Terrible Swarovski customer service for NL coating failure - No response for a month, then a $50 charge for expedited service (1 Viewer)

[Scott98]

These discussions make me think Swaro should offer their binos with warranty and without. I don't have a need for this type of rapid service, I don't want to pay the extra for it. Of course it's OK if people do want the white-glove treatment too.

In some ways that choice is already here....Nikon EDG for $1400 or Swaro for $3000. I just fear for the small artisanal business model and what's going to happen to it.

Going off the warranty grid isn't as bad as you might think. I just paid to have restoration on old porros for $200 each. Fantastic value. They are new binoculars again. No warranty no problem there. I'm afraid Swaro is getting trapped between artisanal and mass-market niches. The binos are cheaper than custom one-off build-to-order, yet a lot more expensive than binos with a 1-year limited warranty.

I've seen what mushrooming customer support costs can do in the software industry - it can force companies right out of business. I do worry about Swaro!

 

[Bentley03]

This is kind of off topic, but maybe relevant to what Scotty was saying regarding EDG vs NL PURE pricing above. I've just received my 2023 manufactured 8x32 NL's back from Absam and was intrigued (to say the least) by their replacement valuation for import/insurance purposes of just 645 euros, for a pair of binoculars with a current UK retail price of £2280.

 

[Patudo]

I'd love to see how certain individuals who have posted up-thread would react if their Swaros developed similar issues to the OP's. They might need to use 'em enough first, though...

 

[Scott98]

This is kind of off topic, but maybe relevant to what Scotty was saying regarding EDG vs NL PURE pricing above. I've just received my 2023 manufactured 8x32 NL's back from Absam and was intrigued (to say the least) by their replacement valuation for import/insurance purposes of just 645 euros, for a pair of binoculars with a current UK retail price of £2280.

That number probably represents a combination of the actual value, the odds of them getting lost, and fudging things a bit in the duty/import area

 

[ORKen]

These discussions make me think Swaro should offer their binos with warranty and without. I don't have a need for this type of rapid service, I don't want to pay the extra for it. Of course it's OK if people do want the white-glove treatment too.

In some ways that choice is already here....Nikon EDG for $1400 or Swaro for $3000. I just fear for the small artisanal business model and what's going to happen to it.

Going off the warranty grid isn't as bad as you might think. I just paid to have restoration on old porros for $200 each. Fantastic value. They are new binoculars again. No warranty no problem there. I'm afraid Swaro is getting trapped between artisanal and mass-market niches. The binos are cheaper than custom one-off build-to-order, yet a lot more expensive than binos with a 1-year limited warranty.

I've seen what mushrooming customer support costs can do in the software industry - it can force companies right out of business. I do worry about Swaro!

I agree, that's why I've recently bought grey market optics. I may regret it one day but so far the purchases have been flawless.

 

[moomac]

This is kind of off topic, but maybe relevant to what Scotty was saying regarding EDG vs NL PURE pricing above. I've just received my 2023 manufactured 8x32 NL's back from Absam and was intrigued (to say the least) by their replacement valuation for import/insurance purposes of just 645 euros, for a pair of binoculars with a current UK retail price of £2280.

This is kind of off topic, but maybe relevant to what Scotty was saying regarding EDG vs NL PURE pricing above. I've just received my 2023 manufactured 8x32 NL's back from Absam and was intrigued (to say the least) by their replacement valuation for import/insurance purposes of just 645 euros, for a pair of binoculars with a current UK retail price of £2280.

Unless this was some kind of valuation you commissioned (and why would you?), the stated value for 'import purposes', is that of the actual repair and transport. If you're getting your NLs back without having to pay import duty and tax, it's in the sender's interest to state a fairly low (while still plausible) notional value.

 

[PatR]

Unless this was some kind of valuation you commissioned (and why would you?), the stated value for 'import purposes', is that of the actual repair and transport. If you're getting your NLs back without having to pay import duty and tax, it's in the sender's interest to state a fairly low (while still plausible) notional value.

Precisely that. I have recently sent a pair of Steiner Navigators back to Germany for repair and they requested I put a low value on the Customs Declaration form. It was considerably lower than the cost of the bino’s and far less than the transit insurance I wanted to include which could have potentially caused problems should they have gone AWOL and a claim made. In the end I returned them via the UK importer who accepted safe passage responsibility. It will be interesting to see the return Customs Declaration value once repaired but I suspect that it will be a low notional value.

 

[Bentley03]

Unless this was some kind of valuation you commissioned (and why would you?), the stated value for 'import purposes', is that of the actual repair and transport. If you're getting your NLs back without having to pay import duty and tax, it's in the sender's interest to state a fairly low (while still plausible) notional value.

Gotcha. I looked at the value as being a declaration of value for insurance purposes, in case of loss or damage whilst in the hands of the courier company (UPS). As this was a repair and not a purchase, I saw no other purpose for the low valuation, apart from being the replacement cost Swarovski would claim.

 

[Crex67]

Never had any problems with Swarovski Customer service, always fast, responsive and helpfull.

 

[Hermann]

Never had any problems with Swarovski Customer service, always fast, responsive and helpfull.

And what exactly does that prove?

Hermann

 

[rodneyAB]

And what exactly does that prove?

Hermann

may not prove anything, but that is exactly my experience.

 

[Crex67]

And what exactly does that prove?

Hermann

Proves what it says, I guess... No need to prove anything to anyone, certainly not to you....

 

[tenex]

The general pattern of customer service on binoculars holds once again:
(1) most people have a great experience, apart from turnaround time
(2) this is no consolation to the few who feel they didn't
(3) that impression may sometimes be debatable

 

[NDhunter]

With customer service of any kind, the general rule is to be courteous and respectful to the service
people. If you are short and act up like a special type of complainer then usually you may receive the
same type of treatment. It is common human nature.
Remember the golden rule.............
Jerry

 

[Trinovid]

With customer service of any kind, the general rule is to be courteous and respectful to the service
people. If you are short and act up like a special type of complainer then usually you may receive the
same type of treatment. It is common human nature.
Remember the golden rule.............

Good advice, for both customer and service providers...