How to navigate if there is a problem with new gear..

[Fetchmycamera]

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I realize the possibility of a new camera or new lens being faulty might be minimal. However, when purchasing a new 9K camera and new lens of 5K to 10K, and problems might arise immediately, what would one hope for from the store? 

Would it be feasible for an immediate exchange to a new body/lens?

If the camera was mailed out do you have to mail back before getting new?

Would you get new?

Would they refund the money while you are mailing the other back? And then be out body/lens?

I cannot imagine that although of course warrantied, one would have to send in for service?

Just thinking out loud and asking for advice on what to hope for as example of exceptional customer service.

 

 

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[Photoworks]

Are you talking Leica Costumer service or the store where you got them?

Leica Company service is slow. it can take days and months. This is one of the reasons it is not a professional camera.

Not sure where you got it, in the US many store take it back with in a few days of buying it.
Credit card companies help too, AMEX is usually good about that.

It is a tricky situation because probably there are not to many cameras on the market that the store can just give you another. they probably don't have any.

[Kwesi]

9 hours ago, Fetchmycamera said:

I realize the possibility of a new camera or new lens being faulty might be minimal. However, when purchasing a new 9K camera and new lens of 5K to 10K, and problems might arise immediately, what would one hope for from the store? 

Would it be feasible for an immediate exchange to a new body/lens?

If the camera was mailed out do you have to mail back before getting new?

Would you get new?

Would they refund the money while you are mailing the other back? And then be out body/lens?

I cannot imagine that although of course warrantied, one would have to send in for service?

Just thinking out loud and asking for advice on what to hope for as example of exceptional customer service.

 

 

I think your best option is to ask each dealer you are interested in these same questions and then buy from the one whose answers you like the most.

[Herr Barnack]

Don't register the camera or lens in your name until you are sure it is 100% functional.  Once you register it with Leica, it's yours - and so are any malfunctions/defects it may have.  Then you will have to send it in for warranty service, which can be a slow process.

I have never had a new Leica camera/lens that was defective straight out of the box; if I ever have that problem, I would send it back to the Leica dealer (they should cover the shipping cost on their UPS or FedEx account) and get a replacement.  That may take a few days or up to a week, so plan ahead when buying. 

If you are buying the camera/lens for a photo trip or workshop, buy 3-4 weeks before you leave for your trip so there is enough time to exchange if the need arises.

Edited April 3, 2022 by Herr Barnack

[Photoworks]

2 hours ago, Herr Barnack said:

Don't register the camera or lens in your name until you are sure it is 100% functional.  Once you register it with Leica, it's yours - and so are any malfunctions/defects it may have.  Then you will have to send it in for warranty service, which can be a slow process.

I have not found it to be true, not sure what Leica does with that information. I think very little or nothing but keeping track of what you have to send you firmware notice or have a serial number on hand when it get stolen. You can register New and Used equipment into your profile.
My insurance already have the serial numbers..

If anybody knows more please comment  I like to be informed. thanks

[Fetchmycamera]

I will report back after speaking with the store. I have not registered the lens yet but I did register the body.

[ravinj]

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My 35 Summilux FLE (B&H) and 21 Super Elmar (Leica Miami) were defective out of the box, brand new. Images were blurred on the right side for both of them. I dropped them off at Leica NJ and it took 2 months to get them back as they had to be sent to Germany. I first noticed the defect in the 21 SE, but took my 35 FLE as well to Leica NJ who checked both and found the same issue with 35 FLE too. Can't complain about the customer service except that repairs take time. 

Most stores should replace / return the equipment at least within the first 30 days.    

[graphlex]

And some do in my experience. 

[graphlex]

If it gets to the point where you need to mention the dealer’s legal obligations, find another dealer for your next purchase.  

[Photoworks]

2 hours ago, ravinj said:

My 35 Summilux FLE (B&H) and 21 Super Elmar (Leica Miami) were defective out of the box, brand new. Images were blurred on the right side for both of them. I dropped them off at Leica NJ and it took 2 months to get them back as they had to be sent to Germany. I first noticed the defect in the 21 SE, but took my 35 FLE as well to Leica NJ who checked both and found the same issue with 35 FLE too. Can't complain about the customer service except that repairs take time. 

I had an issue on my M10-P , the 35 FLE at 1.4 was not be able to focus at infinity... then the 50mm was the same at 1.4

It turns out that it was the position of the sensor. after calibration in NJ it was all good again.

[pgk]

10 hours ago, Al Brown said:

(EU is not very "money back" friendly - except if bought online where there is a mandatory 14-day no questions asked refund).

EU & UK still has this as a distance selling clause, so if you buy mail order you have 14 days to return an item by law if faulty and even otherwise I think.

[Fetchmycamera]

This is US to US transaction, just from one coast to the other. I spoke to the store yesterday. He was going to speak to the Leica Rep today to see if anyone else had reported a similar bug like this with the M11 thinking it was a camera issue since the 50APO has been around for so many years. He assured me not to worry.  He also said to not do the firmware update 1.3 waiting for next conversation. I will report again soon.

[Fetchmycamera]

Sorry, quickly the issue... New m11 new 50 2.0 apo summicron. Camera not detecting the lens accurately.  Then, when it did detect the attached lens correctly, on playback it would indiscriminately turn to say the next photo was 2.8/21mm. Another time it said 1.4/50mm.  Also I thought I saw spot dust on lens. Think I also feel a bit kookoo knowing I didn't change the lens and why would camera be suggesting it was another one for very next photo... Reminded to clean the bar code area but somewhat confused as to why a brand new lens would even have film or issue. 

[Stuart Richardson]

Sometimes things are not perfect. These items are assembled by hand by normal people, and there can be mistakes. My suggestion, however, is if there is a serious issue, to exchange the body immediately. I was in a situation where I took delivery of a Leica camera and within 4 days I realized that it was doing things that I did not really think were acceptable. I talked to Leica about it and they looked into it for a long time, before they finally told me at about six months that everything was fine and that is how it was supposed to work. I asked to return it, as I felt that I had been working with them in good faith to fix the camera, and they refused. The store offered to buy it back at about 60% of its new value. So just be careful! If I encounter an issue right away ever again, I will return the camera immediately. This is experience was with Leica Germany and Leica France, btw, not the US. I think in the US the good dealers tend to be better about protecting customers.

[Fetchmycamera]

Oh Stuart, that is awful. I will let u know. Calling soon.

 

[jaapv]

52 minutes ago, Fetchmycamera said:

Sorry, quickly the issue... New m11 new 50 2.0 apo summicron. Camera not detecting the lens accurately.  Then, when it did detect the attached lens correctly, on playback it would indiscriminately turn to say the next photo was 2.8/21mm. Another time it said 1.4/50mm.  Also I thought I saw spot dust on lens. Think I also feel a bit kookoo knowing I didn't change the lens and why would camera be suggesting it was another one for very next photo... Reminded to clean the bar code area but somewhat confused as to why a brand new lens would even have film or issue. 

Contact Leica Germany. By phone preferably. 

[IkarusJohn]

My SL bricked in the first week or so.  I returned it to the dealer, they gave me their demo to use until Leica replaced it with a new camera.  Can’t complain.

When my Monochrom was delayed, they also lent me their demo camera - that was months.

[Jeff S]

On 4/3/2022 at 6:18 PM, ravinj said:

My 35 Summilux FLE (B&H) and 21 Super Elmar (Leica Miami) were defective out of the box, brand new. Images were blurred on the right side for both of them. I dropped them off at Leica NJ and it took 2 months to get them back as they had to be sent to Germany. I first noticed the defect in the 21 SE, but took my 35 FLE as well to Leica NJ who checked both and found the same issue with 35 FLE too. Can't complain about the customer service except that repairs take time. 

Most stores should replace / return the equipment at least within the first 30 days.    

Leica Miami will exchange without issue if defective at purchase. Did you discuss?

Jeff

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[ravinj]

I didn't need to. Leica took care of it.

[Fetchmycamera]

It appears that the new camera does require a Leica adjustment. It appears they are aware of this issue. It is said to be minor and easily accomplished fix that they are equipped in NJ to do and does not need to go to Germany.

I have been given 3 choices.

I can send the silver M11 back for a total refund, I can wait for a new silver replacement M11,  or I can send this body to NJ in a prearranged time for the prescribed rush minor adjustment handled in concert with the store making all the arrangements.

Thoughts?