M11 touch input stopped working

[innerglow]

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Hi guys,

I’ve bought an m11 brand new about 2 months ago , it has some bugs here and there, (mostly screen not weaking up when turning on the camera). other than that everything works most of the time. Until 3 days ago, the screen has stopped responding to any touch input, not in quick menu, not during play back, not in live view.

 

I’ve tried changing settings, reset the camera multiple times, nothing works.

I know i probably need to send it in, but the problem is I’ve sent in a tl2 with a broken screen before, it took them 3+ months to send it back, the screen was fixed but the shutter was broken ( was fine before i send it in), so, another 3+ months, and that was pre- covid.

 

I’ve sent an email to customer.care@leica-camera.com, 3 days all I have got is an automatic reply and an email that said :

Dear colleagues,

 Please take over.

 Thanks for support.

Nothing else ,  not even someone pretending they are sorry to hear about that or any instructions on how to request a service ticket or where should I send it to, etc.

This is my first time dealing with leica CS directly, (my tl2 was handled by local distributor) is that normal?

Anyone has the same problem? I’ve heard 2-3 cases about m11 having trouble with reading/ writing to sd card and needed to be replaced, but nothing like mine.

[schimmey]

Hi innerglow,

Sorry to hear about your troubles. I cannot comment on the M11 as I do not have one but I have previously used Leica customer care - although over 15 years ago now. One thing I insisted on, and got, was a temporary replacement from them while they repaired my M7. Perhaps - once you can actually get hold of them you could suggest this. The fact that you have had unacceptable delays/issues with your TL2 repairs may put you in good stead. 

Best of luck.

Paul

[SrMi]

On 3/16/2022 at 7:13 PM, innerglow said:

Hi guys,

I’ve bought an m11 brand new about 2 months ago , it has some bugs here and there, (mostly screen not weaking up when turning on the camera). other than that everything works most of the time. Until 3 days ago, the screen has stopped responding to any touch input, not in quick menu, not during play back, not in live view.

 

I’ve tried changing settings, reset the camera multiple times, nothing works.

I know i probably need to send it in, but the problem is I’ve sent in a tl2 with a broken screen before, it took them 3+ months to send it back, the screen was fixed but the shutter was broken ( was fine before i send it in), so, another 3+ months, and that was pre- covid.

 

I’ve sent an email to customer.care@leica-camera.com, 3 days all I have got is an automatic reply and an email that said :

Dear colleagues,

 Please take over.

 Thanks for support.

Nothing else ,  not even someone pretending they are sorry to hear about that or any instructions on how to request a service ticket or where should I send it to, etc.

This is my first time dealing with leica CS directly, (my tl2 was handled by local distributor) is that normal?

Anyone has the same problem? I’ve heard 2-3 cases about m11 having trouble with reading/ writing to sd card and needed to be replaced, but nothing like mine.

I always received good response when contacting technicalinfo@leicacamerausa.com.

The camera seems broken, you should have your dealer handle it, if possible.

Edited March 19, 2022 by SrMi

[jaapv]

Use the telephone, call Leica CS and ask. Or let your dealer do it.

[innerglow]

On 3/20/2022 at 12:02 AM, SrMi said:

I always received good response when contacting technicalinfo@leicacamerausa.com.

The camera seems broken, you should have your dealer handle it, if possible.

Thanks, I’ll give it a try.

[innerglow]

Thanks guys. I’ve got some sort of response from cs, nothing helpful. Every time i’ve sent an email to cs, there’s no reply for at least 3 days. They said I can take it to the local dealer but I’m not going to do that just yet. Since there’s no technician or repairing facility here in Hong Kong, all they can do is to send it to china / japan / Germany  etc,  and it’s most likely  going to be sit in dust at hk cs for a month or so before they’re going to send it. I rather wait for the rumored March firmware update see if it’s going to fix the problem. otherwise it’s definitely a hardware problem for sure. I don’t have too much experience regarding the after sales services from most camera companies, mostly because they almost never have any issues, and I’ve used most of the brands , canon, nikon, sony, panasonic, sigma, leica etc. Sigma got my lens fixed within a week, sony fixed my broken A1 in 3 days, Leica fixed my tl2 in 3+ months and then another 3+ months. I don’t know about you guys, but this kind of services are simply unacceptable.

[innerglow]

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[innerglow]

On 3/18/2022 at 1:41 AM, schimmey said:

Hi innerglow,

Sorry to hear about your troubles. I cannot comment on the M11 as I do not have one but I have previously used Leica customer care - although over 15 years ago now. One thing I insisted on, and got, was a temporary replacement from them while they repaired my M7. Perhaps - once you can actually get hold of them you could suggest this. The fact that you have had unacceptable delays/issues with your TL2 repairs may put you in good stead. 

Best of luck.

Paul

Thanks for sharing your good experience with leica cs Paul, I appreciate it.

I wish they will do the same thing for me, although I seriously doubt it. I’ll try to request a replacement but they will probably say something like the camera is in high demand and out of stock everywhere, replacement unit is not possible, etc.