[Leica] More Leica NJ incompetence

[Ken Wilcox <wilcox@tir.com>]

Luggers:

Here's an update on the defective P2002 (original message below). As of
today, eleven days since the first posting, Leica NJ has been contacted by
my dealer, his rep and me, yet I still have a defective P2002 sitting in my
home.

Today I called and talked to Nels Thorson. I asked when my new projector
would arrive, that I was eager to show some slides with the projector I had
paid for nearly 2 months ago. He told me that it would not ship until they
had the old one back and asked if UPS had picked it up. (They have not)

I asked why a new machine had not been shipped to me with the pickup order
and he replied "We're not stupid". Well I don't know know about that. I
have a LOT of Leica equipment, much of it purchased new, including two
lenses so far this year and two last year and a body the year before.
Because of this "customer service" I'm begining to hear the call of Contax,
or perhaps medium format.

Anyone have the name of a "boss" at Leica who cares enough about the
customer to get this taken care of?

Ken Wilcox


At 04:14 PM 5/28/99 -0400, you wrote:
>More than six weeks ago I purchased a new Prodovit 2002 through one of the
>dealers on this list. He had it drop shipped to me directly from Leica NJ.
>Took a couple of weeks to arrive.
>
>When I unpacked it and plugged it in I discovered that it was not in
>perfect working order. (made a ticking sound) My dealer told me to send it
>back to NJ for repair as there were no more available at that time. He told
>me to send it to the attention of Brenda Olesin, which I did.
>
>When I had not received it by last week (Wed) I called and asked Brenda
>about it and was told that she would call me back. She did not do so. I
>called again of Friday and was told by another person that it would ship
>Monday of this week. When I called again on Wed. I was required to leave a
>voice mail and someone would return my call. No one did.
>
>NJ is a two to three day shipping distance from my home. The projector
>arrived today, more than 6 weeks after I paid for it and IT WAS NOT
>REPAIRED. I called Leica NJ again and was shunted off to voice mail. I
>called back and said I wanted to talk to a real person. (This request was
>treated rather curtly by the person directing calls.
>
>I spoke to another person in Service who didn't know what to do and
>promised to call me back. That was more than an hour ago and I have not
>been called.
>
>More than six weeks since I bought it and I haven't been able to use it
>yet. It seems to me that when a brand new item is returned by a customer
>who is willing to accept a repair rather than a replacement that Leica
>should have move that item to front (or very near) of the repair que and
>made damn certain that the repair was done properly.
>
>Or am I out of line with my expectations?
>
>Ken Wilcox
>------------------
>Ken Wilcox					Carolyn's Personal Touch Portraits
>LAW LHSA MEA						          <wilcox@tir.com>
>
>
- ------------------
Ken Wilcox					Carolyn's Personal Touch Portraits
LAW LHSA MEA						          <wilcox@tir.com>