Leica Customer Service

[IkarusJohn]

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Back in June, I dropped my Monochrom, with 50 Summilux ASPH attached.  It was on the back seat of the car, covered with a jacket (to discourage interest).  I’m very fond of this camera and lens (both silver chrome), and my heart sank as it hit the concrete.  I checked it, and, yes, the rangefinder was out of alignment.

I decided to drop it into the local Leica dealer - they confirmed it needed to go back to Wetzlar.  Reading the other experiences here, I was ready for it to be away for 6 months to a year.

Yesterday, less than three months later, I got a call to say its back. Not bad, if you include shipping from New Zealand to Germany (and all customs clearances) and back again.  The best bit was the condition of the camera and lens - not just fixed, but carefully cleaned and serviced.

So, call this post what you will, but it is another experience of mine of superb service by Leica.  Not discounting others’ experience, just recording a happy experience to put some balance into some of the posting here.  Not every Customer Service experience is an unhappy one.

Now, when will I get my M10-D back …

Best
John

Edited September 20, 2023 by IkarusJohn

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[pcgarner]

Hooray. Great post.

[mr35mm]

Hope same will happen with my M7. I will send the Camera to Wetzlar to change the viewfinder to 0,85.

They told me that maybe i have to wait nearly 8 mounth but perhaps i'm a lucky guy like you 🙂

 

[IkarusJohn]

Just received a text - my M10-D is back from Wetzlar.  Roughly 6 months.  Not bad, considering all the electronics have been replaced.  It’s effectively a new camera (not that I thought I needed one).

Kudos to Customer Service.

[Rona!d]

Wow, 6 months is very close to light velocity considering it not just included the repair but also the whole shipping process (NZ->Germany->NZ).

Congratulations and enjoy your "new" camera!

[Almizilero]

This seems to be the place for positive Leica Service posts

My experience is only a minor thing, but an overall great experience. I got myself a used Summarit 35 that was missing the front ring (the one that can be screwed on the front instead of the hood). So I called Wetzlar to ask if they still had those and how much it would be. I had a lovely chat with the service guy who in the end couldn't help, but gave me an email address. So I wrote them to ask about the ring. This was a week before Christmas and I haven't heared back from them since, which I thought was totally OK with the holidays and all. But yesterday, UPS delivered a mystery parcel. In it was ... the ring I was after, free of charge!
I know repair times are through the roof at the moment and I'm quite happy that I didn't have to send anything in yet, but little things like this are just a great experience and strengthen my believe in the brand.

[Almizilero]

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I can already give new praise the the service in Wetzlar. I was in the area the other day and thought I might have a lens looked at while I was there. So I drove out to the Leica Centre and simply walked in, hoping I might get some info what could be done about my problem and maybe a quote on how much and how long. I learned that you usually need an appointment with the service, but they'd have a quick look anyway. What can I say, got the lens back half an hour later, problem solved at no cost! And the guy who helped me was absolutely fantastic! We had a little chat, such a funny, congenial guy full of positive energy.

(BTW, while I was waiting someone with an appointment came in and he was, well, complicated. You know, the way people believe Leica owners are ... In short, he was terribly arrogant towards the clerk. I felt like his repair needs could have been met quite as quickly as mine, but he got told that he'd have to leave his stuff and get it back in about 8 weeks. So ... maybe sometimes it helps to just be nice to people?)

[Chai.T]

I wanted to share my recent ordeal with my Leica M246 camera in the hopes of shedding light on my experience and seeking advice from fellow enthusiasts.

My journey with the Leica M246 began back in 2015 when I purchased it for my professional photography work. Unfortunately, the camera started exhibiting issues as early as 2018. Despite trying various troubleshooting methods, such as removing and reinserting the battery, the problems persisted.

In 2022, I finally managed to send my camera to Germany for repair, as the challenges posed by the COVID-19 pandemic had previously hindered my ability to do so. However, even after an extensive inspection by the Leica Service department, no issues were identified, and the camera was returned to me.

To my dismay, upon receiving the camera back, it was obvious that it was still not functioning properly. Subsequently, Leica Thailand sent it back to Singapore and Germany for further evaluation.

After several rounds of inspection, Germany suggested replacing the sensor as a potential solution to the ongoing issues. This process has been incredibly frustrating and time-consuming, leaving me without a reliable camera for my professional endeavors.

I find myself reaching out to the Leica Forum community in the hopes of finding solidarity and perhaps some guidance on how to navigate this challenging situation. Has anyone else encountered similar issues with their Leica cameras, particularly the M246 model? Any insights or advice would be greatly appreciated.

Thank you for taking the time to read about my experience, and I look forward to hearing from fellow Leica enthusiasts.

 

[Alberti]

On 3/17/2024 at 5:05 PM, Almizilero said:

I can already give new praise the the service in Wetzlar. I was in the area the other day and thought I might have a lens looked at while I was there. So I drove out to the Leica Centre and simply walked in, hoping I might get some info what could be done about my problem and maybe a quote on how much and how long. I learned that you usually need an appointment with the service, but they'd have a quick look anyway. What can I say, got the lens back half an hour later, problem solved at no cost! And the guy who helped me was absolutely fantastic! We had a little chat, such a funny, congenial guy full of positive energy.

(BTW, while I was waiting someone with an appointment came in and he was, well, complicated. You know, the way people believe Leica owners are ... In short, he was terribly arrogant towards the clerk. I felt like his repair needs could have been met quite as quickly as mine, but he got told that he'd have to leave his stuff and get it back in about 8 weeks. So ... maybe sometimes it helps to just be nice to people?)

I have had the same service from them on location. They stiffened up my Elmar 90 collapsible, and they tightened a Summicron focus ring. At the same time they checked the calibration of these lenses quickly. Really nice thing to do.