hoppyman Posted February 23, 2014 Share #41 Posted February 23, 2014 Advertisement (gone after registration) Hi Mark. my post wasn't to intended to minimise or excuse anything about the OP's delays at all. In fact I mentioned that the delays were frustrating. My M and 50 were away longer than I would have liked as well. (after damage caused by me). Only for one third of the absence was the equipment in process in Germany though. I did mention some of the factors that contributed to that. My post was just to provide a few facts related to what happens here and why right now. I have had a good relationship and experience with both Leica Camera AG and Leica Camera Australia personally. Companies and dealers that are the subject of complaints here very seldom have the opportunity to put forward their viewpoints here and I think that these threads deserve balance. I think that the majority with positive experiences tend to post less maybe exactly because they have no complaints. Link to post Share on other sites More sharing options...
Advertisement Posted February 23, 2014 Posted February 23, 2014 Hi hoppyman, Take a look here Either I'm one of the unluckiest Leica owner or seriously their QA is dreadful!. I'm sure you'll find what you were looking for!
Ozkar Posted February 23, 2014 Share #42 Posted February 23, 2014 And a shop with an excellent reputation... ... that provided erroneous advice. Link to post Share on other sites More sharing options...
jaapv Posted February 24, 2014 Share #43 Posted February 24, 2014 Indeed, even the highest and mightiest can stumble.... Link to post Share on other sites More sharing options...
MarkP Posted February 24, 2014 Share #44 Posted February 24, 2014 [quote=hoppyman;2635747 Companies and dealers that are the subject of complaints here very seldom have the opportunity to put forward their viewpoints here and I think that these threads deserve balance. I think that the majority with positive experiences tend to post less maybe exactly because they have no complaints. Agreed. Exactly why my post was balanced and not specifically critical of any individual or company here in Australia. It is the whole workflow and inadequate support from Germany where the problem lies Regards, Mark Link to post Share on other sites More sharing options...
huckles Posted March 28, 2014 Author Share #45 Posted March 28, 2014 Hi all, I haven't been on in a while. Just to update on what is happening. Leica Australia is offering a full replacement. So some happy news to end this drama. kind regards, Van. Link to post Share on other sites More sharing options...
jdlaing Posted March 28, 2014 Share #46 Posted March 28, 2014 All's well that ends well. Link to post Share on other sites More sharing options...
hoppyman Posted March 28, 2014 Share #47 Posted March 28, 2014 Advertisement (gone after registration) Great news for you and well done to Leica Camera Australia. Good on you for following up and letting us know the outcome too. Link to post Share on other sites More sharing options...
FlashGordonPhotography Posted April 2, 2014 Share #48 Posted April 2, 2014 I'm glad you've got your replacement. Wish I had my 90mm Summarit back. That one spent 3 months in repairs because calibration was off. Once back it sat at CC in Melbourne until I chased it because it had dust in it and they were waiting for customer contact to decide what to do (is it just me or should they be doing the contacting??) So that one is back in Solms. And the 135mm I sent at the same time is still not right and will need to be sent back again (not until I have a 90mm). I feel sorry for my dealer putting up with my ranting. If anyone from Leica ever called me they'd have an ear chewed off for sure. And while my 90mm may be away for six or so months do you think there has been a single offer of a loaner, even for a short term. Nothing. Deathly silence. Something is very, very broken with Leica Australia support. And unless you're close enough to drive down and stand at the counter I suspect they don't care that much. I was within a hairs breath of selling all my Leica gear for the same reason as the others have mentioned. I didn't but the brand is tarnished a bit. I wouldn't recommend Leica to anyone, that's for sure, as much as I enjoy the brand myself. I't would be less frustrating to fly to Europe and purchase there, to be honest. And probably cheaper if we flew to the US. The local camera dealers and importers want support. They want us to purchase locally and then do exactly what will make us bypass them in the future. Gordon Link to post Share on other sites More sharing options...
FlashGordonPhotography Posted April 2, 2014 Share #49 Posted April 2, 2014 All's well that ends well. I don't see it that way. A god out come for sure. But all would have been well if Leica Australia had jumped all over this immediately. It's very sad that a customer has to go through all this just to get the level of service a premium product deserves. I dropped a camera into Olympus Australia late last year. Got a text about logging the goods into service. Got a text about parts. And another one that the goods were ready to collect. Bought a Sony A7 that came with a lens adaptor by redemption. Got a confirmation email for the voucher in an hour. Got an email next day apologising for a delay in supply due to demand. They were apologising it was going to take 10 days instead of three. So it can be done. Leica Astralia have my phone and email on the repair docket. Would it be so hard to keep the customer informed and up to date? Communication is the key. Camera Clinic and Leica Australia don't have that. Fail. Gordon Link to post Share on other sites More sharing options...
hamey Posted April 4, 2014 Share #50 Posted April 4, 2014 It's good to see another AUSTRALIAN speaking out.....Lol Well done Gorden, however now you will be treated as a troll for criticising dear old Leica. Ken Link to post Share on other sites More sharing options...
FlashGordonPhotography Posted April 4, 2014 Share #51 Posted April 4, 2014 Troll? Maybe. Unfortunately all true facts though. I've also said exactly the same to the dealer and told him to pass it on to Leica. I got real close to selling the lot. Real close. But I've decided to not let them affect my enjoyment of the brand. That's why I bought an M240 and ordered a WATE this week. I'm still a Leica fan. Not so much for the Australian component. Hopefully someone from Leica Australia reads this and takes it seriously. Change is needed. Godon Link to post Share on other sites More sharing options...
hamey Posted April 5, 2014 Share #52 Posted April 5, 2014 Yes I know it's terribly frustrating, I have bitched on this forum several times about Leica but I stilll love the Marque. I have never really forgiven Solms for killing my beloved R system, their solution for us R users (M240) is not very good in my opinion, though I must admit I do like the M240, I have played with it and certainly is a lovely camera, perhaps I might hire one and take it out in the field. On occasions I have my up's and down but when I'am out with my Leicas I immediately feel better. It must be true what they say about Leica, It has a soul. Good Luck. Ken. Link to post Share on other sites More sharing options...
jdsheepdog Posted April 5, 2014 Share #53 Posted April 5, 2014 It's good to see another AUSTRALIAN speaking out.....Lol Well done Gorden, however now you will be treated as a troll for criticising dear old Leica. Ken A troll? Never. There has been nothing but representation of the fact, and expression of understandable frustration, that is not trolling, and the point made repeatedly about communication is the lynchpin. My own experience with Leica Australia, when they replaced my M8, which had chronic electrical problems, was one of wordless disinterest. The camera was returned to the Brisbane dealer, who, I presume, sent it to Leica Australia. Without a word, without explanation, another camera was given to me by the dealer some weeks later, presumably on the authority of Leica Australia. I get the impression of an dimly lit upstairs room, linked to the street by creaky old stairs. A pile of silver boxes of different sizes fills one corner. There is a desk piled with shipping documents, and an old computer monitor sitting on a Melbourne phone book, the screen covered with "post-it" notes. A myopic little man in a not too clean shirt and tie, his half eaten lunch resting on stack of Noctiluxes, waits for the world to turn until time zones permit him to place a collect call to Germany, for which they will likely reject charges. I do hope they follow this thread, it is the only thing that may spur them into better communication. Link to post Share on other sites More sharing options...
jaques Posted April 6, 2014 Share #54 Posted April 6, 2014 in all fairness to the Australian side- anecdotally- from what I can tell- they have been inundated with problems from brand new Leica products. Many M240's have had to be replaced in short order, many lenses have had to go back- and many times this has all had to happen more than once. My own experience getting service down under has been very poor in the past (Adeal) but more recently was quite good. Lets hope it continues to improve... Link to post Share on other sites More sharing options...
erl Posted April 6, 2014 Share #55 Posted April 6, 2014 I take on board the local (Oz) complaints as real. This must be balanced against the exceptional service that is also possible, and does happen, locally. I have lost count of the times local repairs have been expedited successfully for me by Camera Clinic. On one occasion, as example, the Melbourne technician personally carried my Noctilux to Germany for urgent service (he was travelling anyway) and said he would personally supervise its restoration. regrettably the work was sub standard, but on his return he accurately calibrated the lens to my satisfaction. On another occasion he readjusted my 135mm lens while I waited and chatted to the the girls in reception. My secret? NEVER lose your temper, or get cross with the sevice staff, but ALWAYS maintain a civil if firm POV. Courtesy has a natural reward. Anger NEVER imbues cooperation and assistance. I am wondering how this scenario plays out in some of the previously posted complaints. Mind you I am not suggesting that Leica Service in OZ or anywhere is blameless, but solutions appear faster with understanding and courtesy. Link to post Share on other sites More sharing options...
hoppyman Posted April 6, 2014 Share #56 Posted April 6, 2014 Oh dear that is quite a tale. I can give you some facts though. Leica Australia of course didn't exist when you apparently had a problem with an M8 that was replaced for you via Adeal who had the agency previously. Unless this was some out of warranty recent incident?? Was the Brisbane dealer one of the only two current M dealers here? If so I hope that you have a better relationship now. Every customer deserves good support. Me, I'm glad that you got a replacement camera at least? I'm sure that you weren't being literal in your description of the facility and their customer service person though. Maybe pretty harsh there. Yes I have been in that room. Sorry no creaky stairs and gargoyles on the battlements ;-). Small secure organised brightly light and clean and no steam powered computers in sight. The gentleman in place would maybe laugh at your description of him. He is now a dedicated (I mean appointed position) customer service person and actually only recently visited by the German boss to sit down on how they can make service better for Australians. In my case when I noted in my feedback to Solms that the process via Camera Clinic was slower than I would have liked, I got direct contact from Germany with an apology. I was in their office at 5 to 5 on a Friday before a long weekend. They loaned me an S for the weekend after previously loaning me an M and Noctilux for a previous shoot while mine was still away. He had in his hand a copy of my report to Germany and asked if I would mind going through every response with him. If you do happen to ring Leica Camera Australia on any matter the person up front is the nicest woman you could possibly meet as well as a photographer herself. I would be astonished if you didn't get a friendly professional response from her. So you can see that my experiences have been very positive. I hope that yours with LCA are now too. A troll? Never. There has been nothing but representation of the fact, and expression of understandable frustration, that is not trolling, and the point made repeatedly about communication is the lynchpin. My own experience with Leica Australia, when they replaced my M8, which had chronic electrical problems, was one of wordless disinterest. The camera was returned to the Brisbane dealer, who, I presume, sent it to Leica Australia. Without a word, without explanation, another camera was given to me by the dealer some weeks later, presumably on the authority of Leica Australia. I get the impression of an dimly lit upstairs room, linked to the street by creaky old stairs. A pile of silver boxes of different sizes fills one corner. There is a desk piled with shipping documents, and an old computer monitor sitting on a Melbourne phone book, the screen covered with "post-it" notes. A myopic little man in a not too clean shirt and tie, his half eaten lunch resting on stack of Noctiluxes, waits for the world to turn until time zones permit him to place a collect call to Germany, for which they will likely reject charges. I do hope they follow this thread, it is the only thing that may spur them into better communication. Link to post Share on other sites More sharing options...
jdsheepdog Posted April 6, 2014 Share #57 Posted April 6, 2014 Oh dear that is quite a tale. I can give you some facts though.Leica Australia of course didn't exist when you apparently had a problem with an M8 that was replaced for you via Adeal who had the agency previously. Unless this was some out of warranty recent incident?? Please don't take my occasional Dickensian fantasies too seriously, and I doubt (hope) that others don't. You are right in assuming it was Adeal. I do apologize for that. Further, the large distributor at Mt Gravatt in Brisbane, who did sell and subsequently deal with, the M8, told me that were "getting out of Leica" when I went in last September (roughly) to get a price on the M240. Which, by the way was supplied finally by the Perth dealer who CLA'd some lenses for me while working there, and about whom I cannot say enough nice things. I have no doubt that the situation is much improved from the middle of the last decade! Link to post Share on other sites More sharing options...
Malvolio Posted April 7, 2014 Share #58 Posted April 7, 2014 I had dealings with Leica Australia early last year and I cannot praise their response to an issue enough. I had purchased a 28 Cron that exhibited severe back focus issues. The lens was replaced with another that had the same issues and it was not until a third lens was sent to me did the issue resolve. It was done no questions asked and I'm conjunction with Camera Clinic who made sure the third lens was within spec. The experience was overall very positive. Sent from my iPhone using Tapatalk Link to post Share on other sites More sharing options...
hoppyman Posted April 7, 2014 Share #59 Posted April 7, 2014 jd, I know that dealer and visit them regularly. They are nice folks. I don't know how much volume of Leica equipment they actually sold. In fact I initially had a quote from them and paid a deposit for my M (typ 240), around the same time that you mentioned actually. This was at the time when the number of authorised dealers here was reducing. They had my deposit for some months after that. After it became clear that they no longer held a dealership they refunded my deposit at my request. That was well into the New Year. I was fortunate that one of the then two remaining dealers agreed to match that initial quote and did supply me. It was thanks to Leica Camera Australia that the length of time I had already waited in the queue was taken into consideration for that supply too. Link to post Share on other sites More sharing options...
jdsheepdog Posted April 8, 2014 Share #60 Posted April 8, 2014 When we get back to Brisbane later this year, I will be going to see them again. They process my Velvia by mail, since no one in Tasmania does C31 any more. It is good to hear the news of great improvement in Leica Australia, and believe me, I am delighted to be proven wrong. Link to post Share on other sites More sharing options...
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