I did not order an M9 today

[rdubois]

Advertisement (gone after registration)

Nor am I going to! In fact I'm pretty fed up with Leica at the moment; not just because my M8 had to go back to Solms for the 4th time in less than 2 years (one visit was for the upgrade) but because it appears to be impossible to communicate with them. First I tried to email their service department: no reply, then I tried to phone throughout the day and the service number was continually engaged; from first thing in the morning to closing time, I also phoned their main number and was queued on their phone system for over 20 minutes listening to their message which said that my call was important or some such nonsense then gave up.

 

I'm not a professional photographer but need a strong, reliable, relatively compact, high quality camera for my work. I'm travelling next week and absolutely need the camera and had advised them of this requirement prior to sending it in for repair.

 

The M8, when it works fits the bill but its reliability and Leica backup support leaves much to be desired and I've lost trust in it being a reliable work tool.

 

So, as I see things this evening (and perhaps that will change after I've calmed down), if I can find a suitable alternative I shall move on.

 

Why am I writing this? Because I hope Leica reads it and takes note!

 

End of rant.

 

Dubois

[wilfredo]

Are you sending your camera to Solms? If so, follow the advice of ArtZ, make friends with someone there, send them flowers and you will always be treated well. Thankfully I have never had problems with the folks in Allendale, N.J. Your experience doesn't speak well for Leica.

[haroldp]

I have also had positive experiences with Leica NJ.

[rdubois]

Yes it is in Solms and if I'd been able to get through to someone I might even have sent flowers!

 

Thing is that the M8 has no competition and Leica is acting as if they know that. If I could find a replacement with more or less the same specs I'd switch immediately. Alas, although there is choice it doesn't quite fill the specs of my requirements. But I'm re-assessing the situation in view of this latest malfunction and poor service and it may just be that I have to compromise and chose a higher end specced Nikon or Canon.

 

Dubois

[A_E_Darling]

Yes it is in Solms and if I'd been able to get through to someone I might even have sent flowers!

 

Thing is that the M8 has no competition and Leica is acting as if they know that. If I could find a replacement with more or less the same specs I'd switch immediately. Alas, although there is choice it doesn't quite fill the specs of my requirements. But I'm re-assessing the situation in view of this latest malfunction and poor service and it may just be that I have to compromise and chose a higher end specced Nikon or Canon.

 

Dubois

 

It's no M8 but you may be pleasantly surprised by a Powershot G11 for use whilst you wait.

 

Obviously based on the compact, solid rangefinder style body of classic Leicas. But smaller than the CL. The only practical shortcoming is the lack of real wide angle capability. The price is stunningly low for the quality offered.

[okram]

I have the SAME experience with my M8, and the camera is now working fine for more than 6 months in a row for the first time in more than two years.(knock on wood)

(The only difference is that I AM a pro photographer.)

 

 

But,

 

 

 

I cant wait for M9, because I think that it will be a solid and reliable as we expect from Leica..(knock on wood).

 

I am thinking lately that Leica should offer a special discount to M8 owners based on the repairs they have done- like 10% off for every repair...that would be a gesture.

[rdubois]

Advertisement (gone after registration)

[quote=okram;1010161

I am thinking lately that Leica should offer a special discount to M8 owners based on the repairs they have done- like 10% off for every repair...that would be a gesture.

 

So I get 40% off a new M9? :)

 

Dubois

[okram]

No, one was upgrade.

30% like me.

Then add taxes.

[adli]

I am thinking lately that Leica should offer a special discount to M8 owners based on the repairs they have done- like 10% off for every repair...that would be a gesture.

 

I'd rather have them return an M9 as a replacement for my M8

[rdubois]

I'd rather have them return an M9 as a replacement for my M8

 

Tha would be nice However my confidence the M8 as a camera and Leica as a serious service backup provider has taken a beating although I did manage to get through to them this morning with an estimate that it will be sent back early next week unfortunately too late for two important meetings.

 

I know many people here have often suggested that a backup body is essential however I take less than 4000 frames per year for work and a second backup body should be completely unnecessary.

 

Unless I have a Friday model and my problems are relatively unique I wonder whether this camera is too delicate.

 

Dubois

[hoppyman]

Better to send your rant to Leica if your purpose is to have them read it.

I found their customer service people to be very responsive and helpful to my emails. I've had answers back within a couple of hours.

Ask yourself how you might react if you received mail from someone saying they are fed up and communication with you is impossible. I am always courteous, the way I like to be treated.

Three people I've recently recommended speak with them also got answers within a day. Those people are in Spain and California.

Take into consideration that, if you are emailing in English your messages need to be passed to someone who can translate.

My experience was that Customer service upgraded my M8 for next business day, charged me no express fees for that extra service as I was visiting from overseas and then checked, adjusted, serviced and couriered (to Australia) two of my lens for me at no cost to me at all. I have never had a single problem with my camera and I certainly will be ordering an M9.

Nor am I going to! In fact I'm pretty fed up with Leica at the moment; not just because my M8 had to go back to Solms for the 4th time in less than 2 years (one visit was for the upgrade) but because it appears to be impossible to communicate with them. First I tried to email their service department: no reply, then I tried to phone throughout the day and the service number was continually engaged; from first thing in the morning to closing time, I also phoned their main number and was queued on their phone system for over 20 minutes listening to their message which said that my call was important or some such nonsense then gave up.

 

I'm not a professional photographer but need a strong, reliable, relatively compact, high quality camera for my work. I'm travelling next week and absolutely need the camera and had advised them of this requirement prior to sending it in for repair.

 

The M8, when it works fits the bill but its reliability and Leica backup support leaves much to be desired and I've lost trust in it being a reliable work tool.

 

So, as I see things this evening (and perhaps that will change after I've calmed down), if I can find a suitable alternative I shall move on.

 

Why am I writing this? Because I hope Leica reads it and takes note!

 

End of rant.

 

Dubois

[Steve Pope]

It's no M8 but you may be pleasantly surprised by a Powershot G11 for use whilst you wait. The price is stunningly low for the quality offered.

I know exactly what you mean as regards a budget Leica-like design and build quality. But I think it's equally true to say that, up till now at least, the G series IQ is stunningly low for the size of the form factor - they're actually quite big cameras, yet there's nothing much in there that the matchbox-sized IXUS 100 doesn't have. Definitely better than going without, and it does have some handling similarities, but speaking from personal experience it makes a disappointing compensation during the M8's absence.

 

[Apologies for the shark attack - how unfortunate that the Great White decided to pounce just at the moment the shutter was pressed]

Welcome, dear visitor! As registered member you'd see an image here…

Simply register for free here – We are always happy to welcome new members!

[rdubois]

Better to send your rant to Leica if your purpose is to have them read it.

I found their customer service people to be very responsive and helpful to my emails. I've had answers back within a couple of hours.

Ask yourself how you might react if you received mail from someone saying they are fed up and communication with you is impossible. I am always courteous, the way I like to be treated.

Three people I've recently recommended speak with them also got answers within a day. Those people are in Spain and California.

Take into consideration that, if you are emailing in English your messages need to be passed to someone who can translate.

My experience was that Customer service upgraded my M8 for next business day, charged me no express fees for that extra service as I was visiting from overseas and then checked, adjusted, serviced and couriered (to Australia) two of my lens for me at no cost to me at all. I have never had a single problem with my camera and I certainly will be ordering an M9.

 

Well I'm happy for you that your experience was so good. This is certainly not the case this time.

 

As to how I deal with suppliers: I wasn't really after a lesson from you. If you'd read my mail you'd find that I tried to contact customer services by email and telephone. Customer services was engaged ALL DAY (I must have tried twice an hour during their whole business day) , their main line put me in a queueing system for 20 minutes and my email still remains unsanswered. In my book this makes Leica an unreliable supplier.

 

As far as posting on an open forum: I think it is important to report good and bad experiences so that others might be kept informed. Certainly when a company is about to launch a product aimed at the professional market (S2) it might be as well to learn about poor service experience prior to entrusting their business to Leica.

 

Dubois

[Guest BigSplash]

Better to send your rant to Leica if your purpose is to have them read it.

I found their customer service people to be very responsive and helpful to my emails. I've had answers back within a couple of hours.

Ask yourself how you might react if you received mail from someone saying they are fed up and communication with you is impossible. I am always courteous, the way I like to be treated.

Three people I've recently recommended speak with them also got answers within a day. Those people are in Spain and California.

Take into consideration that, if you are emailing in English your messages need to be passed to someone who can translate.

My experience was that Customer service upgraded my M8 for next business day, charged me no express fees for that extra service as I was visiting from overseas and then checked, adjusted, serviced and couriered (to Australia) two of my lens for me at no cost to me at all. I have never had a single problem with my camera and I certainly will be ordering an M9.

 

Geoff this is a very informative thread on how to deal properly with after sales at Solms.

You are absoultely correct of course and the 4 attempts (sorry 3 plus a software download) cannot be in anyway attributed to Leica after sales.

 

Dubois do you think that it is reasonable to expect reliability and perfect setup on a £4000 camera body? Do you not accept that if it goes wrong that fixing it takes 4 attempts. You are wrong.

 

As pointed out the problem could so easily have been avoided if only you had sent flowers, used the email and established a personal contact with someone at Solms...The fact that you did not do this and the consequential saga afterwards is clearly your fault.

 

I also take Geoff's point that you should be more patient and courteous as you may upset people whose job it is to be client focussed and provide a service to you the customer. I think we should all learn from this.

 

I have found that most repairs in my experience at Solms take an average of 6 months but then I have also not sent flowers. I intend to learn from this and hopefully will as a client become more orientated towards improving my personal contacts at Solms as it clearly works.

 

The average time for a repair according to the responsible director is less than a week and apparently there is an express service for Pros. Geoff has enjoyed this fast service and has not been charged for it. Jaapv also has told us that he has had express service on recallibrating his lenses and was apparently also not charged...so it really is clearly down to who at Solms you know and have built a relationship with.

 

I think we all need to learn that the well oiled after sales machine at Solms is performing very well and any critique is both unaccesptable and in any case unfair. These guys will pull out the stops to look after very old kit and we should be grateful. They will do this but the onus is of course on we clients to make the effort to build the relationship.

[hoppyman]

Frank your sarcasm and emotive opinion is again unwelcome. I stated only the facts of my own dealings and those of 3 others. I used nothing more than common respect and courtesy in my dealings with Leica. Exactly as I expect to be treated.

I have reported your post, again.

Geoff this is a very informative thread on how to deal properly with after sales at Solms.

You are absoultely correct of course and the 4 attempts (sorry 3 plus a software download) cannot be in anyway attributed to Leica after sales.

 

Dubois do you think that it is reasonable to expect reliability and perfect setup on a £4000 camera body? Do you not accept that if it goes wrong that fixing it takes 4 attempts. You are wrong.

 

As pointed out the problem could so easily have been avoided if only you had sent flowers, used the email and established a personal contact with someone at Solms...The fact that you did not do this and the consequential saga afterwards is clearly your fault.

 

I also take Geoff's point that you should be more patient and courteous as you may upset people whose job it is to be client focussed and provide a service to you the customer. I think we should all learn from this.

 

I have found that most repairs in my experience at Solms take an average of 6 months but then I have also not sent flowers. I intend to learn from this and hopefully will as a client become more orientated towards improving my personal contacts at Solms as it clearly works.

 

The average time for a repair according to the responsible director is less than a week and apparently there is an express service for Pros. Geoff has enjoyed this fast service and has not been charged for it. Jaapv also has told us that he has had express service on recallibrating his lenses and was apparently also not charged...so it really is clearly down to who at Solms you know and have built a relationship with.

 

I think we all need to learn that the well oiled after sales machine at Solms is performing very well and any critique is both unaccesptable and in any case unfair. These guys will pull out the stops to look after very old kit and we should be grateful. They will do this but the onus is of course on we clients to make the effort to build the relationship.

[rdubois]

Geoff this is a very informative thread on how to deal properly with after sales at Solms.

You are absoultely correct of course and the 4 attempts (sorry 3 plus a software download) cannot be in anyway attributed to Leica after sales.

 

Dubois do you think that it is reasonable to expect reliability and perfect setup on a £4000 camera body? Do you not accept that if it goes wrong that fixing it takes 4 attempts. You are wrong.

 

As pointed out the problem could so easily have been avoided if only you had sent flowers, used the email and established a personal contact with someone at Solms...The fact that you did not do this and the consequential saga afterwards is clearly your fault.

 

I also take Geoff's point that you should be more patient and courteous as you may upset people whose job it is to be client focussed and provide a service to you the customer. I think we should all learn from this.

 

I have found that most repairs in my experience at Solms take an average of 6 months but then I have also not sent flowers. I intend to learn from this and hopefully will as a client become more orientated towards improving my personal contacts at Solms as it clearly works.

 

The average time for a repair according to the responsible director is less than a week and apparently there is an express service for Pros. Geoff has enjoyed this fast service and has not been charged for it. Jaapv also has told us that he has had express service on recallibrating his lenses and was apparently also not charged...so it really is clearly down to who at Solms you know and have built a relationship with.

 

I think we all need to learn that the well oiled after sales machine at Solms is performing very well and any critique is both unaccesptable and in any case unfair. These guys will pull out the stops to look after very old kit and we should be grateful. They will do this but the onus is of course on we clients to make the effort to build the relationship.

 

Frank

 

I hope I correctly detect irony in your message.

 

In response to those who suggest that I should be building up a relationship with customer services or sending them flowers: Of course it might work but the concept is bollocks and whereas it might be an incredibly nice thing to do it should be completely unnecessary when dealing with a reputable company.

 

Dubois

[hoppyman]

Dubois, this is from your post

"Why am I writing this? Because I hope Leica reads it and takes note!

End of rant."

That's why I suggested you send your rant to Leica rather than the forum

 

I'm sorry that you have had a bad experience. I was describing mine that was very different. This being an open forum we can each post our own comments and opinions. Balance is needed.

The later comments (not from you) regarding 'flowers' and special relationships are foolish and wrong.

 

 

Dubois

Well I'm happy for you that your experience was so good. This is certainly not the case this time.

 

As to how I deal with suppliers: I wasn't really after a lesson from you. If you'd read my mail you'd find that I tried to contact customer services by email and telephone. Customer services was engaged ALL DAY (I must have tried twice an hour during their whole business day) , their main line put me in a queueing system for 20 minutes and my email still remains unsanswered. In my book this makes Leica an unreliable supplier.

 

As far as posting on an open forum: I think it is important to report good and bad experiences so that others might be kept informed. Certainly when a company is about to launch a product aimed at the professional market (S2) it might be as well to learn about poor service experience prior to entrusting their business to Leica.

 

Dubois

[rdubois]

 

This being an open forum we can each post our own comments and opinions. Balance is needed.

 

Hoppyman,

 

One hundred ercent agreed and I know that others have had no camera failures or very good service. That, perversely, has not made my experience more pleasant. But perhaps it's because I'm grumpy that I'll have to use a very old Canon for my next week's meetings.

 

Have a great week-end!

 

Dubois

[erl]

Real world experiences are just that. What happens, happens. Leica are not alone for long service, unanswered phones, recorded messages telling you how important you are........ etc. It is COMMON business practice and if you were unaware of it you are on Mars!

 

None of that is about to change, so cover yourself for the inevitable. Do you have backup for your computer HD? If not, it's your fault. Do you have backup for your camera? If not, it's your fault. Can you expect a service facility to anticipate your urgency? No. Can they help you when you neglect to cover your own arse? Sometimes yes. But if you become belligerent, why should they? Over many years I have had a number of gear failures (many brands) and been well looked after in the main if I didn't have a backup. Usually a particular lens and the like, but also including bodies. I know for a fact it was only because I am ALWAYS courteous and respectful to and about those service people.

 

Frankly ( ), some of the rants I read here make my hair curl and I would not entertain going out of my way for the author(s). If you are unhappy about service, back track and look your self in the mirror. Also ask is it REALLY worse than offered generally anywhere today. If you are still dissatisfied after that examination you probaly made a wrong decision in the past and should now move on.

[Advertisement]

Hallo,

Look here: Leica M

[Nicoleica]

I must admit that despite my great disappointment that my sensor failed twice in less than 6 months, Leica customer service have been very responsive. When my sensor went into Jackson Pollock mode again earlier this month, Leice responded to my email within 24 hours, and immediately arranged for my camera to be collected. I had mentioned that I was going on holiday at the end of the month, and my camera was returned within 2 weeks. It even came back in a brand new box, complete with an outer carton bearing the same serial number. I have no special relationship with anyone at Leica either.

 

I hope that your repair will be dealt with as promptly, and that it will be to your complete satisfaction.