:30 in the afternoon. (!!)

Still trying to be positive, I asked her if she could ask them in the morning when they return and E-mail me to let me know.

--Note that I'm having to ask repeatedly for service and help. Colleen did not volunteer any help or information at any point *other than* to ship the lens back to me. I was very polite and patient throughout the conversation, BTW. I wasn't cranky.

She said: "It's a different department. I don't see the estimates until about a week after they've done the work so I won't know. But if I remember I'll ask them."

If I remember? It's . . . a favor? To check if service can be done? And you may not "know" what's happening because of some week-long paper trail? Doesn't that give a "right hand doesn't know what the left hand is doing" impression?

Anyhow, long and short is that she *did* remember and E-mailed me promptly the next morning to say they couldn't do the work and that she was shipping the lens back to me.

They shipped it back, I have it, and it's off to DAG on Thursday of this week.

In the defense of the service department, they *did* deal with my new Summicron 50mm fix (front-to-back loose focusing ring) in four weeks total time--and the work was perfect.

And, in good faith, they did overnight to me an E39 cut filter for an event--although I never got the filter as it was poorly packed in the envelope, which I received with a split open side and no filter! (I shot the event without the filter. Sigh.) This was a case of good intentions but poor execution. (The "good intentions" being a "fix" for ultra-slow delivery of my two "free" E39 cut filters, which at the time were being delivered to the East Coast and had been received by people near me already--but not by me. The free filters came four weeks later. Part of the problem, Leica told me, was my delayed M8 registration--which was caused by an IT error on the Web site where my M8's serial number had already been entered thereby preventing me from signing up! They couldn't do the registration by phone and the IT issues took NJ/Germany interaction to fix. I suppose my M8's record had to be pulled from the DB manually before I could re-enter it to get into the "process.")

I suppose my aggravation stems from strongly suspecting well in advance that the interaction with Leica NJ would be troublesome--somehow. And I expect Leica's people to be "on it" regarding their product (lenses) and if they can be serviced! Even E-mailing their service department before shipping the lens for repair didn't help me. Did the physical transaction occur here--ship to Leica, Leica checks the lens, Customer follows up by phone (and gets a human--plus), Customer is told work can't be done, Leica ships the lens back--without loss? Yes. But the whole transaction was not needed and could have been skipped had Leica just told me in E-mail, "No, we can't service that lens."

Thanks,
Will

[jaapv]

Seeing that Dr. Kaufmann explicitely stated that Leica was working on upgrading their peripheral customer service, New York was mentioned, I would mail a copy of this post to Leica in Solms. As it is just a statement of fact and non-confrontational, it can only help them improve things.

[vanhulsenbeek]

Originally Posted by jaapv

Seeing that Dr. Kaufmann explicitely stated that Leica was working on upgrading their peripheral customer service, New York was mentioned, I would mail a copy of this post to Leica in Solms.

Where I hope that, in all fairness, they will adhere to the ages old adagium "Audi et alteram partem", meaning they also should hear Ms. Murray's side.

Here on the forum we don't. However "statement of fact and non-confrontational" Wstotler's post is, that is why I not like this kind of personalized posts. Positive or negative alike. Hurray's or Booh's about a company or a service: yes. About persons: no

[jaapv]

I would presume that Leica behaves like any good employer, which is evaluate the facts first and then handle things internally, if at all needed. In fact I think the e-mail box of the Leica service department is a more appropriate place for this post than a semi-public forum.

[wstotler]

Originally Posted by vanhulsenbeek

However "statement of fact and non-confrontational" Wstotler's post is, that is why I not like this kind of personalized posts. Positive or negative alike. Hurray's or Booh's about a company or a service: yes. About persons: no

Originally Posted by jaapv

In fact I think the e-mail box of the Leica service department is a more appropriate place for this post than a semi-public forum.

Originally Posted by leicabug

Complete opposite story here. Sent my 21 pre-ASPH Elmarit to be 6-bit coded the end of last year. After more than 5 months of wait, I still have not received it. And the lens was not sent to Solm but Leica NJ. Leica NJ keep postponing the delivery date. I am not sure what the real story is.

Just a quick comment?

I wanted my post to be a counterpoint to the "great service" post that started this thread--and more specific than Leicabug's comments about his 21 and the 6-bit coding on that.

Because I read the "great service" post and thought: "But, wait, I didn't get great service. The service I received was not great." And they "named names" so I did, too.

So I posted about what had happened and tried my best to be level about it. Just like I would be if I were posting kudos.

To be clear I *did* receive service. And I've posted details so others can draw their own conclusions. I did not post about my experience to stir up controversy.

Thanks,
Will

[thai.charlie]

I see nothing wrong with naming names and giving a detailed account of events. People need to be held accountable and individual experiences should be shared here, good or bad.

I'd like to think that no one in this forum is out to smear Leica, we just want our cameras fixed in a timely fashion and good customer service when the cameras need to be fixed.

[jimmy pro]

As of recently (I stopped by last Friday to pick up a lens hood) Leica-USA's marketing director Christian Erhard took over directing the service department too, so just maybe things will be getting better. From my past experiences they couldn't really get much worse.

Jim Provenzano

[norm_snyder]

Steve--

Sorry for the delay in answering, but I had to get some sleep. I had sent my e-mail, raising the issue of numerous service worries and unhappy experiences by others, and my frustration with a second defective M-8 to

christian.ehrhardt@leicacamerausa.com

He responded the next morning, and forwarded the concern about previous indifference of the repair department to the new director, whom I believe is Robert Fisk's successor. Perhaps she is making a difference.

As for others' recent experiences, I admit I was concerned that, when I made my initial call to repair to inquire about my possible CCD problem, the tone of the response was a bit indifferent--but once they got my camera [and perhaps because of my e-mail to Christian Ehrhardt] service was excellent and prompt.

Norm

[jlm]

dropped my M8 off in NJ on April 27th for an LCD screen repair; Joanne Scott (service manager?) took my order and said they would reply with a repair/time estimate in 1 week (that would be yesterday, nothing yet). the camera is under warranty. she said to expect 4-5 weeks for the work. maybe sooner??

I mentioned the bad history of repairs and was told that they had brought in a new technician from Germany; now all work could be done in NJ without shipping to Solms and that they are working on the turnaround issues.
let's see, eh?

[thompsonkirk]

I've run into a current service situation that may seem just as odd to others:

I arranged in advance for expedited service on a camera I planned to use for a continuing project (the 'festival' aspect of a redevelopment project - I'd used another system for architecture & 'sense of place').

After shipping & asking for e-mail confirmation, I heard they would look at the equipment & send me a note via USPS snail-mail, which I should receive about a week after the inspection.

Um, this is "expedited"?

Expecting to be out of town, I asked for an e-mail attachment instead of USPS & heard from (unnamed person) that this is too high-tech for them: they have no way of scanning documents to make attachments. (Nor have they heard of saving documents as .pdf's?)

The cameras are digital now, but CS is still USPS analog.

[jaapv]

I can't believe that . Weren't they pulling your leg? I always get estimates and drawings etc. per PDF from Leica. And if not - are they still in the pre-fax era?

[Tony C.]

I have had two service experiences with NJ, and both were bad. They were, however, last year, prior to Leica's recent efforts to shore things up.

The point I want to make is that customer service can, and I believe from Leica's standpoint should be broken up into two simple categories: service and communication. I say that because I fault Leica mainly for failing badly in the latter category. Yes, we would all, of course, like our cameras and lenses to be repaired and/or adjusted in a timely manner, but when something doesn't go right, the lack of good, honest communication greatly compounds the problem.

So, for example, if one were to send in a lens for adjustment, within a short period of time a Leica representative should either e-mail or call the customer to confirm a projected date for the return of the lens. Then, if there appears likely to be a delay for some reason, a representative should immediately communicate with, and honestly explain the situation to the customer.

I don't believe that Leica realizes just how infuriating it is to not receive that type of courtesy, especially when something has gone wrong in the process (e.g. a delay). So while I don't mean to downplay the obvious importance of Leica improving the actual process of repairing and adjusting equipment, I would argue that if the lines of communication were to be opened up in the manner suggested, the number of the complaints which Leica receives (and which we regularly read on these forums) would drop significantly, and those offered would likely be much more muted.

[jlm]

spoke to Colleen today: the tech is out today and will look at my camera tomorrow ,Wednesday,(was to have looked at it on Monday). then it is a 6-7 week turnaround for M8 repairs. with the one week estimate time, that means you should expect 8 weeks, or two months, with no way to expedite the schedule.
they fix 98% of the M8's in NJ.