I hate to hear this, all of my CS experience with them has been outstanding but I haven't sent anything to them in several years.
If they're cheapening out then they're cutting their own throats, word of mouth from many folks who have had outstanding customer service from them over the years has sold a LOT of swarovski products. If they throw that away then they're no better than the rest and aren't worth the premium price that many, including myself, have paid for their good name.
I hope swarovski is watching this thread.
