A very poor warranty experience with Leica

[Jhausler]

Posting this mainly because I'd like to know if this is consistent with the experiences of others.

Back in early April I purchased a 50/1.4 ASPH from a dealer I've worked with before in Colorado. The lens was Code-U and came with an 18 month warranty.

I got the lens and immediately saw some blemishes on the front element as well as a finger print smudge on an inner element.

I took it to a Leica Store to verify the issue and they agreed that the lens was flawed. At their recommendation, I sent the lens back to my dealer in CO who also verified the flaws and sent it to Leica NJ, who sent it to Germany.

Germany too confirmed the issues but said that it would take 3 months to fix. Expected date of completion - July 8th.

My dealer in CO did all they could to try to get Leica NJ to send me any kind of 50/1.4 replacement so I didn't have to wait 3 months for newly purchased lens. No dice...

Fast forward to today which is about 10 days past that 7/8 date. My guy called NJ to find out that while Germany sent the lens back NJ, upon inspection the folks in NJ saw that the finger print was still present on the inner element. They sent it back to Germany again.

My dealer is as upset with Leica as I am...

Is this the standard for Leica service? I've never put down $3k for a lens that 3 months later I still haven't used. How long does it take to open a lens, clean it out and send it on home?

 

[Roger Hicks]

Swear judiciously at them.

The first new Leica lens I ever bought was a 35/1.4 Summilux in about 1982.

I unwrapped it; put it on my M2; tried to focus; and it jammed. I called Leica UK and a bored young man said, "Oh, yes, it'll take about three months to fix."

I replied, "No it f*cking won't. It'll take return of post to replace."

He said, "There's no need to swear."

I replied, "Clearly there is."

I got a new lens by return of post. I'm still using it.

Moral: beware of bored minions. This is NOT the standard of service to which Leica aspires. I've never had a problem since, except a repair to a 90/4 where the lens was mounted upside down (!).

Cheers,

R.

 

[Jhausler]

yeah, part of me wished I had gotten involved months ago.

 

[chaospress]

I'd still get on the phone with Leica New Jersey until I got someone who would make it right. Even if it takes multiple calls. Tell them you've been patient but have had enough, and you want a new lens now. That's what you very reasonably should have because you paid for it.

 

[ReeRay]

I passed my M240 to my local dealer for the strap lug replacement (under warranty) on the 15th May. 2 weeks ago I received a memo from Leica Germany informing me that the camera was scheduled for attention on the 3rd August! 3 months gathering dust on the Solms shelf!

Pathetic service.

 

[Jhausler]

I'd still get on the phone with Leica New Jersey until I got someone who would make it right. Even if it takes multiple calls. Tell them you've been patient but have had enough, and you want a new lens now. That's what you very reasonably should have because you paid for it.

Yeah, I'll probably get some names when I speak with my dealer again on Monday. Again, he too is pretty unhappy with how this has all gone down. They keep telling him that this is the most backordered Leica lens ever. Apparently the 12% off deal for the USD has caused a 9 month wait list.

I initially tried to get a loaner, but they insisted they didn't have a single lens to offer. How is that even possible? They're Leica.. they don't have lenses?

The shame is, they'll probably just offer my money back.

 

[Pioneer]

At this point I would take the money. If this is an indication of how new lenses are prepared by Leica, and then serviced after they have been purchased, I would have already decided I did not need that lens.

You are wayyy to laid back. There really are other options out there.

 

[benmacphoto]

I've only had two experiences with Leica service.
Many years ago I purchased a NOS 35mm Summilux pre ASPH Titanium, which from sitting on the dealers shelf for 20 years had gotten some haze and the focusing tab came off a few days after purchase.
I sent it to Leica, covered under warranty, and it took several months for the service and came back with the optics looking untouched.
The dealer contacted Leica and they said send it back in, and after several more months and it being held in customs for awhile, I had a somewhat clean Summilux.

The other time I used Leica service my M8 needed attention.
They not only fixed the camera a month ahead of schedule, but at a lower cost.

I would talk to your camera dealer and see what can be done to fix the situation.

 

[f16sunshine]

You need to get the Leica sales rep for your region.
Tell him calmly what is going on.
Request that he uses his vast weight to move Leica into action.
Insist that he gets you a replacement lens.
Let him know you know about the internet and how people believe everything bad and nothing good they discover there.
Tell him you will call him and email him every day until you are using your lens.

I'm not joking not even a little. Get the right person and squeak like you never have.

NJ are great folks. They do their best.
Germany on the other hand,... They can not be bothered with your little issue.

 

[btgc]

There's something wrong, basically. New item has flaw - it should be replaced or money returned, instead of punishing customer with waiting while it's being repaired. Repairs are OK after 6 months of use, before that please replace it.

I'm not talking brand new thing out of factory in this price bracket shouldn't have fingerprints inside glass.

 

[Pioneer]

You need to get the Leica sales rep for your region.
Tell him calmly what is going on.
Request that he uses his vast weight to move Leica into action.
Insist that he gets you a replacement lens.
Let him know you know about the internet and how people believe everything bad and nothing good they discover there.
Tell him you will call him and email him every day until you are using your lens.

I'm not joking not even a little. Get the right person and squeak like you never have.

NJ are great folks. They do their best.
Germany on the other hand,... They can not be bothered with your little issue.

That certainly does sound like a wonderful way to run a service program.

I would expect a repair effort of this nature from Holga. It would seem that Leica might consider having a more luxurious service program.

Ohh well, obviously it works. We are still buying their equipment and insisting that it is at the top of the heap.

 

[Vobluda]

I think that it is more an issue of consumer protection laws.
Here in the heart of good old EU we have a law by which the warranty repair has to be taken within 30 days. Othervise buyer is entitled to full money return.
And warranty period is 2 years.

 

[Oscuro]

I've experienced this sort of obnoxiousness with every major brand, except Canon, which I don't use. About ten years ago I cancelled my NPS account because it wasn't professional service. Hadn't been for a while. I sent a body in for focus calibration and it went back four times. The last time it went in, I took it to Richmond, BC myself and stood there until it was dealt with. Started at 8 inthe morning....

The daily email and phone call is a good step. But starting a Facebook page about it might also help, as well as blogging the daylights out of the situation. You may not be so inclined and the money-back may be your only reasonable recourse.

 

[f16sunshine]

You may not be so inclined and the money-back may be your only reasonable recourse.

Actually Money back is a good idea.
Get a Nokton 1.5/50mm and take yourself for a short visit to Cuba with the change 🙂

Again, I'm not joking. The nokton is that good and, a trip to some foreign shores will make it look that much better than the Leica in your hometown 😛

 

[brbo]

I've only dealt with Leica Germany repair service once* and they treated me like a sheikh**.


* "once" is probably not the right word; it was one matter (adjusting the backfocus on one of my lenses), Leica made an almost year-long-back-and-forth affair out of it

** no clue, s***loads of money to burn, all the time in the world



It was probably my fault, I probably should've yelled at them the first time. Instead, I only lost it after several months when a Leica tech guy contacts me with another bull**** (informs me that they can't proceed with repair because they don't have access to the exif data for the untouched raw files I sent them). I actually had to extract exif data from their own raw files for them!!! I was so upset that I did most part of heavy swearing in a language they don't understand.

 

[robert blu]

This is what stops me from buying expensive equipment, and it can happen not only with Leica (I had the experience with my 5000 ed scanner just bought first time I switched on needed to be serviced, the dealer didn't replace it and send to the service company which took four weeks and I had to pay for shipment !).
Companies should be aware of the importance of a good customer care but it's evident they are selling enough anyway...
robert

 

[V-12]

From a few of the replies it seems like a super fast turnaround is expected, but if I currently had something at Leica for repair I'd take a leaf out of Rogers book and say 'get back in the ***king queue'.

It is extremely unfortunate to get a defective lens, but hand wringing and debate gets nothing done, a decision to either suck it up or get your money back should have been made long ago.

V

 

[sevo]

18 month warranty? What warranty period do Leica offer in the US? And do US dealers have no responsibility for handing over a product without obvious flaws?

 

[Addy101]

I don't see the problem, apart from the long turn-around. The dealer in Colorado shouldn't have sold such an expensive lens with flaws, Leica should have handled the fingerprint - but was that even on the repair request?

I would also be "unhappy" if I was that dealer, that is just good sense as a seller...

It also would be easier if you would've bought locally.....

I'm with Vobluda happy to live in good old Europe 😀

 

[john_s]

Back in the days when we bought expensive items by cheque (=check in the USA) and banks were a bit slow in clearing funds, one could have a quick look at and try out the product, phone the dealer the same day and if the response wasn't 100% satisfactory phone the bank to cancel the cheque. That worked for me when I bought a Tandberg reel to reel tape recorder (that's how long ago it was). These days with electronic payment I would just immediately insist on a replacement or refund on the spot.