Poor UNV customer service

[elwarpo]

To be open, I will happily share all emails for this issue. I tried to work with UNV on this as I hat bashing companies online unless they are not trying to help.

Well I bought the Ultimate Night Vision (UNV) battery kit for my IR Patrol. Their website touts it ad the best battery pack for it. They show pictures of it on a helmet and by itself on their website. Well I get it and when I put it on my helmet the cable is too short (~2") for the battery pack to go on the back of my helmet. My helmet is a standard military ballistic helmet, nothing special.

I email them and they explain the kit was designed for a rifle, not for a helmet

"Sorry to hear about that xxxx, we design these so they can be used on rifles."

I respond

"If they were designed for rifles, I find the picture on your website showing them on a helmet, not a rifle misleading. "

On their website there were 4 pictures, one on a helmet, one showing what is included and 2 showing the battery pack with an IR Patrol/hunter. No where is there a picture with a rifle mount.

Then they make me the generous offer of paying $49 for a longer cable so I can do what the product was supposed to do on their website. No where on their website do the mention that it only works with certain helmets or battery holders or that the cable was not designed for helmets. Feels like a bait and switch.

"If you use the pouch that came with the kit you can position the battery better. It wasn't designed for the pouch you have/ If you like I can make you a custom cable for $49. Just let me know. "

The pouch they refer to is a molle pouch, I have never seen a helmet with molle attachments. No way I can use it on my helmet. so to use it I have to pay for a longer cable. The sad part is it is a well made unit, but useless to me.

 

[EXTREMEPREJUDICE]

Description says it includes a 19" right angle cable for attachment. Are you saying it doesn't include the 19" cable or you need one 21" long?

 

[elwarpo]

The cable is 19" as described, but the way it attaches to the battery pack (which was not clear in the pictures), means you lose about 2". it wraps over the pack. I will post pictures when I get home.

 

[elwarpo]

Picture showing how if they turn the usb plug around you would get enough cable to work. I suggested that to them and never heard back.

 

[thaflash_la]

I hate to be that guy, but I think that’s pretty good CS. If I was them I’d offer a return too, but yeah.

 

[redneckbmxer24]

You’re running a $5K-$8K IR patrol and you’re complaining about them offering to make you a custom cable for $49 to work with your exact setup.... Think about that for a second.

You claim they don’t picture it on a rifle and there’s not one, but three pictures of it on rifles on the product page. There’s only one pic of it on a helmet and that pic shows it mounted horizontally with the cable running down the side and you’re trying to mount it vertically with the cable running over the top.

$49 for a custom cable to mount the way you want it to seems like a good deal to me.

 

[texasleftychef]

This is the cable that has the stereo jack to usb interface? I found a bunch online to shorten the cable for my Reap for fairly cheap. Certainly less than $50.

 

[TheGerman]

Welcome to the land of customized stuff in order to get shit to run, called nightvision.

Either:

- Get a custom cable made that lets you route the cable down the middle of your helmet
- Reposition your battery and get a real counterweight that isn't the battery and put the battery in a pouch, horizontally, above the counterweight.

I'd get the cable made because the way your cable is running in that picture is all sorts of not good. I'd also say 'thanks' and then delete this thread because while the helmet picture may not have been the greatest idea, the cable is the cable length by default. Them offering to make a custom cable for a fair amount is not bad CS.

 

[elwarpo]

You’re running a $5K-$8K IR patrol and you’re complaining about them offering to make you a custom cable for $49 to work with your exact setup.... Think about that for a second.

You claim they don’t picture it on a rifle and there’s not one, but three pictures of it on rifles on the product page. There’s only one pic of it on a helmet and that pic shows it mounted horizontally with the cable running down the side and you’re trying to mount it vertically with the cable running over the top.

$49 for a custom cable to mount the way you want it to seems like a good deal to me.

The rifle pics are new, they were no there when I ordered the kit.

It does not matter how much the sight cost, I bought a product that did not do what their web pae said and they want more money to do it. That is the definition of a bait and switch.

 

[elwarpo]

I hate to be that guy, but I think that’s pretty good CS. If I was them I’d offer a return too, but yeah.

Ok you buy a car based on the brochure. Pay for it then the car company asks for more money to get it to start... how is thay good customer service?

 

[thaflash_la]

Ok you buy a car based on the brochure. Pay for it then the car company asks for more money to get it to start... how is thay good customer service?

That’s not how I see it. That’s not how this was presented. And I’m not sure anyone else sees it differently either.

You’re certainly free to feel slighted. I certainly didn’t do anything to make you purchase this.

 

[RTH1800]

You have a problem that a small amount of money can fix. It’s no longer a problem, it’s an expense.

 

[Frog05]

OP, did you try running the battery pack horizontal?