msadat Posted March 1, 2007 Share #1 Posted March 1, 2007 Advertisement (gone after registration) i sent my m8 for service, got an email from NJ that the camera is fixed and is being shipped from Germany and i would have it in my hand two weeks ago exactly. well the camera did not show up, emails go unanswered, after repeated phone calls, they told me last Tuesday it will be in my hands. on Tuesday afternoon, i get an email from Robert Fisk, letting me know that camera was shipped on Tuesday and be here on Thursday. i talked to emailed Brenda, Sara and Robert Fisk. you think, they would at least get the service right!! Link to post Share on other sites More sharing options...
Advertisement Posted March 1, 2007 Posted March 1, 2007 Hi msadat, Take a look here NJ Horrors. I'm sure you'll find what you were looking for!
rsh Posted March 1, 2007 Share #2 Posted March 1, 2007 Relax. The folks at Leica NJ work very hard to make sure customers are taken care of. I have known Brenda for years and she is the best. The horror may be in your attitude. Link to post Share on other sites More sharing options...
msadat Posted March 1, 2007 Author Share #3 Posted March 1, 2007 no, it is not my attitude, unfortunately due to the amount leica's I own, I have dealt a lot with them. When they promise a camera to be delivered and two weeks later and many phone calls is not, it is not my attitude. I am going to deal with Solms directly and not leica usa for all repairs now on. Link to post Share on other sites More sharing options...
grober Posted March 1, 2007 Share #4 Posted March 1, 2007 All the Leica folks in New Jersey (USA) are scrambling around with their hair on fire, trying to serve their customers. Clearly, their main enemy is a cranky, antiquated information system for the tracking of customer work orders and shipping verifications. Consider this: it's still largely managed WITH PAPER RECORDS!!!. The sudden and unplanned requirement to ship many customer-owned M8 cameras back to Germany didn't help either. Don't bash Brenda or Robert or anyone else that answers the phone. They're doing the best that can under a very out-of-date and largely manual information processing system. -g Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted March 1, 2007 Share #5 Posted March 1, 2007 Fyi leica gets a container usually on Monday from Germany into the customs area . leica does not get this container until late Tuesday from US customs . On Wednesdaythey start unpacking and sorting it all out to different dealers , customers and such. Usually everything gets shipped Thursday or Friday second day air. here is the rub your dealing with US customs and they may not release these containers on time and due to weather anything can happen. These are like 18 wheel truck containers, ther huge and do take time. Now as far as leica NJ i have had nothing but EXCELLENT service from everyone i talk to or deal with. But remember there human and not a machine Link to post Share on other sites More sharing options...
gesper Posted March 1, 2007 Share #6 Posted March 1, 2007 I agree. I found Robert Fisk and the NJ team do their very best to keep everyone happy. Remember, none of this is their fault; they didn't design or build these cameras or cause any of the problems they are trying to help get corrected. Link to post Share on other sites More sharing options...
msadat Posted March 1, 2007 Author Share #7 Posted March 1, 2007 Advertisement (gone after registration) Koolaid!! Link to post Share on other sites More sharing options...
msadat Posted March 1, 2007 Author Share #8 Posted March 1, 2007 you can not work for a company say it is not my fault but the computer system's or... this country is all about service now. I agree. I found Robert Fisk and the NJ team do their very best to keep everyone happy. Remember, none of this is their fault; they didn't design or build these cameras or cause any of the problems they are trying to help get corrected. Link to post Share on other sites More sharing options...
mooky Posted March 1, 2007 Share #9 Posted March 1, 2007 Hey there everyone. This my first post, though I've been reading from time to time. I've been involved with Leica camera products for over 40 years and I have to agree with the positive comments about New Jersey and Germany. Nobody is perfect, yet we as Leica users certainly expect it - after all, the equipment has a way of making us 'see' the world differently - it has made me a much better photographer. The kind of perfection we seem to demand is hard to find in today's world - and they are doing what they can to appease a bunch of perfectionists who demand the best of the old and the best of the new,,,,hang in there. Who hasn't had the impatient bug with Leica from time to time!!!! They're doing the best they can.......try and stay positive. Link to post Share on other sites More sharing options...
wattsy Posted March 1, 2007 Share #10 Posted March 1, 2007 I don't think anybody expects perfection and I'm sure most people understand that Leica's resources are a bit strained at present. However, if somebody at Leica informs you that something is going to be shipping on a particular day, it is not unreasonable to expect the item to turn up a day or two later. Link to post Share on other sites More sharing options...
Guest stnami Posted March 1, 2007 Share #11 Posted March 1, 2007 ... relax and have a couple of shots of malt......... ahh...... see everything is better now. If that doesn't work watch a bit of TV Link to post Share on other sites More sharing options...
stuny Posted March 1, 2007 Share #12 Posted March 1, 2007 I've used Leica NJ service 5 times (zoom lens, R8, DMR, D2, trinovids) in the 8 years I've had Leica products, and each time my experience was at the very least quite good. Link to post Share on other sites More sharing options...
ddp Posted March 1, 2007 Share #13 Posted March 1, 2007 Koolaid!! Then complain to Solms. Good Lord. People are trying to give you alternate scenarios based on their own experience. If you can't accept that, deal with it. This country is more about whiners than service at this point. Sense of entitlement anyone? Link to post Share on other sites More sharing options...
grober Posted March 1, 2007 Share #14 Posted March 1, 2007 you can not work for a company say it is not my fault but the computer system's or... this country is all about service now. Agreed. But just to clarify my earlier post in this string: neither Brenda nor Robert threw this canard in my face. I simply pieced together conclusions about their IT system from several comments like, "Someone mis-filed the paperwork that contains the UPS tracking number for your camera." Leica management, both Solms and USA, just doesn't see or understand the need for a modern CRM and work order tracking system. The Leica information workers must grapple with an obsolete IT system which necessarily results in less than optimal service to the customer. Don't bash the worker-bees: it's Leica management that should awake. -g Link to post Share on other sites More sharing options...
jrc Posted March 1, 2007 Share #15 Posted March 1, 2007 I don't doubt that the people in NJ work hard, and have the best of intentions, and that the situation is confusing, but some of us (not me) have to take time away from work to meet the Fed-Ex or UPS guy, or the package goes back, or could get stolen if left around an apartment complex. Leica should always make it clear, if they don't know precisely when a package is going out, that they don't know. When they do know, they should give you a tracking number so that you can tell when it will arrive. Because my job has a good deal of flexibiity, I can hang around home and work, and if Fed-Ex doesn't show up, that's not a big deal. For some people, it's a considerably bigger deal. We're not just whining, we're talking about a lost work day. JC Link to post Share on other sites More sharing options...
msadat Posted March 1, 2007 Author Share #16 Posted March 1, 2007 Yes, JC, you got it I don't doubt that the people in NJ work hard, and have the best of intentions, and that the situation is confusing, but some of us (not me) have to take time away from work to meet the Fed-Ex or UPS guy, or the package goes back, or could get stolen if left around an apartment complex. Leica should always make it clear, if they don't know precisely when a package is going out, that they don't know. When they do know, they should give you a tracking number so that you can tell when it will arrive. Because my job has a good deal of flexibiity, I can hang around home and work, and if Fed-Ex doesn't show up, that's not a big deal. For some people, it's a considerably bigger deal. We're not just whining, we're talking about a lost work day. JC Link to post Share on other sites More sharing options...
msadat Posted May 9, 2007 Author Share #17 Posted May 9, 2007 Just a reminder about NJ leica service i sent my m8 for service, got an email from NJ that the camera is fixed and is being shipped from Germany and i would have it in my hand two weeks ago exactly. well the camera did not show up, emails go unanswered, after repeated phone calls, they told me last Tuesday it will be in my hands. on Tuesday afternoon, i get an email from Robert Fisk, letting me know that camera was shipped on Tuesday and be here on Thursday. i talked to emailed Brenda, Sara and Robert Fisk. you think, they would at least get the service right!! Link to post Share on other sites More sharing options...
glenerrolrd Posted May 9, 2007 Share #18 Posted May 9, 2007 There should be no excuse for poor communications. It may take years to train a technician and the number of individuals may be limited. Thats disappointing but a reality when you release a product that is both beloved but has so many service requirements. Thats not true for customer service.....you can hire a few extra people and set up some manual checks and balances . Its not that hard . When you are ready to ship sit someone down and email every customer with the tracking numbers . Thats a clerical position. Working hard , good people with good intentions will not suffice . Leica I assume reads these posts sometimes ..they need to get the message. Having a M8 just show up on your door step doesn t appear to be smart business. Now if you are having great results with Leica Service that seems fair ..telling a poster that he is out of line for complaining ...well why bother ? Link to post Share on other sites More sharing options...
marknorton Posted May 9, 2007 Share #19 Posted May 9, 2007 Well, msadat, you're in CA so your camera did a round trip of 12000 miles with all the shipping and customs uncertainties that implies. You clearly don't run a business which ships internationally, maybe you're one of 75% of Americans who has never been abroad. Link to post Share on other sites More sharing options...
ho_co Posted May 9, 2007 Share #20 Posted May 9, 2007 Mehrdad, this is crazy. If Leica said "It's coming UPS" (or FedEx or pigeon post or whatever), you could track the shipment on the web with the shipper. Then you could see that it wasn't shipped and wouldn't have to complain. Amazon.com's web site once said they had "shipped" an item to me on a given date, but it was actually 6 days later that UPS finally got hold of it and started the shipment to me. So what? Bad weather, missed communications, difference in meaning in use of the term "shipped," whatever. It got here later than predicted and I was annoyed, but you can't let that anger you. My gosh, if you get angry over that, wait until you grow up and life throws you a real curve (baseball speak; maybe poor idiom here). You did get the camera back, right? So why do you still nurse a grudge? My lord, look at the lies we're told every day by the government if you want to find a cause to fight. --HC Link to post Share on other sites More sharing options...
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