Does Leica really care about their customers?

[chuck_bass]

<p>Recently, I have experienced an extremely frustrating repair and communication with Leica NJ and it is the first time, and only time that I feel disappointed of being a Leica user. </p>

<p>I have been a royal Leica customer who owns, or has owned most of the M cameras and lenses since 1999. As a M9 owner, it is highly likely you would encounter the CCD corrosion problem and to get it repaired, apparently I was not the lucky one so I sent it out to NJ for repair last year. As you all know, the wait time was such a pain that challenges how long a photographer can live without his gear. Finally I received it around the beginning of the last December. I was so thrilled to receive the gear, even though at the time I almost forgot that this camera was ever mine. However, the excitement didn't last long. When I inspected the camera, I noticed some visible particles inside the viewfinder, which were not there when I sent it out. They look like oil residue siting on different layers of the viewfinder glass. The stain-looking particles reflect white to clear color when observe under the bright light. Visible dust can be seen as well. I was really surprised when finding the issue since the camera should have been overhauled and functions as new based on other owners' experience. </p>

<p>Therefore, I sent it back to them immediately the next day, I even didn't bother inserting the battery and testing the camera, in other words, I literally just took it out and put it back in the box. As expected, it was another long wait and numerous back-and-forth communications as if I lost the camera. Now it is 2017, I am still without the camera even thought the goodwill warranty has started. I called them multiple times trying to follow up but every time I had to repeat the story even for the same customer support who answered the call previously. It is even harder to try to talk with the customer support who knew the whole case. They will never call back even they promised. Finally I received their email regarding the repair estimate few days ago, which is $990 plus tax. The given reason is that the stains are moisture spots and cannot be cleaned off, therefore the rangefinder needs to be replaced. The camera was clean when sent out, how did the rangefinder get contaminated? As a photographer who has both vintage and new era cameras, both digital and film cameras, I clearly know what a moisture spot looks like and how hard it takes to clean the rangefinder. I have always babied my gears and put them in a dry box, which is impossible the gears would have moisture issues. Plus, the M9 was barely used and has only approx 1000 shutter counts without even one scratch on the body. </p>

<p>Now the question is, why should customers should be responsible for other people's mistake when they have done nothing wrong? The manager talked to me like, yea, we screwed your camera, but it's ok, you are the one will be paying. I sent the camera out to get it repaired, not to create a new issue, this is how a normal human being with sanity thinks. Their technician broke my camera, but I either need to pay $1000 to get it fixed, or leave it. What kind of company is this? The most hilarious part was, at the end of the call, the manager told me they issue was detected when it was initially received. What a good lier! What didn't you spot it out in the assessment sheet? Instead of taking the responsibility and doing what they were supposed to do, they chose to pass the buck. Even a startup would not do this. I used to be proud of being a Leica user, but now, not any more. Leica should have made their user proud of using their products and choosing the brand, but not they failed on doing those. Yes, I am just a normal customer, but does it mean I don't deserve a high quality customer service? I don't know what to do right now. Truly.</p>

[Dieter Schaefer]

<blockquote>

<p>I don't know what to do right now.</p>

</blockquote>

<p>Contact Leica in Germany. That's at least what I would do.</p>

[Wouter Willemse]

<p>As Dieter said, or otherwise start with the Leica sales offices in the US; also won't hurt getting some legal advice, as in many countries (but I'm not in the US, so not sure) they'd have to be able to deliver some proof that the stains were there when your camera initially arrived. I imagine also in the US the principle ought to be that as a customer, you're innocent until proven otherwise, rather than what they do now.</p>

[Greg M]

<p>Posting this one place wasn't enough?</p>

<p>http://www.l-camera-forum.com/topic/268397-does-leica-really-value-their-customers/</p>

[Richard Williams]

<p>If I had received this standard of service, I would have posted it on RFF and DPreview too.</p>

[Robin Smith]

<p>It's bad. I agree: contact Germany and make sure you turn up the outrage (not that you need to). I sympathize.</p>

[dcstep]

<p>This is not gloating, just a bit of information for those that depend on their gear.</p>

<p>Canon Professional Services in the USA really supports owners with really fast turn-around and competent repair. CPS is an extra cost service. You don't have to prove that you're a "professional" to sign up, but you need to own a minimum amount of equipment to join. They have a points system. If you qualify, it's well worth the small investment.</p>

<p>I have a friend in Germany that had to send his M9 in for repair and that took several weeks. He is happy with his repair, but it would not have taken so long with CPS.</p>

<p>If you've got plenty of back-up bodies, it may not be a big deal. For me, I need fast turn-around.</p>

[rossb]

<p>I had a Chrysler like that once. After a while of dumping money into it I just cut my losses and bought a Subaru. I just wished I would have bailed out sooner. </p>

[bob___10]

<p>Try the Leica USA Facebook page.</p>

 

[Bill Blackwell Images]

<p>My own experience with dealing with Leica service goes back more than 30-years; it has generally been positive. However, the best Leica service experience has come through my Leica dealer, Tony Rose at Popflash.Photo. If I have a warranty (or service) problem with my Leica, I contact Tony and he runs interference - no more problem (he handles it). ... </p>

<p>I trust your dealer would do the same. </p>