Replacement part problem

[Bob.gibson]

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I own many Leica products including Cameras, Scopes and Binoculars.

Whilst Leica repair and warranty service is second to none their ability to supply genuine replacement parts in New Zealand is woeful.

I have been waiting on a replacement Lens Hood for my V-Lux 3 for over a year. I call into the shop where I placed the order every few months and each time am told its on backorder and will be sent from Germany some time!!!!!!!!!!

I now need a replacement lens cover for my Leica Magnus 1.5-10 scope and was told there would be a considerable time before this is likely to arrive.

I phoned the New Zealand agent and was told there was nothing they could do to expedite the order.

We pay a premium  when we buy quality Leica products but we get very poor service in relation to ordering spare parts.

Can somebody at Leica please explain why this is happening.

Is this common occurrence for other Leica owners in other countries.

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[Manoleica]

Why don't you communicate directly with Leica Corp?....

[wda]

Bob, welcome to the forum. It is unfortunate that you have joined us for your first posting prompted by dissatisfaction with Leica. I suggest you email Leica Custome Services in Germany directly (See contact in your relevant equipment documentation). It does seem unreasonable that your in country agent is unable to give you a satisfactory answer. Leica HQ should be able to do so.

 

Your V-Lux 3 is produced jointly by Leica and Panasonic. Try the Panasonic dealers for the lens hood which will be a Japanese item anyway. Sometimes that route proves cheaper. Let us know how you get on. Meanwhile enjoy your other Leica goodies

[Bob.gibson]

Thanks for the fast response.

I will try contacting Leica in Germany and see what happens.

Cheers

Edited October 29, 2015 by Bob.gibson

[Bob.gibson]

Ok so here is what has happened so far !!!!!

From a forum member I was given the contact details of a  person with Leica.

I emailed her the post I put on this forum but she was on leave and it was forwarded to another person who emailed me back saying he couldn't help but would forward it on yet again to someone else.

 

A few days later I got an email from the local Leica agent asking me to supply addition information.

So I phoned him and had a long chat about what had happened or more to the point what had NOT happened.

He advised that I should have had to wait around 6 weeks for the part and could not comment on why the long delay without speaking to the Retailer with whom I placed the order.

 

I had previously advised the Retailer of all the above (we have long standing relationship (20yrs +)

 

Three days ago got an email from NZ Agent saying they would order the part from Leica and would advise ETA and price.

 

Called into the Retailer yesterday and he said the agent was a bit embarrassed and appear to have screwed up at their end.

 

So still no update from NZ agent will keep you all posted on developments. 

[Bob.gibson]

Its over two weeks since NZ agent sent me the email below and still no price or ETA

 

 

Good morning Mr Gibson

 

I have been contacted by Leica Germany advising me that you are experiencing issues securing spare parts for several Leica products.

Firstly I would like to apologise for any delays you have experienced.

 

Can you please let me know whether you are still wishing  to order the following Leica parts:

[if !supportLists]·        [endif]lens hood for V-Lux 2/3  (part no. 423-094.001-015)

[if !supportLists]·        [endif]lens cover for Leica Magnus 1.5-10      (part no. 613-000.001-999)  

 

If you are, I can confirm pricing and an ETA for parts  shortly after you reply.

 

Please feel free to also contact me if you have any questions, (or comments). We will do our best to get this sorted for you quickly.

 

       

Kind Regards

 

Greg Olesen

Technical Products Manager

 

So I sent this email to NZ Agent:

 

Hi Greg

in your email dated 3/11/2015 you advise that you will be able to confirm price and ETA shortly after my replying to you.

More than two weeks have passed since I replied and you still haven't advised me of price or ETA.

Regards

 

Bob

 

The almost immediate reply was:

 

Hi Bob

 

Thanks for coming back and reminding me…

I haven’t chased any follow up to pricing and availability as I should have – I too have dropped the ball, and I apologise

I will resend to Germany and have an answer tomorrow.

 

Kind Regards

 

Greg Olesen

 

Technical Products Manager

 

WTF !!!!

 

Any way I now have a price and a ETA of Jan 2016.

 

I'm really annoyed about the lack of service from Leica's NZ agent

 

Next time I need a Leica part I will find someone in Europe to purchase it for me and then ship it to NZ.

[jaapv]

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That might be a good idea. I stood on the hotshoe cover of my M and called CS in Wetzlar. In two days it arrived in the mail.

[Bob.gibson]

Thanks jaapv can you send me a link to CS in Wetzlar

cheers

Bob

[jaapv]

Have a look at Leica’s website.

[Yachtboy9]

I came across your thread and i feel for you. It's not a NZ thing or any particular market thing. I too have an older compact, a V-lux2 for which I need a replacement lens hood. The equivalent Panasonic model DMC-FZ100 seems to not exist for them either, so ordering the Japanese equivalent is a non starter. Once upon a time I was associated with Leitz Wetzlar, their Scientific Instruments division and the cameras were all under one roof. But here's the rub about Germany companies and my experience extends to other German optical companies - They are disorganized beyond belief and customer support for discontinued models is virtually non existent. It was much better with the film cameras and parts, service, etc for M2 or M4 was great. But even in this product line they tend to abandon users if they deem it a product that was not a solid hit for them. Take for example the late lamented Leicaflex and Leica R series film cameras. Excellent products, but not quite up to what some fanatical german engineer wanted and a supposed dead end fo them. In the marketplace of used Leica equipment, they get a turned up nose from the factory. Yes Leica is now a very separate entity legally but as well historically. They take no pride or satisfaction on what they created prior to the most current models. Their forays into early digital cameras such as their point and shoot C lux and D lux series are lost in their corporate history,  even though they performed and still do quite well for the mission they were intended for.

They remain a disorganized company and like almost every German company puts on a good front to their customers but haven't got a clue of how to keep a large portion of them loyal for the long term. They seem more and more to pander to those that look to be shiny objects on the landscape. Now If only I could get that hood for my V-lux2.........but I'm not optimistic. They are coming to the point of denying the camera was ever a product to bear the Leica red dot. 

Edited February 17, 2019 by Yachtboy9
grammar and spelling corrections

[frame-it]

https://www.ebay.ie/sch/Replacement-Parts-Tools/182074/i.html?_sop=12&_nkw=lumix+dmc-fz150

 

https://www.amazon.com/PLR-Panasonic-DMC-FZ200-Digital-Cameras/dp/B00GB2Z8IU

 

https://www.ebay.com/itm/Lens-Hood-for-Panasonic-Lumix-DMC-FZ150-EH1400-/361878520228

 

https://www.ebay.com/itm/Genuine-Panasonic-VGK-3636-Lens-Hood-For-Lumix-DMC-FZ100-/292350969332

 

https://www.ebay.com/itm/Genuine-Panasonic-Lens-Hood-for-Lumix-DMC-FZ100-DMCFZ100-Camera-/192319851509

 

Edited February 17, 2019 by frame-it

[wlaidlaw]

Leica UK and via them Leica Wetzlar is refusing to sell spare parts to facilitate repairs of their cameras, by third parties. In my case I need an Intermediate Gear Shaft for an M7 (Part Number 420-070.500-066) to replace mine which fractured. The camera is currently with Alan Starkie of Cameraworks-UK, a Leica specialist repairer and is disassembled. I have been in touch with Leica service both in the UK and Germany and they will not sell the spare part, saying the camera will have to be returned to Germany for repair, in effect blackmailing me to give them the work of repairing the camera by threatening to withhold spare parts. It is not under warranty. 

I believe this to be an illegal restriction of trade under European Trade Directives for Consumer Protection 1979-2017 and Leica is breaking European Law by this practice of refusing to sell spare parts for its products . It is also appalling customer relations and bad publicity. I intend to to report Leica to the European Trade Commission. I believe it was BMW or another German motor manufacturer, who tried to get this overturned a few years ago and failed, confirming that EU based companies have an obligation for a "reasonable period" to provide spare parts for "complex" objects manufactured and/or sold by them. The "reasonable period" has usually been held to be six years after cessation of production. The M7 only went out of production last year. In any case Leica is not claiming they don't have the part, just refusing to supply it. The same part is used on current M-A and M-P film cameras. 

I am sure folks will understand that I am extremely vexed by Leica's attitude on this. it is not as if with 25 Leica cameras, I have not been a very good customer, which they seem to be doing their utmost to alienate.

Wilson

Edited February 20, 2019 by wlaidlaw

[masjah]

Wilson, just for the record, have you tried responding to Leica pointing out that they are in breach of the European Trade Directive, and inviting them therefore to reconsider?

[TomB_tx]

The US has similar requirements for parts and technical information - at least regarding automotive shops. Likewise a manufacturer can't require "dealer service" to maintain the warranty. There have been issues with more than one German auto maker, and I believe the solutions address availability of technical information, and are costly for independent shops, and not practical for consumers. I'm not sure about other consumer goods.

[wlaidlaw]

7 minutes ago, masjah said:

Wilson, just for the record, have you tried responding to Leica pointing out that they are in breach of the European Trade Directive, and inviting them therefore to reconsider?

John, 

I have pointed this out to them today and also that having a complaint lodged against them with the EU Trade Commission for restrictive trade practices, would be very poor publicity. 

Wilson