Leica "customer care" New Jersey

[startover]

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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.

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[GFW2-SCUSA]

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. 

[stuny]

I hope startover's experience is uncommon, and rectified.  i too have had excellent response and experience with Leica - NJ, especially with Kathy Carbone.

[startover]

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.

[Luke_Miller]

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.

[TomB_tx]

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...

[algrove]

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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.

 

[startover]

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.

 

[stuny]

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.

[startover]

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.

[Jeff S]

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.

[jaapv]

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.

[o2mpx]

Thought I add a recent positive experience to this thread about Leica New Jersey:

Traded for a SL3 body at MPB and upon the first trip outing, noticed the top function button of the pair of vertical function buttons between the lens mount and to the left of the grip seemed to pop up higher than the normal resting position, and seemed to go through an intermediate stop and a clicking sound before activating the button when pressed. 

Sent into Leica New Jersey, got receipt acknowledged on Sep 2nd, estimate came a day later on Sep 3rd, repair was completed on the 24th and shipped on 25th via 2 day and camera received on 29th. 

Recognizing good communication from Kelly Kozubal, Beth Frost, Jonghwan Sung and Linda Mancuso with each update along the process. 

Besides replacing the button, pleasantly surprised to find additional work was performed:

Replaced front fpc
 - Repalced front plate
 - Adjusted sensor alignment
 - Checked firmware
 - Cleaned sensor dust
 - Replaced leatherettes
normal traces of use
Synthetic leather, back, SL3, black
Synthetic leather, Handgriff, SL3
Synthetic leather, front right, SL3
Synthetic leather, front left, SL3
Front cover
FPC, FN-Taste
Sealing, Frontcase

As camera was registered with Leica after purchasing from MPB, got warranty extension so no charge to repair. Presumably since it has an earlier serial number 595xxxx, perhaps the last owner incurred more wear to the wrap.

Noticed a small patch of paint rubbed off along the top/side hard edge between the left lug and the left knob, but frankly could have been there before. The top function button doesn’t have the plasticky clicking sound when pressed, but interestingly still seems to go through a stop before hitting the bottom of the button; the bottom button is direct, firmer and when pressed, just goes straight to the stop. 

Overall, very satisfied with the experience. 

[pgh]

I think I've pulled no punches about my disappointment with many facets of Leica over time.

That said, other than repair times, which are still problematic for a professional (or anyone but the most intermittent hobbyist) - I have been pleased with the service and communication from Leica in NJ actually. 

It's worth noting also that repair times have been reduced by about half in my experience - so reduced, and I recognize it, but still not where it should be. In my mind, professionals should be able to get their camera back in hand after shipping within a matter of weeks, and certainly under a month, for all except the most extensive repairs needed. Things like CLAs, RF calibrations and other run of the mill repairs should be back in hand in under two weeks.

I've had to send in an M10M and an M10D this year.

Edited Tuesday at 03:31 PM by pgh