Outstanding Customer Support A++ service

[testament]

I would like to Commend ATN for its outstanding support!

Specifically Lara Alson and the customer support rep which I have lost his name who took my phone call for (RMA): R11559 on or about 23 march 2016.


My situation started on 16 March emailed ATN 630pm after working hours.

Received reply email immediately 17 march requiring information to RMA my unit
Provided information and immediately received reply email with fedex information to send unit.
18 march unit enroute to ATN for repair via fedex
22 march unit received by ATN
23 march called ATN customer service to find out status of unit was promptly assisted by the gentleman who answered my questions or knew where to get them.

was informed I could upgrade my xsight 1 for 100.00 which I thought was an outstanding deal since although I never had a issue with my scope that ever prevented me from using it, bugs are bugs and they have and are being fixed!   P.S. grow up people this is new territory ATN is blazing if you don't want to be an adventure and ride the ride get off the ship! you will only see other companies trying to rip off what ATN has done 5,10,20 years down the line!

I paid the $100.00 Upgrade and informed the gentleman that my sd card was still in my unit he said he would go down and get it immediately and ship it with my new unit which he told me isn't expected to ship from ATN til mid april when they receive there shipment, It was understandable and considering I probably wouldn't see my repaired unit til then anyway if it was to be repaired.

31 March I received email stating my order was shipped via fedex ground expected to be delivered 4 april
2 April fedex delivered my xsight2 two days ahead of schedule.

all I can say is ATN has lived up to there Pledge and Customer support provided Outstanding service you would expect from a such an amazing company!!!   

and by the way my sd card was in my order nice and packaged like I was told it would be (although I wasn't holding my breath for it to be since there so cheap to buy anymore I wasn't worried about it).

I really cant understand why people are flaming on ATN customer support other than they are just being impatient and understanding.


Thank You, ATN and your outstanding customer support and going above and beyond and doing what you say you are going to do!!! 

I am now back Hunting and shooting at the Range two weeks ahead of schedule.

[Joe Kriz]

Glad to hear ATN took good care of you. Thanks for sharing!

[aarono]

That is awesome. That's the type of customer service I have received.

[surfcityred]

Ha! Oh, this is rich. Does the word "shill" mean anything to ya? "SHILL" - A person engaged in covert advertising. The shill attempts to spread buzz by personally endorsing the product in public forums with the pretense of sincerity, when in fact he is being paid for his services.

This individual called "testament" gives no profile data as to exactly who he really is. What is his contact info? If indeed he is legitimate, his experience is the exception and not the rule. No mature person that works hard for their money is going to be satisfied with products that do not work as advertised and then boost a company for their futuristic thinking and primo customer service. Unfortunately, the majority of us have different stories to tell. Oh, by the way, I have a really nice flux-capacitor to sell "testament" that is way ahead of anything else on the market. Sure, it may not fully function but rest assured, I am working out the bugs. Please remit $5,000 and we have a deal.

[aarono]

Maybe it has something to do with attitude? I have had 2 that's right 2 defective ir lights. I have called atn 2 times both times I got a new ir within the week. Now was it annoying the first ir was defective - heck yes. But still I approached it as an adult and now I have a working ir. I believe in being a squeaky wheel and all but there is a difference between that and a nagging hen. I also know there are 2 sides to a story and they are only capable to fix and or replace what they have in stock.

[surfcityred]

Attitude? Yes, I have a professional attitude. Having owned a business (hunting related, selling rifle scopes, electronics, and other gear) I do have an attitude. My attitude and that of my partner was "customer service is first". We didn't just state that on our web site, we lived it. We replaced, without question, any and all equipment that any customer had issue with. No arguments, no nonsense, even if we may have thought the customer was at fault. All calls and e-mails to us were answered within 24-hours and the satisfaction of our customers was always our first concern. We had enough staff to handle our calls and e-mails and properly trained our people.

Have you ever owned a business? I am 68-years old and I understand that no product that is produced on a production line (especially on a Chinese production line) has a 100% off the line performance record. I have dealt with the Chinese factories and their idea of quality control is a "close enough" attitude. Keeping to exacting production specifications is not their style. For the best outcome, we needed to actually have a person on site to constantly inspect products and insure they were made to our exact specifications.

So before you begin to use terms like "squeaky wheel" and "nagging", keep in mind that logistics plays a large role in manufacturing, engineering and retail sales. Responsible companies need to have all their ducks in a row....especially if they market a product directly to the public.

Perhaps your perspective is a result of what you are accustomed to. As an engineer, I am accustomed to things performing as designed. When I pay for a product up front, I expect it to perform 100% as advertised. Would you purchase a car with no reverse gear? Or suppose you purchased one with a six speed transmission but it would only shift through the first five. These scopes were advertised to reliably perform a variety of functions. That is what we paid for. If you are of the type to accept faults and toss your money away, fine. As for me, I expect a product that works reliably, performs as designed and if there are issues, the company "promptly" addresses and customer service inquiry.

Do an internet search on ATN's customer service and employee training record. It' nothing to be proud of.

[shoots100]

I called ATN and asked about sending my faulty Gen 1 scope in and getting the $100 dollar upgrade to a Gen 2 scope.
I even asked if I could get a 3x Gen 2 scope instead of the 5x scope I have now. That would be a loss of $ for me, not them.
I was courteously asked to wait while he checked with the supervisor.
5 minutes later, He told me that he couldn't find the supervisor and that he would promptly give me a call back when he found him or her with an answer.
Never got a call back.
I called the next day (at another hour of the day)and asked to speak to the same CS rep.
He did answer and I asked him the same question.
The same scenario as the day before happened and was given the call back routine again.
No call back.
I've been using ATN products for awhile and have around $15K in ATN thermals and NV gear.
I've never had to use their CS dept before, which I'm realizing is a good thing.
I'm going to keep on trying to get an answer about the upgrade, as I'm a very unsatisfied X sight customer and 100% satisfaction is their Motto.

[surfcityred]

I hope things work out for you. I have been called "negative" by some but it is certainly easy to assume that posture when a company does not meet their obligations, service or equipment related. The only people that can change things are the management and owner of ATN. The company is exactly what they make it.

For instance, the polar opposite of ATN is the Hyundai corporation. I drive a Hyundai Genesis. It is a splendid automobile and what makes owning it even better is the service I get from my local dealer. It is top drawer all the way. If I have an issue with that vehicle, and there have been very few, it is handled immediately. Hence, I have written splendid reviews for them to Hyundai of North America, Yelp, Facebook and other auto dealer review sites. They REALLY care about their customers and know how to cultivate trust and loyalty. I respect them for that. I will also buy a new car from them every two years because I know they will stand by their products.

So, call me negative if the products don't work and the customer service stinks. I call it the way I see it.

[duffer]

I don't mean to pile on, but my experience so far with ATN and their SERVICE model have been mixed. I had a problem with their policies with respect to supporting their customers. I consider myself a customer when I've paid for a company's product, not when I finally have the product in hand. ATN's order process on their web site made NO mention of product availability problems, early adopter warnings or any of the like. I was proud of myself that I actually waited an entire month before contacting their customer support even though the only attempt at contacting me was to send me an email extolling the benefits if their Smart NV Binos.

I would gently, kindly, etc. suggest that the folks responsible for the ordering and order fulfillment processes (or possibly their boss) call a company like MidwestUSA and ask them a BUNCH of questions about their policies regarding In Stock,  Out of Stock, Back-order OK, No Back-order,  Notify me when product is available, etc., etc. Consumers (potential customers) want CHOICES that benefit them, not the company offering to supply a product.

Again, I don't mean to flame anyone, but when I suggested that the rep I was speaking with look up Federal definitions for Interstate Commerce Fraud, Wire Fraud and Mail Fraud. Something must have happened because it went from "we're trying to get 20,000 units out the door, SIR" to having my X-Sight II in my hands a week later.

I realize that some of you that pre-ordered  and pre-paid will be rolling your eyes, but to be honest, you were given that choice. I wasn't.  I was allowed, even encouraged, to purchase a product that ATN knew they didn't have in stock and chose not to mention that anywhere on their site or during the order process.

I tend not to take any of this (its just business stuff) personally. I don't think that ATN chose me to pick on. I don't have time for that. I don't mean this month, I mean I don't have time! If the Devil doesn't come for me sooner, I'll be 70 in July.  Still buying green banana's, but for how long?

I'm glad to have the X-Sight to play with because I'm a problem-solver by choice and by training. I'm enjoying being an early adopter of what looks like a VERY exciting piece of technology. I really never thought that I would live long enough to get my hands on what I would have considered science fiction or Star Trek gear just 40 years ago! I'm enjoying this as fast as I can!

If you are interested in where and how far this technology can be taken, do yourself a big favor and check out www.tracking-point.com or just Google trackingpoint (all one word).
Their base product starts at only $13,000 and ranges UP to $27,000 (that's US Dollars). Full disclosure though, Tracking Point's systems come fully integrated with a rifle in the caliber of your choosing. 

[shoots100]

Three days now after leaving multiple messages for an RMA and No call back from ATN.
I guess I have to keep calling to get ahold of their great customer service, so I can receive their great customer support ?

[tinsoldier]

Apr 14, 2016 17:11:47 GMT -8 shoots100 said:

Three days now after leaving multiple messages for an RMA and No call back from ATN.
I guess I have to keep calling to get ahold of their great customer service, so I can receive their great customer support ?

Well that's not good to hear. That is one reason why I haven't made the phone call for servicing my X-Sight II 3-14x scope . I filled out the online form for RMA because the viewfinder on my scope has a blemish. It's been a week and haven't gotten any reply. I figured they are overwhelmed with emails so I am giving them time to catch up. Saw someone posted couple of days ago having the same problem as me. However the Admin suggested I make a phone call instead. Well seeing your experience with phone calls is not really encouraging. 

[aarono]

To be honest I have no problems getting customer support. I've called about 4 central time and just put the phone on speaker on while I was on hold. Never took longer than 5 minutes. And they took care of my problems quickly. Maybe I was lucky but that's what I did. I hear otherwise stories ect. Buthe it worked for me. That's all I can say.

[flyingrhino]

My experience with ATN so far is not good. I placed an order totaling $845 on July 30th. To date I have not received any confirmation of my order. Multiple emails have not been answered. Phone calls go to vmail and are not returned. WTH?