Re: Quick Leupy Question.
I just sent in my Mark 4 8.5x25 ER/T because it would not longer shoot a group.
Called Leupold, they were extremely apologetic and asked me to send it in.
I expressed concern over the fact that they would be closing down the service center & custom shop for a few weeks due to upgrades and explained that I had a competition at the end of the month.
The woman that I spoke to once again apologized and said that she would make a note.
At this point in time I wasn't feeling all that confident, but I was still optimistic.
Checked the tracking number on my package and saw that it reached them on a Tuesday.
That Thursday, I decided I'd call to make sure that they didn't have any questions.
Spoke with a gentlemen on the phone and after confirming my personal information proceeded to tell me what was done to my optic.
They replaced an erector spring, completely disassembled & cleaned, centered the erector, re-calibrated, purged, and then retested.
After that, he seemed to be genuinely apologetic and stated that this type of failure was quite rare for their Mark 4 product line.
He then proceeded to tell me that my optic was sitting on the side porch of my house.
I was taken back a bit and then thanked the gentlemen.
After rushing home, I tore into the UPS box and found that there was a piece of masking tape with my name on the scope box.
Along with the masking tape was a red dot and and another small note that said RUSH! on it.
Lets take a second look shall we:
-Leupold had a customer that had a presumed defective product that was about a year and a half old.
-They received the product back for warranty service on a Tuesday afternoon.
-Diagnosed, repaired, calibrated, and tested the optic.
-Then sent it UPS RED from Oregon to North Carolina on Wednesday.
-I had the optic remounted and ready to go Wednesday night.
I do realize that this is probably not the average turnaround time on service.
It is important to realize though that I did not become excited, agitated, yell at or anything else when I initially spoke with Leupold.
I simply explained the situation and inquired about how they could help.
In my book, this is the definition of customer service.
Considering the price of shipping on their part and taking into account that I purchased the optic through the MIL/GOV program.
It is quite possible that Leupold may have lost money having me as a customer.
As a testament to how pleased I was with this experience, I ordered a Mark 4 12x40 TMR spotting scope the following week.
Like most other folks, I had heard customer service stories where a friend of a friend had Leupold replace / repair their scope after dropping it off a cliff or some other tall tale.
I was not sure what the actual case would be considering the economy and rumors of downsizing @ Leupold.
As important as it is to get the word out when a company does you wrong,
I feel it is equally important to let others know when you are treated right.
This is why I have taken the time to make these comments.
Didn't mean to Hijack the thread, just saw the OPs questions and started me thinking about my experience.
Hope this information is of use to you.
Cheers!
