Great Customer Service: Leica Solms

[nryn]

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One of the reasons I bought an M8: I travel internationally for work and try to tack on short weekend trips to get in some photography. A few weeks ago I received an email from Leica USA asking me to send in my first-gen M8. The prospect of 4-5 weeks without my camera wasn't very appealing, particularly with a trip to Israel in February. After some back and forth with a helpful Mr. Fisk, I was put in touch with Ms. Frankl in Solms.

 

In a phone call I explained that I was going to Germany for just a week-long business trip and I arranged to drop off my camera at the Solms facility upon arriving in Germany on Monday. I also dropped off three lenses for coding, one of which also needed a CLA. She and her colleagues had the M8 fixed and all the lenses done by Friday morning. When I picked them up, she even had the customs form which allows me to get the VAT refunded ready for me.

 

Thanks, Ms. Frankl and Leica CS for the quick turnaround and great service. I'm back in California with my camera setup, snapping away thanks to you, and I'll have my camera for both my trip to Israel and my son's first birthday.

 

Edit to add: I had some reservations about posting this; I hope that those who have sent their cameras in for service, either from the U.S. or elsewhere, don't somehow think I "cut in line" or that Leica should be criticized for essentially granting me a favor. I don't think that they have a large stockpile of M8s waiting to get fixed; much of the time involved in the fix is probably shipping, which I removed completely. In all honesty, I was hoping that they would just let me drop off the equipment so I could save on shipping at least one way, but they were kind enough to try and fit it in during the week I was there.

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[Guest guy_mancuso]

I think it was awesome to be able to accomadate you and your schedule while you were there in Germany. Not many shops if any would do that

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One of the reasons I bought an M8: I travel internationally for work and try to tack on short weekend trips to get in some photography. A few weeks ago I received an email from Leica USA asking me to send in my first-gen M8. The prospect of 4-5 weeks without my camera wasn't very appealing, particularly with a trip to Israel in February. After some back and forth with a helpful Mr. Fisk, I was put in touch with Ms. Frankl in Solms.

 

In a phone call I explained that I was going to Germany for just a week-long business trip and I arranged to drop off my camera at the Solms facility upon arriving in Germany on Monday. I also dropped off three lenses for coding, one of which also needed a CLA. She and her colleagues had the M8 fixed and all the lenses done by Friday morning. When I picked them up, she even had the customs form which allows me to get the VAT refunded ready for me.

 

Thanks, Ms. Frankl and Leica CS for the quick turnaround and great service. I'm back in California with my camera setup, snapping away thanks to you, and I'll have my camera for both my trip to Israel and my son's first birthday.

 

Edit to add: I had some reservations about posting this; I hope that those who have sent their cameras in for service, either from the U.S. or elsewhere, don't somehow think I "cut in line" or that Leica should be criticized for essentially granting me a favor. I don't think that they have a large stockpile of M8s waiting to get fixed; much of the time involved in the fix is probably shipping, which I removed completely. In all honesty, I was hoping that they would just let me drop off the equipment so I could save on shipping at least one way, but they were kind enough to try and fit it in during the week I was there.

 

 

Ms. Frankl and Ms. Luh are very friendly for each customer and also the technicians who are working at Gewerbepark Service Centre are very, very helpfull.

Each year my wife and I go to Leica to have a check up for all our eguipment.

We made an appointment, we stay two day's in the wonderfull city of Braunfells and the surrounding and the next day all is tested and repair -if needed- is fixed when you have

given your permission.

We visit the factory in Solms to see the new items and honesty, we know a lot of company's but the most customer friendly company is Leitz Solms/Gewerbepark.

I can assure you that the troubles with the M8 have touched each person by Leica and the have worked ( and still working) very, very hard to help us with our passion, photography !!

Let us never forget this when we had sometimes bad luck with a camera or lens.

 

Greetings, Rob van't Woudt The Netherlands http://www.fotorobvantwoudt.nl

[Timhl]

Kongratulations!

- unfortunately we are not all that lucky. My Digilux 2 was send to Solms for

repair october 2006, and has ben there ever since. - Tim

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Kongratulations!

- unfortunately we are not all that lucky. My Digilux 2 was send to Solms for

repair october 2006, and has ben there ever since. - Tim

 

How did you send your camera ? Is the Digilux arrived in Solms, Gewerbepark 8 ?

Do you have a tracking number ? Have you phoned ?

I wish you all the best with your camera and I advice you to inform by Leica.

 

Greetings, Rob

[albertknappmd]

I am happy that Leica rose to the occasion and most reasonable people would not be upset... Enjoy the camera!

[Timhl]

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How did you send your camera ? Is the Digilux arrived in Solms, Gewerbepark 8 ?

Do you have a tracking number ? Have you phoned ?

I wish you all the best with your camera and I advice you to inform by Leica.

 

Greetings, Rob

 

The camera was send there by Leica Denmark, it went into repair on october 31., and

I have the tracking no, so I can every day check on "repair tracking" and se that my

camera is still in repair.

Leica Denmark have phoned, but they seem to be waiting for spare parts, and they do not know anything about when they will be able to return my Digilux 2. Right now I do not

know if i have a camera for the summer holiday. - Greetings, Tim

[Timhl]

How did you send your camera ? Is the Digilux arrived in Solms, Gewerbepark 8 ?

Do you have a tracking number ? Have you phoned ?

I wish you all the best with your camera and I advice you to inform by Leica.

 

Greetings, Rob

 

The camera was send there by Leica Denmark, it went into repair on october 31., and

I have the tracking no, so I can every day check on "repair tracking" and se that my

camera is still in repair.

Leica Denmark have phoned, but they seem to be waiting for spare parts, and they do not know anything about when they will be able to return my Digilux 2. Right now I do not

know if i have a camera for the summer holiday. - Greetings, Tim

[Guest magyarman]

I also dropped off three lenses for coding, one of which also needed a CLA.

 

I thing this was big help make softer them fast fix up your M8

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The camera was send there by Leica Denmark, it went into repair on october 31., and

I have the tracking no, so I can every day check on "repair tracking" and se that my

camera is still in repair.

Leica Denmark have phoned, but they seem to be waiting for spare parts, and they do not know anything about when they will be able to return my Digilux 2. Right now I do not

know if i have a camera for the summer holiday. - Greetings, Tim

 

Dear Tim, are you a professional photographer ? Anyway, you can try to mail to Frau Andrea Frankl (Profi-service) with your number and ask what the problem is.

The digilux 2 from a free lance photographer that I send in was back in about 8 days ! But it is possible that your repair ask for spare parts that they don't have but ask them !

 

Good luck, Rob