Follow up on my Leica post from May 1, 2018

DonMartin

Very Active Member
Messages
2,081
Fellow Sportsmen:

Just wanted to give you some more information regarding my post on May 1 regarding the situation with my 15 x 56 Geovid binoculars.

To recap, I had fallen during a sheep hunt in December while conducting a donated hunt for the Arizona Elk Society in Unit 16A, through their Hunt For Heroes program.

On January 2, 2018, I called Company 7 from Montpelier Maryland, who I found on the Internet as an authorized Leica repair center.

On January 5, I got an email telling me how and where to ship the binoculars back to them.

I didn't hear anything until April 9, when I sent them an email asking what was going on?

The message I got back at that time said they weren't sure if repairs could be made due to the damage to the binos, that they would need to ship the binos to either Germany or Portugal.

Note the binoculars were way out of warranty and were broke during a fall. There was no issue with Leica and warranty repair, I just wanted my binoculars fixed, no matter the cost!

On May 1, I again contacted Company 7 and was told they were still awaiting instructions on where to send them and what if anything could be done.

Needless to say I wasn't happy with this response, as it now had been almost 5 months!

I made a post not only on this site, but on Coues Whitetail.com explaining my frustration and disappointment in the customer service.

Then something unexpected happened. On Friday, May 4 I got a call from Doug Paymer, owner of Camera Land (516-217-1000) in New York who advised me he had read my post, and was a Leica Distributor and offered to help me in getting a resolution to the problem.

And did he ever get results!

I received an email later that day telling me that the emails I had sent to Company 7 had been passed on up in the Leica organization and that I should expect a resolution very soon.

The next day I got a message from Leica requesting I call them in regards to me receiving a pair of loaner binoculars while mine were getting repaired.

I also got a follow up email from Doug, asking if I had been contacted by Leica.

On Tuesday, May 8, I got a phone call from Ms. Jennine Jacques, Director of Customer Care for Leica.

Ms. Jacques apologized for what had occurred and assured me that this was not the normal customer service for Leica customers.

She informed me that to resolve the matter they were sending me a BRAND NEW PAIR of 15X56 Geovids that had the upgrades in them at NO CHARGE! She said they were being sent next day air!

Today, May 9,my UPS man showed up with the binoculars as promised. And in addition to the these new binos, there was a gift card from Leica.

Now that is what I call customer service!

I want to publicly thank Doug at Camera Land for contacting me and making some calls on my behalf. And thank you to Ms. Jacques and the folks at Leica for doing what they did to get this situation corrected quickly!

I'm not some big time nationally known outfitter who has a TV show, writes for national magazines, and is well known nationally in the outdoor recreation business.

I'm a small, independent Arizona outfitter with limited resources who just happens to believe you show use the best equipment out there when hunting for yourself or with clients.

I have used my Geovids for many, many years, on a lot of hunts, and up until I broke them, they served me and my clients very well.

And rest assured that I'll use these new 15 x 56's until I am no longer able to hunt or guide!

So thanks again to all that helped resolve this situation.

And if you are in the market for some new, high quality glass, be it scopes or binos, I wouldn't hesitate to contact Doug at Camera Land. He is a straight up guy and there is no doubt in my mine he will work as hard for you as he did for me if you ever have an issue with a Leica products!

Don Martin
Arizona Wildlife Outfitters

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Nice! Though a bit over-of-a-poster, Doug came through for you. Cheers to Doug and glad you came out shining on the other side.

Having a pair of 8x42 BRFs (which i love), I'm glad to hear it worked out.



"...I'd rather be tried by twelve than carried by six..."
 

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