Mr Fjeld Posted January 19, 2019 Share #21 Posted January 19, 2019 Advertisement (gone after registration) 1 minute ago, Ashkanani1985 said: I don't know where you going with this ....... you made it personal now, I understand you so much in love with Leica that you can not accept a complain from even a Leica product user and now you even went into democracy, fair right zone even though from the beginning I mentioned that I send an email in the working hours and they skip it to next day or two or even after weekend..... now plz before you defend just for the sack of being a fan boy read about what I am complaining and sometime no answer is an answer. No, it's not personal in any way and although I do love my camera I'm not in love with Leica. The thing is that perhaps you do need to understand that although you paid a considerable amount for your camera - which is "high end" as you said, your expectations towards customer service is unreasonable. Your camera is made in a factory in a country in Europe and you cannot exptect a 24/7 customer service. It doesn't work that way. You need to give them time to answer your reply and a couple of days is nothing to be worried about. 4 Link to post Share on other sites More sharing options...
Advertisement Posted January 19, 2019 Posted January 19, 2019 Hi Mr Fjeld, Take a look here Experiences with Leica service. I'm sure you'll find what you were looking for!
Jeff S Posted January 19, 2019 Share #22 Posted January 19, 2019 26 minutes ago, Ashkanani1985 said: ummm so basically you telling me when I am going to spend 15k on Leica equipment I should ask the seller to provide me with certain names in Leica customer service incase I have problems ? and by the way I deal with companey who is based in my country with phone but I can not keep calling internationally a companey they advertise worldwide support with email in their website based in Wetzlar ?! you can check this in their website No, I’m not telling you that you should do anything. I merely told you what I do, and how the approach has served me well.... even for goods costing many times more than camera gear. Take it or leave it; no sweat for me. Jeff 1 Link to post Share on other sites More sharing options...
Ashkanani1985 Posted January 19, 2019 Author Share #23 Posted January 19, 2019 2 minutes ago, Mr Fjeld said: No, it's not personal in any way and although I do love my camera I'm not in love with Leica. The thing is that perhaps you do need to understand that although you paid a considerable amount for your camera - which is "high end" as you said, your expectations towards customer service is unreasonable. Your camera is made in a factory in a country in Europe and you cannot exptect a 24/7 customer service. It doesn't work that way. You need to give them time to answer your reply and a couple of days is nothing to be worried about. will see how it goes hope it will be solved next week, have a nice weekend 1 Link to post Share on other sites More sharing options...
Mr Fjeld Posted January 19, 2019 Share #24 Posted January 19, 2019 Just now, Ashkanani1985 said: will see how it goes hope it will be solved next week, have a nice weekend I'm sure it will work out just perfectly Ashkanani Good luck! Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #25 Posted January 19, 2019 The dealer you purchased the camera from is ultimately responsible to you, that’s who your contract is with. Did they offer to loan you a camera as they didn’t have another new one in stock? You by-passed the dealership and chose to go directly to Leica which is part of the problem. Personally I would never accept a warranty repair for an item that’s faulty out of the box. I would demand a replacement, or refund and buy another elsewhere. Leica customer service is patchy but if they have to keep responding to constant emails and phone calls it’s only going to slow down your repair time even more! 2 Link to post Share on other sites More sharing options...
jaapv Posted January 19, 2019 Share #26 Posted January 19, 2019 Not sure about the last bit. The people who answer the phone are not the people who repair the cameras. 2 Link to post Share on other sites More sharing options...
pedaes Posted January 19, 2019 Share #27 Posted January 19, 2019 Advertisement (gone after registration) 12 hours ago, Ashkanani1985 said: I don't know where you going with this ....... you made it personal now, I understand you so much in love with Leica that you can not accept a complain from even a Leica product user and now you even went into democracy, fair right zone even though from the beginning I mentioned that I send an email in the working hours and they skip it to next day or two or even after weekend..... now plz before you defend just for the sack of being a fan boy read about what I am complaining and sometime no answer is an answer. I know you are a bit frustrated, but you are coming over as "Mr.Angry" with unrealistic expectations and unjust criticisms. Earlier someone mentioned Rolex which is a good comparator. I know from experience they will quote a minimum of six weeks for a service or simple adjustment. Also, if your new Rolex was faulty it would be unlikely that any dealer would have the exact same watch in stock for exchange given all the variations available, so a wait for a replacement/repair would be inevitable. This will in reality all be over for you soon, and you will be able to enjoy your M10. By the way, you never said what your three issues were. Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #28 Posted January 19, 2019 19 minutes ago, jaapv said: Not sure about the last bit. The people who answer the phone are not the people who repair the cameras. No, but they will have to be interrupted by someone to find out ‘what’s happening with camera....’ or to update some computer system. Times that by X number of demanding customers and you could easily lose a morning of repair time!! 1 Link to post Share on other sites More sharing options...
SMAL Posted January 19, 2019 Share #29 Posted January 19, 2019 I think your expectations are totally bonkers, if you really think they should answer at the same day. You are making an issue out of nothing. 2 Link to post Share on other sites More sharing options...
stephan54 Posted January 19, 2019 Share #30 Posted January 19, 2019 (edited) I do appreciate a free weekend, but still have expectations of a service department being responsive. Experienced that things do improve in the EU. Bought a Kindle via Amazon, made a stupid mistake and called their serviceline at 22.00. The call got answered and the problem solved. Perhaps not possible for Leica, but being open on Saturday and close later (20.00) during the week are not unreasonable working conditions. Edited January 19, 2019 by stephan54 Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #31 Posted January 19, 2019 1 minute ago, stephan54 said: I do appreciate a free weekend, but still have expectations of a service department being responsive. Experienced that things do improve in the EU. Bought a Kindle via Amazon, made a stupid mistake and called there serviceline at 22.00. The call got answered and the problem solved. Perhaps not possible for Leica, but being open on Saturday and close later (20.00) during the week are not unreasonable working conditions. What are your working hours out of interest? Link to post Share on other sites More sharing options...
stephan54 Posted January 19, 2019 Share #32 Posted January 19, 2019 1 minute ago, earleygallery said: What are your working hours out of interest? Nothing spectecular. 8.30 to 17.00 during the week and a few hours on Saturday and Sunday to prepare the following week, Nothing out of the ordinary in the Lowlands. Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #33 Posted January 19, 2019 I do find all this rather funny. First world problems indeed. It's a camera. It's not a life or death situation. There's an awful lot more things in life to get upset about than a bit of a wait for a camera repair. The OP thinks he bought a 'luxury' product expects the kind of fawning service that some such brands provide, "Yes Sir, of course Sir, right away Sir, so sorry Sir". If the OP is a pro photographer then he'd have other cameras. If he's at risk of not having a camera for some holiday then get the dealer to loan one, or buy another one! 4 1 Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #34 Posted January 19, 2019 2 minutes ago, stephan54 said: Nothing spectecular. 8.30 to 17.00 during the week and a few hours on Saturday and Sunday to prepare the following week, Nothing out of the ordinary in the Lowlands. So you're not working at 22:00 every day then? Really, does Leica need to open until late at night and at weekends? Is it that important? Maybe it'd be 'nice' for some customers but I think they can mostly make do living with normal business hours. 2 Link to post Share on other sites More sharing options...
SMAL Posted January 19, 2019 Share #35 Posted January 19, 2019 vor 2 Stunden schrieb stephan54: Nothing spectecular. 8.30 to 17.00 during the week and a few hours on Saturday and Sunday to prepare the following week, Nothing out of the ordinary in the Lowlands. Preaching water and drinking wine. You gotta love it. Link to post Share on other sites More sharing options...
jaapv Posted January 19, 2019 Share #36 Posted January 19, 2019 16 minutes ago, SMAL said: Preaching water and drinking wine. You gotta love it. Actually the Wetzlar region produces some rather nice wines. 1 Link to post Share on other sites More sharing options...
jaapv Posted January 19, 2019 Share #37 Posted January 19, 2019 3 hours ago, stephan54 said: I do appreciate a free weekend, but still have expectations of a service department being responsive. Experienced that things do improve in the EU. Bought a Kindle via Amazon, made a stupid mistake and called their serviceline at 22.00. The call got answered and the problem solved. Perhaps not possible for Leica, but being open on Saturday and close later (20.00) during the week are not unreasonable working conditions. That is because Amazon relayed you to their help desk in India. 1 1 Link to post Share on other sites More sharing options...
stephan54 Posted January 19, 2019 Share #38 Posted January 19, 2019 13 minutes ago, jaapv said: That is because Amazon relayed you to their help desk in India. Now i understand why we are inferior to asia. I do not speak their language, but they managed to sound like native Dutch. Must be wonderful to lead an EU company and having docile customers. 1 Link to post Share on other sites More sharing options...
earleygallery Posted January 19, 2019 Share #39 Posted January 19, 2019 (edited) 35 minutes ago, stephan54 said: Now i understand why we are inferior to asia. I do not speak their language, but they managed to sound like native Dutch. Must be wonderful to lead an EU company and having docile customers. Amazon are trying to take over the world, avoid paying tax and mostly employ people on zero hours contracts at minimum wage (at least here in the UK). Leica are a relatively small company making niche photographic products with a tiny share of their market. They employ a mostly skilled workforce whose roles can't be replaced in an instant by an agency temporary worker. There is a difference. Edited January 19, 2019 by earleygallery 2 Link to post Share on other sites More sharing options...
Jul Posted January 19, 2019 Share #40 Posted January 19, 2019 I don't know how is set up the SMTP server at Leica so I'm not saying things went this way but greylisting is common feature nowadays and your mail maybe took a longer time than you think to actually reach the inbox of the customer service. Add to that the fact that it probably wasn't the first in the queue and you understand why you can't expect an answer the same day to a first email sent on Friday afternoon. Link to post Share on other sites More sharing options...
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