Flagship/Boutique Customer Experiences

[Mute-on]

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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. 

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[JNK100]

The London store is welcoming and has a decent staff.

[LocalHero1953]

26 minutes ago, JNK100 said:

The London store is welcoming and has a decent staff.

+1

[250swb]

Leica dealers used to be about the personal touch, but now it’s who has what in stock at any time you desire something, which with Leica batch releases means people scrabble from one to the other instead of just putting your order in and waiting. So you get what you ask for, Leica dealers now know you are liable to be tyre kicking because if you put an order in with them you’ll switch if another dealer has the same thing listed a fraction of a day earlier.

And that is why customer care has gone to hell, because the dealers know potential customers have no loyalty anymore and they’ll order from anybody else who’ll satisfy their craving first.

Edited October 20 by 250swb

[theseahawk]

Over the past two years I’ve dealt with and purchased camera bodies and lenses from Leica stores in Miami, DC, Boston , NYC (SoHo now closed) and all had excellent customer service, good pre-owned inventory, and fair prices. Same experience at the store in Mayfair. Only exception was the LA store, which had little interest in helping me shop their vintage glass. If I lived nearby I’d go to Camera West instead.

[KFo]

I alway liked and found Leica LA a pleasant experience back when I lived there. They were well stocked, had knowledgeable staff and good service.  Couldn't have asked for more. Bought a fair number of items there.

A week ago I wandered into Leica Rome.  Thinly stocked, thinly staffed, not sure why they are wasting the electricity.  It could have been the M3 with googled 35 Summicron 8e on my shoulder that put me on the no fly list.  Their loss.

My local place now (Casanova Foto in Barcelona) is a Leica boutique. They are knowledgeable and helpful and always willing to make a deal.  They also have capable service.  Next time I'm in Madrid I want to have a look at Leica Madrid.

[jdlaing]

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On 7/16/2024 at 6:50 AM, TomB_tx said:

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.

I think our friend in Austin still carries Leica.

[Herr Barnack]

On 10/20/2024 at 5:40 AM, 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.  

That's a shameful way to treat a potential customer.  Thanks to this forum, thousands of people around the world now know about the slipshod customer service at Leica Store Sydney.  That can't be good for their cash flow.

It's just not very smart to be an arrogant, condescending dick to people when you are in business.

I definitely agree with @Al Brown about Leica Store Kyoto - I have never been there, but it is on my bucket list of must see places.

Edited November 22 by Herr Barnack

[mark_s90]

On 11/22/2024 at 9:56 AM, Herr Barnack said:

That's a shameful way to treat a potential customer.  Thanks to this forum, thousands of people around the world now know about the slipshod customer service at Leica Store Sydney.  That can't be good for their cash flow.

It's just not very smart to be an arrogant, condescending dick to people when you are in business.

I definitely agree with @Al Brown about Leica Store Kyoto - I have never been there, but it is on my bucket list of must see places.

Captive market is an issue.  With a mere 6 stores selling our beloved Leica gear,, its all captive. 

And If you get bored, you can get really scared on ebay right now with 15,000$USD  M9 for sale...