Leica NJ damaged my M lens, now what?

[MrFriendly]

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About 8 weeks ago I sent in my APO 35 to Leica NJ for the focus mount to be repaired, and today I got my lens back.  The focusing is great, but there are two visible scratches on the rear lens element that weren't there before.  I did take several photos of the lens before sending it in for repair, but I'm not sure how to I deal with this.  What would you guys do?  I've already emailed them and waiting for response, but they could always deny it.

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[jaapv]

Just file a complaint.

[darlesch]

That's tough. My Steel rim re-issue suffered the same problem after getting it back from Wetzlar. It came back functioning perfectly but noticed a very small scuff on rear element not present before... I elected to do nothing as it was quite minor. I did not take photos before sending it off, but you have evidence and yours is much more obvious. 

Please update us as to what they say. The worst case scenario is that they will ask you to send it back to replace the optical element, which shouldn't take long since it would be expedited. The best case scenario is they replace the lens, but that may involve some pushing. 

[LeicaR10]

Mr Friendly,  Jaapv is right.  Good thing you have the photographs of your lens before you sent it.  Leica NJ more than likely will simply replace the rear element.  r/ Mark

[hansvons]

12 hours ago, MrFriendly said:

The focusing is great, but there are two visible scratches on the rear lens element that weren't there before.  I did take several photos of the lens before sending it in for repair, but I'm not sure how to I deal with this.

These scratches will make your lens a hard sell. I'd file a complaint (though I can relate to hating doing it),

[lct]

On 11/23/2024 at 2:12 AM, MrFriendly said:

What would you guys do?  I've already emailed them and waiting for response, but they could always deny it.

Well done. They won't deny it if you took shots before and after you sent the lens so they will probably offer to repair the lens for free. Otherwise do file a complaint as sugested above but don't accept the lens as is as it has lost some value already.

[69xchange]

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Keep us updated. I would like to see if they're going to take responsibility. Leica has recently announced that they made record sales, so in return to their customers, I am curious how they will treat OP especially with before and after photos.

[gotium]

14 hours ago, lct said:

...They won't deny it if you took shots before and after you sent the lens...

I wouldn't count on that - I've had multiple items come back damaged from them, and they did not admit fault - on one occasion while they did cover the cost of repair they very specifically did not admit fault. 

[lct]

Just now, gotium said:

I wouldn't count on that - I've had multiple items come back damaged from them, and they did not admit fault - on one occasion while they did cover the cost of repair they very specifically did not admit fault. 

Insurers don't allow for such an admission generally. The only thing that counts is Leica covered the cost of the repair and i hope they will do he same in this case.

[gotium]

Any updates?

[MrFriendly]

On 11/25/2024 at 4:01 PM, 69xchange said:

Keep us updated. I would like to see if they're going to take responsibility. Leica has recently announced that they made record sales, so in return to their customers, I am curious how they will treat OP especially with before and after photos.

I didn't just take before-after photos, I also video recorded the unboxing as soon as UPS delivered the lens to my door back from Leica NJ repair.

They never explicitly took responsibility, and I had to ask for it before they said anything.  Stacy, the manger, first told me that they are not "unwilling to admit fault".  After she learned about the video unboxing, she changed it to "we are not attempting to avoid any fault on our end".  She also told me that she doesn't know how the lens was able to leave in this condition because the "technician who worked on it had been out of the office".

I filed a complaint at info@leica-camera.com a few days ago, but haven't heard back. Gerald Wagner is no longer the head of the International Customer Care.  And so far they are not willing to replace the lens with a new one.  The only other option Stacy offered, besides sending the lens back for repair, is to send the lens to factory for repair, which is going to take at least 6 to 8 weeks.

 

On 12/5/2024 at 10:23 PM, gotium said:

Any updates?

Sorry about the late update; I've been so disheartened by the whole experience, but I just want to take pictures.

[darlesch]

18 minutes ago, MrFriendly said:

I didn't just take before-after photos, I also video recorded the unboxing as soon as UPS delivered the lens to my door back from Leica NJ repair.

They never explicitly took responsibility, and I had to ask for it before they said anything.  Stacy, the manger, first told me that they are not "unwilling to admit fault".  After she learned about the video unboxing, she changed it to "we are not attempting to avoid any fault on our end".  She also told me that she doesn't know how the lens was able to leave in this condition because the "technician who worked on it had been out of the office".

I filed a complaint at info@leica-camera.com a few days ago, but haven't heard back. Gerald Wagner is no longer the head of the International Customer Care.  And so far they are not willing to replace the lens with a new one.  The only other option Stacy offered, besides sending the lens back for repair, is to send the lens to factory for repair, which is going to take at least 6 to 8 weeks.

 

Sorry about the late update; I've been so disheartened by the whole experience, but I just want to take pictures.

I'm sorry but this sounds horrific. Good on you to take a video of the unboxing, because that refusal of admission would have blindsided me and you were prepared with hard evidence... and who knows how this could have turned out if not for your smart thinking. I think sending an e-mail to Wetzlar is a good idea, but I would take it a step further and try to contact an executive at the company. I have heard many stories here e-mailing someone high up at Wetzlar and they were helpful to call NJ and sort things out. Please try that.

[gotium]

3 hours ago, MrFriendly said:

I didn't just take before-after photos, I also video recorded the unboxing as soon as UPS delivered the lens to my door back from Leica NJ repair.

They never explicitly took responsibility, and I had to ask for it before they said anything.  Stacy, the manger, first told me that they are not "unwilling to admit fault".  After she learned about the video unboxing, she changed it to "we are not attempting to avoid any fault on our end".  She also told me that she doesn't know how the lens was able to leave in this condition because the "technician who worked on it had been out of the office".

I filed a complaint at info@leica-camera.com a few days ago, but haven't heard back. Gerald Wagner is no longer the head of the International Customer Care.  And so far they are not willing to replace the lens with a new one.  The only other option Stacy offered, besides sending the lens back for repair, is to send the lens to factory for repair, which is going to take at least 6 to 8 weeks.

 

Sorry about the late update; I've been so disheartened by the whole experience, but I just want to take pictures.

 

3 hours ago, darlesch said:

I'm sorry but this sounds horrific. Good on you to take a video of the unboxing, because that refusal of admission would have blindsided me and you were prepared with hard evidence... and who knows how this could have turned out if not for your smart thinking. I think sending an e-mail to Wetzlar is a good idea, but I would take it a step further and try to contact an executive at the company. I have heard many stories here e-mailing someone high up at Wetzlar and they were helpful to call NJ and sort things out. Please try that.

I’ve had so many strange experiences with Leica service NJ, often having to send an item multiple times because they either returned it without repairing it or it came back with some new problem that in turn needed fixing. Generally it takes many months to sort it all out. I did email Wetzlar a few times to ask if I could work with them directly, but they simply forwarded my emails to New Jersey. Now I get super nervous if anything needs repair. 

[tsleica]

They did the exact same thing to me with a 35mm Ver 4 Summicron. They were offering free cleaning at NYC photo show...and like a dummy I let them handle it. I would never let them touch a mint lens of mine again. Scratches all over the rear element which is not very recessed. They placed the lens on a dirty rag and went at it like cleaning the dishes..I was aghast..

They offered to replace the rear element but I didnt want them to fk it up even more. So I traded it in. That was my 1st brand new Leica lens and I still miss it.

[JimmyCheng]

this all sounds ridiculous to me that you have to "proof" or fight for the right to have it replaced. What on earth are they charging the premium for if not for the service a brand like Leica should provide. 

[discoman5]

I agree with the general sentiment - it's ridiculous to even think that you have to create a video of unboxing. I am not sure how I feel about the NJ Leica !

I would not accept this lens and at a minimum would expect them to fix it expeditiously. 

Edited December 17, 2024 by discoman5

[Mute-on]

If you really aren’t getting a sensible response from Leica NJ, another option may be to just issue proceedings. It’s astonishing how receptive and accommodating a company will become when they have a legal action on their doorstep.

We had to do the same to generate a refund on airfares held over from Covid. The legal department of the very well known airline admitted fault immediately and covered costs of lodgement. They also said we would not have got the same result by wading through the endless cycle of “customer care”, in which one is deflected from one unwilling and uninformed representative to the next.

Dont play nice. It won’t hep you.