Well, I for one am one very satisfied Leupold Customer!!
The UPS driver dropped off a shipment today at my house; it was (2) boxes with returned repair items in them. I have used Leupold products for years, but never had sent anything in for repair. Last week, on Thursday I sent off (2) binoculars for some very minor repairs; they could not have received them before Friday, maybe Saturday.
Before I sent them I asked about turn around time and they told me it was about 3-4 weeks back to me once they got them and they were in their system. That seemed very reasonable considering the time of year. I have other binoculars and never asked for any rush at all. The repair report slip on both (with the final service activity on it) was dated 16-Aug-10 (Monday) and they were shipped out on Tuesday. Wow!! that means that they jumped on it on Monday and did what was needed and put them out for shipping to me within about a day, maybe two.
So... what was done?? One binocular that I sent in was a 3-4 year old superb Cascade Porro (now a discontinued item) that was in near perfect condition; the only problem was on the far distance infinity focus I was at about the very end of turning and even though I could see detail fine, it bugged me for a long time, because I always felt that maybe if I had a little more turn in the focus, maybe some more detail would present itself. And, I only had this problem when I used the binoculars without my glasses; with my glasses on I had more than enough room in the focus travel at the end range. Also with my glasses on I realized that even with them off there was enough room in the focus wheel because I saw the same detail at infinity focus with or with out the glasses; it was just something that bugged me. I like to use my bino's for extended viewing often with out eyeglasses. I asked Leupold to see if they could re-adjust the focus travel.
So what did they do- They replaced them with brand New Ones! And this is for a model that is no longer in production.
2nd binocular was a mid-late 1980's 7x30 IF Gold Ring Porro, which has always been a nice,sharp and very functional fun little binocular to use. I only sent this one in for a check-up/ tuneup and just general "spiff" up job. Well, they "reworked the hinge" (I did not think it was a problem), "replaced rubber eyecups" (the roll down type) even though the old ones were still in good condition. Also did a "complete internal inspection and alignment" and did a thorough cleaning.
Now they look and function as brand new binoculars.
To say I am blown away and very pleased by my first experience with Leupold service is an understatement! I had used Swarovski's fine service before and was always pleased, and now Leupold matched that and maybe even one upped them -as far as the turn around time.
Edited by Roy Finn - August/19/2010 at 20:16