Poor Leica Service

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It is a dirt cheap part....

Yes, but what if it was smashed while mounted on the lens socket?

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[wattsy]

Yes, but what if it was smashed while mounted on the lens socket?

 

 

Yes, I can't imagine somebody put it back on the lens in that state so it presumably was smashed whilst attached. I would guess either the lens was dropped or bashed into something. Unbelievable really.

[Jeff S]

Depressing indeed, Doug.  I hope you formally complain in writing.

 

Have you checked out DAG or Sherry or other possible third party repair service?  DAG fixed my 50 M Summilux sticky focus action after Leica said they could not....in 2 weeks, and dirt cheap.

 

Jeff

[tobey bilek]

in my professional career I learned that employees want to do a good job.  And, in most cases, if their work is unsatisfactory it is the result of inadequate training or resources.

 

During my recent interactions with Leica NJ Customer Care I learned there is little automated support for the service reps.  Once a repair order number is assigned they can key that in that number and see what repairs are scheduled (assuming the item has been assessed for necessary work), but nothing beyond that.  The two times I talked with reps about my camera they had to leave their desks to try and find out.  They can check the items completed and awaiting shipping, but if it is not there they seem to have no effective way of finding where it is the queue or when it will be completed.  It seems that even a rudimentary repair inventory management system is lacking. Current technology, such as bar codes and RF chips, allows inventory management systems that can track every item at every point in the process.  I suspect the Customer Care folk may be as frustrated as some of us are. 

 

Senior Management makes decisions regarding resource allocation and staffing based on imperfect knowledge of what is actually happening in the work-space.  The best way to improve those decisions is to elevate the resulting problems to their attention.  Sometimes such communication by subordinate managers is discounted, but they are harder to ignore if received from customers. 

 

 

If they would fix the basic problem which is long turn around times,  they would not need all the customer care people.  

 

Am guessing the pay is low and expectations of the repair staff is high.   At what they charge, I see no reason why pay should be low.   Unlike in Germany,  some jobs are not respected and skilled service professional is  one of them.

 

BTW, the same trouble exists a car dealers.   I bought a new wheel and tire  at time of purchase.  $1000 and they delivered it unbalanced.  So I complained and they balanced it improperly.  Engine blocks sitting uncovered,  car porters damaging cars,  and I could go on forever.   

[Abram]

Like so many others I too haven't had a great experience with Leica service out of NJ. To the effect that I will not utilize them for any services required unless ABSOLUTELY necessary. It's really quite a shame as I so thoroughly enjoy using their products but they are just downright miserable to deal with at their service department. 

 

I wish the Leica Stores were also repair centers because I've had nothing but positive experiences at the San Francisco store whenever I'm in that area (unfortunately the same could not be said for the Los Angeles store which is dramatically closer to me. I'm hoping that changes though). 

Anyways, we're obviously not alone and it's deeply frustrating that for those of us that rely heavily on our camera equipment there's no first party solution that really is viable (the same can be said for basically every camera brand these days). 

 

Thankfully however, we have wonderfully skilled folks like Don, Sherry and Youxin who are quite capable of keeping our equipment up and running (for most general service & repairs). I do sincerely hope that Leica improves its quality of service, ideally sooner rather than later. 

[wlaidlaw]

To continue the poor service saga: When you phone Customer Service at Leica Mayfair, you get put through to an answering machine every single time. You NEVER get to speak to a human being. Do they ever return your calls? About 30% of the time at best and then, often days later. I had a moan about this when I had a meeting with their management when the SL first came out and Leica was struggling with understanding what was happening on flash sync with the SL. They promised that a new phone system was being installed and a new discipline on returning customers' phone calls put in place. Does not look as if it has happened yet. 

 

Their motto should be - we are selling a premium price product and must provide the corresponding service. Companies just don't seem to get that a huge majority of people hate mechanised/computerised phone systems, where you never speak to a human being. It could be worse. They could have one of those moronic answerbots. 

 

Wilson

[SilentShutter]

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I will never purchase another Leica product again. Leica owners be aware if you ever have to send your gear back to them for repair.

 

Feel sorry to hear that and really can understand your frustration. I just can speak for the service of film cameras like the M and R series.

Had a broken rewind crank at one of my Leica R7 and a leaking Leica R3mot and for both I got service for free or the material to do it myself.

[microview]

My experience with phoning Leica Mayfair is that they have a button menu – sales, customer service, etc. I have been put through virtually instantly with the latter (three recent occasions).

[db24fps]

To continue the poor service saga: When you phone Customer Service at Leica Mayfair, you get put through to an answering machine every single time. You NEVER get to speak to a human being. Do they ever return your calls? About 30% of the time at best and then, often days later. I had a moan about this when I had a meeting with their management when the SL first came out and Leica was struggling with understanding what was happening on flash sync with the SL. They promised that a new phone system was being installed and a new discipline on returning customers' phone calls put in place. Does not look as if it has happened yet. 

 

Their motto should be - we are selling a premium price product and must provide the corresponding service. Companies just don't seem to get that a huge majority of people hate mechanised/computerised phone systems, where you never speak to a human being. It could be worse. They could have one of those moronic answerbots. 

 

Wilson

 

 

 

I'm sad to read this. I've been back lurking on the forum since the M10 was announced as there's a lot about it that could potentially lure me back to Leica, but the frankly embarrassing customer service I experienced with my M240 a couple of years ago is what (after 8yrs as a customer at the time) drove me away. My experience with Mayfair back then was being forgotten about when twice enquiring about a faulty battery charger, then months later being forgotten about a further three times when promised a loan unit for my M while it was away to have the rangefinder adjusted. I only had slightly better luck dropping in to the store in person, where it's certainly a lovely environment to sit, wait and have a coffee or hot chocolate. Still, that the rf had drifted was a fact disputed by two staff members on separate occasions initially until they came around to finally confirming what I already knew having tested it myself, and had an independent dealer test. It spent thirteen weeks in Germany only to then come back with the framelines in the viewfinder no longer showing (a fault that certainly never manifested in the time I owned and used the camera), so back it went again. Several weeks later when it was returned and I was satisfied that it was properly functional I parted ways with it.

 

I miss having a digital M dearly, and I know it is easier to find complaints about products/customer service online far more than it is praise since those happy are usually off enjoying their device without reason to drop in on a forum and rant, but I've been treated better by customer service for products costing less than half the price of one of these cameras. I've always tried to look back in hindsight and think that maybe Mayfair just didn't have an adequate customer tracking system in place at the time (my details were always scribbled on the back of a sheet of paper as they didn't seem to have a computer database of any kind running). Similarly I often look back and think about whether the ludicrous amount of time it took for my camera to come back from Germany on both occasions was perhaps due to the factory move and find myself wondering if return times are much better now. Since Mayfair failed to deliver on the three occasions they promised to assign a loan M to me in that period, I ended up having to rush out and buy a Fuji xe-2 to at least have something to hand for a friend's wedding. I continue to have and use my trusty old M2 at least.

 

I would stress all Leica staff were very pleasant to me, but the lack of efficiency and communication let the whole experience down. I'll continue to mull over coming back, but it's a sad situation that I should worry about getting a demo of an M10 and liking it too much since those memories will always lurk in the back of my mind. 

[Roger Pellegrini]

My family has been in the Photography business since 1949. I cannot understand how Leica expects to be taken seriously by professional photographers if they cannot deliver service in a timely manner. I own two M bodies and numerous lenses. I also own Nikon, Mamiya and Pentax.

 

I dropped off an MP body and a 28mm Elmarit for repair in Allendale NJ. It was only after repeated phone calls and emails that I finally got an estimate on all repairs. When I did get an estimate (after calling the receptionist and having her 'walk my message' into the repair department) they mis-identified the camera body as an M-7. That took a week more of calls and emails to resolve. It has now been TWO MONTHS since I authorized the repairs and... nothing.

 

Compare this to Nikon. I recently send an F6 body into Nikon for a CLA. I had it back in my hands two weeks later. Years ago, you could drop a Leica off at Marty Forscher in Manhattan and have it back in 2 weeks at the most.

 

Leica seems to have lost touch. They are not a company that is serious about professional photography. They are becoming a jewelry company for collectors. Collectors only need a camera cleaned and fixed once and then they wrap it in plastic and put it on a shelf.

Edited March 3, 2017 by Roger Pellegrini

[Roger Pellegrini]

Depressing indeed, Doug.  I hope you formally complain in writing.

 

Have you checked out DAG or Sherry or other possible third party repair service?  DAG fixed my 50 M Summilux sticky focus action after Leica said they could not....in 2 weeks, and dirt cheap.

 

Jeff

Would never use Sherry Krauter again. She is just as unresponsive and takes forever. I had an MP serviced by her three years ago only to find it needed more service.

[Roger Pellegrini]

I am not sure if this is the forum to vent frustration with Leica. For a company whose entire reputation is based on high quality products, Leica Customer Care does the name a great disservice. I purchased a new Leica APO-Summicron-M 50mm f/2.0 ASPH nine months ago. It has been lightly used and never been dropped or bumped against anything. In early July, I noticed the entire front portion of the lens was about ready to fall off. I sent it back to Leica for repair six weeks ago. I know it was delivered to Leica service in NJ by tracking the UPS delivery. I have left repeated messages with Leica Service and I can't get anyone to return a phone call acknowledging the status, or much less that they actually have my lens. I have a fair amount of Leica gear. It is disappointing that you can send them an $8000 lens and get absolutely no response from this company's service department. It is irresponsible of Leica not to spend 40 cents on a stamp or take a few seconds to return a phone call. This is totally unacceptable customer service. I will never purchase another Leica product again. Leica owners be aware if you ever have to send your gear back to them for repair.

Agree completely. Leica's customer service is going to damage the entire company's reputation.

[Luke_Miller]

Just think of the Leica NJ support experience as ones initiation into the dedicated Leica user community.   

Edited March 3, 2017 by Luke_Miller

[Roger Pellegrini]

Just think of the Leica NJ support experience as ones initiation into the dedicated Leica user community.   

Right. Do we get to tithe too?

[Lord Lucan]

Re: Rcraig's experience with Leica.

I am actually very please with Leica's after sales service and services in general. My latest experience is when I sent in M9 for shutter and CCD replacements, and everything was as expected.

My difference with yours is that I posted my camera direct to Leica in Germany and not relied on Leica UK.

If you can deal with them directly,why involve second or third cook?

[Roger Pellegrini]

Good idea. I'll have to do a little research to make sure I get it shipped and insured properly.

Edited March 3, 2017 by Roger Pellegrini

[Tom1234]

Over about a 10 year period.

I sent in a m9 to fix the bad CCD, took 3 months, came back working but developed a "wave" problem so I sold the body.

Sent in an older 90mm lens and they could did not clean it but I was charged anyway they kept it about 6 months.  It was later sent to DAG and cleaned.

Sent in A 28-35-50mm F4 Leica M-Zoom… that had a bad focal length change problem,  would not click in for the 28 and 35mm range… they could not fix it but charged me anyway… I sold the lens.  Lost about a $1,300 total on this fiasco. 

Apparently with the change from mechanical to electric bodies… and with the die off of old lens mechanics… they have not been replaced with new repair people.  

My next body will be a Panasonic S5 because Panasonic has a repair department with a great reputation… much better than Leica's.  

Also I will not be buying $5k to $10k Leica lenses until their service department is vastly improved.  With bodies and lenses so expensive if you drop it there is an economic disaster unless a great service department exists.  

I love Leica, I own many many older lenses, but I have given up on their service department. 

Read an X employee's comment here at Glassdoor… search on "Constant lying to customers about quality of goods & repair deadlines for damaged equipment."

https://www.glassdoor.com/Reviews/Employee-Review-Leica-Camera-RVW6108626.htm

 

[Tom1234]

Check out this review:  

https://www.amazon.com/Leica-M10-Digital-Rangefinder-Camera/dp/B01N4QHHUV/ref=psdc_330405011_t1_B01N7TNFKZ#customerReviews

the first M10 I Had to send back due to an astounding amount of dead pixels throughout the images. They replaced it straight up although I had to wait a month for a band new replacement. The next one had a misaligned rangefinder right out of the box, so it needed to be sent back immediately for recalibration. Since getting it back, the rangefinder is still has a vertical misalignment but the store in San Francisco continues to tell me there is nothing else they can do after it's already gone out to be professionally calibrated by Leica, that I'm stuck with what I've got and now the inaccuracies continue... 

Please help us out Leica… we love your cameras and features and your digital color science choices… but we need to love the service too...

 

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