Captains1911
Member
I recently purchased a new Burris 2x20 Handgun scope for my Ruger Super Redhawk .454. First trip out I shot 90 rounds, came home and discovered a loose piece of something inside the tube. Below is the chain of correspondence to Burris customer service:
I wrote:
To Whom It May Concern,
I purchased a brand new Burris 2x20 Handgun Scope (Item # 200218) two weeks ago. After mounting the scope and firing 90 rounds, I discovered a loose piece of metal inside the scope tube between the adjustment knobs and the objective lens. This piece of metal can be seen when looking inside the scope through the objective lens, and through the eyepiece when positioned at a certain angle. It can be heard moving freely when the optic is shaken or tipped forwards and back. The inside of the objective lens is also damaged from what i assume to be contact with this loose piece. Also, the scope did not hold zero after firing approximately 40 rds.
I purchased the scope from opticsplanet.com, and when I contacted them about the problem, I was told that since it has already been mounted, they will not accept a return, and that I must go through Burris to resolve the issue. Considering this optic is brand new, I would like a brand new replacement. I have all the original packaging and papers, as well as my receipt from opticsplanet. Also, please understand that I wasted over $100 worth of ammunition in an attempt to zero the optic.
Your cooperation in resolving this matter is greatly appreciated. I can be contacted at XXX-XXX-XXXX. Thank you.
Burris wrote:
Dear Customer,
From the issue you are describing with your scope, it sounds as though you had best send it in and have our experienced technical repair team have a look at your scope. All Burris Rifle scopes carry a Forever Warranty on Materials and Workmanship. This means the scope will funtion as it did when it left the factory. Physical dammage is "Not" a defect in Materials or Workmanship(i.e. bent tube.) There is no RA required.
When sending in your scope, please include a short note with your name, your physical return mailing address, a daytime phone number and a brief note with a description of the problem that has occured. Be sure to keep a copy of your scopes serial number for your personal records.
When ready, please send in your scope to the address listed below.
Burris Company
331 East 8th Street
Greeley, CO 80631
The average turnaround time for a scope repair is less 4 weeks from date it is checked in. Please note we are aware that hunting season is fast approaching turn around times may be longer. We work on the scopes in the order we recieve them.
Best Regards,
Joshua Lawley
Burris/ Steiner Technical Support
1-888-228-7747 Ext:103
[email protected]
I wrote:
Mr. Lawley,
I find your response unacceptable. Did you fail to read where I mentioned that this is a BRAND NEW scope. Now I have to send it in for a "repair" that will most likely take more than 4 weeks? And yes, hunting season is fast approaching, and not having my BRAND NEW scope for more than 4 weeks is a huge inconvenience, as is having to pay shipping to send back my BRAND NEW scope, as well as having wasted over $100 in ammunition attempting to sight in my BRAND NEW scope. Without even a hint of an apology, I find your email cold. If this matter is not resolved to my complete satisfaction, you will have lost a customer, and I will be sure to convince anybody I know considering a Burris product to consider otherwise.
Good day.
A few days go by, and then I receive a phone call from a different customer service rep who was very professional and apologetic. He explained that he would personally see to it that my repair/replacement would be expedited. 5 minutes after I hang up the phone I receive the following emails:
Matt,
After thinking about it, I realized I did not need to think about this it’s a no brainier.
I am sending you a new replacement scope. It will go out tomorrow, you should have it this time next week, if not sooner.
If I may be of any further assistance, please do not hesitate to contact me. Directly.
Regards,
Samuel
And then:
Matt,
I have placed the order for your replacement scope into our computer system. Your service e order # is XXXXXXX. This is not a tracking # just a validation the replacement order has been entered. The scope should be pulled and shipped by tomorrow.
Regards,
Samuel
After receiving the initial response from CS I did not think that this would end to me satisfaction. I did have to push a little, but they certainly redeemed themselves. Sending me out a replacement before even receiving the defective scope I was returning is very generous IMO. This is just another example of the kind of customer service that sets certain companies apart from others.
I wrote:
To Whom It May Concern,
I purchased a brand new Burris 2x20 Handgun Scope (Item # 200218) two weeks ago. After mounting the scope and firing 90 rounds, I discovered a loose piece of metal inside the scope tube between the adjustment knobs and the objective lens. This piece of metal can be seen when looking inside the scope through the objective lens, and through the eyepiece when positioned at a certain angle. It can be heard moving freely when the optic is shaken or tipped forwards and back. The inside of the objective lens is also damaged from what i assume to be contact with this loose piece. Also, the scope did not hold zero after firing approximately 40 rds.
I purchased the scope from opticsplanet.com, and when I contacted them about the problem, I was told that since it has already been mounted, they will not accept a return, and that I must go through Burris to resolve the issue. Considering this optic is brand new, I would like a brand new replacement. I have all the original packaging and papers, as well as my receipt from opticsplanet. Also, please understand that I wasted over $100 worth of ammunition in an attempt to zero the optic.
Your cooperation in resolving this matter is greatly appreciated. I can be contacted at XXX-XXX-XXXX. Thank you.
Burris wrote:
Dear Customer,
From the issue you are describing with your scope, it sounds as though you had best send it in and have our experienced technical repair team have a look at your scope. All Burris Rifle scopes carry a Forever Warranty on Materials and Workmanship. This means the scope will funtion as it did when it left the factory. Physical dammage is "Not" a defect in Materials or Workmanship(i.e. bent tube.) There is no RA required.
When sending in your scope, please include a short note with your name, your physical return mailing address, a daytime phone number and a brief note with a description of the problem that has occured. Be sure to keep a copy of your scopes serial number for your personal records.
When ready, please send in your scope to the address listed below.
Burris Company
331 East 8th Street
Greeley, CO 80631
The average turnaround time for a scope repair is less 4 weeks from date it is checked in. Please note we are aware that hunting season is fast approaching turn around times may be longer. We work on the scopes in the order we recieve them.
Best Regards,
Joshua Lawley
Burris/ Steiner Technical Support
1-888-228-7747 Ext:103
[email protected]
I wrote:
Mr. Lawley,
I find your response unacceptable. Did you fail to read where I mentioned that this is a BRAND NEW scope. Now I have to send it in for a "repair" that will most likely take more than 4 weeks? And yes, hunting season is fast approaching, and not having my BRAND NEW scope for more than 4 weeks is a huge inconvenience, as is having to pay shipping to send back my BRAND NEW scope, as well as having wasted over $100 in ammunition attempting to sight in my BRAND NEW scope. Without even a hint of an apology, I find your email cold. If this matter is not resolved to my complete satisfaction, you will have lost a customer, and I will be sure to convince anybody I know considering a Burris product to consider otherwise.
Good day.
A few days go by, and then I receive a phone call from a different customer service rep who was very professional and apologetic. He explained that he would personally see to it that my repair/replacement would be expedited. 5 minutes after I hang up the phone I receive the following emails:
Matt,
After thinking about it, I realized I did not need to think about this it’s a no brainier.
I am sending you a new replacement scope. It will go out tomorrow, you should have it this time next week, if not sooner.
If I may be of any further assistance, please do not hesitate to contact me. Directly.
Regards,
Samuel
And then:
Matt,
I have placed the order for your replacement scope into our computer system. Your service e order # is XXXXXXX. This is not a tracking # just a validation the replacement order has been entered. The scope should be pulled and shipped by tomorrow.
Regards,
Samuel
After receiving the initial response from CS I did not think that this would end to me satisfaction. I did have to push a little, but they certainly redeemed themselves. Sending me out a replacement before even receiving the defective scope I was returning is very generous IMO. This is just another example of the kind of customer service that sets certain companies apart from others.
