Steele_Perkins Posted August 11, 2013 Share #1 Posted August 11, 2013 Advertisement (gone after registration) Hi firstly I should say hello to all and have been a lurker but not posted. Great information and input on this forum so thank you. I purchased an X1 from Leica Mayfair with full passport (one of the last in stock after the release of the X2). I paid a slight premium for the knowledge that I would have a passport with the camera. Five weeks ago I noticed a large foreign object on my sensor, and the camera started to lock up when it went to power save. This was not limited to one particular SD card and I regularly format all my cards and spend money on decent branded SDHC's. I decided to return the camera under the passport. I contacted Mayfair and they agreed to send UPS to collect, I received the forms and noticed that the camera would only be covered for a max of £500 so if lost in transit I would be considerably out of pocket. There is no option to add insurance to the service offered by Leica- seems crazy to address the package to a well known expensive brand and send it into the wild with out insurance, in my mind this was asking for the camera to go missing in transit. Anyway I decided to pay for insured courier to Mayfair and then it would be their responsibility if the camera went missing between London and Solms. No contact from Leica so had to chase to find out what the status was with the repairs to be informed that the camera was back in London and they had powered it up to find dirt now in a different place on the sensor and so it would have to be returned again to Solms (6 weeks know - The same time I have owned the X for!) Leica offered me a loan camera which had to be collected from the store as they won't courier loan cameras, I live 200 odd miles from London so a close friend collected the camera, The camera arrived filthy and this is not an exaggeration greasy finger marks all over the lens and more to the point with no battery?? What is going on with Leica, I have a long history with Leica and this is not what I have come to expect. :confused: Link to post Share on other sites More sharing options...
Advertisement Posted August 11, 2013 Posted August 11, 2013 Hi Steele_Perkins, Take a look here Poor passport service. I'm sure you'll find what you were looking for!
wattsy Posted August 11, 2013 Share #2 Posted August 11, 2013 I contacted Mayfair and they agreed to send UPS to collect, I received the forms and noticed that the camera would only be covered for a max of £500 so if lost in transit I would be considerably out of pocket. I wouldn't have thought so. If Leica arrange (and pay for) collection, my view is that they take on the risk associated with that collection. £500 would more than cover the 'internal' cost of Leica losing the X1. Link to post Share on other sites More sharing options...
dkCambridgeshire Posted August 11, 2013 Share #3 Posted August 11, 2013 Hi firstly I should say hello to all and have been a lurker but not posted. Great information and input on this forum so thank you. I purchased an X1 from Leica Mayfair with full passport (one of the last in stock after the release of the X2). I paid a slight premium for the knowledge that I would have a passport with the camera. Five weeks ago I noticed a large foreign object on my sensor, and the camera started to lock up when it went to power save. This was not limited to one particular SD card and I regularly format all my cards and spend money on decent branded SDHC's. I decided to return the camera under the passport. I contacted Mayfair and they agreed to send UPS to collect, I received the forms and noticed that the camera would only be covered for a max of £500 so if lost in transit I would be considerably out of pocket. There is no option to add insurance to the service offered by Leica- seems crazy to address the package to a well known expensive brand and send it into the wild with out insurance, in my mind this was asking for the camera to go missing in transit. Anyway I decided to pay for insured courier to Mayfair and then it would be their responsibility if the camera went missing between London and Solms. No contact from Leica so had to chase to find out what the status was with the repairs to be informed that the camera was back in London and they had powered it up to find dirt now in a different place on the sensor and so it would have to be returned again to Solms (6 weeks know - The same time I have owned the X for!) Leica offered me a loan camera which had to be collected from the store as they won't courier loan cameras, I live 200 odd miles from London so a close friend collected the camera, The camera arrived filthy and this is not an exaggeration greasy finger marks all over the lens and more to the point with no battery?? What is going on with Leica, I have a long history with Leica and this is not what I have come to expect. :confused: And what did Leica Mayfair say about the soiled loan camera and the missing battery? Hope you soon receive your X1 back. I've read several forum posts stating that cameras have been returned after repair with the same faults. Does anyone know if Leica Solms repair cameras 'in house' or if they are they sent to a contract repairer(s)? dunk Link to post Share on other sites More sharing options...
jaapv Posted August 11, 2013 Share #4 Posted August 11, 2013 Leicester does all repairs in house. Link to post Share on other sites More sharing options...
dkCambridgeshire Posted August 11, 2013 Share #5 Posted August 11, 2013 Leicester does all repairs in house. Should this read 'Leica' ? dunk Link to post Share on other sites More sharing options...
Steele_Perkins Posted August 11, 2013 Author Share #6 Posted August 11, 2013 Thanks for the interest, I am still waiting for a response from Leica re the poor state of their loan camera. There was no strap, no box not even a bag until my friend collecting the camera requested one. All in all a shocker. I was informed also that until the Camera reached Solms it would be under my insurance not Leica as is there loan camera under my insurance. Link to post Share on other sites More sharing options...
jaapv Posted August 12, 2013 Share #7 Posted August 12, 2013 Advertisement (gone after registration) Should this read 'Leica' ? dunk @#$%!! spell-checker/correction software. Link to post Share on other sites More sharing options...
jaapv Posted August 12, 2013 Share #8 Posted August 12, 2013 Thanks for the interest, I am still waiting for a response from Leica re the poor state of their loan camera. There was no strap, no box not even a bag until my friend collecting the camera requested one. All in all a shocker. I was informed also that until the Camera reached Solms it would be under my insurance not Leica as is there loan camera under my insurance. If you send a camera in and get a loaner - which in itself is excellent service and by no means standard practice with any camera maker, except for pro service- it seems to me that it is reasonable for Leica to presume that you have all the accessories you need, so why should they send them? Having to give this *used* camera a quick wipedown is hardly the end of the world. Certainly no grounds for an internet rant imo. Link to post Share on other sites More sharing options...
jaques Posted August 12, 2013 Share #9 Posted August 12, 2013 presume that you have another battery? I don't think that is reasonable... perhaps if they asked rather than assumed there would be less chance of frustration? Link to post Share on other sites More sharing options...
jaapv Posted August 12, 2013 Share #10 Posted August 12, 2013 Another battery? Just the one that came with the original camera. Normally one would send in the camera minus the battery, SD card, strap etc... Link to post Share on other sites More sharing options...
Jeff S Posted August 12, 2013 Share #11 Posted August 12, 2013 Aside from this particular situation, I recommend carrying insurance on expensive camera gear at all times, preferably covering all circumstances, including damage or loss due to one's own negligence. Policy availability, terms and costs vary by location and circumstance, but at a minimum, one should explore all options for peace of mind. Jeff Link to post Share on other sites More sharing options...
Steele_Perkins Posted August 12, 2013 Author Share #12 Posted August 12, 2013 If you send a camera in and get a loaner - which in itself is excellent service and by no means standard practice with any camera maker, except for pro service- it seems to me that it is reasonable for Leica to presume that you have all the accessories you need, so why should they send them? Having to give this *used* camera a quick wipedown is hardly the end of the world. Certainly no grounds for an internet rant imo. It is not really a rant, I am just a little disheartened by the service that I have been offered. The head of customer care was aware that my returned camera had the power supply still in it as he powered the camera up to see the images highlighting the dirt on the sensor that were on the internal memory to assist with the repair whilst we were on the phone together. I am sorry If I have come across as an internet ranter it was not my intentions. Link to post Share on other sites More sharing options...
jaapv Posted August 12, 2013 Share #13 Posted August 12, 2013 In that case they should certainly have included the battery. I suppose- hope- that they sent it asap? Link to post Share on other sites More sharing options...
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