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Author Topic: Swarovski customer service  (Read 13982 times)

Online 87Ford

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Swarovski customer service
« on: December 25, 2013, 08:33:02 PM »
I wanted to relate my recent experience with Swarovski Optic.  Way back in 1995 I purchased a Swarovski SLC 10 x 42 binocular.  At the time I wanted a quality binocular that could potentially last the rest of my life and maybe my son’s too.  I settled on the Swaros and have not been disappointed.  They have performed wonderfully over the years not only for me, but also for my son who has begun using them occasionally on his own hunting trips.
Although we have taken meticulous care of the lenses over the years, I began to notice that they just weren’t as brilliant and sharp as they used to be.  It finally bothered me enough this year that I decided to contact Swarovski to see if they could help.  I wasn’t sure what would come of it given that the binos are over eighteen years old and I was no longer even sure where I bought them. 
Anyway, I finally got around to firing off an email to Swarovski explaining my problem.  I received a response from “Pam” at Swarovski Optik within an hour.  She gave me instructions on how to obtain a return authorization and where to ship them.  I was pleasantly surprised right off the bat..
Just before I shipped them it occurred to me that I hadn’t adjusted the diopter in a long time, so I made an adjustment and low and behold, they were instantly better.  Much sharper focus..  I decided that rather than cancel the return authorization, I would send them in anyway.  Maybe they could tighten the focus wheel which had become a bit loose and also give them a good cleaning.
Over the next three weeks I received status updates as the binos were evaluated, repaired, and shipped back to me.  They have been thoroughly cleaned and the focus wheel tightened up at no charge.  It was such a positive experience from the polite email exchanges with “Pam” to the status updates and repair that I wanted to post my experience.   Happy with my Swaros!     

Offline lewy

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Re: Swarovski customer service
« Reply #1 on: December 25, 2013, 08:38:42 PM »
I had awesome luck with customer service on my slc's, so I bought there spotting scope as well :tup:
« Last Edit: January 11, 2014, 07:36:39 PM by lewy »
Go hawks

Offline ANDERWAGON

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Re: Swarovski customer service
« Reply #2 on: December 25, 2013, 08:41:03 PM »

That's good to know.  :tup: I've been thinking about sending mine in for some time now.

Offline actionshooter

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Re: Swarovski customer service
« Reply #3 on: December 25, 2013, 08:43:09 PM »
I had the same experience. One my end I scratched a lens, the lady apologizing,  told me I had to pay $75 to have the lens replaced. I sent in a beat up pair of 10x50 slc and got a completely restored pair back. Totally unexpected.

Offline piled-up

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Re: Swarovski customer service
« Reply #4 on: December 25, 2013, 08:48:59 PM »
I've had my 8x30 about that long sent them in to get the little plastic pieces where the strap connect fixed. Had the same excellent customer service experience  they even put all new rubber on them eyecups lens covers and tightened up all the adjustment wheels glad I bought them. Wish they were10x42also but oh we'll there tough to beat! :tup:

Offline duchunter

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Re: Swarovski customer service
« Reply #5 on: December 25, 2013, 09:03:00 PM »
Swarovski's are the way to go, might cost a little more but in the long run they are worth every penny, I have had mine since 95 as well still work great!!

Offline Mark Youngblood

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Re: Swarovski customer service
« Reply #6 on: January 11, 2014, 06:23:04 PM »
I am a customer for life...my first pair was the small pocket 10x25...a few years later on a hunt out of state 1 side fogged up...in desperation I tool them apart to see if it would help.  Set them in and they sent me back a new pair overnight with a very nicely hand written note asking me not to take the apart next time...no charge at all....I have 2 sets of Binos, spotter and 3 scopes now and they are the only optics I will buy for serious hunting.

Offline Bean Counter

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Re: Swarovski customer service
« Reply #7 on: January 11, 2014, 06:59:09 PM »
Quality optics really are a lifetime investment. I will continue to buy old crappy rifles, ammo, and trucks. Not so with my glass. Every year I see bucks and bulls that other hunters in the area are completely oblivious to.

Offline huntnphool

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Re: Swarovski customer service
« Reply #8 on: February 26, 2015, 12:21:02 PM »
 Time to add to this thread. About 6 weeks ago I sent my spotter and EL's in. They have been used a lot over the years and never been cleaned or serviced. I do my best to protect them but as much as I'm using them, and the conditions they are subjected to, it had to be painfully obvious to the tech that opened the shipping box that they did not belong to a bird watcher! :chuckle:

 The spotters foam eye cup finally got completely torn off this past season, I also managed to bust off the peep in Novemeber as well. The eye piece felt stiff to turn and a little rough as well.

 I'm still waiting on the EL's but the spotter showed up today, it looks, feels and operates just as new again, they even replaced the eye cup cap and mounting screw, all for the cost of shipping. :tup:
The things that come to those who wait, may be the things left by those who got there first!

Offline actionshooter

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Re: Swarovski customer service
« Reply #9 on: February 26, 2015, 04:43:21 PM »
Time to add to this thread. About 6 weeks ago I sent my spotter and EL's in. They have been used a lot over the years and never been cleaned or serviced. I do my best to protect them but as much as I'm using them, and the conditions they are subjected to, it had to be painfully obvious to the tech that opened the shipping box that they did not belong to a bird watcher! :chuckle:

 The spotters foam eye cup finally got completely torn off this past season, I also managed to bust off the peep in Novemeber as well. The eye piece felt stiff to turn and a little rough as well.

 I'm still waiting on the EL's but the spotter showed up today, it looks, feels and operates just as new again, they even replaced the eye cup cap and mounting screw, all for the cost of shipping. :tup:

This is why I am brand loyal to Swarovski

Offline Spawnstar

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Re: Swarovski customer service
« Reply #10 on: February 26, 2015, 09:04:22 PM »
The only warranty that is better than Swarovski is vortex, but Swarovski smokes everyone when it comes to perfection glass.
Romans 8:28 Semper Fi

Offline Big P

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Re: Swarovski customer service
« Reply #11 on: March 27, 2015, 09:51:42 PM »
I also have had the best customer service experience from swarovski! They replaced a broken eyepiece for my spotter, no questions asked. I was also helped by Pam and it took no time at all. I love their products and customer service!!! :IBCOOL:

Offline ipkus

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Re: Swarovski customer service
« Reply #12 on: March 27, 2015, 10:33:15 PM »
Similar story to Fish Slapper...

...at Buoy 10 12-13 years ago around Labor Day, grab the SLC's to check out a boat that just hooked up for the 3rd time in 15 minutes and one of my tubes is fogged up.  Uh oh, leaving for a Wyoming wilderness deer hunt 5 days after I get home.  Call Swarovski CS Tuesday morning when I get home, tell her the situation, she says their standard turnaround time is 6 weeks but to overnight my binos to them and she would see what they could do.  I overnighted them Tuesday afternoon and made arrangements with a buddy for a loaner pair.  Friday morning they showed up and I literally had to double check the serial number as every ding, mark, and other imperfection was gone.  I still have them, and recently had the 'rebuild' done again...and again only paid the shipping to them.

I don't hold it against anybody who decides to buy less expensive glass, but between the performance and the customer service, I don't regret a single penny I've ever given Swarovski...and I've given them a bunch!

Offline BKMFR

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Re: Swarovski customer service
« Reply #13 on: March 27, 2015, 11:41:29 PM »
I have had both Swarovski and Leicas repaired.... Swarovski was great! I am weeding out the Leicas, even though I really use the Duovid 10-15's and rangefinder, but what a terrible, expensive experience I had with Leica.... Swarovski all the way, based on customer service/warranty work!

Offline huntnphool

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Re: Swarovski customer service
« Reply #14 on: March 28, 2015, 11:34:34 AM »
I forgot to update my post. Received my EL's a couple weeks ago now, new eye cups, new updated focus system, guess they have made a internal change to the EL's since I purchased mine, cleaned and looking like new again...........no charge! :tup:

They added a new loop system to where the straps attach as well, sent a note asking that I use them from now on too, not sure what the reasoning is. :dunno:
The things that come to those who wait, may be the things left by those who got there first!

 


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