First let me admit that this is not strictly African Big Game Hunting forum material.

But if Saeed will bear with me, this does have a bearing at least on my African hunting, and I feel I owe this show of gratitude to a great company.

I am leaving for Mozambique in less than a week. Over the Labor Day weekend, while taking some target practice, my 12 year old and well-world-traveled Schmidt & Bender 1.25-4x20mm FlashDot illuminated reticle scope broke. This scope has been on many safaris and other hunting trips with me, and has seen its share of use, and some abuse. And now, it finally broke.

The eyepiece, which rotates and brings the reticle into focus, somehow or other went off-kilter and froze up. The reticle is therefore now completely out of focus. I own three S&B scopes, and several other makes as well, but this is the only scope I own with an illuminated reticle, and I really like it. Especially for shooting at dusk and dawn, under low light conditions.

I emailed S&B customer service on Sunday and told them of my problem. They responded first thing Tuesday morning (Monday was a federal holiday in the USA), also by email, and suggested that if I overnighted the scope to their service center in Virginia, they might be able to fix it and return it to me by overnight courier in time for my departure. So, I did that.

Unfortunately, I learned from S&B today that, because my scope is an older model, and out of production, they will need to obtain repair parts from Germany before they can fix it. So getting this scope repaired and back into my hands this week was going to be impossible.

End of story?

No.

S&B are sending me a new, 1.5-6x42mm FlashDot scope, by overnight courier, to take with me on safari and use as a loaner, while they repair my old scope.

Amazing customer service. Above and beyond anything I have ever experienced.

I just wanted to pass this along to others here, who may be in the market for a scope, as an example of what S&B are all about.

Mike,
I have had the same success/help from Swarovski.
Quality comes with a price, but it is always worth it.

The better companies seem to take care of you. They are not always the cheapest, but the quality is there. Then when their is a problem they man up and take care of it. Always good to hear when a company goes above and beyond. Good luck on your hunt. Bruce

Mike, great story - fabulous service. WOW! You've made me S&B fan. Thanks. AIU

I had the exact same thing done by Zeiss. The big guys know the importance of customer service.

Good show S&B!

And I have had the exact same thing from Leupold as well.

In 2011 less than a week before we were to leave for Zim I discovered my Meopta binos were broken. Called customer service, explained the situation & the gentleman told me to give him my credit card number to hold on file. Was then told he would ship me a new pair that day & as long as within 10 days they received the broken ones no charge would take place.
I was greatly appreciative.

My positive customer service experiences with shooting-related companies (RCBS, Dillon, Leupold, Swarovski, Nosler, etc) far exceeds that of other consumer products companies. We're fortunate in that regard.

quote:

Originally posted by dogcat:
I have had the same success/help from Swarovski.

Me too

Glad that worked out well for you but not surprised. Like most AR members, I have used a lot of scopes in military and civilian life. Since the late nineties I only use S&B.

This is the sort of story we all like to hear. Someone going the extra mile to be helpful.

Amazing. Good luck in Moz.

Nikon is certainly not in the same category as S&M, but I have received some excellent service from them. They have replaced the same spotting scope three times, each time with the newer model. All three times the scope has been broken by baggage handlers, seems they go out of their way to find spotting scopes and break them.. Nikon has never charged me a dime

Great story!

I still can't quite get over that I'm taking a $2,500+ loaner scope on safari.

And just to be clear, I did not ask for this. It was freely and generously offered.

I, too, have had great customer service experiences with Swarovski and Leupold. And Forrest, my experience with gun- and hunting-related companies in general has been the same as yours. They have always been a cut above.

But I've never been in this kind of fix before, and I remain amazed at how S&B have come through for me in the clutch.

They care, it's that simple.

Sage Advice. -- Buy the best and cry only once.

Can anyone confirm

Rangers on the Kruger use nothing else but schmidt following an evaluation about 10 years ago

I also concur Schmidt comes up trump when the chips are down

I had a trijicon 1.25x4x24 go bad last winter. Sent it back to them per instruction, it took them over 4 months to look at it.

I was then informed that because of a dent, that i dont remember being on the scope when I sent it back, that they could not repair it.
They offered to sell me a new scope at dealer price.

I love Trijicon scopes but their customer service sucks.

SSR

This is the kind of service I have received from Khales and have heard of from the other high end European scope makers. I had an early Aimpoint that finaly gave up the ghost after many falls on steep hill sides. there was no agent in Australia for several years. I finaly contacted Aimpoint direct and sent the scope back to them. I was advise of a new distrubitor advised they would supply me a brand new scope at cost price as they no longermade the older scope.

Know of an old bloke who back in the late 90's sent a pair of Zeiss WW2 U-Boat comanders Binoculars back to Ziess as they started to fog up. Came back 6 weeks later totaly refurbished, no cost. Got to love that for service.

I have returned 2 scopes to Leupold & both times the scopes were repaired free of charge & back on my rifles in 10 days.
I had a problem with a Bushnell scope many years ago, they determined it was damaged & not defective, still sent me a new, upgraded scope for only $30.(I had bought it used)

Schmidt & Bender are my pick of scopes. Only disappointed that they stopped making their 4x36 steel tubed scope. That one was super.

Mike, great result. I think they got a bit of positive advertising by your post.

quote:

Originally posted by ozhunter:
Schmidt & Bender are my pick of scopes. Only disappointed that they stopped making their 4x36 steel tubed scope. That one was super.

Well... Some months ago I purchased a single-shot rifle, a Krieghoff 'Hubertus' in 6,5 x 57R. For that 'little' rifle I wanted a small telescope, not bigger than 4 x. I contacted Schmidt & Bender, they replied that they don't offer 4 x scopes anymore - but they would make one for me!!!!

Can you believe it? So I now have a lovely 4 x 36 with recticle no. 4. Must quickly have a look but I don't think the tube is steel, most likely aluminum. What a fantastic service, thank you Schmidt & Bender!


http://www.kapstadt.de/schindlers-africa

quote:

Originally posted by Sunshine:

Well... Some months ago I purchased a single-shot rifle, a Krieghoff 'Hubertus' in 6,5 x 57R. For that 'little' rifle I wanted a small telescope, not bigger than 4 x. I contacted Schmidt & Bender, they replied that they don't offer 4 x scopes anymore - but they would make one for me!!!!

Can you believe it? So I now have a lovely 4 x 36 with recticle no. 4. Must quickly have a look but I don't think the tube is steel, most likely aluminum. What a fantastic service, thank you Schmidt & Bender!


http://www.kapstadt.de/schindlers-africa

THAT is amazing in my view!

And it's great to hear about these companies standing
behind their products.