Major issue with East Coast Binocular Repairs - 5 month delay returning binoculars! (1 Viewer)

[johnnybowowen]

Have you expressed and confirmed a wish to take up the offer regarding a new pair or hinoculars or are you wanting your old unit returned unrepaired?

As i say they(zeiss) have offered me a new pair which east coast are dealing with , just an update on waiting time would have given me a bit more confidence in this matter either from zeiss or east coast

 

[johnnybowowen]

As i say they(zeiss) have offered me a new pair which east coast are dealing with , just an update on waiting time would have given me a bit more confidence in this matter either from zeiss or east coast

 

[PYRTLE]

That decision and agreement would have had to be made from Germany, not EECBR.Perhaps that could account for the time taken to respond. Hopefully you'll be able to update us with some satisfactory news soon.

 

[johnnybowowen]

zeiss have agreed the discounted binos, through east coast , all i want is somebody to give me an update on where i am in the process, lets see what happens over xmas

 

[David55]

My Harpia 95 is back for repair at Zeiss in Germany going through Gary at East Coast repairs.
I would say that the way he has dealt with it has very good, I have been loaned a Harpia scope until my own one is returned, couldn't ask for more.
I do worry about the reliability of my Harpia scope though, as this is the second repair within 3 years.

 

[PYRTLE]

I thought we might have had an update from Mr. Macdonald by now and / or johnnybowowen as to any conclusions.

 

[henry link]

I do worry about the reliability of my Harpia scope though, as this is the second repair within 3 years.

What sort of problems have you had with your Harpia?

 

[PYRTLE]

What sort of problems have you had with your Harpia?

Reply to thread

www.birdforum.net

 

[Bentley03]

I thought we might have had an update from Mr. Macdonald by now and / or johnnybowowen as to any conclusions.

Yes. Disappointing.

Important when using a public forum to air frustrations/concerns regarding a company or individual to give them the benefit of reporting how things were eventually resolved, or updating if they are still ongoing. Poor form, in my opinion.

In the meantime, Gary continues to be extremely helpful sharing his knowledge and advice whenever I contact him.

 

[David55]

What sort of problems have you had with your Harpia?

First problem was the O Ring in the eyepiece which basically disintegrated they send me a new one but I couldn't locate it properly so send it back to be fixed, it's ok now.
Second problem is more serious, the tripod ring fixing screw failed so it has had to go back to Germany for repair. I have been told of someone else with the same issue. Sent it back in December and still waiting but can't complain as they have given me a replacement on loan. I am concerned about this issue though as I certainly don't abuse my scope and wonder if the tripod ring is up to the job.

 

[PYRTLE]

I have been told of someone else with the same issue. That could be easily construed as hearsay without proof.

I am concerned about this issue though as I certainly don't abuse my scope and wonder if the tripod ring is up to the job. I'm sure it will be rectified back to how it was designed, engineered and tested to perform. Good luck. Well done Zeiss customer service.

 

[David55]

I was told by someone I would say is reliable, so wouldn't class it as "hearsay"
Don't get me wrong I love my scope, just didn't expect this to happen, so is unexpected and concerning.
Also I am very happy with the customer service.

 

[GrumpyBuzzard]

I've used ECBR twice and satisfied overall. Dont bother email as I've not received any response but anytime I've called was answered straight away or 5 mins callback. One repair was old pair of Russian binoculars (they no longer repair these as they focus on Zeiss 100%) and a Zeiss FL. The FL was returned within two weeks having a new objective fitted by agreement due to severe scratches.

Thought that good considering parts needed ordering. When received it did have some dust, I returned it and Gary sorted it immediately without extra charge. He explained sometimes in transit a piece of dust can dislodge.

Overall good experience and wealth of knowledge.

 

[BogBean]

First problem was the O Ring in the eyepiece which basically disintegrated they send me a new one but I couldn't locate it properly so send it back to be fixed, it's ok now.
Second problem is more serious, the tripod ring fixing screw failed so it has had to go back to Germany for repair. I have been told of someone else with the same issue. Sent it back in December and still waiting but can't complain as they have given me a replacement on loan. I am concerned about this issue though as I certainly don't abuse my scope and wonder if the tripod ring is up to the job.

The O ring went in my Harpia too. I kind of lived with it / forgot about it, but it came back to bite me when I went to part exchange.
Fortunately the camera shop (Clifton Cameras) were excellent and arranged for repair on my behalf

 

[wllmspd]

Just got another pair back from Gary, needed the backlash on some old Audubons sorting. I know he’s had a big backlog in the past, but fast turnaround, prompt reply, happy customer again.

Peter

 

[dwatsonbirder]

Another positive review from me - I sent my HT in for a clean and service ahead of a trip in a few weeks, and ECBR returned it as new inside of a week! Gary is a credit to Zeiss, and if anyone from Zeiss is reading, please make it know that the service I've received from Gary means they have a customer for life.

 

[PatR]

On 6 August I emailed Zeiss Customer Services in Germany asking for advice on the (for me) poor eye relief on my new Conquest HD 8x42's.

They replied within 30 minutes, asked for the serial number of the bino's and which eyecups were fitted, and then further emailed advising me to contact East Coast Binocular Repairs (ECBR), here in the UK.

I did so, and within 20 minutes had a reply from Gary Hawkins of ECBR, double checking the serial number and, once my confirmation was received, a pair of the longer eyecups would be sent to me.

Received 10 August, eyecups replaced.....perfect! Totally free of charge incuding postage and packing.

Thank you Garry for your exceptional service and for Zeiss in responding immediately. Very impressed. That is what I call Customer Service.

(And in marked contrast to Swarovski when I enquired about some covers for my brand new Habicht GWA 10x40's).

 

[GrumpyBuzzard]

I might add I received a complementary Zeiss strap & the discontinued eye guard for the classic 7 x 50B marine binoculars.