No reply from Leica for one month.

Discussion in 'Leica News and Rumors' started by M. Valdemar, May 1, 2017.

  1. M. Valdemar

    M. Valdemar Leica Place Rookie

    19
    Aug 5, 2013
    In the beginning of April 2017 I sent an email to Leica USA repair department requesting a sensor replacement for my M-9. They had already approved it a year ago, but I asked them to postpone it because they said they were having problems with sensor sourcing.

    I did not get a reply for several weeks after emailing them April 4, 2017. I emailed another department and got a reply from a Mark Brady telling me to email Roxana Lynch directly, which I did. She is supposed to be in charge of service.

    It is now over a month since I sent 5 emails to repair, Roxana Lynch and Leica-USA and made two phone calls, and still nobody at Leica will answer an email or return my call regarding service.

    I find this odd in the extreme and I wonder if this indicates problems with Leica USA? I'm now a little reluctant to even want to send my camera there for fear I will not get it back for an endless span of time.

    Has anyone else had this experience with Leica?
     
  2. Brian

    Brian Super Moderator Subscribing Member

    Apr 3, 2013
    I sent the M Monochrom in ~8weeks ago, also had to Email several people directly to get a response. I get the feeling that they are overwhelmed with covering the cost of sensor replacements in out-of-warranty cameras, When I did send the camera, got an Email the day that it was delivered. So the receiving department works. The website has a form to fill out and include with the camera being sent in for repair. Once received, the sensor is evaluated. On mine: no doubt in my mind that small marks from corrosion are showing up. On my M9, which is now 6 years old: no signs of corrosion, and I pixel-peep. Odd! I wonder if there were batch problems with the sensor coatings. The M Monochrom got "babied" more than the M9, which has been to the beach and out and about.
     
  3. M. Valdemar

    M. Valdemar Leica Place Rookie

    19
    Aug 5, 2013
    Hmmm, I might have to go into constant emailing and pestering mode, or else call them directly until I get someone on the phone.

    I have had my M9 for about 6 years too. I got it as a refurb from Leica that had a full warranty at the time. The sensor is not too bad but I can also definitely see the telltale signs of corrosion starting to appear.

    My M9 has been everywhere. All over NYC in my bag, several times to Japan, to Manila, to London, not babied at all. Not one single problem with the cameras except for sensor corrosion as mentioned above. Camera has been dead reliable.


     
  4. M. Valdemar

    M. Valdemar Leica Place Rookie

    19
    Aug 5, 2013
    I finally got a reply after emailing Roger Horn directly and Leica in Germany. They sent me a prepaid UPS mailing label and I sent the camera off to Leica in NJ. The camera was delivered but I have has no confirmation of receipt or estimated repair time.

    To me, this is indicative of some sort of turmoil in their operation. Not very professional at all.
     
  5. VINCETAN

    VINCETAN Leica Place Top Veteran

    704
    Aug 19, 2013
    Here is an interesting thread about Leica NJ service

    Leica Service
     
  6. M. Valdemar

    M. Valdemar Leica Place Rookie

    19
    Aug 5, 2013
    I had to send several more emails to Leica, but finally got an update about my camera.

    They acknowledged receipt of my camera, then I heard nothing for a week. I then emailed the contact person who sent me the UPS label and was able to get a reply.

    He told me that they examined my M9 sensor for corrosion and found my sensor was defective. The estimate they gave me to have my camera repaired and returned was early July 2017. I'm going to Japan in August and would like to bring the camera, so I am keeping my fingers crossed.