Deliberate1 Posted August 16, 2013 Share #1 Posted August 16, 2013 Advertisement (gone after registration) Disappointment triggered by a cracked sensor in my M9 has ended with a new enthusiasm for my "investment" in Leica. It is remarkable what a good service experience can do. Two weeks ago I detected what I knew in my gut to be a cracked sensor. And the fellow at Dale confirmed it. Because it is covered as a free fix, the rep suggested that I send the camera to them and they would handle the posting to Leica in NJ. Problem is that I am going to Alaska at the end of the month, and the 3 week turn around from the time it reached Leica cut that way too close. So I sent the camera directly to Leica last Monday. Two days later I spoke with Carmen who is a delightful representative. She confirmed receipt of the camera, noted the tight time frame and assured me that I would have the camera back during the week of August 19th - well before the three week estimate. I was thrilled. But not so thrilled as I was when the camera arrived today - just 9 days after it arrived in NJ. Indeed, I have a new sensor. But that is not all. The slip confirms Leica went through the camera and restored it to factory specs - recalibrating the metering and focusing systems. They did a "pixel/column restoration," "DANA" (?) and upgraded the firm-ware. They even sent the camera back with a new body cap. But most surprising is the refitting of the body covering with leatherette. I never thought there was anything wrong with the old vulcanite cover - but they must have and replaced it gratis. So I got back what is, to my mind, a brand-new camera. And along with it, a brand new appreciation for a company that, at least in this case, took very good care of its customer. Well done. David Link to post Share on other sites More sharing options...
Advertisement Posted August 16, 2013 Posted August 16, 2013 Hi Deliberate1, Take a look here Yet another reson to buy Leica - service. I'm sure you'll find what you were looking for!
macjonny1 Posted August 16, 2013 Share #2 Posted August 16, 2013 Awesome!! Link to post Share on other sites More sharing options...
stuny Posted August 16, 2013 Share #3 Posted August 16, 2013 Your experience with Carmen matches mine. Link to post Share on other sites More sharing options...
Deliberate1 Posted August 16, 2013 Author Share #4 Posted August 16, 2013 Your experience with Carmen matches mine. She is the gold-plated Leica. David Link to post Share on other sites More sharing options...
Jchen Posted August 16, 2013 Share #5 Posted August 16, 2013 I never thought there was anything wrong with the old vulcanite cover - but they must have and replaced it gratis. maybe they had to remove the old one to repair the sensor and replaced it afterwards Link to post Share on other sites More sharing options...
NikonJeff Posted August 16, 2013 Share #6 Posted August 16, 2013 It's nice to hear positive stories once in a while... And everyone is correct - Carmen is the glue holding things together at Leica, NJ... Nothing but good experiences dealing with her. No company is perfect, but when you're laying down the cash for a professional camera you have the expectation of exemplary service to go along with it. Link to post Share on other sites More sharing options...
Deliberate1 Posted August 16, 2013 Author Share #7 Posted August 16, 2013 Advertisement (gone after registration) maybe they had to remove the old one to repair the sensor and replaced it afterwards Good point. I assumed that they would go in through the lens opening. Anyone? David Link to post Share on other sites More sharing options...
digitalfx Posted August 16, 2013 Share #8 Posted August 16, 2013 The body cover is replaced on every repair, its required as all the access screws are under the covering. Link to post Share on other sites More sharing options...
jip Posted August 16, 2013 Share #9 Posted August 16, 2013 I send mine in too lately, to check the paralax correction and the shutter button, but they replaced almost everything... even the sensor, no idea why... something to do with the coating coming loose... The vulcanite was also replaced, but this is not because there is something wrong with it but because they have to take it of to look inside the camera... so they have to replace it, and they no longer carry the vulcanite, so now every body gets the leatherette. Ofcourse they CLA the camera Link to post Share on other sites More sharing options...
Rick Posted August 16, 2013 Share #10 Posted August 16, 2013 Carmen. :D:D Link to post Share on other sites More sharing options...
Guest tanks Posted August 16, 2013 Share #11 Posted August 16, 2013 The body cover is replaced on every repair, its required as all the access screws are under the covering. Oh, what happens if one has an aftermarket custom body cover, like the lizard one Jaap has on his MM? Link to post Share on other sites More sharing options...
jaapv Posted August 17, 2013 Share #12 Posted August 17, 2013 They e-mail the customer to ask what kind of a-la-carte leather he would like. I don't have lizard on my MM. Granite-grey kid leather. Link to post Share on other sites More sharing options...
M. Valdemar Posted August 17, 2013 Share #13 Posted August 17, 2013 Of course they have to recalibrate everything when they replace the sensor. And do a "pixel/column restoration" to map out the bad pixels on the new sensor. They can fill up the repair order with all sorts of procedures to make it sound impressive, instead of just saying "replace cracked sensor". And "upgrading the firmware"? A two minute job you should have done yourself a long time ago. Link to post Share on other sites More sharing options...
jaapv Posted August 17, 2013 Share #14 Posted August 17, 2013 I can just imagine your post if they returned the camera with a terse: "repaired camera":rolleyes: What is wrong with listing the work carried out? Link to post Share on other sites More sharing options...
AlanJW Posted August 17, 2013 Share #15 Posted August 17, 2013 +1 fo Carmen at Leica NJ. Late last year my M9 had persistent dirt on the sensor so I brought it in along with a lens to be 6-bit coded. The sensor was replaced, and camera re-covered also. It took more than 9 days (If I am remembering correctly it was about 3 weeks), but throughout there was an effort to get things done right. Link to post Share on other sites More sharing options...
M. Valdemar Posted August 17, 2013 Share #16 Posted August 17, 2013 I would be satisfied with a speedy return of the "repaired camera" in like new condition. I can just imagine your post if they returned the camera with a terse: "repaired camera":rolleyes:What is wrong with listing the work carried out? Link to post Share on other sites More sharing options...
StephenPatterson Posted August 17, 2013 Share #17 Posted August 17, 2013 Carmen. :D:D +1 Link to post Share on other sites More sharing options...
algrove Posted August 17, 2013 Share #18 Posted August 17, 2013 +1 Another+1. A few months ago I had a trip scheduled in less than 10 days and could not get the sensor clean on my MM. Sarah in CS said send it in and I will get it back to you with time to spare. Got it back in 3 days from their receipt and they had had to replace the sensor in it! This saved the shoot which had been scheduled for months. Link to post Share on other sites More sharing options...
jaapv Posted August 17, 2013 Share #19 Posted August 17, 2013 I would be satisfied with a speedy return of the "repaired camera" in like new condition. You mean like the OP? Link to post Share on other sites More sharing options...
Guest tanks Posted August 17, 2013 Share #20 Posted August 17, 2013 They e-mail the customer to ask what kind of a-la-carte leather he would like.... Well, that just rules out any of the after market expensive leathers for me if I were so inclined. I can just imagine someone paying for an alligator covering, and then having to have it destroyed in order to service the camera. Link to post Share on other sites More sharing options...
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