NJ screws up again.

[canlogic]

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It is now 8 weeks and I am still waiting on the return of my camera. I had previously found out that they had delayed shipping it to Germany and about a month later that they got it in Solms. The repair took less than 10 days and it was at NJ last friday. I was assured that it would ship on monday. After waiting all week I decided to contact them this afternoon and found out that they only shipped it back to me today. I was told that it was delivered to shipping on monday but didn't get sent out. Robert called me and appologized but I am still without a camera.

 

rant over.

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[jrc]

rant over.

 

Thar's not a rant. That's just the introduction to a rant. My feeling is, after six weeks, you're entitled to go on for a least a couple of hundred words.

 

JC

[woodyspedden]

It is now 8 weeks and I am still waiting on the return of my camera. I had previously found out that they had delayed shipping it to Germany and about a month later that they got it in Solms. The repair took less than 10 days and it was at NJ last friday. I was assured that it would ship on monday. After waiting all week I decided to contact them this afternoon and found out that they only shipped it back to me today. I was told that it was delivered to shipping on monday but didn't get sent out. Robert called me and appologized but I am still without a camera.

 

rant over.

 

Frankly I think the situation is somewhat ridiculous. Leica has been ripped on some of these forums (fora?) for not knowing how to deal with the failures of the M8's introduction. I believe the situation is reversed from that............they don't know how to cope with the tremendous success of the M8! They are backed up to their eye teeth trying to cope with the number of lenses to be upgraded to coded status, can't cope with the number of units that need to be shipped to Solms, Solms is so backlogged they can't get out of their own way etc etc. No way is this due to camera problems but rather camera success. The good news is that backlogs eventually go away but the ever evolving M8 will continue to become a better camera. This is super because it will assure that Leica has the financial resources to stay a player albeit a niche one and develop first the new R Digital body and then new versions of the magnificent M.

 

Just MHO

 

Woody

[stephengilbert]

I spoke with Liz at Leica today. She was helpful and courteous, as she always is. The problem with forums like these is that the majority of posters who feel compelled to say something are those that have something to complain about. I think the people at Leica USA are doing a very good job, and my camera works, too. So there.

 

Steve Gilbert

[johnbuckley]

I think Woody is exactly right: they are going flat out, partly because of the issues created by the M8, mostly because of the tremendous success of the M8.

 

They are a small, thinly staffed company. Some of the communications issues, I am certain, emanate from simply not having enough people in their communications area.

 

I had difficulties getting my camera back from Solms -- it took about 20 days from the time the website said it was now fixed to the time my M8 showed up at home. In between were several frustrating calls with Leica in NJ -- they assured me the camera would be home soon and it kept taking forever.

 

But I chalk this up not to incompetence or bad service per se but simply they are overwhelmed and understaffed. And frankly, for the health of a company whose products we love, that's better than them sitting there with no business at all.

[canlogic]

I spoke with Liz at Leica today. She was helpful and courteous, as she always is. The problem with forums like these is that the majority of posters who feel compelled to say something are those that have something to complain about. I think the people at Leica USA are doing a very good job, and my camera works, too. So there.

 

Steve Gilbert

 

When I have spoken to them I found the same but....

 

1. When my camera went through them to Germany they held it in NJ for almost 3 weeks before sending it on.

 

2. Robert Fisk confirmed last friday that he had received my camera back from Germany and that it would ship monday. He then confirmed to me this afternoon they had screwed up and didn't ship it back to me till today.

 

Maybe talking nice to you makes for good service not for me.

Yes I know they are busy but I am not talking about the actual repair it was done in 8 days. Waiting week after week just for shipping is ridiculus.

[jeff_weir]

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Frankly I think the situation is somewhat ridiculous. Leica has been ripped on some of these forums (fora?) for not knowing how to deal with the failures of the M8's introduction. I believe the situation is reversed from that............they don't know how to cope with the tremendous success of the M8! They are backed up to their eye teeth trying to cope with the number of lenses to be upgraded to coded status, can't cope with the number of units that need to be shipped to Solms, Solms is so backlogged they can't get out of their own way etc etc. No way is this due to camera problems but rather camera success. The good news is that backlogs eventually go away but the ever evolving M8 will continue to become a better camera. This is super because it will assure that Leica has the financial resources to stay a player albeit a niche one and develop first the new R Digital body and then new versions of the magnificent M.

 

Just MHO

 

Woody

 

That's an interesting spin on the problem.

 

Jeff

[ho_co]

I have no idea of actual numbers, but I agree with Woody.

 

If you've got a company that sells, say, 100 cameras a week (M7, MP, R9), and staff your company for that kind of turn; and then you get a new model that is selling at 1000 cameras a week and taking lenses off the shelf with it, you are way understaffed, period.

 

And it would be crazy for Allendale to hire new staff just to handle the M8 situation, because in a couple months it will die down. Previously, there were almost no repairs that New Jersey couldn't handle Stateside. Now there is a single big one that a big batch of M8s need.

 

It's great to say "the actual repair only took 8 days," but you need to count in batching and shipping and Customs and registering and entering into the repair queue etc. The last time I saw the doctor, we only talked for about ten minutes, but the lab tests and getting the lab results have taken two weeks.

 

I don't know how NJ batches cameras for shipment, but obviously they can't afford to do it by onesies and twosies. Have you ever got to the ferry landing just after the boat left? That may be what happened to your camera when it got to NJ--maybe just the day before they had shipped a pallet of M8s and yours just happened (unluckily) to be the first for the next batch.

 

Okay. Done. I am sorry someone said "today" and meant "four days from now." I'm sorry you're without a camera. But considering the load Leica is pulling right now (clearly their most successful product in decades), I don't think it's worth starting a thread to complain about it.

 

Please pardon me if this sounds personal, Tim. I don't mean to attack anyone; you paid for the camera, probably knowing that it would need to go back to Germany, but you never figured it would take this long and you want to start taking pictures. Okay, I understand and I sympathize. And they built up your anticipation by giving you a wrong ship date--not unforgivable, but certainly annoying. But when you get the camera Monday or Tuesday, will you have the courtesy to start a thread saying "Hallelujah! My M8 is finally here"?

 

I'm sure no one would start a new thread saying "Wow, I've got my M8, but I still can't use it--Where are those freebie filters?"

 

Respectfully,

--HC

[canlogic]

I have no idea of actual numbers, but I agree with Woody.

 

It's great to say "the actual repair only took 8 days," but you need to count in batching and shipping and Customs and registering and entering into the repair queue etc.

 

I don't know how NJ batches cameras for shipment, but obviously they can't afford to do it by onesies and twosies.

 

Okay. Done. I am sorry someone said "today" and meant "four days from now." I'm sorry you're without a camera. But considering the load Leica is pulling right now (clearly their most successful product in decades), I don't think it's worth starting a thread to complain about it.

 

Please pardon me if this sounds personal, Tim. I don't mean to attack anyone; you paid for the camera, probably knowing that it would need to go back to Germany, I'm sure no one would start a new thread saying "Wow, I've got my M8, but I still can't use it--Where are those freebie filters?"

 

Respectfully,

--HC

 

First off I was told by Leica they ship once a week, every week to Germany. They held mine for almost 3 weeks. It arrived in Germany on a Friday afternoon. It cleared customs and was in Leicas hands on monday. It entered the repair stream on tuesday and was completed the following friday. It shipped monday and was in NJ hands on friday. It was in shipping on monday morning.

 

Second I bought my M8 the 4th of November and did not know it would have to go back to Germany, that it would need to uv filters to function correctly or have such problematic firmware. Still I didn't care. I wasn't worried too much about the magenta cast as it doesn't affect the type of photography I do. I had none of the problems others were having and always shoot raw so wasn't too worried about the white balance etc. I accepted all of Leicas "fixes" but the one thing I expected was that the actual repair would be handled efficiently. I can live with delays to the firmware, I can live with delays with the filters etc and I can live with the 10 day turn around for the repair. What I find unacceptable is that out of the 8 weeks (2 weeks for repair, 2 weeks shipping back and forth to Germany and 1 week back and forth to me) is the other 3 weeks lost.

 

If you want to be an Appologist for Leica thats fine.

 

Leica may be a fairly small company but they have been in business for a long time, long enough to learn how to streamline shipping.

 

And yes I do love the camera.

[dspeltz]

It is now 8 weeks and I am still waiting on the return of my camera. I had previously found out that they had delayed shipping it to Germany and about a month later that they got it in Solms. The repair took less than 10 days and it was at NJ last friday. I was assured that it would ship on monday. After waiting all week I decided to contact them this afternoon and found out that they only shipped it back to me today. I was told that it was delivered to shipping on monday but didn't get sent out. Robert called me and appologized but I am still without a camera.

 

rant over.

 

According to Fedex tracking mine arrived in memphis on March 1 and has been waiting for clearance ever since. I have no idea why, however I left yesterday for 2 weeks on vacation without it. It would have been nice to have it. Maybe they are cleared in big batches every couple weeks.

[Guest magyarman]

If is so sucessifully M8 than Leica suppose have money take anothers work men if needs. I understand is difficulty for take it work men fix up camera, becaus before this people mast to study. Oba this case is prablem only post back finish M8 to costumor. Why is big prablem find it person what now how close up box and gift to post?

[george +]

Well, I never thought that I would agree with Blasko. But he is right on this one - even though I still do not believe him to be Hungarian.

 

I usually defend Leica, but not on this one. Administrative help is readily available for contract. And contract help could handle the scheduling, packaging, tracking and communications much better than Leica could ever hope to do.

 

Maybe it is time for them to look for such help.

[hammam]

...

 

I'm sure no one would start a new thread saying "Wow, I've got my M8, but I still can't use it--Where are those freebie filters?"

 

Respectfully,

--HC

 

Maybe not start a new thread (although...) but, come to think of it: «Hey, where are my freebie filters?» Ordered them a month ago by fax. Never got so much as an aknowledgment. And still waiting for them.

 

I think the « huge load of sudden work on the shoulders of poor tiny Leica company (and especially Leica, NJ) due to the succes of the M8 » apology is getting more lame by the week. A lot of people are in fact held hostages because they have no other choice than to go through Leica, NJ. I am sorry, but three weeks before shipping a $4,500 camera under warranty to Solms for repairs is unforgivable. And another one week before sending it back to its owner makes it even worse.

[ho_co]

Olivier--

You're right. The introduction of the M8 has not been smooth. But nothing with Leica has ever been smooth. They're always backordered on something, and now they're backordered on a lot. They are always frustrating for just that reason. They come out with a new product, then hit production delays, some completely incomprehensible.

 

Being told "we ship once a week" and then finding that my camera sat for three weeks would annoy me as well. But was Tim the only person so affected? There was one weekend in January when Allendale was closed because of weather. That could account for one missed week's shipping.

 

I don't mind being called an apologist for Leica. When I read complaints that really don't serve any purpose other than expressing negative opinions, I see no reason that I shouldn't respond from the opposite side. That is, complaining that "I got a bad deal" is fine if it makes you feel better. But it doesn't help straighten out a messed-up delivery status.

 

There are threads where someone posted some pictures and someone else says "Gosh, those are lousy!" Same idea here to my mind. Tim is getting bad service, and he's probably not the only one. Some of those pictures may not be very good. But what's the benefit of commenting on that? It won't make the pictures better, and it won't bring the camera home sooner.

 

I think the « huge load of sudden work on the shoulders of poor tiny Leica company (and especially Leica, NJ) due to the succes of the M8 » apology is getting more lame by the week.

It is getting harder and harder to get mileage from that one, isn't it?

 

But take a look at Pete Myers' comments at LuLa for March 9 PMA 07 Report in regard to Leica's current situation.

 

It annoys the bejabbers out of me as well not to get an acknowledgment when I place an order. But I've seen that occur with a number of organizations other than Leica. Germany definitely has better public relations than the US in things like these minor courtesies.

 

I respect the fact that the filters are late, the software is late, the cameras are late--but I stand by my contention that Leica wasn't ready for the hubbub. Allendale could afford to hire some mailroom personnel as Ferenc said--but gosh, this is the first time in several decades that they've had a chance to be profitable! Give 'em a break!

 

--HC

 

And BTW--remember that the particular phraseology of "the « huge load of sudden work on the shoulders of poor tiny Leica company (and especially Leica, NJ) due to the succes of the M8 » " is yours, not mine. I think my argument was far more subtle and generous than that.

[canlogic]

The only thing I am hoping is that they start to learn and to improve from the negative posts. If people don't complain nothing will ever change. It wont help me but it may help someone else down the road and that will help us all and certainly help Leica down the road.

[krimple]

Yes, I waited for somewhere close to eight weeks, most of the time the camera was in transit somewhere. The fix only took several days. I was very frustrated, and felt that my camera was held much too long as well...

 

I even waited until after the new year, as requested, so that I would not have to wait too long to get the repair done.

 

Leica should recognize that they have a problem here and address it. Publicly. Maybe extend our warranties another year. Train some NJ techs on replacing the sensor boards, etc. I wonder what Leica NJ can do on the M8? If I have a rangefinder adjustment, can it be done there, or does it go to Germany?

 

I'm glad mine is back, and it is working very well, but it really never should take this long to get a repair on a defect from the factory.

 

Ken

[ho_co]

"Leica should recognize they have a problem."

 

Or

 

"I should recognize that I must have something better to do."

 

Check out this guy's attitude: http://www.leica-camera-user.com/digital-forum/18554-timeline-lens-coding-ir-filters.html#post195953

 

What did Carly Simon say? "Anticipation is makin' me wait..."

 

Go shoot your other camera while you wait for the M8. You'll appreciate it all the more when it comes back.

 

And me, I still haven't received mine. So what's the big deal? You write negative stuff, I counter with positive stuff.

 

Don't we both have something better to do?

 

--HC

[hammam]

"Leica should recognize they have a problem."

 

Or

 

"I should recognize that I must have something better to do."

 

Check out this guy's attitude: http://www.leica-camera-user.com/digital-forum/18554-timeline-lens-coding-ir-filters.html#post195953

 

What did Carly Simon say? "Anticipation is makin' me wait..."

 

Go shoot your other camera while you wait for the M8. You'll appreciate it all the more when it comes back.

 

And me, I still haven't received mine. So what's the big deal? You write negative stuff, I counter with positive stuff.

 

Don't we both have something better to do?

 

--HC

 

Howard, I know you're well intentioned and all, but don't shoot the messenger. And, please, don't lecture them about what they should do with their lives People are frustrated by the inexcusable delays in sending out and returning $4,500 brand new broken cameras under warranty. Just grant them a bit of the understanding you give Leica.

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[ho_co]

Thanks, Olivier!

 

I do go a little over the top at times, don't I?

 

--HC

[msadat]

The exact same thing happened to me!! looks like they got a good work flow going over there. very consistent!!

 

on my replied on the forum, was a lot of support for leica NJ and how good they are!! well it seem not!!

 

When I have spoken to them I found the same but....

 

1. When my camera went through them to Germany they held it in NJ for almost 3 weeks before sending it on.

 

2. Robert Fisk confirmed last friday that he had received my camera back from Germany and that it would ship monday. He then confirmed to me this afternoon they had screwed up and didn't ship it back to me till today.

 

Maybe talking nice to you makes for good service not for me.

Yes I know they are busy but I am not talking about the actual repair it was done in 8 days. Waiting week after week just for shipping is ridiculus.