I usually do not talk about customer service very much since it has generally been getting better for most brands even the ones that were not known for this in the past.
For example, in years past Burris was not famous for great customer service, but they have really stepped up in that department (and my personal experience with them last year was excellent).
As far as Leica goes, I was never aware of anything being wrong with their customer service, partly since Leica riflescopes and binoculars I used never needed any. I did have a Leica camera that needed to be repaired and Leica took care of that quickly and with more courtesy than I expected (or deserved). It broke right before a trip I needed to go to and after sending it I called an begged for them to move it up the line. I really did not expect anything, but they stepped up, replaced the lens on my Leica Q and got it back to me in time.
With this as background, I was talking to a friend of mine a little while back and he said he would not buy a Leica scope because of customer service concerns. Rather than do forensic analysis on the history of their customer service, I reached out to my contact at Leica and politely inquired how they are going to go about fixing that reputation.
Frankly, I liked their response. They did not offer any excuses and did not spend any time admitting or denying anything or discussing whether that reputation was deserved or not.. Their basic response boiled down to a very simple acknowledgment that they pay attention to the market and they recently made an investment in beefing up their service department both in terms of personnel and resources.
It takes very little effort to get bad publicity and a lot of hard work to regain your good reputation. I will keep an eye on how Leica does moving forward, but I like what I am seeing from them so far.