Steiner Binoculars - Customer Service

To: "" <>, Carl Clifford <>
Subject: Steiner Binoculars - Customer Service
From: Denise Goodfellow <>
Date: Fri, 28 Dec 2012 05:05:34 +0930
My experience regarding Bushnell binoculars was not a happy one.  A few
years ago I purchased a pair of Bushnell Elite from a birding shop in
Melbourne.  However there was something wrong with the focusing mechanism
and so I returned them for repair.

Several weeks later they were returned unrepaired.  When I contacted the
shop I was told by a staff member that she had "looked" through the binos
and hadn't seen anything wrong, and  so sent them back.   Not knowing what
else to do I returned them asking that they be looked at by the relevant

Weeks later and well into my guiding season the binoculars still hadn't come
back.  So I rang again only to be informed that a Tasco sales rep had just
had a look at my binos and concluded there really was something wrong with
them and they were to be repaired.  I asked that postage and insurance be
refunded and was told in no uncertain terms that I had Buckleys.

Now I'm not particularly hard on binoculars, and these were relatively
expensive.  But given my experience with the shop I didn't bother to
complain when  within months of purchase bits began to fall off the
binoculars - a real shock considering the price of the binoculars.  However,
I did warn my clients and friends not to purchase this particular brand of
binocular nor the shop.  I believe that the shop is not in business any

Denise Lawungkurr Goodfellow
1/7 Songlark Street,
Bakewell, NT 0832
043 8650 835

On 27/12/12 10:01 PM, "John McGowan" <> wrote:

> My experience was, fortunately for me, quite the opposite Carl.
> One of the brackets that anchors the  strap ends on my Bushnells broke and
> could only be repaired professionally. I took them back to Adelaide Optics in
> Adelaide where I had bought them and the shop  dealt with Bushnell themselves.
> All I paid  was the postage to/from Sydney and  I had them back inside a
> couple of weeks.  I bought both my bins and Kowa 'scope  from them, but have
> no commercial interest.
> John McVictor Harbor
>> From: 
>> Date: Thu, 27 Dec 2012 19:02:21 +1100
>> To: 
>> CC: 
>> Subject: Re: [Birding-Aus] Steiner Binoculars - Customer Service
>> Colin,
>> Your experience is very much a reflection on the quality of service by
>> Steiner's Australian agents. Did the agents give any reason why they had not
>> forwarded the bins to Steiner in Germany?
>> We are generally not well served by the agents for the majority of
>> distributors of optical gear in Australia. I use Pentax bins and 'scope. I
>> have never needed their service, as I have only damaged my bins and 'scope in
>> such a way as to make them irreparable. I have used them for camera repairs
>> where they worked wonders, but the results did not come cheaply. In the USA,
>> the agents for Pentax provide a repair or replace service costing USD19.95,
>> postage included, for all of their sports optics products. Quite a
>> difference.
>> Returning goods to manufacturers o/s is rapidly becoming uneconomic, due to
>> Australia Post's increasing postage rates. I recently bought two books from
>> Book Depository in the UK, postage free. The books received a fair amount of
>> cosmetic damage. For me to return the books to the UK it would have cost me
>> $153.00. The books cost me $87.00. There is certainly a tyranny of distance
>> imposed on us in Australia
>> On 27/12/2012, at 14:27, Colin R <> wrote:
>>> Hi All
>>> I was keen to share my experiences with you regarding Steiner Binoculars
>>> - some of you I am sure own or may be considering owning a pair.
>>> (This is not an advertisement nor have I any personal interest in
>>> Stenier Optik, apart from owing a pair of their Skyhawk bins.)
>>> Last July the focusing wheel on my 2.5 year old Skyhawk 10 x 42
>>> binoculars ceased to function. This was almost certainly due to a double
>>> soaking we both received on a Mooloolaba pelagic earlier in the year. I
>>> had thought all was OK, however, the mechanicsm shut down and the
>>> binoculars were unuseable.
>>> I contacted Steiner in Germany via email and they promptly advised me to
>>> send the binoculars to their agent in Victoria and that they would take
>>> care of everything, i.e. send them to Germany for repair. This I
>>> proceeded to do and, approximately 10 days later, received a phone call
>>> from the agent who advised me they would be repaired under warranty  -
>>> but it would take up to 3 months.
>>> This I felt was acceptable, considering the damage and distance and so
>>> patiently waited through the Winter and Spring relying on a smaller pair
>>> of bins in the meantime.
>>> In mid November - four months later - having heard nothing more, I
>>> contacted the agent in Victoria.
>>> Their advice? The binoculars were still in Victoria! They had not been
>>> forwarded to Germany as promised. They might be able to get them out
>>> 'this year'.
>>> Their suggestion? Email Steiner myself and tell them what had happened.
>>> You're probably thinking what I was thinking - What The......?
>>> Anyway, I did and, following a couple of interchanges and a few weeks
>>> delay, rec'd, just in time for Christmas, a brand new pair of Skyhawk
>>> Pro 10 x 42s.
>>> Steiner were very apologetic and appeared quite embarassed by their
>>> agent's behaviour. I guess it's easy to say 'well, they should have
>>> replaced them of course', however, it was not their direct
>>> responsibility, they didn't even know about it until November - it was a
>>> complete failure on the part of the agent.
>>> I was impressed with their professionalism and their approach to
>>> delivering the kind of customer service I would have expected in the
>>> first place.
>>> It is nice to know that when it hits the fan there are companies out
>>> there who will support genuine customer issues and respond accordingly.
>>> And my (obvious) final advice? If you do encounter a problem with your
>>> Steiner's - don't send them to the agent, send them straight to Germany
>>> yourself!
>>> Cheers
>>> -- 
>>>  Colin Reid
>>> So many birds, so little time......
>>> -- 
>>> - The professional email service
>>> ===============================
>>> To unsubscribe from this mailing list,
>>> send the message:
>>> unsubscribe
>>> (in the body of the message, with no Subject line)
>>> to: 
>>> ===============================
>> ===============================
>> To unsubscribe from this mailing list,
>> send the message:
>> unsubscribe
>> (in the body of the message, with no Subject line)
>> to: 
>> ===============================
> ===============================
> To unsubscribe from this mailing list,
> send the message:
> unsubscribe
> (in the body of the message, with no Subject line)
> to: 
> ===============================


To unsubscribe from this mailing list,
send the message:
(in the body of the message, with no Subject line)

<Prev in Thread] Current Thread [Next in Thread>

The University of NSW School of Computer and Engineering takes no responsibility for the contents of this archive. It is purely a compilation of material sent by many people to the birding-aus mailing list. It has not been checked for accuracy nor its content verified in any way. If you wish to get material removed from the archive or have other queries about the archive e-mail Andrew Taylor at this address: andrewt@cse.unsw.EDU.AU