Leupold Customer Service? Anyone able to get a hold of them??

[Anmut]

My father in law is old school and a die hard Leupold fan. Well one of his old scopes isn't holding zero anymore.

So before he sent it in he attempted to contact them by phone. Once a day, then twice a day and then as many as ten times a day (he's retired) he's called and left messages. No answer, no call backs. So finally he wrote a note with the problem and sent the scope off USPS, fully insured. It's been a month and he hasn't heard anything.

Now in the last three weeks, since the USPS tracking number says it was delivered, he has been trying to get a hold of someone at that company to find out what they're going to do with it. To say the least he is extremely frustrated.

Now he's asking for my help - and I can't get a hold of anyone, get a return email or phone call back either.

What the heck is going on with Leupold??? I have to say I've had better customer service from companies that sell chinese junk. At least they return calls or pick up their phone. Lifetime Warranty isn't worth the paper it's printed on if you can't contact the company!

Any help would be really appreciated...

 

[earlthegoat2]

1 (800) 538-7653 AKA 1 (800) LEUPOLD

Is that the number he is calling? I have not dealt with them often but when I have they have been very helpful.

 

[Anmut]

Yes sir, thank you for the reply. That's the number he's calling.

 

[earlthegoat2]

So you and he are calling the number and not getting an answer?

You are leaving messages to no avail?

Have you tried pressing zero repeatedly so you can talk to a person?

When he sent it in, did he include the Product Service Request Form that can be downloaded from Leupold?

This is strange. Even companies with poor customer service at least let you talk to a person eventually so that they can give you more of the run around.

 

[Anmut]

earlthegoat2;

Yes that is correct. We printed and he sent the correct form in. Calling the 800 number just get's you a message to have you leave a message. Which you do - and receive nothing for a call back. Emails also seem to go out into some sort of black hole.

I really did not even want to throw this up on this board and possibly detract from Leupold's reputation - but I'm really out of ideas.

 

[buck460XVR]

earlthegoat2;



I really did not even want to throw this up on this board and possibly detract from Leupold's reputation - but I'm really out of ideas.

After a month of continuous calling with no reply, one can certainly understand your frustration. If there's any distraction from Leopold's reputation, in this case, it's their own fault.

 

[rhinoh]

Personally I refuse to use Facebook, but I see Leupold mentions their Facebook page several times.
In my experience some companies have pretty much ditched their traditional contact means and expect everyone to use Facebook.
Have you tried that?

 

[CB900F]

Fella's;

In the past year I've had to contact Leupold's customer service by phone, and it's been a hassle. However, at least in my case, it could be done. When I got ahold of somebody, they were polite, helpful, and interested in helping me, very good attitude on their part. But, it wasn't easy getting ahold of them. The obvious conclusion to draw is that there aren't very many people answering the phones, they want you to use facebook or some other form of indirect contact. That saves money on personnel costs you know.

900F

 

[musicman10_1]

I had to get some warranty work on a Leopold scope last year and when I called to speak with a technician I had to endure a fairly long wait time to finally reach someone. I called mid day and followed the prompts and then just waited it out; someone did eventually speak with me and all was well after that. Once I sent the scope with the downloadable return authorization form it took nearly a month for it to be returned and there was no communication through the process beyond my initial phone call.

The scope was returned as good as new and there was no charge.

 

[stiab]

That is strange to me, this week there is a thread on the NC Hunting & Fishing Forum where people are praising Leupold's CS, and I added my own account. In 2014 I bought a used 2x7 with clear optics, but when went to sight in magification would only move from 4 - 6. I called them, they said send it in, I sent it priority US mail on my dime. A little over a week later I had the scope back, working fine. The paperwork indicitated they actually fixed it the day after tracking said it arrived. Sorry for your dad's problems, seems out of place, and I hope you soon get a resolution.

 

[Ks5shooter]

Always good service for me,but I have not needed it lately.

 

[Cloud]

Sent my scope in 2weeks ago for some work . Never had a problem reaching CS by phone. Received a ups delivery notice should receive it back tomorrow .

 

[readyeddy]

Make a printed copy of the USPS tracking info that shows that the scope was delivered to Leupold. Mail that copy to Leupold with a copy of the filled out return form, and ask for a status in a letter. Keep a copy of the letter and ask for a response within 7 days of their receipt of the letter and inform them that if you get no response then you will be making a claim for insurance from the USPS.

 

[Anmut]

Well guys, I don't know what happened. My father in-law was able to get through to someone right away this morning. Maybe those guys watch these boards?

Don't know - but problem is, for now, fixed.

 

[oldandslow]

anmut,

Three years ago I had a Leupold issue and tried contacting their Customer Service department by phone, email and finally by USPS mail. I never could get a reply and finally gave up on Leupold. Their lifetime warranty didn't help much with their poor customer service response.

best wishes- oldandslow

 

[redneck2]

I have had a couple of things go back, but I have a lot of Leupold stuff. They will answer the phone (or at least did as of a couple years ago), but you may be on hold +/- twenty minutes.

While contacting them was frustrating, their level of service is second to none.

 

[Gaffer]

Part of the problem today with customer service is the telephone systems that they now employ. Many have glitches that route you call to never never land or some dark hole.
One of the methods I have used is to put a derogatory remark of Face Book about the poor customer service or if that doesn't work look up the corporate address via the Internet and write to the CEO. That usually get immediate attention.
I know that is extreme measures but I learned a long time ago the the squeaky wheel gets the grease.

 

[krupparms]

I just picked up a scope this week . One of the scopes I looked at was a Leupold VX-1
They had one VX-2 but it was out of my price range. So I picked up a Nikon Prostaff. Both of these scopes have a lifetime warranty. With hearing the problems contacting Leupold's C.S. I am glad I picked up the Nikon! I will still consider a Leupold scope, but now I know it could take awhile to get one of their scopes fixed! Never sent a scope backed to get it fixed, but if I do. I would hope to be able to speak with someone at C.S.! Company's should understand that if you put a Lifetime warranty on something, it is worthless if you cannot return it to get it fixed! That holds true if they make it difficult for customers to contact them!

 

[Cloud]

I would have to give leoupold CS an A plus .Called and talked to CS on 1/22/15 .Leupold received the scope on 1/26/15 . Shipped it back to me in NC. and I received it today 2/6/15.

 

[Ron Go]

I phoned them about some mounts and ring recommendations and got through no problem.

A word of advice, don't wrap something up and send to a company without some some of reference number or return goods number or the receiver at that company won't know what to do with it or who to alert at that company that something was received. The bigger the company the more important that becomes.

 

[jerkface11]

Nikon will not honor their warranty without the receipt.

 

[SilentStalker]

^^^This is not true, at least for me. I have had two Nikon scopes and sent both back with a receipt. Both were replaced, no questions asked, for free. I have since moved on to higher dollar scopes. I have kind of moved to the buy once cry once kind of mentality. If I can't get ahold of someone's CS the. Their product is of little use to me and they will lose me as a customer. It's that simple.

 

[redneck2]

I've had two things go back. One was a Vari-X III 2x7 that was at least thirty years old. Got it on a used rifle. Wouldn't hold zero (which may be why the guy sold the rifle....wouldn't group). They were going to replace it absolutely free with an upgrade to a VX-3, same power. I paid the difference and got a 4-14x40. Incredible scope.

Next was a pair of binoculars. They were in the Bargain Cave at Cabelas. Threads on eye piece was stripped. I called Leupold to see if they could be repaired, and what the cost would be. Guy on the phone was adamant that they would be fixed free whether I had them twenty years or just bought them. Sent them back and a couple weeks later got a brand new set of the newer, upgraded model. Their best binos. Again, incredible optics.

So, I'll take waiting on hold fifteen minutes for service like that. And the personnel are extremely polite and helpful.

 

[Sniper66]

It is disappointing to hear about such poor service from Leupold. Especially since I have several Leupold products.....scopes, binoculars, range finder, etc. One time I had to return a dysfunctional new scope and it was replaced in less than 2 weeks. I had great service.

 

[redneck2]

I suspect it's more of an issue of the expectation of instant gratification than it is a problem on Leupold's end.

" I push a button on my gameboy or PS III and, like something happens right away dude...."

I haven't seen anybody that had a bad resolution from Leupold. Just guys getting their panties in a wad because they couldn't talk to someone within thirty seconds.

For the love of God, call and wait your turn. Your life is not over if you have to wait a few minutes to get a brand new replacement for a twenty year old second owner defective product. FREE. Hell, they even pay the shipping.

I'll happily take that over what most companies do.

Hey, I have a GREAT idea. Buy a 1984 Chevy. Then call GM, tell them you're having a problem with it, and you expect a new one free. Betcha they get you a new one free right away.