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Archive 2024Done with Leica

  
 
Fred Miranda
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p.4 #1Done with Leica
Their support is actually good. However, the main problem lies in the lengthy repair process, especially for customers in the USA, as some items need to be sent all the way to Germany, further complicating matters.

chez wrote:
The question isn't how reliable are Leica's, it's how does Leica support their customer after the initial sale. Here, it appears like Leica falls flat on it's face...which is very disappointing given it is a luxury brand.

Feb 07, 2024 at 07:30 PM
airfrogusmc
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p.4 #2Done with Leica
I have heard of people being well out of warranty and Leica repairing at no charge to.
Feb 07, 2024 at 07:48 PM
Desmolicious
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p.4 #3Done with Leica
airfrogusmc wrote:
I have heard of people being well out of warranty and Leica repairing at no charge to.


Leica customer service came through for me last week.
A year or so ago I had bought a used pair of binoculars from Camerawest. They were missing the simple cord strap. Camerawest apparently could not locate one for me. I let it slide for a while, having MacGuyvered a solution.
But it bugged me so I wrote to Leica via the contact info on their website. Got a reply the next day - $10! including shipping.

Cheapest thing I ever bought from Leica, and I got it in a week. Of course I spelled my name Guss Gardan so they wouldn't realize I was the dood giving them grief about the M6, but still.
Feb 07, 2024 at 07:54 PM
chez
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p.4 #4Done with Leica
Fred Miranda wrote:
Their support is actually good. However, the main problem lies in the lengthy repair process, especially for customers in the USA, as some items need to be sent all the way to Germany, further complicating matters.

chez wroteThe question isn't how reliable are Leica's, it's how does Leica support their customer after the initial sale. Here, it appears like Leica falls flat on it's face...which is very disappointing given it is a luxury brand.


Service also includes dealing with the problem within a reasonable timeframe. In the OP’s case, the timeframe is not reasonable…in fact the timeframe is undefined.
Feb 07, 2024 at 08:44 PM
RustyRus
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p.4 #5Done with Leica
Fred Miranda wrote:
Their support is actually good. However, the main problem lies in the lengthy repair process, especially for customers in the USA, as some items need to be sent all the way to Germany, further complicating matters.

chez wroteThe question isn't how reliable are Leica's, it's how does Leica support their customer after the initial sale. Here, it appears like Leica falls flat on it's face...which is very disappointing given it is a luxury brand.


I agree with this-

Leica isn’t fast but they took care of it when it hit my place in line.

Feb 07, 2024 at 08:45 PM
airfrogusmc
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p.4 #6Done with Leica
newyork wrote:
Just getting into Leica with a used m10, this thread has me terrified


Ha ha. Go to any brand specific forum and you will get terrified.....
Feb 07, 2024 at 09:22 PM
TR3B
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p.4 #7Done with Leica
Desmolicious wrote:
airfrogusmc wroteI have heard of people being well out of warranty and Leica repairing at no charge to.
Leica customer service came through for me last week.
A year or so ago I had bought a used pair of binoculars from Camerawest. They were missing the simple cord strap. Camerawest apparently could not locate one for me. I let it slide for a while, having MacGuyvered a solution.
But it bugged me so I wrote to Leica via the contact info on their website. Got a reply the next day - $10! including shipping.

Cheapest thing I ever bought from Leica, and I got it in a week. Of course I spelled my name Guss Gardan so they wouldn't realize I
...Show more →

That is beautiful!
You are Desmo Dee Man

Feb 07, 2024 at 10:33 PM
Jepser
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p.4 #8Done with Leica
My brother has allways dealt with his service or repair needs directly with Leica in Wetzlar and has had zero complains. We live in Sweden but he likes to go there in person. And every time he got equipment on loan when they do the repair.
Feb 08, 2024 at 03:04 AM
LBJ2
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p.4 #9Done 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 →

I see you posted an update on DPReview. Good news!

"update: I got to the USA head of customer relations who is intervening and now I'm going to get back my working Q3 within a week. The lesson is that I needed to make lots of noise and research who, up the chain, would be in a position to help... "
https://www.dpreview.com/forums/post/67516005

**Looks like another DPR member recommended to contact the Director of Customer Service Leica USA:
xxxxx . ( Good to know for future reference) ✅
https://www.dpreview.com/forums/post/67514999
Feb 08, 2024 at 07:15 AM
Desmolicious
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p.4 #10Done with Leica
LBJ2 wrote:
brick33308 wrotebad 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 see you posted an update on DPReview. Good news!

"update: I got to the USA head of customer relations who is intervening and now I'm going to get back my working Q3 within a week. The lesson is that I needed to make lots of noise and research who, up the chain, would be in a position to help... "
https://www.dpreview.com/forums/post/67516005

**Looks like another DPR member recommended to contact the Director of Customer Service Leica USA:
xxxxx . ( Good to know for future reference) ✅
https://www.dpreview.com/forums/post/67514999


That is good news but the big problem is the OP was told this, which basically is either a lie or demonstrates extreme incompetence/absolute lack of care to get anything done:


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.
Feb 08, 2024 at 10:00 AM
LBJ2
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p.4 #11Done with Leica
Desmolicious wrote:
LBJ2 wrote
brick33308 wrotebad 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 see you posted an update on DPReview. Good news!

"update: I got to the USA head of customer relations who is intervening and now I'm going to get back my working Q3 within a week. The lesson is that I needed to make lots of noise and research who, up the chain, would be in a position to help... "
https://www.dpreview.com/forums/post/67516005

**Looks like another DPR member recommended to contact the Director of Customer Service Leica USA:
xxxxx . ( Good to know for future reference) ✅
https://www.dpreview.com/forums/post/67514999
That is good news but the big problem is the OP was told this, which basically is either a lie or demonstrates extreme incompetence/absolute lack of care to get anything done:

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'm hoping glass-half-full for the OP 🤞🏼
Feb 08, 2024 at 10:45 AM
Desmolicious
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p.4 #12Done with Leica
LBJ2 wrote:
Desmolicious wrote
LBJ2 wrote
brick33308 wrotebad 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 see you posted an update on DPReview. Good news!

"update: I got to the USA head of customer relations who is intervening and now I'm going to get back my working Q3 within a week. The lesson is that I needed to make lots of noise and research who, up the chain, would be in a position to help... "
https://www.dpreview.com/forums/post/67516005

**Looks like another DPR member recommended to contact the Director of Customer Service Leica USA:
xxxxx . ( Good to know for future reference) ✅
https://www.dpreview.com/forums/post/67514999
That is good news but the big problem is the OP was told this, which basically is either a lie or demonstrates extreme incompetence/absolute lack of care to get anything done:

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'm hoping glass-half-full for the OP 🤞🏼


It seems his issue will be resolved, the problem I have is Leica was completely dismissive to him until he found the right person to talk to. They basically told him they have no idea when his under warranty camera would be repaired. And somehow thought that was a satisfactory answer.
I honestly could not imagine worse customer service than that.
Feb 08, 2024 at 10:49 AM
Oldwino
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p.4 #13Done with Leica
By way of an example with regard to service:

on Jan 24 (of this year!) I sent my Sigma Art 40mmf1.4 F-mount lens in to Sigma NY to have it converted to L-mount. They provided me with an estimate the day after it arrived, and informed me that the lens would have to go to Japan for the conversion. I received it back today (2/8/2024), work completed, even some of the lens barrel swapped out for new to fix some very minor cosmetic damage, for $287 incl taxes. It's like a new lens.

thank you Sigma!

Feb 08, 2024 at 01:07 PM
newyork
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p.4 #14Done with Leica
Ye, this is very true.

airfrogusmc wrote:
newyork wroteJust getting into Leica with a used m10, this thread has me terrified
Ha ha. Go to any brand specific forum and you will get terrified.....

Feb 08, 2024 at 02:11 PM
chiron
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p.4 #15Done with Leica
LBJ2 wrote:
brick33308 wrotebad 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 see you posted an update on DPReview. Good news!

"update: I got to the USA head of customer relations who is intervening and now I'm going to get back my working Q3 within a week. The lesson is that I needed to make lots of noise and research who, up the chain, would be in a position to help... "
https://www.dpreview.com/forums/post/67516005

**Looks like another DPR member recommended to contact the Director of Customer Service Leica USA:
xxxxx . ( Good to know for future reference) ✅
https://www.dpreview.com/forums/post/67514999


Good outcome for the OP, which is great. But the mystery question is: How did the "unavailable" part suddenly materialize?
Feb 08, 2024 at 03:23 PM
brick33308
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p.4 #16Done with Leica
I'm the OP, had forgotten about this thread until today I got an email notification that someone had responded to this thread. So here's the final upshot.

Leica did right by me. They ended up sending me a brand new Q3 which I promptly sold for the original price I paid including shipping. I could have charged more than full retail as I'm seeing that continuing to be the case, but I was content to just get my money back. And I've struck up a nice friendship with the person who bought it - he's thrilled and I've been giving him tips on using it.

Then I went in a completely different direction. I decided I wanted to get back to my photographic roots when I shot a little manual focus Canon AE1 back in the 70's and 80's with Kodachrome and Tri-X. I decided that a manual focus rangefinder with some small excellent glass was something I'd like to try. So I did lots of research, almost got a M9, but ended up with a mint used M10. I got it from KEH - I've bought from them over the years when I couldn't find what I was looking for on FM's buy/sell, and they're a pleasure to deal with and have an excellent return policy. I bought from them even though they were a bit higher than I could have paid buying from FM because I wanted and got a 3 year warranty for defects/accidents for a modest price. I considered the M10R (I could easily have afforded it) but didn't want the extra mps for a variety of reasons. And at the off the record advice of the WONDERFUL person with Leica customer relations (with whom I've become friends - I send her pics all the time, she loves getting them and staying in touch) I decided to stay away from the M11 which continues to be plagued by similar problems as affected my Q3. I also had a revelation: When I got my original Q years ago, I absolutely loved it and loved its images. Then when I got the Q2 (similar sensor and just slightly higher mps than the M10R) I was disappointed by its images compared to the original Q. Then when I was considering what M cam to get, I learned that the M10 has the exact same sensor as my original Q, and I also read that the higher mps of the M10R highlight focus issues that aren't other apparent with 24mps of the M10.

I then tried out several lenses for my M10, but finally settled on the Voigt 24/2, Voigt 25/1.4 and Leica Summilux 50/1.4 asph (the last being my absolute favorite lens). Oh, and I bought all those lenses used, mint condition from FM buy/sell. One of the sellers and I had a laugh - we realized after the transaction that I had at the beginning of the year sold him a Sony A7Riv

I've rediscovered the joy of shooting that I had with my original manual focus Canon, and wonderment of images that I had with my original Q. I still have my Sony A7RV that I'll use once a year when I shoot the dress rehearsal of the Asheville professional ballet, and yes it locks onto eyeballs and doesn't let go and produces images so sharp they'll cut you, but to my eye they're sterile, clinical, "soulless" whereas my M10 images really connect with me on some other level. I'm constantly finding reasons to sling my little M10 with attached 50 lux over my shoulder (something I haven't felt like doing in ages with my computer attached to a honking lens, i.e., my Sony) and go out and shoot.

If I haven't bored you with this already too long thread, here are pics I've taken in the month since I got the M10: https://brick.smugmug.com/Photography/Leica-rangefinder-photos

Bottom line: I'm back in love with Leica, can't imagine ever wanting a newer M model because I love the M10 so much.
Mar 19, 2024 at 06:43 AM
Stephen G
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p.4 #17Done with Leica
M10/M10R is probably closest to problem-free Digital Ms that Leica has made, congrats on the move
Mar 19, 2024 at 06:47 AM
retrofocus
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p.4 #18Done with Leica
Stephen G wrote:
M10/M10R is probably closest to problem-free Digital Ms that Leica has made, congrats on the move


+1. M 240 series also but falls behind the M10 series reputation due to a bit thicker camera body and longer startup time. Often overlooked is that the M10-R is only by its name related to the M10 series - it's newer sensor is very different from the M10. The pre-pandemic designed M10-R is IMO one of the best digital M cameras. Potentially the future M12 might regain a similar good reputation.
Mar 19, 2024 at 07:15 AM
Stephen G
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p.4 #19Done with Leica
M240 I think was a little flakey as it was their first dabbling in Live View for M.
I had some shutter issues with mine that required warranty service as well as the shutter button itself.

M10R is truly a great camera, it's going to hold me over til whatever replaces the M11 (the seemingly most buggy M generation since the M9).
Mar 19, 2024 at 07:30 AM
brick33308
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p.4 #20Done with Leica
The M10R contains a sensor that supposedly has better low light high ISO performance. However I’ve taken plenty of night shots at 12500 and higher, images are perfectly fine. And in the few instances where I felt noise reduction is called for, either ACR’s AI noise reduction or DXO Raw does a terrific clean up job. Again another reason I’m happy with my M10 and expect to be for a long time.
Mar 19, 2024 at 07:31 AM
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