PREMIUM PRODUCT BUT NO PREMIUM SERVICE

[JJJS]

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Hi, 

 

I am using a Leica since the 90's. I have a M6, Digilux (1), M8, M240 and are now using the SL2-S. I have also built up a nice collection of Leica lenses. I never had much problems with my gear, but when I did, I was always happy with Leica's services.

I recently bought a  LUX grip. More as a gimmick and for the discount on the Lux app which I was already as a free-trial. When I tried to redeem the offer code, nothing happened to the free remaining days. I tried again and ultimately did a clean install, but continued to get "code already used".

So I got in contact with Leica Austria, which referred me to Leica itself. And now I am struggling for well over a week to get an answer from them, while my free trial has in the meantime expired. 

And this does not stand on its own:

The light meter of my M6 died and when I tried to get it repaired, I found out that Leica no longer produces the print boards. It are very simply print boards, so how much would it cost to produce a batch - as service to existing clients -? Not much. Or to have it reproduced by another party, but that is what Leica definitely does not want. I own an old Mercedes from the 60's, and can still order nearly any part...

The 24-90 of my SL developed soon lens creep. When I contacted Leica, they indicated that I should send it in, but they could not give me any repair time. It would be at least 6-9 months. Silence when I asked how I should shoot in the meantime. Silence when I asked that they could not develop a more sophisticated service system than a cupboard with a first in-first out handling sequence....

And now the lack of response with the Lux problems.

That Leica brings out a grip like this, clearly demonstrates it is all about marketing and exploiting the Leica brand nowadays. I believe it are still high-prized premium niche products, but I see that Leica is clearly cutting down on their service level. Whether this is due to lack of resources or a conscious decision, I do not know. But I am certainly not happy about this and strongly believe a premium product cannot exist without a premium service.

Does anyone share my views?

And if so, should we not articulate this stronger to Leica? I really love their products but hate to see the brand eroded by a service level which is not on par

 

 

 

 

 

 

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