Rifle Scopes Hensoldt/ Zeiss shitty service heads up

[medic103]

I'm so pissed off right now.. So I'm going to rant on here.

About 18 months ago, I got a chip in my eye piece lens on my FFP 4-16x56.. I'm pretty sure nothing hit it, but not 100%. There was a guy with a SKS 10 feet away blasting paper like he was in Red Dawn.. but someone on here mentioned it was prob a temperature shift. Either way, I called Zeiss and they said I had to wait until they got some paperwork sorted out.. something about sending combat optics to Germany. So, I emailed them in late February and they said send it in, and I did.





They received it on March 7th. I've heard nothing, so I just called Ms/ Bookout this morning. I explained what was going on, and I'm just checking on my $3000 scope since I've heard nothing from them. She says that she was just getting ready to call me ( bullshit ). She says that she didn't know it was a Hensoldt scope, and that they no longer work on Hensodts, and neither does Germany. Some company called Cassidian bought Zeiss, and they are based in Alabama and I have to send them the scope. I said I clearly stated it was a Hensoldt in my initial contact with you, and you specifically said that it was a new scope, you could handle it. So, I paid close to $100 shipping with insurance on the scope to send it to them, only for them to waste two fucking months to tell me they can't fix it and they're sending it back.

Whether I get it fixed or not, I'm selling the fucking scope, and never owning another piece of Zeiss product again.

 

[DPMSLR308]

Sorry to hear you had that problem. It's a shame at what the scope cost and then to have crappy service.

 

[matt2143]

Wow I just did some reading on the purchase by Cassidian of 75.1% shares of Zeiss Optronics. I wonder what will happen with the future of Zeiss scopes and Hensoldt products since this company looks like it is primarily geared towards developing optical sensors I believe.

I love the Zeiss spotter I have but I wonder what is to come...

 

[hk dave]

With all I've read about Hensoldt... the one reason I've never purchased one, has been things like this.

 

[AutoEssentials]

Damn. Thats disappointing. Good to know

 

[poison123]

Damn Medic. I see Karen is still a fucking idiot. Keep pressing on them to repair/replace it. I was in a similar situation as you towards the end of 2012.....it took me something like 3+ months to get them to replace my NH1 model. Fucking nightmare to say the least.

First it was sure we can replace it no problem. Then it was we only ever made 50 of these reticle scopes, can we replace it with a Mildot instead? Just keep hammering on them and they will make it right. But after that entire exp, I don't give a how good their glass is I will never own another Henny Rifle Scope as long as I live.

 

[medic103]

What did you say to them? Did you talk to anyone else? I want to raise a shit storm, but not while that idiot has my scope.

 

[poison123]

I called them and asked to speak to Karen's boss. Thats when shit actually started to move, Karen is a blithering idiot and I wouldn't listen to a word she tells you.

 

[pawprint2]

Damn! I am sorry for your problem, through no fault of your own, what a bad deal. Thanks for posting the situation, this explains why there are a lot of "bargains" all of a sudden on "discontinued" Zeiss scopes. Zeiss made a great scope, but if you can't get one repaired or if the new company just defaults on all the "old" scopes that were made prior to their majority stock purchase, everyone with zeiss will be taking a value loss for sure. It won't matter what it was worth yesterday, once they aren't fixable (no factory warranty) the value will take a nose dive. I don't blame you for being pissssseed off! Not regarding the value, but after $3000-and then the run-a-round, then the -maybe no one will ever fix it from this company etc., makes you want to take make a social call-good luck.

 

[ratton]

I think Doug at CAMERALAND may be able to help you out and/or send you in the right direction. At the least, I'm sure he would have the newest info of Zeiss/Hensolt situation. Worth a try.
FYI: Last year I purchased an old used Zeiss ZA* 2-10x52 scope. It was so old it was marked "West Germany". It was dirty inside and the elevation knob was broken. I contacted Zeiss in Virginia and told them what I had and requested a service and repair. The lady on the phone said the scope was real old and had to be returned to Germany. She also added it would take 3-4 months. Well I shipped it to Zeiss in Virginia. Two and 1/2 months later it came back good as new. I was really impressed cuz they didn't even charge me anything at all, not even shipping. They also did not need any warranty documentation, receipt or anything. For all I know the scope could have belonged to multitude of users. After that experience I became a loyal Zeiss fan. I truly hope things stay the same with Zeiss. Treat the customer right and they will have loyalty customer base forever.

 

[AutoEssentials]

I wonder how Schmidt or Kahles compares in customer service?

 

[pawprint2]

I think Doug at CAMERALAND may be able to help you out and/or send you in the right direction. At the least, I'm sure he would have the newest info of Zeiss/Hensolt situation. Worth a try.
FYI: Last year I purchased an old used Zeiss ZA* 2-10x52 scope. It was so old it was marked "West Germany". It was dirty inside and the elevation knob was broken. I contacted Zeiss in Virginia and told them what I had and requested a service and repair. The lady on the phone said the scope was real old and had to be returned to Germany. She also added it would take 3-4 months. Well I shipped it to Zeiss in Virginia. Two and 1/2 months later it came back good as new. I was really impressed cuz they didn't even charge me anything at all, not even shipping. They also did not need any warranty documentation, receipt or anything. For all I know the scope could have belonged to multitude of users. After that experience I became a loyal Zeiss fan. I truly hope things stay the same with Zeiss. Treat the customer right and they will have loyalty customer base forever.

You are spot on in regards to CAMERALAND, they are a first class outfit-been in business over 50-maybe close to 60, these aren't the new guys with a quick buck plan, but rather they're here for the long run-also the best prices around. I agree with your observation regarding their loyal customer base-they do it right.

 

[jbell]

HMMM, good info. I was about to get a Hensoldt, maybe not now... Thanks for posting.

 

[brent65]

Schimdt took nearly a year to fix a 5-25 PMII of mine, that was defective out of the box new, not happy.

 

[Sargesniper]

I'm so pissed off right now.. So I'm going to rant on here.

About 18 months ago, I got a chip in my eye piece lens on my FFP 4-16x56.. I'm pretty sure nothing hit it, but not 100%. There was a guy with a SKS 10 feet away blasting paper like he was in Red Dawn.. but someone on here mentioned it was prob a temperature shift. Either way, I called Zeiss and they said I had to wait until they got some paperwork sorted out.. something about sending combat optics to Germany. So, I emailed them in late February and they said send it in, and I did.





They received it on March 7th. I've heard nothing, so I just called Ms/ Bookout this morning. I explained what was going on, and I'm just checking on my $3000 scope since I've heard nothing from them. She says that she was just getting ready to call me ( bullshit ). She says that she didn't know it was a Hensoldt scope, and that they no longer work on Hensodts, and neither does Germany. Some company called Cassidian bought Zeiss, and they are based in Alabama and I have to send them the scope. I said I clearly stated it was a Hensoldt in my initial contact with you, and you specifically said that it was a new scope, you could handle it. So, I paid close to $100 shipping with insurance on the scope to send it to them, only for them to waste two fucking months to tell me they can't fix it and they're sending it back.

Whether I get it fixed or not, I'm selling the fucking scope, and never owning another piece of Zeiss product again.

All the more reason to buy a Nightforce scope. ..... SEMPER FI!

 

[Jrb572]

I had a problem with a part that broke on mine under the elevation knob. It took forever to get parts. I had to hit the right people up. It took many emails and phone calls. When Nathan hunt left the American side of service took a dump. I still love the scope. I've thought of selling it. But I like it to much. Wish I could find the email address of the gentleman in Germany that finally took care of me.

 

[medic103]

She's trying to tell me that Nathan Hunt is still the go to guy. Does anyone know if that's true?

 

[JL]

Whether I get it fixed or not, I'm selling the fucking scope, and never owning another piece of Zeiss product again.

Keep in mind that Hensoldt is owned and runned by Cassidian now, not Carl Zeiss sport optics.

Seems to me that youre trying to get issue solved via wrong importer. Only thing I see gone wrong here is that Zeiss USA did not politely forward you to right place.

 

[medic103]

I tried to get the issue solved by the people Zeiss told me to send it to. Read the email I posted. Only now is the representative of Zeiss telling me I need to send it to Cassidian, after she's had my scope for two months and claiming ignorance on knowing it was a Hensoldt, which I very clearly stated in my first email.

 

[medic103]

It was clearly a fuck up on Ms. Bookouts part, costing me me close to $100, and wasting two months time. According to the other poster in this thread, this is a recurring theme with her. She couldn't even send my scope to Cassidian for me, instead she sent it back to me so I can send it back. As soon as I have it in my hands, I'm calling up her chain of command and demanding my money back.

 

[ScreaminBejesus]

I've read this thread with interest as I have been thinking about buying a Hensoldt 4-16x56 scope. Please let us know what sort of service you end up getting from Cassidian.

 

[medic103]

I've already got an email from them, and the guy promised to make the scope new. I'll keep the thread updated. This scope will be for sale as soon as I get it back, at a good price.

 

[ToKeepAndBear]

I've already got an email from them, and the guy promised to make the scope new. I'll keep the thread updated. This scope will be for sale as soon as I get it back, at a good price.

Will you please post the Cassidian contact person info for service. I have two Hensoldts and love the scopes. I am considering a third but will hold out to see how they treat existing owners. I have not had any problems with my scopes but want to know there is service after the sale. Cassidian definitely needs to step up their presence on this site in both advertising and posts if they want to be a success in the US civilian market.

 

[Jrb572]

She's trying to tell me that Nathan Hunt is still the go to guy. Does anyone know if that's true?

I am going to say no. He now works for zeiss. He helped point me in the right direction when I found his email. But was told no he is no longer the go to US guy.

 

[Jrb572]

Here is a link to hudsico. Which is what Nathan use to run. It has email and number. I do not know if they are still working number or email.maybe it will help.
Hudisco.com --- Hensoldt Scopes by Carl Zeiss Optronics, brought to you by HDC, LLC

 

[medic103]

I got an email from a Dr in Germany who is an engineer, and he said to send it to Nathan, and he copied Nathan on it too. Nathan replied that its fine to send it to him. Of course he told Karen to send it to Nathan, but she sent it back to me. So now I get to spend another $90 sending it to Alabama, and wait while it goes to Germany.

 

[Jrb572]

Thanks. That's good to know. I like my hensoldt and do not want to sell it off.

 

[Rob01]

So now I get to spend another $90 sending it to Alabama

Dude how are you shipping that? I send rifles half way across the country insured for $3000 and it's like $48. A smaller packed scope should be less especially one state over.

And to answer AutoEssentials, S&B service in the US is excellent. The crew in VA will get problems taken care of fast. Brent is in Australia so his had to go to Germany.

 

[medic103]

Rob,

I sent it UPS insured for $3k, but I don't remember what service. That was to VA from FL. Not sure what AL will be.

I'm done with em. Either going back to S&B or maybe NF.

 

[Rob01]

I am betting it was like 2 day from that price. I would just send it ground. To VA it would only be like 2 days anyways and to AL probably 1-2 days. Shouldn't be more than $40.

 

[valentine]

I had a very similar experience with Hensoldt myself. And I do live in Germany. I bought a 3-12x56 sfp Hensoldt. After about 8 mounths I wasn´t able to hit a target with the rifle so I brought it back to the shop. and said it doesn´t work anymore. The shop sent the scope to Hensoldt. Hensoldt said scope is okay and I got it back. I remounted it and it was not. So I bought another rifle and another scope and switched everything. This made clear that the scope was broken. I send it to Hensoldt. Again the scope was not broken and I got it back after some weeks. No it was winter and the scope fogged from inside. They forgot to put N2 in it. So I sent it back to Hensoldt.
Now the but N2 in. Got the scope back and still was not okay. Sent it back. Now it took 8 month to return to my place. This time it was okay. It took 3 iterations and in total 13 months to have this fucking scope repaired. Needless to say that my second scope was a Premier. I broke once and was repaired in 6 weeks.
Schmidt needed 4 weeks for a similar repair.
So feel free to buy Hensoldt, they are even a pain to deal with if you don´t have to ship across the ocean, as I live in Germany.

 

[medic103]

Will do, I'll let you know.

 

[gyr2]

Schimdt took nearly a year to fix a 5-25 PMII of mine, that was defective out of the box new, not happy.

I always vouched for SB until I have had a problem with specs appearing in my reticle, been told could be anodizing coming off?. Anyway, SB in Germany had an easy cure for it: sorry, we only have 2 years guarantee so no CS and only BS. My cure will probably switch to another brand .. and seems like it won't be Hensoldt.

 

[Name Enough]

I am new to long range and have never posted a target past 300 yards. I have the rifle now and need the optics. I own four Zeiss Conquests 3x9 with Z600 reticles. They work very well but I won't be going upmarket with Zeiss.
This kind of post is very valuable to the novice. I don't have the time and money to spend big bucks on a scope and then send it back and forth thru the mail all the time arguing with non customer service.
Thank you very much for your post as it helps me in my decision process.
I value customer service and consider it part of the selling price. Some companies are know for great service and that's where my money will go.
Many comment on poor service with Sig but I had a problem with a rifle that I sent them for service. The sent me a mail tag and returned the rifle in 10 days and threw in a free mag with an explanation of the problem and how it was fixed.
I hope that your problem is resolved to your satisfaction. We shoot for fun and relaxation and not for agravation.

 

[LRRPF52]

I love the Hensoldt glass. It is in a category of its own among precision rifle optics. I really love the 3-12x56 FF scope, and placed 2nd with it in competition several years ago. I started saving to buy one after being impressed with its performance.

I also learned that they had a 19% return-rate for warranty-related issues, and that soured my appetite really quick, especially for that kind of coin.

2 to 4 Vortex's in hand are better than 1 Hensoldt in the bush. I have also broken the Side Focus on an S&B PM II 5-25x56, and that was before the US service center in VA was really up and running. It makes me value my non-SF 2.5-10x44 Vortex knowing that there isn't a SF to break. When the PM II came back, the SF was opposite, so 10m was now the longest setting, and 1000m was 10m.

Ever tried to look through a scope with the SF broken? Might as well take it off and use it as a bat.

 

[tylerw02]

I bought a S&B used that the illumination didn't line up right--it didn't hinder functionality. I sent a message online to the customer service guy in VA and they sent me a prepaid shipping label. In less than two weeks, I had my scope back free of charge. S&B CS has treated me well.

 

[tylerw02]

Ever tried to look through a scope with the SF broken? Might as well take it off and use it as a bat.

Yep...sure did. A Zeiss. They took care of it over about six or eight weeks. Got it back and sold it. Great glass, but fragile.

 

[BCP]

I've already got an email from them, and the guy promised to make the scope new. I'll keep the thread updated. This scope will be for sale as soon as I get it back, at a good price.

I had the same experience trying to fix a German hunting scope had to go back to the old country etc. By the time I got it back I was pretty turned off towards it, was a really nice scope with about the best glass I have ever seen but at the end of the day it was just a scope so I ebayed it and bought a Leupold of all things.

 

[BCP]

I also learned that they had a 19% return-rate for warranty-related issues

HAHAHAHAHAHA

Shit that's like IOR, at least they replace stuff in a week or two though.

And I agree with what you say about Vortex, they are trying hard to put out a decent product and it shows.

 

[mikeltee]

Man what a shit story. I'm thankful that there are good companies here in the US producing quality optics so we can avoid situations like this.

 

[LRRPF52]

HAHAHAHAHAHA

Shit that's like IOR, at least they replace stuff in a week or two though.

And I agree with what you say about Vortex, they are trying hard to put out a decent product and it shows.

That 19% return rate I posted was told to me by a dealer, based on his numbers. There definitely is a lot to be said for the engineering and craftsmanship with regard to Zeiss and Hensoldt when it comes to taking Schott glass, aligning it darn near perfectly, and creating an optical instrument with beautiful light transmission, clarity, and unparalleled resolution.

If they could take some lessons from NF and Vortex on durability and CS, they would be set.

 

[bama110]

That 19% return rate I posted was told to me by a dealer, based on his numbers. There definitely is a lot to be said for the engineering and craftsmanship with regard to Zeiss and Hensoldt when it comes to taking Schott glass, aligning it darn near perfectly, and creating an optical instrument with beautiful light transmission, clarity, and unparalleled resolution.

If they could take some lessons from NF and Vortex on durability and CS, they would be set.

I am sorry the OP had a problem but I am sure Nathan or Joe will fix him up.

I have no idea where your dealer got the 19% return rate on the Hensoldt. I have been shooting them since Nathan first brought them in to the country, I personally know of less then 10 scopes that got returned in the years HDC was importing them. Please be careful making claims that are from other people.

The transitions from Zeiss optronics and Zeiss sport optics and Cassidian has not been smooth as we see above. Like most things I think good will eventually fall out of it like new reticles and better customer service.

Just my thoughts bash if you would like

 

[Jrb572]

I'll give you nightforce durability. but vortex ?????

 

[LRRPF52]

I have no idea where your dealer got the 19% return rate on the Hensoldt. I have been shooting them since Nathan first brought them in to the country, I personally know of less then 10 scopes that got returned in the years HDC was importing them. Please be careful making claims that are from other people.

I will have to clarify with him, but I know he told me 19% warranty return rate, and he has sold a lot of Zeiss and Hensoldt. Not sure if that was for both brands, or just one of them.

I'll give you nightforce durability. but vortex ?????

Vortex wasn't playing around when they designed and produced the gears and optical element retaining systems they use.
All my Vortex optics have been trucking along like champs, and I shoot from extreme heat and cold in high altitudes, to extreme cold and high humidity at sea level in Arctic conditions. When I say Arctic, I don't mean snow on the ground or even Montana, I mean Arctic. Over the past 4 years of a regular shoot schedule on top of several different self-loaders, my Vortex Viper PST's and older Viper have tracked and remained solid performers.

I know others have had issues, but so far, nothing on my end across 4 different rifle and carbine optics, a spotter, and who knows how many pair of Mini R/T binos. If you had told me that I would be using multiple sets of rifle optics under $2000 price points back in 2009, I would have called you crazy.

To have suggested that I would be using multiple rifle optics under $1000 price points would have really crossed the line, as I had already established my Leupold 3.5-10x40 as the bare basement that I would never go near again, for the simple reason of turret feel quality.

 

[Jrb572]

So people who buy hensoldt and S&B should have just saved there money? After one bad thread vortex is superior? Really? Hey all scopes go down due to user error or just shit happened. But I have read a lot more issues with vortex. I'm glad your are holding up. I have never seen an issue with any other scope than vortex when the rings are tightened and the parallax won't work. I have seen a lot of issue with clarity just to name a few.

 

[medic103]

Lets not let this thread devolve.. My intention was to vent about my shitty service experience. The scope is incredible. I'm just soured by the support.

 

[Name Enough]

That 19% return rate I posted was told to me by a dealer, based on his numbers. There definitely is a lot to be said for the engineering and craftsmanship with regard to Zeiss and Hensoldt when it comes to taking Schott glass, aligning it darn near perfectly, and creating an optical instrument with beautiful light transmission, clarity, and unparalleled resolution.

If they could take some lessons from NF and Vortex on durability and CS, they would be set.

I think a dealer that would share info like this should have my business. I remember purchasing a high end Stero years ago and had my heart set on a particular brand. The dealer tried to talk me out of it to no avail. Then he took me into the back and showed me the units on the shelf awaiting repair. Case closed. I bought the brand he recommended.
If you would be so kind as to PM me with the dealers name I would like use him for my hi end scope purchase. I am being very cautious as I do not have unlimited resources. I will buy a highend scope but I can't afford a mistake and I won't pawn off a bad purchase on someone else. I currently own four scope that I would not even sell to my worst enemy. One of them was purchased at a gun show without a receipt new in the box. Didn't work from the get go. Won't make that mistake again. I will only deal with someone that stands behind their product 100%. The guys at the gun show are over the hill and gone and you are left holding the bag.

 

[Jrb572]

I applogize I did not mean to start trouble. Sorry about the bad service you got.

 

[medic103]

Update. I received an email from the right people, and they said they would have this settled very fast. A member on here assisted, and it looks like this will finally be handled the right way. I appreciate very much the effort the member on here put forth. We're lucky to have this forum with such great guys.

 

[deadly0311]

LRRP, what dealer told you that there was a 19% return rate. Shortly after I left HDC, the transition of twenty times started. While I was there, we had maybe 2 scopes come back with legit issues. I'd be careful what your dealer told you.

Any chance we can find out who that dealer is? Last time I remember HDC never had a dealer in Utah.

Medic,

Sorry your experience was shitty with Sport Optics, they never were very good with the Hensoldt line, there is no ITAR paperwork that needs to be "Filed" to send it back to the factory, its a pretty painless process to send the Hensoldt back to Germany. Just out of curiosity, which Dr from Germany got you fixed up?