I will avoid Leica NJ from here on...

I have an official Leica Customer Service brochure in front of me right now, and amongst their services is listed: "Collecting your Leica product" However, it is a German brochure... 🙁

Maybe you should check the USA one.
 
For goodness sake, it's going to take 24 weeks for a sensor replacement, how many extra weeks do you want to wait around for a prepaid shipping label? Oh, I forgot, you have a spare Leica or three so you are not really bothered by the delay.
 
Rob-F said:
One of our members recently reported that when they sent their M9 to Leica NJ for a sensor clean & check, Leica sent them a mailing label; pre-paid, I believe (not sure). So. I phoned to inquire about sending my M9. I was told they will only send the label if the Leica is under warranty.

So is that an example of inconsistency? Or just the fair policy?
Click to expand...

You are completely correct in that "one of our members" sent their M9 to Leica for a sensor clean & check and Leica sent a prepaid mailing label. I don't know if you're referring to me or not, but that was precisely my experience. I had called to ask about sending in my M9 to check the sensor, and after specifically asking if they could send a prepaid mailing label, they agreed and within 5 minutes, I received the mailing label attached to an email. To be clear, I mentioned that "a friend of mine" had been sent a mailing label and could they do the same for me.

My M9 was clearly not under warranty and, in fact, I had purchased it used.

It is definitely an example of inconsistency. My thoughts are that it ~may~ depend on who you talk to.
 
My M 240 started having problems with the metering system. It was still under warranty, so I sent it in with a 35mm Summilux also within the warranty period.

They eventually fixed the camera and maintained the Summilux without charge, but is took several months. During that time, I called to check in on it ant he person that picked up the call said she could not tell me anything about the camera or lens. I tried several times and never found anyone who say when it would be done.

I travel a lot, so I asked for a tracking number when it shipped which I never received. Months after sending it in, is just showed up one day unannounced. If we had been on a trip, I don't know where it would have ended up.

Seems odd for service on a camera that is as expensive as the Leicas are to be so informal and unorganized.

I'll think twice about sending my Leica gear back to NJ.
 
I too have had interesting experiences with Leica NJ

I too have had interesting experiences with Leica NJ

My M 240 started having problems with the metering system. It was still under warranty, so I sent it in with a 35mm Summilux also within the warranty period.

They eventually fixed the camera and maintained the Summilux without charge, but it took several months. During that time, I called to check in on it ant the person that picked up the call said she could not tell me anything about the camera or lens. I tried several times and never found anyone who say when it would be done.

I travel a lot, so I asked for a tracking number when it shipped which I never received. Months after sending it in, is just showed up one day unannounced. If we had been on a trip, I don't know where it would have ended up.

Seems odd for a service department for cameras that are as expensive as the Leicas are to be so informal and unorganized.

I'll think twice about sending my Leica gear back to NJ.
 
ornate_wrasse said:
You are completely correct in that "one of our members" sent their M9 to Leica for a sensor clean & check and Leica sent a prepaid mailing label. I don't know if you're referring to me or not, but that was precisely my experience. I had called to ask about sending in my M9 to check the sensor, and after specifically asking if they could send a prepaid mailing label, they agreed and within 5 minutes, I received the mailing label attached to an email. To be clear, I mentioned that "a friend of mine" had been sent a mailing label and could they do the same for me.

My M9 was clearly not under warranty and, in fact, I had purchased it used.

It is definitely an example of inconsistency. My thoughts are that it ~may~ depend on who you talk to.
Click to expand...

I did the same a few days later.😀
I said "I heard from someone that she was sent a mailing label."

I asked for the mailing label and they said "no problem."
My M9 was not under warranty.
 
My experience with Leica NJ has been great, though it has just been for sourcing parts.
Calling them directly I was able to get some parts for a custom M I was building.
And recently they have sourced another part for another project.
I found calling them is best, though they were quick with emails as well.
 
So inconsistency is the name of the game. I get that it is a small operation in NJ, but are they so inundated with voicemails and emails that they can't reply? And from my experience talking to folks there, the techs leave by 4. I guess that's because they have to travel to Germany to pick up parts.

I'd filled out the proper paperwork in September, but it was not till June that someone went to Germany to get the paint.
 
raid said:
I did the same a few days later.😀
I said "I heard from someone that she was sent a mailing label."
Click to expand...

Raid,

That's funny 🙂 Interesting to hear that you ended up saying the same thing that I did.

And, more importantly, it worked to get them to send you the prepaid mailing label!
 
He was very nice on the phone, and he said not to worry about the mailing label. He tried to convince me that "old M9" cameras did not get faulty sensors, but then I told him that they had replaced the sensor in 2014. He the laughed and told me that in a few minutes he would email me the mailing label.

Thanks.
 
ornate_wrasse said:
You are completely correct in that "one of our members" sent their M9 to Leica for a sensor clean & check and Leica sent a prepaid mailing label. I don't know if you're referring to me or not, but that was precisely my experience. I had called to ask about sending in my M9 to check the sensor, and after specifically asking if they could send a prepaid mailing label, they agreed and within 5 minutes, I received the mailing label attached to an email. To be clear, I mentioned that "a friend of mine" had been sent a mailing label and could they do the same for me.

My M9 was clearly not under warranty and, in fact, I had purchased it used.

It is definitely an example of inconsistency. My thoughts are that it ~may~ depend on who you talk to.
Click to expand...

Ellen: I couldn't remember who had written this. I probably was thinking of your post.

raid said:
I did the same a few days later.😀
I said "I heard from someone that she was sent a mailing label."

I asked for the mailing label and they said "no problem."
My M9 was not under warranty.
Click to expand...

I think I may do the very same thing. But I wonder: will this come with insurance? Can I add insurance to the pre-paid label when I mail it?

And another thing: Think Leica is bad? I've had bad luck with the post office losing my packages. They lost a 15mm CV, with finder and filter, three months ago, and I have yet to collect on it. What if they lose my M9? Or yours? 😱

And one more thing: Does Leica insure the return shipment? 😱
 
Rob-F said:
...I think I may do the very same thing. But I wonder: will this come with insurance? Can I add insurance to the pre-paid label when I mail it?

And another thing: Think Leica is bad? I've had bad luck with the post office losing my packages. They lost a 15mm CV, with finder and filter, three months ago, and I have yet to collect on it. What if they lose my M9? Or yours? 😱

And one more thing: Does Leica insure the return shipment? 😱
Click to expand...
When they furnish the label, and when they ship the camera back to you, they are taking responsibility for its safe arrival. Don't worry about the insurance, it's on them. USPS can be difficult too, as they lost our Pentax LX on its way for service. It was a hassle getting partial compensation.
 
Look at the bright side:
You sent a modern camera, you have back a collectible. 😀

Seriously. They are awful. It's not only the delays, the fact that several different people with "customer service" job definitions are not even responding. In my case I had to pay for their "mistakes" since they sent the camera back to me, international, despite my repeated mails asking not too, and to ship to a relative in the US instead. It's just ridiculous that people are paid to do such a lousy job.
 
I seem to have the impression that paying extra for Priority Express one-day shipping adds an extra level of security. Perhaps because of fewer handling steps and tighter tracking. Also, I wonder if adding registered mail to the above would add still another level of security. Can you do that? Would it help? After a recent experience, my trust for USPS is at a low point.
 
I got today an email from Leica NJ about my M9.
Sensor cover glass: coating is separating.
Adjust range finder
CLA

Does this mean the sensor is damaged or is it only the cover glass for the sensor that needs replacing?


Cost=$0
 
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