Our Service Promise - 5 day repair/replace guarantee

[User00051]

Dear all,

Further to hearing input from many customers and prospective customers at BSS and IWA - we at ATN were reminded that although we are not perfect, and we admit that, we have a unique service promise that you might appreciate, and we want to share that.

Many users of Thermal and NV scopes where faults creep up (and this does happen to us all in the industry, irrespective of brand), find that the repair time can extend to several months.

At ATN, we have a production and repair team in Hereford, yes, UK!! so we want to remind everyone that should you have faults with your equipment, we have a 5 working day repair/replace service promise. We will pick up your unit with DHL free of charge, repair or replace whatever is required, and aim to have it back in your hands within 5 working days. I am personally advocating to my repair team they accept scope mounts being left on so you have an easier time re-zeroing (if at all required), saving both time and ammunition costs.

Thank you for listening, and please keep negative comments away from what we are trying to make a constructive post. We do realise we have a few customers who in the past have been let down, but the past is the past, and we are trying to move on to what is 'now', and the future.

Best to all,

ATN

 

[jthyttin]

and aim to have it back in your hands within 5 working days

So is this guarantee, promise or aim? Since all of those words were used.

I applaud if it's a guarantee.

 

[Ludders]

Fair play to you. I personally don’t own any atn products yet, but that’s a good attitude to have as a supplier as people spend a great deal of money on these types of equipment

 

[User00051]

Fair play to you. I personally don’t own any atn products yet, but that’s a good attitude to have as a supplier as people spend a great deal of money on these types of equipment

thank you

 

[User00051]

So is this guarantee, promise or aim? Since all of those words were used.

I applaud if it's a guarantee.

Guarantee if we have the componentry in stock for a repair, and we do for almost everything. There will be the odd unit that requires a special component we need to source from another office, which might take longer, maybe adding a few days at most. Should there be staff off ill or on leave, or DHL doesn't deliver on their pickup-drop off services, of course, this might impact.

At present, we are running on a 3 day turnaround for example, and this includes basic things such as helping with firmware updates for customers who cannot figure it out themselves.

 

[jall55]

Guarantee if we have the componentry in stock for a repair, and we do for almost everything. There will be the odd unit that requires a special component we need to source from another office, which might take longer, maybe adding a few days at most. Should there be staff off ill or on leave, or DHL doesn't deliver on their pickup-drop off services, of course, this might impact.

At present, we are running on a 3 day turnaround for example, and this includes basic things such as helping with firmware updates for customers who cannot figure it out themselves.

Brilliant

 

[Envillegc1]

I had a problem with my unit.
Not only where they brilliant, but they kept me informed at every stage.
First class service.
Unlike the HIK ___T I experienced!!!

 

[marc.postle]

What's the process for getting the repairs sorted? where do i go, what do i do?
I have a 4k at the moment and looking at getting a 5 but with all the issues I've seen people having, I'm wary about getting one.
I did phone around most of the shops that sell them and they all said if there's any problems i would have to send it to them first who then send it to you and then i'm looking at weeks and weeks before its back so what you say is very encouraging and potentially changed my mind.

Also is it just warranty work you do or will you do general service and repairs? if i get a 5 i would like to send my 4k in to get looked at as the zoom wheel is temperamental

 

[Skietindiekop]

I don’t have any of your products but think your policy is a game changer for consumer confidence. Well done

 

[User00051]

What's the process for getting the repairs sorted? where do i go, what do i do?
I have a 4k at the moment and looking at getting a 5 but with all the issues I've seen people having, I'm wary about getting one.
I did phone around most of the shops that sell them and they all said if there's any problems i would have to send it to them first who then send it to you and then i'm looking at weeks and weeks before its back so what you say is very encouraging and potentially changed my mind.

Also is it just warranty work you do or will you do general service and repairs? if i get a 5 i would like to send my 4k in to get looked at as the zoom wheel is temperamental

Good Morning,

Please get in touch with support@atnuk.com or call 02081451986

The 'issues' with the X Sight 5 have all been rectified with the latest firmware. Unfortunately once bad reviews from the past are online, they will be there forever to taint the reputation of a product.

I advise all our retailers that customers can send their products directly to us, they 'should' know that, but those who used to use our past distributor may still believe that units have to go via the retailer, that's in the past.

We can definitely sort our your zoom wheel on the 4k, just get in touch.

 

[marc.postle]

I understand that, once the reviews are out on the internet they are there to stay.
If it wasn't for the fact i have had my 4k for the last 4yrs maybe and know what's its capable of i wouldn't consider buying an atn going from what all over facebook and youtube etc

 

[Firefly]

I’ll stick my neck out here. Over the years I’ve seen ATN slagged off for customer service. Product wise I love my 4k pro and recently bought another. The image IMHO I was ahead of its time and IMHO is better than the C50 which came out years later. Now that customer service seems to be sorted the prospect of me buying an ATN thermal seems highly likely !

 

[User00051]

I’ll stick my neck out here. Over the years I’ve seen ATN slagged off for customer service. Product wise I love my 4k pro and recently bought another. The image IMHO I was ahead of its time and IMHO is better than the C50 which came out years later. Now that customer service seems to be sorted the prospect of me buying an ATN thermal seems highly likely !

Thank you, very kind.

The new MARS LTV 256 sensor with OLED display is about to hit the shelves across the country, retailing around £1K it will be a very special offering for anyone starting on thermal or for the pest controllers keeping it under 100 yards.

We are also soon putting the MARS 5 XD 1280 sensor on shelves in various places across the country - both the XD 1280 sensor and the 256 will be making a splash, so please do enquire in a few weeks time!

I will be putting a 'launching soon' and 'where to handle' post up in the coming week or two.

 

[Liveonce]

i have had a 4k pro since they were first available, yes it had early freezing issues and even with the current firmware will still on the odd occasion freeze up, but power it down and up all good again. The only reason I would change it is if it broke completely.

 

[BenBhoy]

@ATNUK​

Will ATN X-Sight-4K 5-20x Pro fit onto this mount?​

https://www.uttings.co.uk/p134003-b...er-eye-position-ready-mounts-30mm-bur-410342/

 

[jall55]

@ATNUK​

Will ATN X-Sight-4K 5-20x Pro fit onto this mount?​

https://www.uttings.co.uk/p134003-b...er-eye-position-ready-mounts-30mm-bur-410342/

Are you looking at getting one Ben ?

 

[jall55]

Are you looking at getting one Ben ?

This is the unit ATN have kindly gifted for our shoot supper - if ATN are not sure - im sure they will be - im happy to give measurements once it finds a new home next week

 

[BenBhoy]

Are you looking at getting one Ben ?

Thinking about it mate, especially after this announcement on customer service.

I'm at a bit of a quandary with scopes & my rifles at minute.

 

[ruger77]

So this is my experience with ATN it’s not negative but it is 100 percent fact I used to work for one of the larger night vision suppliers at one point we did supply ATN products ,so a unit would come back with a problem we sent it back for repair ATN switched it on then sent it back as no fault found we sent it back to the customer they reinstalled the unit then found it had the same fault so they then sent it back so this amounts to lots of postage cost too and from the customer to us then from us to ATN in the end we dropped the product ,So forward a year myself and friend paid for some Boar shooting in the Forest of Dean my friend had a ATN scope well you now know my view on them so one hour into our night out his scope shut down (needed a firmware update ) that’s was it for him still had to pay for the night

 

[Liveonce]

So this is my experience with ATN it’s not negative but it is 100 percent fact I used to work for one of the larger night vision suppliers at one point we did supply ATN products ,so a unit would come back with a problem we sent it back for repair ATN switched it on then sent it back as no fault found we sent it back to the customer they reinstalled the unit then found it had the same fault so they then sent it back so this amounts to lots of postage cost too and from the customer to us then from us to ATN in the end we dropped the product ,So forward a year myself and friend paid for some Boar shooting in the Forest of Dean my friend had a ATN scope well you now know my view on them so one hour into our night out his scope shut down (needed a firmware update ) that’s was it for him still had to pay for the night

Did your friend have the latest firmware on it before the trip?

With my 4k pro purchased once they first arrived in the u.k. it was very likely to freeze up, requiring a power down and up to work again. Each new firmware release did improve the frequency of the locking up but it still will very occasionally freeze up. I have just learned to live with it.

They have lots of functionality which I just do not need or use.

Where I purchased mine from also stopped selling them I guess for the similar reasons you state.

However hopefully ATN have learned by the experience as certainly they look to be popular in the USA.