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Thread: Reliability/Customer services for high price electronic kit

  1. #1

    Reliability/Customer services for high price electronic kit

    With the increasing use of thermal and digital optics by many stalkers and prices of such kit being in the thousands of I was wondering what sort of customer service SD members have recieved when things go wrong especially under warranty?

    Of late I have been hearing of some worrying issues relating to poor customer service relating to retailers of both Pulsar and Drone Pro optics.

    There are stories of repairs taking months and the retailer being either unable or unwilling to offer replacement units whilst defective equipement is awaiting repair.

    I have heard of a Pulsar thermal being returned up to 3x for repair and the supplier not making a loan replacement available. Also there appear to be issues in getting refunds on clearly defective devices.

    As I am about to commit to buying a new Pulsar 38 XQ it would be nice to know who to buy it from. With a price of approx 2.6k and with virtually no price competion in UK as advertised prices are within 1-2% it may well come down to customer service.

    Just a pity a well known Austrian optics company doesn't sell such kit and there would be no issues.

    Comments please

    D

  2. #2
    I would suggest you ask to trial the item you are thinking of buying, I have shelled out 3.800 recently on a thermal unit, only to find that my current scopes are not suitable/have the required low mag for the unit to work. I have had this system for 6 weeks, trying to get answers to my questions took time for the retailor to get back to me, then trying to react to the "imfo" required on nights when the weather was suitable. I don't want to hijack your thread, but don't buy anything unless you can trial it via the supplier/importer. deerwarden

  3. #3
    Quote Originally Posted by Cyres View Post
    With the increasing use of thermal and digital optics by many stalkers and prices of such kit being in the thousands of I was wondering what sort of customer service SD members have recieved when things go wrong especially under warranty?

    Of late I have been hearing of some worrying issues relating to poor customer service relating to retailers of both Pulsar and Drone Pro optics.

    There are stories of repairs taking months and the retailer being either unable or unwilling to offer replacement units whilst defective equipement is awaiting repair.

    I have heard of a Pulsar thermal being returned up to 3x for repair and the supplier not making a loan replacement available. Also there appear to be issues in getting refunds on clearly defective devices.

    As I am about to commit to buying a new Pulsar 38 XQ it would be nice to know who to buy it from. With a price of approx 2.6k and with virtually no price competion in UK as advertised prices are within 1-2% it may well come down to customer service.

    Just a pity a well known Austrian optics company doesn't sell such kit and there would be no issues.

    Comments please

    D
    Purchase it on a credit card. If it is not any good or defective then you have some big muscle behind you to get your money back, the consumer credit act doesn't mess around and if anything purchased on credit is not as advertised / defective / etc then if the retailer won't remedy this, then you get your credit card company involved, trust me, when a retailer isn't interested, the moment you tell them you purchased it on a credit card and you are seeking a full refund they soon change their tune, because if they don't, the credit card company takes the money from the retailer.

  4. #4
    Quote Originally Posted by Brimfire View Post
    Purchase it on a credit card. If it is not any good or defective then you have some big muscle behind you to get your money back, the consumer credit act doesn't mess around and if anything purchased on credit is not as advertised / defective / etc then if the retailer won't remedy this, then you get your credit card company involved, trust me, when a retailer isn't interested, the moment you tell them you purchased it on a credit card and you are seeking a full refund they soon change their tune, because if they don't, the credit card company takes the money from the retailer.
    Great advice!

  5. #5
    Certainly there is a constant stream of complaints about customer service Pulsar and Yukon products on most of the forums where NV or thermal is discussed.
    However, these products are the largest sellers in the NV and thermal market and there will be very many of these which are working perfectly well with their owners either not members of relevant forums or who simply don't bother telling everyone that their kit is working as it should - remember: No News is Good News.
    As for the Drone, of which I have personal experience - I don't think you'll find anyone with a genuine complaint about the customer service they have received from the UK distributor Night Vision Gear and specifically Carl Moore

    Cheers

    Bruce

  6. #6
    I can only comment on my experience with a Pulsar XD50, that I had issues with, after about 4 months.

    One day I noticed that the rubberized coating was going "crinkly" in several areas, and had started peeling. I emailed pictures to Thomas Jacks, the importer, and copied the dealer in. I appreciate first port of call is the dealer, but the dealer had previously arranged for me to go to Thomas Jacks, to compare units, so I already had a contact there.

    I had a fast response from Thomas jacks, saying that they had forwarded the pictures to Pulsar for their opinion. Pulsar replied within a day, saying that in their opinion, the crinkling had been caused by contact with an insect repellent, and it would be covered under warranty.

    I returned the unit to Thomas Jacks, and received a new replacement within a week ! Can't ask for more.

    Personally, I would rather pay a little more, and have peace of mind, with the backing of a uk dealer, and not having to rely on the good will of the importer, to service the warranty on a product he didn't sell. Now, I'm sure the importer will address the warranty, but he has little incentive to go out of his way to do it quickly.

    I would also suggest that people actually pick up the phone, and ask the dealer what is the best price he'll do. Some will refuse, but some will play ball.


    Regardless, I'd pull your fingers out, because based on the current exchange rate, prices will have to go up !!!

  7. #7
    I've purchased a couple of NV units and Thomas Jacks are the main UK importer and so cover the warranty and repairs of these. The first unit I purchased via one of there authorised dealers, I was a guinea pig as the unit was totally untried and tested- until I got my hands on it. I had a few issues but nothing I couldn't work around, the owners of the other 2 units had a few more problems so Thomas Jacks changed them with out quibble for an updated version. Since this time I've had the need to return the unit on two separate occasions and both times they've sent me a new unit, which obviously comes with a fresh new warranty, so in the long run providing I keep the unit I will never have to buy a new one as I will always get the latest version as a replacement should anything go wrong in the future. Result.
    And like wise I retuned my NV monocle because of an issue and they sent me a new by return.
    I would just add that if you are thinking of buying a second-hand unit make sure you get the original bill of sale so you can get full UK warranty. No receipt - no repair.
    I was offered a Pulsar Core if I would be a guinea pig again but this time I declined. (a) because I didn't want to tie up a shed load of money and (b) because front mounted thermal devices are so new I'm sure they will soon be updated.
    The only down side I've found with the returns is the 22 in postage every time I return a unit. As for the backup , its been spot on.

  8. #8
    Has anyone had a drone pro replaced under warranty? Be interested to hear your story by pm.

  9. #9
    I haven't had a Drone Pro replaced under warranty, but I have had 2 repaired and returned fully working again.
    In one of those cases, Carl Moore had it on test for 10 days before he found the intermittent fault.
    I don't think you'll find anyone who has a Drone and has had a problem with it, that wasn't fully satisfied with the service they've received from Night Vision Gear.

    Cheers

    Bruce

  10. #10
    I had a drone replaced , 1st one gave " blue screen of death"
    Spoke to Carl Moore , sent it back duly replaced & couple of times I've phoned regarding couple small things & the time taken & back up service from Carl & the guys is 2nd to none , I wouldn't hesitate using g then again or recommending them

    Paul

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