Swarovski service, again (1 Viewer)

[oetzi]

The SLC 8X42 I purchased in 17th of February was sadly lacking the pair of lens overs. The (local) shop promised to get them, but failed to deliver.
Having waited two weeks I called them and was told they had ordered but not got them yet, they would contact Swarovski again.
After another week of waiting, last week, I sent a Mail to Swarovski Austria, explaining the problem and asking for a set. I got an answer on the some day, anouncing a delivery to be made from the German distributor. And here they are, free of charge.

 

[RustyHeadedJay]

The SLC 8X42 I purchased in 17th of February was sadly lacking the pair of lens overs. The (local) shop promised to get them, but failed to deliver.
Having waited two weeks I called them and was told they had ordered but not got them yet, they would contact Swarovski again.
After another week of waiting, last week, I sent a Mail to Swarovski Austria, explaining the problem and asking for a set. I got an answer on the some day, anouncing a delivery to be made from the German distributor. And here they are, free of charge.

I broke one of my EL field pro covers by removing them exactly as the instructions said lol. Swaro sent me a new one out at no cost and no questions asked. I did tell them in my email that I bought them new from B&H and said I could provide a receipt if needed but they apparently didn't need one! I received it in less than a week from initial email too.

 

[nodd]

One of the objective covers on my 8.5x42 EL Field pro was showing signs of wearing out I contacted Swarovski through their website a replacement plus two spares arrived within week FOC. Just great service.

 

[BabyDov]

I broke one of my EL field pro covers by removing them exactly as the instructions said lol. Swaro sent me a new one out at no cost and no questions asked. I did tell them in my email that I bought them new from B&H and said I could provide a receipt if needed but they apparently didn't need one! I received it in less than a week from initial email too.

I am curious if they asked for the serial number on your Els or had you already registered them?
Why do I ask? I had an opportunity to buy a 8x32 El from Tri-State Camera, for a really low price. Surprised by the price, I asked if they were an authorized Swarovski dealer, and they said no. When I asked about the warranty, they told me that I would only have a 1 year warranty from them, not from Swarovski. Obviously, it wasn't worth saving $200 to buy a gray market binocular that might be unserviceable by Swarovski down the road. I ended up buying mine for B&H, too. I would imagine Swarovski knows where you bought your El's by the serial number, if they had asked. I would be surprised if they didn't.

 

[jan van daalen]

Hi BD,

Let me give you an example that answers your question.
An Australian couple had their honeymoon in Europe and their Swaro EL broke down. They ended up in my place and received a loan Swaro bin from us. Their bin went to Austria, got repaired, went to Australia and our bin came back after their honeymoon.
Free of charge.
No worries mate, you've got a Swaro.

Jan

 

[BabyDov]

Hi BD,

Let me give you an example that answers your question.
An Australian couple had their honeymoon in Europe and their Swaro EL broke down. They ended up in my place and received a loan Swaro bin from us. Their bin went to Austria, got repaired, went to Australia and our bin came back after their honeymoon.
Free of charge.
No worries mate, you've got a Swaro.

Jan

But did the Australian couple buy their Swaro from an authorized dealer in Australia? I would imagine they did, and Swarovski knows they did, by the serial number on it and which dealer had sold it. Of course, I could be mistaken. It was my understanding that Swaro provides a lifetime warranty in the U.S., but only a 10 year warranty, elsewhere, except for the optics which is lifetime everywhere. When Tri-State Camera admitted they were not an authorized dealer and were selling a gray market binocular with only a 1 year non-Swaro warranty, perhaps they got it from an authorized dealer who was going out of business. If they did, I am puzzled that they said it would not have a Swaro warranty. Speaking of the Swaro warranty, I was surprised that the NL package, unlike other Swaro's I had tried, did not contain a warranty card with a reminder to register the 8 x 42 NL. Thinking it might be an oversight, I spoke to B&H. who checked another package, which also did not have a card.

 

[jan van daalen]

BD,

Which part of the quote: "No worries mate, you've got a Swaro", didn't you understand?

Ofcourse I am joking here but it is reality. I have never ever in the last 25 years experienced any problems with anything you come up as possible problems.
If you want a answer, just lay down your question at SONA (and let us know their answer).

Regarding the couple:
I don't know where or from who they bought the bin. I just called my guy at Swarovski and they came up with this solution and if I could live with it. They never asked for any ##number


Jan

 

[bkdc]

Swarovski of NA does always ask for a serial number. I’ve had no issues getting small parts. However, there are some dealers who sell extra objective covers, rainguards etc (if you want to just buy from a store).

 

[BabyDov]

BD,

Which part of the quote: "No worries mate, you've got a Swaro", didn't you understand?

Ofcourse I am joking here but it is reality. I have never ever in the last 25 years experienced any problems with anything you come up as possible problems.
If you want a answer, just lay doThank you for purchasing this instrument and welcome to the world of SWAROVSKI OPTIK. Since our founding in 1949, the SWAROVSKI OPTIK community has been committed to providing an ownership experience, which includes our legendary service that is second to none. We sincerely believe that our optics are the best in the world and put them through rigorous tests to ensure that the name you trust is built to the highest standards. But in the unlikely event that you discover a problem in defects in workmanship or materials, we’ll gladly examine the instrument. SWAROVSKI OPTIK offers a lifetime warranty on the optical system of our products for products purchased by US and Canadian residents from an authorized SWAROVSKI OPTIK North American dealer. Once examined, if it is determined that the optical system is defective we will repair or replace the instrument or defective part. SWAROVSKI OPTIK warrants all other parts of the instrument for ten years from date of purchase against defects in materials or workmanship, subject to normal use. All electronic components are warranted for two years against defects in materials and workmanship, subject to normal use, from date of purchase. All non-optical products (i.e. accessories, tripods etc.) are warranted for two years from date of purchase. This warranty is void if damage results from unauthorized repairs, accident, alteration, misuse, abuse, neglect, fire, flood or other acts of God. If after the warranty period your instrument needs servicing please call customer service at (800) 426- 3089. At SWAROVSKI OPTIK, we are totally committed to our customer, products and service. Once you have had the pleasure of owning and using our products, we are sure they will become your trusted companions for life. “Any SWAROVSKI OPTIK product that is purchased in North America that is not imported by SWAROVSKI OPTIK North America and not sold to a consumer by an Authorized U.S. or Canadian SWAROVSKI OPTIK North America Dealer has no Authorized Warranty.” In the event of a defect, please call customer assistance at (800) 426-3089 to obtain a Service Order Number (SO), which will be used to identify your warranty request through its completion. When you call, our customer service representative will give you instructions as to where to send or take the product for service. Whenever you send or take your product to us, please enclose your name, shipping address, daytime phone number, a brief description of the problem, and a copy of the receipt from an authorized U.S. or Canadian SWAROVSKI OPTIK North America dealer. Please write the Service Order Number on the enclosure and on the outside of any packaging. We will determine, at our option, whether to repair or replace the instrument. If the instrument is not covered under the warranty, we will contact you with an estimate of the repair price. Any correspondence should be sent to: SWAROVSKI OPTIK N.A. Ltd. • 2 Slater Road • Cranston, RI 02920 / [email protected] Please do not send us your instrument until we have issued a Service Order Number and instructed you to do so. If you are instructed to return the instrument to us, you are responsible for properly packaging your instrument. You are responsible for insuring the package and assume the risk of loss in transit to us, unless we arrange for transport. This is a limited warranty, and you may have other rights which vary from state to state. The obligation of the warrantor is solely to repair or replace the product. Neither SWAROVSKI OPTIK nor any of its affiliates are liable for any incidental or consequential damage due to such defectwn your question at SONA (and let us know their answer).

Regarding the couple:
I don't know where or from who they bought the bin. I just called my guy at Swarovski and they came up with t

If I recall correctly, aren't you a Swarovski dealer? Are you here in North America? I just called Swarovski here in the U.S., and the service representative said that the warranty in the North America is different than the warranty elsewhere. In the U.S., they will only service binoculars if they are purchased from an authorized dealer here in North America. They may ask for proof of purchase, if you have not already registered the product on line. In all cases, they will ask for a serial number to be sure it has been registered. before sending out replacement parts such as objective covers. The warranty in the U.S. is limited life-time, which basically means that as long as they have parts for your binocular, they will fix it. He sent me a copy of the full North American warranty. The second paragraph makes is very clear. ( It seems that if the binoculars were purchased elsewhere, outside of North America, or from a non-authorized dealer, you could always send them to Austria to have them repaired.)

"LIMITED LIFETIME WAARRANTY
Thank you for purchasing this instrument and welcome to the world of SWAROVSKI OPTIK. Since our founding in 1949, the SWAROVSKI OPTIK community has been committed to providing an ownership experience, which includes our legendary service that is second to none. We sincerely believe that our optics are the best in the world and put them through rigorous tests to ensure that the name you trust is built to the highest standards. But in the unlikely event that you discover a problem in defects in workmanship or materials, we’ll gladly examine the instrument. SWAROVSKI OPTIK offers a lifetime warranty on the optical system of our products for products purchased by US and Canadian residents from an authorized SWAROVSKI OPTIK North American dealer. Once examined, if it is determined that the optical system is defective we will repair or replace the instrument or defective part. SWAROVSKI OPTIK warrants all other parts of the instrument for ten years from date of purchase against defects in materials or workmanship, subject to normal use. All electronic components are warranted for two years against defects in materials and workmanship, subject to normal use, from date of purchase. All non-optical products (i.e. accessories, tripods etc.) are warranted for two years from date of purchase. This warranty is void if damage results from unauthorized repairs, accident, alteration, misuse, abuse, neglect, fire, flood or other acts of God. If after the warranty period your instrument needs servicing please call customer service at (800) 426- 3089. At SWAROVSKI OPTIK, we are totally committed to our customer, products and service. Once you have had the pleasure of owning and using our products, we are sure they will become your trusted companions for life.

Any SWAROVSKI OPTIK product that is purchased in North America that is not imported by SWAROVSKI OPTIK North America and not sold to a consumer by an Authorized U.S. or Canadian SWAROVSKI OPTIK North America Dealer has no Authorized Warranty.” In the event of a defect, please call customer assistance at (800) 426-3089 to obtain a Service Order Number (SO), which will be used to identify your warranty request through its completion. When you call, our customer service representative will give you instructions as to where to send or take the product for service. Whenever you send or take your product to us, please enclose your name, shipping address, daytime phone number, a brief description of the problem, and a copy of the receipt from an authorized U.S. or Canadian SWAROVSKI OPTIK North America dealer. Please write the Service Order Number on the enclosure and on the outside of any packaging. We will determine, at our option, whether to repair or replace the instrument. If the instrument is not covered under the warranty, we will contact you with an estimate of the repair price. Any correspondence should be sent to: SWAROVSKI OPTIK N.A. Ltd. • 2 Slater Road • Cranston, RI 02920 / [email protected] Please do not send us your instrument until we have issued a Service Order Number and instructed you to do so. If you are instructed to return the instrument to us, you are responsible for properly packaging your instrument. You are responsible for insuring the package and assume the risk of loss in transit to us, unless we arrange for transport. This is a limited warranty, and you may have other rights which vary from state to state. The obligation of the warrantor is solely to repair or replace the product. Neither SWAROVSKI OPTIK nor any of its affiliates are liable for any incidental or consequential damage due to such defect."

 

[jan van daalen]

At least this answers your question.
Down here we have 10 years warranty (even though 30 year old bins get repaired) and not limited lifetime as long as spare parts are available.
I think it is exactly the same only different written.

Jan

 

[jring]

Hi,

yeah, with Swaro it seems that as soon as your bins actually get to the workshop in Absam, there's a pretty good chance that it gets repaired for free. Maybe they fired the person who was responsible for writing bills?

Let's just hope no beancounter ever discovers that...

Joachim

 

[BabyDov]

I should have mentioned in my last post that Swarovski said that the North American Lifetime warranty is transferable, which means that second hand binoculars need to be re-registered, should the second owner want service. Swarovski will request confirmation from the seller that the previously registered binoculars were actually sold to the person requesting service, and not stolen. Perhaps, this is good reason to register your binoculars at the time of purchase, rather than waiting to do that when they need service.

 

[jan van daalen]

Hi,

yeah, with Swaro it seems that as soon as your bins actually get to the workshop in Absam, there's a pretty good chance that it gets repaired for free. Maybe they fired the person who was responsible for writing bills?

Let's just hope no beancounter ever discovers that...

Joachim

Maybe the competition offered him a better salary.......

 

[RustyHeadedJay]

I am curious if they asked for the serial number on your Els or had you already registered them?
Why do I ask? I had an opportunity to buy a 8x32 El from Tri-State Camera, for a really low price. Surprised by the price, I asked if they were an authorized Swarovski dealer, and they said no. When I asked about the warranty, they told me that I would only have a 1 year warranty from them, not from Swarovski. Obviously, it wasn't worth saving $200 to buy a gray market binocular that might be unserviceable by Swarovski down the road. I ended up buying mine for B&H, too. I would imagine Swarovski knows where you bought your El's by the serial number, if they had asked. I would be surprised if they didn't.

Shoot, I just looked at my email and I did initially send a photo of my serial number. I will edit my original reply.

edit: well I guess too much time has passed to edit my original reply lol.

 

[seawatcher]

Swarovski, Zeiss, Opticron - never had a single problem when it comes to servicing equipment, and always for free. Nikon however......

 

[oetzi]

I am curious if they asked for the serial number on your Els or had you already registered them?

I haven't registered them yet and they didn't ask.
(Btw, yesterday the shop informed me about having received the lens covers)

 

[BabyDov]

I haven't registered them yet and they didn't ask.
(Btw, yesterday the shop informed me about having received this e lens covers)

It just goes to show you that Swarovski in Austria will service ANY Swaro owner, while North America Swarovski Rhode Island will only service Swaros bought from an authorized dealer here. That's probably why Swarovski Europe didn't need to know the serial number.

On the other hand, I wonder if that means if you were visiting the U.S. or Canada and needed service on your European purchased Swaros, would Swarovski of North America refuse to work on them under warranty? That wouldn't be very nice, if it were true.

 

[mbb]

To add some info to this discussion, when I have asked Swarovski (in the EU) about service/warranty information for an old binocular, their response was the following:
"A worldwide warranty for defects in material and/or workmanship is guaranteed for 30 years from the date of fabrication on presentation of a valid invoice or guarantee certificate."
Paperwork like invoices and certificates do easily get lost over the course of 30 years (much more than over the course of the EU legal 2 years warranty period). The response was a bit less clear:
"Generally, we try to act on goodwill where possible or find solutions that are acceptable for both the customer as well as our company."

Trying to interprete the latter based on what I have read and heard here and from shops, I have the impression that:

1. You shouldn't have much trouble getting small replacement parts (for a broken or lost protective cap) shipped to you directly, after contacting Swarovski directly yourself. (I had to do it once myself.)
2. Official Swarovski dealers (usually/always??) get the service/maintenance of binoculars and scopes done free of charge, at least if within those 30 years (if pieces are still available?), and if sent to Swarovski via them (an official dealer) and of course if it's not like you have broken your binoculars by dropping them or so. (I had to have my scope serviced once myself, and that was done through the store where the scope was (originally) bought new and where I was also already a customer. I have to say it was a small defect which was very clearly a manufacturing defect, but there are numerous stories here of binoculars getting a major overhaul, replacing the worn out armouring etc.)

What I do not know, is what happens if you need to have your scope or binoculars repaired and you cannot go to the original store anymore ànd you don't have the original paperwork anymore nor registered to product to your name. That can be for many different reasons:

1. because the store doesn't exist anymore
2. because you have moved place and live far away from that store (maybe even in another country in the meantime)
3. I guess registration wasn't as easily done by yourself online a decade or more ago (I know internet already existed (...), but were those customer services already implemented online?)
   because you bought them second hand without that original paperwork
4. because the binoculars were your late father's/uncle's, or because you received them as a gift... (thus obviously they weren't registered on your own name and you might not even know from which store they were bought)
5. ...

From Jan's story, it seems that you can send the binoculars in via another Swarovski dealer, at least via his shop (nice service Jan, arranging for the repair ànd for replacement binoculars! ). I don't know if all official Swarovski dealers give that great service, and if that (at least arranging for the repair) is something they do or do not do based on their own personal policy, or based on Swarovski-policy (asking/requiring that from their official dealers). I don't know, Jan, if you can tell that (on or off the record )?

I don't know if you would get the same things like a whole repair done by Swarovski in the EU if you were to contact Swarovski directly yourself either, also shipping the binoculars directly yourself without any paperwork or registration, without going via an official dealer. (As you would however for small replacement parts.)

To give some idea, a small comparison with servicing bikes: getting bikes repaired in Belgium by a good professional is getting harder over the years if you cannot bring them to the store you have bought them originally (for any of the same reasons mentioned above for binoculars), as many shops have that much repair work that they only repair bikes they have sold themselves. However, a local shop who also follows that policy of only repairing their own bikes, told us that it didn't apply to our bikes: we have bought our Koga bikes second hand directly from the previous owners in another city, not via that shop, but the shop says they will still repair them anyway, as if they had sold them to us, because that is what they do as an official Koga dealers. (They said it with a smile, without any sense of "grrr, we have to".) It seems that this is part of the deal between Koga, the official dealers and the Koga-owners. (Our Koga bikes are long past warranty time, thus it wouldn't be free of charge and standard maintenance isn't free of charge anyway, but at least they would get it done, not question asked...) This sounds very similar to Jan's story about the couple on their honeymoon.

However, I don't know if that couple on their honeymoon already had their binoculars registered to their name (I suppose they didn't bring the original paperwork along on their honeymoon ), and if that would have mattered!?