Sensor Replacement Policy 2017

Calzone said:
Joe,

Bill, the Service Manager, told me effectively you are almost getting a brand new camera back. I do not think this is too much of an exaggeration.

My Monochrom was heavily used for four years where it was my main camera, and other than the wear on the top and bottom plates the camera is as if new.

I was told 8-10 weeks wait, but it ended up being 12 weeks. It has been all good for me.

Cal
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Good to hear Cal. They have both my M-E and my MM. The MM is getting a new sensor. I haven't heard yet on the M-E.
 
SlappyPeterson said:
Checked the status of my M9 sensor replacement this morning - status updated to "Repair Completed". Been almost 6 weeks since they received it. Hoping this means I have my camera in my hands soon!

The history:

Service order registered on: June 20
Order confirmation sent: June 23
In repair: June 23
Repair completed: August 3
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To round out my history, I officially received my M9 back yesterday! Woo Hoo!
 
That was quick. But you sent to Wetzlar. We'll see what the turnaround time is from NJ. Mine was received there around the same time your service order was put in.
 
Sent my Monochrom via local dealer on June 7th, got it back today. Apparently it already had a new sensor (!), but had a bad pixel only visible at higher iso. Service notice says "sensor repair", so I'm guessing that has been fixed. All in all, 10 weeks without need to replace sensor. Compare that to a week when the mirror fell out of my Canon 1ds2..
 
Well....I just checked my UPS tracking # and my M9 was delivered to Leica NJ....Today!

Um...took a while.

Now, what are the chances they don't unpack my box until tomorrow (Aug 16) and then its, "sorry, you didn't make the deadline"

I will pitch a fit. Took Leica a while just to get a mailing label to me (several days after talking on phone and emailing). I got my package to the shipping center within an hour of receiving the label. Then UPS takes an awful long time to deliver (10 days?). I have a pattern of luck here.
 
airfrogusmc said:
Good to hear Cal. They have both my M-E and my MM. The MM is getting a new sensor. I haven't heard yet on the M-E.
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Alan,

Getting a fresh almost new camera back is mighty cool for heavy user like you.

For me it definitely is a huge bonus because I hope to keep shooting my MM for decades.

Cal
 
SlappyPeterson said:
I would bet you're OK. They received the camera within the deadline.
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Thanks. I do hope so. I remember the customer service rep at Leica telling me, "oh, you have plenty of time" when I told her I was worried that the mailing label still hadn't arrived.

Now that I'm using an M240 while the M9 is away, I'm realizing how wonderful the M9 feels in the hand. The M240 is notably larger (as has been discussed elsewhere on RFF ad nauseum).

I wish everybody bon chance for a quick and favourable outcome.
 
I had Schiller's send my M9 3 weeks ago. Haven't heard if it needs a sensor yet. How long does that take?
 
If the camera is sent in through the dealer network things might be a bit slower. Your dealer should be able to communicate with Leica for you.
 
jaapv said:
If the camera is sent in through the dealer network things might be a bit slower. Your dealer should be able to communicate with Leica for you.
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I sent mine in last year using the Leica NJ provided pre-paid shipping label. I had a sensor replacement "appointment" and so expected a fairly short turn around. After a month or so I tried to get repair status but customer service would not respond to my emails and phone calls. I asked my dealer (Popflash) for help and Tony Rose was able to establish communication where I could not. My take away is Leica NJ may not care if I am happy, but they do like to keep their dealers happy.
 
Rob-F said:
I had Schiller's send my M9 3 weeks ago. Haven't heard if it needs a sensor yet. How long does that take?
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Schiller's will follow up and take care of you once you figure out which staff person is directly responsible for interactions with Leica.

For a small, business they seem to have a significant bureaucracy. At least that was my experience over a FUJIFILM X-Pro 1 pre-order that seemed to disappear into a black hole. But Schiller's always came through for me. After I relocated to the east coast I miss Schiller's. They are great.
 
raid said:
They also like to keep the Leica CEO happy. He cares about customer service.
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Apparently not if his USA office is so awful.

When I sent my Nikon D750 in for a shutter recall - Nikon:

1/ On their website provided a place where you could enter your serial #
2/ If your serial # fell under the recall, they then provided the UPS pre-paid shipping label that you could print out
3/ You would enter your info showing you had shipped
4/ They created an account for you that you could log into to check the status of your service call
5/ Your account shows all your service record, for all your equipment that you may have sent in
6/ All those service records have statuses - open or resolved - that you can re-open if you still have issues, write comments to, upload images to.

I got my camera back in a week.

It's just lip talk when the CEO says he cares about customer service but his regional offices do not.
 
Emile de Leon said:
Leica..luv it..or leave it...lol..
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I do have to say that I love Leica. Just hate the lack of support or care.

My M240 is what I want from a digital camera - a digital version of one of their film cameras. But I bought it used so the sting if/when something goes t1ts up wouldn't be so bad.
 
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