Leica repair service - Sigh.

[hlockwood]

In a recent thread, someone suggested that, for Leica to remain viable, their repair service would have to be vastly improved. Well, FWIW, here's my story.

I purchased an M7 new less than a year ago. I learned (and confirmed with Leica NJ) that I could upgrade the VF and the DX reader under the Passport warranty. So, I sent the M7 to NJ, and they confirmed receiving it on 8 Jan.

I was told that it would be sent to Solms for the upgrade. Seven weeks later I received a statement detailing the work that would be done in Solms. This included what appears to be a total CLA: new light seals, shutter recalibration, "repair" of ASA/DIN, cleaning and relaignment of rf, adjustment of exposure meter, etc., all in addition to the upgrade I requested.

Oh, and it would cost $1065 and would take 6 to 8 weeks to complete. "Please sign the acceptance form and send a check."

In the interest of family values, I'll skip my reaction and simply state that after some telephone calls back and forth, Leica NJ informed me that all of the work would be done at no charge. All of the work? "Yes, all of the work."

So, it seems that I'll get my camera back 13 to 15 weeks after Leica received it. Just in time for nice Spring weather.

Yes indeed, Leica repair service needs an overhaul if it is to have happy snappers.

BTW, Leica Solms has a repair-tracking service on its web site. I've learned that my camera is "In repair." Very helpful.

Harry

 

[srtiwari]

Well, at least they agreed to cover all the work- that should make up a bit for the delay and the aggravation.

 

[Andrew Sowerby]

13-15 weeks to do some fairly minor work on a camera is unacceptable.

 

[pfoto]

13-15 weeks to do some fairly minor work on a camera is unacceptable.

It's not minor work. He's having the VF replaced and an optical DX reader put in. Leica's workflow is almost certainly that they will do the VF work in NJ and then send the body to Solms for the DX upgrade. That means they take the camera apart and put it back together again twice, just to make absolutely and totally sure that everything is OK. 😀 I don't know, 13 or so weeks for such care and attention, especially free, is a bit of a bargain don't you think? 😉

 

[whitecat]

I have sent more than one camera there and it took months on each count............Hey, they're not Henry Shearer!

 

[sepiareverb]

Sherry replaced the entire VF in my M5 in less than 13 weeks. She was done in six, and she works alone, and has to order parts from somewhere.

That said, I've had nothing but good experiences with Leica NJ sending parts to me- instantly it seems- but the 21-24-28 VF I sent in for repair (no warranty) has been there for 8 weeks, 6 since I paid with no word (and no 'tracking') since.

On the upside, your repair tracking doesn't say 'awaiting payment' Harry.

 

[BillBingham2]

Free?

Free?

I don't know, 13 or so weeks for such care and attention, especially free, is a bit of a bargain don't you think?

It was not free. He paid for it as part of the initial purchase! Look at the price difference between the USA price and say the price on the grey market. It was not free by any stretch of the imagination.

B2 (;->

 

[sepiareverb]

it's not just the time frame that is of concern with leica service... it's nobody returning calls for a week or two or three, it's nobody returning email's, it's nobody knowing what's going on with your camera/lens when you finally make contact with leica, it's brand new camera's dissapearing into leica's service dept for months on end, it's leica telling you 2 weeks when it's actually 12 weeks. it's the general "we really aren't THAT concerned with your needs" attitude...

This is my first interaction with Leica Service (NJ). The guy I deal with via email and phone for questions and these little parts is always right on top of everything. Pentax Repair was just as bad or worse when I used their products, Nikon parts was awful to deal with. Hopefully Leicas new boss will have some insight into this end of things- especially if the upgrade program is going to happen these kinds of work practices are not going to work.

 

[pfoto]

it's not just the time frame that is of concern with leica service... it's nobody returning calls for a week or two or three, it's nobody returning email's, it's nobody knowing what's going on with your camera/lens when you finally make contact with leica, it's brand new camera's dissapearing into leica's service dept for months on end, it's leica telling you 2 weeks when it's actually 12 weeks. it's the general "we really aren't THAT concerned with your needs" attitude...

The excellent Robert Fisk left Leica NJ about a month ago for a position "more in line with his career goals". A great pity for Leica customers, as he did care.

It was not free. He paid for it as part of the initial purchase! Look at the price difference between the USA price and say the price on the grey market. It was not free by any stretch of the imagination.

You don't have to pay full freight for a new M. My brand-new US Passport M7 cost <$2300 two years ago.

 

[pfoto]

Interesting. I've had nothing but responsiveness from him. Over on the German Leica forum the reaction is the same - he will be missed. Maybe the overwhelming situation in NJ just got to him? I'm sure he constantly dealt with a lot of very upset people.

 

[sepiareverb]

I have a different contact, and have been very happy every time. Again, he is not in repairs however.

 

[FX trading]

The service in the UK seems rather better-about 3 1/2 weeks turnaround to Solms for warranty work recently-however, it would seem obvious that in order to induce new sales, especially with the downgrading/demise of the old passport warranty, there should be a major effort put into the aftersales support and servicing division to achieve a uniform service worldwide.

Perhaps it would be worthwhile writing to Mr. Kaufmann...

 

[hlockwood]

The excellent Robert Fisk left Leica NJ about a month ago for a position "more in line with his career goals". A great pity for Leica customers, as he did care.You don't have to pay full freight for a new M. My brand-new US Passport M7 cost <$2300 two years ago.

Well, two years is a long time in Leica world. I paid $3500 for my new M7 in 2007.

Harry

 

[TJV]

You guys have it good. Be glad you're not living near the Antarctic. It took three trips to Germany and over nine months to code a 50mm Summicron and repair its back element. First trip Leica returned it to me after 3.5 months without its lens cap and without any work done to it. Second trip it came back returned with the fixed element, without a lens cap and without coding. Third trip it returned okay but I had to argue for a new lens cap.

 

[BigSteveG]

I have a few small adjustment issues with my MP purchased almost 2 years ago. I am loath to send it in for warranty service.

 

[pfoto]

I don't send anything to Leica any more, warranty or not. I only have film gear but if I need adjustments the piece goes to an independent technician and I am happy to pay for the privilege.

 

[hlockwood]

Eating Crow

Eating Crow

In a recent thread, someone suggested that, for Leica to remain viable, their repair service would have to be vastly improved. Well, FWIW, here's my story.

I purchased an M7 new less than a year ago. I learned (and confirmed with Leica NJ) that I could upgrade the VF and the DX reader under the Passport warranty. So, I sent the M7 to NJ, and they confirmed receiving it on 8 Jan.

I was told that it would be sent to Solms for the upgrade. Seven weeks later I received a statement detailing the work that would be done in Solms. This included what appears to be a total CLA: new light seals, shutter recalibration, "repair" of ASA/DIN, cleaning and relaignment of rf, adjustment of exposure meter, etc., all in addition to the upgrade I requested.

Oh, and it would cost $1065 and would take 6 to 8 weeks to complete. "Please sign the acceptance form and send a check."

In the interest of family values, I'll skip my reaction and simply state that after some telephone calls back and forth, Leica NJ informed me that all of the work would be done at no charge. All of the work? "Yes, all of the work."

So, it seems that I'll get my camera back 13 to 15 weeks after Leica received it. Just in time for nice Spring weather.

Yes indeed, Leica repair service needs an overhaul if it is to have happy snappers.

BTW, Leica Solms has a repair-tracking service on its web site. I've learned that my camera is "In repair." Very helpful.

Harry

I just received this message in response to a note I sent to Customer Service in Solms:

"Good afternoon,

during repairs technican will check rewind mechanism either [also]. Repair is in progress right now, camera will be fixed within this week, beginning of next week at latest. Hoping this information will be helpfull to you.

Mit freundlichen Gruessen / kind regards

Eberhard Jakob"

All I can say is: Wow, how can anyone complain about Leica service? 😛

Harry

 

[giellaleafapmu]

I don't know, 13 or so weeks for such care and attention, especially free, is a bit of a bargain don't you think? 😉

You don't use your camera for a living do you? Compare with any other "professional tool", say a lathe or a drill and conclude what you wish. I love Leicas but I would not trust any of them if produced after 1960 or so on anything serious.

GLF

 

[wayneb]

A Leica of a year old needed all that work done? That's pretty remarkable. Either Mr. Lockwood really beat the crap out of the camera or perhaps there's a quality control issue. Part of why I would pay that much for a camera is not having to deal with CLA/repairs for a while.

 

[hlockwood]

A Leica of a year old needed all that work done? That's pretty remarkable. Either Mr. Lockwood really beat the crap out of the camera or perhaps there's a quality control issue. Part of why I would pay that much for a camera is not having to deal with CLA/repairs for a while.

Well, first of all, as a (retired) scientist I treat all my "instruments" with great care. My M7 is pristine.

My guess is that having to take the camera almost completely apart, Leica simply wanted to be certain that it was up to factory specs before shipping it back. It certainly didn't need a CLA, but I'm not complaining.

Harry