your good (or not so good) customer service interactions of late

[twall13]

I recently picked up some Swaro EL's from Outdoorsman's with the sale going on and their offer to include a free Bino stud installed with the purchase. When they arrived, they were missing the promised stud. I emailed them disappointed as that was my main reason for purchasing from them vs. elsewhere and I wasn't sure I was going to get it resolved before my upcoming hunt. They asked me to send a photo to verify and apologized for the hiccup. They then emailed me a shipping label to send them back and shipped out another pair before I had even shipped the originals back. They also upgraded the shipping to overnight so I could be sure to have them in time for my hunt this weekend. Mistakes happen, it's how you handle the mistake that makes good customer service to me. I'm very satisfied with their response.

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[BBob]

Outdoorsmans has surprised me several times with above and beyond service. The last thing was a product that was perfectly fine but just didn’t suit me and I wanted to return it. I was totally prepared to eat the shipping and told them so. Nope they insisted on sending me a return label. I protested but they insisted.

 

[BobbyMac]

Darn tough
Sent in 4 pairs and they warrantied all of them. Great communication and service.

Wrangler Jeans
Sent 2 pair in as they have a one year warranty. Back pockets started ripping off and the crotch ripped out on one. Only wore a them few times. No communication whatsoever. 5 weeks later I get 2 new pairs in the mail. Can't complain I guess...until the back pockets start ripping out again.

 

[ODB]

Leupold

The Good: Turnaround on scope repairs has been excellent

The Bad: The quality of their scope repairs has been shit. I am now sending a scope in for the third time (it's been in a total of four times) for the SAME issue. The Objective lens gets condensation on the inside when going from inside to outside. None of my other eight Leupold scopes have this issue.

I told them to replace it or just keep it. I do not want it back and if they send it, will not use it. It was going on a 9.3 that I hoped to use on safari. Nope.

 

[Mosby]

ACR PLB. My PLB battery has expired and I want to send it to them for replacement before the fall hunting season. Website is more than confusing and before I blindly send the PLB somewhere I thought I would contact them to confirm where and what to send. Filled out a contact form and left two voice mails in the last week. Nothing. Going to try again this week. If I don't hear from them, I'll pitch the PLB and buy a Garmin.

 

[bairdi]

Discount flies.com

These guys have gone way above and beyond to get several fly orders sent out to me ASAP this summer. Very knowledgeable about their products and overall. Genuinely nice folks to work with and provided great advice. If they continue to provide service like I’ve received over the past few months, I will go out of my way to purchase my flies from them. It was as close an experience to walking into a local fly shop as I’ve ever had. If we had a good local fly shop in Fairbanks. I’d go there first, but since we don’t, I’m happy to spend money with these guys.

 

[LFC911]

Just want to give a shout out to Jake at @ExoMtnGear who took care of me today with a warranty issue on my K2 frame originally purchased in 2019. He is going to expedite a new one out to me today and I won't have to rush around and buy a new pack two weeks before season starts. No doubt who I will be purchasing from when they get some more K4 5000 Fusions back in stock!

 

[Htm84]

Another one for darn tough. Had a package not show up from the post office. Sent an email and they replaced the order the next day. About a month later the original package shows up so I ask if they want it back. They said just keep it.

 

[Mike Islander]

SWFA is awesome.

I lost the little o-ring under the turret screw on a 3-9x42. Sent a request to buy a few spares. (Note: always lift the turret off with the screw still inside it.) Received a reply that day that they were sending a couple for free.

 

[nja112189]

Grandt custom rods. I had a 20+ year old rod break that had a lifetime warranty. Jim Grandt personally reached out to talk about potential replacement options.

 

[WCB]

Primos

I had a couple of my Double Bull Blinds get stranded late season last year do to snow (2 miles from nearest plowed road). needless to say when I went and got them in the spring I had 7 of the poles snapped. Called them up a couple days ago finally and told them what I needed. Confirmed type of poles I needed, got my address and said expect them in 5-7days and they will send 12 rods just incase some of the ones left break do to being stressed that much.

Montana Black Gold

Getting dialed in for season and couldn't figure out why the heck my bow wouldn't stay sighted in left and right issues. Then arrows would start hitting up to the right then down to the left just constant at all distances. While swapping my sight to my backup bow to see if it was a bow issue I noticed the windage bar was cracked on one of the ears of the dovetail really bad. Called up confirmed model and part got my address and said it will be in the mail tomorrow. 2nd time dealing with MBG and zero issues and basically no questions asked.

 

[ODB]

Leupold

The Good: Turnaround on scope repairs has been excellent

The Bad: The quality of their scope repairs has been shit. I am now sending a scope in for the third time (it's been in a total of four times) for the SAME issue. The Objective lens gets condensation on the inside when going from inside to outside. None of my other eight Leupold scopes have this issue.

I told them to replace it or just keep it. I do not want it back and if they send it, will not use it. It was going on a 9.3 that I hoped to use on safari. Nope.

Update: just talked to Leupold and they said after four returns they are sending me a new scope. Should be here in a few days.

 

[SivvyB]

First lite, no one is in the office, return or exchange of products is a drag. Glitches on there sales events after ordered products, im switching different brands.

 

[grossklw]

Vapor-Trail

My Pro-V rest developed a small crack in it (6 years old, well out or warranty). Gave them a call and they sent me a brand new site for 35$'s and it retails for 180$, popped the new one on and I'm shooting again.

Montana Black Gold

Had a pin break, sent me a new one immediately. Had the windage bar bend (completely my fault, not meant to be screwed down super tight), sent me another one overnight as well.

 

[TheCougar]

OnX: I purchased a subscription for 20% off using a normal code. Within an hour, I got a call from their CS asking me if I was a veteran. Unprompted, they refunded the purchase and increased my discount to 50%.

Big Anges: I pulled out two sleeping pads that had been in storage for a couple of years. These bags are a decade old, at least. I tried to fix them, unsuccessfully. I contacted their CS and they immediately volunteered to replace the pads with current models.

 

[NRA4LIFE]

RCBS recently. Had one of the small brass set screws get all buggered up on my .223 dies while doing some load adjustment. Called them to buy a new one and they said no problem. 3 days later 6 of them showed up in the mail free of charge.

 

[grfox92]

Ruger.

I bought a Ruger American Predator in .308 in March. I have been chasing my tail trying to develope a load. 10 different bullet combos and the best it could do was 2.5" at 100 yards.

I filed a claim with ruger explaining exactly that.

My first response was a shipping label and email saying they want to see the gun. Sent it in 2 weeks ago. Got an email they recieved the gun 3 days later.

Woke up to an email this morning that the gun was in transit back to me. I was confused because I haven't heard any update.

Called this morning and was told the gun was re barreled and shot a 12 round group with Federal Gold Medal within their acceptable standards with the new barrel. The gun and target are in transit back to me.

Phenomenal service. She couldn't tell me what group size was acceptable, so we will see when I get it back.

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[Reburn]

evolution bipods.

I bought a bipod. They didnt send a shipping notification. After a week I emailed and asked if I missed the shipping notification. They didnt respond but I got the shipping notification.

I got the bipod and didnt like it. I have sent 3 emails and 3 phone calls to try and authorize a return over 12 days. I have got no response. I shipped it back and will take up with CC company if nessecary.

Im fairly disappointed in the complete lack of customer service.

 

[Silver Wings]

Vortex
I had an 8 y/o Viper 2.5-10-50 loose eye relief…only 1.5”…which in turn caused me some loss of blood.
Called CS and explained. They sent me a shipping label and said they needed to evaluate. 9 days after dropping it at USPS I got an email saying…yes it’s bad and we can’t fix it. We also don’t sell that exact scope now but we do have a Viper HS 2.5-10 44 although it is 30mm not 1”, so we will include new rings. I replied that would be fine although I have a set of Leopold Mark 4 rings and would appreciate something of comparable quality. They replied back with their best set of rings.
Hard to beat that kind of customer service.

 

[Schoolhousegrizz]

I have had 2 great experiences lately. 1 from Stone Glacier and 1 from Katadyn.