Marc,
I just had a nearly identical experience. I returned an S120 macro lens that I had owned for less than a month for repair to Allendale after speaking to John Kreidler and Ken Hansen. There was discussion that the lens, being less than a month old before malfunctioning, might simply be replaced with a new one but there were no used 120s' to be found so off it went to the old country. Similarly, I received no confirmation or receipt beyond my FedEx paperwork. Ken Hansen ultimately found a new lens and shipped it to me at his personal expense with aparently no support from Leica. Yesterday I received an unheralded package from Leica. I will not bother opening it as it is going directly to Ken so I can not comment on the quality of repair but the elapsed time and lack of communication are at best sub standard for a company that prides itself in its excellence. With that said, one can not possibly say enough for Ken Hansen
Douglas
I just had a nearly identical experience. I returned an S120 macro lens that I had owned for less than a month for repair to Allendale after speaking to John Kreidler and Ken Hansen. There was discussion that the lens, being less than a month old before malfunctioning, might simply be replaced with a new one but there were no used 120s' to be found so off it went to the old country. Similarly, I received no confirmation or receipt beyond my FedEx paperwork. Ken Hansen ultimately found a new lens and shipped it to me at his personal expense with aparently no support from Leica. Yesterday I received an unheralded package from Leica. I will not bother opening it as it is going directly to Ken so I can not comment on the quality of repair but the elapsed time and lack of communication are at best sub standard for a company that prides itself in its excellence. With that said, one can not possibly say enough for Ken Hansen
Douglas
Okay, so here's my latest. I sent a CS180 in for the dreaded AF failure on May 11/16. This was supposed to have been a fast-tracked repair after speaking directly with John Kreidler who interfaced with Jim Mooney, the S Repair coordinator in NJ.
After I shipped in May replete with the official Leica service request form, I heard nothing from Leica. My only proof that they had the lens was my tracking number from UPS and indication that it was signed for at the loading dock. Then nothing.
Yesterday I returned home to find a UPS sticker on my door indicating that after one attempt to deliver I have to go to a UPS store to retrieve the package. Even though I provided e-mail address and cell text information, Leica didn't bother to forward a UPS notification of the impending delivery so I could track it and be there to sign for it. This it the third time this has happened with Leica shipments in the last year.
The next step is to go get it (if it is there), then check that the lens is in the same perfect shape it was when shipped with all parts sent (no guarantee of that), and then ... whether they fixed it.
Not a terrible experience, but not a premium one either, I mean how difficult would it be to at least notify the customer of a tracking number like everyone one else on the planet does.
So, I guess fast-track means a wee bit under 3 months.
I'm still waiting for a new S charger to replace the loaner they sent me. That is also 3 months old.
My friends, I'm telling all of you ... this happens because there is no accountability. There is no follow up for the company to gauge performance ... in fact, no after service communication what-so-ever.
We can howl at the moon forever, send off e-mail petitions, grumble to one another ... but no accountability, no customer policy, no initial contact and no follow-up means nothing will change.
Every time I get my Lexus serviced, the dealer busts a hump to take care of me because they know that I'll immediately get a phone call and an e-survey directly from Lexus ... and that there is hell to pay for anything less than a stellar experience.
- Marc
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