Rifle Scopes Customer service who's job is it?

[finbox]

If you opened the box looked at a scope and found a defect. And called the company/dealer that you gave your hard earned money to, and they tell you to call the manufacture to handle this problem and good luck...

Is this what customer service has come too?

 

[poke5353]

Re: Customer service who's job is it?

That sounds like a dealer that doesnt care about the customer on bit. A dealer or retailer should take care of what they sell within a reasonable amount of time.

 

[finbox]

Re: Customer service who's job is it?

That's what I thought...it's my first purchase from them. They are hide sponsors and I thought I could not go wrong with buying a scope from them, guess I was wrong.

Live and burn

 

[finbox]

Re: Customer service who's job is it?

I've had problems with optics before, both defects from the manufacture, I guess I was used to the below level of customer service.

Gaf and Sons sent me a ups label, when they got it back, then sent out a new scope.

Optics planet swapped out some binos FAST no questions asked I told them it was a defect and they said "we don't care we want you 100% happy your new binos will be there on Thursday" .

 

[slowkota]

Re: Customer service who's job is it?

If I just got something from a retailer, and it was defective... They damn well better replace it!

I could see if I had it a while, and it needed warrenty repair work, then yeah fine... But if you sent me junk, I'm returning it for a new one or a refund!

That retailer then needs to get a credit from the manufacturer or get a replacement, after you've been taken care of.

Who is the Company??? PM me if you don't want to blast it publically.

 

[finbox]

Re: Customer service who's job is it?

That's strange what happened to mile high shootings post?

 

[997/2man]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">That's strange what happened to mile high shootings post? </div></div>

Mile High has been good to me.

Fast. Correct. 1st time.

YMMV.

 

[hk dave]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">If you opened the box looked at a scope and found a defect. And called the company/dealer that you gave your hard earned money to, and they tell you to call the manufacture to handle this problem and good luck...

Is this what customer service has come too?

</div></div>

Funny you say that. I just took delivery of a new AICS stock today, noticed the action screws were missing... obviously someone took them out of the baggie or forgot to install them or something...

I call and they tell me to call the manufacturer and that they can't help me even though they have the same item still in stock.

 

[finbox]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: 997/2man</div><div class="ubbcode-body"><div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">That's strange what happened to mile high shootings post? </div></div>

Mile High has been good to me.

Fast. Correct. 1st time.

YMMV. </div></div>

Mile high was not the company. They posted on this thread and now the post is gone

 

[bobtodrick]

Re: Customer service who's job is it?

I would never do business with them again.
I work in industrial photographic sales, with such clients as our local police dept and Canadian Forces.
I can't imagine having this attitude, but I do see it all too often.
Our business has a policy (which I think should be throughout the industry)...when someone purchases a camera or optic in person at our store we open the box and go through the contents with the customer...nothing is worse than getting that call from an irate customer who has driven 20 miles to and from your business only to get home and discover they can't use their camera because a $2 USB cord is missing or mount their scope because $.50 screw is not there.
I'm also amazed when I hear that someone has purchased a scope, it doesn't work and they are told to send it back to the manufacturer.
I don't know of any reputable manufacturer (we deal with Leica, Swarovski, Zeiss and Nikon optics) that won't allow a dealer to exchange obviously defective merchandise within a reasonable (usually 1-2 weeks) time period.

 

[poke5353]

Re: Customer service who's job is it?

I have worked in retail management for over 11 years and if I had a customer come in with something as simple as action screws and I had them I would give them to the customer and call the manufacturer and get them to sell my product. I have had to do this several times in the past and I wont stop. It make the customer happy and I spend less than 5 minutes on the phone with a company that sell me stuff all the time. The manufacturer will take care of it on my end. This just seems piss poor form whoever the dealer/retailer is.

 

[finbox]

Re: Customer service who's job is it?

Live by the hide, die by the hide.

Company was Liberty Optics
Manufacture was Bushnell.

 

[finbox]

Re: Customer service who's job is it?

3 other company's have pm/email me to try to help me out...and I gave them no $

It is much appreciated.

 

[Arc Light]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">Live by the hide, die by the hide.

Company was Liberty Optics
Manufacture was Bushnell.

</div></div>

Never dealt with Liberty Optics, but I've always heard good things about them. I can tell you one thing, if I got a defective item out of the box and the seller told me to take it up with the manufacturer I would be pissed. The next thing I would do is tell them their shit is on the way back to them and if I don't have a refund in X days I'll be doing a charge-back with my credit card company. That gets their attention quick as a charge-back costs them money beyond the refund amount. Good luck.

 

[MilsurpShooter]

Re: Customer service who's job is it?

I wish it worked that way now'a'days. Has happened to me twice in the past. One was a... Well rough around the edges CETME that broke along the cocking tube weld on it's 4th range trip (about a month after purchase). Brought it back to the gunshop I bought it from and was told call Century Arms. (That one I can kind of understand though, even if my logic is off and I'm attempting to justify it now lol)

Another was with a BSA Sweet's 22 I was picking up for a Remington 511 build I was doing. Distributor had one, pictures showed new in box. What I got however, while in decent shape wouldn't adjust. No elevation, no windage and the reticle was an X instead of a + lol

After calling they said that any damage would have to be warranty work done by the manufacturer, nothing they could do as it had been fine when they sent it out.

Credit card company was more then helpful when I did the chargeback though.

Customer service is slowly becoming an antiquated thing just like Common Sense and Common Decency. So rare they're superpowers. It's why when I find a company with decent Customer Service I'll stick with them, even if I can get it cheaper someplace else or maybe a better package deal, if they've done right by me, I'll give'em my money.

Sorry you went through that though, good luck in getting it resolved.

 

[-=boone=-]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">Live by the hide, die by the hide.

Company was Liberty Optics
Manufacture was Bushnell.

</div></div>


That doesn't sound like Scott one bit. Is there more to the story? I'll wait for Scott to chime it.

 

[Plange]

Re: Customer service who's job is it?

Hi Guys,
Customer Service is a job that I would like to believe all companies want to do their best.
I am sorry that you had a problem, but as a CS rep myself I make sure I go out of my way to help the end user anyway possible, including weekends and global time changes.
That being said, it might be a quicker resolution to the problem to send it back to the OE than the purchase souce as they may not have another in stock and the OE can quickly turn it around or pull another out of stock to help you.
I know this isn't exactly what you want to hear but there are always circumstances that are beyond our control.
Hang in there.
Thanks,
Paul

 

[E. Bryant]

Re: Customer service who's job is it?

For items that are defective or otherwise unsatisfactory from the box, I have an expectation that the vendor will help me out. Otherwise, what's the point of buying from a "middle man" of some type? From the perspective of the consumer, there has to be some value provided for whatever cost a vendor adds to the price of the product, or else it might feel that I'm unnecessarily lining someone's pockets. Assistance in dealing with defective product certainly falls within those expectations for value.

Once the product has been used, then it is reasonable for a vendor to request that the customer deal directly with the manufacturer for the purpose of warranty fulfillment - although it is certainly nice when vendors offer their assistance in these situations, and I will go out of my way to offer my business to such vendors in the future.

 

[finbox]

Re: Customer service who's job is it?

Scot ( liberty optics) gave me a call and took care of it. He is sending me another scope and a return label for the defective one.

We talked in length on the phone and everything is cool.

 

[phillietimothy]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: finbox</div><div class="ubbcode-body">Scot ( liberty optics) gave me a call and took care of it. He is sending me another scope and a return label for the defective one.

We talked in length on the phone and everything is cool. </div></div>

You have class, thanks for the update. I am glad you guys worked it out.

Tim

 

[LibertyOptics]

Re: Customer service who's job is it?

A few important details that need to be mentioned.

1) There was never anything to "work out". Finnbox and I were never in disagreement on anything, we had a complete miscommunication and both sides made assumptions that were incorrect concerning the solution to his problem concerning his Bushnell that did not have the published reticle travel. I thought we were on the same page when we hung up but I was obviously dead wrong. I take responsibility for that.

2) I followed up our initial conversation (which appears shortly thereafter he made this post) with a call the following day and at that time it was obvious to me he was not a happy camper. Long story short, he is getting a new scope with a call tag and its on the way now, once I understood that we did not understand each other the first go-around.

3) I did not learn about this post until after I called him to followup. That's when he told me about it. His treatment was not a reactive CYA in response to this thread, it was pro-active in response to the fact he was under the impression he was on his own with the just-purchased scope.

4) I've been doing this 9 years now and I've never turned my back on a customer or abandoned them. I can only point to my track record of customer service as evidence, I'm not gonna argue about it. Everyone should know I don't roll like that.

5) To be clear, anyone who buys a Bushnell Elite tactical scope from Liberty Optics and has a defect/problem with the new unmounted scope right out of the box will be able to return/exchange the scope to me directly without having to go through Bushnell. Period.


Hope this clarifies things.

Scott

 

[J-Ham]

Re: Customer service who's job is it?

Well there you go... Scott for the win!

 

[71firebird400]

Re: Customer service who's job is it?

+1 for Liberty Optics. Sounds like the OP should've given Scott a chance before running his mouth. So is the internet....

 

[45.308]

Re: Customer service who's job is it?

Always more to the story. Customers hear what they want to hear, not so much what was actually said to them. Retailers most times do not convey their response very well. Most of these are communications break down and today, most are quick to respond negativity.

The days of the customer walking into a brick and mortar store front with a problem, is honest with what happened and very slow to anger while the retailer finds out what happened and how to best serve his customer is not trading today. I have had customers as soon I say hello on the phone to cut lose with cussing and I suck and lied. I will go out of business next week when I have no idea what happened or what the product is they are talking about. I say please calm down and stop cussing so I can understand and they think I was rude, hang up on me and then get on the interweb calling me out.

 

[bobtodrick]

Re: Customer service who's job is it?

I don't wish to throw stones here.
But the OP has fallen into a common internet trap these days.
'If I perceive I've been wronged I'll post it for all to see and get my desired results'
And sometimes this is the only action that works.
But often, instead of it being a last resort it is the first thing done.
In this case if the OP had have called Scott at Liberty and explained his feelings the whole thing would have been solved by about the 5th post (elapsed time 1hr,40min)...saving a lot of time and grief.
And how many people have read this post, didn't check back to see that it was all an easily solved misunderstanding (I'd say by both parts...I don't think Scott needs to take the full responsibility) and now will never do business with a fine company because of a misconception.
One of the bad things (IMO) with the internet age...patience has become a thing of the past.

 

[jolofree]

Re: Customer service who's job is it?

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: 71firebird400</div><div class="ubbcode-body">+1 for Liberty Optics. Sounds like the OP should've given Scott a chance before running his mouth. So is the internet.... </div></div>


+1 for Liberty Optics