Annibale G. Posted February 28, 2011 Share #1 Posted February 28, 2011 Advertisement (gone after registration) Good morning to all, what has happened is unbeliveble. One of my M7 was broken to the main switch power so I sent it to Leica in Solms to repair it. They sent me the estimate document to accept or not the reparation of 415€. I thought about that and after a couple of weeks I sent back the estimate document back making the option to not repair the stuff and and me back all the equipment paying 80€. This morning they sent me an e-mail saying that all the repair was made and I have to pay the 415€. Is all that normal? Best regards. Annibale Greco Link to post Share on other sites More sharing options...
Advertisement Posted February 28, 2011 Posted February 28, 2011 Hi Annibale G., Take a look here Leica Customer Service. I'm sure you'll find what you were looking for!
scsambrook Posted February 28, 2011 Share #2 Posted February 28, 2011 No, this is certainly not normal. you should contact them immediately and tell them of their mistake. Hopefully they will apologise and come to a satisfactory arrangement for returning your camera without any payment other than the 80 Euros you agreed to make. Good luck! Link to post Share on other sites More sharing options...
marknorton Posted February 28, 2011 Share #3 Posted February 28, 2011 I think 2 weeks is much too long to think about an estimate, they are there to repair your camera, not sit on their hands while you make up your mind. That said, Leica should not have gone ahead without your authorisation, it may be there's an implied acceptance of an estimate if they don't hear back from you. What does the estimate say? Link to post Share on other sites More sharing options...
jaapv Posted February 28, 2011 Share #4 Posted February 28, 2011 If you notified them you did not want the camera repaired - and can prove it!- your legal contract entitles you to have your camera back in its original state (or better ) for the sum of 80 €. If an estimate is sent it cannot be repaired without you agreeing. At worst it can be sent back automatically after their estimate expires for those 80€. Having said that, knowing Leica CS, I am sure you will come to a satisfactory arrangement. Link to post Share on other sites More sharing options...
scsambrook Posted February 28, 2011 Share #5 Posted February 28, 2011 Mark - I don't think two weeks is excessively long to think over an estimate, by any means. From memories of my experience in the photo retail trade I think it isn't (or maybe 'wasn't') unusual at all. And the usual default procedure on unaccepted estimates (after a stated time period) was always to return the equipment unrepaired. Without an authorisation to carry out the work for the estimated charge, the repairer has no other option - at least in UK consumer law. And perhaps your sentiment that "they are there to repair your camera, not sit on their hands while you make up your mind."is a little harsh and unfair to the owner. After all, no service department 'sits on their hands' waiting for a reply. The job goes into the pending bin to await its turn in due course and it's the owner who hangs about waiting . . . Link to post Share on other sites More sharing options...
aesop Posted February 28, 2011 Share #6 Posted February 28, 2011 Mark - I don't think two weeks is excessively long to think over an estimate, by any means. From memories of my experience in the photo retail trade I think it isn't (or maybe 'wasn't') unusual at all. And the usual default procedure on unaccepted estimates (after a stated time period) was always to return the equipment unrepaired. Without an authorisation to carry out the work for the estimated charge, the repairer has no other option - at least in UK consumer law. And perhaps your sentiment that "they are there to repair your camera, not sit on their hands while you make up your mind."is a little harsh and unfair to the owner. After all, no service department 'sits on their hands' waiting for a reply. The job goes into the pending bin to await its turn in due course and it's the owner who hangs about waiting . . . ...Annibale, prima facie, this affair sounds highly irregular, but "What does the estimate say" regarding consent and/or the commencement of repairs? Is it silent on this specific point? Link to post Share on other sites More sharing options...
earleygallery Posted February 28, 2011 Share #7 Posted February 28, 2011 Advertisement (gone after registration) Sounds like someone just slipped up. A phone call is probably best in the circumstances. Link to post Share on other sites More sharing options...
Annibale G. Posted February 28, 2011 Author Share #8 Posted February 28, 2011 in the estimate i checked if the cost is below 100€ repair without advise me. I don't know if can attach a document here. Annibale Link to post Share on other sites More sharing options...
spylaw4 Posted February 28, 2011 Share #9 Posted February 28, 2011 IIRC it's four weeks after the estimate is sent then it's sent back unrepaired (I'll check tomorrow). You should not have been charged and the repair should not have been done. Phone them and come to an agreement on costs (insist on only the 80€) and confirm by email. Link to post Share on other sites More sharing options...
Annibale G. Posted March 1, 2011 Author Share #10 Posted March 1, 2011 THEY TOOK MY MONEY FROM THE CREDIT CARD!!! HOW???? THEY TOOK 415€ FORM MY CREDIT CARD. WHAT TO DO NOW? I WAS ASHAMED BY LEICA RIGHT NOW. WHAT CAN I DO? ANNIBALE Link to post Share on other sites More sharing options...
andybarton Posted March 1, 2011 Share #11 Posted March 1, 2011 Do you have to give your credit card details when you send the camera in for assessment? Have you phoned Customer Service? They will help you. You can also speak to your credit card company and say that the charge was un-authorised. You have all the paperwork to back this up. Link to post Share on other sites More sharing options...
mustafasoleiman Posted March 1, 2011 Share #12 Posted March 1, 2011 THEY TOOK MY MONEY FROM THE CREDIT CARD!!! HOW???? THEY TOOK 415€ FORM MY CREDIT CARD. WHAT TO DO NOW? I WAS ASHAMED BY LEICA RIGHT NOW. WHAT CAN I DO? ANNIBALE Call them up and tell them to refund the money... If they refuse, call the CC company and tell them they had not authorisation to bill you... They will hold the charge and start an enquiry. If your documents are in order, there should be no problem. I had a similar problem with an Apple laptop... They had quoted £400 to replace the logic board, which was more than the value of the laptop, being old and such. They went ahead with the repair without my consent. When I told them I had not authorised it they were very apologetic and offered me to return the laptop to its original non working state, or charge for the repair only £100. £100 was a very good offer and I took it with a smile on my face... I have a feeling that Leica will behave alike. Link to post Share on other sites More sharing options...
Xmas Posted March 1, 2011 Share #13 Posted March 1, 2011 Hi Annibale G Life is hard enough already... I used to use Leitz for all my repairs and servicing until '77, would not think of it now, they are too expensive. If you buy a new camera like a M8 or M9 you have to factor in the factory maIntenance $ premium in the cost of ownership. But you have a contract which says if you do not elect for job to be performed you pay Leica the inspection fee (+ carriage, I think) and they sent camera back, you need to phone or e-mail their customer support and ask them to adjust the credit card debit and send the camera back intact. They will not be able to send it back as it was as the parts will be in the recycle bin... you are only liable for the inspection fee if you have a copy of your instruction. I think it might be fair to agree to 'settle for the repair' if the cost is less then x Euro, which amount you did contracted for. Donno what they will do. If you cannot reach a satisfactory agreement with Leica then the credit company will indicate the transfer was not to contract to Leica. So you should tell the credit card company immediately that the transfer is not to contract and ask for all the money deducted, to be given back while you negotiate with Leica. The credit card company may react badly with Leica, as sorting out such wilful problems costs them a lot of money. If they have sent you the camera back already that is Leica's problem. You should not post on the forum while the case may be sub judecia. It is not good publicity either. Noel Link to post Share on other sites More sharing options...
Annibale G. Posted March 1, 2011 Author Share #14 Posted March 1, 2011 The credit card company said they can't do anything for an authorization, we have to wait the end of the month. The Leica Customer service do not reply to me anymore. The last message I sent them is this one " I'M SORRY BUT MEANWHILE WE'RE DISCUSSING IT YOU'VE TAKEN MONEY FROM MY CREDIT CARD? MAYBE I HAVE TO CONTAC A LAWYER FOR THIS. WHAT TO DO? ANNIBALE" This is the worst thing ever. Never Leica, never Leica Customer service. What is very bad is that I bought from Leica a lot of stuff: 2 Leica M7 both with motor Summicron 50 mm f/2 Summicron 35mm f/2 Summicron 28mm f/2 Leica R6.2 with motor Leica R60mm macro Leica R 90mm f/2,8 Is this what a Leica customer deserve? Maybe I will use Canon for the rest of my life. Annibale Link to post Share on other sites More sharing options...
earleygallery Posted March 1, 2011 Share #15 Posted March 1, 2011 Why don't you try phoning Leica? Your credit card company should 'hold' the transaction if you have told them that you didn't authorise it. Call them back and explain that Leica have deducted your card without your permission. This really should be quite simple to sort out. Link to post Share on other sites More sharing options...
freusen Posted March 1, 2011 Share #16 Posted March 1, 2011 Why don't you try phoning Leica? Annibale, You got a lot of good advise, why you don't try to phone Leica CS or your credit card company to 'hold' the transaction? If you wait to long it will become more and more difficult to settle this with Leica CS. Success ----------- FrankR Link to post Share on other sites More sharing options...
jaapv Posted March 1, 2011 Share #17 Posted March 1, 2011 The credit card company said they can't do anything for an authorization, we have to wait the end of the month.The Leica Customer service do not reply to me anymore. The last message I sent them is this one " I'M SORRY BUT MEANWHILE WE'RE DISCUSSING IT YOU'VE TAKEN MONEY FROM MY CREDIT CARD? MAYBE I HAVE TO CONTAC A LAWYER FOR THIS. WHAT TO DO? ANNIBALE" This is the worst thing ever. Never Leica, never Leica Customer service. What is very bad is that I bought from Leica a lot of stuff: 2 Leica M7 both with motor Summicron 50 mm f/2 Summicron 35mm f/2 Summicron 28mm f/2 Leica R6.2 with motor Leica R60mm macro Leica R 90mm f/2,8 Is this what a Leica customer deserve? Maybe I will use Canon for the rest of my life. Annibale As soon as your credit card statement comes in you can file a dispute with them. The money will be witheld/ refunded by Leica to the card company until the matter is settled. And yes, if comes to the worst you should consult a lawyer. But I am still convinced that the matter will be settled to your satisfaction. The head of CS is Mr. Kaufmann. (Another Mr.K.) You should just call him. Link to post Share on other sites More sharing options...
wattsy Posted March 1, 2011 Share #18 Posted March 1, 2011 This is the worst thing ever. Never Leica, never Leica Customer service. You must lead a charmed life or be about 10 years old if this "is the worst thing ever". Link to post Share on other sites More sharing options...
sparkie Posted March 1, 2011 Share #19 Posted March 1, 2011 Take 10 deep breathes like donald duck. by the 10th breathe your face colour will be back Serious hat on: relax, Leica will be amicable about this 'misunderstanding' I'm sure Link to post Share on other sites More sharing options...
Annibale G. Posted March 1, 2011 Author Share #20 Posted March 1, 2011 I hope so. Link to post Share on other sites More sharing options...
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