Lukewarm service from Leica NJ

[______]

I contacted Leica N.J. back in July to get on a waiting list for Sensor replacement on my Monochrom. I was told I would be contacted after 4 months and then the turnaround would be 6-8 weeks.

So November passed and I called again. I got sent a shipping label last week and my camera is with Leica N.J. right now. I was also updated that the turnaround time now will be 8-10 weeks, but I can understand that this is during the holidays and is somewhat expected.

So far I have not been disappointed.

So a 6 month wait in line and then only a 2 to 2 1/2 month turnaround. And no disappointment? Since you use your Monochrome so heavily, do you have a spare?

 

[______]

As the number of replacement sensors is not that high and rather variable it is impossible to do proper stock planning.

Impossible?

 

[jaapv]

Yep. Reason that Leica has the system of calling the camera in when the sensor is in stock to minimize down time. The procedure is not to send the camera in, but to request notification when a repair slot is planned, at which time Leica will collect the camera and replace the sensor within a more or less reasonable time span. In the meantime the camera can be used with a bit of spot removal in postprocessing. I suppose that one can request express repair for a one-week turnaround (not free).
The long waits reported are cameras that are sent in without appointment.

 

[______]

Yep. Reason that Leica has the system of calling the camera in when the sensor is in stock to minimize down time. The procedure is not to send the camera in, but to request notification when a repair slot is planned, at which time Leica will collect the camera and replace the sensor within a more or less reasonable time span.

8-10 weeks. More or less reasonable time span with no wait for the sensor to arrive? Just how many Monochromes do you have?

 

[Huss]

I stumbled across this thread, and the difference in service quality/turn around time between Sony and Leica is stunning. Let alone comparing it against Canon or Nikon.

http://www.fredmiranda.com/forum/topic/1411531

There really is no excuse.

 

[jaapv]

8-10 weeks. More or less reasonable time span with no wait for the sensor to arrive? Just how many Monochromes do you have?

Just one. Turnaround for sensor replacement was three weeks exactly. I thought it a bit long, but acceptable. My M9 was checked at the same time and did not need replacement. It was back in a week.

 

[Calzone]

And there always will be bottlenecks. Leica is a very small customer for ON, sensors are made in batches, so they have to wait in line each time they order new ones. As the number of replacement sensors is not that high and rather variable it is impossible to do proper stock planning.

J,

For me this is understood. I got on a waiting list just to buy my Monochrom, and waited 5 months. I pre-paid for an AF 50 Lux for my SL and it mat be released in early 2017, but it was suppose to be at the end of 2016 when it was first announced in 2015.

Waiting and being patient is part of the culture. When I sent a Rollieflex to Harry Fleenor to get overhauled I was told 12 weeks turnaround. When I send a camera to Sherry there have been times I waited more than 8 weeks.

Currently I am waiting on some new ink from Jon Cone (Piezography Pro) that is a recent development/advancement. I prepaid and delivery was suppose to be about a month ago, but only yesterday did I find out that deliveries are now being processed.

Anyway I think I am being realistic in knowing that at this level don't expect a rush job.

Bad or faulty repairs is another issue...

Cal

 

[Calzone]

So a 6 month wait in line and then only a 2 to 2 1/2 month turnaround. And no disappointment? Since you use your Monochrome so heavily, do you have a spare?

F,

See my other post about the culture. For fast repairs I go to Nippon Photo Clinic locally here in NYC, and hand drop off and pick up.

I bought a Leica SL that now is my most used camera. Also know I have many other cameras and was planning on this blackout period without my Monochrom.

If I get my Monochrom back sometime in February I will be happy. I don't expect problems because I tend to be a very lucky guy. I really don't mind the wait because I planned around it. I bought a new camera, and I minimized not having my Monochrom hopefully limiting it to my off season.

Cal

 

[Calzone]

Yep. Reason that Leica has the system of calling the camera in when the sensor is in stock to minimize down time. The procedure is not to send the camera in, but to request notification when a repair slot is planned, at which time Leica will collect the camera and replace the sensor within a more or less reasonable time span. In the meantime the camera can be used with a bit of spot removal in postprocessing. I suppose that one can request express repair for a one-week turnaround (not free).
The long waits reported are cameras that are sent in without appointment.

J,

This I found to be true. A friend from the NYC Meet-Up sent in his Monochrom for sensor replacement and waited 6 months.

Cal

 

[jsrockit]

So a 6 month wait in line and then only a 2 to 2 1/2 month turnaround. And no disappointment? Since you use your Monochrome so heavily, do you have a spare?

Yes, those that don't complain are the types that have many cameras to choose from. If you can only afford one camera and have to rely on one camera, never buy a digital Leica.

 

[brennanphotoguy]

Even budgeting for this wait time, I don't see how it's acceptable to wait 4-6 months for your camera to get called in and then wait another 2-3 months for the sensor to get installed. That's absolutely insane. Even if I owned a new digital Leica I would find that unacceptable unless a loaner was supplied from day 1 without having to ask for it. Even if it's just a hobby for someone, not having a camera for 2-3 months while it's having a sensor installed is crazy. There is no justification for their service practices.

 

[Calzone]

Yes, those that don't complain are the types that have many cameras to choose from. If you can only afford one camera and have to rely on one camera, never buy a digital Leica.

John,

Having back ups and planning for service without a key camera at a certain level becomes necessary.

Cal

 

[______]

Waiting and being patient is part of the culture.

Interesting.

 

[Calzone]

Even budgeting for this wait time, I don't see how it's acceptable to wait 4-6 months for your camera to get called in and then wait another 2-3 months for the sensor to get installed. That's absolutely insane. Even if I owned a new digital Leica I would find that unacceptable unless a loaner was supplied from day 1 without having to ask for it. Even if it's just a hobby for someone, not having a camera for 2-3 months while it's having a sensor installed is crazy. There is no justification for their service practices.

Brennan,

The actual wait is 4 months on a waiting list, and the new longer 8-10 weeks turnaround time is current. the turnaround time use to be only 6-8 weeks, but the recent extension might be due to the holidays.

If you send in your camera without arrangements it becomes a flat 6 month turnaround.

Yes the wait times are long, but let's not make them longer than they already/really are. LOL.

All I know is that I have had to be patient with Sherry, Harry Fleenor, and DAG. All from personal experience. These wait times I also deem long.

In real life I have been waiting for 12 years to have a guitar built from one builder. At a certain level people wait 7 years on the "short" list for a John Monteleone arch top guitar, and when they get called they have to pay half as a deposit to get on the "long" list. The problem now is John is kinda getting really old, and people are a little scared to get on that long list because it is a race against a clock.

Anyways the Cris Mirabella guitar I have been waiting for over 12 years might be done in a year or two. Hopefully...

Cal

 

[brennanphotoguy]

One guy that's building a guitar by hand is a lot different than an international premium camera manufacturer taking half a year to fix an issue. Even 6-8 weeks is too long. Waiting more than 3 weeks is crazy for any repair service when parts don't need to be sourced for an old camera repair. Our tech at work CLA'd my Rollei and completely disassembled the shutter assembly to remove old oil and dirt and took a mint prism out of a cracked body and into an undamaged body and had it back to me in 6 hours. The fact that some of these repair people take more than 3 weeks to get something back is nuts. Yes, I know you can only work so many hours/day and there's a queue of cameras in front of yours when you send it in but come on. Also, Youxin serviced my IIIg in one night and had it back out to me the next morning.

 

[Bendj]

Here's a slight antidote to the Leica NJ Woes.

I recently had to send my MA to Leica Germany due to a small light leak, I did this on the 24th of November. I have just been notified that it is on its way back to me and will be with me tomorrow. This is the outline of repair activity.

receiving inspection
adjust shutter
adjust autocollimation
adjust friction
adjust range finder
clean range finder
adjustment of all parts
cleaning and end control

Pretty happy with that turnaround though not that happy the fault was there in the first place!

 

[cz23]

Yep. Reason that Leica has the system of calling the camera in when the sensor is in stock to minimize down time. The procedure is not to send the camera in, but to request notification when a repair slot is planned, at which time Leica will collect the camera and replace the sensor within a more or less reasonable time span. In the meantime the camera can be used with a bit of spot removal in postprocessing. I suppose that one can request express repair for a one-week turnaround (not free).
The long waits reported are cameras that are sent in without appointment.

I don't think this is true. I sent mine in cold and was told 8 -10 weeks.

Cal made a reservation, and when his was called he was told 8 weeks.

Of course, who knows what the actual time will be for either of us.

I thought I would be perfectly content using my X-Pro, but I'm not. I really want my MM back. 🙂

John

 

[SaveKodak]

Here is a thread with further horror stories about Leica service, many regarding the uber luxury S system's many failures.

It's neither acceptable or charming to treat people who bother to pay the absurd premium on Leica gear this way.

 

[mpaniagua]

I stumbled across this thread, and the difference in service quality/turn around time between Sony and Leica is stunning. Let alone comparing it against Canon or Nikon.

http://www.fredmiranda.com/forum/topic/1411531

There really is no excuse.

Problem is in numbers Huss. Greater number of repairs justify having a bigger repair staff and a larger stock of replacement parts. So, faster turnaround times. And by greater numbers I mean there are a lot more Nikon cameras around than Leica M9.

Regards

 

[splitimageview]

Leica NJ took forever on my Leica Q repair. The original estimate was 3-4 weeks; it took six months.