yeeper Posted June 28, 2016 Share #1 Posted June 28, 2016 Advertisement (gone after registration) Has anyone else sent a lens into the black hole of Leica USA repair? I sent in my 50mm Summilux ASPH so long ago, I barely remember I own one. The annoying thing is that I've left 2 messages so far with the promise on both that I'd be called back within 24 hours. No response. For whoever is curious, it was sent to tighten the horribly loose aperture ring, under warranty. Any tips? Similar experiences? It's been months and I just want my lens back. Link to post Share on other sites More sharing options...
Advertisement Posted June 28, 2016 Posted June 28, 2016 Hi yeeper, Take a look here New Jersey repair. I'm sure you'll find what you were looking for!
tobey bilek Posted June 28, 2016 Share #2 Posted June 28, 2016 Hate to say it, but your lens is lost. They can not promise what they can not find. Save the shipping tracking to show it was delivered. Link to post Share on other sites More sharing options...
gpwhite Posted June 28, 2016 Share #3 Posted June 28, 2016 Yes, I have had a few similar experiences. The customer service reps are actually very nice people (on the phone), but the Leica USA repair department is obviously overwhelmed. That seems to be true, IMHO, for at least five years now. I think NJ does not answer calls because they don't know what they would say... It is very frustrating when we read on the forum that someone in Germany or France just decided to whip their gear up to Wetzlar for a little tune up and got it back a few days later! Worlds apart, but obviously Leica AG does not care. 1 Link to post Share on other sites More sharing options...
jaapv Posted June 29, 2016 Share #4 Posted June 29, 2016 Leica Camera Inc. USA is a separate subsidiary company. Leica Camera AG Germany has only indirect control. http://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=6553010 Link to post Share on other sites More sharing options...
Gregm61 Posted June 29, 2016 Share #5 Posted June 29, 2016 If you shipped the lens with insurance, it would probably not be a bad idea to start a claim. Link to post Share on other sites More sharing options...
rafikiphoto Posted June 29, 2016 Share #6 Posted June 29, 2016 Before suggesting anything it is important to know if you shipped the lens tracked and insured? Does the courier have a signature on delivery? Did you receive a note of receipt from Leica? Link to post Share on other sites More sharing options...
yeeper Posted June 29, 2016 Author Share #7 Posted June 29, 2016 Advertisement (gone after registration) No: They have it. I received a $350 estimate a couple months ago, even though I marked "warranty" and included my receipt. I called and told them it was warranty, they agreed, and that was it. I've heard nothing since. I tried calling again today and the repair extension mailbox is full. Grrrrrrrr Link to post Share on other sites More sharing options...
Gregm61 Posted June 29, 2016 Share #8 Posted June 29, 2016 (edited) You may be OK then. It was four months before they replaced my M9 sensor and shipped it back to me after I received my notice from Leica NJ. I waited a good 3 months for Youxin Ye to update my M6 finder to the MP no-flare type because Leica did not have the parts to sell him. If your repair requires parts of any kind that they do not keep on-hand all the time, it could very well be that's what they are waiting on. They never returned my calls either. I left a message on the number of the person who's name was on the estimate just before leaving on a trip April 28. When I returned two weeks later, the box was on my desk at the office. Edited June 29, 2016 by Gregm61 Link to post Share on other sites More sharing options...
rafikiphoto Posted June 29, 2016 Share #9 Posted June 29, 2016 No: They have it. I received a $350 estimate a couple months ago, even though I marked "warranty" and included my receipt. I called and told them it was warranty, they agreed, and that was it. I've heard nothing since. I tried calling again today and the repair extension mailbox is full. Grrrrrrrr Then their organisation is not fit for purpose especially considering the premium Leica makes of its marque. I see what jaap says about them being a subsidiary but if I was in this situation I would make my problem known to the director of customer service at Leica AG. Link to post Share on other sites More sharing options...
Chuck Albertson Posted June 30, 2016 Share #10 Posted June 30, 2016 I sent a 90 AA in for calibration, got an estimate within a couple of weeks, and it was back in about two months, including repair of the diaphragm. The MM that went in for replacement of its sensor is still there, about six months later. Leica Germany may only "indirectly" control their US sub, but they directly control the distribution of new sensors to it. Link to post Share on other sites More sharing options...
jaapv Posted June 30, 2016 Share #11 Posted June 30, 2016 And they labour under the same batch system by ON... Link to post Share on other sites More sharing options...
dkmoore Posted June 30, 2016 Share #12 Posted June 30, 2016 My recommendation is to call the main number and hit zero. If it goes to voicemail, hang up and call again and hit zero. You will eventually get a hold of the receptionist and she will track down the completion date. I highly recommend calling very frequently to follow up. This is what I do when I send anything into Leica and I typically have ok luck. Albeit annoying, at least you will get your equipment back faster. I talked to the manager a few days ago and they are adding 15,000 square feet and hiring a couple of folks with the intention of speeding up service. If they do, great but I won't hold my breath because I have heard this for a few years. Good luck, Dustin Link to post Share on other sites More sharing options...
Jeff S Posted June 30, 2016 Share #13 Posted June 30, 2016 This is of no use to you now, but in the future you might consider sending minor repairs to either Don Goldberg (DAG) or Sherry Krauter. The small expense will be more than offset by the quick turnaround, and the quality of work will be excellent. Don fixed a stick focus on my 50 Summilux ASPH.....AFTER Leica NJ had it for some time and a technician personally told me on the phone that it couldn't be improved. Don had it back to me in a week, fixed perfectly, for $90. Jeff Link to post Share on other sites More sharing options...
yeeper Posted July 1, 2016 Author Share #14 Posted July 1, 2016 My recommendation is to call the main number and hit zero. If it goes to voicemail, hang up and call again and hit zero. You will eventually get a hold of the receptionist and she will track down the completion date. I highly recommend calling very frequently to follow up. This is what I do when I send anything into Leica and I typically have ok luck. Unfortunately, the receptionist transfers me to a voicemail. I left a message the first 2 times, but my call 2 days ago was met with a full mailbox. Link to post Share on other sites More sharing options...
Abram Posted July 1, 2016 Share #15 Posted July 1, 2016 Yeah this very much echoes my own experience just recently in getting a 28 Summicron repaired. Took 4 months and three trips total. I was rarely able to get someone on the phone or to reply to my emails. It's unfortunate, but it doesn't sound like those of us in the US have good representation when it comes to service from Leica. So we're all better off utilizing the wonderful repair-folks that have done a great service to our community. Link to post Share on other sites More sharing options...
yeeper Posted July 1, 2016 Author Share #16 Posted July 1, 2016 Yeah it just sucks though because part of the reason we pay a premium for Leica lenses is the Passport Warranty. Why should I pay $4K for a new lens and then immediately send it to DAG to get it adjusted to spec? Link to post Share on other sites More sharing options...
zlatkob Posted July 1, 2016 Share #17 Posted July 1, 2016 I live in New Jersey, not far from their office. Wish I could help, but I can't! Link to post Share on other sites More sharing options...
Abram Posted July 2, 2016 Share #18 Posted July 2, 2016 Yeah it just sucks though because part of the reason we pay a premium for Leica lenses is the Passport Warranty. Why should I pay $4K for a new lens and then immediately send it to DAG to get it adjusted to spec? I don't disagree with you. I think it's rather disappointing personally, and I wish it was different. Admittedly I can't afford to buy any of my Leica gear new so I'm always buying used, but even so, it's still rather expensive! Link to post Share on other sites More sharing options...
klentoi Posted April 3, 2018 Share #19 Posted April 3, 2018 Sent my 2-month-old D'Lux 109 to New Jersey for repair for system error (zoom) issue. 03/28 Made inquiries on repair service 03/29 K replied and advised on how to send for repair 03/30 Sent via USPS 04/02 1118 Delivered to New Jersey 04/02 1617 Informed K that it was delivered 04/03 1128 She informed that once the order is in the system,the technician will make an estimate. Also repairs average 5 weeks. 04/03 1502 Left a voice message to customer care for a followup since I didn't receive any confirmation e-mail Hoping for the best and that things will go smoothly. Link to post Share on other sites More sharing options...
mdemeyer Posted April 4, 2018 Share #20 Posted April 4, 2018 I’d bet that goes to Panasonic for repair. 1 Link to post Share on other sites More sharing options...
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