Surreal waiting times for lens repair and maintenance at Leica Germany

[MarkP]

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So can we ask Andreas to set up a survey thread to address this?  Ask Forum members to rate their experience regarding both turn-around time and satisfaction with service (and perhaps to comment on their experience). 

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[LocalHero1953]

I think we all know what the result would be!

[Lelmer]

3 hours ago, LocalHero1953 said:

I think we all know what the result would be!

I don't..

[thighslapper]

On 11/18/2023 at 12:40 PM, Lelmer said:

I don't..

It would confirm that Leica is prioritising sales over customer satisfaction. 

That's all very well when you have a luxury brand with an expanding market of those with money to burn.

When things get tough you do tend to sink rather rapidly, though. 

[earleygallery]

Can't Leica maybe operate some kind of system whereby they tell you the current wait time (we know this is about 8 months) and then ask you to send the item about a month in advance of when they expect to be able to do it.

This way the owner can potentially still use it (if the fault isn't total) and the turnaround time at Leica will improve significantly.

After all, if you make an appointment to see the Dr and they say the earliest free slot is in 2 days, you don't go and sit and wait in the surgery all that time!

[Cronilux]

vor einer Stunde schrieb earleygallery:

Can't Leica maybe operate some kind of system whereby they tell you the current wait time (we know this is about 8 months) and then ask you to send the item about a month in advance of when they expect to be able to do it.

This way the owner can potentially still use it (if the fault isn't total) and the turnaround time at Leica will improve significantly.

I asked exactly this question on the telephone with them and they told the waiting time starts once the equipment has been sent in. So a clear no to this idea, since they don’t want to take the risk of people getting it fixed somewhere else or simply deciding against a CLA all out of a sudden.

I now adjusted my M10-P by myself yesterday, cause I don’t wait 5 month to get my camera back. It’s spot on now and nailing focus with my 50/1 is a breeze again. 

[earleygallery]

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2 hours ago, Cronilux said:

I asked exactly this question on the telephone with them and they told the waiting time starts once the equipment has been sent in. So a clear no to this idea, since they don’t want to take the risk of people getting it fixed somewhere else or simply deciding against a CLA all out of a sudden.

I now adjusted my M10-P by myself yesterday, cause I don’t wait 5 month to get my camera back. It’s spot on now and nailing focus with my 50/1 is a breeze again. 

Daft excuse from Leica. They could take a deposit to secure the place in the line. Surely better for them too as they're not holding customers valuable goods for which they become responsible!

[LocalHero1953]

23 minutes ago, earleygallery said:

Daft excuse from Leica. They could take a deposit to secure the place in the line. Surely better for them too as they're not holding customers valuable goods for which they become responsible!

Why should this even be an issue for Leica? If the item doesn't turn up on the appointed day, then they move to the next one. That would be the rationale for sending it in a month ahead of when it is needed - to provide a pipeline buffer.

[KFo]

Have any of you returned something to Apple?  Online, a box arrives with appropriate shipping labels, you box, drop off at UPS/FEDEX whatever, a tracking number is automatic, you can see the status online.  Same as Amazon.

Maybe Leica can hand the logistics (including customer contact, updates etc) to a company that actual has expertise in the matters of customer service, shipping, etc.  It is clear that they have no interest/ability to scale beyond the make a little sell a little business model.

[Al Brown]

8 minutes ago, KFo said:

Have any of you returned something to Apple?  Online, a box arrives with appropriate shipping labels, you box, drop off at UPS/FEDEX whatever, a tracking number is automatic, you can see the status online.  Same as Amazon.

Maybe Leica can hand the logistics (including customer contact, updates etc) to a company that actual has expertise in the matters of customer service, shipping, etc.  It is clear that they have no interest/ability to scale beyond the make a little sell a little business model.

Shipping to Leica is and was never an issue. Nor is the shipping back where they pay for it.

[jaapv]

If the gear is under guarantee they will provide a shipping label with UPS.

[KFo]

2 minutes ago, Al Brown said:

Shipping to Leica is and was never an issue. Nor is the shipping back where they pay for it.

But it is all the customer contact process.  You start with initial contact, online, provide the shipping materials with appropriate tracking, service codes, etc. All the tracking is online from that point until the item is returned.  Shipping isn't the only process, it is the beginning of entry into a system. 

[maidenfan84]

It’s threads like this that reaffirm my refusal to purchase an M11 (new camera) and a new Leica lens. The wait and turnaround times for repairs and maintenance are simply inexcusable. If they had a policy in place that they loan you the exact equipment you’re sending in for months and months at a time, that would be different possibly. But, as it is, I expect a bit more. Especially if Leica has changed all of their reps to handle the products with white gloves, then I best get the white glove treatment. Imagine if Mercedes told their customers they need to leave their AMG with the dealership for 7 months to get an oil change…

Edited November 26, 2023 by maidenfan84

[28framelines]

3 hours ago, maidenfan84 said:

It’s threads like this that reaffirm my refusal to purchase an M11 (new camera) and a new Leica lens. The wait and turnaround times for repairs and maintenance are simply inexcusable. If they had a policy in place that they loan you the exact equipment you’re sending in for months and months at a time, that would be different possibly. But, as it is, I expect a bit more. Especially if Leica has changed all of their reps to handle the products with white gloves, then I best get the white glove treatment. Imagine if Mercedes told their customers they need to leave their AMG with the dealership for 7 months to get an oil change…

If that loaner idea was their policy, if this forum represented a true spectrum of Leica owners, they’d need to make 50% more cameras and lenses just to have spares! 😂

[KFo]

7 hours ago, maidenfan84 said:

If they had a policy in place that they loan you the exact equipment you’re sending in for months and months at a time, that would be different possibly. But, as it is, I expect a bit more. Especially if Leica has changed all of their reps to handle the products with white gloves, then I best get the white glove treatment. Imagine if Mercedes told their customers they need to leave their AMG with the dealership for 7 months to get an oil change…

Back in the old country (SoCal) MABP (Mercedes, Audi, BMW, Porsche) would give you a loaner while they messed with your ride.  Even for a routine service.

Of course these major players.

[Jewl]

vor 9 Stunden schrieb maidenfan84:

It’s threads like this that reaffirm my refusal to purchase an M11 (new camera) and a new Leica lens. The wait and turnaround times for repairs and maintenance are simply inexcusable. If they had a policy in place that they loan you the exact equipment you’re sending in for months and months at a time, that would be different possibly. But, as it is, I expect a bit more. Especially if Leica has changed all of their reps to handle the products with white gloves, then I best get the white glove treatment. Imagine if Mercedes told their customers they need to leave their AMG with the dealership for 7 months to get an oil change…

And this only works if your piece of gear is under warranty! Otherwise I believe a rental camera or lens might get quite expensive if you'd like to have it for the whole waiting timeframe. Don't believe they calculate this in the service fee. Except it ends up in an escalation. Have seen that they are getting more tolerant then... Especially if the "Customer Complaints" Team is involved. Which does not improve the overall situation if every case ends up in an escalation! 😉

Edited November 27, 2023 by Jewl

[AHPZuazua]

On 11/15/2023 at 12:48 PM, Crem said:

If it makes you feel any better... My Steel Rim remake had a sticky focus ring. I sent it to Leica NJ in the USA. They sent it off to Germany. I was told it would be something like 7+ months to get it repaired under warranty. The lens showed up at my door in around 3 months so the estimated times clearly aren't exact. I have no idea why 7 months turned into 3, but I was very thankful to have it back with the problem solved. Overall the customer service experience was really good (minus the wait time).

I really don't want to buy any Leica gear until these repair times become more reasonable. For anyone considering warranty repairs on a new item... I highly recommend you return it (if you can) vs deal with getting a new item warrantied.

How much did that cost

[AHPZuazua]

On 11/27/2023 at 1:49 AM, KFo said:

Back in the old country (SoCal) MABP (Mercedes, Audi, BMW, Porsche) would give you a loaner while they messed with your ride.  Even for a routine service.

Of course these major players.

Again, they didn’t offer loaners to just anyone dropping off a car. Your message is out of context 

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Hallo,

Look here: Leica M

[AHPZuazua]

On 11/26/2023 at 6:11 PM, maidenfan84 said:

It’s threads like this that reaffirm my refusal to purchase an M11 (new camera) and a new Leica lens. The wait and turnaround times for repairs and maintenance are simply inexcusable. If they had a policy in place that they loan you the exact equipment you’re sending in for months and months at a time, that would be different possibly. But, as it is, I expect a bit more. Especially if Leica has changed all of their reps to handle the products with white gloves, then I best get the white glove treatment. Imagine if Mercedes told their customers they need to leave their AMG with the dealership for 7 months to get an oil change…

Ok. No one will loose sleep over you buying an M11 or not. 
I just sent out my M2 to YYE and when it returns send my M3 to Wetzler just to see what happens 

[Alberti]

An M11 loaner. Interesting proposition. 
When I once got a 300h loaner (a car) I liked it so much we quickly agreed to buy one 😘