gabrielma Posted March 20, 2007 Share #1 Posted March 20, 2007 Advertisement (gone after registration) I've sent three e-mails to Leica Repair (using the only e-mail address that the Leica website lists) concerning an issue I believe I have with my M8. It's been two months since the first e-mail. I've sent the last two in the past five days. No reply, no acknowledgement. Is there a better way to get somebody to care? Link to post Share on other sites More sharing options...
Advertisement Posted March 20, 2007 Posted March 20, 2007 Hi gabrielma, Take a look here Leica USA Repair does not reply to e-mails. I'm sure you'll find what you were looking for!
andybarton Posted March 20, 2007 Share #2 Posted March 20, 2007 The telephone? Link to post Share on other sites More sharing options...
gabrielma Posted March 20, 2007 Author Share #3 Posted March 20, 2007 The telephone? And if you can't use it? Oh, I know: e-mail! Seriously, the telephone is the only way? Why publish an e-mail in the first place? There are some of us who due to travels, access, etc., can't just pick up the phone. They should just be upfront and say "e-mail is not our preferred way of communication, it'll go into a bottomless pit." Link to post Share on other sites More sharing options...
harmsr Posted March 20, 2007 Share #4 Posted March 20, 2007 Gabriel, I have always gotten a fairly prompt response from then, within a couple of days. Personally, I prefer to call and talk to them direct. Robert - Is the front line in the repair area for customer contact. Brenda - Robert's supervisor is also very helpful. David - Is the tech / parts guy that is also normally available by phone. Try calling and asking for Robert Fisk first. This is his direct email also. robert.fisk@leicacamerausa.com Best, Ray Link to post Share on other sites More sharing options...
gabrielma Posted March 20, 2007 Author Share #5 Posted March 20, 2007 Thank you, Ray; that was very helpful. It's frustrating when you get zero responses (or unhelpful, argumentative responses); after a while my patience had run thin. Thanks again. Link to post Share on other sites More sharing options...
peter_n Posted March 20, 2007 Share #6 Posted March 20, 2007 HI Gabriel! Robert is the guy to get hold of. Very helpful. I think they are totally overwhelmed with the M8 issues and so the response time is a bit long at the moment. Link to post Share on other sites More sharing options...
earleygallery Posted March 21, 2007 Share #7 Posted March 21, 2007 Advertisement (gone after registration) If you can't use a telephone (seriously, you don't have a mobile?) how about pen and paper? It's quite probable that the main e mail address has been totally swamped by enquiries about the M8 and you're currently number..............496 in the que. Link to post Share on other sites More sharing options...
robsteve Posted March 21, 2007 Share #8 Posted March 21, 2007 I called them a few months ago expecting to get voicemail and I got straight through. I called early in the morning. Link to post Share on other sites More sharing options...
bono0272 Posted March 21, 2007 Share #9 Posted March 21, 2007 ....... No reply, no acknowledgement. Is there a better way to get somebody to care? Not just Leica USA, but also Leica Solms didn't reply any e-mails. I sent quite a number of e-mails to Leica concerning the DMR new firmware but never receive any responses yet. May be you send them a real letter, but not an electronic one, they will reply you immediately. Look at their paces of getting into the digital camera market, you can predict how long it may take Leica to reply an e-mail. Link to post Share on other sites More sharing options...
bobtodrick Posted March 21, 2007 Share #10 Posted March 21, 2007 Is there some reason that you're emails may be being trashed by Leica's spam system? Over the last year I'd say I've needed to contact NJ four or five times. Always heard back within 48 hours. Link to post Share on other sites More sharing options...
george + Posted March 21, 2007 Share #11 Posted March 21, 2007 I have contacted Leica support USA several times and have always received a reply within a day or less. Sometimes even on week-ends; and PMA Show times. I have also noted from the datestamps that these folks work around the clock. Seven days a week. As to e-mail to and from Germany; I had no luck sofar. Link to post Share on other sites More sharing options...
PaulGuy Posted March 21, 2007 Share #12 Posted March 21, 2007 I recently called NJ and left a voicemail message. The recording says they'll return your call by end of day. They didn't, but they did call 2 days later, and were very helpful I might add. Link to post Share on other sites More sharing options...
chrisweeks Posted March 24, 2007 Share #13 Posted March 24, 2007 leica service rocks! way better than what i've experienced with both nikon (in the past) and canon (currently). i usually call them. just so ya' know. Link to post Share on other sites More sharing options...
gabrielma Posted March 26, 2007 Author Share #14 Posted March 26, 2007 I decided to add some other e-mails that are published on the Leica Contact page, and I did get an answer. Interestingly enough, sending an e-mail to "repair" goes into some black hole, but sending it to "technicalinfo" I got two replies, including one from Mr. Fisk, but somebody else had already assessed my issue. Very attentive and helpful. Turns out, though, that I must send my M8; it needs to get the upgrade. And when it was sold to me I was told it didn't need it. I should follow-up with my seller see what he says. I'll be without my camera for about six weeks, if all reports about the M8 fix turnaround are correct. Ach. Thanks for your help, guys. Link to post Share on other sites More sharing options...
thpeters Posted March 26, 2007 Share #15 Posted March 26, 2007 I just came off the phone this morning Monday March 26, with Robert Fisk, he was very helpful and told me that he has received over 65 emails, no wonder he can not answer them all so quick, Anyways he told me that there working really hard on fixing "my M8" and others who had a back focus problem. They people over there in New Jersey working on it to get to the bottom of this problem. I thought I let you know that LEICA is doing there best to solved it. Still I like to have my camera back as soon as possible in good working mode. Theo Link to post Share on other sites More sharing options...
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