Shootist Posted June 6, 2007 Share #1 Posted June 6, 2007 Advertisement (gone after registration) I just have to vent. I notice brass spot on my M8 sensor and that the case had a small crack that someone at Leica repaired, I have posted images of both these problem. I contacted Leica's Robert Fisk and hes said to send it in. So I did. That was 2 weeks ago, sent it on Thursday the 24. Knowing that even if I sent it overnight Leica wouldn't even look at it until the next week after the holiday. So I sent it ground and it arrived at 1 Perl Court Tuesday morning the 29th. In the letter I sent with it, along with printed images of the problems, the original image files on CD and a copy of the sales receipt, I asked to be contacted by phone or email about whether they were going to replace it or send it back to Germany. I also stated that the repaired crack made it a USED camera and I paid for a NEW camera and that I would like a NEW replacement camera. I called last Friday to check on it and left a voice mail for both Robert Fisk and Sarah Mayville. Niether called me back. On Monday I called again and got through to Sarah and she say no one had looked at it yet. So I asked when will they and she said tomorrow. So late in the day yesterday I called again and got through to Sarah again and ask again has there be any determination on if my camera will be replaced. She said they looked at it but there wasn't any notes on it. I ask could she please check on it and call me tomorrow, that would be today, and she said yes. Well it is late in the day, I have called twice and couldn't get through and NO ONE has called me to confirm whether the camera is going back, that would REALLY set me off, or be replaced This leads me to believe that either there are many problems with the M8 and many people are sending them in for some type of service or Leica NJ is one of the worst managed companies that have ever exsisted. I am one PO'ed Leica M8 owner. Not only that but I sent 3 lenses in for coding on 4/16 and have only gotten one back. Link to post Share on other sites More sharing options...
Advertisement Posted June 6, 2007 Posted June 6, 2007 Hi Shootist, Take a look here Leica NJ SLOW. I'm sure you'll find what you were looking for!
charlesphoto99 Posted June 7, 2007 Share #2 Posted June 7, 2007 Welcome to the world of the red dot. You are getting very sleeeepy..... But that's nothing new with the M8, it's always been that way. Even when you are a pro and been featured in Leica publications it takes at least a couple of weeks to get an answer. And everyone else uses automated shipping systems that send you a notice that UPS is on the way (it's called Quantum View with UPS). Why can't Leica? That way you know to be home, or that you 'll need to go to UPs later, etc. Or that it's actually coming and therefore they could probably cut their phone calls/emails by a third. I called Robert and left a message about where my replacement M8 is. An hour later it showed up on my doorstep. He could have saved himself dealing with my message if I had gotten an automated notice that it was coming. They really need to step it up out there. Link to post Share on other sites More sharing options...
rbaron Posted June 7, 2007 Share #3 Posted June 7, 2007 I am having exactly the same problem. Shutter locks up on my M8 after 30 days; I talk to my dealer; he talks to Leica NJ; they say send it to us and we'll replace it by second day air. Seems pretty straightforward to me. I overnight it and they get it the next day.....but they can't seem to get the promised new one to me until after I throw a medium sized hissy fit. I don't understand what their problem is either. It could be they are overwhelmed and understaffed. I would not be so unhappy if they had not made a series of promises they seemed unable to keep. Saying 'we have a backlog and will get to it as soon as we can' is one thing. Repeatedly saying 'your replacement will go out tomorrow' and then for whatever reason doing nothing for a week or longer is a sign of an organization in pretty substantial disarray it seems to me...... --Bob Link to post Share on other sites More sharing options...
msadat Posted June 7, 2007 Share #4 Posted June 7, 2007 in this list you can not complain about leica NJ and their service, because everybody says they are so good and wonderful..... i stopped using NJ and now directly deal with Solms. jury still out on them and how they do Link to post Share on other sites More sharing options...
jrc Posted June 7, 2007 Share #5 Posted June 7, 2007 The thing that has befuddled me is how long the coding takes. How hard can it be? Take the ring off, throw it in a used-parts bin, screw the new ring on. There may be a reason -- maybe they are recalibrating every lens, or something. I'd like to know. If what they're doing is useful, then I'd be happy that they're taking the time. But if the guy unscrewing the mounting rings is also the guy answering the telephone and going out for Cokes, then I'm not so happy. We are now seven months after release, and this coding, which is now essentially required for shorter focal-length lenses, STILL takes six weeks or more. And where are the 60mm filters? I really need these things for street shooting; up north, here, where it's cold, there're lots and lots of synthetic fabrics on the street, and lots of nighttime IR, and more magenta than you can believe. JC Link to post Share on other sites More sharing options...
blakley Posted June 7, 2007 Share #6 Posted June 7, 2007 The thing that has befuddled me is how long the coding takes. How hard can it be? Take the ring off, throw it in a used-parts bin, screw the new ring on. There may be a reason -- maybe they are recalibrating every lens, or something. I'd like to know. According to this thread posted six hours ago, the reason is that they are backordered for the codeable mounts. Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted June 7, 2007 Share #7 Posted June 7, 2007 Advertisement (gone after registration) Ed, READ your PM's. LOL Link to post Share on other sites More sharing options...
barjohn Posted June 7, 2007 Share #8 Posted June 7, 2007 I went through the same experience with NJ and my M8. I finally got it replaced. Either it is poorly manged or under staffed or both. If they are understaffed they should be complaining to Leica Corporate that they are under staffed and overwhelmed. If they think it will be a temporary condition, contract out support during the surge and then end the contract. On the other hand if it is due to the increased sales, then staff up to meet the high level of service a premium product deserves. As can be clearly seen from posts in this forum NJ is losing credebility as a viable source for service and Leica's reputation is suffering as a result. Once your reputation is gone it costa a whole lot more to get it back than it would have cost you to save it in the first place. Look at Audi for a good example. How many years has it taken and in thier case it wasn't even their fault. One might even argue that they still don't have the reputation they once had. It hurst Leica, it hurst their investors and it hurts us, their loyal customers. Link to post Share on other sites More sharing options...
marknorton Posted June 7, 2007 Share #9 Posted June 7, 2007 I had my lenses coded before the M8 was launched and I understood at the time that the procedure was very simple, unscrew the bayonet ring and replace with a new one. There was also talk of a test rig to allow them to verify the lens code was readable. A few minutes work. I'm wondering if they are doing more now to check the lens focus adjustment to avoid claims of "I sent my lens in for coding and the focussing's now off". Adjusting the lens for focus requires an entirely different level of skill and someone said that some lenses can be coded here (in the UK), others have to go back to Solms which suggests there's more to it than just replacing the ring. Link to post Share on other sites More sharing options...
innerimager Posted June 7, 2007 Share #10 Posted June 7, 2007 Mark- It's not that. though it would be nice if they did really check, perhaps they do. The problem is they don't have a steady supply of bayonets, it's holding things up. Meanwhile, my M8 go to them yesterday for replacement due to those vertical lines. I was told by Robert Fisk 1 week. Sure hope so and expect so! best....Peter Link to post Share on other sites More sharing options...
jaapv Posted June 7, 2007 Share #11 Posted June 7, 2007 I can only say this: All my experience witrh Solms has been positive. Moderately fast to fast, responsive, efficient and customer-friendly. Even when they screwed up (it happened once- there are humans working there, not gnomes as myth will have it) they pulled all stops to correct it. Link to post Share on other sites More sharing options...
chap Posted June 7, 2007 Share #12 Posted June 7, 2007 As posted on another thread, I sent my M8 to NJ for a rangefinder repair and it was back two weeks later. Everything repaired beautifully. I cannot complain. Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted June 7, 2007 Share #13 Posted June 7, 2007 I just have to vent. I notice brass spot on my M8 sensor and that the case had a small crack that someone at Leica repaired, I have posted images of both these problem. I contacted Leica's Robert Fisk and hes said to send it in. So I did. That was 2 weeks ago, sent it on Thursday the 24. Knowing that even if I sent it overnight Leica wouldn't even look at it until the next week after the holiday. So I sent it ground and it arrived at 1 Perl Court Tuesday morning the 29th. In the letter I sent with it, along with printed images of the problems, the original image files on CD and a copy of the sales receipt, I asked to be contacted by phone or email about whether they were going to replace it or send it back to Germany. I also stated that the repaired crack made it a USED camera and I paid for a NEW camera and that I would like a NEW replacement camera. I called last Friday to check on it and left a voice mail for both Robert Fisk and Sarah Mayville. Niether called me back. On Monday I called again and got through to Sarah and she say no one had looked at it yet. So I asked when will they and she said tomorrow. So late in the day yesterday I called again and got through to Sarah again and ask again has there be any determination on if my camera will be replaced. She said they looked at it but there wasn't any notes on it. I ask could she please check on it and call me tomorrow, that would be today, and she said yes. Well it is late in the day, I have called twice and couldn't get through and NO ONE has called me to confirm whether the camera is going back, that would REALLY set me off, or be replaced This leads me to believe that either there are many problems with the M8 and many people are sending them in for some type of service or Leica NJ is one of the worst managed companies that have ever exsisted. I am one PO'ed Leica M8 owner. Not only that but I sent 3 lenses in for coding on 4/16 and have only gotten one back. Ed check your e-mail. Your all set:) Link to post Share on other sites More sharing options...
jrc Posted June 7, 2007 Share #14 Posted June 7, 2007 According to this thread posted six hours ago, the reason is that they are backordered for the codeable mounts. I read that thread, but I'm no less befuddled. The mount may have critical specs, but it's not something that they couldn't subcontract somewhere. I suspect that what's going on is that they can't subcontract without taking a chance that they'll lose money on the deal, or perhaps not meet some specified profit target, so they stick with the pre-determined system. Someobody has to realize that this reputation for bad service may be costing them more in lost opportunity than would taking a temporary reduction in profit for lens repairs. ($125 each should, given the non-complexity of the part, more than cover costs, I would think, even with a lens adjustment.) JC Link to post Share on other sites More sharing options...
Shootist Posted June 7, 2007 Author Share #15 Posted June 7, 2007 Ed check your e-mail. Your all set:) Thank you, Thank you, Thank you Guy. I still wonder what the real problem is? Why couldn't they have delt with this on Tuesday when they first look at my camera, printed and digital images I send and the letter. If they are short on lens mounts, as they seem to be, that leaves some time open to do other things. Like LOOK at cameras as soon as they are checked in. In any event in the mean time I ordered and already received a second M8, in black. This new one is a very high serial #, 3195xxx. The shutter sounds quieter then my older original 3100xxx model and as far as I can tell the focusing is spot on, at least with the 50 Cron. I'll run some more tests on it with various lenses this evening. Could be they have updated something and that is why the newer ones coming out have the 319xxxx serial as apposed to 310xxxx. Also it had the newest firmware on it, 1.102. Link to post Share on other sites More sharing options...
charlesphoto99 Posted June 7, 2007 Share #16 Posted June 7, 2007 I still wonder what the real problem is? Why couldn't they have delt with this on Tuesday when they first look at my camera, printed and digital images I send and the letter. Because they were still getting around to ones from two previous Tuesdays? Then it beggars the question as to how many owners got bypassed with just as pressing a need for their cameras because Guy went to bat for you. Hey, I'm not knocking it - whatever it takes. I just wish it wasn't this way. I need to send in my M7 for a shutter release adjustment (under warranty) but am afraid of the wait. Curious about quieter shutter? That's something that still unnerves me about the 8, though I think I notice it more than my subjects! Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted June 7, 2007 Share #17 Posted June 7, 2007 Thank you, Thank you, Thank you Guy. I still wonder what the real problem is? Why couldn't they have delt with this on Tuesday when they first look at my camera, printed and digital images I send and the letter. If they are short on lens mounts, as they seem to be, that leaves some time open to do other things. Like LOOK at cameras as soon as they are checked in. In any event in the mean time I ordered and already received a second M8, in black. This new one is a very high serial #, 3195xxx. The shutter sounds quieter then my older original 3100xxx model and as far as I can tell the focusing is spot on, at least with the 50 Cron. I'll run some more tests on it with various lenses this evening. Could be they have updated something and that is why the newer ones coming out have the 319xxxx serial as apposed to 310xxxx. Also it had the newest firmware on it, 1.102. Hard to say Ed, it really comes down to man power. leica did not hire for the M8 explosion and i said in another thread they got caught with there pants down. You just can't hire 300 people and fix it either , it takes training that in the repair dept is highly specialized. It is very unfortunate for them as the workers because the demand and pressure is all over there back. These really are the nicest folks you ever want to meet, i mean that sincerly. They are just flat out short handed and the customers suffer. Frankly in my mind right now it is easier to just replace a camera than fix it and it seems that is what they have been doing and believe me I have had my own big issues too. Link to post Share on other sites More sharing options...
Guest guy_mancuso Posted June 7, 2007 Share #18 Posted June 7, 2007 Because they were still getting around to ones from two previous Tuesdays? Then it beggars the question as to how many owners got bypassed with just as pressing a need for their cameras because Guy went to bat for you. Hey, I'm not knocking it - whatever it takes. I just wish it wasn't this way. I need to send in my M7 for a shutter release adjustment (under warranty) but am afraid of the wait. Curious about quieter shutter? That's something that still unnerves me about the 8, though I think I notice it more than my subjects! Charlie it is a very fine line I travel here. My roll as a human being and fellow photographer and reason i am even on forums is to help people. It is just something I love to do as a person that really wanted to be a teacher in my heart. i have never been one and this is my outlet for it. All i can do is ask for help from them to help others Link to post Share on other sites More sharing options...
charlesphoto99 Posted June 7, 2007 Share #19 Posted June 7, 2007 Charlie it is a very fine line I travel here. My roll as a human being and fellow photographer and reason i am even on forums is to help people. It is just something I love to do as a person that really wanted to be a teacher in my heart. i have never been one and this is my outlet for it. All I can do is ask for help from them to help others No, I'm glad you did it. I would hope you do it for me or others! Don't get me wrong. It's really more about the original poster somehow thinking that Leica's gonna get around to his problem asap (which of course they should) when there's already a line out the door and a bad history of communication in place. When I needed a replacement for my original lemon (many things wrong) I explained my case to them, about being a working pro and my last book being in LeicaView, yadda yadda, and even then it took Robert (a super nice guy I might add but were not talking dinner guests here) many days (sometimes over a week) between communications. I finally received the replacement over three weeks later out of the blue. And even then I received an early serial # silver refurb. for my late black body I sent. As everything worked as it should I just didn't have the energy to go through the whole return process again (and end up with who knows what). As it is, I'd sent my battery and charger in with the body and didn't receive a battery back. It took over two weeks to get a battery after leaving a phone call and email, neither of which were returned, so I had no idea if the problem was being taken care of or not until UPS left me a missed you notice. A simple email reply of "on it" would have gone a long way. Fortunately I already had a spare battery. It's definitely a conundrum Leica have created for themslves. I think, for example, a little bit of automation might go a long way - like the simple act of notifying people the UPS shipment has gone out (UPS have a function for this). And leaving people in limbo over very expensive gear that many make their living with is just not kosher. If it's gonna take a period of time to do whatever, fine, that's the way it is. But at least let us know. Link to post Share on other sites More sharing options...
rbaron Posted June 7, 2007 Share #20 Posted June 7, 2007 What he said. Link to post Share on other sites More sharing options...
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