Monochrom Sensor Replacement Experience

[james.liam]

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I had already updated the firmware before sending my camera in, and since I had only been using it for two months it looked like new when Leica repair got it. I bought my camera "used" with only 75 shutter actuations. But it did come back spotless. I did not notice any improvement in write speed or start up time.

 

 

Bought mine with about the same actuations or less. Admittedly a subjective call but I still think it is faster.

[tangfj]

Finally got my m246 replacement yesterday.  No call, no e-mail notification, just showed up via UPS and nicely packaged.  I'm happy to have received it but the whole experience could have been much nicer... if they'd just implement a cheap customer service portal where you could post and receive replies it'd be a huge improvement.

 

Still no word on the 50mm elmar-m that i sent them for coding... they've had that lens since March (same time I sent in my MM1) and again no response or even ETA on when it can be done.  I'm thinking I may just ask them to send it back and use it uncoded.  It would seem that if they are waiting on supply of CCD sensors that they might have some techs available to do a coding but who knows what's going on there... every time I call in the people are very nice but they can't seem to actually get any input from their techs.

Edited August 19, 2017 by tangfj

[IkarusJohn]

You'll possibly find the factory operates on a skeleton staff from 7th August until 21 August.

These are the traditional 2 weeks that most European Businesses shut down for summer holidays

 

It left the next day - arrives on Monday. Planning a party.

[LeicaR10]

Tangfj,  I sent my 90mm Elmarit-M for a simple coding and CLA and it took 7 months, then a redo (2 more months) for leaking oil and binding focus ring due to the incompetent techs at Leica Repair in NJ.  I recommend you ask for your lens to be returned and send it to DAG Camera in Wisconsin.  Don Goldberg will quickly code your lens and for less money too.  Anyone sending their Leica gear to NJ should not have high expectations for timely, competent service.  My Leica M and SL gear now goes either to DAG or Wetzlar direct after the multiple horror repair incidents with Leica NJ.  Good luck.  r/ Mark

Edited August 19, 2017 by LeicaR10

[tangfj]

Good suggestion Mark!  I have used DAG in the past for other services and will give Leica NJ a call next week to have them send back my lens to me.

[IkarusJohn]

Okay, so here's the final bit of the picture (especially for those of you who think that you can ship anything anywhere in the world within 24 hours).

• Picked up from Wetzlar (UPS)  16 August
• Giessen, Frankfurt 16 August
• Koeln, Shenzhen 17 August
• Changi 18 August
• Auckland 20 August

So, in all, from 8.00am in Wetzlar on 16 August to 9.00am in Auckland on 20 August, it took approximately 85 hours to get to NZ.  Now things get a little strange - it took 26 hours to clear customs in Auckland (okay, it was a Sunday); I paid the clearance fees on it at 11.30am and I should receive it tomorrow (UPS can't get it from the airport to the city in an afternoon).  So, from arrival in Auckland, it will have taken over 48 hours to get from the airport to the city ...

 

Not so good.

Edited August 21, 2017 by IkarusJohn

[IkarusJohn]

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[fotografr]

Beautiful camera, John. I can see why you were anxious about it.

[Leicalifer]

I opted for trading up to a 246. For me, the need to shoot out-weighed the wait. Expensive though as I had two Monochromes and three M9s all go kaput at once. I can almost understand the time it took but the process was at best a polite, but frustrating, anxiety-filled experience. I actually looked at switching systems entirely but in the end, I decided to stick with the Leica line partly for the "look" of the final product and ease of use in the field. Thank god I still had my D810 in the interim. What a poor time to quit drinking!

Edited September 3, 2017 by Leicalifer

[fotografr]

I'm glad I didn't take the trade up offer. It was frustrating waiting for my MM to get fixed, but now that I'm shooting with it again I'm reminded over and over what I love about this camera. The CCD sensor it uses produces the most film like images of any digital camera I'm aware of. They are beautiful beyond compare.

[fotografr]

Just to add a footnote to the above comment, anyone with a good M8, M9, ME or MM should consider that they will never again have the opportunity to have a Leica camera with a CCD sensor. Compared to the CMOS, they are just too expensive to produce.

Edited September 7, 2017 by fotografr

[Luke_Miller]

I opted for trading up to a 246. For me, the need to shoot out-weighed the wait. 

 

I got a great price on an M-246 and shot with it while my M9 Monochrom was on "vacation".  My thought was to sell one of them, but both have their charm and I can't bear to part with either.

[ldhrads]

My Monochrom arrived home today, I have yet to unbox it, but will this evening!  Still trying to figure out which lens to mount first!  I'm happy to have it back though.  It left for Leica NJ in early May.  My M9 went last month, just before the cutoff.  I bought a used SL in July and have used it some, it's quite nice, and I will keep it as well as the MM and M9.  No rush for me to get an M10 or similar.  Glad the MM is back!

[GaryMulcahey]

Glad to hear it. That means I may get mine back next month.

 

[traphagen]

I am beyond disappointed with Leica. I am a full time photojournalist. When I first started buying Leica products, I asked about service for professionals. I've had both Canon Professional Services and Nikon Professional Services. I acknowledged that they are nowhere near the size of either company but should I assume I will be supported in a reasonable fashion? I was assured by Leica NJ (won't name names) that I could feel very assured that they would attach all possible urgency should I require service.

 

I sent my Monochrom in in May. At first I was told it would be weeks. And then by the end of September. And then by the end of October. And now today? I was told to expect five more months.

 

That is 10+ months without my camera. And at this point, any offer of a 246 would feel more like ransom. Leica is apparently unable to stand behind their products.

 

I realize that Leica NJ does not make the sensors (at one point recently they said that were not receiving sufficient quantities of sensors from Germany). I realize that Leica NJ didn't make the insane deadline for a known defect in their cameras. Until May, I had no reason to send it in. But when the corrosion started, it grew quickly. I realize there are tons of complaints about Leica NJ but I don't fault them. Leica NJ did not make and then sell (an eventually known) defective camera.

 

Perhaps Leica should reconsider wasting resources on silly "special editions" and focus on their customers again. If not for professionals and very dedicated photography lovers, they would have long since been left behind as a mere memory.  At least I now know why I never see other pros out in the field with a Leica. Years ago, Canon had a serious mirror problem with their first 5D -- in warranty or not, they managed to take care of their customers. I was sent a loaner but and had my 5D back in a week.

 

10+ months. That is simply unacceptable. A defective and non-existent camera doesn't take photos -- yet they have my money. I have loved Leica for years but now... Leica should be ashamed of themselves. I appreciate this won't be well-received on this board. But I am truly disappointed in them.

[jaapv]

Puzzled - I sent mine in in the beginning of June - and it is long back...

[traphagen]

Puzzled - I sent mine in in the beginning of June - and it is long back...

I'm sincerely happy for your good fortune, Jaapv.

 

I recall that you mentioned, perhaps in this very thread, that Leica NJ is semi-autonomous (or something like that). That is irrelevant in this case. Regardless of relationship, they are Leica to (effectively) this hemisphere. They are wholly dependent upon Leica Germany for replacement sensors. Until now, I've had good experiences with Leica NJ. Leica as a company, however, has failed, in my opinion. I will resume my search for a camera that provides distinct results from Canon and Nikon. Barring better news tomorrow, that is no longer Leica -- at least for me.

 

That said, I am truly happy that it worked out so well for you.

[jaapv]

Such abysmal customer service is more harmful to the brand than any sensor corrosion issue could ever be IMO.

[traphagen]

Such abysmal customer service is more harmful to the brand than any sensor corrosion issue could ever be IMO.

Agreed. 

 

I truly love Leica. I truly believe they helped me to produce images differentiated from other cameras. Plus, people I shoot are almost always interested in the cameras.

 

But if they can't or won't support their products, they do not deserve respect. They have not only not earned my money, they have effectively stolen it. Again, I blame Leica Camera AG for this. Not Leica NJ. 

 

Seeing their nearly continuous releases of ridiculous "special editions" adds insult to injury in this case. Obviously (to me), in an office building in Germany, they are deciding where their resources will go. I don't think that will be a long-term winning strategy for them. And you said it perfectly.

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Hallo,

Look here: Leica M

[traphagen]

And just a point of interest: my post was the first in this forum since Sept. 27. That is insane for what should be an entirely unique, world-class camera. Perhaps while those at Leica grin about a "Nikki Sixx" edition of a point and shoot, other companies are still focused on actual photography. That is a shame.

 

Perhaps the world has already moved on.