Archived posting to the Leica Users Group, 2002/03/04

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Subject: [Leica] Re: Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...
From: "Eric" <ericm@pobox.com>
Date: Mon, 04 Mar 2002 05:08:07 -0600
References: <3.0.6.32.20020303104129.00a0c260@POP6.sympatico.ca> <NABBLIJOIFAICKBIEPJJCEBDOOAA.darkroom@ix.netcom.com> <3.0.6.32.20020303114629.00a16700@POP6.sympatico.ca> <l3n48u83enl11jv7hrooulfoendvs24t7c@4ax.com> <008001c1c341$f8bfe260$59005043@andrewsc>

Andrew:

>I beg to differ. Let me use an extreme example.  Leica USA has a  plant and
>infrastructure costs to support the marketing, sales, and service  of Leica
>Cameras as well as support their dealers, through such events as Leica Days.
>That costs lots of money, folks, especially when you're located in North
>Jersey.

How is any of that the customer's problem?  We're not talking about support.
We're talking about warranty repairs.  Which means that Leica has screwed up
and shipped a camera with manufacturing defects.  (I'm not talking about
Leica USA's passport warranty.  That's an extended warranty, and if you want
that, then you need to buy one imported by Leica USA.)

I somewhat understand how Leica is organized.  I understand why Leica USA
might want to balk at doing warranty repairs.  I don't understand why they
think that's good customer service for Leica.  I've yet to see any
explanation here that can explain how giving a customer with a bum camera
the runaround is good customer service.  I don't care how much Leica or
Leica or Leica pays its employees or has to pay for its infrastructure.  I
don't care if they use employees or contractors.  Those are all internal
business decisions.  All I care about is how I'm treated as a customer.

I understand the realities of the situation.  I've only bought Leica
USA-imported items so far.  While I know what I think should happen in the
ideal world, I also realize I live in the real one, and that if I want
decent service from Leica USA, I need to buy equipment they imported.  :)


Eric
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Replies: Reply from Andrew Schroter <schroter@optonline.net> (Re: [Leica] Re: Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)
In reply to: Message from Dan Cardish <dcardish@sympatico.ca> (RE: [Leica] Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)
Message from "Austin Franklin" <darkroom@ix.netcom.com> (RE: [Leica] Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)
Message from Dan Cardish <dcardish@sympatico.ca> (RE: [Leica] Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)
Message from "Eric" <ericm@pobox.com> ([Leica] Re: Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)
Message from Andrew Schroter <schroter@optonline.net> (Re: [Leica] Re: Doesn't ALL Leica gear originate from a "Leica Authorized Dealer"????? - Was International warranty...)