Does Leica Service Need Servicing

I recently sent my new condition Leica Zoom lens to Leica's service
center in New Jersey for a cleaning...my eyepiece came back with 1/2
inch scratch across the the focus ring, another scratch on the top
lens retaining ring and finally one nice big thumb print on the top
lens....Leica asked that I send it back to them BUT I was curious if
anyone else has had this sort of experience with Leica service...it
was a huge shock to me as I've always thought of them as a high end
optics and camera supplier and just assumed their service would be of
a similar high standard...it will certainly be interesting to see if
they take responsibility.