I wish Leica returned calls..

[mwalker649]

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I sent my 35 Lux in to NJ to be six bit coded, no phone call saying they recieved it.. no email confirming its in the system..they recieved it on Aug 23rd according to FedEx tracking. I left three messages on the service department voicemail...no call back...Oh well.. I guess I'll get it back someday.

[blakley]

I sent my 35 Lux in to NJ to be six bit coded, no phone call saying they recieved it.. no email confirming its in the system..they recieved it on Aug 23rd according to FedEx tracking. I left three messages on the service department voicemail...no call back...Oh well.. I guess I'll get it back someday.

 

I'm considering sending some lenses in for coding. I was just wondering yesterday how long this would take - your experience isn't especially heartening. Do you know if they do the coding in New Jersey - or if they have to sent the lenses back to Solms?

[stunsworth]

Hi Bob, hope I'm not butting in. It depends on the lens. Some such as the Noctilux, Tri-Elmar and 75mm Summicron have to go back to Solms.

 

Others such as 24 Elmarit, 35/50 Summicron can be done locally (or at least can be in the UK.

 

Turnaround for my 75mm Back to Solms was about 3-4 weeks.

[blakley]

Ah, that's very useful information. Eventually I have to send a 35 Summilux, a 75 Summicron, and a 90 Macro-Elmar and its adapter. Sounds like I'll have a variety of experiences. Sigh. Plus of course I have the 50/1.2 Noctilux "ASPH" which can't be coded except with sharpies as a close relative....

[michael_b_elmer]

Ah, that's very useful information. Eventually I have to send a 35 Summilux, a 75 Summicron, and a 90 Macro-Elmar and its adapter. Sounds like I'll have a variety of experiences. Sigh. Plus of course I have the 50/1.2 Noctilux "ASPH" which can't be coded except with sharpies as a close relative....

 

"50/1.2 Noctilux Asph" - ?QUE? - What is that - I cannot find a descriptrion of such a lens anywhere in my Leica books.

 

Besides, I think Leica is doing a terrific job updating old lenses.

 

I have heard of no other lens producer who does anything that gets similar to Leica's service towards old customers. But perhaps all those on this site that are so critical to Leica and Leica's service could enlighten us with regard to other lens producers that do a better job than Leica.

[Shootist]

I sent my 35 Lux in to NJ to be six bit coded, no phone call saying they recieved it.. no email confirming its in the system..they recieved it on Aug 23rd according to FedEx tracking. I left three messages on the service department voicemail...no call back...Oh well.. I guess I'll get it back someday.

 

You will get a letter stating they received it and looked at it. It will also have a cost estimate for the work you specified. IF you included a credit card number with the lens and clearly stated you want it coded, ONLY, they may just do the work, charge your card and send it back. Although you will probably still get the letter with the cost estimate.

IF you didn't include a CC # then you will need to contact them after you get the letter and give them the go ahead and give them a CC #.

 

Most of the time the lens/camera/whatever can sit at Leica NJ for 3-4 days after it was delivered before they even look at it. I have sent items in and got a conformation from UPS that it was deleivered on x/13/2007 and in the letter Leica states that they received it x/17/2007.

I know how you feel. It bugs me that I send in umteen thousands of dollars of gear and have no idea if they really got it for weeks.

[mwalker649]

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You will get a letter stating they received it and looked at it. It will also have a cost estimate for the work you specified. IF you included a credit card number with the lens and clearly stated you want it coded, ONLY, they may just do the work, charge your card and send it back. Although you will probably still get the letter with the cost estimate.

IF you didn't include a CC # then you will need to contact them after you get the letter and give them the go ahead and give them a CC #.

 

Most of the time the lens/camera/whatever can sit at Leica NJ for 3-4 days after it was delivered before they even look at it. I have sent items in and got a conformation from UPS that it was deleivered on x/13/2007 and in the letter Leica states that they received it x/17/2007.

I know how you feel. It bugs me that I send in umteen thousands of dollars of gear and have no idea if they really got it for weeks.

 

I didn't include a CC number with the letter I sent with my lens, just my contact information. Something about that bothers me, although its probably secure. Thats why I was trying to call them and give them a number.

 

Michael, I'm not familar with other manufacturers, never sent them anything.

[Bill W]

Mike,

I sent my 35 lux to NJ for coding and they received it on 7/27/2007 according to the repair receipt. I talked to someone a couple of weeks after that and they indicated it would be ready by the end of August. It is now almost the middle of September and nothing.

 

I tried to call them last week and got nothing but voice mail. I left a message but no call back, I will keep calling. Again as I have said in other threads, it is the lack of communication that upsets people. I know they are busy but hire some people to assist the customer service area........

[Shootist]

I didn't include a CC number with the letter I sent with my lens, just my contact information. Something about that bothers me, although its probably secure. Thats why I was trying to call them and give them a number.

 

Michael, I'm not familar with other manufacturers, never sent them anything.

 

If you don't have a repair number, which will be on the invoice/letter you get back from Leica, they have NO idea who your are.

You can also give them the serial number of the lens when you leave a message on there phone system and that may get them to call you back.

The items you send in are listed by repair & serial number. But if they have not checked it in yet they won't have either of those numbers. So calling you back makes no scense and only waist there time.

Yes it would be nice if they used Email IF you include an address with the letter. But Leica is not alone in this. Nikon does the same thing. I have gotten the repair letter from Nikon days after I get the fixed under waraanty items back. I had a good laugh about it the first time it happened. I had the camera body back for about 5 days when the letter showed up stating that the repair would be covered under warranty.

Leica is no where that fast. I have 2 lenses that have been at Leica NJ or Solms for over 4 months. Totally ridiculous. And for all those that start with the "Leica is a small company" speak. 4+ months to code and clean a lens. Like I said totally ridiculous.

I really think Leica lost one of them for a while. It was sent in and 3 months after receiving the letter that it had to go back to Solms I hadn't heard anything. I called& left a message and got a call back that theyed CHECK on it. 2 weeks later I got another letter with the cost estimate.

[hankg]

I've got a 50 Lux I'd like to get coded, sent an email trying to get an idea of time. No response. I'll wait until things look less backed up. I hope we see the menu selectable profiles soon. I'd rather get the lens coded but I'm not willing to be without the lens for some undetermined amount of time.

[mwalker649]

If Leica is having a hard time keeping up they should out source it, 6 bit coding can't be that difficult.

[gesper]

Try sending them emails every few days in addition to calling. I sent my M8 back and assumed that since UPS showed it was delivered I was OK. A month later Solms responded to an email saying they hadn't seen it. It turned out it had been misplaced in NJ and they hadn't sent it yet. I would not stop trying until you get a reply.

[peter_n]

"50/1.2 Noctilux Asph" - ?QUE? - What is that - I cannot find a descriptrion of such a lens anywhere in my Leica books.

 

Besides, I think Leica is doing a terrific job updating old lenses.

 

I have heard of no other lens producer who does anything that gets similar to Leica's service towards old customers. But perhaps all those on this site that are so critical to Leica and Leica's service could enlighten us with regard to other lens producers that do a better job than Leica.

See page 140 of the Hove Leica Pocket Book 7th ed.

 

Michael if you live in Copenhagen perhaps you have not experienced service from Leica in New Jersey? Leica NJ appear to be overwhelmed with the volume of business generated by the M8. They do not use modern means of communication (e.g. email or the internet) and they do not appear to have grasped the concept of hiring contractors to help with servicing customers. Old customers, new customers, it doesn't make any difference. A customer is a customer and when your parent company releases a flawed product and your management seem to be nonplussed by the rush of business as a result then there are a lot of very unhappy people. It is normal.

 

If you want a name that does a tremendous job in service at least here in the US, I hate to say this but it is Canon ( I do not own a single Canon product BTW). They have a stellar reputation.

[gmaurizio]

Hi Bob, hope I'm not butting in. It depends on the lens. Some such as the Noctilux, Tri-Elmar and 75mm Summicron have to go back to Solms.

 

Others such as 24 Elmarit, 35/50 Summicron can be done locally (or at least can be in the UK.

 

Turnaround for my 75mm Back to Solms was about 3-4 weeks.

 

I beg to differ. Every lens can be coded in NJ, including the Noctilux. The reason why some (most?) get sent to Solms is because they find a misalignment or other problem. I just sent my M8 and Noctilux, both suspect of backfocusing and for coding. If you are a member of the Leica Professional Service group, your items go first in queue and they do a PERFECT JOB. Let me explain.

They were able to confirm the backfocus on both my M8 and my Nocti. It took a week of several tests for the body only to make sure it was operating perfectly. It was tested both optically and photographically, with several lenses. The camera was sent back to me. All in all, it took two weeks, most of it intensive testing. It is now perfect.

The lens, as it was backfocusing rather too much, had to be sent to Solms, If it were not for that, they would have code it and send it back along with the M8. Solms is a much longer delay, mainly because of shipping.

I was kept informed every two days, with detailed reports (Thanks Justin! Welcome addition to the Leica NJ team).

How long will the Nocti take will depend on what they find to be the problem.

Best!

G

[gmaurizio]

If Leica is having a hard time keeping up they should out source it, 6 bit coding can't be that difficult.

 

Actually it is. They need to replace the bottom assembly and shim-align the focus point. It takes some time and expertise to do it right.

There are more than 12,000 M8s out there, assuming every owner has, on average, 3 lenses, that means close to 50,000 that people want to have coded. There really is no need to code lenses longer than 50mm, and some argue that even 28mm and 35mm do not need to be coded, since the results are not that different. If you are not in the technical or corporate photography, I would only code 28mm and wider, only if shooting color.

[mwalker649]

Actually it is. They need to replace the bottom assembly and shim-align the focus point. It takes some time and expertise to do it right.

There are more than 12,000 M8s out there, assuming every owner has, on average, 3 lenses, that means close to 50,000 that people want to have coded. There really is no need to code lenses longer than 50mm, and some argue that even 28mm and 35mm do not need to be coded, since the results are not that different. If you are not in the technical or corporate photography, I would only code 28mm and wider, only if shooting color.

 

Thanks gus..how do I get it back?

[gmaurizio]

Thanks gus..how do I get it back?

 

I suggest writing a polite letter to Christian Erhardt, head of Leica Marketing in NJ.

He is a nice guy and will take care of your problem. I cannot over-emphasize to be POLITE, just remember they are overwhelmed with work, and a nice tone makes the whole difference.

Good luck!

[michael_b_elmer]

Dear Peter N, I do know the Leitz/Leica "M 1.2/50" lens, but as far as I know the correct naming of this lens - which was my point - does not include the words "ASPH", which was first introduced with the M 1.4/35 ASPH, that again succeeded the famous ASPHERICAL of the same focal specification, which also had hand-grinded (I hope this is the correct English term) aspherical surfaces just like the M 1.2/50.

 

I am sorry to hear if Leica is not doing the same fine job as in Europe in "Gods own country". If there is a problem with Leica NJ, I am sure that Mr. Lee and the other members of Leica's staff in Solms will be happy to hear about them. Probably Leica is studying this site regularly, but there might also be other means of communication that might be used in "the Global Village" to inform Leica Solms about such problems. If they do not hear about them, they cannot do anythiong to improve the situation.

[marknorton]

One of the few advantages we have in Europe - we have none with respect to pricing and sales tax - is that we can bypass our hapless national distributor and deal directly with Solms, no customs, just pop it in a box and call the nice man from DHL.

 

Leica UK is a bit of a one-man-and-a-dog operation sharing a building with Leica Microsystems but I would have expected Leica NJ to do rather better given that few will want to go through the hassles of customs declarations.

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[Guest guy_mancuso]

Try sending them emails every few days in addition to calling. I sent my M8 back and assumed that since UPS showed it was delivered I was OK. A month later Solms responded to an email saying they hadn't seen it. It turned out it had been misplaced in NJ and they hadn't sent it yet. I would not stop trying until you get a reply.

 

Leica NJ e-mail system went down for 5 days last week sometime , if you sent a e-mail during that time period you may want to resubmit it. This was about a week ago. they have no idea what was lost or what made it through. For repair i suggest you contact Robert Fisk. e-mail robert.fisk@leicacamerausa.com

 

BTW if your looking for a lens to get coded than if Leica NJ does not have that in stock and on hand than it will wait for mounts to come from Germany. All coding mounts are made in Solms and shipped to NJ and other service centers. Basically the mount is removed and completely replaced with a new mount and than calibrated. It's a process that takes some time and many thousands of lenses are being sent in for coding. Some mounts are taken some time to make. if one mount is on backorder than the whole order could be waiting.

 

If your looking for Christian he is in Germany at the moment at a meeting until late in the week.

 

For the record there are only so many qualified technicians to work on Leica gear , they are still trying to find qualified technicians in NJ than it takes months to train folks. i think folks forget that 15,000 M8's were sold than add 2 lenses for each person maybe on a average just for lens codings and you could be looking at 30k in just lens codings. This does not include repairs and such. Plus the mounts need to be made and shipped to repair stations.