You ship your broken Leica camera to the factory to have the sensor repaired under warranty. Almost two months later still no word on the status of the camera. It is not even clear if they have received the camera or where it is. Inquiries through the dealer-channel fall on deaf ears in Wetzlar and I can only imagine my sales-rep’s frustration of not being able to inform his customer on the status of his 8K camera. And all of that while the next gen of my trusted (but broken) Leica Monochrom has just been announced. Thank you, but I’ll skip that lovely M246 until Leica has its act together. Reading through the forums and usergroups, this is an approached taken by more loyal Leica customers. How difficult is it to implement a procedure that sends out one email upon receiving the goods, telling both the dealer and the customer: “Hey, the mothership has received your precious. Shortly one of our top-notch engineers will start working on it. We will inform you when your camera leaves our white rooms.” It really would take some heat off Leica’s (overstretched??) customer-services.
Can this be done differently? Oh yes. Take Mujjo for example. This small designer-firm makes the most beautiful leather cases for mobile phones. I had a problem with the one I use for my iPhone 6+ and reported this to Mujjo. I got a personal service response within 8 hours and a solution within 16 hours. Like Leica Mujjo is servicing customers worldwide, yet they are a gazillion times smaller. If such a small company is able to keep its customers informed, why isn’t Leica able to do this?
Update 2015, Sept 3: no personal communications yet, but Leica has announced a permanent fix.