swokshooter
New member
I am a longtime lurker and follower on the forum. I read about the triumphs and tribulations that you guys have, and visit the site often. I figured I would grab this opportunity to add my 2 cents on a subject that some of you guys may encounter.
This is to let you guys know about the customer service I’ve experienced with AGM the last few weeks while dealing with a firmware issue. About a month and a half ago, I bought a Rattler TS25-384. I had been saving for quite some time and came upon a deal I couldn’t refuse. I used it twice before noticing a few small issues in the firmware that I was curious about. When is checked on their website, I found that there was indeed an update available for my scopes firmware. I encountered issues almost immediately when attempting the firmware update. The instructions on their site were a bit unclear to me, and I didn’t execute the procedure correctly. After a couple emails, I spoke with a lady named Alyssa who walked me through the process clearly and I was able to update the scopes firmware. Boom….. my first real issue. With the new firmware update, my reticles disappeared in the scope. I no longer had a means to aim, so by scope was useless as a weapon sight. I contacted them several times over the course of the next week and went back and forth about them correcting the firmware and I waited for the new update to drop. As I watched the website, the firmware version never changed…. But they had indeed changed the firmware. I just couldn’t tell. When I figured it out that the new version had dropped, I seized that opportunity to really foul up the firmware installation in my scope. Lol
Todd from their customer support called me yesterday when he returned from shotshow, and gave me several things to try, while assuring me that if our attempts were unsucccessful, they would 100% stand behind their product and fix or replace it. I attempted the troubleshooting tips that he suggested and didn’t have any luck, so I was preparing to send it in for repair when my phone rang today. It was Todd again from AGM, and he told me that he and Alyssa had figured out what was wrong with my scope and told me how to fix it over the phone. 30 minutes later, my thermal is working correctly again.
You know, I’m often guilty of being the first to complain when things go bad, so I think it’s only appropriate to brag on a company when they take care of a tough issue for me. They were patient, attentive, and careful to guide me through the process in a way that I could easily understand.
Hats off to AGM and their customer service team.
This is to let you guys know about the customer service I’ve experienced with AGM the last few weeks while dealing with a firmware issue. About a month and a half ago, I bought a Rattler TS25-384. I had been saving for quite some time and came upon a deal I couldn’t refuse. I used it twice before noticing a few small issues in the firmware that I was curious about. When is checked on their website, I found that there was indeed an update available for my scopes firmware. I encountered issues almost immediately when attempting the firmware update. The instructions on their site were a bit unclear to me, and I didn’t execute the procedure correctly. After a couple emails, I spoke with a lady named Alyssa who walked me through the process clearly and I was able to update the scopes firmware. Boom….. my first real issue. With the new firmware update, my reticles disappeared in the scope. I no longer had a means to aim, so by scope was useless as a weapon sight. I contacted them several times over the course of the next week and went back and forth about them correcting the firmware and I waited for the new update to drop. As I watched the website, the firmware version never changed…. But they had indeed changed the firmware. I just couldn’t tell. When I figured it out that the new version had dropped, I seized that opportunity to really foul up the firmware installation in my scope. Lol
Todd from their customer support called me yesterday when he returned from shotshow, and gave me several things to try, while assuring me that if our attempts were unsucccessful, they would 100% stand behind their product and fix or replace it. I attempted the troubleshooting tips that he suggested and didn’t have any luck, so I was preparing to send it in for repair when my phone rang today. It was Todd again from AGM, and he told me that he and Alyssa had figured out what was wrong with my scope and told me how to fix it over the phone. 30 minutes later, my thermal is working correctly again.
You know, I’m often guilty of being the first to complain when things go bad, so I think it’s only appropriate to brag on a company when they take care of a tough issue for me. They were patient, attentive, and careful to guide me through the process in a way that I could easily understand.
Hats off to AGM and their customer service team.