Leica average repair time (from inspection date in Germany) for an S lens is now 9 months!

[ropo54]

Advertisement (gone after registration)

2 hours ago, Pieter12 said:

Sorry to learn of your equipment issues. Kind of disappointing with relatively new gear (well, maybe not the S3). At least they were repairable--were they still under warrantee?

No, my S-35 lens is not under warranty. Purchased pre-owned, but it was working fine when it arrived and had had documentation that the AF motor was previously replaced in 2017.  Nor, did the current focus malfunction seem to have the typical motor failure noise (no grinding sound).  

My frustration is not about the money (yet) nor the necessity for a repair. 

Notwithstanding, the support from Leica to this point is very disappointing. 

I'm glad that I am not making my living with my camera!  

[Advertisement]

The Leica Q3 is available for pre-order at B&H Photo Video and Adorama

[Pieter12]

Nikon used to have (maybe still does, and maybe other manufacturers as well) NPS Nikon Professional Service. They would expedite repairs, do free CLA and even lend replacement equipment if a repair would take too long.

[marco febbrari]

Hello everyone,
I had a shutter lock on my S 007, within hours I was contacted by Leica Customer Care and sent the camera back to Wetzlar.

Left August 13, returned repaired September 4.  

I have the advantage of living in Italy, so direct shipping to Wetzlar is only a few days with the fast UPS couriers that Leica uses for its shipments.

[irenedp]

the S3 was under guarantee and the repair, including shipping, was covered by Leica. The IQ4 was not... I bought it from another photographer, it was one of the earliest IQ4 units. But now, hopefully, should be like new. As Leica, once a camera gets there, they do everything. The process is convoluted because the importer sends it to Copenhaguen where they determine what is to be done, and then send it to Japan (Mamiya's old factory) for the repair. But the turnaround was relatively quick.

Edited September 11, 2024 by irenedp

[Stuart Richardson]

2 hours ago, irenedp said:

the S3 was under guarantee and the repair, including shipping, was covered by Leica. The IQ4 was not... I bought it from another photographer, it was one of the earliest IQ4 units. But now, hopefully, should be like new. As Leica, once a camera gets there, they do everything. The process is convoluted because the importer sends it to Copenhaguen where they determine what is to be done, and then send it to Japan (Mamiya's old factory) for the repair. But the turnaround was relatively quick.

I would find it especially frustrating that I don't get to go on the trip too. Spain...Copenhagen...Tokyo. Sounds like a dream.

[davidmknoble]

@ropo54 I’ve had several lenses and bodies go back and forth with different wait times.  I just got back a 35 CS with a new focus motor and full CLA.  It took about 3 months?  Maybe 3.5….  It is frustrating, but when it gets back it’s great. Sorry your wait is so long.

By the way, I have confirmed that we are now asked to send things to NJ and they source them to Germany or North America for repair depending…. 

I think they are so backlogged that this is their solution for now.  Let us know how things go!

D.

 

[frame-it]

Advertisement (gone after registration)

2 hours ago, davidmknoble said:

I think they are so backlogged

meaning lots of system/lens failures?

[Pieter12]

1 hour ago, frame-it said:

meaning lots of system/lens failures?

Maybe a shortage of technicians and/or parts. I think their priority is building and selling new equipment rather than repair.

[irenedp]

On 9/11/2024 at 9:57 AM, Stuart Richardson said:

I would find it especially frustrating that I don't get to go on the trip too. Spain...Copenhagen...Tokyo. Sounds like a dream.

I wish too, Stuart. Japan is a fascinating country. I thought that Phase repaired in house. But obviously they repair at the old Mamiya HQ. The XF camera is essentially still a Mamiya, albeit quite evolved, so their technicians are probably the best ones to repair the camera. They provide a free full adjustment too (they just charged for the changed contact pins in the camera and the back).

[ropo54]

6 hours ago, davidmknoble said:

@ropo54 I’ve had several lenses and bodies go back and forth with different wait times.  I just got back a 35 CS with a new focus motor and full CLA.  It took about 3 months?  Maybe 3.5….  It is frustrating, but when it gets back it’s great. Sorry your wait is so long.

By the way, I have confirmed that we are now asked to send things to NJ and they source them to Germany or North America for repair depending…. 

I think they are so backlogged that this is their solution for now.  Let us know how things go!

D.

 

 I appreciate the encouragement, David.  I was told by Leica NJ to anticipate that "average repair time" is 9 months from the estimate  in Germany.  IMO, that is shamefully long and a huge conundrum for those who make their living from photography.  I'll be fine as this is just hobby for me, but I just don't comprehend a business model so incapable of meeting its users' needs. Sure, it is a discontinued system, but that should hardly inspire confidence in others to spend large sums of money on products whose repairs cannot be handled more readily. 

[davidmknoble]

On 9/12/2024 at 1:09 AM, frame-it said:

meaning lots of system/lens failures?

No, meaning many less people working on the CLA’s.  Backlog can come from low volume, but less people.  Like a restaurant with empty tables but only a few waiters/waitresses and people waiting to be seated.  

I’m happy they are still servicing the system.

[ropo54]

Repair estimate has just come in.  So, 9 month period should now be ticking down .  .  .  .

[Leicalook]

9 months - a baby is born

 

 

Edited September 20, 2024 by Leicalook

[ropo54]

On a positive note (since I was griping about an 'average 9 month repair time' from estimate), my S35 is on its way back.  So,  it turned out that it was 2.5 month waiting period from sending in to NJ to finish!  

Not inexpensive at $749 usd but a refreshed viable lens is coming back!

(Issues addressed: "necessary labours, service, disassembly, repair manual focus, adjust centering error, software update, overall adjustment, cleaning final inspection).

Edited October 10, 2024 by ropo54

[davidmknoble]

On 10/10/2024 at 9:49 AM, ropo54 said:

On a positive note (since I was griping about an 'average 9 month repair time' from estimate), my S35 is on its way back.  So,  it turned out that it was 2.5 month waiting period from sending in to NJ to finish!  

Not inexpensive at $749 usd but a refreshed viable lens is coming back!

(Issues addressed: "necessary labours, service, disassembly, repair manual focus, adjust centering error, software update, overall adjustment, cleaning final inspection).

Nice to hear!  That was what I experienced getting some lenses CLA’d and cleaned… I know you’re excited to be getting it back!