Dissatisfied with Swarovski service

[rodkayak]

Two grub screws came loose in the focus adjustment on these 15 year 8x56 binoculars. I could not see how to get access to the screw heads as I couldn't see a cleavage plane with the cap.
Erroneously thinking that the fix would be cheap and easy I sent them off to Swarovski. They have quoted £330 to screw them back in.
I have also sent them a Z6i where the whole rear end of the focus unscrews and detaches. I am dreading the repair bill on that. I think it's a prohibitively expensive repair bill for what is supposed to be a top quality product and these faults are not caused by poor handling.
Burris and Hawke give no quibble life time guarantees.

 

[HonestJohn]

Seems like swaro have realised that by fixing everything for free, people stop buying new and replacing. It’s a double edged sword, because you have companies offering long or lifetime servicing / warranties, but they rely on one time sales essentially.

Swaro are hedging their bets that people will be put off by repair costs and go buy new swaros - is my best guess.

Lifetime warranties also don’t work from a commercial perspective, because you won’t have parts after a few years, esp with the majority coming out of the far east, so when a repair is needed under a lifetime service in 15 years from now, a company like Hawke or Vortex will offer the equivalent value of the product against the purchase price of a new line item.

 

[rodkayak]

Zeiss have agents in the UK who will fix your scope. Swarovski don't. It would be great if there was a non Swarovski affiliated repair technician who could repair Swarovskis in the UK in a shorter time frame and for less than sending them of to Austria.

 

[rodkayak]

 

[Klenchblaize]

How much of that cost is in the getting them back to you, in the UK?

K

 

[HonestJohn]

Can you remove the top cap, put central spindle back in, screw the little screw tight (it screws in from under the cap), then replace cap? The cap is likely glued on

 

[rodkayak]

Tried but can't see the cleavage plane or seam

 

[rodkayak]

How much of that cost is in the getting them back to you, in the UK?

K

Don't know but stuff coming from Amazon from the continent is never more than £10

 

[HonestJohn]

Don't know but stuff coming from Amazon from the continent is never more than £10

Could well be the top is just a think metal sliver that can be peeled off, under will be a central screw that detaches the top cap from the central spindle. Top cap removed, there will be access to the screw that’s come undone

I say this because I used to help design and sell binoculars, and they were usually out together in such manner. The top sliver is just the logo plate, and likely will peel off with a razor

Not saying to DIY it, but!

 

[Klenchblaize]

Zeiss have agents in the UK who will fix your scope.

Would you please supply a list of these Agents and the corresponding contact details. I don't need the details of ECBR.
Ta
K

 

[John Gryphon]

How much of that cost is in the getting them back to you, in the UK?

K

Don`t know that but I sent my own RF 10x42 to Sydney,insured for full value that cost $90 freight/insurance. Syd sent to Austria and they were returned to me FOC.

 

[oldhamstocks]

I now buy high-end Hawke and Vortex for my scopes, binos and spotting scopes. In the UK less than a week turnaround if anything gets broken and they have it in stock. Incredible customer service, zero stress.

 

[Jon P]

Recently paid £463 to have a new outer shell put onto my z8 rifle scope- should be back in a few weeks, was my fault had rifle leaning against tail gate , lifted tail gate and rifle / scope bounced off the concrete floor. Dented the case quite badly but held zero. I could not deal looking at it so had to get it fixed.
Operator error so I can’t blame the manufacturer.

 

[GWP]

Would you please supply a list of these Agents and the corresponding contact details. I don't need the details of ECBR.
Ta
K

Zeiss will tell you send them to ECBR

 

[Mossypaw]

Seems like swaro have realised that by fixing everything for free, people stop buying new and replacing. It’s a double edged sword, because you have companies offering long or lifetime servicing / warranties, but they rely on one time sales essentially.

Swaro are hedging their bets that people will be put off by repair costs and go buy new swaros - is my best guess.

Lifetime warranties also don’t work from a commercial perspective, because you won’t have parts after a few years, esp with the majority coming out of the far east, so when a repair is needed under a lifetime service in 15 years from now, a company like Hawke or Vortex will offer the equivalent value of the product against the purchase price of a new line item.

Was in a certain ‘Scottish Optics Dealer’ yesterday, feeling was that Swaro are struggling as an optic company. Lack of development and digital/thermal outselling traditional glass. Chinese scopes are not far behind and a lot cheaper.
There wasn’t a lot of glass scopes on the shelves compared to digital.

 

[rodkayak]

Now that I have a Pulsar thermal I don't need that low vision acuity that Swarovski provides, a cheaper scope with better service back up will do. I can simply clip off the Pulsar and clip on the cheaper scope with no difference in the POI

 

[John Gryphon]

Are there such things?

 

[John Gryphon]

high-end Hawke and Vortex

High end? How do they compare. As an aside.

 

[HonestJohn]

High end? How do they compare. As an aside.

Would have been good to see that repeated in poor light conditions

 

[John Gryphon]

Would have been good to see that repeated in poor light conditions

The all important part of "best".