Leica repairs in the UK - whats going on???

[MVCG]

Is anybody else having serious problems with getting their Leica equipment to and back from Solms?

I handed over my M9 and 3 lenses for RF / focus calibration and was told by Leica Mayfair the repairs should take roughly 3-4 weeks. They then passed on my equipment to some intermediary responsible for sending / tracking and managing the work here in the UK who goes by the name of Leo. Having called Solms 3 weeks later, I was informed my equipment had not even been sent / arrived? I left it another week and then called them again at which point they said the camera had arrived and an estimate had already been sent to the UK rep (Leo) 5 days earlier? To this day (6 weeks and counting) Leo has been unable to either tell me what the estimate is, give me any information on my equipment or even call me back after promising to do so? All he tells me when I manage to get hold of him is he needs to check something or talk to Solms but never gives me any kind of concrete information.

What is going on - I'm at boiling point!!!!!!!!!! C'mon Leica!!!!!

Can anyone suggest anything as I can't get anything out of this Leo guy and Leica Mayfair will not step in and say it is a different department which they have no control over...????

Help :bang::bang::bang::bang::bang:

 

[Steve_F]

I'd start by passing all this info as high as you can in Mayfair and then Solms and demand an explanation.
Would this be the new system they'd set-up whereby customers (like yourself) get a personal service (with Leo in this case) "Customer Care Technician" (?)


Good Luck.

Steve.

 

[MVCG]

Thanks Steve, yes, that's what Leica Mayfair said although it's by far the worst personal service I've ever received from a premium brand!

I've just sent Solms an extensive explanatory email so they are aware first hand of the issues... I wish I had a direct contact of someone senior within the UK division...

 

[Steve_F]

I found this link, it appears the guys name is David Bell (MD). Try him.

http://www.amateurphotographer.co.uk/news/Leica_camera_bosses_We_are_back_news_300010.html

If I was in your shoes I'd be furious (just as many little head-brickwall icons as in your original post).

Good luck and keep us posted.

Steve.

PS - I believe the Chairman of Leica AG is mentioned in this article too....go on I dare you ;-)
Just trying to bring a smile.

 

[Jerrold]

I rang up to inquire about an RF adjustment yesterday, rang the Mayfair office and was asked to ring the Milton Keynes office. They told me they were having some issues at Solms as all repairs were being sent to them directly due to the fact that MK is closing and relocating repairs to London this month.
I gather historically items were checked at MK, simple tasks were completed there with complex ones going to Solms.
Currently with everything going direct to Solms, they are a bit over burdened and I was asked to be patient.
I think the intermediary they offered was Fed-Ex, I'll hold off for a bit.

 

[MVCG]

I am no where closer to getting this resolved. A very appologetic Leo told me today that Solms was dealing with my equipment although they had stated my 4 month old M9 required a part they did not have in stock???? this would delay the return of my camera although no date was given. I am getting a loaner from them as I simply told them, I just want my stuff back in Leica working order no matter how long that takes 🙁