Customer Service of S&B vs Kahles vs Steiner

[Basic user]

I was wondering if anyone knew what these company's CS was like compared to each other. I'm aware of what it takes to get an S&B serviced, but how about Kahles or Steiner? Any U.S. service centers for them? Did they make you pay shipping both ways? Long wait times? Any recommendations?

 

[DeathBeforeDismount]

-Steiner is done by Burris in Greely , CO
-Kahles is done by Swaro USA. I think its in RI. No idea about shipping.
-S&B I think shut down their US service center? Jerry used to be the man but I think he moved on.

-Vortex is handled in WI. They are among the fastest and easiest to deal with. Pay for Shipping Both ways.
-ZCO while made in Austria has a service center in ID (Ironically close to NF). They pay for shipping both ways.
-Tangents have to go to Armament in Canada, but they pay for it both ways as well. Typically a week turn around time. TT and Vortex are the fastest in my experience.
-Leupold are done in Oregon but their service has gone to shit since covid and are a pain in the ass to warranty through.
-March have to go back to Japan, But there is a rumor they are building out a US service center, which is a huge win!
-NF is handled in Idaho, but experiences may very. Have heard very good to having to sue them to repair/replace optics. Luckily they are robust and rarely need service.
-Minox used to have a good US service center but they are among the worst and slowest. Assume a broken scope will take 6-8 months for repair/replacement.

Those are the ones I have experience with.

 

[chrome]

Can confirm S&B USA in Winchester is no longer an option for service.

 

[Edsel]

Contacted Kahles in December 2016 as warranties / repairs were being folded in to Swarovski USA, for battery caps.

It was a hectic time for them, but they sent me replacement parts free of charge.

Not sure what it’s presently like.

 

[kthomas]

Contacted Kahles in December 2016 as warranties / repairs were being folded in to Swarovski USA, for battery caps.

It was a hectic time for them, but they sent me replacement parts free of charge.

Not sure what it’s presently like.

I had to send a Khales in recently.

You still go through Swarovski USA, but depending on what works needs to get done, it may have to go to Austria for repairs/warranty.

Mine happened to go to Austria. I think turn around time was 4 months or so. Swarovski was okay to deal with, but communication was fairly infrequent over those 4 months - patience is key.

My scope was fixed free of charge, I was only out what it cost to send to Swarovski. But the wait times means you will be out of a scope for a bit.

 

[ClangClang]

I've warrantied a couple Leupold items in the past year. Pretty simple. Fill out the form on their website, get an RMA, wait 3-5 weeks, receive repaired item back cleaner than new. No questions asked.

Technically their warranty is lifetime on mechanical items and 2 years on electronic items, but I sent back a 6 yr old DPP that had an issue with the motion sensor module and a 7-8 year old MK6 whose battery contact spring came loose (soldering failed). Leupold took them both back for repair with no questions asked.

Pre-covid they had faster turnaround time, but I would say it's even easier now. Needless to say, I'm a big Leupold fan.

 

[Bakwa]

-Steiner is done by Burris in Greely , CO
-Kahles is done by Swaro USA. I think its in RI. No idea about shipping.
-S&B I think shut down their US service center? Jerry used to be the man but I think he moved on.

-Vortex is handled in WI. They are among the fastest and easiest to deal with. Pay for Shipping Both ways.
-ZCO while made in Austria has a service center in ID (Ironically close to NF). They pay for shipping both ways.
-Tangents have to go to Armament in Canada, but they pay for it both ways as well. Typically a week turn around time. TT and Vortex are the fastest in my experience.
-Leupold are done in Oregon but their service has gone to shit since covid and are a pain in the ass to warranty through.
-March have to go back to Japan, But there is a rumor they are building out a US service center, which is a huge win!
-NF is handled in Idaho, but experiences may very. Have heard very good to having to sue them to repair/replace optics. Luckily they are robust and rarely need service.
-Minox used to have a good US service center but they are among the worst and slowest. Assume a broken scope will take 6-8 months for repair/replacement.

Those are the ones I have experience with.

This comment alone needs to be pinned to the top.

 

[high right]

I recently Sent a Schmidt in for some warranty work. I've dealt with Jerry for years, a loss for the company for sure. Mine had to go back to Germany. I think I had it back in less than 2 months. Not ideal, but not bad.