ralph1464 Posted June 18, 2012 Share #1 Posted June 18, 2012 Advertisement (gone after registration) The Leica company of yesteryears with its rock-solid, dependable customer support with ample gestures of “service goodwill” has changed to the behavior of a start-up organization: Disorganized, incompetent, late. My M9P and one lens which I dropped off last week in person during my current Germany visit was sitting there without being worked on, notwithstanding the urgency which I communicated to them from the get-go. The service lady there, Ms. McPherson, claims that she never got my reply email with my signed acknowledgement of their quote and the attached pdf. file. After much telephone wrangling this morning they send the lens and the camera back, untouched. I spend a week in Germany without being able to use it, and can take it back now to the US “as-is”. At least the camera and the lens had a chance to see the premises. Link to post Share on other sites More sharing options...
skinner Posted June 18, 2012 Share #2 Posted June 18, 2012 Hi, just for clarity on the post: were they expecting you? i.e. did you let them know you were coming and have a pre-arranged slot to get it fixed or did you just turn up with the camera/lens expecting them to have availability? Just curious Steve Link to post Share on other sites More sharing options...
stuny Posted June 18, 2012 Share #3 Posted June 18, 2012 Hopefully you brought along one of your other cameras so that you could take photos regardless of the rate and quality of service. BTW: What was wrong with the camera and lens? Link to post Share on other sites More sharing options...
andybarton Posted June 18, 2012 Share #4 Posted June 18, 2012 When you left the camera with them, did you get a written agreement that they would work on it straight away as an urgent item? Witn something this time-critical, it's always worth a phone call the next day to check that something hasn't gone astray in the email process. My experience with this type of thing is to never take anything for granted. Link to post Share on other sites More sharing options...
k_g_wolf ✝ Posted June 18, 2012 Share #5 Posted June 18, 2012 >> Ralph The lady you mentioned is the receptionist. Your Email should have been addressed to the person, which was handling the quotation. You will most likely find another name of a C/S-person in the letter which you had to confirm. Nevertheless, I feel sorry for your bad luck ... Faxes and E-mails are a dangerous business-concept. best GEORG Link to post Share on other sites More sharing options...
jaapv Posted June 18, 2012 Share #6 Posted June 18, 2012 "The urgency you communicated" Does that mean you paid 200 Euro for Express Service or that you are a member of the Pro Service? The conditions are clearly set out on the website. Otherwise it is highly unlikely that you would get the camera back within two weeks. Please correct me if I am wrong, but the image that gets projected to me is somebody who asks for a factory visit, gets told by mail that it is not possible at the moment, rolls up at the factory reception nevertheless, gets upset for not being welcome, being directed to CS for a repair, marches in, demands that his repair be given preferential treatment, and now is complaining because the adminstrative process did not live up to his expectation. It is quite normal for all of us to have a one day wait for the camera to entered into the administration, a day for examining it, a next day sending of the estimate and, after the customer responds, a day or two for the permission to be entered into the system and having the camera sit in line a few days or a week before going into repair. Normal turnaround two or three weeks. Sometimes Leica surprises the customer with a faster turnaround, and sometimes something happens like missing spare parts that makes it (a lot!) slower. If you want preferential treatment, Leica offers that, but you have to pay like you pay for first class in the plane or you must be a registered professional who depends on his camera for his income. And sometimes Leica will give a courtesy upgrade like any company, but it is at their discretion and not a right that you can demand. Actually, my M9 is in Solms right now for a repair and I would dearly like to have it back for the weekend as I have a shoot for a charity I am supporting, but I am not hopeful. However, if the reason for the delay were you barging in front of me I would not be pleased. Link to post Share on other sites More sharing options...
Manolo Laguillo Posted June 18, 2012 Share #7 Posted June 18, 2012 Advertisement (gone after registration) Sorry, but I do disagree with your affirmation, ralph1464. In my experience the Leica Service at Solms is professional, trustful, courteois and quick. When I visited Solms the 28th Dec 2011 (ie in the Christmas Holidays, which means less people working there) I did it after fixing the appointment at the beginning of December. I thought it would be only a quick check, so that I could drive back to Frankfurt/Main with the M9 and those 3 lenses. But they kept everything, because they needed more time. I am a professional photographer, so that I could be put in an advanced spot on the line without having to pay 200 euros. And they lend me a M9 body, so that I could work with other lenses I own. The equipment was again in my hands less than a week later, when I was back in Barcelona. I write this because the Leica CS at Solms deserves to be defended. You will find many stories like this one in this forum. Link to post Share on other sites More sharing options...
jaapv Posted June 18, 2012 Share #8 Posted June 18, 2012 Well, because of this thread I was inclined to call CS to ask about my camera. It turns out they sent it off today, a week ahead of schedule:):) Link to post Share on other sites More sharing options...
NikonJeff Posted June 18, 2012 Share #9 Posted June 18, 2012 If you want preferential treatment, Leica offers that, but you have to pay like you pay for first class in the plane or you must be a registered professional who depends on his camera for his income. I had inquired about Pro Service for my digital M and was told in an email the following: Regarding your question about Professional Service; we currently do not have this available at our Allendale, NJ facilitly. Kind Regards, Carmen Vargas Leica Camera Inc. 1 Pearl Court, Unit A/ Allendale, NJ 07401 / USA Leica Camera AG / Telephone: (+1) 800-222-0118 Ext: 9932 / Direct Telephone (+1) 201-962-9932 Fax: (+1) 201-995-1684 I'm a wedding photographer and have an NPS membership so I would like to have the same with my Leica gear. Hopefully over the next year I'd like to transition some of my work exclusively to Leica shooting... Jeff Link to post Share on other sites More sharing options...
jaapv Posted June 18, 2012 Share #10 Posted June 18, 2012 That is correct. On Leica's website the contact details for the Pro Service are clearly set out; they run through Solms, not Allendale. We offer additional advantages to professional photographers as for example a very quick service or material loan during repair. To obtain information and apply to this service, please contact: Address: Leica Camera AG Leica Customer Care - Profi Service Solmser Gewerbepark 8 35606 Solms Phone: 06442 - 208 189 Fax: 06442 - 208 339 E-mail: [ see site] Link to post Share on other sites More sharing options...
NikonJeff Posted June 18, 2012 Share #11 Posted June 18, 2012 That is correct. On Leica's website the contact details for the Pro Service are clearly set out; they run through Solms, not Allendale. Well that's convenient - NOT Link to post Share on other sites More sharing options...
jaapv Posted June 18, 2012 Share #12 Posted June 18, 2012 Why not? Solms is the central organisation. If needed the service will be extended through Allendale, It appears to be best to keep the registration in one location. Local importers are basically not involved - nowhere, not even the USA. Link to post Share on other sites More sharing options...
NikonJeff Posted June 18, 2012 Share #13 Posted June 18, 2012 Why not? Solms is the central organisation. If needed the service will be extended through Allendale, It appears to be best to keep the registration in one location. Local importers are basically not involved - nowhere, not even the USA. I understand (sort of) why professional service is done at Solms but logistically it would make it more convenient (and in theory quicker) to have the equipment serviced here in the states for those of us who live here... Spoiled I guess since Nikon USA handles NPS repairs - no need to send to the home office in Japan. Different philosophies for different companies... Link to post Share on other sites More sharing options...
Jamie Roberts Posted June 18, 2012 Share #14 Posted June 18, 2012 I thought pro service was handled in NJ as well. Interesting that registration has to go through Solms, though. It makes sense. Link to post Share on other sites More sharing options...
andyedward Posted June 18, 2012 Share #15 Posted June 18, 2012 I had my d3x repaired and returned within 9 working days. As far as I know, my camera remained in the UK during this period. Progress updates came via nikons online repair tracking system. Hows that for service?! Link to post Share on other sites More sharing options...
jaapv Posted June 18, 2012 Share #16 Posted June 18, 2012 Probably the same as the repair tracking on the internet by Leica. Or Canon Or Olympus Or... Link to post Share on other sites More sharing options...
mmradman Posted June 18, 2012 Share #17 Posted June 18, 2012 I had my d3x repaired and returned within 9 working days. As far as I know, my camera remained in the UK during this period. Progress updates came via nikons online repair tracking system. Hows that for service?! I had lens serviced by Nikon UK in the past, took some weeks as key part had to be shipped from Japan, price, don't have me started. Ever since have respect and taste for old fashioned all mechanical design - regardless of brand. As much as it would be nice to see Leica matching Nikon's service resource in major markets we are after all comparing Golliath vs David - which one is holding slingshot. Link to post Share on other sites More sharing options...
nick.edwards1 Posted June 18, 2012 Share #18 Posted June 18, 2012 I have just received my M8 back from repair at Solms. My experience is that most of the repair time has been consumed by the postal system - in my case between the UK and Germany - that is in sending the camera, receiving the quote then sending the agreement and payment details. Once this had been done I observed through the tracking system that my repair was carried out in one day and dispatched the next - the repair seems to have been started immediately they got my written agreement. In mycase I opted for the 100 euro fast track channel which I chose as I needed my camera for my nephew's wedding at the end of June. I would agree with Jaapv, that having paid for a fast track service I would not have been pleased if everyone who knocked on the door would be entitles to jump the queue. If your camera was faulty I just wonder why you did not leave it with them and pay for the fast track service? Best Regards, Nick Link to post Share on other sites More sharing options...
CalArts 99 Posted June 18, 2012 Share #19 Posted June 18, 2012 I sent my M9 to the NJ facility without contacting them first. I simply sent in the camera with a note attached describing the issue. I heard nothing from them for a week but I knew they received the camera since I had the FedEx tracking information. By the 10th business day, I sent a brief email only asking if the camera was indeed received. I got an immediate reply back that it had been already repaired and shipped. Two days later it was on my doorstep. No fuss, no series of emails, and no phone calls back and forth. It was all very straightforward: 'mail it out, wait a bit, and get it back.' Link to post Share on other sites More sharing options...
IkarusJohn Posted June 18, 2012 Share #20 Posted June 18, 2012 I have always found the people at CS in Solms fantastic to deal with. Professional, courteous and helpful, esp considering the pressure they are under. Cheers John Link to post Share on other sites More sharing options...
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