[Leica] Solms Service

[leica at dmason.net (Dave Mason)]

I agree that most service issues take money and human resources, but
some don't. A simple email instead of sending me a letter 2 months
later would save Leica time and money. Actually getting that "Sorry"
goes further than hearing nothing. A little communication from the
current staff would go a long, long way. As it stands they all appear
to hate their jobs and their customers. Something Leica needs no money
to fix.


Dave


"Frank Filippone" <red735i@earthlink.net> writes:




> Do I have direct knowledge of Leica?  No.  
>
> However I pay attention to their track record, the complaints of
> their customers, the fact that several of the LUG members seem to
> have the contacts to reach inside Leica and get what they want ( and
> therefore the uppers do know that there is some level of complaints
> that can not be addressed through normal channels), and the business
> man inside me says... they know, but have no fiscal way or no idea
> of how to fix it.  It costs money to fix customer service
> problems..... loaners cost money, repair techs cost money, training
> techs is probably the most expensive problem, especially in the new
> M8 and DMR world.  They don't have spare change, no less real money
> to fix these things.  On top of that, everyone in the SLR world
> wants a new Digital R10 with AF, same lens mount, using the same old
> lenses, etc. etc. etc.  Where would you spend your dollars?  R+D for
> the future, or in spare M8 bodies to lend out to customers that have
> already paid their drachmas?
>
> The M8 is a problem in the service area.  We have pretty good
> documentation of that.  However, Leica has never been good... I had
> an M6 in for a CLA and they put on someone else's body shell... it
> had a honking big dent in it that precluded the use of film on the
> camera.  Did I get a loaner?  No.  Apology?  No.  I got my camera
> repaired in a few weeks.  Others, Brian and SD among them, have had
> problems with customer service... lenses go missing for months into
> the Leica repair department....  Some of them brand new and under US
> Passport Warranty.
>
> No, it is not acceptable, but if you want the worlds' best glass,
> you learn to tolerate it......as best you can.