Swarovski Swan Necklace Broke Due to a Known Design Defect

The stones on my Swarovski Swan necklace have fallen out, and the swan’s head and neck have completely detached from the body.

I visited a Swarovski store to have the necklace inspected and to learn about authorized repair or maintenance options. The sales associate was genuinely kind and did their best to help. However, I was informed that Swarovski does not offer repair services for this type of jewelry and that, because the two-year warranty had expired, the company could not provide any official support. In an effort to help, the associate even offered to glue the necklace back together with UHU adhesive if I wanted.

The most concerning and unacceptable part of the conversation, however, was the associate’s statement: “The reason this product was discontinued is because too many customers experienced this exact issue. It was a chronic problem, so production was stopped.”

I do not believe it is acceptable for a globally recognized brand like Swarovski, known for its quality, to abandon customers by citing an expired warranty when its own representatives acknowledge that the product suffered from a chronic manufacturing or design defect. If a product was discontinued because of a recurring defect originating from its design or manufacturing, the brand should take responsibility and offer an appropriate corporate remedy—such as an authorized repair or replacement—even after the warranty period has ended.

I am extremely disappointed that an authentic Swarovski product has been treated this way and that I have been left without a meaningful solution. I request that Swarovski accept responsibility for this chronically defective necklace and provide either a replacement or an authorized repair service.