I have been a fan of Leica product's for many years, but I have never had to use their Customer Service before either.
I sent them my Leica Televid 77 spotting scope 5 months ago!!! and they still cant tell me when it will be fixed, they wont give me a loaner or trade me into a new model and I had to send them $35.00 months ago for return shipping charges.
Very frustrating.......
Has anyone had a similar experience with Leica and how did you get it resolved????????

you're preaching to the choir my man......

ask Doug at Cameraland (gr8fuldoug or something like that) for his contact.

I needed a new objective lense cover for a pair of geovids a couple of months ago - doug gave me a contact (even though I did not buy them from doug).

I called and when the leica contact heard doug had referred me to him, i had not one but two replacement objective covers in the mail at no charge. Got them a couple days later.

Yep, for every "Leica CS has turned the corner" thread you see some other story like this one. It appears if nothing else they're very inconsistent. At least when Zeiss took 8 weeks to fix my buddy's spotter they sent him a loaner.

What would have happened if Doug wasn't around?

They don't get a lot of practice repairing their products, unlike Leupold, dohhhhh!

Switch to Swarovski or Zeiss and you won't have CS issues.

Only thing that kept me from trying out the trade-in offer on a Leica scope was the continued uncertainty with Leica CS.

I should add, the only time that I needed something from them, they delivered - though it was only an objective cover.

Zeiss took OVER a year to repair my binocs. No sweat as I have more thanone, and I'm still a Z customer for sure, but makes ya wonder at times.

Jeff

in the world with the internet companies should know better, if you think leica is bad, give beretta's CS a try. I broke my geovid obj covers and called them, I didn't need to pull out the doug card, they had free covers sent out promptly.

perhaps you are not talking to the right people there.

I'm not buying anything that has to go to Germany for repair, no matter how good it is.

Friend of mine took Beretta to court here in SD a couple years back and one. Not a huge case, but my friend got nothing but the run around and flat out lied to about a gun he had purchased that was defective. He won and will never by anything from them or imported by them again and he makes sure to tell EVERYONE about it.

You guys trying to buy the best glass in the world, or are you doing a survey on customer service?

RE binocs, they didn't, they stayed here in teh US, but they had to wait here, for new lenses that long....

Never buy a Swarovski spotter then. Binos are serviced here, spotters go back to Austria.

As far as Leica C.S. goes, I have nothing but good to say about them, as they've treated me great each and everytime I've dealt with them. Dave Elwell is who you want to talk to.

Binos are serviced here but are repaired in Austria. Just an FYI.

I had good luck. Sent a pair of Geovid/Lazer back for repair. Apparently the IR was out of alignment and would not read past 300 yards. Got it back in three weeks, all refurbished and looking good.

Dave Elwell is the guy. I have sent mine in twice, once for a routine cleaning and once because the Diopter wheel was slipping. The first time, they were returned very promptly no problems. Second time, I was sent a bill for $35 return shipping. I called Doug and within about 10 minutes, I got an email detailing the tracking numbers and there was no charge.

I realize it shouldn't be that way but go through Doug or Dave Elwell and you will be fine.

Lee

Lee, perhaps they should put their names on the box?

no idea. could have been fine, maybe it wouldn't have been

I have used Leica CS twice, both for things that were my fault. Nothing but aces, they were great. Spence

I've had two great experiences with Leica CS in the last year or so. Call them with your tracking numbers and see what's going on.

My trinovids never needed service after 11 years of hard work so I don't personally have any experience with Leica CS. It does seem to be hit or miss though.

You can have both......Swaro SLC HD.

What Leica did in your case with that geovid was above and beyond, no doubt, and nobody could treat you better than they did. As long as I have the Kowa Prominar 884 I've no need for a Swaro spotter.

I returned a 1200 rangefinder that was giving unsatisfactory performance and had a new one in about a week and a half. My experience couldn't have been more painless.
I guess exchanges are a little quicker than repairs.
Brian

Brian, my experience with Leica couldn't have been more painful. My Leica 1200 rangefinder quit working, and Leica wouldn't repair it if I paid for the repair, let alone warranty it. They wouldn't exchange it either, and I was within a week of leaving for Africa on safari. I'm glad they took care of you, but they flat out stiffed me.

IMO CS should be definitely included in your decision with spending this kind of money on alpha products. I think it should be right up there with all the other characteristics of the optics. ie: power, FOV, resolution, focus ability, clarity in low light and... CS

I would never consider a Leica product (or Zeiss for that matter) just because of the reports like these. And who needs to buy something from a company that involves such hit or miss luck of the draw service? Or you have to know the right guy or drop the right name. Pathetic.

Now Swarovski on the other hand-- LEGENDARY CS. No doubts when you buy their stuff.

Back to Leica and their CS-- here is an example for you. A friend of mine has a very nice Leica 8x32 Ultravid. Optics are superb. Well, I bought a used, not working 8x32 Pentax DCF ED; from a local second hand (well, OK- it was a pawn shop) and I called the service dept. of Pentax before I bought them and they said it would cost me 19.95 for the repair and to send them in (the focus would not go to the full far range). They said they would go in the repair line and it might take 4 weeks or so to get then back.

So I send them in with the $ 19.95 and I get them back in 10 days!! And they are perfect- focus silky smooth and optics are stunning. I knew that they were good when I bought them, so I took a chance on the service part. You do not even want to know what I paid for the Pentax's. Because it made my friend sick when he looked at mine and we compared the Leica's to the Pentax ED. Can you say- splitting hairs, and I mean literally- they are that close.

So a little while later, my friends Ultravid focuser goes belly up and is not working the way it should. Well he sends them in to Leica and what a fiasco. It took over 4 months to get them back and a bunch of phone calls and he did have to pay shipping. Must not have known the right guys. Terrible. My friend was sick about the whole thing, made him really ? Leica's after sale service. And it makes him even more sick when he looks through my Pentax's.

In the mean time I also send in my super Swarovski 7x30 SLC for a routine check up and cleaning and they come back in 2 weeks with a set of winged eye cups also thrown in gratis, just because I asked about them when I called. I asked how much they would be and they said we will let you know. And then the bino's show up with an extra set of Winged eyecups thrown in for no charge. And I did not even have a set before for them, I was just inquiring as to what they would be if I got them with the repair.

Now that is CS.

Swarovski has ALWAYS treated me right.

1Absolutely no doubts about what you're getting with Swaro. The Pentax 10x43Ed I looked through was ridiculous............ridiculously fantastic that is!

That's the reason I picked Swaro for my first high end binocs.

I made this post last Wednesday after having about 10 different conversations over the last 5 month's about my spotting scope with Leica. Last Wed. they told me the part's to fix my scope were on WWBO (world wide back order) and a repair date was impossible to predict since the part's dont exist at this time.............My scope hit the doorstep this afternoon off a UPS truck shipped last Thursday. amazing how the part's appeared overnight from Germany once I got a bit grumpy !!!!!

Doug was the only reason I went with a pair of Leicas. Knowing he would have my back allowed me to go with what I really wanted.

Well, what would happen if God forbid, something would happen to Doug? How could you be sure that he would always be able to "have your back" ??

The CS of a company has to be much bigger than one man; especially when that man is not an employee of the company, but rather a sales rep. I know that Leica's CS is bigger than Doug, but I would not base a buyer decision dependent on his help at a future date. I think Doug is great and I would trust him in an optics purchase; in so far as recommendations go.

But... I would not make my decision on a major optics purchase if I thought that meant that future service of that product would depend on whether Doug, or any one else for that matter could go to bat for me down the road. Sometimes those people are not around. The warranty on these products is supposedly pretty long.

This all just further enforces to me why Leica will never have my vote of confidence. And unless there is a significant change in the way they do business- none of my $$ will ever go their way.

Volume has its issues. Leica Sport optics is a small element of the corporate model. (Repairs don;t get much attention)

Leupold is 100% sport optics. (Repairs get 100% attention.)

FWIW:

Quoted from Sniper's Hide Official visit to Leupold:

"in an 8 week period alone, Leupold builds more scopes than Zeiss, Swarovski, Schmidt & Bender, Kahles and Meopta combined. So what these other companies do in an year, Leupold does in 8 weeks."

NOTE: I know leica is not mentioned.

Link:

http://www.snipershide.com/forum/ubbthreads.php?ubb=showflat&Number=2436491&page=1

BMT

Wow! I assumed they produced a good deal more than those other brands but that number is staggering. Very cool.

I always figured at least 50% of the deal was being able to see. If not 99%. Customer service is one thing to consider, but I try to buy the best glass I can afford, almost regardless of CS issues.

FIgure the cost of guns, travel, tags, time etc.. I damn sure don't want to just go buy a lesser quality glass because IF something happens to it, they will fix it quicker.

Kinda figure too, doesn't everyone have a backup scope and back up binocs for bad times? I mean that too, would you go on an out of state trip without backup?

JG-which Model of Pentax is that?

Thx
Dober

The Pentax dcf 10x43 ED. Fantastic stuff.

The Pentax ED bino's are really a under rated gem! They compare very well to the Alpha's; maybe just a step behind, but for the price-they are superb. I have compared my 8x32 Pentax ED to a Leica Ultravid HD and a Victory FL (Zeiss) and it did very, very well.

I will also say to my eyes that the 8x32 Pentax DCF ED is sharper than the Swarovski 8x30 SLC NEU. And I love Swarovski. I was going to sell my 7x30 Swaro SLC last year along with my 8x32 Pentax ED and just keep a newly acquired 2010 8x30 SLC Neu. But... to my surprise- the 8x30 SLC was not as sharp in the center resolution as the Pentax ED and was not as good in low light. So, I ended up selling the 2010 8x30 Swaro SLC and kept the Pentax 8x32 ED along with my 7x30 SLC and have NO regrets. Plus I would have only gotten about the same money for selling the pentax ED and the 7x30 swaro as what the 8x30 SLC cost me. And I would have actually been worse off than I am now with (2) bins that I use for different situations.

More than you needed to know, but I think very highly of the Pentax ED

Exactly!

All of the top shelf Alpha glass is quality. I just think when someone is putting out over $1500 for it- CS should at least be a part of the equation in making that decision.

Great quality glass does not help if you do not have it for 4-5 months while in for the repair.

I just had reason to call Leica this morning. They answered the phone, that is a plus in my book, and are sending out what I requested. I offered to pay for the part but they said they would send it out for free.

I have other Leica products and have never had a bad CS issue.

What to do?

Doug just posted some nice deals on Leica demos. I'm not sure what to think about CS or their 10 year warranty.

I was about to pull the trigger on a conquest.

Conquests do rock...

There's smoking deals on Swaro scopes out there right now. There's your CS.

Who has the deals going?

I'm interested.

Leica's warranty on their demo products is pathetic.

Although I don't believe in the vast majority of cases, one would be left SOL by Leica in the event service is needed, they definitely have a ways to go to match Swaro's exemplary CS. Then again, the same can be said for most optics companies.

I have 6 Leica optics and have never needed service on any of them, so I have no experience with their CS. It would seem logical that repairs would take much longer for discontinued items like the Televid 77, though. It isn't practical to keep all parts in stock indefinitely for discontinued items.

All I needed to hear.

Conquest or VX3 are in the hunt. I may consider selling my NightForce and fund the Diavaria or Swaro.

I have 2 conquests and they're great. I hear the VX3 is optically on par with the conquest but I haven't looked through a VX3. Mule Deer here has tested most of them and he says they're about the same optically (Conqest and VX3). I'm lusting after the Schmidt & Bender Summit (1" tube) myself.

I bought a pair of Geovids used off Craigslist last year. They worked fine under 200 yards or so, which is as far as you could get when I checked them out. On my way home I stopped and was trying them out but they wouldn't get past 600 yards and 600 was hard to get a read. I contacted them and told them my situation. Guy said to send them on in. They told me it'd take a month. Two weeks later a brand new pair showed up. No complaints here.

Your luck with Leica CS is a lot better than mine or that of a couple of other guys on here. Just sayin'.

Never said otherwise.

So how can a companies CS be this much of 180 degrees?? When you read through these posts, it seems as if there is no rime or reason as to who gets the luck of the draw in the service department. Baffling ?? It seems like the folks at Leica would be aware of the rep they have and try and remedy it.

Leica changed their policy in 2008, so that could explain a lot of it.

Even Kahles repaired some binocs inside of 90 days, no charge, and replaced the camo coating. The importer for Kahles changed, they haven't even imported new binocs to the US for a couple years.

Why a guy would pay for premium glass with schitty service escapes me...

I remind myself why every time I dig out my 10x42 Geovids that Leica sent as a replacement for a beat to hell pair that I paid $650.00 for.

The green hue of the geovids sucks a commensurate amount to the warranty...

Kahles was second tier, cost less new than your used "beat to hell" greenovids, and ten years later had better warranty service, post import.

Just sayin... Other than the LRFs, which are disposable, Leica sucks a choad.

Yep, Leica customer services sucks, Kahles are almighty, and $650.00 NIB Geovids are the one that sucks choads..

That's because when Kahles was still offering binocs, their importer and repair facility was Swarovski in Cranston, RI.

Now that Gamo USA is importing and providing CS for Kahles, all repairs have to go back to Austria.

And came back within 90 days...

Well that just may explain a lot. And if it is the case, it is good news for Leica's current owners and future buyers. Hopefully the stories reported in these posts by Leica customers are before the change in policy. But... if not then it may still be hit or miss with them.

I know my friend that had his Ultravid's sent in (in 2010) and took over 4 1/2 months to get back, is not aware of the improved CS policies. And his were purchased in '08.

I have run lesser glass with a good warranty prior to buying my Leicas.

After two different brands, failed on two different hunts, I dropped the cash on Leica. No problems since, I will take my chances with CS. Nothing like sitting in the pouring rain, trying to defog binocs with a lighter...don't ask!

What two brands and what happened?

You very recently sent Kahles binocs to Gamo USA (as opposed to Swaro), then? The reason I ask is I've not heard any reports on Gamo's handling of Kahles products yet, since they've only been the Kahles importer for 1 year now. If that's the case, then that ain't bad to go to Austria and back for repairs in a 90 day turnaround. If this was a few years ago and it was sent to Swaro, it would have been treated the same as a Swaro product and repaired in Rhode Island.

90 days, hell. Turnaround time at Leica was less than two weeks from the time I dropped the Geovids in the mail until UPS was knocking on my door with a NIB pair.

I would be thrilled with that service!

They've been absolutely great to me the few times I've used their service and I hope it continues, knock on wood.

Yep, that's very good. With the 180-deg different reports I've heard on Leica's CS, I don't know what to think. Maybe they're starting to make positive changes. Maybe it all depends on who you talk to. I've heard similar conflicting stories on Zeiss. It would be nice if more companies had CS reputations like Swaro, Leupold, and Vortex.

I'm happy I've never needed service on any Leica optic so far... knock on wood. I've always been very happy with Leica quality and performance, and I prefer to own stuff that holds up over time and never needs repair. But we all know nothing is 100% failproof. Buying anything involves a certain leap of faith.

Although I appreciate great warranties and CS as much as the next person, I honestly don't put a huge amount of weight on that if I fundamentally like Product A better than Product B, even if Product B has much better warranty coverage. As long as Product A has a good reputation for quality, I'm willing to take certain risks. My view on that varies depending on what type of product I'm looking at, its typical expected service life, and how mechanically complex it is. For example, I'm far more concerned about warranty and CS when buying an automobile, because minor and major component failure happens at a much greater frequency than with a good optic. Plus, unlike a car, I've generally noticed that if I'm going to have a problem with an optic, I'll usually discover any hidden gremlins within the first year of ownership. Pretty much any optic I buy will be covered well beyond that. If I'm comparing 2 optics I like equally well and could go either way, then and only then does long term warranty terms and CS reputation really play a part in my decision.

But, we all value different things to different degrees.

My return in fact went through GamoUSA, and I was certain when I called that due to the change of importer that there would be a charge for the repair. NOT so... glass was 10 years old and just needed a good cleaning and refurb, which was done gratis.

Leica makes some nice products, and certainly some vids that are superior to the Kahles, but fickle freddy as they are with servicing what they sell, I'd not get into a pair.... and deals on beat to hell pairs and getting them swapped for NIB ones, ain't exactly around every corner.

Talked to my cousin earlier today who sent in an older 8x32 BA to Leica for service and had them back in five weeks completely rebuilt (new rubber armor, new eye-cups, new focus wheel, purged, and collimation checked, etc.). Only cost to him was shipping/insurance to get them to Leica.

I bought the binos secondhand several years ago and gave them to him for doing some finish work in my basement. He's used the hell outta them and it's good to know Leica continues to stand behind their products also.

for their price i would think so.

Bought mine for $1470 delivered. A lot of money, yes, but quite a deal nevertheless.

There are many comments here on Leica service, but here is one
thing to remember. Leica warranty does "not" transfer to a new
owner. It is only for the original owner. Check the website,
and I was looking at purchasing a previously owned Leica and called Leica service and they confirmed it.

Swarovski and Zeiss do transfer to the new owner. Also Nikon
will cover your optic for 25 years.

Keep that in mind when buying preowned.

My PERSONAL experiences with Leica tells me otherwise.

I started this thread so I thought that I should give an up-date.

I was disappointed with Leica's customer service that it took 5 month's to repair my spotting scope and that it cost me about $80 in shipping cost's both way's.

After a couple week's having it back my opinion has changed, while not happy being without it for this length of time. I must admit that Leica made it better than it ever was.

I never complained about the detent ball missing in the eyecup, but they fixed it.

They must have replaced a lens or two also because I checked it out with some of my friend's spotter's that I have used in the past................long story short Leica held me up 5 month's to repair my spotting scope....but they did a repair job that made it better than new !!!!!!!!!!!
You could not buy this scope from me now. A bit slow but AWESOME work LEICA still has my confidence.

That's great to hear, boatanchor! I have a Televid 77 APO too, in addition to 5 other Leica optics. It's been a great spotter, and it's comforting to know that I'm not SOL if anything ever happens to it to require repairs. I hope the latest good reports I'm hearing on Leica C.S. signals big improvements in the works. They have a long way to go to match Swaro's C.S. reputation.

Enjoy your "new and improved" Televid!