Lukewarm service from Leica NJ

SaveKodak said:
A fair amount of people use them professionally just not for the same projects that they might use their Canikons. A lot of wedding and portrait people have one around. They're great for certain parts of the day.
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Sure, but that is not what I said. I was alluding to the fact that it might not be beneficial to make a pro service for Leica, but just better service for all users.
 
Ko.Fe. said:
Nothing stays the same anymore. Our 2006 American Sienna is above of any American made American van, but it eats tires, disks and pads and nowhere near fuel economy they proclaimed. Recalls are plenty.

Jobs is gone long time ago, after it Apple is not inventing anything new and phones are manufactured in China. I have seen pictures from other phone manufactures couple of years ago with IQ above of Apple latest one.
My iPhone turns off once it is getting slightly cold. The message it shows - "it is too hot" 😡

Leica is very small camera, lenses manufacturer based in Germany. How good was Cosina service for American customers? I send e-mail to their official manufacturer representative in Canada. Dead end...
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It's a myth that Leica is a small company. They have about 72 retail locations globally and a network of independent dealers, plus a brand new large facility in Germany (which if you listen to Press releases is housed by people who drink wine and think about improving Chinese camera phones...). They just don't want to spend the $ on post-purchase customer care.
 
jsrockit said:
I think you have to take Cal's comments as light-hearted comments. It's mostly in good fun. As far as technicians go, I can see why being trained to do something would be a good thing. Sure, someone that was not factory trained might be good as well, I think if you have a choice... it's nice to have someone trained. I think that was Cal's point.
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John,

I was defining my reason for my choices specifically in answering Brennan's question. That was it.

I meant no insult to Youxin, but he was being grouped with others by Brennan. Clearly my choices not only annoy people; they also seem to have unintended consequences. I don't think I'm being arrogant here.

Being patient, waiting, and dealing with what it is, seems to offend a lot of people. Anyways I'm the one with skin in the game with a Monochrom getting a sensor replacement.

Also I need to repeat that Leica Service is not the only place that has long turnaround times.

Cal
 
SaveKodak said:
...They have about 72 retail locations globally and a network of independent dealers...
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Leica is small company.

Lomography used to have one store in Toronto. I don't recall any Leica direct stores here. Some dealers.
Our local Canon Canada new place is most likely as big as Leica Germany.
And if company is as big as Fuji it is offering try before buy any camera and lens.
 
brennanphotoguy said:
Again, I don't want to sound like I'm bashing the brand or anything or any of the techs. I just feel like some of these things could be avoided. They had the money to build this crazy facility in Germany and can afford to continue popping up boutiques but they can't seem to get a pro services facility up and going. I can't afford to own a Monochrom at this point in time but at some point I'd like to and at some point it will probably need a service and I'd really like to not have to worry about stuff like this. For some, owning these products isn't a big deal but for some of us it's a privilege to use it and when something goes wrong it really sucks when you can't use your favorite or only tool to create images.
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Brennan,

I'm with you that a premium brand should support premium service. If I were running Leica, service would be definitely more important.

My situation is different, but know I still feel privileged. I may have all this gear one can dream about, but guess where all my disposable income goes? I'm getting old, so its now or never/use it or loose it. For me the time is now. Hopefully it will happen for you when you are younger. It was about 9 years ago I only owned a Nikon F3P that I still own and use, and I only owned one camera. At that time I was 50.

In the almost 4 years I have owned my Monochrom the only problems I have had are with the usual bugs everyone knows about. Never a problem. Owning a Monochrom still seems like a dream come true. I would expect after sensor replacement many-many more years of use and pleasure.

Anyways I wish for you the best in the spirit of the holidays.

Cal
 
Anyone notice that the M system is not available on the Leica website? Just went there today to get a PDF brochure and all the M stuff seems to 404 on me. The other camera systems are still loading.
 
mpaniagua said:
I think you had it right. Same issue than with cars, you should be aware of their service cost in money and time before you commit to a system. This topic (Leica customer service that many people dont like) has been discussed before so its a well know topic. You should be aware of that before you commit to a product like Digital Leica camera's.

Do one really, absolutetly need a EVF camera? Does your customer really is asking for that? I think thats a personal choice. If you cant live with the service cost in both time and money, dont step into something that may screw up the fun.

Just my pre coffee rant.

Regards.
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Agree. That's why I have other cameras. I've downsized some Leica gear to have a better balance for sustainability.

There's the good, the bad, and the ugly. I still love Leica Digital though.

Cal
 
brennanphotoguy said:
Again, I don't want to sound like I'm bashing the brand or anything or any of the techs. I just feel like some of these things could be avoided. They had the money to build this crazy facility in Germany and can afford to continue popping up boutiques but they can't seem to get a pro services facility up and going. I can't afford to own a Monochrom at this point in time but at some point I'd like to and at some point it will probably need a service and I'd really like to not have to worry about stuff like this. For some, owning these products isn't a big deal but for some of us it's a privilege to use it and when something goes wrong it really sucks when you can't use your favorite or only tool to create images.
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Errr.. They do have a pro service, complete with loaners and expedited repairs. One just has to register beforehand. And they didn't build, but rent the facility in Germany from a consortium (which includes the real-estate branch of Mr. Kaufmann's interests)
 
SaveKodak said:
It's a myth that Leica is a small company. They have about 72 retail locations globally and a network of independent dealers, plus a brand new large facility in Germany (which if you listen to Press releases is housed by people who drink wine and think about improving Chinese camera phones...). They just don't want to spend the $ on post-purchase customer care.
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They have about 0.5% of the camera market. What is your definition of small?
 
One way or the other, Leica has failed to provide adequate service for their customers.

When I sent in my Q in February it went via an authorized dealer who is quite used to the lack of support. The poor service is the norm, even if you are one of Leica's larger dealers.

At the prices that one pays for new Leica gear, it's just unacceptable.

It has nothing to do with whether Leica is 'small' or 'large' or anything in between, and it has nothing at all to do with market share.

Since when is small market share an excuse for poor to mediocre service?

Clearly, Leica's priorities lie elsewhere, or perhaps there are simply enough customers who continue to buy regardless of the poor service, which means they have no incentive to improve.
 
jaapv said:
They have about 0.5% of the camera market. What is your definition of small?
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Hasselblad is a small company. Phase One is a small company. Both of these have fabulous post-purchase customer support. Leica is a large company (though not as large as others) who's users keep calling small to justify very poor service and support.
 
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