Flagship/Boutique Customer Experiences

[Bobonli]

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I have used M bodies on and off over the years always buying used. I’m looking at a purchasing an item brand-new and wondering how the different company stores stack up in terms of customer experience. I’m in NY but won’t rule out speaking with someone at another US store before purchasing. Here’s what’s important to me: (1) a relationship with the store where they care about me should I have a problem with my camera (2) willing to find solutions if there is a problem with the purchase [ for example I’ve heard that some shops just tell you the camera or lens is going back to Wetzlar and you’ll have to wait for its return versus swapping it in the store] (3) knowledgeable staff that know and use the products they are selling. Willing to bargain would be nice but I get the sense the price is the price on new cameras and lenses.

I’ve heard good things about the Miami shop, almost nothing about the others. What have your experiences been at the Leica boutiques/flagship stores?

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[250swb]

We hear people complaining that one store replaced an item and another sent it back to Leica, but doesn't replacing it depend on the store having excess stock that hasn't already got somebody's name on it? And if it's a popular store are they going to have excess stock? Leica stores are dependant on Leica having enough cameras or lenses to send them which is why there are waiting lists, which relates to your last point, if they can sell it at full price all day long why would a shopkeeper haggle? 

[masjah]

23 minutes ago, 250swb said:

We hear people complaining that one store replaced an item and another sent it back to Leica, but doesn't replacing it depend on the store having excess stock that hasn't already got somebody's name on it? And if it's a popular store are they going to have excess stock? Leica stores are dependant on Leica having enough cameras or lenses to send them which is why there are waiting lists, which relates to your last point, if they can sell it at full price all day long why would a shopkeeper haggle? 

It also depends on the consumer protection legislation of the country where the store is based. Here in the UK, if I recall correctly , you are entitled to a refund or replacement within the first 28 days, end of. (Beyond that there is a burden of proof, which I think becomes more onerous with time, to show that the fault existed ab initio.) This is in addition to any warranty offered by the manufacturer. 

[LocalHero1953]

Mayfair, London. A couple of times they have pulled out all the stops for me to find me a new item from elsewhere in the system, or given me an excellent trade-in. Yes, I know you appear to live in the USA, but your post implies distance is no object.

Personally I would pick the store where I can actually meet the staff face to face. Persuading someone to 'care about you' when you've never met them means you're starting at the bottom of the hill. I would start with the closest one I can visit and expect to build a relationship over time (and purchases). All customers have a right to a certain level of care but getting the 'above and beyond' response doesn't start the moment I walk in the door for the first time.

Edited July 16, 2024 by LocalHero1953

[TomB_tx]

4 hours ago, LocalHero1953 said:

I would start with the closest one I can visit

Must be nice to have Leica dealers within driving distance. Not true many places anymore. Back in the 1960s many small towns had dealers that sold Leica - not anymore.

[Viv]

My Friendly Local Dealer is 20 minutes away by car.

[Bobonli]

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12 hours ago, LocalHero1953 said:

Mayfair, London. A couple of times they have pulled out all the stops for me to find me a new item from elsewhere in the system, or given me an excellent trade-in. Yes, I know you appear to live in the USA, but your post implies distance is no object.

Personally I would pick the store where I can actually meet the staff face to face. Persuading someone to 'care about you' when you've never met them means you're starting at the bottom of the hill. I would start with the closest one I can visit and expect to build a relationship over time (and purchases). All customers have a right to a certain level of care but getting the 'above and beyond' response doesn't start the moment I walk in the door for the first time.

Ordinarily I’d agree with you and that’s my usual pattern of purchasing from brick and mortar shops. Sometimes local might seem alright but others may have had different experiences to know about. I visited one of the local to me shops, had an okay experience then had a follow up question which I sent by email which has been met with silence. On the other hand, I’ve spoke to an out-of state shop by phone when looking for pre-owned gear and experienced excellent service and follow up. Based purely on this, I’d prefer the out of state shop. But better to ask around before making a commitment that will be very expensive.

[250swb]

53 minutes ago, Bobonli said:

Ordinarily I’d agree with you and that’s my usual pattern of purchasing from brick and mortar shops. Sometimes local might seem alright but others may have had different experiences to know about. I visited one of the local to me shops, had an okay experience then had a follow up question which I sent by email which has been met with silence. On the other hand, I’ve spoke to an out-of state shop by phone when looking for pre-owned gear and experienced excellent service and follow up. Based purely on this, I’d prefer the out of state shop. But better to ask around before making a commitment that will be very expensive.

The best perspective you could have is to put yourself in the shoes of the camera shop employee, they can't know everybody's name, they have multiple tire kickers to deal with in a day, they either don't actually care much about Leica or couldn't afford one anyway on their wages, they just sell them and know enough about an M11 or whatever to earn their commission. That would be the average in customer care, anything more and they are sucking up to you.

[Bobonli]

This is all very generic but I’d like to hear about specifics shops. If you’re shy and don’t want to write in a public forum then PM me please. I’m in the US and would prefer to deal within the US

[Bobonli]

Actually.....that is the vibe the boutiques go for: comfy environment and seating, "here, have a nice cold beverage" etc. I don't care about that.

What I do care about is boutique service on a $$$$ purchase should I have questions or need service. That was a thing once upon a time: having a relationship with a shopkeeper who'd look after your needs. From everything I've read the level of attention if there is a problem is notably different in a flagship (perhaps there's a replacement to offer) versus any other online dealer (here's your money back or we're sending it to Germany and it will be back in a year). 

Maybe that's not a thing anymore. Heck the dealer who sold me my car told me to GTFO of his showroom in front of other customers when I raised a concern about his service department. 

[RMF]

On 7/15/2024 at 2:16 PM, Bobonli said:

I have used M bodies on and off over the years always buying used. I’m looking at a purchasing an item brand-new and wondering how the different company stores stack up in terms of customer experience. I’m in NY but won’t rule out speaking with someone at another US store before purchasing. Here’s what’s important to me: (1) a relationship with the store where they care about me should I have a problem with my camera (2) willing to find solutions if there is a problem with the purchase [ for example I’ve heard that some shops just tell you the camera or lens is going back to Wetzlar and you’ll have to wait for its return versus swapping it in the store] (3) knowledgeable staff that know and use the products they are selling. Willing to bargain would be nice but I get the sense the price is the price on new cameras and lenses.

I’ve heard good things about the Miami shop, almost nothing about the others. What have your experiences been at the Leica boutiques/flagship stores?

I’ve had great experiences at the Leica Boutiques (especially Bellevue, WA, and Meatpacking NYC). Since you are in NY I’d suggest you go check out the brand new Meatpacking Boutique and talk to them, super friendly knowledgeable staff. I was there for their opening weekend and it was an overall great experience meeting the manager and the rest of the team. Leica Bellevue boutique is in my hometown so I frequent the store often; I’ve had nothing but great experiences at the store, from gallery openings and events, to working with the staff and sending items through them for Leica service. Btw- Leica Miami is a privately owned company (not an official Leica Boutique), but I’ve had nothing but great things to say about them as well; both purchases and trade-ins. All of these stores I listed back up their products with stellar service and knowledgeable staff. 

 

[Bobonli]

1 hour ago, RMF said:

I’ve had great experiences at the Leica Boutiques (especially Bellevue, WA, and Meatpacking NYC). Since you are in NY I’d suggest you go check out the brand new Meatpacking Boutique and talk to them, super friendly knowledgeable staff. I was there for their opening weekend and it was an overall great experience meeting the manager and the rest of the team. Leica Bellevue boutique is in my hometown so I frequent the store often; I’ve had nothing but great experiences at the store, from gallery openings and events, to working with the staff and sending items through them for Leica service. Btw- Leica Miami is a privately owned company (not an official Leica Boutique), but I’ve had nothing but great things to say about them as well; both purchases and trade-ins. All of these stores I listed back up their products with stellar service and knowledgeable staff. 

 

Thank you.

[Al Brown]

The most amazing experience of any Leica store globally as far as ambiance and vibe go is definitely Leica Store Kyoto. A 100-year-old, two-story traditional townhouse reconstructed using artisanal techniques in Taisho style full of lumber and with own zen garden makes it a unique Leica store unlike any before it. Definitely a must see. My purchase there has been seamless. This is the one Leica store to visit from a bucket list.

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[105012]

The largest Leica boutique in the world has just opened --- in Melbourne. Friendly service was my initial impression.

[250swb]

33 minutes ago, 105012 said:

The largest Leica boutique in the world has just opened --- in Melbourne. Friendly service was my initial impression.

But I hope they would remain friendly even if a camera was bought from them mail order? But the downsides of mail order are the dealer can never tell you how handsome you look with an M11 slung around your neck, or supply the smelling salts when you get the bill.

[jdlaing]

Walked into two Leica stores over the years. One on the west coast one on the east. Made purchases in both. Good experiences in both.

Edited July 20, 2024 by jdlaing

[Chuck Albertson]

21 hours ago, RMF said:

I’ve had great experiences at the Leica Boutiques (especially Bellevue, WA, and Meatpacking NYC). Since you are in NY I’d suggest you go check out the brand new Meatpacking Boutique and talk to them, super friendly knowledgeable staff. I was there for their opening weekend and it was an overall great experience meeting the manager and the rest of the team. Leica Bellevue boutique is in my hometown so I frequent the store often; I’ve had nothing but great experiences at the store, from gallery openings and events, to working with the staff and sending items through them for Leica service. Btw- Leica Miami is a privately owned company (not an official Leica Boutique), but I’ve had nothing but great things to say about them as well; both purchases and trade-ins. All of these stores I listed back up their products with stellar service and knowledgeable staff. 

 

The Leica store in Bellevue is a Leica Store (owned by Leica), whereas Glazer's in Seattle has a Leica Boutique in its store (Leica-spec'ed display cases and stock). I've done business with Glazer's for 40+ years, and with the Bellevue store since it opened some 10 years ago. Service from both is excellent and both have frequent Leica events.

[JimP]

I have had good luck with Ken Hansen in nyc. Ken has passed but I believe  his daughter and her husband have taken over. 

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[Leicaphiliac]

I went into Leica Store Sydney today, to ask about a part for a trinovid (eyecup unscrewed itself in a rainforest) and I was treated as if I was chewing gum under a shoe by the ‘assistant manager'. Refused to even look at what I was showing him and said I should just email a photo of it. So, that was a big cross through buying a replacement binocular there. Then, I noticed a tombstone saying they dealt with film processing…so I started to ask about that and was told to just scan the QR code. I was not carrying a phone, so I wrote down the details. He made it clear that he thought that utterly luddite and beyond the pale. I started to say I had 4 Leica M film bodies including MP and M6 and various Leica lenses and was therefore interested generally in what they had for film users, and was told ‘just get an M11-P’.  Hmmm.  The worst retail experience I have had for a long time.  I would not recommend them, and I won’t use them.  They must be super lucky and doing fantastic business to treat the few people that go into their store in that way.  

[Mute-on]

1 hour ago, Leicaphiliac said:

I went into Leica Store Sydney today, to ask about a part for a trinovid (eyecup unscrewed itself in a rainforest) and I was treated as if I was chewing gum under a shoe by the ‘assistant manager'. Refused to even look at what I was showing him and said I should just email a photo of it. So, that was a big cross through buying a replacement binocular there. Then, I noticed a tombstone saying they dealt with film processing…so I started to ask about that and was told to just scan the QR code. I was not carrying a phone, so I wrote down the details. He made it clear that he thought that utterly luddite and beyond the pale. I started to say I had 4 Leica M film bodies including MP and M6 and various Leica lenses and was therefore interested generally in what they had for film users, and was told ‘just get an M11-P’.  Hmmm.  The worst retail experience I have had for a long time.  I would not recommend them, and I won’t use them.  They must be super lucky and doing fantastic business to treat the few people that go into their store in that way.  

I’ll be in Sydney next week and was considering a visit to the Leica Store. I won’t bother now.

Honestly, it seems most of the Leica factory stores are really only interested in selling $15,200 AUD M11s or $11,000 AUD Q3s. Us luddites with our three film Leica Ms and two generations old Leica M digital cameras are not their target market. The people working at these stores are, for the most part,  not film Leica enthusiasts, or even serious photographers. They’re posers, like most new Leica customers. An M11-D with a 35 APO Summicron is around $30,000 AUD. Stupid money for most, but nothing for their preferred customers. At least we know where we stand.