Derbyshire Man Posted February 21 Share #1 Posted February 21 (edited) Advertisement (gone after registration) I bought a used 28mm summilux which I like but developed problems. I’d had it for 3 months or so with a six month warranty. it went to Solms Wetzlar 2 months ago. What are the current repair times for lenses, digital and mechanical cameras? I’ve got a feeling I’m going to be without it longer than I’ve had it and am toying with the idea of buying a replacement to sell again later. Edited February 21 by Derbyshire Man Educational reply! Quote Link to post Share on other sites More sharing options...
Advertisement Posted February 21 Posted February 21 Hi Derbyshire Man, Take a look here Current turnaround times at Leica?. I'm sure you'll find what you were looking for!
pedaes Posted February 21 Share #2 Posted February 21 6 minutes ago, Derbyshire Man said: Solms 2 months ago If it went to Solms, who knows. Leica left the site some years ago.😉 2 Quote Link to post Share on other sites More sharing options...
BradS Posted February 21 Share #3 Posted February 21 (edited) at present, figure at least six to eight months. Edited February 21 by BradS Quote Link to post Share on other sites More sharing options...
GFW2-SCUSA Posted February 21 Share #4 Posted February 21 I just sent my SL2 to New Jersey because the rear buttons no longer work. I wonder how long it will be before I see it again! If it has to go to Germany, I'll look for it around Christmas. 1 Quote Link to post Share on other sites More sharing options...
Derbyshire Man Posted February 22 Author Share #5 Posted February 22 11 hours ago, BradS said: at present, figure at least six to eight months. 😭😭😭 Quote Link to post Share on other sites More sharing options...
otto.f Posted February 22 Share #6 Posted February 22 11 hours ago, BradS said: at present, figure at least six to eight months. same here Quote Link to post Share on other sites More sharing options...
andybarton Posted February 22 Share #7 Posted February 22 Advertisement (gone after registration) I haven’t even had an estimate for my M240 repairs after 2 1/2 months. Quote Link to post Share on other sites More sharing options...
masjah Posted February 22 Share #8 Posted February 22 1 minute ago, andybarton said: I haven’t even had an estimate for my M240 repairs after 2 1/2 months. I wonder if they have a prioritisation system that is not chronological - for example do they do failures under warranty first, in which case older cameras might have to take a back seat? Just a thought. Quote Link to post Share on other sites More sharing options...
andybarton Posted February 22 Share #9 Posted February 22 Your guess is as good as mine, John. No one knows anything and no one can find out. Dealers have been emasculated by Leica UK, who hold all the cards and complete control of the process. Dealers and especially owners seem to be deliberately kept in the dark As I said in another thread, if I’d known then what I know now, I’d have gone to Wetzlar myself, even if it did mean I’d have to go back again to collect it when it was fixed. As it is now, I know nothing, apart from the fact that it’s probably in Wetzlar. I think I might email CS in Wetzlar on Monday and see if they can tell me what the hell is going on. 3 Quote Link to post Share on other sites More sharing options...
UliWer Posted February 22 Share #10 Posted February 22 Did you try here? http://repair.leica-camera.com/service/repairtracking/ 1 Quote Link to post Share on other sites More sharing options...
andybarton Posted February 22 Share #11 Posted February 22 Thanks but that will only work if you have a Repair Number. They haven’t even acknowledged the camera’s existence yet Quote Link to post Share on other sites More sharing options...
Olaf_ZG Posted February 22 Share #12 Posted February 22 1 hour ago, andybarton said: Thanks but that will only work if you have a Repair Number. They haven’t even acknowledged the camera’s existence yet The only thing that comforts me, but will not comfort you ofcourse, is that moderators are not being privileged. Or maybe Leica simply doesn’t give a thing about this forum (and its users). Quote Link to post Share on other sites More sharing options...
Derbyshire Man Posted February 22 Author Share #13 Posted February 22 (edited) It remains the craziest situation. I don't mind issues/problems but I don mind this. As we've said before, transparency is important. I can make a rational decision about Leica vs specialist, or temporarily buy the same item second hand to resell when the repaired item comes back. Also they desperately need a pre booking system like Skyllaney, ie we'll notify you when your slot is coming up, send it then. Often things aren't completely broken but need some attention. I wish the large UK outfit who sold me the lens had given me the choice of Leica vs specialist. I know what I'd have chosen! Edited February 22 by Derbyshire Man Quote Link to post Share on other sites More sharing options...
Derbyshire Man Posted February 22 Author Share #14 Posted February 22 3 hours ago, andybarton said: Your guess is as good as mine, John. No one knows anything and no one can find out. Dealers have been emasculated by Leica UK, who hold all the cards and complete control of the process. Dealers and especially owners seem to be deliberately kept in the dark As I said in another thread, if I’d known then what I know now, I’d have gone to Wetzlar myself, even if it did mean I’d have to go back again to collect it when it was fixed. As it is now, I know nothing, apart from the fact that it’s probably in Wetzlar. I think I might email CS in Wetzlar on Monday and see if they can tell me what the hell is going on. Yes, I feel the same way. Just the customs situation seems to be an excuse for an additional 6 weeks there and back which is ludicrous, I've managed it myself without delay on international repairs by simply filling out the waybill properly. Quote Link to post Share on other sites More sharing options...
gbpost Posted February 22 Share #15 Posted February 22 I was in Wetzlar at Leica's Customer Care last Thursday and like to share my personal experience. It was a round trip of about 500 km by car and I know I am fortunate to live so close to the mothership and have the time to do such a tour. My Summilux M 35 from 2013 was not as sharp as I expected it after I bought an M11 in January. In comparison with a Zeiss ZM Biogon 35 mm the Summilux was worse at all distances doing pixel peeping. I called the Customer Care about a week ago and made an appointment for last Thursday in the early morning. The person I met was very kind and took the lens with him. After about two hours he called me (I just had breakfast in downtown Wetzlar) and announced that I can pick up the adjusted lens. It is much better now. The person told my that the number of items sent in to repair exploded during covid and so the repair times did as well. They hire more people and do a lot of training now in order to increase staff and reduce the repair times as they are aware of the problem. However, this is not a fast process. I recommend to contact Leica's Customer Care in the old fashioned way by phone instead of using e-mail first. There might be a good chance that the number of options is greater and you get the answer to your questions faster compared to e-mail. Quote Link to post Share on other sites More sharing options...
LocalHero1953 Posted February 22 Share #16 Posted February 22 29 minutes ago, gbpost said: I was in Wetzlar at Leica's Customer Care last Thursday and like to share my personal experience. It was a round trip of about 500 km by car and I know I am fortunate to live so close to the mothership and have the time to do such a tour. My Summilux M 35 from 2013 was not as sharp as I expected it after I bought an M11 in January. In comparison with a Zeiss ZM Biogon 35 mm the Summilux was worse at all distances doing pixel peeping. I called the Customer Care about a week ago and made an appointment for last Thursday in the early morning. The person I met was very kind and took the lens with him. After about two hours he called me (I just had breakfast in downtown Wetzlar) and announced that I can pick up the adjusted lens. It is much better now. The person told my that the number of items sent in to repair exploded during covid and so the repair times did as well. They hire more people and do a lot of training now in order to increase staff and reduce the repair times as they are aware of the problem. However, this is not a fast process. I recommend to contact Leica's Customer Care in the old fashioned way by phone instead of using e-mail first. There might be a good chance that the number of options is greater and you get the answer to your questions faster compared to e-mail. This seriously annoys me (not your fault). Giving priority to someone who walks in rather than using fair queueing that treats everyone the same wherever they live just shouldn't happen. And the extra time required to deal with an ad hoc customer rather than pick up the next job in line is simply inefficient. I'm afraid your post (again not your fault) has simply lowered my opinion of Leica customer care even further. 1 Quote Link to post Share on other sites More sharing options...
elmars Posted February 22 Share #17 Posted February 22 Does anyone have any recent experience of the times? I know that leica is trying to reorganise the service from the ground up. But I don't know how far they are with it. Quote Link to post Share on other sites More sharing options...
EUSe Posted February 22 Share #18 Posted February 22 (edited) vor 13 Minuten schrieb elmars: Does anyone have any recent experience of the times? I know that leica is trying to reorganise the service from the ground up. But I don't know how far they are with it. It may depend on the product and the availability of spare parts. My Q 43 had to have the whole lens unity replaced - I had dropped it on hard ground. It was back after roughly three weeks. Edited February 22 by EUSe 2 Quote Link to post Share on other sites More sharing options...
UliWer Posted February 22 Share #19 Posted February 22 (edited) @ LocalHero1953 Oh please don‘t let sentiments of envy or „injustice“ destroy a reasonable relationship between Leica and their customers. If someone addresses the counter at Customer‘s Care in Wetzlar the item is given to a technician who works in the counter’s background (but you can watch what he does if you like). This person looks at your item and decides if it is a minor fault which he can take care of immediately. If he is sure that he can do it immediately he does so. You wait some time and take your item cured with you, without paying anything. There is no paperwork, handling, storing and shipping involved which from my experience are the most time consuming phases for the repair service. If the „technician in the counter’s background“ decides that he can‘t do it at once it goes into the proper repair department with all bureaucracy involved. No injustice involved and no cause for envy, it is a service which goes on for ages and makes everything easier for Customer Care as well as for the customer. If you don‘t get the item back immediately they will of course ship it to you, you don‘t have to fetch it in Wetzlar. You fill out the forms you also use when you ship the item to Wetzlar and it takes the usual way. They charge you at least 80 € for handling, inspection and shipping. After I read Andy’s main thread about his experience there are many points which I don‘t understand. I don‘t know the reasons for leaving an item to be repaired at a dealer‘s. Leica recommends to send it directly: https://leica-camera.com/en-int/service-support/repair-maintenance . They also don‘t say that it must be sent to Leica U.K. at first. Perhaps the people there do the same as the person in the „counter‘s background“ in Wetzlar and check if they can do some work immediately. Though as the customer isn‘t present they have to registrate the item. It may also be that they charge you for a repair done at Leica U.K. Therefore they’d need an estimation of costs and a confirmation of the repair order signed by the customer. Did you fill out the forms which are requested on the website in your own name or was it done on the dealer’s account? Anyway it‘s astonishing that you (and your dealer?) didn‘t get a repair number from Leica U.K. Now when they sent it to Wetzlar there is customs involved (therefore they request the „Pro Forma Invoice“.) The website says customs will delay the delivery for a week or so. My own experience with items sent from Japan was one day, for a book(!) sent from Britain it was three days. Custom control is a popular excuse for delays caused elsewhere. Let‘s assume one month delay. My personal experience is that it takes a week between delivery at Leica Wetzlar and the mailing of the invoice with an estimation of the repair costs which you have to send back signed. The dates for my last repair in 2023 (when there already were complaints about very long waiting times) were as follows: 23/05/17 arrival at Leica Wetzlar (according to tracking of my shipment). 23/05/24 mail with invoice and estimation of costs with repair number and link to the site, sent back signed by me the same day. Estimation of dates for repair‘s end 23/08/04. 23/07/27 notification that repair was finished and my camera was ready for shipment. It was shipped only one week later. The repair was a misaligned rangefinder, which probably took half an hour for the technician. I wasn‘t charged anything, not even for handling and shipping as they did it on goodwill (I hope this isn‘t another reason for smelling injustice). If you have copies of the papers requested for repairs on the website you might send them to Customer Care at Wetzlar directly and ask for the invoice. If you havn‘t got them your dealer should have anything which you might send. Edited February 22 by UliWer 1 Quote Link to post Share on other sites More sharing options...
andybarton Posted February 23 Share #20 Posted February 23 My dealer is always my first port of call for anything that I want from Leica. He is one of the biggest and best dealers in the UK. I didn’t even consider that I would need to send it to Leica directly, but trust the dealer to handle things on my behalf. Isn’t that what a dealer should do? I am, however, beginning to think that my camera has been lost, so I will contact Wetzlar on Monday and see what they say. I am not sure how I prove that the camera is lost, but I will obviously have to rely on my dealer’s insurance to cover it if that is indeed the case. Quote Link to post Share on other sites More sharing options...
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