New Posts New Posts RSS Feed - Problem with Bushnell cutomer service
  FAQ FAQ  Forum Search   Events   Register Register  Login Login

Check GunBroker.com for SWFA's No Reserve and No Minimum bid firearm auctions.

Problem with Bushnell cutomer service

 Post Reply Post Reply   Topic Search Topic Search  Topic Options Topic Options Page  1 2>
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:22
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
I posted a thread this past weekend about my elite 3200 and POI change with magnification change........
So I called the cust. service number and got a lousy attitude. I was told that it was probably not covered but to send it in with $10 and they would have a look. I then informed this woman that I should be covered under the one year replacement since the scope is a week old. I also informed her that in the booklet that came with the scope, it states Bushnell will pay return shipping anywhere in the CONUS. She said she had never heard of this. Then after a little back and forth she told me to send the $10 if i felt like it and not to send it if i didn't......???????? What kind of policy is that?
So then I sent an email to the supervisor Shawn Larimer. No response.... So I sent it again today and carbon copied Steve Smith. Still no response. What should I do????

Anyone else have similar exp. w/ bushnell?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:25
mike650 View Drop Down
Optics God
Optics God
Avatar

Joined: May/14/2006
Location: West of Rockies
Status: Offline
Points: 12713
It's only a week old? Where did you purchase it from? Did you pay by credit card?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:31
BeltFed View Drop Down
Optics God
Optics God
Avatar

Joined: February/12/2008
Location: Ky
Status: Offline
Points: 16102
Hmmm. I'm looking for a spotting scope and a Bushnell Legend has been on the top of my list, with an Alpen, and Nikon also in consideration. This may make the decission a little harder.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:35
mike650 View Drop Down
Optics God
Optics God
Avatar

Joined: May/14/2006
Location: West of Rockies
Status: Offline
Points: 12713
I had an old Bushnell where the reticle fell apart. It wasn't under warranty and I sent it in for repair. They sent me a new one no questions asked. If memory servers me all I had to do was pay the return shipping. Received it back within a month of sending it.  
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:41
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
I bought it from Glauber's Sports. I paid with a credit card. I would steer clear of Bushnell as I have just read some other horror stories about there customer service. One was on some sniper forum and anothr was on a golf forum. Problem with the laser range finder. I wish I would have known this before I dropped $219 on a piece of junk scope. I also contacted Glauber Sports and they told me to use Bushnell's warranty. What is goin on with the piss poor customer service lately?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:43
Rancid Coolaid View Drop Down
Optics Jedi Master
Optics Jedi Master
Avatar

Joined: January/19/2005
Location: United States
Status: Offline
Points: 7710
Sent a tactical 6-24 back for a refund, they said 6-8 weeks, I had it in 3-4 (if memory serves me correctly.)


Be glad you called and got an actual person - rude and oblivious as she might be.

I have reached the point in life where I will spend more for great service, I hate getting bad service.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:44
Rancid Coolaid View Drop Down
Optics Jedi Master
Optics Jedi Master
Avatar

Joined: January/19/2005
Location: United States
Status: Offline
Points: 7710
Originally posted by papa_bear papa_bear wrote:

I bought it from Glauber's Sports. I paid with a credit card. I would steer clear of Bushnell as I have just read some other horror stories about there customer service. One was on some sniper forum and anothr was on a golf forum. Problem with the laser range finder. I wish I would have known this before I dropped $219 on a piece of junk scope. I also contacted Glauber Sports and they told me to use Bushnell's warranty. What is goin on with the piss poor customer service lately?



It's cheaper than good customer service.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 14:45
ccoker View Drop Down
Optics Master
Optics Master
Avatar

Joined: February/13/2008
Location: Austin, TX
Status: Offline
Points: 2032
call back and you will probably get someone new this time

if they give you the run around ask to speak to the customer service manager



Edited by ccoker - July/07/2009 at 14:46
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 15:04
SD Dog View Drop Down
Optics Master Extraordinaire
Optics Master Extraordinaire
Avatar
OT Scratching Post

Joined: February/28/2008
Status: Offline
Points: 4176
Originally posted by ccoker ccoker wrote:

call back and you will probably get someone new this time

if they give you the run around ask to speak to the customer service manager



+1.  If you get the run around, just ask to speak to their supervisor.  If you get heck there, keep going up the ladder.  Eventually you will come to someone who has the authority or the gumption to fix the problem.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 15:25
sholling View Drop Down
Optics Professional
Optics Professional
Avatar

Joined: May/24/2008
Location: Hemet CA
Status: Offline
Points: 892
Bushnell does need to work on their customer service. It's not their warranty policies that suck so much as using completely untrained personnel. I have yet to talk to anybody at Bushnell the knew the ocular from the objective. And no I'm not kidding. They know absolutely nothing about their products and almost nothing about scopes. Having some experience in call centers I'd hazard a guess that they are using temps that are trained just enough to setup an RMA, and seeing a 30% turnover every month. Some companies take that approach, that it's just cheaper to swap scopes out than it is to help a customer through a problem.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/07/2009 at 20:14
brodeur272 View Drop Down
Optics Journeyman
Optics Journeyman
Avatar

Joined: September/23/2007
Location: United States
Status: Offline
Points: 609
Have to agree with the opinions on the Bushnell customer service.  Not a big fan of the lack of it.  I'll pay more for a scope from a company that will take care of the issues and knows their product.  I have had very good customer service from Sightron, Swarovski and (believe it or not) Kahles.  That could be why my collection has mostly those brands.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 11:58
ti-force View Drop Down
Optics Apprentice
Optics Apprentice
Avatar

Joined: August/28/2008
Location: Georgia
Status: Offline
Points: 195
 I'd like to comment on Bushnell's customer service. I own a 2.5-10x40 Elite 4200 and apparently my lens caps grew legs and walked off, so I was in need of another set. I called Bushnell today and asked them if I could buy a replacement set (didn't try to warranty as this was my fault). To my surprise, the gentleman offered to send them to me free of charge.
 
 Now, I know the lens caps are only $4 + S/H, but I'm greatly appreciative of this, they could've charged me $8-10 but they didn't. I've never had to get any warranty work done so I can't comment on that, and I know warranty work is a lot more important than a set of lens caps, but this means a lot to me. So far, Bushnell is Super in my book.Excellent
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 13:44
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
Im gonna have to call BS Flag on you sir. I called the 800 # and got dirt treatment, even though I was extremely polite the whole time. I then sent 3 email's. One of which was to the head of customer service, with no reply.  I was even told to send money for return shipping, but if you look at the manual's warranty page 7, #3 Say's

( 3. You are responsible for transport of the defective product, but  we will pay  for shipping the repaired or replacement back to you anywhere in the continental United States.)

Now when I spoke to the customer service rep, I was told "I had never heard of this and I'm the one in charge of the warrany's." after telling her I wanted to speak to a supervisor She said to "send $10 if I felt like it or don't send if I didn't feel comfortable." and hung up.

I highly doubt they are shipping you anything for free. Infact, I know of a big company (I won't name)that I recently had a problem with and after posting some emails I had with the company's employee's, I was soon after contacted by the "Special Channels Team Leader" with complete willingness to solve the problem. In other words the guy that goes on forums and website, raving about this "great product" they just came across and what a "superb company" such and such is. I have a feeling this might be the case with you. I have read probably 20 other horror stories about bushnell and the only 1 story, aside from your propaganda, about decent cust. service. And that guy happened to live close enough to the Bushnell service center to go in person. I'm actually looking into a way to ralttle some cages. I can understand a crappy customer service rep. but for the supervisor and head of the cust service department to completely ignore my email's is another story. I work hard for my money, and I feel Bushnell should be greatful for my business even if I'm not their biggest cutsomer.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 13:57
supertool73 View Drop Down
Optics Jedi Master
Optics Jedi Master
Avatar
Superstool

Joined: January/03/2008
Location: Utah
Status: Offline
Points: 9533
I have sent two Bushnell scopes back for repair and was treated well both times and had them back in 3 to 4 weeks I believe problems repaired. 

And that is not bullsh*t, so no need to pull the flag on me. 
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 14:00
ti-force View Drop Down
Optics Apprentice
Optics Apprentice
Avatar

Joined: August/28/2008
Location: Georgia
Status: Offline
Points: 195
 Well, I'm sorry you had such a bad experience with them. Like I said, these lens covers don't cost very much for the consumer and probably only cost them .50 cents to actually make. Maybe that's the reason they're sending them to me free of charge.
 
 I do know that they have absolutely no way of charging me for them because he never asked for a credit card #, just my name, address and scope model. He told me to expect them within 10 business days. If they never arrive, I'll call BS on Bushnell's part. But until then, I'll be patiently waiting and I'll gladly post pictures of the lens caps, as well as the box they are shipped in with the senders address as soon as they arrive if you'd like to see them.
 
 Also, I'm a nobody to Bushnell, they don't know me from Joe Dirt. I live in a small town in south Georgia (USA) with a population of about 20,000 people and I have no affiliation whatsoever with Bushnell.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 14:08
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
Sorry didn't mean to come across the way I did. I'm am just going through this as of this week and I am extremely p'd off with Bushnell. Didn't mean to take it out on you. But I just paid $209 for the scope before shipping. Then $10 to fed-ex the scope to them with a $10 check to ship it back to me. Plus the couple of boxes of ammo to sight the defective scope in and the $12 range fee. And I'm out all this money with no scope on my rifle. Can you feel my pain?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 14:19
ti-force View Drop Down
Optics Apprentice
Optics Apprentice
Avatar

Joined: August/28/2008
Location: Georgia
Status: Offline
Points: 195
 I understand completely and I'm very sorry your having to go through this. If I recall correctly, this is your first Bushnell scope isn't it? If so, that makes me feel for you even more, because you got a dud right off the bat. I certainly hope they make it right for you. Maybe you should send someone important at Bushnell the link to this page. That would probably get someones wheels turning. It would definitely get my wheels turning if I worked at Bushnell.
 
BTW, no offense taken by your previous post.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/10/2009 at 14:25
ti-force View Drop Down
Optics Apprentice
Optics Apprentice
Avatar

Joined: August/28/2008
Location: Georgia
Status: Offline
Points: 195
 I think I'm mistaken on that being your first Bushnell scope, I just looked and didn't see where I read that. Must have you confused with someone else.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 08:41
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
I finally got a response from Bushnell, a week later....

Thank You for your purchase of our Elite riflescopes.  I am sorry to hear your 3200 is causing you trouble, and I am especially apologetic for the manner in which you were treated on the phone.   You are correct, there is no need to send in a shipping and handling fee when returning an Elite riflescope.  You may ship this back with a copy of your original receipt if you wish to take advantage of our no questions asked warranty.  This refund process will take about six weeks.  It may be quicker to return the scope to your retailer.  Below is our address if you do decide to send it back.  Remember just put a copy of your original receipt and write a note stating you need a refund.

 

Thank You, Jacob

 

Jacob Loper

Bushnell Outdoor Products

Technical Support Supervisor


Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 09:10
300S&W View Drop Down
Optics God
Optics God
Avatar

Joined: January/27/2008
Location: Burlington,WV
Status: Offline
Points: 10592
   GOOD to hear.  So what's your impression?  I'm guessing you put "6 weeks" in bold letters?
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 09:40
3_tens View Drop Down
Optics Jedi Knight
Optics Jedi Knight
Avatar

Joined: January/08/2007
Location: Oklahoma
Status: Offline
Points: 7182
That reads more like they are only offering to give a refund.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 09:50
papa_bear View Drop Down
Optics GrassHopper
Optics GrassHopper
Avatar

Joined: July/05/2009
Location: Tampa
Status: Offline
Points: 10
I did put the 6 weeks in bold. And they are not offering a refund of money but a refund of scope. 6 weeks just seems excessive. I can ship a package to China overnight. I could probably walk to Bushnell in less than 6 weeks. I am debating on sending an email response but I don't want to be a d-head about the situation. Tell me what you guys think.......

@font-face { font-family: Calibri; } @font-face { font-family: Tahoma; } @page Section1 {size: 8.5in 11.0in; margin: 1.0in 1.0in 1.0in 1.0in; } P.MsoNormal { MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"; FONT-SIZE: 12pt } LI.MsoNormal { MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"; FONT-SIZE: 12pt } DIV.MsoNormal { MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"; FONT-SIZE: 12pt } A:link { COLOR: blue; TEXT-DECORATION: underline; mso-style-priority: 99 } SPAN.MsoHyperlink { COLOR: blue; TEXT-DECORATION: underline; mso-style-priority: 99 } A:visited { COLOR: purple; TEXT-DECORATION: underline; mso-style-priority: 99 } SPAN.MsoHyperlinkFollowed { COLOR: purple; TEXT-DECORATION: underline; mso-style-priority: 99 } ADDRESS { MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"; FONT-SIZE: 12pt; mso-style-priority: 99; mso-style-link: "HTML Address Char" } SPAN.HTMLAddressChar { FONT-STYLE: italic; FONT-FAMILY: "Calibri","sans-serif"; mso-style-priority: 99; mso-style-link: "HTML Address"; mso-style-name: "HTML Address Char" } SPAN.EmailStyle20 { FONT-FAMILY: "Calibri","sans-serif"; COLOR: #1f497d; mso-style-type: personal-reply } .MsoChpDefault { FONT-SIZE: 10pt; mso-style-type: export-only } DIV.Section1 { page: Section1 }
Jacob,
   Thank you for your response. I must say, six weeks seems excessive to ship out a product. I am sure you can understand my frustration as I purchased this scope almost 3 weeks ago. I paid $209 before tax and used 3 boxes of ammo sighting in and figuring out there was a problem. Ammo costing $25 a box before shipping plus a $12 range fee and $10 to ship product in to your company. Now, I will be without a scope for 6 more weeks. I can not help but to feel I have received the crap end of the stick. I would think that a company with your reputation, would be more proficient in handling a problem relating to a defective product and insufficient customer service. I understand this is not of your doing, but I have come up short reaching some one to rectify this situation outside of your run of the mill repair process. Infact, I was unable to reach anyone of substance with a complaint, short of sending emails to partners, advertisers, and upper echelons of your company, with my expierence in dealing with a defective product, below par customer service, and a general lack of appreciation for my business, until you emailed me a week later. I am not trying to get over on anyone, nor am I looking for something for free. I just would expect some sort of expidited service in getting this wrapped up and maybe some legitimate empathy regarding money spent with nothing to show.
 
   I have already shipped the scope back to your repair department with a copy of my receipt, a copy of the warranty, and a note explaining the problem. Again, I do not mean any hard feelings with you personally, I have just run out of other options to handle this matter.
 
Regards,


Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 12:08
300S&W View Drop Down
Optics God
Optics God
Avatar

Joined: January/27/2008
Location: Burlington,WV
Status: Offline
Points: 10592
  Thunbs Up  The ball's back in their court.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 12:34
sholling View Drop Down
Optics Professional
Optics Professional
Avatar

Joined: May/24/2008
Location: Hemet CA
Status: Offline
Points: 892
I just had a shocking experience with Bushnell customer service. One that could ruin their well earned reputation. I just got off the phone with a very knowledgeable and helpful customer service representative that answered all of my questions about the Elite No Questions Asked Warranty without once having to ask for help. That is stunning! One sharp lady. The only thing she couldn't answer was how they bill the price difference but she had all of the other details. I honestly came away with a case of the warm and fuzzies.

I told her that I want to trade in my Elite 4200 1.25-4x24 toward a 6500 2.5-16x42 Tactical. She said to send it to an address with the original receipt and they will refund the wholesale price or apply the wholesale price toward the wholesale price of the scope of the scope of my choice. The choice is mine. She didn't have any numbers but I'm guestimating it should be about a $300 up-charge. I'll kick it around for a few days before I decide what to do.

The bottom line is that it was refreshing to get to somebody that really had their act together.
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: July/13/2009 at 22:44
Sparky View Drop Down
Optics Master Extraordinaire
Optics Master Extraordinaire


Joined: July/15/2007
Status: Offline
Points: 3195
My dealings with Bushnell CS have been positive.

I find that if I am decent my CS experience is generally good and if I am difficult well it may be good, but more than likely will not be good.
 Post Reply Post Reply Page  1 2>
  Share Topic   

Forum Jump Forum Permissions View Drop Down

Similar Threads: "Problem with Bushnell cutomer service"
Subject Author Forum Replies Last Post
Bushnell Customer service Old Soldier Tactical Scopes 0
Bushnell 4200 Elite 8-32x40 major accuracy problem Doodaddy Rifle Scopes 1
Bushnell customer service ngross10 Rifle Scopes 12
Good Bushnell service. Ranb Tactical Scopes 3
Beware!!! Bushnell Customer Service allcheck Rifle Scopes 40
bushnell custormer service? scarface_usmc Rifle Scopes 6
Bushnell Worst Costomer Service claytonkolb Binoculars 4
A+ Bushnell Customer Service ti-force Rifle Scopes 18
Bushnell Elite Warranty / Service cccombo Rifle Scopes 1
Major Bushnell Problems 30-06man Rifle Scopes 11


This page was generated in 0.391 seconds.