Customer Service Variance

R. Macleod & Son - The Best Hunting Companion
Klenchblaize

Klenchblaize

Well-Known Member
Supporter
I guess this is yet another testimony to the exemplary customer service to be enjoyed if you purchase Swarovski Optik products, but it does serve to demonstrate graphically the differences out there:

a. Contacted Swarovski Optik via email at circa 4:30PM on a Friday to request a replacement ocular rubber cap for a 30-year old Habihct scope. They sent me two FOC along with hand-written guidance in how to install securely. The package arrived at 11:30AM the next day (Saturday)!

b. Contacted Zeiss HQ to confirm availability and cost for a replacement turret cap on a circa 30-year old scope as purchased via this site. The next day I received a reply that failed to confirm if such are still available and guidance to contact their UK Service Agent. Sent email to address supplied with a polite note that made clear I was happy to meet all costs. A week later and no reply but a further email from Zeiss HQ requesting I complete a Customer Service "satisfaction" questionnaire. Form completed with an appropriate rating of 1 out of 10 with full explanation for my scoring. A further week has passed and still no response from either Zeiss HQ or Zeiss UK!

K
 
My dealings with Zeiss echo yours. Well I got a free scope cover on one occasion but when I needed a serious repair I was told it wasn't commercially viable and I should buy a new bit of kit!

They seem to use small gifts and trinkets to keep customers mostly happy but any serious repair work is charged.
 
To make clear I was/am happy to pay for the item and the cost of postage. What frustrates me is Zeiss HQ either can't or won't confirm if this component is still available. It's not as if the Zeiss UK Service Department manufacture Zeiss products/components!

A simple "we are unable to assist in this instance" would have sufficed.

K
 
Funnily enough I have experienced the opposite in the past. Zeiss did a refurb of my Dialyts rubber armour at minimal cost & free of charge replaced rubber eye cups, rain guard, strap, objective covers & a new leather case. Also had other work done by Zeiss in the past & found their customer service excellent & quick turnaround. Swarovski did a reticle swap & tube replacement for me a couple of years ago & charged both as single task jobs despite the fact that to replace the tube the reticle had to come out anyway… also said I needed to have new windage & elevation turrets but then fitted the incorrect elevation turret - had windage markings on it so had to request a replacement & fit myself. I guess both have good days & bad days depending on who picks up the phone or gets the email?!
 
I’m sorry but no one can compete with the utter sh*t show that is Yodel for customer service.

Beyond f**king useless is too kind.

@Klenchblaize - give Gary a call at East Coast Binoculars (UK Zeiss repair centre) to see what spares he’s got - very helpful chap. 👍
 
Not sure what is going on with Zeiss UK but still no closer to receiving a simple "yes" or "no" reply to my enquiry!

Upon the helpful recommendation from a respected SD Member I contacted a Mr. K Coles at Zeiss in November 24. He responded promptly to my request and appeared to instruct ECBR in what amounted to pulling their finger out.

All follow-up emails through to 2025 requesting an update have solicited zero response.

K
 
Klenchblaize said:
Not sure what is going on with Zeiss UK but still no closer to receiving a simple "yes" or "no" reply to my enquiry!

Upon the helpful recommendation from a respected SD Member I contacted a Mr. K Coles at Zeiss in November 24. He responded promptly to my request and appeared to instruct ECBR in what amounted to pulling their finger out.

All follow-up emails through to 2025 requesting an update have solicited zero response.

K
Click to expand...

@Klenchblaize

Did this ever come to a satisfactory conclusion?

I'm interested as I was stalking between Christmas and New Year, and the battery chamber cap came off the Zeiss Diavari 2.5-10x50 T* that sits on top of my .308. I was carrying a roe doe back to the car at the time, and so didn't realise the battery cap was missing until I got back.

Duly contacted Zeiss through their website, offering to pay for a replacement, and received an email directing me to their UK service partner, East Coast Binocular Repairs. Forwarded the email to Gary at ECBR, and had the expected response that they were closed for the Christmas holidays.

Since then I've emailed Gary twice, and the same with Zeiss, and had absolute radio silence - nothing, not even an acknowledgment! I subsequently received the Customer Satisfaction Survey from Zeiss, which I duly completed, and again have heard nothing back

If a company is measured not on how they treat you when you buy their products, but when you have a problem, both Zeiss and ECBR score a big, fat, zero. It is hard to believe that, in this day and age, neither company has the courtesy to even contact their customers, other than through automated emails.

Fortunately someone online has published an STL file for the battery cap, so I could get a couple made up by a 3D printing company.

Like you, I can only compare my experience with Zeiss to the service that I have received from Swarovski, which has been exemplary on every occasion I've had the need to contact them. With Tony Kay at OptRep now closed, I am also struggling to think of a good independent company who can repair telescopes, spotting scopes, binoculars and the like.
 
Zeiss normally have a stand at the Stalking show so if your attending a word with them might ilecite a response.
D
 
willie_gunn said:
@Klenchblaize

Did this ever come to a satisfactory conclusion?

I'm interested as I was stalking between Christmas and New Year, and the battery chamber cap came off the Zeiss Diavari 2.5-10x50 T* that sits on top of my .308. I was carrying a roe doe back to the car at the time, and so didn't realise the battery cap was missing until I got back.

Duly contacted Zeiss through their website, offering to pay for a replacement, and received an email directing me to their UK service partner, East Coast Binocular Repairs. Forwarded the email to Gary at ECBR, and had the expected response that they were closed for the Christmas holidays.

Since then I've emailed Gary twice, and the same with Zeiss, and had absolute radio silence - nothing, not even an acknowledgment! I subsequently received the Customer Satisfaction Survey from Zeiss, which I duly completed, and again have heard nothing back

If a company is measured not on how they treat you when you buy their products, but when you have a problem, both Zeiss and ECBR score a big, fat, zero. It is hard to believe that, in this day and age, neither company has the courtesy to even contact their customers, other than through automated emails.

Fortunately someone online has published an STL file for the battery cap, so I could get a couple made up by a 3D printing company.

Like you, I can only compare my experience with Zeiss to the service that I have received from Swarovski, which has been exemplary on every occasion I've had the need to contact them. With Tony Kay at OptRep now closed, I am also struggling to think of a good independent company who can repair telescopes, spotting scopes, binoculars and the like.
Click to expand...
I've yet to hear from either ECBR or Zeiss CS. My assessment of the situation is that neither are interested in supporting the sports optics side of the business.

I may try one last time now you've reminded me!

K
 
I have used ECBR on two occasions for free of charge Zeiss repairs.
Couldn't fault them in anyway. Excellent service.

Have you tried good old fashioned telephoning and speaking to someone as opposed to waiting on an email reply?
Klenchblaize said:
I've yet to hear from either ECBR or Zeiss CS. My assessment of the situation is that neither are interested in supporting the sports optics side of the business.

I may try one last time now you've reminded me!

K
Click to expand...
 
highland stalker said:
I have used ECBR on two occasions for free of charge Zeiss repairs.
Couldn't fault them in anyway. Excellent service.

Have you tried good old fashioned telephoning and speaking to someone as opposed to waiting on an email reply?
Click to expand...
I'm happy to do that but the issue here is informed by what I detailed in my original and subsequent posts that made clear ECBR (Gary) was instructed, in no uncertain terms, by the Head of Zeiss UK Customer Service to deal with my inquiry. That he has singularly failed to do so tells me all I need to know?

K
 
How do you guys interpret the below? I take it to mean this does not include rifle scopes of even Zeiss manufacture but I could be wrong:
1000035659.webp
Mindful ECBR are the only official UK Zeiss Service Centre, where does this leave owners of Zeiss sporting optics?

K
 
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