sdai Posted December 2, 2007 Share #1 Posted December 2, 2007 Advertisement (gone after registration) How many of you seriously believe that they're not reading this forum? I only see this on their German web site though. Leica Camera AG - Service - Service im Werk Fast repair, 5 working days for 80 Euros Express repair, 2 working days for 170 Euros. Link to post Share on other sites More sharing options...
Advertisement Posted December 2, 2007 Posted December 2, 2007 Hi sdai, Take a look here Leica Now Offers Express Service. I'm sure you'll find what you were looking for!
bradreiman Posted December 2, 2007 Share #2 Posted December 2, 2007 wow-funny. once they get their great translator (see summarit ad translation) maybe this will be offered to the non-german speaking 98% of m owners...B Link to post Share on other sites More sharing options...
Riccis Posted December 2, 2007 Share #3 Posted December 2, 2007 If you are a professional, your repairs are prioritized at no additional cost. They took care of one of my M8s in 10 days (including transit time) Riccis Link to post Share on other sites More sharing options...
steich Posted December 2, 2007 Share #4 Posted December 2, 2007 The new service has caused a quite vivid discussion in the German forum :-) I like the idea of an "Express" service: e.g. if I drop my M8 a few days before the "mother of all photo trips", I can be sure to have it repaired in time- whether I am a "pro" or not. Paying for this useful extra service seems a natural thing to me. Cheaper than buying a new camera for the trip, anyway. Stefan Link to post Share on other sites More sharing options...
Hookeye Posted December 2, 2007 Share #5 Posted December 2, 2007 Does this mean that people who send in their Leica gear for repair under warranty will have it returned in two days? Or are they placed at the back of the queue - behind those who pay for expedite service? Link to post Share on other sites More sharing options...
stunsworth Posted December 2, 2007 Share #6 Posted December 2, 2007 Obviously the express service will take priority. The effect that this has on normal repairs depends on the number of express repairs. If there are only a few then the effect will be negligible. Link to post Share on other sites More sharing options...
Eoin Posted December 2, 2007 Share #7 Posted December 2, 2007 Advertisement (gone after registration) Perhaps I'll answer that question for you, A Back focusing Summilux new out of the box was sent to Leica and arrived 20 Nov, service order issued on 22 Nov, it went into repair on 26 Nov. Leica knew how unhappy I was regarding this issue of back focus and my experience of QC issues on new lenses for a 2nd time and the fact I was and have been paying the shipping. So in answer to your question, you are just a number and take your position in the longer queue. Link to post Share on other sites More sharing options...
steve_l Posted December 2, 2007 Share #8 Posted December 2, 2007 clever - so now everyone will end up paying for express or they will end up never getting the camera back as express orders keep bumping to the head of the line and Leica doesn't staff up to improve overall capacity Link to post Share on other sites More sharing options...
farnz Posted December 2, 2007 Share #9 Posted December 2, 2007 clever - so now everyone will end up paying for express or they will end up never getting the camera back as express orders keep bumping to the head of the line and Leica doesn't staff up to improve overall capacity Hmm .. perhaps you're right, Steve, but then they could introduce a more expensive "Executive" service that would precede "Express" service. And a little later, an even more expensive "Priority" service that would precede Executive and Express services. And after that, "Gold" service and still later "Platinum" service etc. Since we have generally all paid the same price for our goods we should be entitled to the same service, which should be excellent, rather than be encouraged to pay extra to queue jump to mask the failure of the system. Perhaps I'm being too idealistic. Sadly the words "slippery" and "slope" spring to mind. Pete. Link to post Share on other sites More sharing options...
johnastovall Posted December 2, 2007 Share #10 Posted December 2, 2007 Hmm .. perhaps you're right, Steve, but then they could introduce a more expensive "Executive" service that would precede "Express" service. And a little later, an even more expensive "Priority" service that would precede Executive and Express services. And after that, "Gold" service and still later "Platinum" service etc. Since we have generally all paid the same price for our goods we should be entitled to the same service, which should be excellent, rather than be encouraged to pay extra to queue jump to mask the failure of the system. Perhaps I'm being too idealistic. Sadly the words "slippery" and "slope" spring to mind. Pete. I don't see this different than the service offerings of most all hi-tech companies. In IT you can go from basic package or warranty (mail it in they mail it back), to 5x8, to 24x7, to tech on site full time pay accordingly. Link to post Share on other sites More sharing options...
charlesphoto99 Posted December 2, 2007 Share #11 Posted December 2, 2007 Problem is that Leica need to ramp up their service across the board - more staff, more benches, etc. Because if too many customers use these express services the question is can they actually deliver? Only if they use the extra income to expand the service depts. Link to post Share on other sites More sharing options...
sdai Posted December 2, 2007 Author Share #12 Posted December 2, 2007 I think it is a temporary measure buying them some time before an extensive support/service network can be built up ... on another side, Leica's current volume may not support the idea of an extensive program such as CPS or NPS and it may create a huge overhead in operation. At least now they offer some sort of commitment, if you paid and didn't get your stuff wroked out in 5days, 2days, then you're in a position to ask for an explanation, entitled to a refund or perhaps service for free. I've no doubt it's a move in the right direction. Link to post Share on other sites More sharing options...
egibaud Posted December 2, 2007 Share #13 Posted December 2, 2007 What are the requirement to be considered a pro? Is having 2 M8 bodies and 5 M lenses considered as being a pro, or do I need to send a copy of my business card? Second question, if my material is under garanty, do I also need to pay this? I understand this is just for speeding things up, the handwork and material is covered by the garanty, isn't it? Thanks for the answer. Eric Link to post Share on other sites More sharing options...
AlanG Posted December 2, 2007 Share #14 Posted December 2, 2007 I think I saw this on one of the episodes of "The Sopranos." Tony's family took over a camera repair shop in NJ and you had to pay for "Express Service" if you wanted to see your camera again. I have a lowly Sigma 12-24 lens and after 3+ years I felt wasn't focusing as accurately as it used to. It had a 4 year warranty. I sent it to Sigma and two days later the actual repairman called and asked very detailed questions about the problem to make sure he understood the issue clearly. He repaired it quickly and had it back in my hands in just a couple of days. (Less than a week total door to door.) There was no charge. It is the only Sigma product I have ever owned but made me think very highly of them. Link to post Share on other sites More sharing options...
Kent10D Posted December 2, 2007 Share #15 Posted December 2, 2007 Am I the only person who's having a problem with the concept that pros get priority service at no extra charge and everyone else has to pay? Do pros pay more for their cameras? Something's not quite right there. Link to post Share on other sites More sharing options...
stunsworth Posted December 2, 2007 Share #16 Posted December 2, 2007 Do pros pay more for their cameras? Something's not quite right there. No, but they use the cameras to put food on the table. Personally I don't have a problem with them getting preferential treatment. Link to post Share on other sites More sharing options...
Kent10D Posted December 2, 2007 Share #17 Posted December 2, 2007 No, but they use the cameras to put food on the table. Personally I don't have a problem with them getting preferential treatment. I can understand that, but I can think of a variety of situations in which long repair turnaround can do significant "damage" to an amateur as well. Since pros get to amortize the cost of their gear as well as absorb repair costs via their business, it would seem that paying a modest "express fee," the same as required from us mere mortals, would not be an inappropriate burden. Maybe I'm missing something, but it does make me a bit uncomfortable. Of course it wouldn't bother me nearly as much if the average turnaround times were measured in days rather than weeks or months. Link to post Share on other sites More sharing options...
egibaud Posted December 2, 2007 Share #18 Posted December 2, 2007 It would be fair that pro get priority ONLY if they own more material than the average photographer or if they pay for a pro card for a yearly fee. Eric Link to post Share on other sites More sharing options...
stunsworth Posted December 2, 2007 Share #19 Posted December 2, 2007 As far as I'm aware it's standard practise in the industry. Link to post Share on other sites More sharing options...
sdai Posted December 2, 2007 Author Share #20 Posted December 2, 2007 I have no idea how Leica operates their pro services program so I can only speak from my past experience in the organization I've once served. CPS and NPS have their own support technicians and don't share the same resources with consumer service. Some critical accounts are taken care of by headquarters in Japan directly. So there should really should be no conflicts between pro and consumer services. Link to post Share on other sites More sharing options...
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