Zeiss customer service

COtransplant · Aug 27, 2017

Anyone else had issues with them? I shipped off my favorite binos in June to have scratches repaired/replaced. Followed the directions and shipped them off in a Pelican case. No word from the company until I contacted them in late July. Then I get a blowoff email about changing offices and they will get them done " if they have parts" and gonna cost $300.
As of today, I still haven't got my glass back. I have a mountain goat hunt starting in about 3 weeks. Told the fella I spoke to on Friday, again...if you can't get them done, just send them back. I need them.
Is it common to take 3 months to get a repair completed? I'm a Zeiss fan, love all my Zeiss products. But their response time SUCKS. No way it should take that long to repair or reply.
Hate to say it but Vortex looks more attractive every day. Cheaper and no questions asked warrantee available at any store. Cousin swears by his Vortex. If I didn't feel like I got 10% better clarity on my Zeiss I'd have swapped long ago.
Your thoughts?

BIGJOHNT · Aug 27, 2017

Vortex doesn't even come close to Zeiss . I have used Zeiss binoculars and spotters in the past super clear. It may not be as well known in the hunting world. Before the internet and the handing out of optics to outfitters. Karl Zeiss where the go to glass. The old school company many not be set up to do repairs and have great turn around times. I am not defending them in any way. Having yours that long is atrocious. I am assuming they are trying to sell new glass rather then doing repairs. On the other hand. Vortex is really good at doing repairs. ??

Stubaby · Aug 27, 2017

Go with the green ones from Austria with the silver birdie on them. Best of both worlds.

"That's a special feeling, Lloyd"

Dirtbag · Aug 27, 2017

Ummm.....not the customer service I would expect from Zeiss. I too am a loyal Zeiss user. Own four pairs of their optics and love everyone,however I have never sent anything back in for repairs. Sounds like you need to speak to right person in customer service.
Let us know how this plays out.

kilbuc · Aug 27, 2017

A tuff call. But I would call them every day til you get repaired or sent back.

this should not be tolerated!

from the "Heartland of Wyoming"

COtransplant · Sep 2, 2017

So I called back Friday. Got ahold of another fella in their service dept that was quite apologetic. Promised he would call back soon as he could figure out what was up.
He did call back! Seems as though balls got dropped a couple times due to unexplained circumstances, but the binos had to be shipped to Germany for repairs. Don't have the equipment here for it. Just shipped out, and gonna be 6-8 weeks to get them back.
After reiterating my problem with a shortly upcoming hunt, he said they would ship me a loaner pair to use until mine get back across the pond. That's more like the service I expected from Zeiss!

Dirtbag · Sep 3, 2017

>So I called back Friday. Got
>ahold of another fella in
>their service dept that was
>quite apologetic. Promised he would
>call back soon as he
>could figure out what was
>up.
>He did call back! Seems as
>though balls got dropped a
>couple times due to unexplained
>circumstances, but the binos had
>to be shipped to Germany
>for repairs. Don't have the
>equipment here for it. Just
>shipped out, and gonna be
>6-8 weeks to get them
>back.
>After reiterating my problem with a
>shortly upcoming hunt, he said
>they would ship me a
>loaner pair to use until
>mine get back across the
>pond. That's more like the
>service I expected from Zeiss!
>

Glad it worked out for you. Zeiss has a long standing reputation for quality and service and I'm happy to see they are continuing that tradition !

nripepi · Sep 5, 2017

I have had mostly good experiences with them, including sending in a bino that the focus wheel broke on and them sending me a brand new pair instead of repairing them. Surprised me, but I took it.

oilcan · Oct 6, 2017

After this hunting season I have to send mine in for the same issue somehow I scratched the lens. Hope it doesn't take that long to get them back.

dang302 · Oct 29, 2017

They typically take 6 months to do anything. I have sent several scopes in for retrofit knobs. I sent one in to have a reticle changed and I needed a new turret knob as I had lost the original one and they just sent me a new scope (apparently they didn't have those knobs anymore).

All in All I feel their customer service is poor. Swarovski is much better. I hear vortex has great customer service, which is good because most vortex owners end up needing to use it!

-I have fought tougher men, but I really can't remember when-

oilcan · Nov 25, 2017

So I've called Zeiss customer service 3 times been on hold forever each time with no one picking up. Each time I leave my number for call back which they say they will do as soon as possible and still no call back. NEVER again will I purchase a Zeiss product Swaro binos only from now on which is a shame because I really like the binos.

COtransplant · Dec 1, 2017

Still waiting for my binos. Most of my hunting is complete for the year. Called Monday again and was reassured he would call back Tuesday after checking into it. No call still.
Very frustrated. Going on 6 months to complete a repair. And piss poor customer service response nearly every time I've tried for info.
Just gimme my frickin glass back and rest assured I won't be spending any more thousands with Zeiss. Kinda bummed I already have 10k worth of it...