Swarovski Customer Service Continues to Amaze

[wapitispokes]

After a bino performance issue at the S2H first week of June '26 class, I sent my vintage circa 1995 10x42 SLC's in to Swarovski for a check-up. The bino's were almost completely re-built. Despite the fact that I tend to send them in about every ten years for a check up and they've been brought up to date before and frankly treated gently. These SLC's were an early edition, "pre-HD" glass, and Swaro replaced the objective lenses with new HD items about ten years ago (free) ...now provided the fixes and upgrades listed below. Essentially free. Cost me $50 for expedited service because I need them for an upcoming Yellowstone trip.

BTW, the "issue" that was discovered at the class was an inability to see a rock/boulder on a forested hillside in the shade at a distance of about 450 yards. I borrowed @Formidilosus leica binoculars and "boom" the boulder was clear as day as if it was sitting nearby. That precipitated me sending the bino's in for a check up. It turns out that early edition SLC's used prisms that tended to fog up over "long" periods of time, and mine had done just that, greatly affecting performance in shadows.

@Formidilosus - sorry, not selling them. LOL. But thanks for a great shooting class.

Here is Swarovski's repair summary:

SLC 10x42 Binocular Old S#DA -------- - New S#DA ----------- *** Please note that your serial number has changed as a result of this repair. *** Tech notes: Replaced armor, prisms, internal focus lenses, ocular lenses, focus mechanism, covers, rain guard, & eyecups. Re-alignment as well as an internal & external cleaning. Please note the following were also checked during this repair: Resolution, Focus Uniformity, Diopter Zero Setting, Overrun at Infinity, Close Focus Distance, Alignment, Field of View, Cleanliness of Optics. Leak Test - Nitrogen Fill Subtotal

 

[AZ Gator]

That’s pretty awesome. What was your door to door turn around time with the expedited service?

 

[Erict]

I have sent my 10x42 SLCs in several times due to issues of my own making, like dropping them out of a treestand. I have been 100% satisfied with their prompt and professional service to restore them.

Their website HERE lays out their warranty pretty well, but to this day, some seem to think it's an insurance policy that should cover everything, forever, as opposed to a warranty.

 

[Steve O]

Yep. The age of entitlement. Warranties are for manufacturing defects not abuse. Good on you guys.

 

[wapitispokes]

That’s pretty awesome. What was your door to door turn around time with the expedited service?

About a week. In actuality two weeks, but that was because I was in the mountains for a week and couldn't respond to their request for $50 for expedited service. I'd call it a week.

 

[wapitispokes]

I have sent my 10x42 SLCs in several times due to issues of my own making, like dropping them out of a treestand. I have been 100% satisfied with their prompt and professional service to restore them.

Their website HERE lays out their warranty pretty well, but to this day, some seem to think it's an insurance policy that should cover everything, forever, as opposed to a warranty.

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Thanks for that. Since my SLC's are now 30 years old and the replacement of the prisms, and a lot of other stuff was "free" I guess I fall into the "goodwill" category. They sure get my goodwill.

Not sure what "Steve O" meant about "age of entitlement". Or what or who he was referring to. I simply had a function question on my binos, sent them in for a check up and Swaro confirmed the prisms had fogged over time and they fixed the bino's...and even went a bit overboard. I'd happily pay a fee, but am even happier that they have such great customer service and warranty. That engenders a lot of loyalty from me. Swaro probably knows those are not the only Swaro optics I own. Maybe that factored into the equation. The great customer service and warranty even makes me think hard about buying some EL TA range finding bino's instead of other options out there....

 

[Macintosh]

@wapitispokes if you dont mind me asking what was the cost of this service? I have a swaro spotter Id like to send in for similar type of service that I expect isnt warranty,and just wondering approximately what I might expect. Are you saying the sum total cost was the fee to expedite, or was there also a service charge? If free how standard is that?