Leica, RIP

[FrankF]

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I sent my Monochrom  camera in for a (free) corroded sensor replacement in August.

I was told, in late September, that it was done and it was scheduled to ship back to me while we were on vacation.. so I delayed the shipment.

I called today to find out status, and was told it

1. Was not done
2. Leica is still waiting on parts 
3. That the turnaround time for Monochrom is always 20 + weeks  ( first time I was given any repair time frame)
4. There was no commitment to rush
5. No trade in towards a CMOS Monochrom was ever made
6. No offer (ever) to loan me a camera until my camera was repaired

 

Do they wonder why anyone would buy a camera from them after this kind of mind boggling behavior?

 

I don’t want to hear about how someone got their camera back in a week, fully repaired. My experience is different….. and always has been.

 

The words.. abused, terrible, and worse come to mind…..

Would I buy another camera from Leica?

 

You pushed me to the limit, Leica.  The love affair is over.

 

RIP

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[Rus]

Was it leica NJ or Wetzlar?

[michaelwj]

 

 

You pushed me to the limit, Leica.  The love affair is over.

 

RIP

 

 

 

You were in love with the camera of the company? 

 

Interesting.

[dkmoore]

You were in love with the camera of the company? 

 

Interesting.

 

 

 

Mindless comment. The OP has a right to be upset about service. 

 

It annoys me that I am even indulging in this argument but I am bored so here goes. I have bought a few high end homes new construction, quite a few luxury vehicles, and some others products that far outweighs the expense of my camera equipment (Rolex and other brand watches). Leica is in that same luxury category.

 

By far they are the worst when it comes to service in the USA. I have absolutely no complaint from any other brand.

 

I have had some quick turn around from Leica NJ but I literally have to call everyone and follow up non-stop. 

 

Your comment = TROLL (and not the happy colorful ones that my kids watch)

[michaelwj]

Mindless comment. The OP has a right to be upset about service. 

 

It annoys me that I am even indulging in this argument but I am bored so here goes. I have bought a few high end homes new construction, quite a few luxury vehicles, and some others products that far outweighs the expense of my camera equipment (Rolex and other brand watches). Leica is in that same luxury category.

 

By far they are the worst when it comes to service in the USA. I have absolutely no complaint from any other brand.

 

I have had some quick turn around from Leica NJ but I literally have to call everyone and follow up non-stop. 

 

Your comment = TROLL (and not the happy colorful ones that my kids watch)

 

 

 

Thanks for your reply.

 

For every person who rants about horrible service on the internet there are at least 10 who are happy and have no reason to start a useless thread about why they're unhappy.

 

The OP (who insists on writing in large type and is obviously very important) isn't looking for a solution, they're merely saying how they're so unhappy that they've had enough, and instead of looking for a solution or asking for advice (which would be forthcoming) they've decided to go off in a huff. Who cares.

 

My comment is just as meaningful as yours and as the OP is being a sook. 

Edited November 1, 2017 by michaelwj

[erl]

I have always found a polite, but firm complaint DIRECT to the source of one's problem does two things.

1. It informs the responsible party of your problem.

2. It gives them an ideal opportunity to correct the issue, often with some added value.

 

Mouthing off on the internet is mere noise and fixes nothing.

[pico]

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[...] Mouthing off on the internet is mere noise and fixes nothing.

 

I feel the same about people who feel compelled to announce their wealth, their insulation as follows:

 

dkmoore: "I have bought a few high end homes new construction, quite a few luxury vehicles, and some others products that far outweighs the expense of my camera equipment (Rolex and other brand watches). Leica is in that same luxury category."

Edited November 1, 2017 by pico

[enboe]

Sorry to tell you, but I sent my Monochroms in on 5/21, now entering 24 weeks and still in repair for the new sensor.  There is some possibility I may get the cameras back this year.

 

Eric

[IkarusJohn]

Leica NJ?

[wpm]

I talked with Leica New Jersey today. I've been calling about every two weeks. I was told to call back the end of next week. I get the same line. Waiting on parts, it takes 20 weeks.

Well, they've had my monochrom since the end of May, well over 20 weeks. In fact, I got an email from customer care about a month after I 

contacted them by email, with the same 20 week line. I'd like to have it before the end of the year. Don't think after 5 months that's unreasonable.

Problems in the supply chain? Problems with Wetzlar? Don't know, I just want my camera back fixed.

[IkarusJohn]

That's extremely aggravating, and not really justified.

[michaelwj]

Sorry to tell you, but I sent my Monochroms in on 5/21, now entering 24 weeks and still in repair for the new sensor.  There is some possibility I may get the cameras back this year.

 

Eric

 

 

I talked with Leica New Jersey today. I've been calling about every two weeks. I was told to call back the end of next week. I get the same line. Waiting on parts, it takes 20 weeks.

Well, they've had my monochrom since the end of May, well over 20 weeks. In fact, I got an email from customer care about a month after I 

contacted them by email, with the same 20 week line. I'd like to have it before the end of the year. Don't think after 5 months that's unreasonable.

Problems in the supply chain? Problems with Wetzlar? Don't know, I just want my camera back fixed.

 

 

Why don't you contact Wetzlar and see if it is a sensor delay or a NJ problem and what they can do? 20 weeks is ridiculous, especially after the first 20 weeks. I would use the phone +49 6441 2080-189 https://en.leica-camera.com/Contact?country=18004&category%5B%5D=Photography

 

My feeling is that Leica NJ don't care, the only good reports are from people who call every day and speak to the right person everyday. Whoever the 'right' person is.

Edited November 1, 2017 by michaelwj

[FrankF]

New Jersey.....

For those of you that think I have not tried to work this out with Leica, ........ it takes 2 to fix a problem......

I have tried to call customer service, which answers the phone, live, only on alternate full moon Mondays, or so it appears.....  Getting through is a random thing...

Then to be lied to about the service time, told my $4000 camera is awaiting parts, and then getting nowhere when I ask if something can be done, is beyond reasonable frustration.

They created the problem by not following the manufacturer's insight that the sensor would eventually corrode if subjected to even a modest amount of humidity......

Had the same problem of terrible customer service last year on my M9.  The sensor glass fell off....  they told me it was fixed.  It took me 3 weeks of constantly calling and complaining to get them to ship the camera.... 3 weeks......

 

No, I am done.  Leica repair Customer service has bitten me for the last time.  My Sony A7II is cheaper, has a better metering system, will accept my Nikon and other brand lenses, and, if I needed to replace it, would cost me far less than the aggravation I have gone through with the M6 ( returned with a body case that was so dinged up that it would not accept a film cartridge) : M8 ( oil all over the new camera sensor, then the focus was so far wrong that NOTHING was in focus at F16, which took 2 trips to NJ to fis) : M9 ( glass cover plate fell off)) and finally the Monochrom ( glass sensor plate replacement) ......

 

The glass is great, I will continue to use it.... on a Sony.

 

As I said,, The love affair with the camera bodies is over.  RIP.

[adan]

I'm not going to fault Frank for his rant.

 

Leica service/repairs have always been sub-standard, as long as I've been using them (2001). Except around the time of the introductory problems with the M8, when I got free lens coding and replacement of the recalled electronics relatively quickly. Partly thanks to helpful intervention from my regional Leica rep.

 

It's one reason I always own at least two Leica bodies, so that I have backup.

 

I've had an M9 in for corroded sensor replacement about as long as Frank's Monochrom. Fortunately, I'd already acquired my M10, so the M9 was my backup, and its being MIA for 90 days is not a problem (so long as Leica does not lose track of it altogether.)

 

One thing I've learned is never send in anything that requires service at Leica Germany in March/April (end of FY, repairs shut down for inventory) or July/August (month-long European vacations) - everything mostly gets put on hold for 4-5 additional weeks at those times. Curious that Leica chose August as the deadline for sending in the M CCD sensor replacements.

 

I'd imagine Leica, by setting a deadline, got swamped with sensor replacements. Thus the parts shortage. But that is no excuse for low-rent communications (I sent my camera in via a retailer's repair department, which seems to get better communications from Leica re: repairs - but not faster repairs themselves).

 

I still love Leica - but as with any love affair, it is not perfect, and I've learned the accomodations I need to make for my lover's foibles....

[Rus]

Is it just me having faulty memories now or is it also felt by others that Leica NJ seems to consistently deliver much worse customer service than Wetzlar? My two experiences with Wetzlar have both been quite good, with camera returned to me in three or four weeks despite the quote of eight weeks. On the other hand I struggle to remember the last time I read about anything positive about Leica NJ, hence my question in the earlier thread.

Edited November 1, 2017 by Rus

[Luke_Miller]

I'm not going to fault Frank for his rant.

 Neither am I.  If I could be happy with a non-M body I would have left Leica after the experience of my MM at Leica NJ.  NJ will communicate with Leica dealers, however, so sending via your dealer or getting them involved can help matters.  Tony Rose at Popflash went way beyond expectations in getting my camera back.

[willeica]

Looking at the litany of issues which FrankF has suffered he has my full sympathies and I do not blame him for his decision. I have dealt directly with Leica Service in Solms/Wetzlar on 3 occasions and while all matters were dealt with eventually, my feeling is that the company is unable to deal with issues in a competitive 21st century customer focussed manner. The approach resembles a public sector mentality rather than a private sector one insofar as the customer has to tolerate and accept excuses made by the company for not dealing with issues in a timely manner. The idea that one has to know who to call in the company or speak German or drive to Wetzlar or, worst of all, time the season in which an item is sent to Wetzlar is unacceptable in 2017. There are competing companies out there producing photographic products who can and do provide a better level of service.

 

I have a very large number of Leica cameras and will continue to use its products, as I am but an amateur. If, however, I were a professional photographer relying on my cameras to make a living, I would be having second thoughts.

 

William

[jaapv]

This is all rather unacceptable - it is time Leica took these matters in hand. Much as I understand the sensor supply problems, after all, the present company is not the company Leica ordered the sensors with, and although they may have a legal obligation to supply them they will have little incentive to cut a customer from a long-defunct predecessor some slack, I still think it was unwise of Leica to create a predictable rush by instituting a deadline.

 

Also one might wonder why they did not create a system whereby the camera would be called in from the customer as soon as a slot with a quick return is available, leaving the camera with the owner to use. Corrosion does mostly not inhibit use.

Failing that, an upgrade program to the MM2 would not be an unreasonable thing to expect.

 

Leica in the form of the new CEO should really make this a priority IMO.

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[Dominique1952]

I sent my Monochrom  camera in for a (free) corroded sensor replacement in August.

I was told, in late September, that it was done and it was scheduled to ship back to me while we were on vacation.. so I delayed the shipment.

I called today to find out status, and was told it

1. Was not done
2. Leica is still waiting on parts 
3. That the turnaround time for Monochrom is always 20 + weeks  ( first time I was given any repair time frame)
4. There was no commitment to rush
5. No trade in towards a CMOS Monochrom was ever made
6. No offer (ever) to loan me a camera until my camera was repaired

 

Do they wonder why anyone would buy a camera from them after this kind of mind boggling behavior?

 

I don’t want to hear about how someone got their camera back in a week, fully repaired. My experience is different….. and always has been.

 

The words.. abused, terrible, and worse come to mind…..

Would I buy another camera from Leica?

 

You pushed me to the limit, Leica.  The love affair is over.

 

RIP

 

I really understand you.The problem could come from Leica NJ. Did you try to directly contact Leica in Germany ? 

[Frase]

I think any warranty repair that takes 20 weeks Leica should be giving you a replacement camera.