Great job, Leica New Jersey !

[Nitnaros]

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I had to drop off two of my M's (M9, M-Mono gen-1) at Leica New Jersey due to sensor corrosion;
this was on Dec-3.

today, Dec-11, 6 working days later, I have exchanged my M9 against an M10-P and that camera is in my hands now.
The M-Mono is in the repair queue at Leica NJ.
Status updates all along the process.

I am thinking back several years, when sending equipment to Leica NJ was kind of a "black hole" experience.
Your equipment disappeared with no further information into the abyss, no status updates, no responses to emails, hard to get anyone on the phone.

So I just want to send kudos to the Leica NJ team for restructuring their service. Its working now as one would expect for high-performance and high price equipment.
Well done !
--
Also good to hear today: that they still service M7s.
It is very important to me that older equipment can still be taken care of - why otherwise pay a high price at the beginning.

Random other comment: the camera strap coming with the M10-P feels weird - no way to shorten or lengthen the strap?
Its too short for me...

Peter

 

 

 

[gotium]

Last year I had a *TERRIBLE* experience with service at Leica NJ - absolutely infuriating. On top of apparent total incompetence they were condescending and totally unapologetic. Downright incredible. It took them eight months to effect a simple repair (starting with three moths of them sitting with the camera in their possession without even looking at it, nor communicating with me about it) with recurring frustration all the way along. Then, as icing on the cake, it turned out that they bungled the reassembly. 

It was at this point that I bought a Sony. 

Early this year I had an experience with Leica NJ that was merely poor - slow, indifferent and with poor communication. Took them two months to calibrate a rangefinder. 

It was at this point that I bought another Sony. 

Would be nice if things have changed. 

 

Edited December 12, 2019 by gotium

[mikeamosau]

Huge changes this year in the service center at a Leica NJ. I just had two lenses repaired in 4 days and my M240 was cleaned and realigned in 2 weeks. 

There was constant emails and feedback. An online tracking number to view the progress, and all questions were answered the same day. 

I’ve been very happy with their service this year. So much better. 

[Kwesi]

4 hours ago, mikeamosau said:

Huge changes this year in the service center at a Leica NJ. I just had two lenses repaired in 4 days and my M240 was cleaned and realigned in 2 weeks. 

There was constant emails and feedback. An online tracking number to view the progress, and all questions were answered the same day. 

I’ve been very happy with their service this year. So much better. 

Hi mikeamosau, glad to hear of your positive experience. Do we actually know that changes have been made? and if so, what they are?

Historically with Leica NJ, what gets reported is very negative

[dkmoore]

1 hour ago, Kwesi said:

Hi mikeamosau, glad to hear of your positive experience. Do we actually know that changes have been made? and if so, what they are?

Historically with Leica NJ, what gets reported is very negative

They have dramatically improved and my assessment is that it is due to Leica NJ adding an additional technician and the addition of Jennine running customer service. 

Also, they don't have 10000 M9 and 10000 M9 Monochrom sensors to replace all at once. I've had a couple of bad experiences but as of recent they are much improved.

[mikeamosau]

7 hours ago, Kwesi said:

Hi mikeamosau, glad to hear of your positive experience. Do we actually know that changes have been made? and if so, what they are?

Historically with Leica NJ, what gets reported is very negative

When I was in wetzlar last year, they spoke about the desperate need to overall the system in NJ. It was discussed those changes would be rolled out this year. So my understanding that is we are seeing the results of that. 

[steveBK]

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Interesting to hear.

My prior experiences in ~2010-2015 period were all been pretty bad.

No acknowledgement when my camera shipment to them was picked up.
Chasing them for estimate/invoice/status/ETA for weeks/months.
Then finally to add insult to injury, having cameras shipped back to me without forewarning or tracking info provided.. simply a package shows up one day.  
Fortunately I have lived in buildings with attended lobbies & staff that sign/secure packages.. but I would not trust them if I lived in a freestanding home.

How is the drop off process?  It's sufficiently out of the way from Brooklyn that I am curious but worried it'd be a waste of a day for me to go out there.  
Leica SoHo has suggested the adjustment I need should be same day turnaround if I hang around the area but I'd be kind of shocked..

Edited April 9, 2020 by sjg284
x

[dkmoore]

5 hours ago, sjg284 said:

How is the drop off process?  It's sufficiently out of the way from Brooklyn that I am curious but worried it'd be a waste of a day for me to go out there.  
 

Huh? That is maximum a 45 minute car ride or I am sure you can take the train somewhere close to Allendale. That is certainly not "out of the way."

I would 100% call Leica directly, schedule an appointment, and take the camera yourself and have the rangefinder adjusted while you wait. I have done this myself many times. Most of the time they have me in and out within an hour. I've done this many times.

I have no idea why you would give your camera to Leica store SOHO to do that for you. 

 

Edited December 15, 2019 by dkmoore

[steveBK]

5 hours ago, dkmoore said:

Huh? That is maximum a 45 minute car ride or I am sure you can take the train somewhere close to Allendale. That is certainly not "out of the way."

I would 100% call Leica directly, schedule an appointment, and take the camera yourself and have the rangefinder adjusted while you wait. I have done this myself many times. Most of the time they have me in and out within an hour. I've done this many times.

I have no idea why you would give your camera to Leica store SOHO to do that for you. 

 

Brooklyn to Allendale is easily 90min drive or 2 hours by train during the business hours they are open.  45min barely gets you from Brooklyn to the west side of Manhattan at that hour.

I am comparing mail-in service versus drop off. Glad to hear you can actually schedule the appointment.
I had such bad experiences in the past with them on the phone, I'm pleased to hear they'll take an appointment now.
Leica SoHo made no mention of the ability to make appointments for RF adjustments, cool.

[dkmoore]

On 12/15/2019 at 1:17 AM, sjg284 said:

Brooklyn to Allendale is easily 90min drive or 2 hours by train during the business hours they are open.  45min barely gets you from Brooklyn to the west side of Manhattan at that hour.

I am comparing mail-in service versus drop off. Glad to hear you can actually schedule the appointment.
I had such bad experiences in the past with them on the phone, I'm pleased to hear they'll take an appointment now.
Leica SoHo made no mention of the ability to make appointments for RF adjustments, cool.

Just give them a call. And FWIW, I would never advocate driving anywhere around there in rush hour. They open at 730, so if you leave at 6am you will get there by 7am, grab a coffee until 730. They will have you out by 9-930 unless there is something very wrong. Then you miss rush hour altogether. 

[mikelevitt]

They did a nice job on a lens repair for me.  Reasonable time (3 weeks or so) good communication, and reasonable charge.  

[james.liam]

On 12/16/2019 at 10:03 AM, dkmoore said:

Just give them a call. And FWIW, I would never advocate driving anywhere around there in rush hour. They open at 730, so if you leave at 6am you will get there by 7am, grab a coffee until 730. They will have you out by 9-930 unless there is something very wrong. Then you miss rush hour altogether. 

From Manhattan, driving against the rush hour traffic, I've headed out there in mid-morning and it's taken something like 40 minutes (or less). Very pleasant people, there's never been another customer when I've been there several times. Have had nothing but positive experiences in and with Allendale.

[dkmoore]

4 hours ago, james.liam said:

From Manhattan, driving against the rush hour traffic, I've headed out there in mid-morning and it's taken something like 40 minutes (or less). Very pleasant people, there's never been another customer when I've been there several times. Have had nothing but positive experiences in and with Allendale.

Exactly my same experience with them. 
 

also, I felt SJGs time estimate seemed off and I think you are confirming that.