i must say Doug; you have always been very patient with Leica!
Customer Service is what finally drove me away from Leica. It wasn't sufficient to have backup equipment, I needed backups for the backups to ensure having a functional system on hand.
One year (and many cross-country trips) for repairing my R8/DMR. Would you rely on a single backup camera if the camera were unserviceable for one year?
Eight months and ZERO communication for declining to repair my primary lens (the lens was subsequently repaired by an independent repair technician). One of my copies of this lens has a downtime record over ten years of 25%. Would you rely on a single backup of your most useful lens for eight months with a historical downtime of 25%, and no clue when the other lens will return?
When the equipment was working well it was fabulous. Service and/or repair was atrocious. Bye bye Leica.