Burris Company Inc.

Dear Mr***,I would like to apologize for the trouble that you have experiencedWe unfortunately cannot keep your mounts and do not offer refunds from the factoryAs soon as our inventory is replenished you will receive your replacement rings, we currently do not have them in stock but will very
shortly.Best Regards,Joshua L***Technical Support Manager

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Customer's statements are accurate for the most part - we had our entire repair team and customer service management inspect the scope, and it meets or exceeds our quality standards for optical clarity and resolutionWe gave the scope a 'white-glove' treatment, and I personally ensured that it was
pristine upon packaging for return to the customer. I've conferred with management, and we will be willing to replace the unit with a new one as the customer requested

Complaint: [redacted]
I am rejecting this response because:I have been through this process already and had an optic "hand picked" for me. To me the purpose of a lifetime warranty on products should mean that  while you have full faith in your products, if for whatever reason something goes wrong through out the owners time of owning it you offer a solution. This does not mean that for the rest of my life I get to use the product once and wait 3-6 weeks to get another one and repeat. I originally planned on receiving whatever you return to me and selling it since I cannot get a refund, but I prefer to not be seen as a thief for selling an unreliable product. Looking at the bright side, what you send me can be used to give consumers a video review to display just how unreliable it is. Being that there are only a handful of video reviews on the XTR II line it should be quite popular.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

The customer was contacted upon receipt of his defective product. We found the same defect and verified that his replacement was free of any defects. At this point we will take no further action. We have honored our warranty and will continue to do so with any customers in the future.The replacement product was shipped to the customer on 10/8/2015 and signed for on 10/12/2015. UPS tracking number [redacted]Please understand that mistakes can happen in any brand, and this is why we offer a lifetime warranty to ensure that we can take care of our customers for the life of their products. It is unfortunate that these types of situations ever happen, but there are not many companies that will replace a product for a customer for the life of the product, and the life of the replacement product... etc...It is never our intention to sell a product that has defects.Best Regards,Burris Company Inc.

A new RMA has been created and return shipping label provided. We will be replacing the scope with a new one when new stock is available. (this particular model is currently in very high demand, and we have none on hand at this time to set aside for this return)

Dear Mr. [redacted],First off we apologize for your displeasure with our service. Please understand that no one in the customer service department would have ever intentionally hung up on you for any reason. You were not misdirected in your conversation from the customer service agent. We do not...

offer refunds from the factory. We will at-our-option repair or replace the product for the lifetime of the product. I see that  you have already sent your scope back as of October 5th 2015. We will hand pick you a replacement and forward it to you right away. Best Regards,Joshua L[redacted] Customer Service Manager.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I still disagree and maintain that this particular scope was not of quality as once again, I was able to photograph some of the previously mentioned defects. Pending the optic being exchanged for one that is of quality I will be appeased.
Regards,
[redacted]