Solms - very bad service

[Howarthp]

All

I sent my M9 back to Solms as the rangefinder needed focus adjustment. I was told that this would take 2-3 wks. Now, nearly 5 wks later I've been told that, because of Photokina, all servicing is backed up and Leica are unable to tell me when I'll get my camera back.

I'm in the UK and Leica recently shut down UK based servicing in favour of a faster, more efficient service based out of Solms.

I find this to be totally unacceptable. I've also had a lens on order for over 10 months and Leica are not able to give me any type of update as to when I may get this.

If I offered this type of service from my business we'd be out of business very quickly. I am extremely frustrated

 

[cam]

i don't know what to say. i have found their service superb, quick and professional.

when my camera took so long to be repaired, it was not Solms inefficiency, but rather the middleman's fault. did you send yours in directly? (if not, it may not be Solms you should be angry with...) i know now that it is the only way to do it --send direct!

i imagine the lens you are waiting for is the new 35mm Lux? a *lot* of people are miffed about that! i believe i've heard that they've ramped up production, finally, now that they are more or less caught up with M9 orders. i hope for your sake that this is true. it looks to be a lovely lens, worthy of the wait.

 

[swoop]

I've had good experience with Leica service the handful of times I've needed them but I've always dealt with Leica USA. Never Solms.

I'm waiting for the 50 summulux asph to come back in stock. Their lens availability really took a hit with the M9. Lenses flew off the shelves and they haven't been restocked since.

 

[rbrooks]

I am also having the same problems. My M9 was out of spec from the time I opened it. Was told it could be a quick turnaround. And now we wait and wait.
I'm leaving for my big vacation that I bought the M9 for. But I won't have it in time.
Leica sits on my money and my camera.

 

[cam]

rbrooks,

i have to ask you the same question. did you send it to Solms directly?

have you informed them the date you need it returned by and why?

 

[Howarthp]

Well, I spoke to Leica UK yesterday who said they'd chase Solms to see if they could expedite the fix. I sent the camera in via my dealer rather than directly but understand that it was sent the day that I deposited it.

The lens I'm waiting for is the 90mm f/2, not the 35 'lux - don't think I could wait for that length of time!

There are plenty of premium brands (outside of the photography field) that, like Leica, are not in a position to fulfil orders immediately. However, the ones I've dealt with all seem to have better management information systems than Leica. They say there will be a delay in fulfilling an order but know, with a degree of accuracy, how long you'll have to wait.

Like rbrooks, I've got a big event next week (my 40th!) and wanted my M9. Looks like it'll be a D3 event insteady.

Cam - yes Leica are well aware of the dates

 

[cam]

my dealer sent my camera out the next day, but it sat at the mother ship for almost a month. if i hadn't been in contact with Solms, i never would have known they hadn't sent it in yet, and possibly it would still be siting there.... it was very frustrating! so you see, i do understand.

i think the protocol that Leica seem to have in place, dealer sending it the mother ship for that country, who then send it to Solms is antiquated. i don't trust that everything is sent to Solms immediately. maybe i'm just gun-shy, but that has been my experience. i will always send it directly to Solms from now on (knock on wood), despite the additional expense and hassle.

depending on when your 40th is (congratulations!), i would try to contact Solms directly. quite a few of their english-speaking service representatives are still at Photokina, though, so you may have to wait until Tuesday if you don't get a satisfactory response on Monday.

they are truly a great bunch there and will bend over backwards to get the camera back to you in time. if not, have you asked your dealer or Leica UK to loan you a camera for your event? you really should!

as for the 90/2, it's odd... it's one of the lenses on my lust list, so i have been noting that they seem more difficult to obtain. (i kept on hoping they would announce a new lens so i could get an "old" one cheaper 😉 ) have you checked with other dealers in the UK, though? i know i *have* seen them available.

not that it does you any good without a body....

but do ring them up. give them a chance to redeem themselves. and remember: You catch more flies with honey! :angel:

 

[Howarthp]

Cam

Thank you for your words of advice - they're much appreciated. I'll try various avenues on Monday and let you know how I get on.

Cheers

Paul

(p.s. do you know why this particular thread has been moved?)

 

[cam]

remember -- don't get too frustrated if it's hard to reach anyone on Monday... they've been working their bums off at a trade show for a week, probably being screamed at by some (never a good idea when you want assistance).

the thread was moved, i believe, because you were moaning about service rather than a particular problem -- like is my rangefinder off? don't take it personally and, no, it's not a conspiracy. they just try to keep the forum tidy 😉

 

[Paul Luscher]

Leica service tends to take their time, which doesn't bother me. I'd prefer slow, patient, quality work ( hey, that's how Leica makes its cameras), than quick, slapdash service.

Only problem I ever had with Leica service (N.J.) was when I sent my MP to them. When it came back, the film advance and shutter appeared to be jammed, and the Rapidwinder seemed to have been slammed on by a gorilla--it was a real struggle to get it off. Finally managed to get everything to work right, though there were some moments of heart palpitation before they did.

I did not appreciate what appeared to be rough handling of my camera, and I told Leica so. I suspect I might be behind a comment that was on here some time ago about Leica's service dept. saying there had been some anger directed at them (I do admit they did fix the problem with my camera, however...).

 

[ramosa]

Howard:

I hear you in regards to Leica and the delays on some news lenses.

After reading your post, I was wondering what lens you were waiting for? Ahem, per my reading of your second post. Same as me: the Cron 90mm ASPH. The other day, I read online (somewhere) that Leica has stopped producing them, while trying to improve focus perfomance for use on the M9. (I'm not sure if that's true, but I have not seen this lens in stock at any of the normal sellers [e.g., B&H, Aldorama, Popflash] since I began looking in the spring.) Odd, though, I think they were available new at a shop in Paris, but that was before I realized they were so hard to find in the States.

I, too, have wondered if I should wait and wait and wait for this lens. I would love it, but wonder if I should buy a relatively inexpensive used 90mm to use in the meanwhile (maybe something like a Hex 90mm).

Anyway, hope Leica returns you under-repair lens soon ...