Question: M8 Repairs / Leica Solms Customer Service

dcsang

dcsang

Canadian & Not A Dentist
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Jun 16, 2005
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Ok.. I'm really confused now.

Here's the lowdown.
As you may be aware, my M8 had issues and I sent it in.
I purchased it on April 14 and it went back on April 29 for service.

Today I received a letter from Leica Customer Service in Solms.

I was happy because:
Leica actually has the camera.
Leica acknowledges that I have had issues with the camera.
The camera is at Leica Solms and not Leica New Jersey (which I've heard some sketchy comments about)
Leica outlines what they need to fix - replace the CCD, adjust shutter times, exposure meter, range finder, clean range finder, adjust all parts.
They also need to replace the circuit board.

I was unhappy because:
Leica lists the costs associated with this repair and then states in the letter that the repairs cost 591.50 Euro and they ask to communicate to them the preferred manner of payment :rolleyes::rolleyes::rolleyes::rolleyes:

I also note at the end of the letter the link to http://www.leica-camera.us/service/service_and_repair/repair_tracking/ which I follow and input my Service Order number. It comes back stating that the camera is (as of May 13 ) "in repair".

The letter's date is May 8.

So, I wonder, do they realize that I'm not paying for this repair or are they proceeding with the repair and expecting me to pay.. because I AM NOT paying to get the camera repaired that is still under warranty.

Curious,
Dave
 
I think you're being very unreasonable Dave ... after all you had the camera for just over two weeks so obviously the shutter times, rangefinder, exposure meter etc will need attention ... that's obvioulsy what the 591.50 Euros is for.

The circuit board and CCD are obviously being replaced for free.

Sheesh ... you M8 owners are hard to please! :p
 
I'd just give them a call or send an email asking clarifications. Because if it is under warranty, you shouldn't have anything to pay, unless the warranty only cover parts.... which would be very sketchy for a camera that cost so much.
 
Oh.. I will be calling / emailing them.
Also just going to check in with my dealer to be sure what's going on.

This sort of thing just makes me awfully nervous that's all.

I think the adjustments are "standard" in the sense that they have to do that to all the cameras they receive.. probably to cover their a$$es in case someone sends in an old RF that is craptacular and it comes back in the same or worse condition.

Dave
 
We're all rootin' for you Dave!

I have just renamed my own M8 (still working pefectly thankyou god) "The Jewel of Denial!" :p
 
I was hoping for some actual input but I guess I'm not going to get any..

I'm glad I could provide a laugh though :rolleyes:

Dave
 
I can't believe that Leica are realistically going to expect you to part with any money Dave. I suspect this is just some type of form procedure that has little meaning to the end resulting warranty claim!

But yes ...you have provided us with some amusement ... well not you ... Leica!

If my M8 ever gives me a major problem I suspect I'll dig a large hole in the yard, drop it in, cover it over and walk away counting my losses! :p
 
Well, the good news is I've emailed my dealer and he's requested a copy of the letter which I scanned and sent to him.

He's going to work with his supplier to take care of it - I would A$$ume that means that he'll take care of it and I won't have to "worry" about it.

Patiently,
Dave
 
I have a strong suspicion this one is going to be solved very smoothly. I had i similar experience with a C-Lux once. AF had disappeared. I never registered it and had lost the original bill and my dealer had lost the record of sale in a computer upgrade. So I mailed Leica and explained the situation. They said "No problem, we have a record of when it was sold" Then I got an estimate, as they had seen a dent in the top plate and claimed it was damage from dropping the camera. I replied that the dent was there before the AF died and they repaired it under guarantee without a murmur.
Just mail them and query the estimate and the problem will vanish imo. I have seen more strange things in this respect in Solms.
I have received estimates and requests for authorisation after the camera had been repaired I have received estimates three times, etc. Each and every time there turned out to be no problem.
I have the impression the estimate administration department is in another town or maybe another planet.
 
You're a much more tolerant person than I, Dave. I envy that you can be so laid-back under the circumstances. You'll probably live a lot longer than me and never get high bloodpressure. If my M8 had gone crappola 2 weeks after I bought it I would have appealed to my dealer (Tony Rose in my case) to get me another one through Leica-USA in exchange. From stories I heard about the kind of businessman he is, I bet he would have. It was one of the reasons I decided to buy from him. If that didn't work then I would have taken the matter to Christian Erhard, and if that didn't work then as a last resort I would have contacted AMEX, who are very cooperative in such matters.
 
Thanks for the info Jaap - I believe you're correct in your assessment.

Ben, ya.. I guess I can be fairly patient and "laid back" - I guess it must be something deep inside me because I always think of this "stuff" as just "stuff" - that is, material things being just things. I know we all assign value to such items and heck, even I know that the cost of the M8 is nothing to simply sneeze at or slough off as costing mere pocket change. But I guess, whenever stuff like this happens I always think about the big picture.

Don't get me wrong, I get upset, disappointed, saddened, angry, and frustrated just like everyone else does but that stuff soon passes once I consider that I've got a roof over my head and lots of food in my fridge. :)

Maybe that's just my perspective on most things. It helps me sometimes, and other times hinders me because maybe there are times when I really should be that big pain in the A$$ of the company that has disappointed me.

Cheers,
Dave
 
In all seriousness, why didn't you return the camera and get a replacement. Any dealer, even online (as long as you buy from a reputable vendor) would have taken the camera back and/or exchanged it. After only two weeks you couldn't have had an emotional relationship with that particular M8. Won't you always wonder in the future if Solms really did fix ALL the problems this new M8 displayed?
 
RF-Addict said:
In all seriousness, why didn't you return the camera and get a replacement. Any dealer, even online (as long as you buy from a reputable vendor) would have taken the camera back and/or exchanged it. After only two weeks you couldn't have had an emotional relationship with that particular M8. Won't you always wonder in the future if Solms really did fix ALL the problems this new M8 displayed?
Click to expand...

Your questions are answered in this thread:
http://www.rangefinderforum.com/forums/showthread.php?t=58242

Specifically this post:
http://www.rangefinderforum.com/forums/showpost.php?p=808837&postcount=16

But in case you don't click the links - I did return the camera.
The camera is under warranty so it's getting repaired.

I don't have an "emotional relationship" with any of the cameras I own or use. For me, to attach an emotional relationship to some material object is silly.. that's just my opinion and I know others will differ on that.

What's there to wonder about?
Solms has stated what they intend to do to fix the issue at hand. It's easy enough to determine if it gets fixed or if it doesn't get fixed within the first couple photos right?

Dave
 
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