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Post by 300blackout on Apr 1, 2021 17:40:49 GMT -8
While sighting in today my screen and all function buttons froze. Came home watched the video of how to fix the frozen screen issue several times. With no way to power down how are you supposed to do the firmware update. My computer does not even recognize that the scope is plugged in. I guess I can just let the battery die and try again which is certainly not acceptable if I were on a hunting trip. Tom
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Post by 300blackout on Apr 2, 2021 11:59:18 GMT -8
I was able to turn the scope off this morning as it said battery low powering off. I then tried doing the recommended download obsidian as instructed. Could not get the download button to turn blue to download. At this point scope is off no function with any of the buttons. Got the little chat message and talked with one of the helpers and explained my issues. Person said they would email me with instructions. The instructions started off with (when you turn it on go to carousel). I had already explained the scope was dead and will not power on. I went ahead and tried the download again two times as suggested and no luck. I have requested a RMA ticket so I can send scope in. Not a happy camper right now.
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Post by 300blackout on Apr 6, 2021 9:48:37 GMT -8
Well today is Tuesday and still no RMA Authorization. I called customer service yesterday and they assured me I would have it by the end of the day. I called again about 12 noon today (1-800-910-2862) selected #2 to talk to someone about my RMA. I was put on hold, then told no one was available, leave a voicemail. I did that and then logged on computer to RMA's and Returns and got the little binocular icon to talk to a customer service rep. The message said a Specialist would be with me momentarily. After holding for 20 minutes I hung up.
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Post by 300blackout on Apr 7, 2021 7:42:50 GMT -8
Well I finally got some great service from ATN Customer Service Rep Kenny Acres. After calling again about 2:45 PM he took down mt info and sent me an email with a few questions about my scope. I answered the questions and sent back to him. He said I would have my RMA within 24 hours. I got up this morning and had my RMA in my email. Time on the message was 1:22 AM so I guess they do have 24 hour service. Big thank you to Kenny, note: When get ready to package scope I checked one more time and the scope actually said low battery, powering down. I guess it is stuck in the on mode and runs the battery down eventually. Without the functions button working I cannot complete/download the obsidian 4 update. Hopefully will have the scope back in a couple weeks. Tom
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Post by 300blackout on Apr 27, 2021 9:57:03 GMT -8
Apr 7th sent scope back to ATN with FedEx label they provided. Received and Signed for at ATN on Apr 12. Received email saying they received the scope on Apr 15. Today is Apr 27 and no updates from ATN. Wish they would have a way to plug in the RMA number to check status.
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Post by 300blackout on Apr 27, 2021 12:09:05 GMT -8
Just made an attempt to inquire about my RMA via the "Need RMA or RMA Status" menu and got as far as "A customer Support Rep will be with you momentarily". I waited from 1:57 to 2:58 PM and no response.
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Post by 300blackout on Apr 28, 2021 10:37:29 GMT -8
Apr 28 just got email from ATN stating scope was on its way FedEx. So about 2-3 weeks for repair. No idea if repaired or replaced.
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Post by lockedandloaded on May 1, 2021 17:33:19 GMT -8
Sorry for your negative experience with ATN. Did you receive a replacement scope or repaired one? I've had a bunch of problems with my Thor 4 1-10 which is identical to yours. Mine locked up and I pressed the power button for a far longer time than normal (about 20 to 30 seconds or so) and it turned off. But since you contacted ATN customer service, I suspect they directed you appropriately on how to turn off your unit. The unit must have a good charge to perform an update so since you let your unit's battery drain down it was not able to accept a firmware update. Although an update may not have done you any better since I try to update mine and I did not realize my unit already had the latest firmware version ending in 483 and after the "update" I have version 480. The update system on the web says that the latest firmware version available is the ". . . 480 but mine had 483 on it before I did an update. I asked ATN about this discrepancy about 4 days ago and no response from their customer support contact page. I also asked about this issue through their online chat system and the agent did not address the question so I mentioned "Wow, the ATN chat session locks up like their thermal vision scopes. . .".
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