Whew! I'm not sure this will be welcome here, and after all, it is just one person's experience...
...but I'm going to risk my own anecdotal reply. Like everything in life, I think my experience might boil down to individual relationships and people, but who knows, maybe Leica isn't as indifferent as some might want others to believe. And I'm certainly not making excuses for design flaws.
So, I'm a pro - have been for over 35 years. I currently make my living with an S system. I shoot over 100 location days a year, traveling. I've used the S for the last 6 years. Before that, Hasselblad. Recently, I had my S system completely crash on a shoot - first one lens, then another, then the body seemed to get involved (auto focus instigated). I was well aware of the auto focus issue, seemingly caused by the recent firmware upgrade. As I always do anyway, I had brought along my backup system (Leica SL) that took over nicely, working tethered, and I completed the shoot. Happy client.
I immediately called my dealer in what one might describe as a bit of a panic (but not angry mind you, just very concerned - after all these years of shoots I've learned to be a bit zen-like when the sh*t hits the fan), since I desperately needed my medium format system up and running for all the other shoots in the pipeline, and I knew what the failure meant - a likely long term repair in Germany for everything. Within three days I was shipped a complete replacement loaner S system mirroring mine, and mine was shipped off to Germany for a vaca.
The gear came back after 3 months, and again, the swap was effortless on the return.
Everything now works as it should.
Go figure. They treated me fairly, very professionally, and with great courtesy.
Not sure I could have asked for more as a working pro.
But hey, I'm just the one guy.