R10dreamer Posted May 28, 2009 Share #1 Posted May 28, 2009 Advertisement (gone after registration) I was on the phone this morning with Leica, talking to them about the problems I am having with the R8 they have in their shop to repair. I faxed the signed order to them but their fax machine cut off the last digits of my credit card, which they needed. The entire conversation took no more than 3 minutes. After giving them the number I wanted to tell them how much I loved Leica equipment (I have never talked to anyone from Leica on the phone or in person before) so I asked her if I could say just one more thing before we got off. Her answer was a short and simple, "No". I kinda laughed and said "excuse me, I just wanted to tell you how much I love using Leica equipment". She said "thank you" and hung up. I got off of the phone and laughed at first because it was very odd, but then, as it settled in, I had a bit of a problem with it. I have spent many many thousands of dollars on Leica stuff. That wasn't really good pr for them and it left a bit of a bad taste in my mouth. http://www.garydwhalen.com Link to post Share on other sites More sharing options...
Advertisement Posted May 28, 2009 Posted May 28, 2009 Hi R10dreamer, Take a look here Funny story - kind of. I'm sure you'll find what you were looking for!
mgcd Posted May 28, 2009 Share #2 Posted May 28, 2009 It was definitely extremely rude on her part. Not impressed. Link to post Share on other sites More sharing options...
jaapv Posted May 28, 2009 Share #3 Posted May 28, 2009 They should take civilty lessons in Solms. I always have friendly conversations whenever I talk to somebody there, up to and including the weather... Link to post Share on other sites More sharing options...
stevelap Posted May 28, 2009 Share #4 Posted May 28, 2009 They should take civilty lessons in Solms. I always have friendly conversations whenever I talk to somebody there, up to and including the weather... Yes, no excuse for brusqueness. Presumably Gary was talking to Leica New Jersey? Can't help but think that this should have gone in the Customer forum though. Link to post Share on other sites More sharing options...
paulmoore Posted May 28, 2009 Share #5 Posted May 28, 2009 I think I talked to that gal last month in NJ reminded me of the saturday night live skit where no matter what you ordered you got a cheezbugga cheeps..and no pepsi, coke! Link to post Share on other sites More sharing options...
boilerdoc Posted May 28, 2009 Share #6 Posted May 28, 2009 I try and reach Silvia when I call....she's a peach. Wonder if Christian is watching these posts....Might be worth moving to the Customer Forum which he probably watches closer. Steve Link to post Share on other sites More sharing options...
sdai Posted May 28, 2009 Share #7 Posted May 28, 2009 Advertisement (gone after registration) I've never dealt with anyone from Leica USA (because I bought most of my stuff from Japan and/or HK) but I remember that when I had some questions regarding my DMR, how I was getting responses from 4 different persons in Solms who were all eager to offer some kind of help, it was like chatting with your buddy on email, you hit the send button and get a reply in 5 minutes, that kind of feeling really makes you think that your money is worth it. Link to post Share on other sites More sharing options...
R10dreamer Posted May 28, 2009 Author Share #8 Posted May 28, 2009 No, this was Solms and I made the call so I was paying for the call. I am ok with it now. Everyone has a bad day and maybe she just got off of the phone with someone that was giving her an unnecessary hard time. It was rude but everyone has bad days. PS. I didn't post this to cause anyone trouble. As I said I was initially amused. So if you want to delete this or move it, it is fine with me. Link to post Share on other sites More sharing options...
jaapv Posted May 28, 2009 Share #9 Posted May 28, 2009 Very untypical in that case. You must have gotten the Azubi who still needed a heap of Ausbildung... Link to post Share on other sites More sharing options...
marknorton Posted May 29, 2009 Share #10 Posted May 29, 2009 I enjoy doing business in Germany - Germans are unfailingly polite and there's a formality which is refreshing compared to the instant first-name terms in the US and UK. Keep in mind you were probably talking to her in a foreign language. Perhaps you should have shown her the courtesy of speaking in German instead of presuming she was fluent in English and could fathom every nuance of your (my presumption now) southern drawl? Link to post Share on other sites More sharing options...
fotografr Posted May 29, 2009 Share #11 Posted May 29, 2009 I enjoy doing business in Germany - Germans are unfailingly polite and there's a formality which is refreshing compared to the instant first-name terms in the US and UK. Keep in mind you were probably talking to her in a foreign language. Perhaps you should have shown her the courtesy of speaking in German instead of presuming she was fluent in English and could fathom every nuance of your (my presumption now) southern drawl? Any company that wants to do business globally today better be certain their customer contact employees are fluent in English. That is the only universal language at this time, like it or not. I'm not being ethnocentric, just realistic. Link to post Share on other sites More sharing options...
Jeff S Posted May 29, 2009 Share #12 Posted May 29, 2009 I enjoy doing business in Germany - Germans are unfailingly polite and there's a formality which is refreshing compared to the instant first-name terms in the US and UK. Keep in mind you were probably talking to her in a foreign language. Perhaps you should have shown her the courtesy of speaking in German instead of presuming she was fluent in English and could fathom every nuance of your (my presumption now) southern drawl? FWIW, I had recent occasion to speak to someone at Leica NJ, and she was extremely courteous (and refused to use my first name...always Mr.), and as important, cut through a lot of red tape and resolved issues quickly even when the dealer tried but could not. Her goal was clearly to please the customer. She's my new contact:D Sorry to hear about the OP issues...my experience was fortunately the opposite. Jeff Link to post Share on other sites More sharing options...
Marty Posted May 29, 2009 Share #13 Posted May 29, 2009 There is a distinct lack of (customer) service in all of Europe. Always was and I don't see it changing. You should be grateful to be allowed to spend your money here. Link to post Share on other sites More sharing options...
farnz Posted May 29, 2009 Share #14 Posted May 29, 2009 There is a distinct lack of (customer) service in all of Europe. Always was and I don't see it changing. ... Well I'm glad you didn't decide to generalise ... Pete. Link to post Share on other sites More sharing options...
cocker Posted May 29, 2009 Share #15 Posted May 29, 2009 There is a distinct lack of (customer) service in all of Europe. Always was and I don't see it changing. You should be grateful to be allowed to spend your money here. I wonder what that is your experience and not mine? Link to post Share on other sites More sharing options...
marknorton Posted May 30, 2009 Share #16 Posted May 30, 2009 Any company that wants to do business globally today better be certain their customer contact employees are fluent in English. That is the only universal language at this time, like it or not. I'm not being ethnocentric, just realistic. Well, the indications are that she could speak English well enough to complete the business at hand but misundestood Gary's rambling declaration of affection for all things Leica. Mind you, he would likely have got short shrift here in the UK where "before we get off" has an entirely different meaning... If you can't be bothered to speak their language, it still pays to use simple language free of slang and colloquialisms to avoid confusion and, if you're a native of North Carolina, offence. I spent a year working in Research Triangle Park once and I often didn't understand what on earth they were were saying... Link to post Share on other sites More sharing options...
stuny Posted May 30, 2009 Share #17 Posted May 30, 2009 My experiences with Leica in New Jersey matche's Jeff - Always friendly, helpful, respectful; on the phone or in person. Link to post Share on other sites More sharing options...
Marty Posted May 30, 2009 Share #18 Posted May 30, 2009 Well I'm glad you didn't decide to generalise ... I wonder what that is your experience and not mine? We have some non-believers here Note I am not talking about any particular company. People on this continent really need to learn some business practices from our American friends. Wherever I go, whether it is to buy a drink, clothes or accommodation, staff simply seem not eager at all to make me feel like the king I am supposed to be. Once a transaction is complete that is the end of the interaction with the seller. Over the pond at least you get a smile with that, and after sales is pretty much standard. Just has to be said. Link to post Share on other sites More sharing options...
giordano Posted May 30, 2009 Share #19 Posted May 30, 2009 Wherever I go, whether it is to buy a drink, clothes or accommodation, staff simply seem not eager at all to make me feel like the king I am supposed to be. We learnt decades ago that it doesn't pay to pander to megalomania.:eek: Link to post Share on other sites More sharing options...
mhoersch Posted May 30, 2009 Share #20 Posted May 30, 2009 It might have helped if the OP had added "the line" when he wanted to get off... I have to admit that not all is always well with Customer Service at Solms, but in my experience, whenever I talked to anyone there they were extremely friendly and eager to help and please. Link to post Share on other sites More sharing options...
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