Sensor Replacement Policy 2017

[strobesync]

Sent mine in August 2017. Received invoice for $0 and saying the camera was sent to Germany. Still waiting, waiting, waiting.....

 

[Beemermark]

"Treasured tools" refers to the price of current M gear. For anyone relying on cameras (or any tool) for a living, a seven month wait just won't do. I'll be the first to admit that my feelings about Leica are shaped by the 62 year old model that I use every few days. Since a large part of the Leica rep is centered in reliability and dependability, it's hard to understand why seven month repairs are acceptable TO THEM..

Recently had my Rollei serviced by Oceanside camera, 4 1/2 months. It's been awhile since I've sent an M film body to DAG but I seem to remember a 6 month wait. So while not happy about the sensor issue I can put up with a 7 month wait.

 

[rfaspen]

One small difference between service with DAG and the current Leica service is...communication and expectation. Don (DAG) has always given me an honest estimate of how long before he can complete a service -- and he's usually close in that estimate. He also responds to 99% of my emails asking about status (which I don't often do because its not necessary). Leica just hasn't been very communicative and forthcoming with honest information.

Now that Raid has received back his M9, I'm getting hopeful mine will come home soon as well. If I remember correctly, Raid sent his in about a week before I sent mine. I honestly miss the M9.

 

[raid]

Someone else posted that he received his M9 a few weeks ago, and he mailed it to NJ in August 2017.

 

[Huss]

One small difference between service with DAG and the current Leica service is...communication and expectation. Don (DAG) has always given me an honest estimate of how long before he can complete a service -- and he's usually close in that estimate. He also responds to 99% of my emails asking about status (which I don't often do because its not necessary). Leica just hasn't been very communicative and forthcoming with honest information.

Exactly, I've used both DAG and Oceanside and the wait is long but they let you know where u are in the queue. They are accurate with their time estimate, communicate and are very good. Plus they never give the bogus 'waiting on parts' lie.

Funny how these two independent shops are more professional than Leica NJ.

 

[raid]

It could be that the total volume of cameras repaired never reaches the levels at which the NJ Leica center ended up with.

 

[rfaspen]

I strongly suspect Leica was quite overwhelmed with the M9 sensor repairs. It is the main reason why I "cut them a little slack". I don't think anyone was prepared.

Still, I appreciate professional behavior.

 

[ptpdprinter]

I strongly suspect Leica was quite overwhelmed with the M9 sensor repairs. It is the main reason why I "cut them a little slack". I don't think anyone was prepared. Still, I appreciate professional behavior.

Poor Leica. They are the real victim here.

 

[Huss]

It could be that the total volume of cameras repaired never reaches the levels at which the NJ Leica center ended up with.

No, and here's why. When the sensor on my M-E failed the first time, this issue was not fully publicized so most peeps weren't aware of it. There was no rush for repairs.
I paid $5500 for a camera that lasted 3 months before it broke.
Leica NJ still took 4 months to repair it.

They suck. No ifs ands or butts.

Nikon USA repaired my F6 in 3 business days. And I'm not even in their pro member program. And don't say we can't compare a big company like Nikon to poor little Leica. Nikon has a hugely larger workload to deal with as they are used by far more photographers. But they are professional in the way they support their photographers.

Leica has ONE FREAKIN PERSON in their service dept. But loves to open glossy showrooms in fancy parts of town to sell their stuff. They have made it quite clear what matters to them. For them it begins and ends at the point of sale.

FYI Rolleirepairs in Oceanside has 100% more technicians working than Leica NJ does. Yup, they have 2.

 

[rfaspen]

Poor Leica. They are the real victim here.

Oh, I'm not suggesting they're "victims". Only that they were likely caught out with the sensor corrosion issue. They were completely unprepared for the scale of the issue. I can forgive them for that. However, I would have expected a more robust and forthcoming response to the onslaught of repairs. It really isn't that expensive to honestly apprise customers of the current state of repair backlog and establish professional, ethical communication that treats customers like valued members of the greater enterprise. Others have pointed it out in this thread (and elsewhere) that many other companies seem to get this concept.

I would actually cut Leica a lot of slack if I received honest communication detailing the current situation and where I (and my camera) fit in. Even if they sent me an email stating that the current backlog is XXX cameras, and I am XXX in line to be repaired, and that the estimated timeframe is 8 or 9 months, I would have felt much better. Its also appropriate to provide occasional updates stating where I am in the queue and any revision on the estimated time to completion -- including 'bad news" such as needing to order more sensors and so on. That kind of detail in service is what I always thought seperated a luxury brand from a pedestrian or "junk" brand.

I know that in the past, Leica was very responsive and competent with existing customers. Including repairs, upgrades, technical assistance, and so on. That was my experience at least -- back in the mid-late 1980s.

 

[rfaspen]

Received an email today (May 1st). Said my camera repair has been completed and it should arrive home in about a week (I'm paraphrasing the actual email text).

I know others here have received that email, and they did get their camera. Although not in the 1 week timeframe suggested by the email. Still, it was nice to hear about progress and get me excited about the eventual return of my M9. I have honestly missed it, and lately I realized how useful it will be to have the M9 back. I had a portrait session about a week ago and decided to use only M-mount gear. My current digital M (M240) performed well during the session. But I had 2 focal lengths I wanted to use, and it occurred to me the M9 would have been useful and efficient. In the end, I changed lenses as needed and it affected the flow of the session. Also made me nervous about dust.

As an aside, I also had a film M along and the whole M-only session was quite enjoyable. I didn't miss using any of my other gear and the M gear handled all situations competently. Mostly available light, but a few images with off-camera strobe. My flash radio setup worked perfectly with both digital and film M. Whew.

 

[raid]

My M9 seems to function well with the new sensor and updated firmware.

 

[mlu19]

Mine was sent in right before deadline and got it back in my hands on April 10th. I emailed Leica NJ about 5 times. The repair was put on rush order after the 5th email on March 26th, received $0 invoice on April 4th and the camera on the 10th.

Despite the long wait, the communication from NJ was always replied back promptly within a day. Props to their customer service team.

 

[lemalk]

I sent in my M-E (thanks again, Huss!) in August last year. I waited patiently for a response...and heard crickets for about a month as I am assuming that Leica NJ had an influx of North American cameras during that timeframe.


I was optimistic that I could possibly receive the replacement before the holidays since the turnaround time was reported to be 8-12 weeks at that time.

In December, I contacted Leica reps and was told that they expected the camera sensor to be replaced within a week or two. I planned on the camera being back by early to mid January.


In February, I once again contacted Leica and was told that my camera was still in the queue...I do not know what this meant in terms of estimated time for repair.


I finally got an email this week letting me know that the camera was ready and was on its way. Many months (9 plus?) have passed since I last shot with that camera, and I do miss having a digital M. I am lucky that I also have a film M and a very potent Micro 4/3rds kit to help bridge the gap. I also am kinda proud that I was able to withstand the temptation to pick up a used M240 - although I hear that's a more reliable and robust M.


Here's to hoping that this M-E remains trouble-free for the rest of its useful (not obsolete!) life.

 

[Rob-F]

One small difference between service with DAG and the current Leica service is...communication and expectation. Don (DAG) has always given me an honest estimate of how long before he can complete a service -- and he's usually close in that estimate. He also responds to 99% of my emails asking about status (which I don't often do because its not necessary). Leica just hasn't been very communicative and forthcoming with honest information.

Now that Raid has received back his M9, I'm getting hopeful mine will come home soon as well. If I remember correctly, Raid sent his in about a week before I sent mine. I honestly miss the M9.

I should report that Leica's estimate was very fair in my case. They estimated eight months. I got my M9 back in 6 and 1/2 months.

 

[rfaspen]

I forgot to report. The M9 has returned home! Showed up several days ago.

All seems well with the camera. Right away when I picked it up, I remembered how much I missed the thinner body of the M9.

So far I've been using the M9 more than either the 240 or film bodies. I don't think its just the "honeymoon effect". I like the body dimensions combined with FF digital, M mount, etc. So, happy for now. I should be happy for a while.

....hmmmm, maybe I should pick up a new lens to celebrate the "homecoming" ? .....

 

[Ko.Fe.]

I'm getting used to M-E shutter again. Last night I was learning about focus shift from Cron 50 vs Canon 50 1.8 and while holding camera still I noticed how M-E shutter actually feels.
And both lenses are shifting 🙂.

 

[Calzone]

I forgot to report. The M9 has returned home! Showed up several days ago.

All seems well with the camera. Right away when I picked it up, I remembered how much I missed the thinner body of the M9.

So far I've been using the M9 more than either the 240 or film bodies. I don't think its just the "honeymoon effect". I like the body dimensions combined with FF digital, M mount, etc. So, happy for now. I should be happy for a while.

....hmmmm, maybe I should pick up a new lens to celebrate the "homecoming" ? .....

R,

Thanks for sharing the good news.

I own other digital Leica's too, but my MM was my first Leica digital. I agree that it is like coming home.

I love mine warts and all.

Cal

 

[filmtwit]

I just got my Monochrom back this afternoon.
About 5 month turn around and about 2 months quicker then I expected.

Thanks SF Leica.