State of S

[peterv]

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The company is also run by people who don't care about customer loyalty. They just want a quick buck and to tap into this collectors market. 

 

I think that's below the belt for a lot of Leica employés and certainly not my experience. In ten years time I've always had the best service I can imagine, though sometimes repairs took longer than I would have wanted.

 

But then again, I've always payed full retail and always bought from reputable dealers.

[Paul J]

I've had exceptional service from Leica, personally. I would say they have bent of backwards to help.

[RVB]

I've had exceptional service from Leica, personally. I would say they have bent of backwards to help.

 

I would agree with this, I've had an S system since the beginning and only problems I ever had were a faulty dual charger which Leica replaced with a new one and on my 006 the covering was becoming loose and this was resolved very quickly!

[Guest]

Service from Leica a number of years ago was stellar ... had a problem with my S2 and had a loaner within 48 hours of the incident.

 

Seems like they have recently been overwhelmed with issues ... AF Body covering Sensor problems.

 

I have been in and out of the S system three times ... always returning due to the phenomenal images that the camera and lenses can deliver.

 

This past fortnight I had an issue with my S006 sensor ... sent it to my preferred dealer and was told it was nothing ... not sure he has a handle on it 

but a bit relieved that it would not affect the value of the camera.

 

Today after a week of deliberation and in knowledge of those who are in the black hole of sending product to Solms and not hearing any response

for a number of months .... I bailed on the S and posted my S 100 and S 45 and accessories to my dealer. My favorite all time lenses!

 

I will compromise with either a M 246 and lenses or the H X1D ... and hate to say it but the X1D is a bit ahead in the race.

 

A great camera system is being diminished by very poor customer relations ... and I am sure that there is a scaled response to the unwashed masses.

 

Not a great way to run a business unless your intention is to run it into the ground.

 

 

JMHO,  and I have been shooting Leica since 1984.

 

Bob

[kparseg]

Service from Leica a number of years ago was stellar ... had a problem with my S2 and had a loaner within 48 hours of the incident.

 

Seems like they have recently been overwhelmed with issues ... AF Body covering Sensor problems.

 

I have been in and out of the S system three times ... always returning due to the phenomenal images that the camera and lenses can deliver.

 

This past fortnight I had an issue with my S006 sensor ... sent it to my preferred dealer and was told it was nothing ... not sure he has a handle on it 

but a bit relieved that it would not affect the value of the camera.

 

Today after a week of deliberation and in knowledge of those who are in the black hole of sending product to Solms and not hearing any response

for a number of months .... I bailed on the S and posted my S 100 and S 45 and accessories to my dealer. My favorite all time lenses!

 

I will compromise with either a M 246 and lenses or the H X1D ... and hate to say it but the X1D is a bit ahead in the race.

 

A great camera system is being diminished by very poor customer relations ... and I am sure that there is a scaled response to the unwashed masses.

 

Not a great way to run a business unless your intention is to run it into the ground.

 

 

JMHO,  and I have been shooting Leica since 1984.

 

Bob

So, you're selling the S system because X1D is a bit ahead in the race? What happens if at Photokina Leica release the new S 008 (or a mirrorless alternative) which will be a bit better than X1D? Will you sell X1D and get Leica again? Bodies come and go, but the lenses stay, and Leica lenses are a piece of art. 

[Guest]

So, you're selling the S system because X1D is a bit ahead in the race? What happens if at Photokina Leica release the new S 008 (or a mirrorless alternative) which will be a bit better than X1D? Will you sell X1D and get Leica again? Bodies come and go, but the lenses stay, and Leica lenses are a piece of art. 

 

Lenses do stay but companies that cannot execute do fall by the wayside ... and the idea that glacial Leica will have a mirrorless alternative in the next 18 months is fanciful at best. 

 

Yes Leica glass is unbelievable ... my S 100 and S 45 are close to perfect in my view but how long until they need 6 months at Solms for a gear upgrade? Leica should step up to the plate

and recall all of the glass at risk for AF failure ... pre-emptive replacement of all lenses with the poorly spec'd gear.

 

​And no ... the X1D is not ahead ... as I do not see this as a race ... but have lost patience with a support system that allows customers to send in lenses and have no response nor resolution ... for up to six months.

 

Leica is killing its customer base by not acknowledging a problem and getting ahead of it ... hubris aside ... there are a lot of decent cameras and lenses extant and I would drop all of this for a digital Mamiya 7 and 

a couple of MF lenses.

 

​And no ... after 35 years with Leica ... should the S go ... I may return to a MM 246 and a couple lenses but at my age life is short ... and promises from Solms seem to be a bit underwhelming.

 

I had my first M camera in 1984 ... my first Hasselblad 6 months later ... 

 

Both can deliver great images ... both of the manufacturers have struggled ... but for them to assume that I will accept arrogant unresponsive customer service is beyond my patience and need.

 

I have a number of great pictures from very marginal glass ... glass is great but not the end all be all.

 

As far as Leica lenses .. and art ... perhaps the M series ... S would have been with a decent construction that precluded the horrendous AF failures.

 

Nuff said ... I have no idea what is best I would love to continue ​with the 006 were it not for the corrosion issues and the lens failures ... necessitating prolonged 

repair delays.

 

So if the S 008 is released I will not upgrade until all of the above issues have been resolved ... not likely in the near future.

 

Sounds like you are happy with your camera and have not had the issues many of us have been soured by ... good for you. That does not mean that

your experience applies to anyone else ... would behoove you to consider the inconvenience that many of us have experiences and perhaps check your arrogant 

response to someone whom you do not know and who may have had a bit more baggage with Leica than you do.

 

Just saying....

 

Bob

[tom0511]

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I have 8 S lenses and not one has failed in regards of AF or any other problem so far.

I dont doubt AF problems can happen but so far I had more problems with other brand lenses (Nikon, Canon and Pentax) than with Leica S lenses. WHat I just dont understand why some people seem to have so many AF failures and I dont. I even wonder if it could have to do that certain camera bodies lead to more problems than other bodies?

I had my S2 at Leica 2 or 3 times for different things and service was always fast.

My S007 had a problem with SD Card slot and this has been solved quick as well. So I get the feeling Leica service in different countries differs in regards of response (I am located in Germany). I totally agree that 6 months is not acceptable at all.

[Guest]

I have 8 S lenses and not one has failed in regards of AF or any other problem so far.

I dont doubt AF problems can happen but so far I had more problems with other brand lenses (Nikon, Canon and Pentax) than with Leica S lenses. WHat I just dont understand why some people seem to have so many AF failures and I dont. I even wonder if it could have to do that certain camera bodies lead to more problems than other bodies?

I had my S2 at Leica 2 or 3 times for different things and service was always fast.

My S007 had a problem with SD Card slot and this has been solved quick as well. So I get the feeling Leica service in different countries differs in regards of response (I am located in Germany). I totally agree that 6 months is not acceptable at all.

 

I agree ... my initial repair experiences were great ... but the Solms loop has become a bit of a black hole for those of us in the US. 

 

No response and no feedback on repair.

 

I am sure that Leica will sort all of this ... and their new customers will be delighted.

 

And I may be struggling with the S 006 in the future as the S 100 and S 45 really are delightful. 

 

Bob

[Guest NEIL-D-WILLIAMS]

Leica lenses are a piece of art. 

Agreed when they work..........still cant believe that you can still buy a Leica S lens over the counter that still has the known faulty AF motor :( .......there should have been a recall as soon as Leica realized there was a problem.

[kparseg]

Lenses do stay but companies that cannot execute do fall by the wayside ... and the idea that glacial Leica will have a mirrorless alternative in the next 18 months is fanciful at best. 

 

Yes Leica glass is unbelievable ... my S 100 and S 45 are close to perfect in my view but how long until they need 6 months at Solms for a gear upgrade? Leica should step up to the plate

and recall all of the glass at risk for AF failure ... pre-emptive replacement of all lenses with the poorly spec'd gear.

 

​And no ... the X1D is not ahead ... as I do not see this as a race ... but have lost patience with a support system that allows customers to send in lenses and have no response nor resolution ... for up to six months.

 

Leica is killing its customer base by not acknowledging a problem and getting ahead of it ... hubris aside ... there are a lot of decent cameras and lenses extant and I would drop all of this for a digital Mamiya 7 and 

a couple of MF lenses.

 

​And no ... after 35 years with Leica ... should the S go ... I may return to a MM 246 and a couple lenses but at my age life is short ... and promises from Solms seem to be a bit underwhelming.

 

I had my first M camera in 1984 ... my first Hasselblad 6 months later ... 

 

Both can deliver great images ... both of the manufacturers have struggled ... but for them to assume that I will accept arrogant unresponsive customer service is beyond my patience and need.

 

I have a number of great pictures from very marginal glass ... glass is great but not the end all be all.

 

As far as Leica lenses .. and art ... perhaps the M series ... S would have been with a decent construction that precluded the horrendous AF failures.

 

Nuff said ... I have no idea what is best I would love to continue ​with the 006 were it not for the corrosion issues and the lens failures ... necessitating prolonged 

repair delays.

 

So if the S 008 is released I will not upgrade until all of the above issues have been resolved ... not likely in the near future.

 

Sounds like you are happy with your camera and have not had the issues many of us have been soured by ... good for you. That does not mean that

your experience applies to anyone else ... would behoove you to consider the inconvenience that many of us have experiences and perhaps check your arrogant 

response to someone whom you do not know and who may have had a bit more baggage with Leica than you do.

 

Just saying....

 

Bob

Bob, I hear what you're saying. But what makes you believe that Hassy's customer support is better? I've never owned anything from Hasselblad, so can't really comment on their customer support. But if one googles it, he can find a lot of frustrated reviews on their customer support as well. 

 

To Neil D. Have you heard those stories from Nikon not acknowledging oil spots on their cameras? They still were selling them even after numerous reports. I agree with you, a reputable manufacturer should have acknowledged that there is a problem. But the companies care about making money more than about quality control/customer service/photographers. 

 

If so many Leica shooters are unhappy with the customer support, maybe we can submit a petition to the Leica headquarters asking them to revise their customer support policy?

[Guest NEIL-D-WILLIAMS]

Bob, I hear what you're saying. But what makes you believe that Hassy's customer support is better? I've never owned anything from Hasselblad, so can't really comment on their customer support. But if one googles it, he can find a lot of frustrated reviews on their customer support as well.

 

To Neil D. Have you heard those stories from Nikon not acknowledging oil spots on their cameras? They still were selling them even after numerous reports. I agree with you, a reputable manufacturer should have acknowledged that there is a problem. But the companies care about making money more than about quality control/customer service/photographers.

 

If so many Leica shooters are unhappy with the customer support, maybe we can submit a petition to the Leica headquarters asking them to revise their customer support policy?

Sign me up

[Guest]

Actually my dealer states they are undergoing a major revision at this time ... all S equipment gets a special label to a fast track .... But if that is months ...

 

Bob

[kparseg]

Actually my dealer states they are undergoing a major revision at this time ... all S equipment gets a special label to a fast track .... But if that is months ...

 

Bob

And what's the reason for this special label? 

[Guest]

Supposedly the S equipment is labeled pro by default and goes to an expedited queue that

is handled first .... so rather than sit in box until they get around to opening it ... it is seen to

early.

 

Also suggested that there is a reorganization of the hierarchy in customer service to help

improve service times.

 

I assume that at some future point it will all run a bit quicker.

 

But he states they are very serious about changing the situation and they are very concerned 

at its effect on customer retention and sales in general.

 

Bob

[Paul J]

Yikes.

 

http://www.getdpi.com/forum/medium-format-systems-and-digital-backs/60441-leica-007-warning-potential-buyers.html

 

http://www.getdpi.com/forum/leica/59271-leica-service.html

[BigBabyEarl]

What are you yikes'd about? Read the threads all the way through. It's simple. Leica USA/ Jersey sucks and works with pen and paper, now is being forced to use a windows based software and still sucks for anything major. CLA somewhere else for M, send S gear directly to Wetzlar. They're aware of the focus problem and are working on a permanent solution. Just stop with the worry and the bullcrap. Two threads with hundreds of words that both drift onto tons of off topic dribble and you continue it here. Yikes.

[Paul J]

What are you yikes'd about? Read the threads all the way through. It's simple. Leica USA/ Jersey sucks and works with pen and paper, now is being forced to use a windows based software and still sucks for anything major. CLA somewhere else for M, send S gear directly to Wetzlar. They're aware of the focus problem and are working on a permanent solution. Just stop with the worry and the bullcrap. Two threads with hundreds of words that both drift onto tons of off topic dribble and you continue it here. Yikes.

 

 

Earl, ya big baby! Does discussion always have this effect on you?

 

You've not read them properly then. The issue is not Leica USA/Jersey. The issue is the serious problems with the S system, it's af motor issue that has been going on for a very long time and still no permanent fix, months of repair time and still no word on what is happening. These are long term users and supporters of the brand who are all getting fed up, selling off what they can and cutting their losses. When will Leica act?  There is a company in China who will replace the plastic motor with a metal one, so why TF can't Leica do the same? They just continue to put in another plastic motor that breaks!

 

I was about to move to the S System but these threads have smacked some sense into me.

[alan.y]

The AF failures are real, but it is also important to acknowledge the inefficiency of Leica New Jersey separately. 

 

I sent a failed lens from Hong Kong to Germany last July. It was back in my hands in 4 and a half weeks. I find that acceptable (if not ideal).

 

I sent another failed lens to New Jersey from my US home. It sat there for 6 weeks (for testing?) before being forwarded to Germany. God knows how long it'll take for New Jersey to send it back to me.

 

Sending to Germany directly is always more efficient. But then you have to pay for international shipping and assume the additional risk.

[tom0511]

Earl, ya big baby! Does discussion always have this effect on you?

 

You've not read them properly then. The issue is not Leica USA/Jersey. The issue is the serious problems with the S system, it's af motor issue that has been going on for a very long time and still no permanent fix, months of repair time and still no word on what is happening. These are long term users and supporters of the brand who are all getting fed up, selling off what they can and cutting their losses. When will Leica act?  There is a company in China who will replace the plastic motor with a metal one, so why TF can't Leica do the same? They just continue to put in another plastic motor that breaks!

 

I was about to move to the S System but these threads have smacked some sense into me.

 

I had 1 AF motor failure with Nikon 70-210VR and one with a Pentax lens and none with 8 S lenses. So does Nikon also have an issue? or Pentax? My opinion: there is an issue to be resolved because there are too many failures, but its far from what one could believe when reading such threads.

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[Jeff S]

 My opinion: there is an issue to be resolved because there are too many failures, but its far from what one could believe when reading such threads.

 

That's exactly what the threads indicate (there are many threads here and on other forums)....too many S lens AF failures.  Some folks have had 4 or more lenses fail (and multiple bodies too....but let's stick with AF lens failures).

 

And the exact cause of the failures is unexplained formally by Leica.  

 

And the nature of the repair, temporary or permanent, is unexplained formally by Leica.  

 

And the repairs often take far too long.  

 

And loaners are frequently unavailable, presumably because of too many repairs.

 

And Leica will not service an S lens preemptively, only if it has already failed.

 

The only good news is that repairs are free, in or out of warranty.  

 

A prominent Leica dealer encouraged me not to buy the S120 lens when I was considering the system.  I've never had a dealer tell me something similar when considering a purchase of another premium product, including at least 9 other camera manufacturers.  And since the dealer comment, it's clear that lens AF failure can occur in all S lenses, not just the 120.

 

Sure, stuff happens everywhere.  But lack of open and timely communications and follow-up are as much a part of the problem as the issues themselves.  

 

Jeff