Problems with Burris customer service

[Chargera134]

Burris has had my Signature Select 6-24x since 18 June. On my first call, the Burris tech couldn't find my scope, and he said that it is in some other part of the repair shop (polishing) but couldn't find any repair info on their computer system. He told me to check back later. On the second call at six weeks, I was told that the scope was out for recoil testing, would be done soon, and shipped.

I then received a voice message TWO WEEKS ago that they 'found' my scope (was it lost?) and would ship it out in the next couple of days. Obviously, I have not received it, so today I called and the tech said that there wasn't anything repaired ("...nothing wrong with it.") and that it would ship in the next couple of days.

I don't understand why they have kept my scope for nine weeks (so far) if they did not find anything wrong with it. I spent $16 on shipping because it is defective; I had problems with it on my Ruger#1 in 22-250. It shot very low and very left with the scope's adjusters centered, and moving the turrets would barely zero it @100 yds (windage was max'd out). The scope that it was to replace, a Simmons 6-24x, zeroed with the turrets centered using the Ruger factory rings, so the rings should not be the problem. I even swapped the scopes again with the same problem on the Burris. I also noticed that the reticle did not change the POI consistently as if it was sticking; I did not report this since I figured that they would blame my shooting anyway.

I finally called Burris to complain, but they only have one published phone number. When I spoke to the operator, she said that the customer service manager was out, and I would have to leave a voice mail. When the manager's mailbox greeting started, I realized that it is the same person that has been giving me the runaround.

Does anyone know of another way to contact Burris management, not the (970) 356-1670 number? Or is complaining about Burris customer service a lost cause?

 

[asknight]

Ask to speak to the "manager's" boss. If that doesn't get you anywhere, it's time to start writing letters to shareholders, owners, etc.

 

[Chargera134]

I couldn't find any other contact....

I called the main line, but the operator screens calls and told me that she could only send my call to customer service. I have not been able to find another phone number. I did email them and got a standard (form letter) response. I suppose I could write to Burris' chief officer, John McCarty, but another person on OpticsTalk forum said that it was a waste of time- McCarty actually cursed at him, and he had to sue Burris in small claims court.

For whatever it's worth, I received the scope unexpectedly via UPS today. The tech thought that they still had it when I called this morning, hence him stating that it would arrive in a couple of days. Burris CS claims to have disassembled, polished and tested the scope. Hopefully it is fixed???

 

[asknight]

Sounds like their right hand doesn't know what their left hand is doing, which is all too common in business today. I would take the tech's written word for it before I took the customer disservice representative's word for what was done. Were you talking to a tech (unlikely) or a CSR(more likely)?

It's actually very easy to file suit in small claims court and I would look into it before I let them give me the run around like that again. That is, if it's not repaired to your satisfaction already.

 

[JohnBT]

Who would you sue, Burris or Beretta? Beretta bought Burris from Inductotherm in 2002. Don Burris sold the company in 1985.

John

 

[Chargera134]

Scope's mounted...

and I'll try it out this weekend. I'll zero it using the Burris offset inserts (if necessary) and then try to shoot a 6x6 or 8x8 box using the turret knob adjusters. I have a really accurate load (35.5 grains IMR4064, Sierra 55 grain BlitzKing) that should tell me how precisely the adjusters track.

Were you talking to a tech (unlikely) or a CSR(more likely)?

I was probably talking to the CSM since the voicemail I was sent to sounded exactly like him. I should've asked his name (and I usually do) but I was simply dumbfounded by how inept Burris customer service has been. Inefficiency is infectious!

 

[asknight]

I don't disagree Chargera134. Keep us posted on how it sights in to your favorite load.