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Does nobody bother to pick up a phone at Leica Mayfair


wlaidlaw

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I have been trying to get though to anyone at Leica Mayfair to find if they will be running an SL Akademie Course or Workshop. The phone system is very poor and you get answers like "this extension does not exist - bleeeeeep" followed by being cut off. Alternatively you are told you are being put through to a mailbox but again get cut off. 

 

Nothing irritates customers more than not being able to speak to a human being and continually getting cut off. Leica's profit margins are quite high enough to employ sufficient staff to give a proper service, which currently they are very far from doing. I am going to send an email to Oliver Kaltner, the CEO, saying this needs sorting PRONTO. 

 

Wilson  :angry:  :angry:  :angry:  :angry:  :angry:

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I visited Leica Mayfair recently, my first time! I didn't realise they were in the same street as a gallery I used to visit regularly (but has moved). 

 

There was a group in the shop at the time, hogging all the sales people (are they called salespeople, or something more Leica-like perhaps, 'Personal Advisors' or 'Consultants' ?). Nobody appeared to be buying anything, just nattering about vaguely related stuff like telling the staff about their processing method when they used to bother with film oh so many years ago, very interesting for the staff I'm sure! 

 

So, I guess whilst they we're having to suffer the photo bores your call went unanswered Wilson! 

 

I went to ask about a possible repair, my emails to HQ having gone into the usual black hole, and the people at Mayfair were very helpful, especially the guy I spoke to in the Customer Care shop opposite the showroom. 

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I sent an email to the CEO, Oliver Kaltner, and things then moved very rapidly. My Leica Akademie course is arranged and they found that Customer Service had got the pouch for my 10 x 25 binoculars but had forgotten to contact me. They have also decided that their current phone system is not fit for purpose and are talking to other companies about a whole new system. Jo Pertwee who I spoke to, agreed that nothing irritates potential customers more than being given the run around, returning to where you first started or shunted into dead ends, by a useless phone answering system.

I am sure that all of us have at times, shouted into the phone, while wading through the 10 layers of an answering system: "for god's sake please, please just let me just talk to a *&%$£@* human being"  :o

 

Wilson

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