Home Forums Hunting & Shooting Hunting Optics DEAR LEICA

With all due respect, most sportsmen believe that a "Good Will Policy" goes beyond what is written on paper. Good Will has to do about doing the right thing.

Good will is about treating the customers as YOU would like to be treated, going that extra mile and making sure that the customer is never left owning a useless piece of junk.

Also, the customer should not be whacked with an additional charge for something that should have been right to start with.

Trust me, NO company is too large or too famous to fail.

Is Terry Moore still with you? He was a really nice guy and he was sick about the support Leica gives both customers and dealers.

He has probably left by now.

Sent you a private message.

Exactly! And this is precisely why I will NEVER purchase another Leica product again. Sure, I bought my bino's second-hand. They were never intentionally abused to my knowledge and when sent in for servicing, Leica took the opportunity to "punish" me for purchasing their product from someone other than an authorized dealer. Swarovski will be my next purchase for sure....sounds like they understand how to treat past, present and future customers.

I guess I should chime in with my Leica experience. I bought a used pair of Geovids that would not range past a couple hundred. Called em up and they said to send them in. I had a brand new set in about a week. I'm not sure why it went so smooth after reading all the horror stories, but I'm thinking that living in a tiny town that their #1 product rep lives in didn't hurt.

That's a huge part of the problem, absolutely no consistency. One guy will be charged for repairs, while the next guy is offered a small credit toward a trade-in, and the next guy is sent a new product.

I had a similar problem with a set of Geovids this past January and was charged $100.00 for the repair and $35.00 return shipping.

Return shipping charge of $35? Rediculous! Clearly trying to profit on customer service end of the transaction. Definitely NOT the kind of company I want to do business with in the future!

Gentlemen, I'm still here, and if there is anything I can do for any of you, please PM me. We were so close to the weekend last week, I've not been able to get a copy of the Good Will Policy yet from the office. I will let you know exactly what it states as soon as I do. In regards to $35 for shipping DH5555, it is important to note that every optic we ship is sent 2nd DAY UPS, INSURED. I just sent a scope (personally) last week to a gentleman via GROUND service. The price with insurance? Over $60. You are certainly entitled to your opinion about what something should cost, but I guarantee you, we are not out to squeeze another few dollars out of anyone on shipping.

And DH5555, if you were being ironic about the $35 charge, and I didn't pick up on it (I'm a little slow sometimes : ) ), SORRY. There's so much angst coming out of some of these posts, I'm trying to make sure the correct info is out there in every case where I have the answer!

LeicaProductSpecialist,

Here's a little support for what he says about shipping cost. When I was shipping the Bushnells and Swarovskis at regular ground the cost was $26. He is talking about 2ND which was more than I was willing to pay.

I think the main point being, Swarovski doesn't charge a dime for return shipping.

LPS, I'd be curious as to the sales trends of Leica Sport Optics over the past 5 years.

I believe folks aren't pissed at the exact numerical value of shipping cost, so much as the fact that they were charged at all.

Exactly my friend!
Nor a penny to service/clean their product. Swarovski, McMillan, Midway and Leupold clearly understand and appreciate their customers...past, present and future. Leica either does not "get it" or has more business than they can handle. What Leica refuses to understand is that hunters, shooters and outdoorsman are a very tight knit group. We talk...a lot. Both on these Forums and during our everyday lives at work, church, shooting clubs, etc.

Funny you mention Swarovski, Mcmillan, Midway, and Leupold - because those are the exact companies that garner much of my business in their appropriate fields. Not in small part because of their excellent customer service.

Yep...pretty simple concept.

When my rangefinder dies, based on some of the post here, I will not replace my Leica with a Leica.

Agree, and you can add RCBS to the list....great service. It's pretty sad when a Chinese Zen Ray ($150+) has a better warranty than a $2000+ Leica.

sorry leica. i was set on saving up for a pair of 8x42 ultravids but when that time comes im going with swarovski

Yep, RCBS is great. Last year about this time, we lost power for a week due to fires burning down 20ish miles of power poles up-grid of us. Initially hooked up the generator incorrectly and it toasted several of the transformers/plug ins in the house, including that of my RCBS Chargemaster. A call to RCBS had a new one on it's way....for free, despite my relating the story to the phone rep of how the issue was entirely my fault due to being the worst electrician in history.

I will purchase from RCBS in the future.

Just a little anecdote for Leica to keep in mind.

Since we are singing praises I will join right in there. After owning an RCBS for about thirty years my son-in-law was loading and managed to break the handle out of the threaded attachment. I figured since I now have another I would send it in and if I had to pay no big deal; after all it gave good service for years. After a few weeks it arrived with no charges what so ever. Even for shipping!

I dropped my Alpen Wings 8X20 which I carry in a pouch on my belt almost all the time. One day I dropped them and called the company to see what they would charge to repair the out or whack toy. The lady told me they have a LIFE TIME no fault warranty and I should just send them in. I reiterated that I didn't mind paying since I dropped them on the concrete. She again told me there would be no charge. They sent me a new binocular and didn't even charge for mailing.