So I have two 3x24 compact ACOGs in my possession with the amber crosshair.  Back in March, I noticed that the reticle on one had become misshapen and the other had become very dim.  I decide that since they'll be worked on, I want 1 of the scopes to be switched to a red reticle.  They say they'll do this for free if the prism has to be worked on.

So, I send them off to Trijicon for what should be a 4 week experience.  Right.  It's been an experience, all right.

About 8 weeks later, I get word that both ACOGs are finished.  I anxiously await the package.  A few days later, it arrives...and to my horror, I find that BOTH scopes have been converted to red.  This is absolutely unacceptable, especially since one of these scopes was trusted in my possession by a friend who does NOT want a red reticle.  I call up Trijicon and ask them what happened.  Apparantly there was just mass confusion somewhere along the way.  They tell me they'll send a call tag and have it picked up...free shipping.  Damn straight.  It better be free.

Fast forward to 2 weeks ago from today.  I call up Trijicon and ask for the status of the ACOG that they STILL haven't finished.  I'm told that it will be done the following Friday and will be shipped via overnight. express.  I anxiously await.

Today rolls by, and I still have no ACOG in my hands.  So I call up Trijicon again and ask them what the hell is going on.  I'm told AGAIN that it will be shipped out two Friday's from now via overnight express.  I inform the woman that she told me the same thing two weeks ago.  Her excuse?  There's only 1 person who can work on compact ACOGs...and he's on vacation.

WTF?  A company that can't keep up with demand only has a single individual that can build compact ACOG prisms?  No wonder they're in such short supply!  

I gave her a piece of my mind.  This is absolutely unacceptable. 6 months for a warranty repair?  It would have been easier to buy a whole new ACOG.  And now I MUST have the ACOG back in my possession by early September because it's needed for a training course.

I'm really freaking pissed off right now.  

I hope Trijicon reads this board.

Quoted: Isn't there a war on somewhere? Do you think the massive expansion, official military purchases, small unit purchases, and individual soldier purchases, has anything to do with your guys recent experiences with warranty work? I thought Trijicon had a fairly good warranty repair reputation not so long ago.

I KNEW somebody would bring this up.  

Is Trijicon a company that sells to the public?  Yeah?  Then they should stand by their warranty, war or not.

They should NOT say that repairs will take 4 weeks if they'll really take 5 or 6 months.  They should also pay attention to their work.  Had they done so, there would be NO issue and I would have had the scope back sometime in late May, early June.

Sorry to hear you guys are having problems, I have sent in several scopes over the years and they have always treated me right.

Quoted: Quoted: I gave her a piece of my mind.   \ I can certainly feel your pain. Did you talk with Carrie?

Joleen (sp?).

Giving the poor clerk who answers the telephone a "piece of your mind" is a sure way to get your work order accidently dropped behind a filing cabinet or at best slid in under the rest of the pile...

-- Chuck

I recently purchased my first ACOG, a new TA-01.  For the cost of these scopes I was kind of hoping I'd never need their customer service department.  Sorry to hear you guys had/have problems with them.  

Quoted: Giving the poor clerk who answers the telephone a "piece of your mind" is a sure way to get your work order accidently dropped behind a filing cabinet or at best slid in under the rest of the pile... -- Chuck

It's also the best way to let them know that I'm UNHAPPY with the service they've given me.

Are you implying that you would kindly thank the young lady for keeping your scope for 6 months and that you'd be glad to wait who knows how much longer?  You wouldn't get a bit upset and tell her that the service is unsatisfactory?

Wow.  You're a bigger man than I.  I bow down to your greatness.  

Quoted: should'a bought an aimpoint

I did.  Bought it for a song at Gunstock last year.  It's been perfect.  

Quoted: Ok, you wanted your scope switched (which I doubt they have to do under warranty), they said they would do it for free. You decided to put your scope and a buddies scope in the same package for return at the same time? Am I getting this right? While they may have dropped the ball, imho, you have some culpability. Mistakes happen, you wanted red, you got red & red. I would say next time you have one broken one, send it in with parameters of work. KISS. I have never heard of a "group warranty repair deal" .

Sorry that I didn't hash everything out to the letter for you.

They had he serials, they knew exactly what to do with each number.  Notes were included.  Customer service was spoken to.  I was told to ship them like I did.  I followed every direction that they gave me.

Before I got both back at the same time, I spoke to customer service.  I was told that my scope was done and would be shipped back by itself.  But they were out of amber prisms, so the other would take slightly longer and would ship out separately.  A week later I find two scopes in the package.

I bought a used Reflex II here in the EE and the housing seemed loose.  

I called Trij and they told me where to ship, saying it'll take a few weeks.  9 days later, my site showed up with a letter saying they had also replaced the Fiber Optic collector, "because it seemed dim".  

Reflex was better than new and at no cost to me minus one way shipping.

Sorry about your problems but I'd rate them A+ on my experience.

melbo

Quoted: As stated earlier in this thread, it's obvious that our military troops need priority but Trijicon needs to gear up to handle their customers' demand.

I've heard that Trijicon is actually about to revamp the whole customer service department. Dont know if it is commercial, millitary and law enforcement, any two of the three or all of the above? But considering how most folks that I can recall have had pretty great service (always with some exceptions), it was nice to hear that some of the best CS should be getting better.

FYI, Trijicon has come through.

It took having a board member here talk to a higher up "contact", but I got my ACOG back.

And here's the good part.  After looking at the ACOG I received, I realized that the serial number is several thousand digits higher...meaning THEY SENT ME A NEW ONE.

I would have been perfectly happy with the one I sent in, but it sure was nice of them to just replace the scope since it seems repairs on the onld one couldn't be finished in time.

on the new scope...

It stinks there was a wiat at all, but hopefully this is s sign of (generally) excellent customer service getting better!?