Tag: Leica Customer Service

The end of my journey with Leica

Man walking out of a tunnel into the light. And this is the end of my journey with Leica.
Bye bye Leica | Nuremberg | 2025

With the Leica finally back in my hands after this long and frustrating ordeal, there was only one decision left to make. And it was an easy one.

I will sell the SL2-S.

Not because I need the money. Not because I lack appreciation for the legacy of the Leica brand. But because I simply cannot trust this camera—or this company—ever again. The repeated failure of the SL2-S, the arrogant and dismissive handling of my case by Leica’s customer service, and the condescending physics lecture that came with my repair invoice have sealed my decision. I refuse to own a camera that I feel the need to constantly second-guess. A camera that, despite its premium price and supposed professional-grade engineering, has failed me twice in critical moments. A camera that has left me with more frustration than joy.

And with that, I will leave Leica behind. For good.

I have been a passionate photographer for years, and in that time, I have used cameras from various brands—Nikon, Fujifilm, Olympus—without ever experiencing this level of unreliability and poor service. Those cameras have been true workhorses, tools I could count on no matter the conditions. I never had to worry about them suddenly failing in the middle of a vacation, a client shoot, or an important moment. I never had to brace myself for a repair saga that dragged on for months, only to be met with corporate gaslighting.

Leica likes to present itself as a brand of excellence, a brand built on heritage, craftsmanship, and a close relationship with its customers. My experience has been the exact opposite. What I’ve encountered is a company that refuses to take responsibility for repeated hardware failures, treats its customers with skepticism rather than support, and hides behind technical jargon instead of standing behind the reliability of its products.

The SL2-S is now repaired, but I will never put my trust in it again. And I will certainly never buy another Leica camera. Some brands earn their reputation. Others merely trade on nostalgia while failing to live up to it.

Leica, for me, belongs firmly in the latter category. And this is the end of my journey with Leica.

Have a great Sunday

Marcus

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The Leica failed me – AGAIN

Leica SL2-S Shutter Failure
Leica SL2-S Shutter Failure

The last picture I took with my Leica SL2-S is not a pretty one. After working flawlessly at the start of our summer vacation in Brittany last August, my expensive premium German mirrorless full frame camera, from one exposure to the next, started behaving strangely again, giving me the shivers when I noticed. Because it was exact the same behavior the SL2-S showed before failing me at the second day of our Israel vacation in 2022, when the camera was brand new. With a defect of the electronic shutter. You can read about my frustrations with Leica and its customer service back then here and here.

The camera was fixed, but I never used it with the same confidence as my Nikons, Fujis and Olympus cameras. There was always a bad feeling. That it could fail me again. From one moment to the other, as before. So when on vacation, or on a photography gig, I always felt I had to carry a second camera as a backup. This is why in France I also had my trusted workhorse Olympus OM-D E-M1X with me. Which was good. Because it has happened again. The exact same error. The Leica failed me – AGAIN!

But at least I got a free physics lesson out of it. The rest was expensive….

For the full saga between me and the Leica customer service in the past 4 months following the renewed hardware failure, continue after the jump….

Continue reading “The Leica failed me – AGAIN” →
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The End is Near

a skeleton in the middle of people - the end is near
1/60 sec | f/2.8| ISO 6400 | 70mm

No, the world will not end tomorrow. Also the reaper is (hopefully) not looking over my shoulder. Nothing nearly as dramatic. But there is change ahead, after (yet another) big emotional disappointment. I’m really loyal to the brands I use. But there are limits. And I don’t like to be taken for a fool. So the end is near.

Image taken with the Leica SL2-S and the Vario-Elmarit-SL 1:2.8/24-70 ASPH. Post-processing in Lightroom Classic.

Have a great Saturday

Marcus

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7

My Leica failed me

Leica SL2-S broken
Broken | Jerusalem | 2022

Sometimes the worst case happens. You are on vacation, bringing your best gear to capture all the magic of the places you visit. And then disaster strikes. My Leica failed me. My brand new SL2-S decided to stop working while we visited Jesus’ baptism site on the River Jordan this morning. “System Error” was the bright orange message on the display. Switching on and off, removing and re-inserting battery, changing SD cards and lenses. All the tips I googled in the Leica forum, nothing helped.

I send a message to the Leica store where I purchased the camera, pointing out that I was three days into a once in a lifetime vacation and I needed help to reset the camera (the SL2-S seemingly has no hard reset) or with whatever trick they have up there sleeves to somehow overcome the failure.

Well…I even got a return message two hours later. They wrote that they talked to Leica Service and they indicated it most likely is a shutter failure and they need to resend the camera to the factory for repairs.

Leica, in case you read this: My Nikons never ever failed me like this. My Olympus workhorses never ever failed me like this, whatever I did to them. This Leica SL2-S is a brand new camera that costs triple what I payed for these other cameras. And it simply stopped working, without warning, being handled and operated with care. Shutter Failure. Are you kidding me? And I’m simply being told I will have to send in the camera for repairs. No apologies, no nothing. A suggestion that I might want to look for a retailer in Jerusalem or Tel Aviv that maybe can take a look. Not even sending me addresses or phone numbers. Not even a simple sorry for having a new high end 5000 Euro camera fail on vacation.

Leica, your customer experience sucks! I would have at least expected some kind of “sorry”. Or a proactive suggestion how I could get it looked at here in Israel. And even when I get this thing repaired within warranty…how can I ever confidently take this camera on vacation again or use it on a wedding gig? So disappointed…so disappointed….

Now the old M240 and my iPhone 12 will have to cover the rest of the vacation. At least I brought a 10 year old backup and some vintage primes. And the iPhone camera is also quite capable. I’m looking forward to the challenge to get the best of the failed SL2-S luxury camera. To still capture all the memories of our trip to beautiful Israel.

Thanks for nothing, Leica!

Marcus

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