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Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 15:02
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There have been a few discussions lately that touched onto the subject of Kahles customer service.  Since, Kahles has just changed importers (it is now Legacy Sports), there isn't a whole lot of information available.  Well, here is my opportunity to check it out for myself.

I have a Kahles CL 3-9x42 scope with Multizero that has a broken elevation knob.  I will, presumably, have to send it back to Kahles to have it serviced, and I will be updating this thread with the progress.

So far, I have just called Legacy Sports and talked to a very nice lady who apologized profusely since everyone who could help me was out at lunch.  She took down my number and promised to have someone call me back.

To be continued...

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 17:50
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Update #1

I got a call back as promised and talked to a gentleman named Emmet (sp?).  He politely explained the process in the following way:
  • Legacy Sports issues a return authorization number.
  • I ship the scope to them (they are in Reno, NV) and include a $15 check to cover the shipping costs of the scope back to me.
  • They forward it to Kahles in Austria
  • Kahles assesses the scope and gets back to Legacy with whether they deem the problem as under warranty or not (I bought the scope off of the samplelist and never mounted it: I looked at the optics at some length, and only discovered the mechanical problem when I decided to mount it on a rifle and started looking at the knobs).
  • Legacy contacts me to inform me of what Kahles told them.
  • If the repair is not under warranty, I have to choose what I want to do.
Sounds like a somewhat convoluted process, but as long as it works I do not particularly care. 

I sent the scope out about an hour ago.  We'll see how it goes from here.

ILya

Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 18:03
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If it is indeed a warranty issue, I would hope they reimburse you for the $15 shipping back to you charge.  That's how most things I've sent back have been handled.
 
What are some of your thoughts on this $15 shipping charge?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 18:20
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The shipping charge does not bother me in the slightest.  Considering how expensive Kahles scope are, I was a little surprised about it, but ultimately I do not care.  Perhaps, it is Legacy's way of covering some of the costs of all servicing all the Kahles scopes out there that were not sold through them.

What I am curious about is whether they will promptly repair the scope and return it to me or whether they will try to stick me with some substantial repair bill.  I do not particularly care about how fast their service is, but I do want it to be hassle-free. 

Considering that it is a pretty expensive scope to start with, if their service does not meet my (admittedly simple) expectations, I will sell every Kahles scope I have and switch over to a different brand (and needless to say I will stop recommending them).

I have dealt with customer service of a number of companies over the years: Leupold has been great, IOR has gotten quite good in the last few years (did not start out great, but improved vastly), Nikon was aweful (and I seldom buy any Nikon products), Burris has been very polite and prompt, Sightron has been very good as well.

So far, the people at legacy Sports that I have talked to have been courteous and prompt.  We'll see how it goes from here.

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 18:33
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Tagged.
I'm interested to see how this goes for you, Your Evilness.
I don't remember reading anyones CS experience with Kahles before. (Probably first rate though, just like Nikon's.)  Devil
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 18:46
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Cheap.......... I have to say I like your new Avatar!  The other one kind of creeped me out.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 18:54
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Originally posted by Tip69 Tip69 wrote:

Cheap.......... I have to say I like your new Avatar!  The other one kind of creeped me out.
 
Wink Thanks for noticing.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 19:32
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Hey, cheaptrick....THE NEW Avatar is creeping me out, too....Is that from The Twilight Zone (movie) ?  [ It's all beginning to come back to me, Doc.....]   Whatever
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/27/2008 at 19:39
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Originally posted by koshkin koshkin wrote:

They forward it to Kahles in Austria
I wonder how long that will take and how they will deal with customers in a hurry or have a hunt comming up.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 03:38
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Originally posted by cheaptrick cheaptrick wrote:

Originally posted by Tip69 Tip69 wrote:

Cheap.......... I have to say I like your new Avatar!  The other one kind of creeped me out.
 
Wink Thanks for noticing.


I suspect that your avatar is a symbol of some part of American culture that I have not encountered yet.  Does it mean anything?

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 03:46
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It's a pic from a Twilight Zone episode "It's a Good Life".
The boy, "Anthony" uses his mind control powers to basically enslave a whole town and sends people he deems "bad" to the dreaded cornfield where they are subjected to hellish tortures.
 
Anthony seems like a nice, yet misunderstood lad. 
Big%20Smile


Edited by cheaptrick - March/28/2008 at 03:49
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 03:48
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Originally posted by Nic K. Nic K. wrote:

Originally posted by koshkin koshkin wrote:

They forward it to Kahles in Austria
I wonder how long that will take and how they will deal with customers in a hurry or have a hunt comming up.


To be honest with you, that is the least of my concerns.  If any significant event, be it a hunt or a shoot or anything along those lines, depends on one particular scope not breaking, then it is my own damn fault and I have no one to blame but myself.

That is what backup scopes are for.  For a couple of rifles that I might use for anything important, I have sighted-in backup scopes sitting in mounts that return reasonably close to zero.  It will be a cold day in hell before I depend on service turnaround from any scope maker.

Besides, if a scope maker does have quick turn around there is no guarantee that they will actually do anything with it.  A while back when I still had a few Leupold scopes, a particular VX-2 belonging to a friend of mine that would not hold zero had to go back and worth a few times simply because Leupold would send it back to me saying there is nothing wrong with the scope.  Yes they returned it to me very quickly, but it was not helpful to me at all. 

To summarize, whether it take two days, two weeks or two months makes no practical difference to me.  I do want the scope to come back in reasonable time, but I am no great rush.

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 03:49
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Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 03:51
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Originally posted by cheaptrick cheaptrick wrote:

It's a pic from a Twilight Zone episode "It's a Good Life".
The boy, "Anthony" uses his mind control powers to basically enslave a whole town and sends people he deems "bad" to the dreaded cornfield where they are subjected to hellish tortures.
 
Anthony seems like a nice, yet misunderstood lad. 
Big%20Smile


OK.  That is pretty creepy. 

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 05:19
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Besides, if a scope maker does have quick turn around there is no guarantee that they will actually do anything with it.  A while back when I still had a few Leupold scopes, a particular VX-2 belonging to a friend of mine that would not hold zero had to go back and worth a few times simply because Leupold would send it back to me saying there is nothing wrong with the scope.  Yes they returned it to me very quickly, but it was not helpful to me at all. 
 
Interesting observation Koshkin. I sent my scope to Leupold and asked them to check the parallax. I also asked them to set it to 200m. The scope tube had a slight scratch mark on it from being knocked against a rock. I expected/hoped they would repair this. The scope came back with no obvious work having been carried out on it. The report said" Scope tested-nothing wrong". The scratch mark was not repaired.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 08:00
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Man CT, I thought your Avatar was Oppie Taylor.

Rob
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 09:10
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8shots....... Did they re-set the parallax like you asked them to?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 15:34
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Originally posted by 8shots 8shots wrote:

Besides, if a scope maker does have quick turn around there is no guarantee that they will actually do anything with it.  A while back when I still had a few Leupold scopes, a particular VX-2 belonging to a friend of mine that would not hold zero had to go back and worth a few times simply because Leupold would send it back to me saying there is nothing wrong with the scope.  Yes they returned it to me very quickly, but it was not helpful to me at all. 
 
Interesting observation Koshkin. I sent my scope to Leupold and asked them to check the parallax. I also asked them to set it to 200m. The scope tube had a slight scratch mark on it from being knocked against a rock. I expected/hoped they would repair this. The scope came back with no obvious work having been carried out on it. The report said" Scope tested-nothing wrong". The scratch mark was not repaired.


I've heard of that happen to a few people: scope comes back with a note that there is nothing wrong with it and the problem is not fixed.  That just shows that even Leupold's generally exemplary service gives out glitches occasionally.

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/28/2008 at 21:35
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Originally posted by Tip69 Tip69 wrote:

If it is indeed a warranty issue, I would hope they reimburse you for the $15 shipping back to you charge.  That's how most things I've sent back have been handled.
 
What are some of your thoughts on this $15 shipping charge?


I could be wrong but if memory serves me,  Leupold did the same thing to me with a warranty claim. No problem, it was fast and I received a new scope.

Their one of the best in backing up their products. Another company like that is North Face if anyone cares. Like Leupold, no receipt, they back up their stuff 100%. Thunbs%20Up
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/29/2008 at 00:10
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Zeiss worked on my scope but it still had problems when I got it back and would not shoot the same place twice. I sent a target shot with the 6-20  Zeiss and a target shot with a $48 2-7 BSA. The BSA shot target was 1.2" and the Zeiss was 3.7" I used the BSA because it is the scope with the worst reputation I could lay hands on. I hope they can take a hint. Ours has become a world of noncustomer service
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/31/2008 at 02:07
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Originally posted by Tip69 Tip69 wrote:

8shots....... Did they re-set the parallax like you asked them to?
 
No, they did not reset the parallax. This is why I know they did nothing other then possibly check it for a major problem. I was glad afterwards that they did not re-set the parallax, as setting it to 200m would have been a mistake on my part.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/09/2008 at 18:38
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All right, I thought I should bring this thread back to the top.

I have not yet heard anything from Legacy or Kahles (nor did I expect to).  I do know, however, that they received my scope, since they cashed the $15 check I sent with the scope to cover shipping.

ILya
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/09/2008 at 20:48
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that would lead me to believe that something is on it's way to you.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/09/2008 at 21:08
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Originally posted by 8shots 8shots wrote:

Besides, if a scope maker does have quick turn around there is no guarantee that they will actually do anything with it.  A while back when I still had a few Leupold scopes, a particular VX-2 belonging to a friend of mine that would not hold zero had to go back and worth a few times simply because Leupold would send it back to me saying there is nothing wrong with the scope.  Yes they returned it to me very quickly, but it was not helpful to me at all. 
 
Interesting observation Koshkin. I sent my scope to Leupold and asked them to check the parallax. I also asked them to set it to 200m. The scope tube had a slight scratch mark on it from being knocked against a rock. I expected/hoped they would repair this. The scope came back with no obvious work having been carried out on it. The report said" Scope tested-nothing wrong". The scratch mark was not repaired.
  
 
*  Remind ourselves to use this passage the next time we "bash" Leupolds!!  HA! HA!  Devil
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/09/2008 at 21:14
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I can find quite a few things to bash Leupold with, but, generally, customer service is not one of them.

ILya
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