The problem seems to be that Leica service in the US is overwhelmed. They do turn jobs around, but they don't answer queries promptly and the wait times appear to be much longer than in Europe.
That could be an issue with staffing, training, processes, any number of things, it's hard to speculate. Thing is, it's a fixable problem, so I hope they get it sorted.
I resisted jumping in because frankly I know to much about this issue . Back when Leica had the warranty crisis with the M8 followed by massive demand for recalibrating lenses to digital standards .....I visited Leica in NJ and spent a day reviewing there customer service and repair processes . My background was in management consulting and I have plenty of experience in both fixing and setting up customer service departments . I provide at no charge (after playing for my own travel etc ) with both my observations and recommendations for improvement .
SIZE ....Leica has a very small customer service department and the technicians are specialized by type of repair service . They can shift around but for the most part ..the tech doing lens CLA work is not working on your Leica RF body . The backlog is managed by the department supervisor and for the most part ...not visible to the work force . This is of course why some repairs can be turned in a few weeks and others take months . I lens like Doug s CLA 280/4 is not an everyday occurrence and may in fact be work that the technician doesn t want to do .
LACK OF ACCOUNTABILITY ...There is a complete lack of measurements in customer service and repairs . They don t know how many items are in the backlog or how frequently they are clearing work orders . Since they don t measure anything ..there is no accountability for performance ...other than COST .
Having a large backlog is actually good for the service department ..it means they can generate plenty of income by prioritizing repairs that are easy and can be turnaround quickly . The backlog means that nobody is thinking about downsizing technicians (like what happened in 2007 before the digital M ) .
COMMUNICATION .....the customer service team has a lot of experience in dealing with this situation and you don t . They know when service is overwhelmed with repairs that its a waste of time to ask about any repair order ...so they don t . They have zero visibility into your repair with their systems . (Unlike Germany where the repair system is on SAP and they log your repair into the system upon receipt ) . In NJ your lens is sitting on a shelf with a piece of paper around it showing that you own it .
The estimate process is just to get you to pay for the repair ..in most cases its a standard cost based on a quick look at the item . This is why you get repair estimates of $700 for a CLA on a basically new lens .
Once you get a repair estimate ...normally you are in better shape ...unless (1)they need a part or (2) they decide to send the repair to germany . Then you are ‘Screwed” a technical term for no good alternatives . I have never had anything take more than 6 weeks after a estimate has been given . But I ve had lenses that took a year to get right .
When I sat with the customers service reps ( I mean the ones you are trying to reach ) they explained that they were simply erasing all the messages you are leaving . This allowed them to start fresh .
Recommendations for Leica ....I found as have many others ...its a complete waste of time to try to help Leica . If you understand that they have no measure of customer service and view the department as a cost center ..well you get what you measure .
RECOMMENDATIONS (These are solid recommendations follow them or don t complain . They are based on having at least 50 repair orders with Leica since 2008)
1. Never ever send lenses for CLA to NJ ...use DAG . He was Leica trained and knows his craft as well as anyone in NJ . His turnaround depends on what you need . A few weeks can be had ...please don t abuse his kind nature . He can handle a RF calibration in a few weeks if you need it AND he will not miss your vacation .
2. Leica S repairs ...send directly to Germany . Never send your S to NJ . They do take the S seriously in Germany and seem to have a dedicated group that handles repairs . Repairs sent to directly to Germany normal take about a month .
3. Use a dealer to manage the process . This is critical ...if your dealer will not handle this for you ...find a new dealer . I use the Leica Store Miami and without their support ...I would have given up on Leica gear . They can talk directly to anyone in NJ or Wetzler . Sometimes I pay $150 to express ship my gear to Germany .
4. Leica gear needs periodic service ..don t expect that RF to stay in calibration or those lenses to work flawlessly without periodic CLA . I try to send my gear at times when I can t shoot as much (plus I have back ups for everything ....not suggesting this but it works ).
5. When you are being ‘stone walled” by customer service .......call the sales and marketing department . And post your situation on as many forums as you participate in . Start new posts (ask the moderators to not combine your situation with others ). Keep it on the front page . Send your experience to Diglloyd and others . Call the US CEO . Post on FB etc.
FYI ....I shoot with Leica M,SL,S and Q systems as well as Nikon FX gear .
I love Leica gear and have decided to develop a process I can live with to manage service issues . Hope that this helps some of you .