robertwright Posted February 19, 2007 Share #1 Â Posted February 19, 2007 Advertisement (gone after registration) What experiences have you had returning defective merchandise to stores; assuming they are open tomorrow on President's day, I am returning "Brick" and asking for a replacement. (Call it "son of Brick") Â Are they going to throw me back on Leica service:-"it's your problem now" or do I have a reasonable right to expect an exchange? The camera failed after exactly 24 hours "in my hand" to borrow a phrase... Â Advice? Link to post Share on other sites More sharing options...
Advertisement Posted February 19, 2007 Posted February 19, 2007 Hi robertwright, Take a look here Was "Dead Horse"; Customer Return Rights and expectations. I'm sure you'll find what you were looking for!
LJL Posted February 19, 2007 Share #2 Â Posted February 19, 2007 What experiences have you had returning defective merchandise to stores; assuming they are open tomorrow on President's day, I am returning "Brick" and asking for a replacement. (Call it "son of Brick")Â Are they going to throw me back on Leica service:-"it's your problem now" or do I have a reasonable right to expect an exchange? The camera failed after exactly 24 hours "in my hand" to borrow a phrase... Â Advice? Â Robert, Not sure where you bought it, but most reputable stores in the US have a 7-day return prolicy, so you should not have a problem. If you approach them with this as a devasting problem that is causing much distress and such, they should accommodate you. You really love and want the camera, and all you are looking for is an exchange for a working version as the one you have does not work. If they have one is stock, they should immediately swap it out. If not in stock, they should give you a refund or you should get the next one they get in (hopefully this week). Â Again, if they are a reputable Leica dealer, you should not have a problem. You should NOT have to treat this as a warranty repair item for you to handle with Leica. They sold something to you that was not functioning properly after a very short period of shooting, and well within return policies of most stores. Â Good luck and please do let us know how this turns out. Â LJ Link to post Share on other sites More sharing options...
marknorton Posted February 19, 2007 Share #3 Â Posted February 19, 2007 Ball-park, the dealer is making $1000 just to have you walk-in off the street and buy the camera. Like taking candy off a baby. Does make me wonder how they justify it if they are not prepared to stand behind the product. It's simply not acceptable to sell a $4800 product and for it to immediately require warranty repair. Â They should exchange it immediately and without question. Link to post Share on other sites More sharing options...
sean_reid Posted February 19, 2007 Share #4 Â Posted February 19, 2007 A good dealer should exchange the camera without hassle. Â Cheers, Â Sean Link to post Share on other sites More sharing options...
rfm Posted February 19, 2007 Share #5 Â Posted February 19, 2007 I had the M8 that had the shutter problems last week.My dealer in Austin would have exchanged it for a new one but they are out of stock. They sent mine to Leica in NJ and they will send me back a new one. I would hope that I get on someones short list and get it back by the end of this week. We'll see Ron Link to post Share on other sites More sharing options...
robertwright Posted February 19, 2007 Author Share #6  Posted February 19, 2007 thanks for the replies  I agree they should just exchange it, although maybe they don't have stock. The store has a 14 day return policy.  What made me question this was the saleperson's comment that Leica really was standing behind this product, I am paraphrasing, and that they were doing all they could to satisfy customers buying M8's. I took this to mean the well-known problems of Ir sensitivity and fixes, etc, but after mine failed I began to wonder if what was meant was whatever happens you will deal with Leica from now on.  Another grey area is that I could not return the camera subsequently the next day as it failed unceremoniously at 5pm Friday...so there is the attendent weekend to consider.  It's not grey in my mind, but I can hear already the dealer's possible excuses should their offhand comments prove to be preamble. Link to post Share on other sites More sharing options...
marknorton Posted February 19, 2007 Share #7 Â Posted February 19, 2007 Advertisement (gone after registration) I've always been surprised where there have been comments here like "I bought this lens, don't know if I like it and may return it". Don't know how prevalent that is but I certainly wouldn't want to buy a lens as new which someone had gone hiking with it in their bag for a weekend and then returned it. Â In your case, though, a failure within 24 hours is the same as DoA IMHO, so they should exchange it or return it for repair, at your option. Depends I guess on how quickly they can get a replacement. A repair is going to be several weeks. Link to post Share on other sites More sharing options...
ken_tanaka Posted February 19, 2007 Share #8 Â Posted February 19, 2007 If you used a credit card to buy the camera (Amex, Visa) you can probably pursue recourse through them if the store gives you trouble. I know that my Amex card offers a buyers' protection program and believe that Visa offers the same. Link to post Share on other sites More sharing options...
robertwright Posted February 19, 2007 Author Share #9 Â Posted February 19, 2007 Ironic that with the Panasonic connection to Leica now, I recently bought a Panasonic DVD player from another local store and got it home and it was actually DOA. It soured me on Panasonic, for no other reason that it was a PITA to hike back there on public transit with the thing. I understand it was one in a thousand maybe, but I did not just go and exchange it for the same model, I chose another player from Onkyo. Â That first impression is all important, and it shows you what kind of fanatical loyalty Leica has that we are all willing so suffer through this to get a working camera. I believe it is worth it in the long run. Â I also believe as I said before that Leica needs to get an M9 out the door in 18 months, and get on the same product cycle as everyone else. What was their strength, their resistance to change, has not fared them well in the last 10 years or so. Leica has an exceptional amount of influence in photography in general considering how tiny they really are, but the straws are thin at this point, and I believe a M9 that follows-up and improves upon the M8 would absolutely show they are in it to make some noise, and not be just a micro-niche player. Â thanks for the responses, hopefully tomorrow I can report that I have another M8 waiting to go. Link to post Share on other sites More sharing options...
robertwright Posted February 19, 2007 Author Share #10 Â Posted February 19, 2007 Update: they took it back immediately, but did not have one to swap it out with. Said that they had been told that Leica NJ was holding back some to provide swaps for this kind of thing. Unfortunatley, could not get Leica on phone on President's Day Holiday. I have my fingers crossed for results later this week. Â Darn Presidents. Link to post Share on other sites More sharing options...
LJL Posted February 19, 2007 Share #11  Posted February 19, 2007 Update: they took it back immediately, but did not have one to swap it out with. Said that they had been told that Leica NJ was holding back some to provide swaps for this kind of thing. Unfortunatley, could not get Leica on phone on President's Day Holiday. I have my fingers crossed for results later this week. Darn Presidents.  Robert, Although you have to wait a bit longer, it does sound like they are going to be doing the right thing for you, and that is good to hear. You will probably have the replacement in hand before the week is out, shooting away and breathing a sigh of relief. Hope this is how it works out for you. Thanks for the update.  LJ Link to post Share on other sites More sharing options...
marknorton Posted February 20, 2007 Share #12 Â Posted February 20, 2007 Yes, goofd result so far and sensible for Leica not to be selling everything in their store cupboard... Link to post Share on other sites More sharing options...
robertwright Posted February 23, 2007 Author Share #13 Â Posted February 23, 2007 Update: camera was accepted for return on monday, there was some to and fro, Leica wanted to fix it initially, thought it was probably the switch, but I asked for an exchange, and when the dealer finally got stock today, I picked another one up. Total time one week, and this was a shortened week with the holiday. Â There was also some to and fro about Leica needing to receive the broken camera back in order to send out one from their reserve, also a little flack that perhaps the dealer's customers were getting a little picky because they had a high rate of return. We had a laugh about that one... Â My dealer was completely standup about this, fotocare in ny, Vinnie is the salesperson. I've known these guys a long time. Â So into the fray, had a job immediately this afternoon and on a partially charged bat went out and did the job, which I can't post for the embargo, but I will update later with experiences or maybe post a blog entry. Â Thanks again to all of the list members who contribute their time and energy and enthusiasm to this forum all go to making a very positive experience, hiccups excepted. Â Robert Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted February 23, 2007 Share #14 Â Posted February 23, 2007 That is great Robert and sounds like it worked out very well. Okay now get out there and shoot it. LOL Link to post Share on other sites More sharing options...
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