Zeiss UK

[Uncle Norm]

They've failed to meet everyone of their assurances to contact me. I've had to ring them every two weeks to find out what is happening. Given that it would appear to be a zeiss repair that has failed I am less then impressed.
If they had simply kept their word for contacting me I would have been placated. It's not difficult to acknowledge receipt of £2000+ worth of equipment.

I have seen the problem that sws is having with his Zeiss range finder binoculars. Zeiss have made a serious mess and compounded it by appalling lack of service. They should think themselves fortunate that he is such a patient person. If it had have been me they would be in possession of an invitation that could not be refused i.e. small claims court.

As I result I would not entertain buying one of their products.

 

[mak]

I have seen the problem that sws is having with his Zeiss range finder binoculars. Zeiss have made a serious mess and compounded it by appalling lack of service. They should think themselves fortunate that he is such a patient person. If it had have been me they would be in possession of an invitation that could not be refused i.e. small claims court.

As I result I would not entertain buying one of their products.

i put myself up for this and quite happy to do it, as I said we try but are not always correct. I will look into the problems listed and give a honest report, good or bad. As for the appointment in New Forest I checked today with my service engineer and he stated that two further appointments were requested and messages left but no reply received. The offer still stands. in fairness to the poster I will check again. As for sws I will check the report. What was the problem and what is the serial number? You can send a pm with this and I will report back ( it can be posted on here or reply via pm & you can decide whether to open it up)
As for the "well I will post negative" then of course this is up to the individual, as long as everyone is happy to have a honest report back?

Mark Karn
Divisional Manager
Consumer Optics Division
Carl Zeiss Ltd

 

[beaver]

I have a 2-8 ill duralyt that the illumination would not turn off,spoke to Zeiss Uk, sent it back to them and it came back as good as new FOC Very good service

 

[Uncle Norm]

i put myself up for this and quite happy to do it, as I said we try but are not always correct. I will look into the problems listed and give a honest report, good or bad. As for the appointment in New Forest I checked today with my service engineer and he stated that two further appointments were requested and messages left but no reply received. The offer still stands. in fairness to the poster I will check again. As for sws I will check the report. What was the problem and what is the serial number? You can send a pm with this and I will report back ( it can be posted on here or reply via pm & you can decide whether to open it up)
As for the "well I will post negative" then of course this is up to the individual, as long as everyone is happy to have a honest report back?

Mark Karn
Divisional Manager
Consumer Optics Division
Carl Zeiss Ltd

MAK. If you PM sws I am sure that he would be delighted to hear from you.

 

[Olaf]

I've had nothing but good experiences with Zeiss UK. I live very close to their main offices in Cambridge and have had the pleasure of taking my old but superb Zeiss scope into them in person for a check up in the latter part of last year. Garry couldn't have been more helpful, and he checked it over as well as giving me a thorough education in how the inner regions of my scope work. He also gave me a lovely and brand new lens cloth as well as huge confidence in their products and service. Gary spent the best part of an hour with me and there was also no charge for any of this despite me trying to pay.
I use that scope to stalk deer with several times a week and need to be able to rely on its performance, owing to the shear quality of their products and service, I can do exactly that.

Kind regards, Olaf

 

[mak]

MAK. If you PM sws I am sure that he would be delighted to hear from you.

Sent

 

[cwd]

just out of interest are repairs carried out in this country ? or do repairs go back to germany
andy

 

[mak]

just out of interest are repairs carried out in this country ? or do repairs go back to germany
andy

It depends on the repair. For most binoculars they are carried out in the UK. For electronics and lasers then Germany as after a repair we have to check the laser. For riflescopes the fitting of ASV's can be done in the UK, but for the reassembly of the internal workings they go to Germany. We can check whether the scope is holding zero.
As for zeroing, I should say that in the vast majority of instances, the problem is not always the scope, but mounts or ammunition failures, but occasionally something has gone wrong with the optical train or mechanical adjustment. Germany has a specialist testing laboratory for zero and other mechanical checks (independent) and we use this facility should the user feel that our report is incorrect.

 

[mak]

Very different to my current experiences of Zeiss UK.
I would no longer recommend them or their products to anyone

As I said I would report back in all honesty and thanks to sws, I understand why he should be aggrieved as somewhere in our process no feedback was given on the arrival of his unit and the exchange of information from our side broke down. This is not always the case, but it should not happen and no excuses on my side. Thank you to sws for the information and some other concerns, which I will now discuss with my colleagues.

 

[cwd]

ok thanks for the reply , if someone had a problem could they just bring the item to you for over the counter evaluation
andy

 

[sws]

Well having been without my binoculars for nearly two months I am getting exasperated.
Mark let me know that he was speaking to Germany and that apparently my binoculars were due to leave Germany last Friday. As of today I had not had any further contact from them until I chased Mark this afternoon.

I will ill be contacting zeiss in Germany directly reporting on this .

 

[garymh]

I was in the service department in Germany last week and was told that your binocular was on the way back to you.

I understand that it is not the same as your own binocular but you still have our loan unit (which was sent to you before we received yours) to use.

 

[sws]

Gary
The loan binocular was received three weeks after I sent you mine! If you care to check with Mark he'll corroborate that as will your dealer.
The only reason I received that was that I phoned several times to enquire where mine were. I had to ring several times as no one bothered to return the calls I had made or phone me when they had promised to.
I had even asked for acknowledgement that you had received my binos- that never arrived.
The only time anyone has tried to help me out is when I have complained.

 

[miffy]

Well having been without my binoculars for nearly two months I am getting exasperated.
Mark let me know that he was speaking to Germany and that apparently my binoculars were due to leave Germany last Friday. As of today I had not had any further contact from them until I chased Mark this afternoon.

I will ill be contacting zeiss in Germany directly reporting on this .

Two Months is that all, mine have been back five times i think, last time came back looking like this.
Not happy.

 

[mak]

Gary
The loan binocular was received three weeks after I sent you mine! If you care to check with Mark he'll corroborate that as will your dealer.
The only reason I received that was that I phoned several times to enquire where mine were. I had to ring several times as no one bothered to return the calls I had made or phone me when they had promised to.
I had even asked for acknowledgement that you had received my binos- that never arrived.
The only time anyone has tried to help me out is when I have complained.

I am now at my desk and looking at our booking in system

We received the unit into our service department on the 12th February 2014. I dropped off a loan unit to the local dealer on the 12th February 2014. We book in daily as soon as the goods reach our service department.

We can keep complaining on the web and each and every customer should receive feedback and not have to wait too long for the return of their unit. But as we say there are always two sides to the story. As I said before, if we are at fault then we will own up.

 

[sws]

This is part of the issue then - they float around between the address that they are returned to and your advice desk for a considerable amount of time.

 

[mak]

This is part of the issue then - they float around between the address that they are returned to and your advice desk for a considerable amount of time.

Goods with UPS in Barking. Arrived with them yesterday at 16:29, left company in Germany on the 19th at 12:39. Should be delivered today.

 

[David T]

This whole debacle is enough to put me off buying Zeiss. I appreciate there are two sides to every story and that there are thousands of happy users but Zeiss are not at the budget end of the market so why would I take the chance that everything may work out if there was an issue. I'll be sticking with Swarovski.