poor customer service from zeiss im very disappointed indeed

[223]

Hi Chaps

Thought I would give some constructive feedback about very poor customer service I received from zeiss, I rang zeiss last week as I needed a part for my rangefinder (8x26prf)

a very polite lady answered the phone and said there was no one available to speak to, and could I leave my number and she would ensure someone rang me , no one rang me back.

so after a few days I rang back and I was told exactly the same and I still waiting now for the second time, I was a massive zeiss fan having a few of there scopes and a rangefinder and I was thinking of buying some of there rangefinding binoculars.


but after this experience im thinking of selling all my zeiss products and swapping brands, which is such a shame because this part is so small.


I feel let down, and this is so out of character for me to write anything negative (but im annoyed), as normally im the first person to help some one out not put them down.


Many Thanks

ATB

Dave

 

[devon deer stalker]

Email sometimes work better in these situations, or next time you ring get a name of the person.
Damned annoying though.
Cheers
Richard

 

[223]

true but im a little old fashioned and like to speak to someone , but I know were your coming from

but we shouldn't be having this conversation really

 

[artschool]

i think you should follow through sell all your zeiss stuff and buy swarovski.

 

[nun_hunter]

I've had good dealings with Zeiss customer care in the past but via email. Last time I emailed and got a response saying it had been passed to the technical team but I heard nothing so emailed again. I had an apologetic reply and then an email from the tech team a short while later. I think the customer services team are very good and if they can solve it then happy days but if it gets referred to a less customer oriented part of the company then things can slow down a bit.

 

[highseat6.5]

i think you should follow through sell all your zeiss stuff and buy swarovski.

+1. Swarovski customer service is second to none ....

 

[norma 308]

Email is the way of the world now perhaps our resident zeiss pro can help ,I'm sure this can be resolved.when I've dealt with swaro it's always been email and I have to say 11/10 service
Norma

 

[sikamalc]

Dave,
I am surprised as Zeiss have always given me good service. I lost the rain cover for my old Zeiss Night Owl Binos about a year ago, and Zeiss very kindly found me a new pair of rain covers kicking about and sent them cost free, even though that range has been discontinued for a number of years.

Also most of the Zeiss team will have been at the CLA I assume and they have also had a change of staff in the very recent past.

Please PM me and I will put you in touch with the appropriate people at Zeiss.

Regards
Malcolm

 

[moonstone gsp]

Mmmmmm interesting post from a Zeiss pro hunter

 

[Blackdog]

Sad to hear, I rang Zeiss (must admit I speak German) booked in my 20 year old binos for a service and sent them off. 3 weeks later I got a bill for €240 and paid it. They sent me an immaculately overhauled set of binos back. Seems a shame if they aren't playing ball due to a language problem. Happy to call on your behalf if you need a translator.
Kind regards
Steve

 

[Shootgun]

+1. Swarovski customer service is second to none ....

It's a shame their products are carp though...

 

[User00014]

It's a shame their products are carp though...

now you started something

Im a Leica man myself, nothing too much trouble always helpful , as you would expect from a company you have spent a good grand and some on buying their products!

 

[skywull]

well you might have trouble selling your rangefinder if it needs a part

 

[User00003]

Have to say I am a Schmidt and old
zeiss man. New (and old) s&b' are imho the best products in the market, also older zeiss diavari in gloss and diatal from the 80's and 90's and bgats. Hate, I stress this, the new look of the zeiss, the tube coating, the plastic turret caps, etc, totally lacks the quality look and feel, such a shame for such a company.

Swaro is good too, just don't get along with the fine reticles, also imho scopes must be dark black and in no way shape or form have anything battery driven inside!!!!!!!!!!!


The last time I dealt with zeiss servicing was for a pair of 7x42 bgats that the focus wheel was stuck on, probably bought in the early to mid 80's. Sent it to mark at Cambridge zeiss and had them couriered back to me 5 days or so later, fully serviced and like new. FOC!

 

[Tim.243]

now you started something

Im a Leica man myself, nothing too much trouble always helpful , as you would expect from a company you have spent a good grand and some on buying their products!

Lee...I asked my mate why he keeps his Zeiss bino's in a Leica case?
























Simple he replied...











No one will want to nick them.......











LOL









Tim.243

 

[stuartp]

I have used them twice, both times to service second hand bino's under warranty and the service has been absolutely perfect.
Both times they stripped & serviced the binoculars and the with the second pair they even supplied me new rain cover as the one I had was a bit baggy FOC.
Utterly faultless, and I wouldn't hesitate to buy more of their products and recommend them to others based on my experience.

 

[sikamalc]

Mmmmmm interesting post from a Zeiss pro hunter

And your point is.

 

[75]

So let me get this right, you're shocked and appalled at zeiss and are going to sell all your zeiss kit because they've not returned your call twice?

I'd agree it's not great customer service, but seems like an odd overreaction to me!!

 

[Klenchblaize]

I believe it is fair to say that Zeiss Customer Service is far less tolerant of what is often perceived to be overt approaches for FOC ‎goods & services than are Leica or Swarovski.

K‎

 

[Greymaster]

So let me get this right, you're shocked and appalled at zeiss and are going to sell all your zeiss kit because they've not returned your call twice?

I'd agree it's not great customer service, but seems like an odd overreaction to me!!

And how will selling the kit hurt Zeiss?