edgarangelone Posted March 18, 2011 Share #1 Posted March 18, 2011 Advertisement (gone after registration) Hi all: I have to send my Leica M9 to NJ for inspection and possible repair. I found the service somewhat questionable. I called them on Friday to find out if they received my camera, and they did not know. I called again on Wednesday, left a message, and I received an email that they received the camera, and the CCD was back order, and that they will not get them from Germany until April 14, 2011. I was surprised to get this message. I never knew that my CCD needed to be repair or even changed. I never got any information about what was the problem with the camera. I called again, and once again I did not get any "diagnosis" or anything, except that the CCD was backorder, and I could not get a rental, loaner, or anything. While I am appreciative to the fact that they will change the CCD (warranty) free and the fact that I am sensitive to cultural differences, I do not feel that customer service was effective, cordial, or even helpful. I have to repair my Hasselblad sometime ago, and the customer service was excellent. Has anyone experienced similar problems with Leica USA?? Thank you Edgar:confused: Edgar Angelone - Black and White Photography - Gelatin Silver and Platinum Prints Link to post Share on other sites More sharing options...
Advertisement Posted March 18, 2011 Posted March 18, 2011 Hi edgarangelone, Take a look here Leica services. I'm sure you'll find what you were looking for!
Dougg Posted March 18, 2011 Share #2 Posted March 18, 2011 Mine just got back after a 15-day round trip from the West Coast to NJ and back, for a sensor column repair, and the usual cleaning etc. No charge, expedited return shipping, even though I'm not the original registered owner. Very polite communications, rather scarce on detail. I had equally good experience earlier with an M8 "demo" handled by my dealer, for a vertical line problem. Quick polite service, no charge (always nice!). I cannot complain about Leica NJ service dept. I hope your replacement CCD comes in ahead of expectations! Link to post Share on other sites More sharing options...
andybarton Posted March 18, 2011 Share #3 Posted March 18, 2011 For what problem did you send your camera back to Leica for in the first place? Link to post Share on other sites More sharing options...
edgarangelone Posted March 18, 2011 Author Share #4 Posted March 18, 2011 I sent my camera for cleaning and alignment, however I think they are going to change the CCD. Thanks Link to post Share on other sites More sharing options...
andybarton Posted March 18, 2011 Share #5 Posted March 18, 2011 They must have spotted a problem with your sensor that you hadn't noticed. Link to post Share on other sites More sharing options...
Jeff S Posted March 18, 2011 Share #6 Posted March 18, 2011 My experience with NJ has always been positive. Establishing a contact in advance, and tracking progress, I find is easy and helpful. Just last week, I remembered that my camera was coming up on the end of its 2 year warranty. Thought it would be nice to get it cleaned and inspected, plus my 50 Summilux asph still has tight focus throw (common issue, I know), so I called to discuss and see about turnaround time. I was told six weeks, on average, but since I have photo plans starting April 7, they said they would try to expedite. Got an email yesterday that camera and lens would be back in my hands with days to spare. Jeff Link to post Share on other sites More sharing options...
tdtaylor Posted March 18, 2011 Share #7 Posted March 18, 2011 Advertisement (gone after registration) My experience mirrors Jeff's. While slim on details, a early phone call/email will go a long way to making the process a smooth one. They have also always been very accommodating to any scheduling needs I have, within limits. I am currently scheduling to have a MATE repaired, and needs parts from Germany, so I am coordinating with Carmen, realizing that it will take longer than the normal turn around. Never found Nikon much better- they have on line reporting but I have received items that on line were still reported as in the shop, and never been able to easily talk to a human being such as at Leica NJ- let alone pick up on an unannounced problem like a damaged CCD. Link to post Share on other sites More sharing options...
250swb Posted March 18, 2011 Share #8 Posted March 18, 2011 Hi all: I was surprised to get this message. I never knew that my CCD needed to be repair or even changed. I may depend on when your camera was made. Leica have had a cracked sensor problem for cameras purchased roughly Sept to Dec 09, so maybe they are changing any sensors on cameras in service that come within that time as a matter of routine? If not I hope you have said you only sent it for a clean and alignment. Steve Link to post Share on other sites More sharing options...
edgarangelone Posted March 18, 2011 Author Share #9 Posted March 18, 2011 Ok, that s it. I got mine in October 2009, probably it has a defected CCD. Thank you all for your reply, I guess I am one of the few that did not have a great experience with Leica USA, that is good to know. Best. Ed:o Link to post Share on other sites More sharing options...
edgarangelone Posted March 26, 2011 Author Share #10 Posted March 26, 2011 Hi all: I have to send my Leica M9 to NJ for inspection and possible repair. I found the service somewhat questionable. I called them on Friday to find out if they received my camera, and they did not know. I called again on Wednesday, left a message, and I received an email that they received the camera, and the CCD was back order, and that they will not get them from Germany until April 14, 2011. I was surprised to get this message. I never knew that my CCD needed to be repair or even changed. I never got any information about what was the problem with the camera. I called again, and once again I did not get any "diagnosis" or anything, except that the CCD was backorder, and I could not get a rental, loaner, or anything. While I am appreciative to the fact that they will change the CCD (warranty) free and the fact that I am sensitive to cultural differences, I do not feel that customer service was effective, cordial, or even helpful. I have to repair my Hasselblad sometime ago, and the customer service was excellent. Has anyone experienced similar problems with Leica USA?? Thank you Edgar:confused: Edgar Angelone - Black and White Photography - Gelatin Silver and Platinum Prints I just wanted to let every know that today, I got an email from UPS, that my camera has been shipped today, and I will get it Tuesday. Despite of the fact that Leica send me a letter that the estimated date of return was 4/28/11, they managed to get me the camera a month earlier. Apparently they did the following work: Replace CCD Check complete meter system Upgrade to current standard Adjust calibration and they replaced the vulcanite cover . Holy cow!!!!!!! I am shock, and sorry for my criticism. Way to go Leica, another happy customer. Thank you Edgar Edgar Angelone - Black and White Photography - Gelatin Silver and Platinum Prints Link to post Share on other sites More sharing options...
GlennB Posted March 26, 2011 Share #11 Posted March 26, 2011 Edgar, Great news on your repair ! My experience with a recent repair of my M8: Wonderful work on the camera; They were very considerate and didn't charge me even though the body was out of warranty; Returned the camera sooner than they had estimated. The only thing I would've wished for was an email with tracking info so I would be able to try to be home to sign for it. All in all was a much better experience than I EVER had with Nikon service !! Glenn Link to post Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.