A very poor warranty experience with Leica

I was surprised when a new 75/2.5 from Tony Rose turned up with a loose front part and odd behaviour of the aperture ring. I quick email and a new one was dispatched.

I think the OP's problem had something to do with the extreme shortage of a popular lens.

To the poster above waiting for a new VW, I hope yours doesn't have a sunroof, as the service staff have much difficulty with fixing leaks.
 
x-ray said:
I used Nikon mechanical cameras since the late 60's and went Nikon digital when the D1 came out. Sure it had it's issues but the technology was new. The technology isn't new now however and the issues Nikon, Kodak and Canon had in the early days shouldn't happen now. At least Nikon and Canon didn't take months to get their pros back in business.

I went from the Nikon D1x to the Canon 1D and 1Ds when they came out. I do a lot of product and architectural work and needed the tilt shift lenses. My first 24-70 L series I came apart the second day I had it. The front and back totally separated. I called my dealer that they shipped a new one out that day express mail. Never another issue. The only time my lenses and camera were in the shop was to set back focus. In those days they had to go the the service center for that adjustment. I later went to 1DsII's and never had an issue in eight years.

I understand what you mean about not servicing out of date lenses. I had a 200 f1.8 L the fortunately never had any issues. It was probably the best lens I've ever used for the 35mm format, Leica included. Even with a 1.4x extender it was better than my 300 f2.8L which was a fantastic lens. Canon makes superb cameras and glass as does Nikon. I'm all Nikon digital now using a D800 and Df along with ED glass and primes for the DF. I found the 14.5 stops dynamic range of the D800 to be a significant advantage for interior architectural work.

7 weeks of waiting might be OK for a Leica enthusiast but not for those of us that make a living with our equipment. The failure rate and repair times are just unacceptable.
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Err... SLR technology new in the middle sixties? It was thirty years old The first SLR was the Russian Спорт in 1934...
 
Well, the first digital camera was the Kodak/Sasson camera from 1975...
A full 0.01 Megapixel one... :D
 
john_s said:
I was surprised when a new 75/2.5 from Tony Rose turned up with a loose front part and odd behaviour of the aperture ring. I quick email and a new one was dispatched.

I think the OP's problem had something to do with the extreme shortage of a popular lens.

To the poster above waiting for a new VW, I hope yours doesn't have a sunroof, as the service staff have much difficulty with fixing leaks.
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No, it is a hard top VW Amarok which will replace my battered Toyota Hilux. I live on a farm in the countryside with gravel roads in Sweden, so sunroof is not an option for me. We only have less than a week with temperatures above 25C, in average each year.

Funny that you also had a loose front part on your lens. It must be some design flaw as many of us have the same experience.

But I think Leica takes care of us as customers, they repair or replace new equipment without major problems. In my experience it is better to talk with Leica directly in Germany than to the local sales companies. The turnaround time will be shorter with less transports. I also think that it is an advantage to communicate with them in German language if possible or at least both English and a German translation. It think many mis-understandings, some of these mentioned here, could be eliminated in this way. As an example, when I contacted them about my loose front part of my Summicron 50 mm, I suspect that they thought I wanted the rangefinder adjusted for the lens at first. They wanted me to send in both the lens and my M9. But when I clearly stated in both German and English that I only wanted the lens calibrated to factory standards and the loose part fixed they understood.
 
Update: Spoke to my dealer today. Apparently the supply lady at Leica NJ thinks they are getting another Code-U or QM2 in this week. If so, it's mine. They'll know on Wednesday.

I asked my dealer for a customer care contact at Leica NJ and spoke to a nice man there. I told him I had been letting the dealer handle but it's time for me to get involved. I let him know that this is not an acceptable level of service on a new purchase. My days of being an angry scream with service folks are behind me, but I am plenty good at being direct with my expectations.

I told him that if they need to send me a new lens ASAP. If they don't have one in stock, they need to recall one from a dealer who does have stock. He didn't think it was out of the question to do such a recall, but that he has to get back to me after speaking with supply folks.

However since my dealer sent in the lens, he has to speak directly to him about it. I let him know that I understand, but that I'd follow up with him tomorrow. He didn't object.

Till then...


PS: 65 replies! Wow, i never get that kind of response from my scanner question threads :)
 
Update: They found another Code-U. It's with FedEx now heading to my dealer for inspection, then onto me. Kinda glad i'm getting a different lens. After 3 quality control fails, I dont want that dud.
 
sevo said:
Who does refurbish what? Refurbished products are not advertised by Leica themselves, nor do German Leica shops seem to offer anything like it - is it a US specific thing? Or is that grey/black market?
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My Leica M7, purchased from an official dealer in the US, was Leica factory refurbished according to a sticker on the M7 box that stated "Factory refurbished, Leica Italy". It had a one year warranty but the camera had to be sent to the US dealer who sent it to Leica NJ for a shutter repair.
 
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