doug_m Posted February 24, 2010 Share #21 Posted February 24, 2010 Advertisement (gone after registration) If your dealer is local they should be sending the camera in for repair and dealing with the hassles of shipping to NJ. My dealer (Glazers in Seattle) has been doing this for me for years. PS. I also never pay a dime for shipping if the item is under warranty. Glazers and Leica take care of the cost. Link to post Share on other sites More sharing options...
Advertisement Posted February 24, 2010 Posted February 24, 2010 Hi doug_m, Take a look here Long repair waits - Is this normal?. I'm sure you'll find what you were looking for!
dwind Posted February 24, 2010 Share #22 Posted February 24, 2010 PS. I also never pay a dime for shipping if the item is under warranty. Glazers and Leica take care of the cost. They are paying everything. New Jersey said in December they were sending to Germany and it would be back Feb 17th. We started calling after the 17th and the news we got was it had never been sent and was still on a shelf in New Jersey. We don't know if they are going to send to Germany or fix in NJ. They were supposed to call back yesterday afternoon and I don't know if they did or not. Link to post Share on other sites More sharing options...
jaapv Posted February 24, 2010 Share #23 Posted February 24, 2010 I would consider sending items to Leica as somewhat lower than volunteering for root canal surgery. It seems to me that they work on the principle that if the customer isn't calling and complaining then it isn't urgent and so it gets put in the slow lane. There are some forum members that do painless root canal treatment.. Link to post Share on other sites More sharing options...
tdtaylor Posted February 24, 2010 Share #24 Posted February 24, 2010 If your dealer is local they should be sending the camera in for repair and dealing with the hassles of shipping to NJ. My dealer (Glazers in Seattle) has been doing this for me for years. I agree, but in my dealers words "they don't sell much Leica gear." The way I was left to interpret the statement and based on further conversation was it would take a number of months, and I could personally get it taken care of much faster. So much for service after sales. And now I know why. It did cost me $35 for insured shipping, about which I was not a happy camper-saved them the hassle and expense. Needless to say, I have not been frequenting my dealer often since then. I could have bought my M9 from them or my usual for Nikon gear, B&H- I chose local, had to pay sales tax (6%), and now look at the great service I am getting...... Even further, I did go in (fool that I am) to order another lens- they told me I should order it from B&H or Adorama if I wanted to see it this year, and it would be considerably cheaper. So much for trying to support local . Link to post Share on other sites More sharing options...
dwind Posted February 24, 2010 Share #25 Posted February 24, 2010 We just heard back from Leica NJ. The tech working on it is indisposed and he lens will be done the 11th of March. My dealer is great. I will continue buying from them as their service is as good as it can be. They cannot be faulted for the shortcomings of Leica. But, I'll not purchase anymore Leica equipment and may consider selling what I have because of their service. Dennis Link to post Share on other sites More sharing options...
tdtaylor Posted February 24, 2010 Share #26 Posted February 24, 2010 My dealer is great. I will continue buying from them as their service is as good as it can be. Maybe I should start working with your dealer . Link to post Share on other sites More sharing options...
jaapv Posted February 24, 2010 Share #27 Posted February 24, 2010 Advertisement (gone after registration) We just heard back from Leica NJ. The tech working on it is indisposed and he lens will be done the 11th of March.My dealer is great. I will continue buying from them as their service is as good as it can be. They cannot be faulted for the shortcomings of Leica. But, I'll not purchase anymore Leica equipment and may consider selling what I have because of their service. Dennis Cutting off your nose to spite your face? Although I can understand your feelings, it seems to me to be a rather limited criterium, especially as I suspect that the service in the USA willimprove in time. They only started their own full service a year ago and it seems it takes a number of years to train a technician. Link to post Share on other sites More sharing options...
tdtaylor Posted February 24, 2010 Share #28 Posted February 24, 2010 They only started their own full service a year ago and it seems it takes a number of years to train a technician. JAAP, thanks for mentioning this. I did not realize the operation was that new. While I am still not happy, knowing this does make my thinking fall more on the tolerant side. On a positive note, their "repairs" have been right on the mark. Link to post Share on other sites More sharing options...
dwind Posted February 25, 2010 Share #29 Posted February 25, 2010 Cutting off your nose to spite your face? Although I can understand your feelings, it seems to me to be a rather limited criterium, especially as I suspect that the service in the USA willimprove in time. They only started their own full service a year ago and it seems it takes a number of years to train a technician. I buy something this expensive I expect red carpet service. 4+ months is a little too long to wait for a repair job. They lied when they said it was going to Germany, they leid when they said it would be done by Feb 17th. They never bothered to call when they realized it wouldn't be ready and they never returned the call yesterday like they said they would. It took another call today to get the answer. Link to post Share on other sites More sharing options...
ho_co Posted March 1, 2010 Share #30 Posted March 1, 2010 Now, some folks in your shoes might praise Allendale for recognizing the error and getting to work post-haste to correct it. But that would be getting red-carpet treatment, wouldn't it? Far easier to complain. BTW, cute wordplay. ... leid when they said ... German 'Leid' = affliction, agony, suffering. Link to post Share on other sites More sharing options...
Guest willjanurgucken2000 Posted March 1, 2010 Share #31 Posted March 1, 2010 the CS needed two weeks for adjusting the finder and to solve the line problem of my M8. exactly 14 days after I sent it to Solms it was back here. cheers Link to post Share on other sites More sharing options...
wilfredo Posted March 2, 2010 Share #32 Posted March 2, 2010 My M8 with the "Card Locked" problem was supposed to come back to me this week after two months in Allendale, N.J. I called them at the end of last week to make sure my camera would be back this week and guess what? They called me today to tell me the camera was shipped to Germany for repair. It will take another three weeks. I guess this means some repairs can't be done in the U.S.? I am even more disappointed with the wait. I don't have a second M8 to keep me going in that department, and can't afford one at this time even used. This is not good! I think this photo taken a while ago with my M8 illustrates how I feel. Not having this camera in my camera bag feels like I'm walking around with two left shoes. 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! 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/112885-long-repair-waits-is-this-normal/?do=findComment&comment=1244173'>More sharing options...
peter_n Posted March 4, 2010 Share #33 Posted March 4, 2010 My experience with Leica NJ has only involved equipment under warranty but the results have been good and return estimates were adhered to. The same with Solms. That said once my equipment goes out of warranty I use indie technicians. Don Goldberg in particular is excellent but his wait times have gone into several months. Recently I've taken to using Steve Choi who I've found to be very good. He did a repair on a 35mm Summilux for me last month that was turned round in about 10 days. I understand Steve services Epson R-D1 cameras but have no idea if he's ventured into M8 land yet. Link to post Share on other sites More sharing options...
j. white Posted March 5, 2010 Share #34 Posted March 5, 2010 Cutting off your nose to spite your face? Although I can understand your feelings, it seems to me to be a rather limited criterium, especially as I suspect that the service in the USA willimprove in time. They only started their own full service a year ago and it seems it takes a number of years to train a technician. Hi Jaap, How do you mean "full service"? There have historically been items that the NJ office will not work on, the Tri-Elmar or MATE being one of them. Are they no longer sending such items to Solms? To the original poster, I fully understand the frustration you've felt. My one experience with sending repair work to Allendale resulted in the work not being done correctly, one item sitting on a shelf for a month before they realized it was one of the things that only Solms could do at the time, and a wait of seven months between their receiving the original package and it being returning to me in full working order. All of this with many un-returned phone calls as part of the process. I sincerely hope they improve their service. Given the varying responses from people here, it appears that maintaining a consistent level of service as they ramp up their facility would be in their best interest. -J. Link to post Share on other sites More sharing options...
jaapv Posted March 9, 2010 Share #35 Posted March 9, 2010 I understand they are still sending some stuff to Solms, but less and less. Link to post Share on other sites More sharing options...
Mike G. Posted March 9, 2010 Author Share #36 Posted March 9, 2010 Since I started this thread in all fairness I have to say that Allendale did everything they could to expedite the repair after I made it known to them that I was unhappy, whether by them seeing my original post here or by my phone calls. As I mentioned before, the reason they gave for the delay was shortage of experienced staff caused by one or two of their tenured people retiring. I can understand that, given the fact that the economic downturn has resulted in many companies today continueing to work with a minimal, critically necessary workforce. To lose people under those circumstances can be frustrating to say the least. So maybe they can be faulted for not having an effective job succession plan in place but the fact of the matter is they've shown me that they care. In the future I'll have no hesitation whatsoever in sending my equipment in to them for repair. Link to post Share on other sites More sharing options...
diogenis Posted March 13, 2010 Share #37 Posted March 13, 2010 In Solms, things are looking good: repair order xxxx86 Date State 19.02.2010 Service order registered on 25.02.2010 Quotation sent on 25.02.2010 In repair 10.03.2010 Repair completed 2 weeks are good considering a full disassembly, repair and reassembly. rangefinder adjustment, sensor reseating adjustment, change of shutter blades, cleaning for a camera that suffered an incredible 1.5m shock from falling on concrete surface. It could still take pics, but god knows for how long. Link to post Share on other sites More sharing options...
tgray Posted March 13, 2010 Share #38 Posted March 13, 2010 I sent a lens in for a cleaning and coding. They told me 4-8 weeks. After accounting for the week or two where they send the bill and you send it back, at around week 8 or 9, I called and asked what was up. They said a piece was back ordered or something similar, and it would be a couple weeks. About a week later I received it in the mail. So, all said and done, it was about 3 months from the time it left my hand to the time I got it back, though accounting for shipping and the billing process, Leica had it in hand for about 9-10 weeks. This was at the end of last summer, right before the release of the M9. When you sent the items in, didn't they give you an estimate on the time of the repair? If so, and you are past that time, why not call and ask what's up? The people on the phone were very nice... Link to post Share on other sites More sharing options...
dwind Posted March 14, 2010 Share #39 Posted March 14, 2010 Today is the 13th, still no lens. The dealer called yesterday and left a message. No return call from Leica. To the best of my knowledge Leica has never returned a call to my dealer. We will try again Monday. I'm not happy nor is the dealer. Link to post Share on other sites More sharing options...
Jeff S Posted March 14, 2010 Share #40 Posted March 14, 2010 I've had good experience with New Jersey service. My strategy has been to send equipment in by myself (not through dealer), but not before calling in advance and establishing a phone relationship with someone there. Each time, that person has taken responsibility for expediting the service and keeping me apprised of time frames. Service has always been within time expectations. Some might say this shouldn't be necessary to get good service. But, I've lived long enough to realize that honey often works better than vinegar in these matters. Jeff Link to post Share on other sites More sharing options...
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