Zeiss support testimonial
Below is an unedited email from a reader about his experience with Zeiss USA.
I consider the Zeiss ZF 100m f/2 Makro-Planar (about $1582) a world-class lens, as proven over and over every time I use it on Canon and Nikon: it’s easily the best performer of the ZF line, with performance in reserve for 30-40MP cameras. My Zeiss ZF Lenses review covers the entire ZF line on Canon and Nikon. If you buy a ZF lens, please use my links at page bottom—thank you.
Hi Lloyd,
I thought you might be interested in hearing of a recent experience I had with Zeiss customer service.
In April, 2008 I bought a factory refurbished Zeiss ZF 100/2 Makro Planar from B&H photo. It quickly became my favorite macro lens, simply a wonderful optic. Last week, I went to use it for the first time in a few weeks, and was dismayed to see quite a bit of debris inside. Not dust, but very fine pieces of a black substance, which I presumed was bits of the internal anti-reflective coating.
I immediately emailed Rich Schleuning, the Zeiss rep, and gave him the details. He promptly returned my email, and told me to send the lens to him. He said that if, after inspection, he confirmed my findings, he would send me a replacement refurbished lens.
Rich contacted me yesterday, confirmed the problem, but told me he didn't have a replacement refurbished lens. Instead, he is sending me a brand new lens.
Zeiss was under no obligation to do this. The lens was no longer under warranty. But they did the honorable thing and replaced a defective product. I have to wonder how many other companies would have done this. This is the way to build and keep loyal customers. Provide a great product,
and back it with superb customer service. I am very impressed.
Try getting that kind of response from Canon or Nikon! To be clear, Zeiss is not going to swap out lenses for every customer who thinks s/he has a problem lens, but this email speaks volumes about attitude.
