Repair progress

[rondeb]

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OK. I sent my M8 to NJ for the rangefinder adjustment/sensor cleaning on the 19th and I still do not have it back. I've spoken with Brenda twice and she has not followed up with the promised status report twice. I am getting a little fed up.

I called her last week after finding out my camera was slated to be sent to Germany for the "update". I told Brenda that my camera was one of the new "updated" ones and she told me that the repair would be done in NJ and she'd speak with the technician and then call me back. I called her today and she again told me that she would call me back. I've left 3 messages at Leica to get status with no call back. And I've sent 3-4 emails without hearing back.

I guess I'm posting here just to vent, but if anyone would care to help out it would be most appreciated.

All the best,

Ron

[woodyspedden]

OK. I sent my M8 to NJ for the rangefinder adjustment/sensor cleaning on the 19th and I still do not have it back. I've spoken with Brenda twice and she has not followed up with the promised status report twice. I am getting a little fed up.

I called her last week after finding out my camera was slated to be sent to Germany for the "update". I told Brenda that my camera was one of the new "updated" ones and she told me that the repair would be done in NJ and she'd speak with the technician and then call me back. I called her today and she again told me that she would call me back. I've left 3 messages at Leica to get status with no call back. And I've sent 3-4 emails without hearing back.

I guess I'm posting here just to vent, but if anyone would care to help out it would be most appreciated.

All the best,

Ron

 

Ron

 

Talk directly to Rob Fisk who is the manager of the repair org. He is at extension 236. I have always found him helpful

 

Woody Spedden

[rondeb]

Thanks for the help, BUT, I actually just received the camera back today. i feel a bit like a heel, though I don't think it's unreasonable to receive an email or call back.

 

On first test, though, I'm still seeing back focusing! arrgghh.

 

Ron

[grober]

Everyone at Leica in New Jersey is working furiously. The problem is that their management does not seem to know (or care) that they need to implement a modern customer tracking and relationship management (CRM) system. From some comments they've made on the phone, it's clear that they are still largely paper based.

 

A very simple computerized tracking system involving auto-id (barcodes) could output the appripriate data to a CRM system and then automatically inform the customer via e-mail where their gear might be at any moment in the repair process. For example: after five weeks I wanted to know when my M8 would be returned from Solms and, in fact, ship out to me. Yes they knew it was back in the States but when it shipped out to me, someone mis-filed the PAPER document containing the UPS tracking number. EEK! Hearing about valuable personnel searching for a piece of paper to get me a tracking number sets my teeth on edge.

 

Surely UPS and Fedex (and others) would be only too eager to assist in automating this very basic information flow and, thus, free up oceans of employee time for Leica to invest in more rewarding areas. Rewarding for Leica, rewarding for their employees and, of course, better service to their picky customers (folks like us.)

 

Most of their time currently must be handling anxious calls or voicemails from customers and then running around to find information for use on yet another outbound phone call. What a waste!

 

(Yes, my M8 did arrive and it does work.)

 

-g