Zeiss USA-KY Service for SF binocular - positive experience (1 Viewer)

[birdcat]

Just wanted to report my positive experience with servicing an 8x32 SF with the Zeiss USA service center in KY. I've owned the binoculars for a few months and only recently noticed a haze that could not be cleaned from the right eyepiece. My other 8x32 SFs did not have this issue.

I sent them to Zeiss USA for service:

Nov 2 - Delivered.
Nov 8 - Acknowledged receipt and estimated service time of 4 days.
Nov 8 - Shipment notification from FedEx for return.
Nov 9 - Confirmation of return shipment from Zeiss.

The returned 8x32 SF included paperwork noting a replaced right ocular, cleaned, alignment inspected, and zero inspected. A new polishing cloth was included.

They look great, and my issue was fixed.

 

[james holdsworth]

7 days? Amazing…

 

[birdcat]

7 days? Amazing…

Yes, I was starting to wonder if I would receive notification they were received and then it all happened the same day. I guess technically it was 6 days from delivery to shipment back out again. No complaints!

 

[Raym0016]

I called Zeiss monday for longer eyecups for my 8x32 conquest HDs in the afternoon. I got a tracking number tuesday morning and they should be delivered as early as tonight. I was impressed with the service.

 

[james holdsworth]

It took Gentec (Canada) months to replace the little blue shield that was lost on my wife’s Terra..

 

[Rg548]

Zeiss do seem great with their customer service, I would say rivalling Swaro. Great move by Zeiss, really gives confidence in the brand, and with the big 3 all being so close opticall, and mechanically, good warranty work can make all the difference.

 

[ZDHart]

Great to hear of your experience with Zeiss service. Awesome, legendary optics company, keeping up the good work.

 

[birdsandstars]

I've had two good experiences with the service center in Kentucky. They quickly replaced a set of SF eyecups and fixed a sticky focus wheel on my 8x32 FL. I wasn't the original owner of either binocular but both services were free.

 

[birdcat]

Just wanted to report my positive experience with servicing an 8x32 SF with the Zeiss USA service center in KY. I've owned the binoculars for a few months and only recently noticed a haze that could not be cleaned from the right eyepiece. My other 8x32 SFs did not have this issue.

I sent them to Zeiss USA for service:

Nov 2 - Delivered.
Nov 8 - Acknowledged receipt and estimated service time of 4 days.
Nov 8 - Shipment notification from FedEx for return.
Nov 9 - Confirmation of return shipment from Zeiss.

The returned 8x32 SF included paperwork noting a replaced right ocular, cleaned, alignment inspected, and zero inspected. A new polishing cloth was included.

They look great, and my issue was fixed.

I posted this in another thread, but wanted to add here. My second pair of Zeiss 8x32 SF also had an issue and I sent them in for service. I will update when I receive this second pair of 8x32 SF back:

Just an update on my second pair of Zeiss 8x32 SF binoculars that were sent to KY-USA for service. The first pair I sent in for service had a haze on the right eyepiece that could not be cleaned from the surface and the eyepiece was replaced as a result. Everything seemed to come back OK.

This second pair had small reflective marks along the outer edge of the left eyepiece around the 6-9 position. The reflective marks didn't seem to be a big issue at a glance, but apparently the issue is more complicated than replacing an eyepiece and warrants a full replacement. While I would be happier to have no issues with my binoculars, I must say Zeiss takes their service seriously.

Zeiss wrote:

We have completed the inspection on your ZEISS Victory SF 8x32, Serial # XXXXXXX and have determined a replacement will be issued under our limited lifetime warrant.

We anticipate a completion date of 1-2 Weeks at no additional costs to you.

 

[birdcat]

Today I received my new in box Zeiss 8x32 SF to replace the second pair I sent in. If I have any problems with this new pair I'll report back, but I can say they were quite prompt on the replacement!

Nov 24 Delivered to Zeiss
Nov 29 Confirmation of Receipt
Nov 30 Confirmation of Replacement
Dec 2 Confirmation of Shipping

 

[CSG]

I've got a new pair coming at the end of this week. I'm keeping my fingers crossed that all will be well.

 

[birdcat]

I've got a new pair coming at the end of this week. I'm keeping my fingers crossed that all will be well.

If it helps, I just looked at my new replacement pair, and the glass does not appear to have any issues that I had previously.

 

[CSG]

If it helps, I just looked at my new replacement pair, and the glass does not appear to have any issues that I had previously.

Good to hear. I avoid flashlights and optics.

 

[birdcat]

Good to hear. I avoid flashlights and optics.

If you do that you’re guaranteed not to have any problems.

 

[NDhunter]

It is great news to hear that the new Zeiss service is doing well. With Covid and the rest, it is hard to move a service
center, as some of the staff will not move, and training new people takes some time.

Jerry