Re: [Leica] NJ service dept?

[Wilber Jeffcoat <jeffcoatphoto@sumter.net>]

Byron: For what it's worth: I always send a CC# along with the repair and a
letter detailing what needs to be done. Next I Fed-X all equipment and mark
the outside- Urgent Pro Service on all six sides of the box. This way I know
they have it in 2 days. (Trust me they are as frustrated as we are with the
slowness-funding???Understaffed????). Now in one week call and don't get off
the phone with out an answer as to they have it and when they estimate it
will be done. Next- you know it is going to cost more, you know they are the
only ones who can do this, Just give them permission to do the repair to
start with, but make sure to call every two weeks and ask how things are
coming along.  Next thing that I would do (and have done in the past) Call
and ask to speak to the President of Leica USA, tell him your story- All
those folks in repair answer to him. Trust me you will get action. Now if
you've all ready done all of this and to no avail: Then I'll just shut my
helpful mouth.
Cheers Wilber

Byron Rakitzis wrote:

> Hi,
>
> I just need to blow off a little steam. I sent a lens to NJ for repair
> in February, and it slowly worked its way to Germany after a series of
> back-and-forth with Leica NJ. The latest I've heard is that they haven't
> even started working on the lens in Germany because they thought I hadn't
> approved the estimate. i.e., when I called a few days ago to find out
> what was taking so @#$# long they said they didn't have my approval.
>
> The darndest thing is that they got my approval and gave me a target
> delivery date (mid-July) several months ago.
>
> I'm sure the person on the phone is just doing their job, etc., but I got
> a few very unapologetic monotone responses from the service dept. on the
> telephone today. What happened to the golden rule? It just left me
> seething at the end.
>
> It seems that this lens has been sitting on a shelf somewhere for the
> better part of a year, just because of Leica's peculiar way of approving
> work estimates.
>
> Anyway, I'm pissed off so I decided to write this note. Unfortunately
> it's not a repair which Sherry could handle, she deferred to the Leica
> repair dept.
>
> Byron.