Dear PA / readers,
I just wanted to make a little post here and say how much I love you guys and how much I appreciate the integrity your company holds it self to, and how you stand behind your products.
I purchased a 1-6 gen 2 ACSS reticle scope off the EE here on ar15.com the user had shot the scope in its mount (a Larue SPR 1.5) and it performed great for him. I received the scope and a week later finally got a chance to take it out and get it zeroed.
Long story short, and after a lot of checking re checking triple checking everything, I came to the conclusion that the reticle in the scope had broken. It was drifting left and right at 25 yards up to 10 inches. Smacking the scope with my palm on one side or the other would cause it to change its position horizontally drastically. Regular (.223) recoil did not move the reticle hugely and was the main reason it took me so long to deduce that the reticle was floating. Once I considered that the reticle may be floating I took a step back and re evaluated things. Low and behold on 1x it was clear to the naked eye that the reticle would be left of center (when looking at the rail) then after a tap of the palm it would jump to right of center / center etc. This is when I was confident in my conclusion.
I was quite bummed to say the least, I finally get put my rifle back together and got it out to shoot and my scope was busted.
Well I knew a bit about PA, and had been a customer of theirs for quite a long time, I've owned many Primary Arms red dots as well as scopes (namely the 4-16) and never had any issues, always loved them and considered them the best quality budget optics on the market by a mile. Everyone knows Primary Arms has an outsanding reputation for taking care of its customers, so I figured I'd give them a call and see if maybe there was something they might be able to do for me.
It was a long shot, I had bought the scope used off the EE, I didn't have any paper work or information in regards to when it was purchased etc.
So I made the call, the support rep answered the phone (ill get his first name when he emails me) I explained my situation to him, he asked if I had a purchase order number, I then with clenched cheeks said "I bought it used". He responded with "Ah I see, let me talk to my manager real quick". A few short moments later the rep was back on the phone with me and simply said "Alright I'm going to get you a UPS shipping label emailed out to you, we're going to go ahead and repair or replace the scope for you".
I had fully expected them to say sorry and that they couldn't do anything for me as it was purchased used etc. Which I would have been fine with and understood. But my goodness, if I ever loved your company before I adore you now.
Primary Arms did not have to repair or replace my scope, but they are. I know of very few companies that would go out of their way to replace something outside of warranty just to be good to their customers, and heck I wasn't technically a direct customer in this case.
Anyway just wanted to tell my little story, Primary Arms customer service is ridiculous, love you guys!
Update on this RMA, just got my new scope in! (can't embed -_-)