Leica Warranty - Great Customer Service

[izquik72]

So I am EXTREMELY happy with the service I received from Leica Camera Inc.

 

I purchased a pair of Leica Duovid 10+15 x 50 from Outdoorsmans in Phx. I won them from an eBay auction. They had a few scratches on them but nothing bad. Well the last 2 years was rough on them.

I broke the right eyecup

Added a few scratches (I don’t use the lens pen anymore)

Tripod was knocked over and binos went crashing into a rock tweaking the objectives and putting a dent in the outer ring.

Hunting in dusty areas they did not adjust as smooth as a new pair.

I fell down a hill and broke the tripod adapter.

 

I paid the insurance and shipped them to Leica. I was kind of expecting an argument since I never filled out a warranty card. Well I was told to include my original bill of Sale (50% of retail). Called Outdoorsmans they usually never keep eBay stuff but just happened to have mine. (Lucky break)

So April 7th they leave I received an invoice from Leica on Apr 13th stating:

 

Clean, Lubricate, Adjust all functions

Clean optics as well as possible

REPLACE 1 OBJECTIVE (wow)

Straighten Objective tubes and replace cover rings

Purge with nitrogen

**Leica Good Will Warranty**

 

Well May 10th I get a phone call with a tracking # and May 12th they are Home.

The Binos look awesome they are cleaned up extremely well and did everything they stated on the invoice.

They even threw in a brand new Tripod adapter and sealed the binos in Plastic.

 

I just wanted to publicly say Thanks to Leica Camera Inc. You guys have great customer service.

 

[Chef]

That's really good to hear.

I have heard the opposite when it comes to warranty and Leica.

I own the same glass as you and hope any dealings with them are as pleasant as yours.

 

Good deal with the Outdoorsman's keeping the paperwork too. They are a great bunch over there. They really know thier stuff. My next purchase will be their tall tri-pod, and maybe their new backpack..and...I can keep going!

 

[couesdiehard]

Chef,

I am surprised you say you have heard anything bad about Leica warranty work. I had the same experience as izquick72. They did more than I asked and returned them in new condition promptly and no arguments or questions asked. All I paid was shipping to them. I couldn't have asked for better service. BTW I have the same glass and would give up my rifle before my Duovids.

[Apatkelley]

When I had a Leica Warranty issue, It was the best service I've ever had. They really stand by their products. With their fantastic service they have won my loyalty. Buy it once.....buy Leica!!

[Chef]

I want to bring this to the top again.

 

I just sent in my Duovids for repair to Leica Camera Inc. In NJ.

Packaged them in the original box including a copy of my Passport warranty, a note explaining the issues/work needed with my contact info, and a copy of my purchase receipt from CameraLand. I boxed the package in two boxes and sent it in UPS with insurance.

 

Due to deliver in a week. I will update again when I receive a call from Leica.

 

BTW, I sent these in to fix a chip on an ocular lens and for general inspection/reconditioning.

[izquik72]

It will be nice to have another Warranty success story.

You should have them back just in time for archery elk!!

[Viper]

I've had the older 12x50 trinovids for several years now. I hope I never have a warrenty issue, but it's good to hear the possitive experiences. I will feel better about shipping them off....they are considered family.

[Chef]

Great news!

I came home today to a letter from Leica.

Basically a repair estimate simply asking for a forward of $35 for shipping and handling.

This is awesome considering I sent the binos in for a chip (a chip not a scratch) on one of the ocular lenses.

 

They will perform the repair plus

clean/lubricate/adjust all functions

repair eyepiece/s

clean optics

purge with nitrogen

adjust optical alignment to factory specs

 

Pretty cool!

[Chef]

I called Leica this morning at the number listed on the Repair Estimate.

I left a voicemail for "Carmen" along with the serial number of my unit.

She called me back within the hour and verified that yes, $35 was the only

charge I had accrued and that it was basically to cover next day air return postage. Sweet!

 

Even better, I was able to pay her over the phone with my credit card.

She gave me an estimated ETA of mid September. Plenty quick for me!

[elkster9]

Chef,

 

That's a great to hear. Thanks for the update.

[Chef]

She gave me an estimated ETA of mid September...

 

I just received an email with a tracking number.

Binos are due to arrive in two days!

Now that was QUICK! Way earlier than what I was quoted.

[cramerhunts]

She gave me an estimated ETA of mid September...

 

I just received an email with a tracking number.

Binos are due to arrive in two days!

Now that was QUICK! Way earlier than what I was quoted.

 

SWEET. It will be great to get them back home, I know they were in good hands but I'm sure you're like me and hate to have them away from you.

[Chef]

I received my binoculars back from Leica today.

They basically replaced the ocular lens and cleaned/lubed the suckers pretty darn good.

If it weren't for my wear on the carrying strap eyelets, I would think they were a brand new pair.

 

Very impressed, relieved, and satisfied.

 

Thank You Leica.

[izquik72]

I know when mine were returned I was anxious to see if they filled them with "buck fluid" instead of "doe fluid".

Mine were about 50/50.

 

Glad you were happy with the service.

Way to go Leica!!

[couesdiehard]

See Chef,

izquick72 and I told you not to worry and Leica comes through again.

Lee