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Zeiss Customer Service

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Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/17/2012 at 17:35
Hugh357 View Drop Down
Optics GrassHopper
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Joined: November/15/2012
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I have working on obtaining a new Zeiss Diascope 85mm spotting scope.  I had some questions the dealer could not answer and it was suggested I contact Zeiss, especially questions I had concerning the warranty.  I got on the Zeiss site and E mailed my question 5 days ago.  I heard nothing so I E mailed them again on Friday at there corporate office here in the states. I finally get a response from a lady and she stated she had seen my E mailed and forwarded it onto the appropriate individual.  Unfortunate the person responsible for a response was out of the office.   She stated due to the delay in the response she forwarded it again to another person requesting a same day response. Well, not only did I not get a response the same day, I have not received a response period.  I am pretty honked off since the scope is going to set me back $3,000 before a $500 rebate. I figure that if I am having a hard time before the purchase trying to get a response after the purchase would be futile.
Has anyone else experience this type of service from Zeiss?  I guess they are so big a single purchaser is irrelevant.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/17/2012 at 18:01
cheaptrick View Drop Down
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Joined: September/27/2004
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My Zeiss CS story is dated, but I returned a Conquest and had a brand new one in less than 2 weeks. 
I was satisfied. 

Welcome to Optics Talk. 

I'm an Iowa native. Des Moines Co.  
Where are you at? 
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/17/2012 at 23:14
gulf1263 View Drop Down
Optics Apprentice
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Zeiss has different folks do rifle scopes...sort of a different section from their bino's and spotting scopes.
World wide the bino and spotting scope side is noted for their slow service...sometimes it can take weeks or months to get an pair of bino's or a scope serviced, many times it has to go to Germany and get in the que for parts and repair.
Rifle scopes are usually repaired here in the US unless it is one of the Hensoldt or super power Zeiss.
Just be patient, they will get around to it.
Swarovski is noted world wide for having the best service for all their products to include bino's and spotting scopes, they will sometimes do a repair and upgrade and rehab for free or a very reasonable price if it is not covered under warranty.
Art

Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/20/2012 at 09:11
Hugh357 View Drop Down
Optics GrassHopper
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Finally responded.  They are slow.  I don't know if I would want to buy a product from these folks. If it takes them some time to respond to a general query I don't think I would want to send in a product for repair or replacement. The response was certainly not a Vortex type response.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/21/2012 at 20:26
gulf1263 View Drop Down
Optics Apprentice
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If you care about customer service, then buy Swaro...world wide nobody beats them.
On one of the many birding forums a individual said that his eyepiece broke during a trip and Swaro sent a loaner while they fixed his..that is customer service.
Keeping a parts supply for older equipment and rehabbing and upgrading is not cheap as is making sure each piece of equipment meets..many manufacturers on count customers not checking their equipment and if they do complain they send another sample and hope it meets spec..Swaro seems to try to make sure their gear works correctly before they ship and that and all of the above cost more.
I understand that not everyone can afford Swaro's high prices (or the other Alfa's)...I couldn't until fairly recently so I don't want to discourage someone from buying other gear that will meet their needs.
Get the best gear you can afford and enjoy it!
A Happy and Healthy Thanksgiving to everyone.
Art
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: November/22/2012 at 09:12
JGRaider View Drop Down
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My buddy had to send Zeiss his 85T FL spotter to repair the focus mechanism a couple of years ago.  It took them 10 weeks turnaround time to fix it.  
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