startover Posted April 16 Share #1 Posted April 16 Advertisement (gone after registration) I’m having a rough experience with the NJ team—poor communication, shifting policies, lack of internal coordination, and now a repair I waited months for that wasn’t done properly. The quality of care I once received, especially from Kathy Carbone, was what encouraged me to invest more in Leica products. Now I feel like I need to treat my gear with extra caution just to avoid dealing with the so-called ‘customer care’ team in NJ. Quote Link to post Share on other sites More sharing options...
Advertisement Posted April 16 Posted April 16 Hi startover, Take a look here Leica "customer care" New Jersey. I'm sure you'll find what you were looking for!
GFW2-SCUSA Posted April 17 Share #2 Posted April 17 Not to make light of Startover's plight, but I have just had the opposite experience with Leica NJ. I sent my SL2 to them becasue the three buttons on the rear no longer worked (odd considering I don't use the camera that much). Communication was brief, but adaquate and the charge was... Leica size.. but it came back to me yesterday after only 5 weeks good as new. What seems a problem with Leica repair is it's very uneven in terms of communication and turn around. Quote Link to post Share on other sites More sharing options...
stuny Posted April 17 Share #3 Posted April 17 I hope startover's experience is uncommon, and rectified. i too have had excellent response and experience with Leica - NJ, especially with Kathy Carbone. Quote Link to post Share on other sites More sharing options...
startover Posted April 17 Author Share #4 Posted April 17 I believe Kathy Carbone from Leica, NJ retired. She was amazing. Perhaps I should not just have infinite patience (we all do when dealing with Leica repairs) but also forgiveness when the repairs are not done right and the tone of communications is no longer as friendly as before. Quote Link to post Share on other sites More sharing options...
Luke_Miller Posted April 17 Share #5 Posted April 17 I've had both good and bad experiences with NJ. Fortunately, the bad experience occurred with an M I had purchased from a Leica dealer. Once I got the dealer involved it was quickly resolved. Quote Link to post Share on other sites More sharing options...
TomB_tx Posted April 17 Share #6 Posted April 17 3 hours ago, Luke_Miller said: I've had both good and bad experiences with NJ. Fortunately, the bad experience occurred with an M I had purchased from a Leica dealer. Once I got the dealer involved it was quickly resolved. Likewise, but after a bad experience with my LeicaflexSL around 1980 I quit using them until they replaced my M9 sensor for free - great experience, Also around 1970 I sent them my uncle's IIIc, and it came back on schedule an like new. At my age I hope not to need them for service again... Quote Link to post Share on other sites More sharing options...
algrove Posted April 19 Share #7 Posted April 19 Advertisement (gone after registration) Leica NJ has not changed much from my experiences since the M9. A long term Leica friend suggested since it was so bad that 2 M bodies might be the answer so that you always had one in working condition. I followed that suggestion to this day. Sadly that is the price for getting into M gear. I have toyed with small camera setups like the Fuji XT series, but always gravitate back to the Leica M. I just prefer its haptics and of course FF sensors. OP sorry to hear not much has changed. Quote Link to post Share on other sites More sharing options...
startover Posted April 20 Author Share #8 Posted April 20 I’d understand a delay of over three months if the camera had been shipped to Wetzlar. But for a straightforward local repair to take that long, be mishandled, and then be followed by poor communication—something clearly isn’t working. Quote Link to post Share on other sites More sharing options...
stuny Posted April 20 Share #9 Posted April 20 Leica NJ is unable to perform a lot of the repairs and sends the cameras to Germany. That has been my experience with an R8, a DMR, an R zoom lens and a Q. Once, though, a Leica NJ tech was able to solve my problem within a half hour. Most of that time was waiting for his availability. Quote Link to post Share on other sites More sharing options...
startover Posted April 20 Author Share #10 Posted April 20 4 hours ago, stuny said: Leica NJ is unable to perform a lot of the repairs and sends the cameras to Germany. That has been my experience with an R8, a DMR, an R zoom lens and a Q. Once, though, a Leica NJ tech was able to solve my problem within a half hour. Most of that time was waiting for his availability. My camera was serviced locally, but the issue wasn’t fixed correctly—even after a wait of over three months. Mistakes happen, but unfriendly customer care only makes things worse. Quote Link to post Share on other sites More sharing options...
Jeff S Posted April 20 Share #11 Posted April 20 My experience was mixed for my relatively few encounters with NJ, after which I switched to using DAG (Don Goldberg) for several repairs that he could handle instead. Quicker, less expensive, and better results. Unfortunately, others have since learned to switch, so availability is tighter. Quote Link to post Share on other sites More sharing options...
jaapv Posted April 20 Share #12 Posted April 20 I understand that Leica USA has recently been upgraded to full service capability and the need to send to Germany has been reduced - mainly to minimize pressure on CS Wetzlar. It might be that Startover's bad experience is due to initial organizational problems. Early days. Quote Link to post Share on other sites More sharing options...
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