Sending stuff to Swarovski

Keen to hear experiences and advice from anyone that has sent products to Swarovski for warranty or service? How do you go about it?
Had my ELs in one of them terrible bloody kuiu bino harnesses a while back and somehow a stone got in there and left a nice scratch across the coating on one of the objective lenses. So I'm keen to send them back for a service/repair. The scratch does not affect function or anything at all but it annoys the hell out of me looking at it. Any advice appreciated. Cheers
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I've had good experiences with sending direct.

I know they can replace the rubber armouring and external parts fairly easily, but I don't know if they can re-coat lenses, or replace entire lenses.

Swaro continually tweak their coatings, and in this regard, their latest binos are different to your older pair (which are still amazing optically). I picked up on this when I tried yours next to my 2019 Field Pro's. The FP's had a slightly more neutral colour cast, verging on blue/green, whereas yours were a slightly warmer tone.

Would they update an older pair with their latest coatings?

I sent a pair of Swarovski binos back to the factory via Wilhelms Arms and Optics (who were an agent at that time) about a year or so ago. The fault was a factory one - the seals had failed and the lenses were developing fog. The binos were returned about a couple of months later and no shipping charge and the repair was done under warranty (I bought the binos about 15 years ago but my paperwork was destroyed during the Chch earthquake).
I have just sent back another pair of Swarovski binos which may have a similar problem (bought second hand, no paperwork), via Photo and Video (agent in Chch). That was about 6 weeks ago and I have not heard anything yet (no charge so far).
About 25 years ago sent back a scope via the NZ agents at the time (Asia something or other, based on the Westcoast) and there was a hefty charge for shipping, despite it being a factory fault (same old thing with Swarovski - the seals had failed). Repaired under warranty.

Start with customer service dept at aa.swarovskioptik.com

customerservice@swarovskioptik.com

They should direct you to swaro nz. They should handle it for you. My EL range button replacement in Austria cost me postage to Wellington.
Back on my doorstep 3 weeks later

B

Yeah what shift said - they have agents in Auckland - JP is the manager for Nz
Should just be a courier to Auckland they will sort it with you

JP will sort it
Hes good at "sorting it"

Yeah just send to JP. They're good at sorting stuff and generally sick to the time frame advised.
Be keen to hear how you get on. The Euros have a good habit of looking after people.

My EL's failed. Something came loose in one barrel and it meant they were way out of focus. As Frodo said they up date coatings and the new coatings wouldn't work with the old lasers as they have been up dated too. In the end they gave up searching for old some old coating as they needed it for the repair and sent me a new set of bino's. The local shop I bought them off sent them to JP and as has been said he sorted it. No cost to me so happy customer and great service. It did and can take 2-3 months though as apparently they only have a couple of people on repairs and they also don't send individual items but wait till they have an order filled to send

Sorry who is JP?

My pocket 10x25's had dirt and dust on the inside (seals buggered) so I sent them back via the agent at the time. They charged me $90 for shipping but the repairs were completed FOC as you'd expect. Unlike the experience of the others above, a very light and barely perceptible scratch in one of the lens coating was not repaired or replaced. Everything else was sorted nicely though and the binos were returned complete with a new carry bag. TAT was about 3 months.

JP is the NZ agent.

Contact details for jp please, as he seems as elusive as the Moa

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Originally Posted by Taff

Contact details for jp please, as he seems as elusive as the Moa

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Yes - the whole Swaro importation now appears very aloof and elusive
NZ is the cheapest place on the Planet to buy Swarovski Optics
Why/how ????????
Guys in Europe are scratching their heads as to how

I thought but don’t know - that JP just worked for/with swaro so they eliminated a wholesaler

Perhaps NZ gets all the factory 2nds/refurbished products, haha.

#Conspiracy

I thought nz ammo had swaro but they don’t now

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Originally Posted by WillB

Sorry who is JP?

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JP Klaus. Swaro NZ. Swaro head office /customer service dept should direct you to him

B

Any body had any recent expericances with getting Swaro binos repaired ? i have the button fail on my range finding binos, the shop i brought them from 7 years ago has closed, is it best to send direct or go through an agent in NZ ?

Quote:

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Originally Posted by Rosco

Any body had any recent expericances with getting Swaro binos repaired ? i have the button fail on my range finding binos, the shop i brought them from 7 years ago has closed, is it best to send direct or go through an agent in NZ ?

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I brought mine in Aussie and had to send them back and sent them via JP at the nz agent he also gave me a loan pair.
Bloody great service.

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Go through the agent in NZ. I sent a scope back to USA. Swaro USA refused to accept it because it did not come from the agent, sent it back and it got lost in the mail - an expensive mistake.

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Originally Posted by rupert

Go through the agent in NZ. I sent a scope back to USA. Swaro USA refused to accept it because it did not come from the agent, sent it back and it got lost in the mail - an expensive mistake.

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That is shit service.

I went through local agent here in Aust.
All good.


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I replaced my 3 S&B scopes that l really liked, with Swaro after the new S&B Eurotrash bean counters started screwing everyone over & l had 2 guides l knew get rammed by them, so will never have any S&B gear again .

As others have stated send it through the proper channels ie NZ rep not some other countries & they are very good ,l had the seals done on my Swarovski STX 30-70×95 spotting scope (a known fault when used in hot the cold environments ) ,never any question of being charged freight or repair & had it back in 7 weeks.

How ever of late they are slipping as a couple of blokes who have sent gear back made the mistake of not listing all issues they were having & scopes returned with obvious scratches to lenses & range finder buttons deteriorated were over looked .So anyone sending gear back would be IMO wide to clearly list ALL faults you want attended & personally l would be sending a email with pics as well. While l have never had any problem with JP's service ,this should be mentioned to people they are dealing with for warranty claims/repairs .

I hope Eurotrash have not started counting beans at Swaro as well .

Swaro factory can replace scope tub, so they probably will replace the scratched lens rather than recoating it. Not cheap I guess. Contact JP at Wellington, he is a top man!