Leupold's warranty work on my handgun scope (A customer service story)


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Sergeant Sabre
February 28, 2006, 02:23 PM
I've always thought Leupold's products were over-priced despite the onslaught of anecdotes from owners regarding Leupold's "we-go-way-out-of-our-way-to-ensure-you're-satisfied" customer service. I guess experiencing is believing:

I bought a used M8 2x20mm handgun scope on EBay from a seller who said he'd bought it used about five years ago. Selling price was $130.

When I recieved the scope, I noticed that it seemed slightly "dim", and there was sometimes a strong glare on the objective lens that obscured the target and crosshairs. This didn't seem right, so I decided to send it to Leupold and see what this customer service was all about.

I sent it on 10 Feb, they recieved it on 13 Feb. On 27 Feb I had a brand-new-in-box FX-II 2x20mm handgun scope on my doorstep. Inside was a work order that said "CUSTOMER COMPLAINT: Image Problem, WARRANTY WORK: Replaced".

Wow :what: !!! I sent in an old, worn-out M8 scope, thinking they'd maybe replace or resurface the lenses, and they sent me a brand new FX-II!!!! Keep in mind that the M8 isn't made anymore and used to retail for about $199. The FX-II 2x20mm replaced the M8 2x20mm and retails for about $299.

So, for my $130 purchase, I recieved a brand-new $300 scope, courtesy of Leupold. That's some serious customer support. I'm sold.

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ID_shooting
February 28, 2006, 02:29 PM
And now you know why Leupold lives on top of every gun I have that uses a scope.

OH25shooter
February 28, 2006, 04:49 PM
Personally, I like Burris over Leupold, but what great customer service. Good to hear, because many companies just don't follow up on customer complaints.

ikorman
March 1, 2006, 11:18 AM
I always bought Leupold products because of their superior optics and workmanship but this incident beats all my expectations for customer service so far:

I bought a used Vari-X II 4-12x40 scope and after mounting it on my rifle it was barely shooting point of aim after topping out on the vertical adjustment. I sent it to Leupold to get checked out on Sat, Feb 25th. I get the following email yesterday (3 business days after sending it):

Customer: Ilya Korman
We have received the following items for service:
Order Number: 135885
Product Description: Vari-X II 4-12x40mm
Serial Number: 187732A
Date Received: 2/27/2006
We estimate your product to be completed in 7 working days.

They already processed it!!! That is amazing service! I will send an update when they return the scope...

YodaVader
March 1, 2006, 12:18 PM
I bought one of their 2X handgun scopes about 12 years ago. It was new in the sealed box. When I got it out and mounted it I noticed something in the field of view - thought it was something on the lens. To me unpleasant surprise there was something in the scope itself!

I send it to Leupold and within a week or so another new scope arrived. I was not pleased at first but they wasted no time in making sure I was taken care of. The scope has been one of the best.

The story ikorman relates is even more impressive when the scope is well used and he is not even the original owner.

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