Kudos to Leica NJ Service

[Jeff S]

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I've commented here various times about my positive experiences with Leica service. I didn't expect my most recent service order to be any different; and it wasn't, except for some highly unusual problems along the way, which were fully resolved in the end.

 

This started a month or so back when I realized that my first M8.2 was approaching the end of its two year warranty period. The camera was working just fine, but I figured I'd take advantage and get a CLA, including a sensor cleaning. I typically clean the sensor on my own with no issues, but I did notice one spot that just didn't want to disappear.

 

So, off the camera went to my friendly contact whom I dealt with on prior occasions. The camera was back in my hands within two weeks, despite an early estimate of up to six weeks. Happy camper...until....

 

I checked for sensor spots, and the troublesome one was still there, along with several others. Not the end of the world, as dust has its own agenda. But, I also noticed that there were several slight abrasions to the back of the camera top plate, which I never noticed before. I don't baby my camera...it's there to be used...but my camera happened to still appear mint, with no visible scuffs, before the service. At least I was 98% sure, but decided to contact the Leica rep to discuss.

 

In the meantime (Murphy's Law), while I was reattaching the strap, one of the little plastic end pieces to the strap slightly cracked. So I decided to discuss getting a replacement part as well. I was told they couldn't replace the part, but that they would discount the price of a new strap. However, when I mentioned this in another forum thread, Andy B. asked why they wouldn't replace the strap under warranty, since it came stock with the camera and shouldn't break under normal, careful use. Good question, I thought.

 

I ended up speaking not only with my contact, but the technician as well. They were quite understanding and asked me to send the camera back for another sensor clean and to check on the scuff marks.

 

Off to NJ for clean #2. Camera was back in the blink of an eye...a matter of days...and before checking the sensor, I first looked to see if anything was done about the abrasions to the back of the top plate. The marks were still there, only now...unbelievably....there were several new abrasions, worse than the first ones, to the top of the top plate. I knew these weren't there before since I thoroughly checked the camera all over based on the earlier experience.

 

I've had over 25 years of darn near perfect experiences with Leica service. Now these guys are going to think I'm nuts suggesting they scratched my camera. (I didn't even bother checking for sensor spots at this point.) Dare I contact them again?

 

But I did, and here was their response. "Please send the camera in again at your earliest convenience, at our cost, and we will install a new top plate and give you a new strap." Gotta love these folks.

 

So I sent the camera again, without asking about timing (who could with this already outstanding response to my concerns?), and decided that any wait was worth it. Five days later, including a weekend, the camera and new strap were back in my hands.

 

This time I checked the sensor for spots....perfect.

 

Jeff