Zeiss' Customer Service?

[ceg1963]

Hello,

I have a 2 year old Zeiss VM/V that cost $1400.00 new, and it needs help. I emailed the Customer Service Department in Virginia about the problems.

It took two attempts to finally get them to respond. When I finally got a response I was immediately advised of how it probably would be found to be my problem, and to the tune of $800.00, just to run through it and fix it if needed. I was quoted $800.00's without even them seeing my scope. Also, that they might have to send it to Germany for further repairs.

It was dropped, and has some ring marks, all I wanted was to find out if they could check it out just to build my confidence back up.

I am afraid to send it to them now. And if I am going to pay that kind of money to repair a scope, I'd soon buy another Leupold.

Has anyone had similar experiences with Zeiss? What to do?

When I asked for her bosses email, she refused to give it to me. This is jacked!

V/R

CG

[sakofan]

My experience with Zeiss CS was exactly the opposite of yours. I was treated politely and they promptly and kindly replaced my scope.
Sorry your disappointed...sakofan...... [img]/ubbthreads/images/graemlins/frown.gif[/img]

[ceg1963]

Sakofan, that's what I mean. With the money that I payed... you had exactly the experience that I expected. I guess that is what really bothers me the most. Maybe you are kin to Zeiss or something! [img]/ubbthreads/images/graemlins/smirk.gif[/img]

[Mikecr]

Well atleast you can damage them by atleast your loss through forums. It's all us unlucky have.
Thanks for the heads up.

[Pete Lincoln]

Email Zeiss Germany (they speak english)complaining about the service you got, that will send a rocket up some ones rear end and get things sorted out for you, I often play one dept off the other to get things moving. Letr me know if i can be of assistance.
Pete

[ceg1963]

To all:

I just got off the phone with Mr Robert J.W. Siemers, President, Carl Zeiss Optical, Inc.

I emailed him, and he returned it promptly, followed up with a personal call to my house.

In short, he apologized and assured me that my situation was not handled correctly from the beginning. He instructed me to box my scope up and ship it straight to him.

Mr Siemers sounds like a great American, Dutch accent and all!

I will do just as he instructed and wait and see.

Thanks all.

[sakofan]

Good deal.
I'm sure that a great company like Zeiss will resolve this issue to your satisfaction.

Like I posted earlier, the lady @ Zeiss CS(I don't remember her name)was very nice.
As a matter of fact. My phone call to check on the status of the scope was not needed. The replacement scope had been shipped out the day before my call...sakofan..In all, I think it took 8 days to receieve a brand new replacement from the time I mailed it to them, to having the new one in my hands.