Thread: Swarovski defect

After a week away using my Brand new (5-6 week) old 10x42 Swarovski binos have noticed a black spot on the left hand barrel right at the top edge definitely internal have checked and checked again after wiping the lens and eye pieces out. Now I know that it’s there I cannot stop noticing it.After Agonising over getting them in the first place it’s a massive disappointment
Have taken them back to point of sale they have acknowledged the defect and said they will need to talk to the rep and then send to Wellington to be looked at and then possibly back to Austria ffs.

Would I be unreasonable to think bugger that
#1 I need them don’t want to be without Binos

#2 Pissed off thinking about my 6week old binos Being Opened up By someone other than the people that made them And given back may as well have got second hand ones

#3 If they have to go back to the factory who knows how long it will take in this current post COVID deal

What are my options has anyone else been in a situation similar or had dealings with Swarovski I feel like they should be replaced given age but they do have the right of repair under the consumers act is that correct?

Any advice appreciated cheers

It took my binos 2 months to be returned from Austria. They were serviced better than expected.
Get staff where you bought them from to organise a loaner pair so you are not without glass. My experience was totally hassle free but I went to the swaro dealer direct.

Sent from my SM-T510 using Tapatalk

I had a similar issue with a nightforce scope I got from euro optics. They said to send it back and they would send it for repair, I suggested they send me a brand new one. Why should I be without my new scope that was faulty from factory, plus pay to send it back. They promptly sent me a new one upon receiving the other.


Sent from my iPhone using Tapatalk

Everything I have read about Swarovski's customer service is that it is excellent.

I agree with @R93 I am sure Swaro will sort you and the loaner pair is a good idea hopefully the NZ agent for swaro has a pair they will lend you.

Originally Posted by Johnny Utah

After a week away using my Brand new (5-6 week) old 10x42 Swarovski binos have noticed a black spot on the left hand barrel right at the top edge definitely internal have checked and checked again after wiping the lens and eye pieces out. Now I know that it’s there I cannot stop noticing it.After Agonising over getting them in the first place it’s a massive disappointment
Have taken them back to point of sale they have acknowledged the defect and said they will need to talk to the rep and then send to Wellington to be looked at and then possibly back to Austria ffs.

Would I be unreasonable to think bugger that
#1 I need them don’t want to be without Binos

#2 Pissed off thinking about my 6week old binos Being Opened up By someone other than the people that made them And given back may as well have got second hand ones

#3 If they have to go back to the factory who knows how long it will take in this current post COVID deal

What are my options has anyone else been in a situation similar or had dealings with Swarovski I feel like they should be replaced given age but they do have the right of repair under the consumers act is that correct?

Any advice appreciated cheers

I would hold them - as I am sure they still OK to use
Tell the supplier to get you a replacement or at the very least a "lend" pair whilst yours are away - which I am 99% sure they will need to go back to factory in Austria
PS
I would not let anyone here open them up - they have to go back t Swaro - Austria

Originally Posted by R93

It took my binos 2 months to be returned from Austria. They were serviced better than expected.
Get staff where you bought them from to organise a loaner pair so you are not without glass. My experience was totally hassle free but I went to the swaro dealer direct.

Sent from my SM-T510 using Tapatalk

Who actually is the "swaro dealer direct" these days ??

I had the same experience as R93, sent mine for service, got a brand new loan pair to use.


Sent from my iPhone using Tapatalk

Same with a spotting scope eyepiece. Dealer arranged a replacement on loan until mine rrturned from Austria. Great service.

Originally Posted by Sarvo

Who actually is the "swaro dealer direct" these days ??

A fella JP in lower hutt iirc. He was awesome to deal with and always kept me updated.

Sent from my SM-T510 using Tapatalk

That sucks.

Good news: because you bought them new, from a NZ dealer, the onus is on THEM to sort it out. So that takes a bit of pressure off you.

Swarovski lead the pack in terms of customer service, so I'm sure they'll take care of you. Either by giving you a loaner pair or replacing the binos outright.

Tell the dealer/rep what your expectations are (e.g you want a loaner pair, or a brand new pair). After all, you've handed them your money and you've recieved a sub-par product in return. You shouldn't be the one having to put up with any inconveniences. Tell them you've got some big trips on the horizon and you're anxious about using the defective pair due to the chance of them presenting more ugly surprises.

As R93 said get hold of JP direct don't go through the retailer mine went back under warranty before lockdown and he gave me a loan pair the same which I still have.
I wouldn't want to send them back without a loan pair.
Don't rely on the retailer to arrange this for you.

Sent from my CPH1903 using Tapatalk

Good to hear some positive feedback regards to aftercare

I have made the retailer my first point of contact physically took them there to show at least it a time stamp in the process as that’s where the cash left my pocket

Sounds realistic to get a loaner pair then

as for the fault it would probably never cause a performance issue but that’s not the point ya just want them perfect just like your paying for cheers guys will let ya know how it goes

I think its your right under the consumer guarantee act that you receive a new pair if you wish. Clearly this pair does not meet or exceed your expectation for this level of optic, or arguably, most optics. As a very reputable brand where clarity is everything, I would argue they are not fit for purpose and as @Frodo points out, you don't want to buy a brand new second hand pair.
I believe you have the legal standing within 90 days, if that is the stance you wish to take.

I brought a Swarovski scope recently that was fogging internally. I sent it back to the retailer who told me it would need to be sent back to the factory and might take 12 weeks or more for it to be repaired. I said that’s great but it’s not my issue to deal with given that it was probably faulty when it was supplied to me.

They are sending me a new one.

What is actually stated in the product guarantee ??