marknorton Posted March 29, 2011 Share #1 Posted March 29, 2011 Advertisement (gone after registration) It's sometimes easy to forget when we speak of "Leica" and "Solms" that we're actually dealing with real people. My Digilux 2 came back from repair to Bruton Place after having its sensor replaced but was missing the lens cap. The staff there didn't know much, turning the camera on and off in the hope that might conjur a lens cap out of thin air - not that there was a battery in it - and did not give me confidence they would get back to me when they said they would. Sure enough, that time came and went and I sent an email to Andrea Frankl in Solms asking for her help. I received a prompt and courteous response and she even flattered my efforts to write in German by replying in German not English! She could not have been more helpful, and a brand new lens cap arrived today. So, a big thank you to her and just another example of the excellent customer service we routinely receive from Solms. Meanwhile, the unfortunate person in Bruton Place I dealt with has benefitted from a mini performance appraisal from me over the phone... Link to post Share on other sites More sharing options...
Advertisement Posted March 29, 2011 Posted March 29, 2011 Hi marknorton, Take a look here Thank You to Andrea Frankl. I'm sure you'll find what you were looking for!
jaapv Posted March 29, 2011 Share #2 Posted March 29, 2011 To paraphrase Bruce: She's my favorite... Link to post Share on other sites More sharing options...
250swb Posted March 29, 2011 Share #3 Posted March 29, 2011 Same here Mark, a simple thing was needed, a replacement rubber eyepiece ring for my x1.25 magnifier. No phone calls returned from Leica UK, nobody replied to emails, so I emailed Andrea and within a week I had the ring landing on my doormat. Its how a business should be run (Andrea's department, not Leica UK). Steve Link to post Share on other sites More sharing options...
Per P. Posted March 29, 2011 Share #4 Posted March 29, 2011 Excellent. Well done to Andrea and thank you for bringing attention to their service. So none of this "Ahhhh, Herr Norton - we have been expecting your call...." that you feared after you split the M8 apart Link to post Share on other sites More sharing options...
hoppyman Posted March 29, 2011 Share #5 Posted March 29, 2011 I'm another customer that has nothing but praise for Andrea. Friendly, helpful and professional on every occasion that I have contacted Customer Service. Link to post Share on other sites More sharing options...
spylaw4 Posted March 30, 2011 Share #6 Posted March 30, 2011 What nice change to have a thread that praises, rather than detracts! Link to post Share on other sites More sharing options...
Overgaard Posted March 30, 2011 Share #7 Posted March 30, 2011 Advertisement (gone after registration) To paraphrase Bruce: She's my favorite... Shhh ... we need to keep her for our self ;-) Link to post Share on other sites More sharing options...
earleygallery Posted March 30, 2011 Share #8 Posted March 30, 2011 Oh dear, let's hope this publicity doesn't backfire, and poor Andrea isn't reprimanded for giving away the stock and failing to adhere to the proper channels of communication! Link to post Share on other sites More sharing options...
jaapv Posted March 30, 2011 Share #9 Posted March 30, 2011 I think it is more that she, having been a Zahnarzthelferin, has a very firm understanding of a major part of the customers...:D Link to post Share on other sites More sharing options...
gravastar Posted March 30, 2011 Share #10 Posted March 30, 2011 I think it is more that she, having been a Zahnarzthelferin, has a very firm understanding of a major part of the customers...:D Ah, so thats how Leica CS always manages to extract the maximum amount of revenue from me . Joking aside, my dealings with Andrea have, every time, been exemplary. Bob. Link to post Share on other sites More sharing options...
marknorton Posted March 30, 2011 Author Share #11 Posted March 30, 2011 I think it is more that she, having been a Zahnarzthelferin, has a very firm understanding of a major part of the customers...:D For the linguistically challenged, that's a dental assistant. Have to say I didn't get to that level of detail... Link to post Share on other sites More sharing options...
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