Response Time From 'repair@leicacamerausa.com'

[arthury]

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On the average, how long does 'repair@leicacamerausa.com' take to respond to your e-mails?

 

May be I should add more info about why I am asking this. I sent them an email about dust slipping into the M8's LCD and wanting to send it in for service. No reply so far.

 

Do I need to arrange with them or do I just send it in on my own accord?

[Philinflash]

Sender's patience limit plus three days.

[barjohn]

So far, I am not impressed. I sent my camera overnight last week. According to UPS it was delivered on 4/2 and signed for. When I called to get a status on Friday they said they had received it on 4/3??? I don't think UPS was wrong as I tracked the shipment. Then, I was informed that a technician would look at it on Tuesday (today) and send me a letter by snail mail on his finding. They have my email, snail mail and phone number. Why a snail mail letter? This is the 21st century so communications should be improving, not getting worse or going backwards.

 

I plan to call them today and find out what is happening. The supply pipe seems to be full now so there should be no reason not to send a replacement on a 3 month old camera. The consumer should not have to wait 1 or more months for a repair on a new purchase of this magnitude. Is this what is meant by great Leica customer service? If so, we clearly have different ideas as to what constitutes great customer service.

[gman]

My experience with the 'repair' email is similar- somewhat the black-hole of Leica. Better to send an email directly to Robert Fisk in the repair department. I believe his email is 'robert.fisk@leicacamerausa.com' and I've gotten pretty quick response from him.

 

As far as the snail mail letters from the repair department- I also don't get it! Must be that they've done it that way so long they can't break out of that process. I've also given an email address, phone #s, etc. but never been contacted by those means.

 

 

jeff

[gravastar]

............................... Why a snail mail letter? This is the 21st century so communications should be improving, not getting worse or going backwards........................

I believe this is company policy. They do not want to hold lists of client's telephone numbers due the possibility of them falling into wrong hands and the associated theft from premises. Leica UK refused to take my telephone number when I recently left lenses with them for coding - they insisted on contact by snail mail.

 

Bob.

[Guest guy_mancuso]

Legally it is called a paper trail. I get them usually after the work has already been done. When i send something in i just say fix it and call me with a estimate if it is over a certain amount otherwise just do it and charge my CC.

 

For example we all know a lens coding is 125 US. just tell them to do it and here is my card info. No need for a estimate. Depends on what you are having done also

[malcolm]

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On the average, how long does 'repair@leicacamerausa.com' take to respond to your e-mails?

 

May be I should add more info about why I am asking this. I sent them an email about dust slipping into the M8's LCD and wanting to send it in for service. No reply so far.

 

Do I need to arrange with them or do I just send it in on my own accord?

-------------------------------------

Arthur,

My experience (in dealing with the Solms M8 hardware upgrade, and 3 lens codings by Leica USA) is that e-mails to the Repair Dept. are often not responded to. However, if you call 800-222-0118 and ask for the repair dept., you'll most likely be connected to Robert Fisk (or at least his voice mail). Once you get through to him, he's polite, knowledgeable, and prompt in his response. Alternatively, you can FAX 201-995-1684.

[malcolm]

So far, I am not impressed. I sent my camera overnight last week. According to UPS it was delivered on 4/2 and signed for. When I called to get a status on Friday they said they had received it on 4/3??? I don't think UPS was wrong as I tracked the shipment. Then, I was informed that a technician would look at it on Tuesday (today) and send me a letter by snail mail on his finding. They have my email, snail mail and phone number. Why a snail mail letter? This is the 21st century so communications should be improving, not getting worse or going backwards.

 

I plan to call them today and find out what is happening. The supply pipe seems to be full now so there should be no reason not to send a replacement on a 3 month old camera. The consumer should not have to wait 1 or more months for a repair on a new purchase of this magnitude. Is this what is meant by great Leica customer service? If so, we clearly have different ideas as to what constitutes great customer service.

----------------------------------

John,

When I sent lenses to Leica USA for coding, and after confirming UPS delivery date, the date on the written Repair Estimate form (later snail-mailed) was one business day later. I'm assuming the Repair Dept.'s receipt (for packages so addressed) doesn't necessarily get into "the system" on the day of delivery.

[barjohn]

Malcolm,

 

I can't speak for everyone but this appears to be a poor business practice. If you have multiple items with values in the thousands of dollars the controls should require that upon receipt from the shipper it is entered into the system with its serial number and customer information before it is placed in secure storage. Having a day between receipt and entry into the system is a formula for theft or losing an item. Maintaining an auditable chain of custody on expensive merchandise is just good business practice.

 

I spoke again with a person at Leica today (Sarah) and she is unable to tell me anything other than that they have it. Maybe I need to sell them the system I just designed for the Navy. A sailor will be able to track his shipboard test equipment to the lab and see what is happening to the item while it is there, such as received, inducted on the technician's work bench, waiting parts, completed, shipped, etc. It includes satellite linkage so it works even if the ship is underway. She seemed surprised that I wanted an email status rather than snail mail. By the way, legally email may be better proof than snail mail unless sent certified. Email leaves a trail on every server that handles it, snail mail does not leave such a trail.

[msadat]

the last three times my dealing with leica USA service has been nothing but disaster. but you dare bring it in this group!! all is well in leica usa service land. last time, every body said, they are overworked with a bad system and all the M8 issues have put them under. i beg to differ. They need to overhaul the service department all together

[pemayeux]

I have to say - the service department in NJ is pretty low on service. I sent my 50 and 75 mm in for focus adjustment the March 3. After three weeks, with no communication, I called Robert Fisk. He gave me some line that the tech had not finished evaluating the lenses and that someone would call me the following day. I waited three days, called again. Got the same line from a lady in the service department. A week later, she calls back and informs me the lenses have to go to Solms. I told her fine, send them on. Last week I get two letters, one for each lens, advising that they need my approval to send them to Germany, and that this is the second request for approval. These were the first documents received. I faxed back my approval and can only hope that the lenses are now on their way to be repaired.

 

This is my third dealing with that service department. About four years ago, I sent my M6 in for a light leak problem. After using the camera for several years, I started to get a really strange flare in the center of the frame. It happened with all of my lenses. I sent the camera in, they checked it and the lenses, sent all back and said no problems found. I went back to shooting and sure enough the problem was still there. I sent it back with a test roll of film documenting the flare. This time they wrote on the repair order that they "adjusted" it. I got it back and the problem was still there. This problem went on for about 8 months from the time I first sent it to the time I finally got rid of the camera. Each tme they would have it for at least six weeks. I ended up selling it fand getting my MP. Needless to say - I have very low expectations from that service center.

[ho_co]

Paul--

You do change lenses in the shadow of your body, don't you, and not in direct sun? That's the only thing I can think of that would show that kind of symptom, though it wouldn't explain why the camera started showing flare only after several years of use.

 

Oh, well...

 

--HC

[barjohn]

I really wish that posts like these weren't necessary. Those of you in the professional community that have some clout with Leica should encourage them to improve their service. Don't attack me by telling me that Nikon or Canon is worse. Bad service is bad service no matter what any other company does.

 

When you purchase a premium product you are entitled to expect premium service whether it is a car or a camera. If one of my employees gave the kind of answers I received today that employee would be severly reprimanded and if it happened a second time they would be looking for a job with someone else. I have no idea how large or small their operation is in New Jersey but I would expect a repair service representative to know or quickly be able to find the answer to such basic questions as how soon will you be able to tell me what action you intend to take, what is the status of my camera, etc. Since she was returning my call, I expected her to have researched the answers to such basic questions before calling me. I already knew from UPS they had the camera.

 

I used to have much more respect for Leica as a company. I thought it represented the best of the best with high quality standards, superb optics and outstanding customer service. I sold my Epson R-D1 thinking that, yes I was paying a lot more, but I would now have a company that would really stand behind their product. Now I am left to wonder...

[msadat]

here is my last thread on the subject

 

http://www.leica-camera-user.com/digital-forum/17733-nj-horrors.html

[ho_co]

Do I need to arrange with them or do I just send it in on my own accord?

Arthur--

You may have noticed that a few posts here have drifted off topic???

 

No, no reason to warn them it's coming unless you've got a special need. Just pack it with a description of the problem and send it.

 

They're normally pretty quick in getting back to you. Last item I sent (under warranty) returned repaired the day after the written acknowledgment.

 

If you want to call first, go ahead, but they'll still need it in order to fix it. On the other hand, with the M8, the camera may need to go to Germany, so you might want to know that ahead of time.

 

Sorry for the problem, and good luck!

 

--HC

[barjohn]

Before I get trashed, I waited until Leica had enough cameras in the pipe so no customer would be deprived of getting a camera. So what did I expect? I expected a quick response that gave me an option to choose. If they could fix the camera in NJ within a week of receipt, that would be one option. A second option would be to replace the camera and the third option would be to send it to Germany for repair and expect a 6 week turn around with shipping and customs. Epson would just replace the camera with a new one and then sell the refurbished camera or the customer could opt for repair and a longer wait. I think it should be a customer option.

[bradreiman]

no offense but...how well is epsons rangefinder division doing at the moment?

[msadat]

why does it matter how epson's rangefinder business is dong? the SUBJECT is LEICA SERVICE

 

no offense but...how well is epsons rangefinder division doing at the moment?

[arthury]

Arthur--

You may have noticed that a few posts here have drifted off topic???

 

No, no reason to warn them it's coming unless you've got a special need. Just pack it with a description of the problem and send it.

 

They're normally pretty quick in getting back to you. Last item I sent (under warranty) returned repaired the day after the written acknowledgment.

 

If you want to call first, go ahead, but they'll still need it in order to fix it. On the other hand, with the M8, the camera may need to go to Germany, so you might want to know that ahead of time.

 

Sorry for the problem, and good luck!

 

--HC

 

OK, I guess if I send it now, I may have to skip using the M8 during the entire summer?

 

But, I want that dust out of the LCD and I also hope they will find out which seal(s) have let in the dust and replace it. This will be the first time I send something in to Leica Service Dept ... let's see if it warms or breaks my heart ...

 

Thanks, for all the forewarning tales ...

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Hallo,

Look here: Leica M

[ho_co]

OK, I guess if I send it now, I may have to skip using the M8 during the entire summer?

 

But, I want that dust out of the LCD and I also hope they will find out which seal(s) have let in the dust and replace it. This will be the first time I send something in to Leica Service Dept ... let's see if it warms or breaks my heart ...

Summer. Hmm. You could always move to the southern hemisphere, I guess.

 

And I agree about the seals. Even if NJ can repair the LCD, they would probably want to send the camera to Solms for just that reason. First time I've heard about something like that. We've had rain and dust reports with no damage to the camera; I guess you just haven't been living in the fast lane enough, Arthur!

 

--HC