This topic is in the 2024 archive. You can read it and like its posts here. It is read only.
Archive 2024Done with Leica
p.1 #1Done with Leica
bad gear, worse customer service
I bought the Q3 in August, price was $6,000.
5 weeks ago the camera died, I sent it to Leica repair in NJ. They’ve had the camera for 5 weeks, and only today have told me that they need a part to repair the camera that is on backorder, and they have zero idea when the part will be available.
I think that’s outrageous and believe if Leica is basically telling me I’ll have to wait possibly indefinitely to have my camera repaired, that Leica should immediately either give me a brand new Q3 or give me a refund.
I seem to be getting no response from the low level customer service and repair people, so I've been trying to go up the line for help.
Again, this $6,000 camera is less than 6 months old and Leica seems to be unconcerned.
I've learned my lesson. As much as I love the Q3, I just want out and my money back.
I bought the Q3 in August, price was $6,000.
5 weeks ago the camera died, I sent it to Leica repair in NJ. They’ve had the camera for 5 weeks, and only today have told me that they need a part to repair the camera that is on backorder, and they have zero idea when the part will be available.
I think that’s outrageous and believe if Leica is basically telling me I’ll have to wait possibly indefinitely to have my camera repaired, that Leica should immediately either give me a brand new Q3 or give me a refund.
I seem to be getting no response from the low level customer service and repair people, so I've been trying to go up the line for help.
Again, this $6,000 camera is less than 6 months old and Leica seems to be unconcerned.
I've learned my lesson. As much as I love the Q3, I just want out and my money back.
Feb 05, 2024 at 11:24 AM
p.1 #2Done with Leica
Try asking for a loaner until yours is fixed. If a Q3 isn't available then ask for a Q2, they are still very capable, that's what I have.
Feb 05, 2024 at 11:36 AM
p.1 #3Done with Leica
Run it up the flagpole, they should give you a brand new unit, or a loaner, and some type of compensation. If you buy a luxury item, you pay and expect premium service as well.
Feb 05, 2024 at 11:40 AM
p.1 #4Done with Leica
Regrettably, this appears to be a common issue for numerous repairs. Some may even take more than 6 months to get resolved. The timeframe depends on various factors such as the availability of parts and the complexity of the repair. Some repairs typically happen in Germany instead of NJ, there's a delay in shipping the equipment overseas for the repair process.
Feb 05, 2024 at 11:46 AM
p.1 #5Done with Leica
brick33308 wrote:
bad gear, worse customer service
I bought the Q3 in August, price was $6,000.
5 weeks ago the camera died, I sent it to Leica repair in NJ. They’ve had the camera for 5 weeks, and only today have told me that they need a part to repair the camera that is on backorder, and they have zero idea when the part will be available.
I think that’s outrageous and believe if Leica is basically telling me I’ll have to wait possibly indefinitely to have my camera repaired, that Leica should immediately either give me a brand new Q3 or give me...Show more →
See if the "Lemon Law" applies in Florida. In CA it applies to all consumer products not just cars. Basically if they cannot get it repaired in a reasonable time frame, they have to give you a refund.
Leica pretty much has been taking advantage of its customers by claiming lack of parts, etc. That is on them, not you. They have the very same parts to keep making and selling the cameras, but not to repair?
The only way Leica will change its ways is if there is push back.
bad gear, worse customer service
I bought the Q3 in August, price was $6,000.
5 weeks ago the camera died, I sent it to Leica repair in NJ. They’ve had the camera for 5 weeks, and only today have told me that they need a part to repair the camera that is on backorder, and they have zero idea when the part will be available.
I think that’s outrageous and believe if Leica is basically telling me I’ll have to wait possibly indefinitely to have my camera repaired, that Leica should immediately either give me a brand new Q3 or give me...Show more →
See if the "Lemon Law" applies in Florida. In CA it applies to all consumer products not just cars. Basically if they cannot get it repaired in a reasonable time frame, they have to give you a refund.
Leica pretty much has been taking advantage of its customers by claiming lack of parts, etc. That is on them, not you. They have the very same parts to keep making and selling the cameras, but not to repair?
The only way Leica will change its ways is if there is push back.
Feb 05, 2024 at 12:16 PM
p.1 #6Done with Leica
It is a risk which seems to be a bit more common in recent times with brand new Leica gear. My 2 Cents as work-around of the risk with broken Leica gear and long turnaround service time:
+ Buy used instead of new: The depreciation of new Leica camera gear is significant - buying used camera gear maybe one or two generations before the latest version from a reputable source might also provide a warranty. If then still something is off, the loss of value is less severe as with brand new gear. I personally would buy used if it was made before 2020 (see my last bullet point).
+ Asking for a loaner camera if repair time is very long or repair estimate time remains unclear at the Leica service center. Not sure though how often Leica is willing to give loader cameras out to customers - they might weasel their way out by claiming 3-6 months as "reasonable" due to missing parts, sending to Germany etc.
+ From my experience be in general careful with new electronic stuff made in the "post-pandemic" era until now (not only affects Leica!). We remember the lack of chips, supply issues etc etc. Manufacturers cut down cost, workers left etc. This all affects quality. I am sure it will get better and normalize in 1-2 years, but for now I would be careful (same for buying new cars etc).
+ Buy used instead of new: The depreciation of new Leica camera gear is significant - buying used camera gear maybe one or two generations before the latest version from a reputable source might also provide a warranty. If then still something is off, the loss of value is less severe as with brand new gear. I personally would buy used if it was made before 2020 (see my last bullet point).
+ Asking for a loaner camera if repair time is very long or repair estimate time remains unclear at the Leica service center. Not sure though how often Leica is willing to give loader cameras out to customers - they might weasel their way out by claiming 3-6 months as "reasonable" due to missing parts, sending to Germany etc.
+ From my experience be in general careful with new electronic stuff made in the "post-pandemic" era until now (not only affects Leica!). We remember the lack of chips, supply issues etc etc. Manufacturers cut down cost, workers left etc. This all affects quality. I am sure it will get better and normalize in 1-2 years, but for now I would be careful (same for buying new cars etc).
Feb 05, 2024 at 12:31 PM
RoamingScott
Offline
Activity
[X]
Details
p.1 #7Done with Leica
I have been told by many to "just buy a Leica already". While I'd like to on some level, the continued reported issues over numerous models tells me that it's a total crapshoot and not worth the risk of money or time. Better off buying a clean used model that does not have the oft reported problems than gamble on a new unit, but who wants old tech when buying a luxury product 
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that way
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that way
Feb 05, 2024 at 12:45 PM
p.1 #8Done with Leica
RoamingScott wrote:
I have been told by many to "just buy a Leica already". While I'd like to on some level, the continued reported issues over numerous models tells me that it's a total crapshoot and not worth the risk of money or time. Better off buying a clean used model that does not have the oft reported problems than gamble on a new unit, but who wants old tech when buying a luxury product
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse...Show more →
Definitely "just buy a Leica already" if I happen to be selling mine.
I have been told by many to "just buy a Leica already". While I'd like to on some level, the continued reported issues over numerous models tells me that it's a total crapshoot and not worth the risk of money or time. Better off buying a clean used model that does not have the oft reported problems than gamble on a new unit, but who wants old tech when buying a luxury product
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse...Show more →
Definitely "just buy a Leica already" if I happen to be selling mine.
Feb 05, 2024 at 01:41 PM
RoamingScott
Offline
Activity
[X]
Details
p.1 #9Done with Leica
I like my cameras with the paint still on them, thanks.
Desmolicious wrote:
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that wayDefinitely "just buy a Leica already" if I happen to be selling mine.
Desmolicious wrote:
RoamingScott wrote
I have been told by many to "just buy a Leica already". While I'd like to on some level, the continued reported issues over numerous models tells me that it's a total crapshoot and not worth the risk of money or time. Better off buying a clean used model that does not have the oft reported problems than gamble on a new unit, but who wants old tech when buying a luxury productAt the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that way
Feb 05, 2024 at 01:41 PM
p.1 #10Done with Leica
The only Leica I've had luck with, and this really is about luck, is a used M240, I just love it! It is reliable and works with zero issues, again this may be my good luck, but I've always heard great things about it. M8, M9, Q, all failed at some point, and I was done with these models too. Leica QC is virtually non-existent, repair, and customer service is definitely not per US standards, I don't even know why the NJ repair facility even exists, they quote outrageous repair prices, and the wait time is 7 weeks. I would never advise my friends to buy a Leica, because I cannot vouch for them as a company or as a product, and I would probably lose a friend. I will cherish my M240 until I pull the trigger on a used M10-R which has had at least a good break-in period.
Feb 05, 2024 at 02:37 PM
p.1 #11Done with Leica
I have 3 Leicas. The digital ones (M11 and M11M) have had some freezing issues, but after the last firmware update and having reset both cameras everything works fine so far. The third one (an M-A) works flawlessly. In my opinion, Leica is clearly overpriced if we take into account how poorly its software + hardware are integrated. Luxury brand in terms of price, fast food philosophy in terms of customer care.
And still (and maybe this is the real problem for most of us) I love the experience way more than using any other camera.
And still (and maybe this is the real problem for most of us) I love the experience way more than using any other camera.
Feb 05, 2024 at 03:10 PM
p.1 #12Done with Leica
Desmolicious wrote:
See if the "Lemon Law" applies in Florida. In CA it applies to all consumer products not just cars. Basically if they cannot get it repaired in a reasonable time frame, they have to give you a refund.
Leica pretty much has been taking advantage of its customers by claiming lack of parts, etc. That is on them, not you. They have the very same parts to keep making and selling the cameras, but not to repair?
The only way Leica will change its ways is if there is push back.
Some manufacturers just lie about not having parts to provide warranty repair, while they continue to churn out new product for sale. This isn't a Leica-only problem. I've reported similar problems with Negative Supply, where they have parts to manufacture new product to ship to their retailers, but they have no parts to honor a warranty claim for an existing owner and they leave you hanging for months.
The only way Leica or Negative Supply will change their ways if there is push back, and threads like these are important to keep potential customers informed of what kind of lousy customer service they might expect after the sale.
Edited on Feb 05, 2024 at 03:23 PM · View previous versions
See if the "Lemon Law" applies in Florida. In CA it applies to all consumer products not just cars. Basically if they cannot get it repaired in a reasonable time frame, they have to give you a refund.
Leica pretty much has been taking advantage of its customers by claiming lack of parts, etc. That is on them, not you. They have the very same parts to keep making and selling the cameras, but not to repair?
The only way Leica will change its ways is if there is push back.
Some manufacturers just lie about not having parts to provide warranty repair, while they continue to churn out new product for sale. This isn't a Leica-only problem. I've reported similar problems with Negative Supply, where they have parts to manufacture new product to ship to their retailers, but they have no parts to honor a warranty claim for an existing owner and they leave you hanging for months.
The only way Leica or Negative Supply will change their ways if there is push back, and threads like these are important to keep potential customers informed of what kind of lousy customer service they might expect after the sale.
Edited on Feb 05, 2024 at 03:23 PM · View previous versions
Feb 05, 2024 at 03:21 PM
p.1 #13Done with Leica
I only buy used gear now. I bought many brand new gear with issues straight out of the box that required a refund/exchange such as MP/M-A/M262. Leica QC and customer service is pure dog shit and I am surprised how they keep pulling rich suckers in. My M4 has been in Germany for repair since July and I got sick and tired of waiting so I requested it back a few weeks ago. I havent heard anything back from them yet..
Feb 05, 2024 at 03:21 PM
p.1 #14Done with Leica
RoamingScott wrote:
I like my cameras with the paint still on them, thanks.
At the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that wayDefinitely "just buy a Leica already" if I happen to be selling mine.
You will get the paint with the camera. It may not be on the camera, but it will be with the camera in a small zip-lock baggie.
I like my cameras with the paint still on them, thanks.
Desmolicious wrote
RoamingScott wrote
I have been told by many to "just buy a Leica already". While I'd like to on some level, the continued reported issues over numerous models tells me that it's a total crapshoot and not worth the risk of money or time. Better off buying a clean used model that does not have the oft reported problems than gamble on a new unit, but who wants old tech when buying a luxury productAt the end of the day, it's your job as a photographer to make an image, not the camera. If you use any brand as an excuse otherwise, the door to other hobbies or professions is that way
You will get the paint with the camera. It may not be on the camera, but it will be with the camera in a small zip-lock baggie.
Feb 05, 2024 at 03:31 PM
p.1 #15Done with Leica
I keep hearing such horror stories. It is unsettling and makes me a bit nervous about owning the system. Leica really does need to step up in this regard and sort their house out.
Feb 05, 2024 at 03:43 PM
p.1 #16Done with Leica
Maybe Leica considers their cameras as jewelry as well and they're not expecting the customers to actually use them..
Feb 05, 2024 at 04:03 PM
p.1 #17Done with Leica
I've been shooting Leica since 1977 and have had only 1 or 2 small issues that Dag took care of. I mostly shoot M cameras, though I have an S2, so maybe they are hardier.
Joel
Joel
Feb 05, 2024 at 05:41 PM
p.1 #18Done with Leica
I have heard two things about Leica service:
In Leica stores--where Leicas are sold at the retail level--the level of service is outstanding, gracious and impeccable.
In after-sales servicing of repairs, defects, and problems, Leica service is atrocious.
The difference seems to tell you something.
Feb 05, 2024 at 07:21 PM
p.1 #19Done with Leica
chiron wrote:
I have heard two things about Leica service:
In Leica stores--where Leicas are sold at the retail level--the level of service is outstanding, gracious and impeccable.
In after-sales servicing of repairs, defects, and problems, Leica service is atrocious.
The difference seems to tell you something.
Yeh…they are all white glove service until they get your money…then you are on your own.
I have heard two things about Leica service:
In Leica stores--where Leicas are sold at the retail level--the level of service is outstanding, gracious and impeccable.
In after-sales servicing of repairs, defects, and problems, Leica service is atrocious.
The difference seems to tell you something.
Yeh…they are all white glove service until they get your money…then you are on your own.
Feb 05, 2024 at 07:29 PM
p.1 #20Done with Leica
@brick33308 - If you bought it at a dealer, rather than online, has the dealer refused to help you? Who is the dealer?
The other route is to contact customer service at the headquarters in Wetzlar and see whether you can get a better response. As I recall the product has a two-year warranty...
The other route is to contact customer service at the headquarters in Wetzlar and see whether you can get a better response. As I recall the product has a two-year warranty...
Feb 05, 2024 at 07:56 PM