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Leupold Customer Service is over rated!

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Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/30/2013 at 00:17
alee18 View Drop Down
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Hello all,

I would like to keep this as short as possible, Leupold CS is below satisfactory in my book and they don't care to make things right!

I had a set of basic leupold STD bases and rings on my Savage 10, the rear base and ring got damaged under the 308 win recoil, poor quality IMH but for the price I guess thats what I get.

So I called leupold in mid February of 2013 speak with a very nice fellow named Trend Smith and he apologized for my exp. with the rings and tells me to send it in to him for replacement. When I explained to him that I was disappointed with the durability of these bases and rear ring mounting system he agreed to swap them for their dual dovetail rings front and rear. Also change the rings height from high to med at no cost. Im impressed and wowed by the customer service and tell to my self next time I buy a premium optics I will spend extra on the Leuopld glass!

I mail out the package for replacement, delivery tracking says it was delivered on Feb 20th. I wait patiently for about a month checking my mailbox every other day. One month later I call, and ask to be transferred to Trend Smith, a nice lady does so. Call goes to voice mail..
I leave a polite VM with my phone number and asking for him to return my call.
One week later, nothing.. I call back again leave another message asking him to call me back..
I call back in another week asking a nice lady to transfer me to a supervisor or manager on shift, she transferred me to guy name Allen I believe, I leave a VM asking to call me back.
Call back a week later, 2 MONTHS since the package was delivered to Leupold and ask to be transferred to a manager, goes to VM again.
I hang up and call back and spoke with the lady her name started with J don't remember exactly, I explained to her that I have been ignored after leaving multiple voice mails and Im not sure how to feel about your customer service, what going on?
She apologized and assured me that I will be taken care of, she was really nice and promised to talk with the manager call me back the next week and get it all sorted out.

Of course I don't hear back from none of them, I call back agian and said hello this is the guy that called last week and we spoke about ...... she pretends that she has no idea who I am and just transfers me to a tech named Mike where I spend about 20 mins on hold to finally find out that they don't have the bases for savage 10 in stock! Really?? That I can understand, but a simple call back telling me that would have been nice. I asked Mike to ship the rings first since they had them in stock who knows if I will ever see the bases.

Bottom line they dropped the ball in my eyes and I will not be buying their product in the future! I bet I'm the only one who had negative exp since everyone else always raves about their customer service.

Thanks
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/30/2013 at 01:23
Urimaginaryfrnd View Drop Down
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Unfortunately I would have to agree that Leupold needs to step up their game on customer service. I also had about a two month wait on a product only to find out it was not even in production after months of trying to get a simple answer.  Ive worn out some Leupold standard base ring sets also but most of the people out there put them on and leave them be and dont switch scopes so I think that you get what you pay for sometimes less never more.  Meanwhile the lower priced Redfield owned by Leupold seems to be  doing a pretty good job.  Go Figure.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/30/2013 at 13:52
rustic View Drop Down
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There are exceptions to every rule. A company is only as good as the individual working there at any given time... unfortunately.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/30/2013 at 13:56
Roy Finn View Drop Down
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Maybe the sequester has trickled down to Leupold too...................      
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: April/30/2013 at 21:50
Urimaginaryfrnd View Drop Down
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No if anything years war of selling $$$ Mil optics has made them less attentive if you dont have a .mil     e-mail address.  
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/01/2013 at 11:07
MZ5 View Drop Down
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Interestingly, Trent (at Leupold) has been very responsive to me in dealings with him over the past few weeks.

I certainly sympathize with your overall situation, though. It is easy to feel like the frenzy of buying in the last few years, both civilian and government, which has led to EVERY company in this business to being able to sell far more product than they have on-hand (or will receive any time soon), could lead to a poor attitude.  Happily, my experience with Leupy has continued to be very positive. I hope you get a replacement ring soon.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/01/2013 at 12:47
DW in AK View Drop Down
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For what it's worth,
i had called Leupold last week as i am considering, (well no I am buying my first Leupold scope), and got different answers to the same questions both times i called. Not a huge deal, maye they have some new folks there. It's always tough to get new people up to snuff at any workplace.
 
Im still going to purchase the scope, and I am going to buy thru SWFA, hoping all goes well this time and i truly believe it will.
 
No company is perfect, there is always going to be issue's.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/01/2013 at 19:06
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Been happy with.my Leupold's and their Customer service.

Eagle
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/02/2013 at 00:14
alee18 View Drop Down
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I knew very well that most of the customers are happy, that's why they have such a strong rep! Yes I understand in the current situation the stock might be low and what not.

However, if he could only mention that it would take months for me to get a replacement or even a call back keeping me posted would have been a right thing to do by any standards!

I did send few email as well that were never returned for what its worth, nor the phone calls...

Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/02/2013 at 08:51
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they go from down home country cool to business dicks, when things don't go their way. don't get me wrong they make decent overpriced stuff. you definitely pay for the leupold name. if i was considering another leupold, i'd look at sightron or vortex.
Post Options Post Options   Thanks (1) Thanks(1)     Back to Top Direct Link To This Post Posted: May/02/2013 at 18:37
MZ5 View Drop Down
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You think it's the name, rather than the American labor, that's a/the primary driver of the prices you dislike?  Personally, I think that American labor in Oregon costs A LOT as compared to off-shore Chinese, Philippino, and to some degree even Japanese labor.  I know it costs A LOT in the facility I'm in.  Other, similar facilities (to mine) south of the border have WAY lower labor costs.
Post Options Post Options   Thanks (1) Thanks(1)     Back to Top Direct Link To This Post Posted: May/02/2013 at 19:04
rustic View Drop Down
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Originally posted by MZ5 MZ5 wrote:



You think it's the name, rather than the American labor, that's a/the primary driver of the prices you dislike?  Personally, I think that American labor in Oregon costs A LOT as compared to off-shore Chinese, Philippino, and to some degree even Japanese labor.  I know it costs A LOT in the facility I'm in.  Other, similar facilities (to mine) south of the border have WAY lower labor costs.



This is true.
Labor/unions, taxes and regulations are a huge part of the cost of goods here. Evidently much of the same is true with euro scopes.
The "man" has his hand in everyone's pockets here and abroad... the "name" has very little if anything to do with it in the greater scheme of things.

Edited by rustic - May/03/2013 at 00:01
Post Options Post Options   Thanks (1) Thanks(1)     Back to Top Direct Link To This Post Posted: May/02/2013 at 21:35
JGRaider View Drop Down
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What cracks me up is that the same people who bitch and moan about the loss of American jobs overseas are usually the same people who bitch and moan about high priced, made in the USA goods.  
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/03/2013 at 21:29
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The same people who bitch and moan about loss of jobs overseas, and rich capitalist pigs, etc, are the ones who dreamed up the idea of forcing all American companies to have Card Check
 
 
 
 
 
 
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: May/10/2013 at 14:29
snuff View Drop Down
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They have always treated me great, maybe "I am just lucky that way"?
In January I dropped by spotting scope and bent the eyepiece so bad it would not turn.
I called them and send them the scope and they sent me a Brand New in the Box Spotting Scope.
 
I was very happy!!
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