dkCambridgeshire Posted April 28, 2011 Share #1 Posted April 28, 2011 Advertisement (gone after registration) Three weeks ago I lent my Leica X1 to a friend - he wished to test it for a week with a view to buying an X1 himself - unfortunately there are no Leica dealers nearby where he could have tried a demo version. Unfortunately my friend damaged the monitor screen ... but he offered to pay for the repair ie a replacement screen. I contacted Leica Solms on 13 April and spoke to Andrea in the Leica Service Dept. I explained that my friend had damaged the screen and that that the camera was just outside the 12 month Passport accidental damage cover period which expired on March 24 2011. I also explained that my friend had now ordered his own X1 because he was very impressed with the camera's results. (He said that they were better than the M9 as regards dynamic range ... but that is another story) I did not expect the accidental damage to be remedied under the expired Passport cover - especially as the screen was damaged by a third party. The battery door also needed adjusting as it was not closing flush when the battery was fitted. Regarding the damaged screen, Andrea said, "Send in the Passport and we will see what we can do." Andrea then Emailed me a DHL consignment note and I arranged for the camera to be collected from my house by DHL on Thursday 14 April ... it arrived in Solms on Monday 18 April. I then received a repair confirmation from Leica Solms on 20 April stating: "The battery door just like the LCD screen will be repaired free of charge. Please excuse the inconvenience this has been causing you" The camera arrived back this morning, Thursday 28 April with a new screen and flush fitting battery door ... packed inside a well padded box and inside a Leica Service drawstring bag. There was no charge for the repair or the shipping. That is exemplary customer service ... and my friend is rather pleased about this too! He is also extremely pleased with his new X1. Best wishes dunk Link to post Share on other sites More sharing options...
Advertisement Posted April 28, 2011 Posted April 28, 2011 Hi dkCambridgeshire, Take a look here Leica Solm's exemplary customer service (my X1). I'm sure you'll find what you were looking for!
andybarton Posted April 28, 2011 Share #2 Posted April 28, 2011 This just goes to prove that taking a measured approach and speaking to Customer Services directly is by far the best way to deal with such matters. It also shows that Leica do indeed have a very well focused CS Department. Well done to them. Link to post Share on other sites More sharing options...
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