Nightforce Customer Service

[FEENIX]

I do not expect Nightforce to warranty the scopes for free and send me brand new ones. I asked if they could restore them refurb them. I would have been happier with them saying something like "Box them up and send them in. We will se if we can do anything. If they are repairable they aren't covered under warranty."
I have $14k in NF scopes with NF rings. So I may not be a big customer but I am/was a big supporter.

Sometimes it is more costly to repair than a new than a new one, esp. in terms of labor cost, esp. when they are not equipped for the uncertainties from fire damage. I am in no way defending NF, but they probably figured out it is not worth your money to have repaired it and just deemed it a total loss.

 

[Calvin45]

Good for vortex.

 

[Laelkhunter]

Trappernewt, not that I want to pry. I was wondering about the safe you had. Was it a brand name supposedly fire resistant safe? I bought a Browning, and it is only rated at 30 minutes in a fire. Unfortunately, where I live, we have a volunteer fire department, and it would be 30 minutes before they could even get to the fire house and start up the trucks. No telling how long it would take for them to actually arrive and start fighting the fire. So, I guess I would be screwed if I had a fire. Just wondering if you would mind providing details about the brand, rating, and response time of the fire dept. You can PM me if you would prefer.

 

[Trappernewt]

Trappernewt, not that I want to pry. I was wondering about the safe you had. Was it a brand name supposedly fire resistant safe? I bought a Browning, and it is only rated at 30 minutes in a fire. Unfortunately, where I live, we have a volunteer fire department, and it would be 30 minutes before they could even get to the fire house and start up the trucks. No telling how long it would take for them to actually arrive and start fighting the fire. So, I guess I would be screwed if I had a fire. Just wondering if you would mind providing details about the brand, rating, and response time of the fire dept. You can PM me if you would prefer.

I had 1 browning 90 minute rated and 4 Liberty colonial 75 minute. Also live in a very rural area and the response time was about 45 minutes. House was mostly gone before they arrived.

 

[Gundog74]

Trappernewt, not that I want to pry. I was wondering about the safe you had. Was it a brand name supposedly fire resistant safe? I bought a Browning, and it is only rated at 30 minutes in a fire. Unfortunately, where I live, we have a volunteer fire department, and it would be 30 minutes before they could even get to the fire house and start up the trucks. No telling how long it would take for them to actually arrive and start fighting the fire. So, I guess I would be screwed if I had a fire. Just wondering if you would mind providing details about the brand, rating, and response time of the fire dept. You can PM me if you would prefer.

That's exactly what this post was for. Not for flaming NF but us folks to get some good info for our gear. Thanks for the post

 

[idcwby]

I had 1 browning 90 minute rated and 4 Liberty colonial 75 minute. Also live in a very rural area and the response time was about 45 minutes. House was mostly gone before they arrived.

Did they all look about the same or did the Browning do a better job? I'm in the same boat as a lot of people, about having a rural fire depot and they won't be able to get to my place very fast.

 

[Trappernewt]

The browning safe did better than the Liberty safes. All had water and all the exteriors buckled in the heat.

 

[Laelkhunter]

That's horrible. So sorry you had to experience that.

 

[sika64]

Sorry for your loss. Glad to hear your family is ok. There's not much that is worse than a fire, especially one that destroys everything that you own. Fortunately guns and scopes "most anyways" can be replaced. I have a sister that lost everything with a house fire and after seeing her deal with the insurance company ( she had the lowest coverage she could afford) I raised our balloon policy up to 1 million for personal content. I'll say a prayer for you that everything works out for your family. I see most are missing your point of the post. I understand what NF is saying, but I would hope that NF would at least send you a discount code for future replacements. Good luck with everything

 

[akdad]

The browning safe did better than the Liberty safes. All had water and all the exteriors buckled in the heat.

First off I'm sorry you had to go thru this that would be pretty rough to deal with. I'm glad family is ok.
If i could ask at this point what will you do differently for storage? I mean you had good safes and still lost them. I'm a big fan of trying to learn from things but it seems like there really isn't much a guy can do.
Again I'm sorry this happened to you and wish you the best in dealing with insurance.

 

[7.62 Gunner]

So when we hit deer with our vehicles we should expect the vehicle manufactures to pay for the repairs? Oh, I get it now. People are ridiculous.

WOW

 

[epags]

My two cents on customer service from a company (vs warranties). Had a pair of Pro Ear electronic ear muffs. Long out of warranty, contacted them and they told me what they would cost to repair and we did that. NOW, much later they failed again, I contacted Pro Ears CS and after giving them the model no. they told me that they could no longer repair them since they changed the type of electronics. OK, that could have been the end of the discussion but they went on to offer a 15 or 20% discount on any of their current products. I believe that is the difference the OP was trying to make when discussing NF's reply.
PS: I now have two pair of their product...one for me and one for any guest.

 

[BillLarson]

I have 6 Nightforce NX8 and 1 NXS that were on rifles inside gun safes in a total loss house fire. I asked if there was anything they could do to restore or refurb them. This is the reply I got. Not sure how I feel about it.


Hello Ryan,
Thank you for contacting Nightforce Optics Customer Service.
I am very sorry to hear of this tragedy, I hope everyone involved is ok. Unfortunately heat like that usually destroys the internals of the optics and there is typically no repair for these scopes. Our warranty does not cover damage like this, so sadly there is little we can do to restore your optics.

Please feel free to contact us with any further questions or concerns.

Respectfully

Technical Support, Customer Service #6
Nightforce Optics
336 Hazen Lane, Orofino, Idaho 83544
(208) 476-9814 EXT. 3
(208) 476-9817








Vortex responded with this….

Hello Mr. Wilson,
Send all optics you have that are damaged to us. Compile a list (for correct weights) and we will send you a prepaid shipping label. Repair, replacement and upgrades if needed are on us. We are very sorry to hear about your fire. Please send us the sizes of your family and we will ship out some shirts for you. Let us know…thanks.

WOW..... WHAT A DIFFERENCE...!!!

 

[The Oregonian]

I think people are talking past each other here. I think OP was just expecting them to be more collaborative on a solution at a minimum. Even if they said "We are so sorry this happened but glad everyone is ok, blah blah. You are welcome to send your scopes to us and we will see what we can do. But, just to make sure you are aware, it is our scopes are rarely salvageable bc the heat causes blah blah blah and fire damage would not be covered under warranty."

And before responding that person should talk to their supervisor and see what could be done to help him, if anything. Maybe 10% off, maybe more, maybe nothing. Even if nothing more is offered I personally would feel better about some kind of response that at least wasn't a thinly disguised "sorry this happened but we can't help".

At least make it sound better if nothing else. I have several NF scopes and I would be kind of bummed if I didn't get something a little warmer than what OP got. If someone owns 7 of your scopes they deserve a little better attention. NF doesn't owe him anything, but could use this as an opportunity to maintain or even build the relationship by at least making the customer feel valued.