snider6464
FNG
Just want to share my experience with Swarovski and Vortex Customer service and repair.
After getting back from a hunting trip to New Zealand in April I decided to send all my optics in for cleaning and repair. This included a vortex spotting scope, pst rifle scope, and diamond back binos. As well as a pair of SLC Swaro binos. I sent them all off on the same day. About a week later I had all my vortex products back. They all looked great, cleaned, new parts, and anything else you could expect.
After about 4 weeks Swarovski emailed me saying that there is a “stop” that prohibits the binoculars from opening past their capacity (like a door hinge) and this was broken. They requested me to pay $150 to repair this function because it was not due to a manufacture’s defect. At first I thought I should not pay it and just have them returned because they were not in a total disrepair, just 10 years of use on them. But I had heard stories of Swarovskis great warranty and service so I did. After another 3 weeks I received them. I was shocked to find them in the same shape I had sent them in. When I say same shape, I mean the same dust and dirt was still on them. They had not even bothered to wash them off or polish them.
I sent in an email explaining my concern with the repair, stating that I felt I had been scammed out of 150 dollars, and the lengthy list of "repairs" they had sent was indeed not done, as well as my faith in the company had been damaged. The response was a simple. They stated that they felt they do great work and I could send them in again if I wish.
I am shocked that they did not even say that they were sorry for the inconvenience or any options that I had. I have always loved their glass and company, but now I will defiantly be advising others to think twice about sending your optics back to them, or paying the additional repair cost.
Thank you Vortex for your great customer service and I will defiantly be looking into trading my swaros for a pair of Maven Optics. If you were like me and thought that Swarovskis warranty covered everything think again!
After getting back from a hunting trip to New Zealand in April I decided to send all my optics in for cleaning and repair. This included a vortex spotting scope, pst rifle scope, and diamond back binos. As well as a pair of SLC Swaro binos. I sent them all off on the same day. About a week later I had all my vortex products back. They all looked great, cleaned, new parts, and anything else you could expect.
After about 4 weeks Swarovski emailed me saying that there is a “stop” that prohibits the binoculars from opening past their capacity (like a door hinge) and this was broken. They requested me to pay $150 to repair this function because it was not due to a manufacture’s defect. At first I thought I should not pay it and just have them returned because they were not in a total disrepair, just 10 years of use on them. But I had heard stories of Swarovskis great warranty and service so I did. After another 3 weeks I received them. I was shocked to find them in the same shape I had sent them in. When I say same shape, I mean the same dust and dirt was still on them. They had not even bothered to wash them off or polish them.
I sent in an email explaining my concern with the repair, stating that I felt I had been scammed out of 150 dollars, and the lengthy list of "repairs" they had sent was indeed not done, as well as my faith in the company had been damaged. The response was a simple. They stated that they felt they do great work and I could send them in again if I wish.
I am shocked that they did not even say that they were sorry for the inconvenience or any options that I had. I have always loved their glass and company, but now I will defiantly be advising others to think twice about sending your optics back to them, or paying the additional repair cost.
Thank you Vortex for your great customer service and I will defiantly be looking into trading my swaros for a pair of Maven Optics. If you were like me and thought that Swarovskis warranty covered everything think again!