19/08/2010

Following the recent announcement regarding the review and restructuring of Leica Camera's service operations in the UK, the company is pleased to confirm the following details with regard to its new Client Care function.

All major repairs will now be sent to the company's head office in Solms, Germany. In recent years, a large proportion of UK repairs have been carried out in Solms, and a review of this activity has shown a compelling case for switching all major repairs to Germany. With more than 50 specialist technicians and support staff, the widest access to spare parts and the increasing diversity of the company product range, the Leica service operation in Solms is considered increasingly the best and most efficient place for repairs to take place, for customers in the UK and Republic of Ireland.

Leica owners in the UK and Ireland requiring a repair will be advised and assisted by a new Client Care team based at 25 Bruton Place, Mayfair, who will be on hand to book repairs, and also track progress and communicate the status of repairs. The new team will be able to receive visitors on site or by telephone. Timings will vary according to the type of repair required, but the average repair time is likely to decrease, due to reduced transit times and improved access to spare parts.

Owners will be assisted by a named Leica Camera Client Care Technician for each repair, and the technician will provide personal mobile and email details enabling the owner to stay ‘connected' to the progress of their product throughout the duration of their repair. In addition, the Technicians will be able to provide sensor cleaning, some light repairs and adjustments in a brand new lab on site at 25 Bruton Place. These changes to the company's customer care operation have been designed to ensure the highest possible service levels for Leica customers in the future.

Transition period
During August and September, Leica Camera Ltd will transition from the current Milton Keynes based service process to the new Client Care operation, with completion currently estimated as 1 October 2010.

During this transition period, customers requiring repairs MUST contact Leica by telephone on 01908 256400 (between 09.30 and 16.30 Mon – Fri).

Please note that during this time, products should NOT be brought or sent to the Leica Milton Keynes office, the Bruton Place site or to Solms directly.

Unfortunately Leica cannot accept any unsolicited repairs that are sent direct and it is vital that owners requiring repairs assistance contact Leica on 01908 256400 (between 09.30 and 16.30 Mon – Fri). in the first instance when they will be advised of the appropriate process.