Surreal waiting times for lens repair and maintenance at Leica Germany

[Anbaric]

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The message this sends is - don't buy new lenses (or film cameras) from Leica, because they can't honour their guarantee in a reasonable time frame. Get something older that a good independent can probably service for a reasonable price in a few weeks (how many service visits simply require adjustments rather than replacement parts?). Avoid buying the latest and most exotic designs that rely on rare spare parts or procedures that can only be carried out at Wetzlar until Leica get their act together. Consider what the implications would be if you buy a digital camera that only they can fix and it needs to go back to the factory for an extended period. If you are already dealing with Leica's own service department, do not be afraid to exercise your consumer rights if they estimate there will be an unacceptable delay.

It's really time someone challenged them on this the next time Leica management take part in one of those interviews/PR events. If they can't get the staff themselves, they should be pushed to make parts available, where they have them, to independent technicians. Trying to grab every section of the Leica 'ecosystem' for themselves, from retail sales to auctions and secondhand sales to servicing may be profitable for them, but that's not the same thing as best serving the interests of their customers.

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[Anbaric]

1 hour ago, LocalHero1953 said:

As an amateur, i.e. one of the majority of customers who provide Leica's profits and keep them going, I welcome the demise of the professional service programme, which would have diverted resources from those who were not eligible. Professional does not mean 'deserving cause' or 'charity'. (After all, it is the amateurs who are 'not-for-profits'😉)

Joking aside, I think a professional programme is a good business decision on both sides. The camera companies know that professionals have a particular need for rapid service and can easily go to one of their competitors, because they are making hard-headed business decisions about their gear rather than buying into the mystique of a particular brand. And while I suspect that most pro gear made by Nikon or Canon is also bought by amateurs, they still want to keep their pro customers so that they can reasonably market their stuff as the 'choice of professionals', much like all that pro sports equipment and clothing that is mostly bought by people who use it at weekends. Leica, perhaps, now think they can do without ordinary professionals (only a small proportion of whom are realistically shooting Leica these days anyway) and just sponsor a few high profile photographers (I imagine Steve McCurry doesn't have to wait months if his SL2 breaks down). But if you're a jobbing wedding photographer trying to make ends meet and you aren't already heavily invested in Leica, buying into a system where you don't know when you'll get your gear back after sending it in for a simple service doesn't make much sense.

[Ecar]

I mentioned this in another thread: if Leica can't or won't beef up their service department, perhaps they could establish some kind of "Certified Technician" programme? These would get access (at their expense of course) to training, parts, and possibly some testing equipment. Only the work requiring the most specialised skills/tools would then go to Wetzlar. Without being burdened by overhead costs and what appear to be kafkaesque procedures and systems, 3rd-party technicians should be able to offer competitive prices and faster turnaround times - and also deal with non-Leitz/Leica rangefinder items that Wetzlar CS won't touch (although they are happy to sell them through their stores or auctions...) but that many Leica users own and use. Also, a network of local repair shops would simplify the whole shipping, customs/paperwork and communication process.

When it comes to distribution, Leica stores seem to be able to coexist with independent dealers, I don't see why it couldn't be the case in the service area. Of course, it takes the right skillset and some time/experience to become fully proficient in this kind of work (certainly longer than it takes to half-train a sales assistant in a Leica store...), but from my discussions with a couple of independent technicians, it's not a bad business to be in.

[Lonescapes]

For what it's worth, I would wait three months for repair on an expensive mechanical/electronic item if it was a reliable window I could count on, and if I did not have to surrender the item for the entire three months. That's unreasonable for non-routine repairs on high-end musical instruments, classic cars, etc. But no piano tuner would tell you to drop your Steinway off at their warehouse for three months, or leave your 1960s muscle car in their garage for the entire summer.

[tsleica]

It's a good business strategy...

Sell em...dont fix em...

Make money $$$$...

 

Back in the day Leica would replace an entire lens or body if you returned it... totally trashed..as in..you drove a truck over it.

But they stopped all that...lol...

I dont think anything is gonna change here..no need to.

Solution..

Someone else needs to make a digital RF body..a good one..so there are options..

But is that gonna happen...nope..

[LocalHero1953]

2 hours ago, Anbaric said:

The camera companies know that professionals have a particular need for rapid service and can easily go to one of their competitors, because they are making hard-headed business decisions about their gear rather than buying into the mystique of a particular brand.

I think this thread (and others) has demonstrated that professionals are not the only ones who are unwilling to put up with poor service. It may make sense for Leica and professionals, but brands need to respect those who are paying their wages, dividends and profits. But, as suggested, that may be why Leica has dropped the programme. 

[Anbaric]

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12 minutes ago, LocalHero1953 said:

I think this thread (and others) has demonstrated that professionals are not the only ones who are unwilling to put up with poor service. It may make sense for Leica and professionals, but brands need to respect those who are paying their wages, dividends and profits. But, as suggested, that may be why Leica has dropped the programme. 

The big difference with most of the major Japanese camera companies and their authorised service centres is that, while professionals may be able to get preferential treatment, amateurs will still benefit from a decent level of service, probably better than anyone can expect from Wetzlar right now unless they're a member of Magnum or they promote Leica to their 500k Instagram followers. I wouldn't mind a pro skipping the queue if their livelihood depended on it and my gear would be done within a few weeks anyway. It's a bit different if the estimated service time is 'maybe by the summer'.

[jaapv]

One should consider that professionals are a minority. It is great for a company to have professionals endorse the brand by using it, but the bulk of the turnover is generated by non- professional buyers. 

[easy_action]

3 hours ago, tsleica said:

Solution..

Someone else needs to make a digital RF body..a good one..so there are options..

But is that gonna happen...nope..

Have you come across Pixii? https://pixii.fr/

[hdmesa]

Given the average age of Leica owners, I wonder how many of us can afford these repair wait times. Perhaps Leica is just trying to wait us out 💀🪦

 

[tsleica]

Quote

Have you come across Pixii?

I said...a good one...

Not an over priced largish non FF camera from an independent where you have to ship it to France for anything gone wrong..

 

Edited November 17, 2023 by tsleica

[charlesphoto99]

20 hours ago, jaapv said:

It is great for a company to have professionals endorse the brand by using it...

Leica hardly does this anymore. I wouldn't exactly call Lenny Kravitz, Seal, and Nikki Six professionals, lol. 

[Cronilux]

vor 1 Stunde schrieb charlesphoto99:

Leica hardly does this anymore. I wouldn't exactly call Lenny Kravitz, Seal, and Nikki Six professionals, lol. 

They still use Influencers with a large following as ambassadors to attract a new, younger audience.

[yanidel]

Seems to me there is also an excessive culture along Leica owners of sending gear in for CLA's without a real need. These are not car engines. Don't fix it if it's ain't t broke. 

Maybe this culture also contributes to long service times.

 

[fotomas]

Guess Leica made it even worse with their decision not to sell spare parts to third hand workshops any more. So most of their jobs are also forced to went to the cc. When this decision was made the repair times was also around unacceptable 2-3 months IIRC. Now it becomes much worse. 

Nikon also made this customer-unfriendly turn a while ago. But at Nikon repairs mostly are done within 2-3 weeks.

[LocalHero1953]

I believe it illegal in the EU for car makers to refuse to sell parts to third party repairers. Can anyone confirm if that’s that’s the case and if so how Leica avoids the obligation?

[thighslapper]

I am rather astonished that Leica owners are carping about the extensive waiting times for repairs. 

By far the best strategy is to buy two of everything so you always have a fallback if one needs fixing. 🤣

I learnt this many years ago when I dipped my foot into the surreal world of Leica ownership and it served me very well.

Apart from a few Leica 'play time' cameras all my stuff is now Fuji.

I've had Fuji repairs done within a week (logged monday, box to return appears tuesday, in repairs by wednesday 1pm, despatched thursday and arrived friday) ...... and often at no cost even if out of warranty. 

The Service/Repairs fiasco is one major reason why I will never go back to Leica as my 'every day' camera gear. 

Edited November 18, 2023 by thighslapper

[LocalHero1953]

14 minutes ago, LocalHero1953 said:

I believe it illegal in the EU for car makers to refuse to sell parts to third party repairers. Can anyone confirm if that’s that’s the case and if so how Leica avoids the obligation?

To answer my own question, the current rules on right to repair do not cover cameras, but cover washing machines and similar consumer appliances. Pity. 

Edited November 18, 2023 by LocalHero1953

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[LocalHero1953]

14 minutes ago, thighslapper said:

I am rather astonished that Leica owners are carping about the extensive waiting times for repairs. 

By far the best strategy is to buy two of everything so you always have a fallback if one needs fixing. 🤣

I learnt this many years ago when I dipped my foot into the surreal world of Leica ownership and it served me very well.

Apart from a few Leica 'play time' cameras all my stuff is now Fuji.

I've had Fuji repairs done within a week (logged monday, box to return appears tuesday, in repairs by wednesday 1pm, despatched thursday and arrived friday) ...... and often at no cost even if out of warranty. 

The Service/Repairs fiasco is one major reason why I will never go back to Leica as my 'every day' camera gear. 

Your comments on Fuji (and I have had similar experience from Sigma) surely put paid to the notion that Leica cannot find good technicians in Germany.

Edited November 18, 2023 by LocalHero1953

[thighslapper]

4 minutes ago, LocalHero1953 said:

Your comments on Fuji (and I have had similar experience from Sigma) surely put paid to the notion that Leica cannot find good technicians in Germany.

The Fuji crew in Bradford are easily contactable and unfailingly helpful. 

The same used to be the case with Leica in Milton Keynes till it closed.