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Leupold bad customer service

18 days

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#1 uscjg

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Posted 08 October 2012 - 10:14 PM

So I have a gx-3i that is about 6 months old.  All of a sudden it doesn't work at all.  I have tried changing the battery but no luck.  

I call and they tell me how surprised they are, as this never happens.  Then they proceed to tell me just to mail it with a return address.  No RA#, no reference, just mail it in and wait.  I ask how long for repair and replacement and they tell me 18 business days.

Is it just me that thinks it's unacceptable to have to wait almost a month to have something fixed that I spent $400 on less then 6 months ago?  Anyone deal with them before and have any suggestions.


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#2 oldpalchamp

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Posted 09 October 2012 - 08:08 AM

I had a GX-1 that stopped working after a few years.  It was out of warranty, but I called anyway and they said to send it in.  I sent it back to them with a note referencing our conversation.  When they received it they said that the cost of repairing it was higher than the replacement cost.  They offered to replace it at the employee price.  I declined and purchased a Bushnell.  Lo and behold, 2-weeks later, a brand new GX-1 showed up at my house.  Needless to say, I was very surprised.

#3 BuckyBadger

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Posted 09 October 2012 - 08:14 AM

I've only dealt with Leupold once. It was a pleasant experience. I bought a GX3 and hated the magnetic case. Rangefinder fell out of it a few times while carrying my bag. I called them and they sent me the bungee cord case like the GX1. Happy as a clam.
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#4 Stuart G.

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Posted 09 October 2012 - 08:53 AM

No personal experience with them but 3+ weeks does seem a bit long to me.  I'd expect a couple weeks to be a reasonable time but turn-around time is always going to depend on how backed-up the service dept is.  It also could be that the people answering the phones are trained to give the 'worst case' answer but I don't know for sure.

Edited by Stuart G., 09 October 2012 - 08:53 AM.


#5 SHIVAN

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Posted 09 October 2012 - 09:26 AM

Leupold has some of the best customer service in the optics industry, be thankful you didn't break a Bushnell.  You might be looking at 18 WEEKS...

Edited by SHIVAN, 09 October 2012 - 09:26 AM.


#6 rlheiman

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Posted 09 October 2012 - 09:46 AM

So it sounds like they are going to fix it for free, that doesn't sounds like bad customer service.  They probably gave you the worst case scenario turn around time.  I'd mail it in and get it fixed.

#7 deukee

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Posted 17 October 2012 - 02:46 PM

I have had an issue with Bushnell range finder and got the same customer service.
I was told to just send it in and they will inspect and try to fix it.  If not, they will try to sell you another one at discounted price.
I don't see the point of manufacturer's warranty if they can't support it or fix it.

#8 asm11

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Posted 23 October 2012 - 01:31 PM

FWIW, I just had a great experience with Leupold.  I sent in my GX4 (out of warranty) because it wasn't working.  I just received a brand new GX4, approximately 2.5 weeks later, at no cost.

#9 nitram

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Posted 23 October 2012 - 04:24 PM

Having dealt with both Leupold and Bushnell for several years, I can honestly say they both are reputable and may I say "top-notch" U.S. businesses. I realize you are inconvenienced by the loss of your RF for almost three weeks but the longer you delay, the longer its gonna take. Just send it in. I'll be disappointed if you're not pleasantly surprised.
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#10 Bob Cat

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Posted 23 October 2012 - 04:50 PM

View Postrlheiman, on 09 October 2012 - 09:46 AM, said:

So it sounds like they are going to fix it for free, that doesn't sounds like bad customer service.  They probably gave you the worst case scenario turn around time.  I'd mail it in and get it fixed.

This is the pleasant version of my thoughts.

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#11 keithu2

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Posted 24 October 2012 - 05:39 PM

View Postasm11, on 23 October 2012 - 01:31 PM, said:

FWIW, I just had a great experience with Leupold.  I sent in my GX4 (out of warranty) because it wasn't working.  I just received a brand new GX4, approximately 2.5 weeks later, at no cost.

Same here!  Sent my GX1 in on 10/9/12 and received a replacement yesterday.
Almost makes me want to upgrade to a GX3.

#12 Openwater22

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Posted 25 October 2012 - 07:02 AM

FWIW, bought a GX3i yesterday and it malfunctioned right out of the box. The quik set menu will not display. Gonna try to demand a store exchange. If not, anything longer than a 7 day turnaround will not be acceptable customer service
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#13 LittleBigDog

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Posted 25 October 2012 - 07:46 AM

View PostSHIVAN, on 09 October 2012 - 09:26 AM, said:

Leupold has some of the best customer service in the optics industry, be thankful you didn't break a Bushnell.  You might be looking at 18 WEEKS...

X2 . . . Leupold is known for their great service. Any little thing goes wrong with a rifle scope for instance and they fix or replace for free. Super good on service.




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