Swarovski service example

[JJHACK]

There are often questions on how companies handle warranty and service. Here is a current example of service from Swarovski.


I have a pair of 8-30 SLC glasses from 1999. The first year of Swarobright. They had been heavily used in the relentless sunshine of Southern Africa and were way more then just well used! The UV damage to the green rubber armor was noticeable.

I sent them in to get overhauled on the 19th of Feb. Today I received and email from them with the repair/ refurbish costs.

Dear Valued Customer,
We have received your product and have evaluated it upon its arrival.
Below you will find an estimate with our recommendations for repair.

Ocular Lenses (scratched, damaged) both sides $ 75.00
New Armor $ 75.00

Total $150.00

So they were not on warranty for this, but the repairs seemed reasonable to me. I was told today they would be there for 5-6 more weeks before they were repaired and returned.

I knew that there was a scratch on the left Ocular, did not notice any problem on the right side, guess they look at them better then I did?

Just sharing this as a data point with all the chat about warranty and turnaround lately. Here is an exact real world current example.

 

[rodney482]

Not a bad price.

I would love to see a before and after pics.

 

[SJ-AK]

I broke one of the eye cups on my Swarovski bino's. I did the online repair request stating that I laid on them (during a stalk) and broke them. I received a call about an hour later from a customer service rep who said no need to send them in, we will just mail you a new one for free. The package arrived a few days later and not only did they send me a new eye cup for free after I broke it, they sent me an extra just in case. Excellent customer service!

 

[JJHACK]

Rodney,

I am not sure I have a photo of them before. They are probably hanging around my neck in a hundred trophy photo's but not a photo that would show the way they looked before I send them in.

However, I would gladly post up the refurbished picture when they come back. When I spoke to the lady today, she replied to me " you will not be able to tell them from new when you get them back"

I asked her to throw in a set of Objective covers as well. She said " no problem". It's still five weeks, but this time of year I'll get by. It's not my only set of glasses.
I'll get another 15 years out of them now, maybe more. I have since learned that coating them with that 3M plastic protectant used commonly on automotive dash boards and trim will eliminate the UV damage. Turtle wax makes a similar product I have used on my truck interior which is 10 years old and looks like new.

Most folks clean the glass of their optics and assume the rubber is maintenance free. I'm here to tell you it's not maintenance free! UV will destroy that rubber coating.

 

[Stid2677]

JJ,, this stuff is amazing. I use it on my rafts and all rubber and plastic items. My 10 year old raft still looks like new. 303 Products 30350 Aerospace Protectant, I discovered it as an aircraft mechanic.

http://www.amazon.com/303-Products-30350-Aerospace-Protectant/dp/B000XBCURW

 

[JJHACK]

You know this is way off topic, but rubber rafts take a UV beating. Maybe the worst destruction I have any experience with. Guess we only really use them in sunny weather!

 

[dangerousD]

JJ,, this stuff is amazing. I use it on my rafts and all rubber and plastic items. My 10 year old raft still looks like new. 303 Products 30350 Aerospace Protectant, I discovered it as an aircraft mechanic.

http://www.amazon.com/303-Products-30350-Aerospace-Protectant/dp/B000XBCURW

+1. I use it on tons of stuff!