RE: [Leica] Tri Elmar Repair

["Austin Franklin" <darkroom@ix.netcom.com>]

Kit,

> Okay folks, I've got the scoop from the director of warranty registrations
> at Leica USA.

No disrespect meant, but I don't know exactly what you asked...and you
didn't say this was a DIRECT quote from the reply...or your interpretation.
What is this person's name?  Can you post the email you sent, and the email
that has his reply?

> This supports everything I've already mentioned
> here.

If that is true, then it is in contradiction with what Leica has put in
writing before.

Anyway, what the "director" believes, what you believe or what I believe is
really irrelevant to a large degree.  What matters, in the big picture, is
what the warranty states, and what the law is, and how, if brought before a
judge, the judge interprets the warranty and especially any vagueries
therein.  I understand that Leica can do what they want, but that doesn't
make it legal, ethical or right.

I know if I send them a camera that has an International Warranty and they
refuse to repair it here (as I believe is what is granted under the terms of
the warranty card), for no good reason, I believe there would be some
liability that could be pursued.

> 2) Leica USA considers any product not bought in the USA and warrantied
> under their USA warranties to be gray market, for purposes of warranty
> service. In essence, it does not matter whether you bought the non-U.S.
> Leica product from a dealer in Germany, or from a dealer in the U.S.
> (whether authorized or not), if the product was not imported and
> registered
> through Leica USA, it's gray market.

I am curious if Solms know about this...and for that matter, sanctions it?
If they do know, and sanction it...I know I, for one, will not be buying ANY
new Leica gear at all.  I will buy used gear, where the terms are clearly
understood.  This supposed policy is just simply egregious, and I can't
imaging running a business with that kind of attitude and (lack of) service
policy in place.

So, according to you, anyone who buys a US product, and is traveling outside
the US, will (except possibly one might get it through some amorphous
unstated policy) NOT get timely warranty repair by the local repair
facility, but instead it will be sent to Leica USA...and probably not be
returned until LONG AFTER the trip is over, and therefore long after it's
usefulness would have been served for that trip...which, basically, screws
that person.  Good to know.

Second, if I am traveling to the US, and I need warranty service while in
the US, Leica USA will not repair my gear, but will send it to Germany...and
if I needed to use that gear any time in the near future (which is probably
longer than my stay), well, I'm, again, screwed.

Glad to know Leica stands behind it's products with such a "customer
friendly" warranty policy.

> In most cases,
> though, Leica USA will forward the non-U.S. product to Germany
> for repairs,
> because the international warranties are serviced by Leica AG, in Germany.

And the warranty does NOT state that...and if that is the case, it's weasely
for them to NOT state that clearly in the warranty paperwork.

As you have stated this (rather proudly it appears), IMO, it is an arrogant
and egregious policy.  I believe companies with this kind of bad attitude
will not be long in business, as there are plenty of companies less
arrogant, and more than happy to give outstanding customer service.  Sorry,
but Leicas just aren't that special to expect people to simply put up with
this crap.

Austin


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