Leica downgraded my M10-P

[Svet]

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After reading this nice forum for more than a year I am finally making my first post and unfortunately it is to share bad experience with Leica and look for advice about how to proceed. Two years ago both "demo" M10-P from official Leica store. In October last year camera started hanging from time to time. The frequency got higher and finally decided to send It directly to Wetzlar. Tree weeks later they said that "printed circuit, VSOK", "printed circuit, H" and "Service M camera" is needed. In total 830€+VAT but fortunately still in the last month of warranty. So far, so good.

This week after more than four months of waiting my camera is back. To my dismay it is "downgraded" to M10 -- the touch screen is not working at all, some options of the menu are missing (perspective, level), it is just like plain M10, not M10-P. Tried fill reset. Write them back but still waiting for answer for third day.

My frustration is enormous ... any idea how to proceed and how to make them answer quickly ... 

Edited April 5, 2024 by Svet

[costa43]

Sorry to hear about your bad experience, this sort of thing is a lot more frustrating nowadays due to the horrendous wait times with customer care. It sounds like Leica made a mistake with a part they replaced or firmware they changed maybe. I’m sure they will rectify the error but I would be pushing for a loaner camera if you have to send it in again. You can also call customer care as well as email. 

[andybarton]

Definitely, pick up the phone and speak with someone in Customer Services

[overexposed]

makes you wonder if they replaced the mainboard with one of a M10 camera.

weird

get a manager on the phone

[kgs]

I have been a Leica user for many years. Now only with the M10, 2 Leica lenses and a few Voigtlander lenses.
This is also my experience with Leica Customer Service.
Ultimately everything will be put back in order but time consuming.
If you want to avoid all of this, the only solution is to consistently switch to another brand.

[kivis]

I have found the best way to avoid this is do business an authorized Leica dealer, like Leica Miami. Why? They can get things taken care of with the home office mush faster than you or me plus they will give you a loaner. My experience.

[tappan]

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For what it is worth.
My experiences (3 in the last year) with Leica NJ. USA have been great. Great workmanship in a timely delivery. Honest.
Mark

[Svet]

OP here. After phone call and various emails what they said is: "I have spoken to our technician. He told me that it looks like the wrong firmware has been installed.
He also told me that we can only solve this problem if you send the camera back to us.". Today finally received shipping label and the camera is on its way back to Wetzlar. Let see how long it will take this time. 

[Svet]

Ok, 5 weeks later my camera is back from it's second trip to Wetzlar and I am happy to report that now everything is ok. 

[01af]

Unfortunately, this is typical for today's Customer Care's work: screw things up upon first try, then get them right at second (or third or fourth) attempt. Been there, experienced that. More than once.

[costa43]

I'm still waiting on a cla for a lens I sent in at the beginning of November 2023. It's an epic joke..

[Svet]

Indeed. Leica should understand that this is starting to deteriorate their image. Currently we are waiting for 6 months for repairs, 2+ years for bug-free M11 firmware, days for simple email replay. It seems that some areas of the company are seriously understaffed. I just hope that they monitor this forum from time to time. 

[AceVentura1986]

3 hours ago, Svet said:

Indeed. Leica should understand that this is starting to deteriorate their image. Currently we are waiting for 6 months for repairs, 2+ years for bug-free M11 firmware, days for simple email replay. It seems that some areas of the company are seriously understaffed. I just hope that they monitor this forum from time to time. 

Sadly, as long as people keep buying Leica gear the company just won’t care. In 2011 my Canon 24-105L lens broke after years of use. I sent to Canon Irvine and had it back in my hands within ten days! A few years later, I needed to send my Leica ME to Leica NJ for repairs. It was months before I saw it again. For Leica, this is standard practice.

If they really cared about fixing the problem and (for whatever reason) can’t fix it themselves, then they simply can start training independent repair people like DAG or Sherry to repair digital cameras. 

But they won’t. Why? 

They. Just. Don’t. Care. 

Edited May 17, 2024 by AceVentura1986

[overexposed]

my M10R RF is out of alignment for the first time, i dont dare to send it in

Edited May 29, 2024 by overexposed
typo

[qqphot]

this is what has stopped me from buying a digital M. I'm playing with a borrowed M9 now and would like to have a M10 but for as expensive as these cameras are it seems they are nearly unserviceable, particularly when not in warranty, and I fear the frustration would leave me regretting the purchase.

[crons]

On 5/16/2024 at 9:20 PM, Svet said:

Ok, 5 weeks later my camera is back from it's second trip to Wetzlar and I am happy to report that now everything is ok. 

This is good. I love my Leica M and to be honest from here on out my options are to either repair my M10R if it breaks or get a Leica M2 or M4. I couldn't switch to another brand. 

But also with this experience you see  why most professional every day working photographers don't use Leica. 

[crons]

On 5/29/2024 at 1:55 PM, overexposed said:

my M10R RF is out of alignment for the first time, i dont dare to send it in

For that I would find an independent leica M service in your area. 

[crons]

On 5/29/2024 at 1:55 PM, overexposed said:

my M10R RF is out of alignment for the first time, i dont dare to send it in

I just asked my Leica dealer (not an official Leica store. A camera store that it's an authorized Leica dealer)

Welcome, dear visitor! As registered member you'd see an image here…

Simply register for free here – We are always happy to welcome new members!

 

I asked about rangefinder alignment. He said just bring it to the store. It'll be done in 3-4 days. 

Edited June 30, 2024 by crons