wilfredo Posted October 7, 2015 Share #1 Posted October 7, 2015 Advertisement (gone after registration) I've had cameras repaired by Leica before with very good results. On August 17th I dropped off my camera (Leica MM) at the Allendale, N.J. facility to have the meter checked (no signs of corrosion as far as I could tell). I was supposed to get it back in one month. About a week ago, towards the end of Sept., I was informed that it would be ready in October (after I called to inquire) no clear explanation was given. I've put in a couple of calls to Leica asking about what the exact issue is, and although I've spoken to customer care people, and the repair dept., no one seems to know what the issue is with my camera, and promise to call me back, but they never do. I'm waiting to hear from them again, regarding what they found. I've never had such poor service before, and wondering if this is a new trend? I'm disappointed to say the least. Quote Link to post Share on other sites More sharing options...
Advertisement Posted October 7, 2015 Posted October 7, 2015 Hi wilfredo, Take a look here Customer Service taking a Dive?. I'm sure you'll find what you were looking for!
earleygallery Posted October 7, 2015 Share #2 Posted October 7, 2015 Sounds like they've mislaid your camera! Quote Link to post Share on other sites More sharing options...
wilfredo Posted October 8, 2015 Author Share #3 Posted October 8, 2015 They never got back to me yesterday. Will call again. Quote Link to post Share on other sites More sharing options...
wilfredo Posted October 8, 2015 Author Share #4 Posted October 8, 2015 (edited) Just called and the automated system put me on hold for about 8 minutes followed by a message asking me to leave a message. What the heck? James: you may be right! Edited October 8, 2015 by wilfredo Quote Link to post Share on other sites More sharing options...
Manoleica Posted October 8, 2015 Share #5 Posted October 8, 2015 Send a High Priority email to All & Sundry @ Leica USA & Germany.. (Quote the Model & S/Number of your camera & relevant details).... 1 Quote Link to post Share on other sites More sharing options...
AlanJW Posted October 8, 2015 Share #6 Posted October 8, 2015 Did you call the direct line for repairs? Did you also email one of the repair specialists? Sounds like something is amiss in Allendale. My experience there has been good, and they are usually on the ball. 1 Quote Link to post Share on other sites More sharing options...
earleygallery Posted October 8, 2015 Share #7 Posted October 8, 2015 Advertisement (gone after registration) Wilfredo, it was a joke of course. I'd keep phoning. I'd drop a line to the mothership too. Very poor service & no excuse for it! 1 Quote Link to post Share on other sites More sharing options...
wilfredo Posted October 10, 2015 Author Share #8 Posted October 10, 2015 To my surprise I finally got a call back today letting me know that my camera was ready for pick-up. I didn't ask questions, I just went and got it, along with my 50 LUX which I had left there for a CLAD. I paid for the work on the lens, the camera was still under warranty, so nothing to pay there. Metering seems to be working fine now, the sensor was cleaned, and as of this time, there is no sign of corrosion. I'm glad to have the camera back, along with my 50mm LUX ASPH. I took a couple of test shot before I drove back to NY. Everything looking good. Welcome, dear visitor! As registered member you'd see an image here… Simply register for free here – We are always happy to welcome new members! Quote Link to post Share on other sites Simply register for free here – We are always happy to welcome new members! ' data-webShareUrl='https://www.l-camera-forum.com/topic/251078-customer-service-taking-a-dive/?do=findComment&comment=2902227'>More sharing options...
tobey bilek Posted October 10, 2015 Share #9 Posted October 10, 2015 I don`t understand how they get away with garbage, but they do and have since I bought my first one in 1982. Quote Link to post Share on other sites More sharing options...
fotoism Posted October 11, 2015 Share #10 Posted October 11, 2015 I've had both good and bad experiences with Allendale. Sometimes even the best of companies drops the ball. But believe it or not, there are places out there (big or small companies) with the attitude: "...we are extremely busy so leave us alone so we can get the work done, or we can drop the work and answer your emails and phone calls....". Quote Link to post Share on other sites More sharing options...
wilfredo Posted October 12, 2015 Author Share #11 Posted October 12, 2015 Alendale needs to improve on its customer service. The folks there are very friendly, but why my camera was in limbo for a spell is still a mystery to me? Thankfully, all is well now. Quote Link to post Share on other sites More sharing options...
Jeff S Posted October 12, 2015 Share #12 Posted October 12, 2015 While it shouldn't be necessary, my protocol when service is needed is to call a specific person in NJ, in advance, who then serves as my liaison throughout the entire process. I then coordinate shipping, service status, technician referrals (if needed), etc, through that person. I wouldn't send my car in for service without doing the same, so why not my camera? This is not to say that email and other methods shouldn't work flawlessly as well, but I prefer the tried and true. My larger concern is when the technicians fail, or are unable, to address an issue. Typically this is not the case, but it has happened, for instance when DAG easily repaired the sticky focus on my 50 Summilux ASPH after NJ told me it wasn't possible to do any more than they had. Materials, and perhaps people, may no longer be like the old days....as DAG and Sherry might attest. Having said that, NJ has always been courteous and communicative with me. Jeff 1 Quote Link to post Share on other sites More sharing options...
goatsby Posted October 26, 2015 Share #13 Posted October 26, 2015 I'm actually having a similar experience; Leica NJ has had my M8 since May. It was supposed to come home after 4-5 weeks but is now in limbo as the parts are on back order. If I don't call, it is forgotten about. I even inquired about a potential upgrade and was ignored. My past few phone calls I've been blown off with "let me check on that and call next week". Rinse and repeat. My calls now are greeted with annoyance even though I'm told to call a week later. I can appreciate the fact that the M8 is a legacy product, but there is no excuse for poor customer service. Adam 1 Quote Link to post Share on other sites More sharing options...
wda Posted October 26, 2015 Share #14 Posted October 26, 2015 I am not sure a decline in Leica service is limited to the USA. My X Vario has spent nearly all of the summer going back and forth to Germany. It entailed three return trips before a replacement camera was eventually sent. (It arrived without any prior warning of a UPS delivery, not for the first time). After the first attempt at rectifying erroneous focusing confirmation, a servicing report stated that there was no fault in the camera. Yet an accompanying DVD with test pictures taken by the service team clearly showed that some images were notably out of focus. When I questioned this apparent oversight, I was told that my camera had not been set up to activate 'image stabilisation'. When I quoted from the User Manual, by return, that image stabilization was not operative at shutter speeds faster than 1/30th second - silence! I concluded that whoever dealt with my camera had no in-depth knowledge of the Leica model and its operating parameters. Fortunately my UK dealer arranged a loan camera for the summer and I appreciated that consideration. But it took weeks of further procrastination and delay before Leica called for my camera and issued a new replacement. I guess with so many new models being launched there is, inevitably, dilution of expertise in the area of service support in Germay. A few years ago this episode would have been dealt with efficientlyand in a timely fashion by Leica in Milton Keynes, a valuable in-country facility long since consigned to history. Now, all but the simplest jobs, have to go back to Germany. If my example is typical, service support is a key area which deserves the attention top Leica executives. Quote Link to post Share on other sites More sharing options...
wilfredo Posted November 4, 2015 Author Share #15 Posted November 4, 2015 These experiences don't inspire. Honestly, if there were another camera out there like the Monochrom (original version) I would seriously consider it, and leave the Leica world behind. As it is, since this is the last of it's type, and I'm one of those enamored with the CCD sensor, it may be my last Leica camera purchase. Time will tell. 1 Quote Link to post Share on other sites More sharing options...
fotoism Posted November 5, 2015 Share #16 Posted November 5, 2015 Well, looks like CCD is going the way of the DoDo bird. Many current cameras are going for CMOS because of, among other things, video capability. I hope Leica keeps up with service support for those who still have CCD cameras (M8, M9, Monochrome...) Quote Link to post Share on other sites More sharing options...
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