Posted: 12/4/2023 2:03:45 PM EDT
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I was sighting in my rifle in low-light conditions when I realized the inside of the glass on the diopter had some sort of defect. It is not a straight crack, but it does look like the glass is broken on the inside. So, I called Primary Arms after reading that all optics after January 21st, 2021, have a lifetime warranty, and I purchased my scope after that. However, when I called them, they told me that since my scope was discontinued, they might not be able to fix it, and I would just have to buy another at a discounted price. I asked what the discount would be, and they said it depends on the situation, which doesn't make much sense. They could not provide me with a price. Typically, when a product is replaced with a newer one and has a lifetime warranty, one would expect to receive the new product, or else the lifetime warranty seems rather useless. A few days later, I received an email with the RMA, which stated that I need to pay for shipping since I bought it more than 90 days ago. In this case, if I send it back, they may not even be able to fix it. Honestly, I am pretty disappointed with the warranty policy and service. I do not think I would buy another optic from them; it seems like their "lifetime" warranty is more of a virtue signal than a real warranty. They make it seem like you should just buy a new scope and forget about the warranty. To name a few, Vortex and PSA are much better when it comes to warranties, they even provide a shipping label no matter when the product was bought... |
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Originally Posted By AR_Dale: I traded for a bolt gun that had a Burris scope, discovered the back lens was loose. I sent it in, got back a note saying they couldn't fix it and discontinued so they sent me the current model. Did they make you pay for the current model? The sketchy thing was they told me I could get a discount on the new model but would not tell me the discount. Really what type of lifetime warranty makes you pay for the replacement scope. |
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OP, You’ve come to conclusions before the situation has played out. You don’t know where this will end, so I suggest not drawing conclusions at this point. Let them decide what they will do before you pass judgment. |
Fundamentally the marksman aims at himself.
— D.T. Suzuki
— D.T. Suzuki
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Originally Posted By MemeWarfare: OP, You’ve come to conclusions before the situation has played out. You don’t know where this will end, so I suggest not drawing conclusions at this point. Let them decide what they will do before you pass judgment. Everything I said was based on what they have told me... The only conclusion I have drawn is that I am disappointed with their warranty policy and service. |
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Originally Posted By K171f: Everything I said was based on what they have told me... The only conclusion I have drawn is that I am disappointed with their warranty policy and service. His point is that you don’t know what their policy and service is at this early stage and you won’t know until it all plays out. Send the scope in and see what they say. Or just sue them. Or don’t send it in because they’re acting “sketchy” and see if it magically fixes itself. You’re communicating with someone who a) doesn’t know if it can even be repaired, b) doesn’t know if it was damaged due to your abuse and c) can’t make a call on what % of the damaged scope’s value will be given to you as a credit based on a and b. That’s just how customer service is these days. Too many Karens and too many grifters so merchants tend to be a little more guarded these days before they promise anything. |
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Originally Posted By K171f: Did they make you pay for the current model? The sketchy thing was they told me I could get a discount on the new model but would not tell me the discount. Really what type of lifetime warranty makes you pay for the replacement scope. Originally Posted By K171f: Originally Posted By AR_Dale: I traded for a bolt gun that had a Burris scope, discovered the back lens was loose. I sent it in, got back a note saying they couldn't fix it and discontinued so they sent me the current model. Did they make you pay for the current model? The sketchy thing was they told me I could get a discount on the new model but would not tell me the discount. Really what type of lifetime warranty makes you pay for the replacement scope. No, I only paid shipping to them. I had already mounted a different optic so I sold the new one I got back. |
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Originally Posted By K171f: My optic itself is pretty nice besides the defect of course. Too bad it seems like they do not really have a real warranty. How can you say “seems like” when they haven’t even inspected it? Will you be as vigorous in singing their praises if they take care of you as you have been in bitching about them BEFORE they’ve even had a chance to look at the optic? The scope was in your hands for more than 90 days, well outside a normal “inspect for defects” window. That leaves open the possibility that it wasn’t a defect in manufacturing and instead is damage that happened after you got it. If they paid shipping on scopes that are damaged as a result of owner mishandling and then also have to return ship, then they’d be losing that shipping money both ways on good scopes that were manufactured well. It’s reasonable for them want to look at it given how long you had it before “discovering” there was a problem with it. You bitching about them having a crappy warranty before they have an opportunity to inspect it smacks a bit of entitlement. |
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Originally Posted By JamesTheScot: His point is that you don’t know what their policy and service is at this early stage and you won’t know until it all plays out. Send the scope in and see what they say. Or just sue them. Or don’t send it in because they’re acting “sketchy” and see if it magically fixes itself. You’re communicating with someone who a) doesn’t know if it can even be repaired, b) doesn’t know if it was damaged due to your abuse and c) can’t make a call on what % of the damaged scope’s value will be given to you as a credit based on a and b. That’s just how customer service is these days. Too many Karens and too many grifters so merchants tend to be a little more guarded these days before they promise anything. I thought was transparent in stating that I am conveying the information they provided to me. If they provided different information to someone else, that is not my concern. I do not believe charging a customer for a new scope is appropriate when they claim to have a lifetime warranty. I was never informed that they would replace it; only that they would attempt to fix it since it was discontinued. If unsuccessful, they would offer me an unknown discount on a new scope. I provided the customer representative with the same pictures I posted here, ensuring he understood the situation immediately. I also explained that this scope and rifle are stored in a padded rifle case. Although the representative I spoke to was nice, and I liked him, he was simply relaying what I understand to be their policy. Regarding your suggestion to be more guarded, as I mentioned, PSA and Vortex have excellent warranties and do not adopt the same approach. If I am advised to send the item for potential repair, but the outcome is only a discount on a new model, I do not consider that a genuine warranty. |
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Originally Posted By JamesTheScot: How can you say “seems like” when they haven’t even inspected it? Will you be as vigorous in singing their praises if they take care of you as you have been in bitching about them BEFORE they’ve even had a chance to look at the optic? The scope was in your hands for more than 90 days, well outside a normal “inspect for defects” window. That leaves open the possibility that it wasn’t a defect in manufacturing and instead is damage that happened after you got it. If they paid shipping on scopes that are damaged as a result of owner mishandling and then also have to return ship, then they’d be losing that shipping money both ways on good scopes that were manufactured well. It’s reasonable for them want to look at it given how long you had it before “discovering” there was a problem with it. You bitching about them having a crappy warranty before they have an opportunity to inspect it smacks a bit of entitlement. How come other companies offer full warranties, even when a new version of the product came out and pay for return shipping after 90 days? You are acting like this is some un heard of thing... I do not mind paying for shipping to be clear, I just do not want to bother if it is just a rubber stamp so they can offer me some sort of discount on a new optic which the amount is unknown. Your implication of me breaking the scope is pretty funny, I probably shot that rifle with the scope on it less than 10 times. If I did anything to break it these things must be pretty delicate  Yes, if I am happy with the process I will come back here and post about it 100%. |
| See Marshall's post below |
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Sorry I didn't see this early yesterday! K171f sorry for this hassle!!!There definitely was some confusion. I will make sure all the CS reps understand fully. Any scope that was sold after the lifetime warranty stared will be repaired or replaced at no charge!!! If it is a very old scope we will do our best to repair. In many cases we have a few held and will just swap out for a new one. If no repair parts or a new one is not available we will heavily discount a new one that will now be fully covered under the lifetime warranty. Also within 90 days of purchase from our .com on any PA Optics you can return no questions asked and pre paid return shipping. This is so you can buy any new PA optic without worry that you will not like it!!! |
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Originally Posted By MARSH1: Sorry I didn't see this early yesterday! K171f sorry for this hassle!!!There definitely was some confusion. I will make sure all the CS reps understand fully. Any scope that was sold after the lifetime warranty stared will be repaired or replaced at no charge!!! If it is a very old scope we will do our best to repair. In many cases we have a few held and will just swap out for a new one. If no repair parts or a new one is not available we will heavily discount a new one that will now be fully covered under the lifetime warranty. Also within 90 days of purchase from our .com on any PA Optics you can return no questions asked and pre paid return shipping. This is so you can buy any new PA optic without worry that you will not like it!!! This was my experience last year. Scope reticle came loose from undoubtedly going from extreme cold to warmth quickly. CS advised to send it back to see what can be done even though I didn't have the box or remember when I bought it, if I was even original buyer. A week later PA sent me a brand new scope. I was floored. I've never had a negative experience with them. And it is unrealistic to think that there won't be any confusion with the guys on the phone especially at this busy time of the year. |
"I said,'I don't know how to vomit softly.' That's like telling someone to shit perfume."
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Originally Posted By MARSH1: Sorry I didn't see this early yesterday! K171f sorry for this hassle!!!There definitely was some confusion. I will make sure all the CS reps understand fully. Any scope that was sold after the lifetime warranty stared will be repaired or replaced at no charge!!! If it is a very old scope we will do our best to repair. In many cases we have a few held and will just swap out for a new one. If no repair parts or a new one is not available we will heavily discount a new one that will now be fully covered under the lifetime warranty. Also within 90 days of purchase from our .com on any PA Optics you can return no questions asked and pre paid return shipping. This is so you can buy any new PA optic without worry that you will not like it!!! Thank you for getting back to me. I appreciate the clarification - I will be mailing this in today. |
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Originally Posted By JamesTheScot: His point is that you don’t know what their policy and service is at this early stage and you won’t know until it all plays out. Send the scope in and see what they say. Or just sue them. Or don’t send it in because they’re acting “sketchy” and see if it magically fixes itself. You’re communicating with someone who a) doesn’t know if it can even be repaired, b) doesn’t know if it was damaged due to your abuse and c) can’t make a call on what % of the damaged scope’s value will be given to you as a credit based on a and b. That’s just how customer service is these days. Too many Karens and too many grifters so merchants tend to be a little more guarded these days before they promise anything. This. OP is not even giving them a chance. |
"Some people have issues. Sounds like he signed up for an entire subscription." ~Brohawk
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Arfcom St Jude Mafia 2 years
Arfcom callsign: trenchfoot
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Originally Posted By K171f: Incase anyone was wondering, PA did contact me and was quick to resolve my issue. They sent me a new scope and the initial confusion from the first rep was resolved. You should edit your title so people who just read the title dont get the wrong impression. |
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Originally Posted By d16man: This. OP is not even giving them a chance. But because he posted here, he got a better outcome than originally offered. If i contact customer service for a scope that was sold with a lifetime warranty and warned that if they can't fix it, best they can do is give me a discount on a new scope, I'm going to take them at their word. If op hadn't gotten PA's attention on here, it sounds possible if not likely be wouldn't have had the same result (based on their initial reaction). Sounds like a PA cs training issue. Not op's. I'm glad they made it right, but everyone dogpiling op is wrong in this case. A company's customer service shouldn't require public complaints and contacting higher-ups directly in order to get the desired outcome that they originally advertised. |
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Originally Posted By JamesTheScot: His point is that you don't know what their policy and service is at this early stage and you won't know until it all plays out. Send the scope in and see what they say. The point is, you shouldn't HAVE to pass the bill to see what it says. Their policy and service would be known at the earliest stage. For that not to be the case isn't on OP |
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Originally Posted By FightingHellfish: You should edit your title so people who just read the title dont get the wrong impression. Originally Posted By FightingHellfish: Originally Posted By K171f: Incase anyone was wondering, PA did contact me and was quick to resolve my issue. They sent me a new scope and the initial confusion from the first rep was resolved. You should edit your title so people who just read the title dont get the wrong impression. He hasn’t had enough time to change it yet. He does everything slowly & methodically while carefully weighing all the options. Can’t you tell? I look forward to the entitled excuse. |
OK, see you later, Redcoat…
| A few years ago, I had a PA 4-14. Looked through it one day, and the reticle was canted 30 degrees. Not the scope on the mount, but the reticle itself. Filled out a ticket and sent it in(i can't recall who paid for shipping). Didn't hear anything for a few weeks and suddenly a brand new one showed up at my door. It's been fine since. Things can change, but my experience was good. |