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Message: <blockquote data-quote="John Frink" data-source="post: 3532669" data-attributes="member: 32409">In praise of Swarovski Optik NA Customer Service (USA)Recently I sent my favorite EL 8.5x42 to SONA for repair. There was one warranty item, and it needed a tune-up (it’s a 2003). They suggested some additional work that wasn’t required but recommended. The cost was reasonable, and I really like this bino, so I agreed. When I got it back, I saw two things right away: 1) they did a tremendous amount of work on my binocular, practically rebuilding it from the ground up, and 2) the way they corrected the warranty item was not to my satisfaction. To be fair, what they did was completely correct in their view, and I understand their logic, but it wasn’t acceptable to me. I won’t go into detail here, since that would probably take us off topic, but suffice it to say it was a judgement call and Swarovski and I came down on opposite sides of the decision. I wrote an email praising the work that was done but questioning the warranty repair, and I got a phone call from a very nice regional service coordinator who explained the reasoning behind their decision. Then I explained the logic supporting my position, and after some discussion they agreed to correct the matter. They emailed me a return shipping label, they put a high priority on the repair, and exactly one week later I got my bino back, and this time it is perfect. I know they didn’t have to do that, there was defensible logic to support their original action; but I very much appreciate that they were willing to understand my position, and they responded quickly to resolve the issue. I was already impressed with Swarovski customer service, and now I must say I am overwhelmed. John</blockquote>

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