Rusty Gate
Well-Known Member
Phone call to Vortex & replacement in the post two days later
Element Nexus riflescope - accidental damage, engaging Element's support team...
- Thread starter zambezi
- Start date
Yes.100%. That is surely what a warranty affords: if I damage the item, maker undertakes to restore function.
This seems to be tangential to the basic premise of warranty: are you questioning whether the consumer expectation is that the remediation should be Free of Charge?
Personally, I cannot see how product warranty can exempt owner from costs of repair due to accidental damage. I am definitely prepared to pay costs. I cannot accept that the warranty means I throw the scope away.
Whether a maker choses to waive costs and thus chase that mythical Swaro' support status is at their discretion.
Grandhubert
Well-Known Member
If I break it, I pay to have it fixed.
if I find that the manufacturer broke it, it made it to break, they pay.
in this case I’m not sure I would think to have it repaired at the cost of the maker.
if I find that the manufacturer broke it, it made it to break, they pay.
in this case I’m not sure I would think to have it repaired at the cost of the maker.
I think you misunderstood my post. I agreed with you in the post that precedes yours:
Re-read: "I cannot see how product warranty can exempt owner from costs of repair due to accidental damage" - accidental damage is owner's liability. Your sentence was shorter, but we are saying the same thing: " If I break it, I pay to have it fixed "
But...only the maker can fix the product they manufactured and test it to the spec it first left the factory, so only they can repair 100%.
If a manufacturer sells an optic with a comprehensive warranty, then failing to fix a broken scope under any terms would surely be a breach of warranty.
If they charge for repair to fix accidental damage, that would be fair. If they waive their fee for fixing accidental damage, that is their business model choice.
It is potentially wisdom to do that. I have Swaro binoculars, telescope and two riflescopes. They all commanded premium pricetags. I was happy to pay that higher price because I know (a) they are premium products backed by a (b) premium warranty.
Element have every chance of earning that status...
Grandhubert
Well-Known Member
Mine was a more general point, I can see where you are coming from.
Zeiss once fixed a pair of 40 year old binoculars for me for free, I tried to pay and they wouldn’t have it.
Nice but slightly embarrassing, to be honest.
Zeiss once fixed a pair of 40 year old binoculars for me for free, I tried to pay and they wouldn’t have it.
Nice but slightly embarrassing, to be honest.
@theroedeerguy
Well-Known Member
Any update on the scope repair?
Nope. No emails or packages since UPS collected damaged scope.
Will definitely update this thread as soon as anything happens.
Sambarrmann
Active Member
My belief on the generous warranties is that scope makers know the image-movement system, now almost universal, is fragile and that most repairs are something to do with that. So, rather than constantly explain the Achilles heel in their technology, they just fix everything free or give out new scopes.
It does have the advantage of having guts that are easier to get at and replace than in the old reticle-movement and fixed-reticle types, however.
Why they would be equally generous with binoculars is harder to understand - maybe it is to save explaining a different policy in their regard.
It does have the advantage of having guts that are easier to get at and replace than in the old reticle-movement and fixed-reticle types, however.
Why they would be equally generous with binoculars is harder to understand - maybe it is to save explaining a different policy in their regard.
Still no final resolution yet but Element have been good with updates:
Apparently UPS did not forward faulty unit from the UK to Sweden [where Element support reside] because they were short of one document required to allow that cross-border transfer in our post-Brexit world. 20 days without advising either myself or Element of reason for delay! UPS have not covered themselves in glory.
Element state that UPS have taken receipt of additional paperwork today and now expect rapid delivery.
Element further advise that they will use DHL for the transport back to the UK.
Apparently UPS did not forward faulty unit from the UK to Sweden [where Element support reside] because they were short of one document required to allow that cross-border transfer in our post-Brexit world. 20 days without advising either myself or Element of reason for delay! UPS have not covered themselves in glory.
Element state that UPS have taken receipt of additional paperwork today and now expect rapid delivery.
Element further advise that they will use DHL for the transport back to the UK.
Sambarrmann
Active Member
That makes sense to me, Klenchblaize*. Though a fool's paradise in most regards, the usual image-movement design is easy to service because most, if not all, the guts come out as one from the ocular end after removing the bell. This makes them cheaper to make and fix (though that may not placate the user on safari) and I guess they just replace user-damaged scopes to save negative traffic on the Internet.
*I was looking at your post at the bottom of the first chapter, forgetting that there was a second one on which I'd already contributed
*I was looking at your post at the bottom of the first chapter, forgetting that there was a second one on which I'd already contributed
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Update today is very encouraging:
Element used UPS to collect the damaged unit from my house in March. UPS have yet to deliver that unit to the Swedish warranty center.
Element's standing policy is to wait for faulty goods to arrive and be assessed. Because I have been subjected to delays in resolution outside of my control, Element have agreed to ship a replacement unit even before taking delivery of the faulty item from UPS!
Today DHL have asked me to confirm that the inbound goods are indeed a warranty job, so it seems that the scope is already in the pipeline somewhere...
Element used UPS to collect the damaged unit from my house in March. UPS have yet to deliver that unit to the Swedish warranty center.
Element's standing policy is to wait for faulty goods to arrive and be assessed. Because I have been subjected to delays in resolution outside of my control, Element have agreed to ship a replacement unit even before taking delivery of the faulty item from UPS!
Today DHL have asked me to confirm that the inbound goods are indeed a warranty job, so it seems that the scope is already in the pipeline somewhere...
Element customer support is second to none. It is at parity with the service I have had from Swarovski on their products.
My replacement Element riflescope arrived today from Sweden. To say I am thrilled is an understatement.
Bravo to Henric and all at Element customer support.
My replacement Element riflescope arrived today from Sweden. To say I am thrilled is an understatement.
Bravo to Henric and all at Element customer support.