What the h*** is wrong with Swarovski Europe Servicing? (2 Viewers)

[Phil212]

I initially thought that I would live with it and not be bothered telling my story, but eventually I've felt like getting this off my chest and sharing my experience with sport optics fans about Swarovski (weird) customer "service"...
I have owned an EL-32 second generation since 2014 which I've been deligthed with, I have taken great care of it and enjoyed many years of use.
I had managed to keep it in stunning condition with zero damage and pristine optics despite taking it on numerous trips.
I noticed that after a couple of years of use, the rubber armour started to get sticky and peel off, to the point that rather big bits of it eventually came off.
So Iexposed the problem to Swarovski customer service 2 years ago and they offered me to fix the problem at no cost after checking the binoculars (which I had sent to Austria).
After a few weeks I received an email from Swarovski saying that my binoculars were ready for collection in their branch in my country.
They had replaced the whole rubber armour and it all looked stunning like new. So far so good!
Here's my mistake: I did not check thouroughly the binoculars before leaving, put the objective caps quickly, packed them in their original case, took them back home and went on holiday the next day.

I noticed (too late) when unpacking them on holidy that the objective lens of the left barrel (right from the top) had turned blue with a very strong reflection as if the coating had been removed or damaged or whatever...It looked perfectly red-brown like the other one prior to servicing
So I wiped the objective gently but the new color is here to stay and it actually seems to be coming from the inside, as though one lens in the barrel is now uncoated or something.
Before you ask, the blue reflection doesn't occur when I view the other objective lens at the same angle.

So I do not know what the hell they did other there in Austria while servicing them, if they gave me another pair instead (though the serial number are is the original one).
I also noticed that the hinge is now harder to push, perharps they did some tightening, I don't know...
I can't be bothered sending the binoculars back to them, they are out of warranty now anyway, I'm sure it doesn't affect the performance in daylight, but the right lens looks like it has a 30 year old coating...which it did not have prior to rubber armour servicing...

 

[AllanG]

I would just send an email to the service department, showing the above photos, and ask for their explanation for the change?

 

[Gdavis248]

Just curious here, besides the outward appearance in the change of color, do you see any changes while actually viewing through them?

Trust me, I would be annoyed here too! But I'm hoping that the silver lining is that there is no apparent change in image quality despite this.

 

[Maljunulo]

I second the question above.

When you actually look through (not at) the binocular, do you see any difference in the two sides, or in the overall image.

 

[Holger Merlitz]

Maybe two formerly cemented lenses have separated? But that would affect the optical performance. So I would carefully compare the image quality through both tubes, and if there are any differences, contact the service.

Cheers,
Holger

 

[agus_m]

I second the question above.

When you actually look through (not at) the binocular, do you see any difference in the two sides, or in the overall image.

It might be OCD, but I would be so annoyed by such a difference in coatings in my expensive binos. I wouldn't care if there is no difference in view, it is unaesthetic, period. It makes me think there is poor quality control. I would feel the same if there is a stain on the rubber armour, tiny oil stains on the inner lenses, scratches on the exposed metals, etc. all things that wouldn't have an effect on the view or ergonomics.
When buying an alpha, one pays for the optics, but also the workmanship and finish quality. I wonder if the big three would accept a request for replacement.

 

[Phil212]

I second the question above.

When you actually look through (not at) the binocular, do you see any difference in the two sides, or in the overall image.

I don't see any difference in daylight observation between the two sides, I have not run any tests yet in very poor light conditions, probably for fear of getting really pissed off...Anyway paying 1800€ for a binocular with top notch optical coatings, just to see such a thing occuring after servicing is not acceptable. I have become very suspicious about what they did in their lab back in Austria. Quality control failed or it was intentional.
As mentioned in my original post, I should have contacted Swarovski earlier, it's been two years now, I decided to go on with it instead of going through the whole servicing procedure again...well, silly me! My next purchase will be away from Swarovski though!

 

[Maljunulo]

I’m out.

Good luck to those who stick.

 

[A2GG]

You could try sending it back to Swaro and see what they say. maybe they will fix it free of charge or cheaply despite it being out of warranty. they do have excellent customer service. If it's too expensive to fix then I say buy a new binocular.

 

[jan van daalen]

Phil,

Do I understand it correctly?
You haven't contacted Swarovski and haven't experienced a response from them yet.
Swarovski is not a robot. They are humans and humans tend to make mistakes sometimes. Maybe that is all there is.
You have all the reasons to blow off steam but.........only after Swaro doesn't treat you right.
So, have you contacted them?

Jan

 

[Gijs van Ginkel]

phil212,
If you do not observe any difference in image quality between both tubes you do not have to worry. After all you observe reflection colors of ultrathin layers and that should not affect the optical quality of the binocular.
Gijs van Ginkel

 

[claves_10]

Come on.. cut some slack on Swarovski. I agree they are expensive items (at least for me) but ..we all do mistakes.

You humbly said;

.............I received an email from Swarovski saying that my binoculars were ready for collection ...................
They had replaced the whole rubber armour and it all looked stunning like new. So far so good!
Here's my mistake: I did not check thouroughly the binoculars before leaving, .....................

 

[claves_10]

First talk to them. If they did some mistake while removing the armour or consider that different tilt objectives are not acceptable, Well they might assume that responsibility

can't be bothered sending the binoculars back to them, they are out of warranty now anyway

 

[grackle314]

Great to hear the sticky issue was repaired. I've had several plastic items manufactured around the time of your binocular have the sticky issue (e.g., automobile interior buttons, stereo remote control). There seem to have been regulatory changes in Europe which caused manufacturers to seek new materials to meet regulations and long-term changes were not able to be known quickly enough.

Too bad the aesthetics of the objectives have a difference between the barrels which bothers you. That difference in coloration may be due to a change in a layer thickness in the range of the wavelengths of visible light, i.e. probably would have zero effect on the function of the binocular while still presenting a visual difference when viewing the objective directly. Such a layer thickness difference could be due to several possibilities in the refurbishment process and may involve differences in available parts and materials compared to 10 years ago. A step taken in refurbishment to give best optical performance might have such an aesthetic compromise.

 

[Gdavis248]

I don't see any difference in daylight observation between the two sides, I have not run any tests yet in very poor light conditions, probably for fear of getting really pissed off...Anyway paying 1800€ for a binocular with top notch optical coatings, just to see such a thing occuring after servicing is not acceptable. I have become very suspicious about what they did in their lab back in Austria. Quality control failed or it was intentional.
As mentioned in my original post, I should have contacted Swarovski earlier, it's been two years now, I decided to go on with it instead of going through the whole servicing procedure again...well, silly me! My next purchase will be away from Swarovski though!

I'm confused by when you say "it's been two years now". Do you mean it's been 2 years since you got them back from servicing? It sounds as if you've been using the binoculars for 2 years seemingly with no issue in daytime viewing? So, in 2 years you haven't looked through them in low light? Interesting. I would say if you haven't noticed any difference in 2 years then...there likely is no abnormalities.

My guess (and it's just a common sense guess), is that during the servicing they replaced the objective lens in that barrel and the coating, being from a different year/manufacturing run, has a different tint to it but it doesn't change the optical performance. To you it looks...aesthetically displeasing from the outside...but if you can't see any abnormalities while looking through them then...maybe just enjoy your unique two toned objective lenses? There's nothing much else to do except try to send them back again for servicing but it sounds to me that that's the last thing you want to do.

Life is short, mistakes happen, if they function correctly while looking through them then maybe just try to enjoy them as they are now!

 

[tenex]

My guess (and it's just a common sense guess), is that during the servicing they replaced the objective lens in that barrel and the coating, being from a different year/manufacturing run, has a different tint to it but it doesn't change the optical performance.

This would be my guess as well. Cases of noticeably different reflections do occur, even right out of the box, but don't affect performance. Have you read your receipt, does it state what they did, and was one objective lens changed? (at no cost and without even a complaint about it, mind, just something they noticed)

 

[Phil212]

This would be my guess as well. Cases of noticeably different reflections do occur, even right out of the box, but don't affect performance. Have you read your receipt, does it state what they did, and was one objective lens changed? (at no cost and without even a complaint about it, mind, just something they noticed)

I had sent the binoculars for repair only for the rubber armour problem to be fixed, there was absolutely no other issue, the optics were pristine beforehand.
The lens with the faulty coating is INSIDE the barrel, which means that either they opened the binocular to do something to the optics without my knowing OR they gave ma back another binocular. It just sucks, I can no longer trust them, as they only mentioned the rubber armour replacement with no added charges.

 

[Phil212]

I had sent the binoculars for repair only for the rubber armour problem to be fixed, there was absolutely no other issue, the optics were pristine beforehand.
The lens with the faulty coating is INSIDE the barrel, which means that either they opened the binocular to do something to the optics without my knowing OR they gave ma back another binocular. It just sucks, I can no longer trust them, as they only mentioned the rubber armour replacement with no added charges.

 

[Hermann]

The servicing was for rubber armour changing only.

Whenever you send a binocular to Zeiss for service they check it thoroughly and do any service they find necessary. I assume Swarovski does the same.

I reckon you got a better binocular back.

Hermann

 

[claves_10]

I had sent the binoculars for repair only for the rubber armour problem to be fixed, there was absolutely no other issue, the optics were pristine beforehand.
The lens with the faulty coating is INSIDE the barrel, which means that either they opened the binocular to do something to the optics without my knowing OR they gave ma back another binocular. It just sucks, I can no longer trust them, as they only mentioned the rubber armour replacement with no added charges.

Maybe the written words can be misunderstood, seems to me It is just a bit, a small bit, tiny no more ....exaggerated. Once a again....TALK TO THEM or send them a mail.