Troubador
If you go to the trouble of interviewing service centres for high end products, maybe some mildly technical questions might be on order, eg, how resistant which of their products are to daily abuse -will they stand being dropped or cleaned with a sweater (it always happens, they get dirty and rained on exactly while they are being used) , are the coatings resistant to pollution or do they tarnish, does the gas filling last or leak over the years (how many?) , do they need cleaning for internal haze periodically, what tools and process do they use to recollimate, and also how they deal with items that get sent back immediately by the customers for correction. The last is of interest, seeing how many people complain here of dust inside barrels, internal reflections, hazing up etc.
My own short experiences with binoculars have been educational, as I learnt that if one is watching seagulls the glasses will sit in the sun or and be carried with no case on a windy and sandy beach, if one uses glasses in an urban setting they will get banged around, if they are handed to a child they will be picked up with a finger on the objective lenses etc. And even a bino in a retail dealer window display will be exposed to a large number of thermal cycles and direct sunlight for 3 or 4 years easily. The service center knows this even if the dealer does not, and the interview is a good moment for them to provide advice on model choice for the buyer, and possibly even say which type of gaffer tape one should use on the barrels to make them more grippy and less rubbery.
I know that much value is placed here and elsewhere on the difference between 89% and 92% and 480 and 750 nm transmission, and I can see how my smaller glass struggle when watching the birds in my backyard under tree cover at dusk, but my feeling is that most real-life buyers with just one or two glasses are more interested in knowing whether the lenses are going to be pointing in the same general direction after a couple of years real world use, and whether the thing can be expected to stay in usable shape for a while so you can see what you're looking at. Hint: The Leicas I bought were pretty bad as sold to me just from the crud they had accumulated while standing in a display case.
The same holds for photo equipment, and as a I found out when I was writing about cameras, the difference between a consumer model and a pro model camera is not the image quality, it is that the pro model is designed to resist damage, and also to be capable of being realigned and repaired after encountering anything short of a steamroller. The service guys and PR are allowed to, even very proud to tell you that their "pro"cameras will survive a drop, they're just waiting for you to ask ...and to make it understood that rough treatment of a consumer model is often fatal and considered abuse.
Edmund