ir defense/trijicon not answering the phone

H

Hammer1113

New member
Been trying all day to get a hold of someone at ir defense/Trijicon about an issue I'm having with my hunter Mark 3 60mm unit and every time I call all I get is the voicemail box for sales. How in the world does a multi million dollar company like Trijicon not have one person to answer the phone. Anyways has anyone ever had a problem with their IR hunter thermal scope not retaining zero and shifting on the screen when you switch between the levels on the left side of the menu. My reticle will actually move up when I zoom and return back down but not in the same spot. I've watched dozens of videos on youtube and not once does the reticle move when zooming but mine does and its a big shift up and than back down. I also have an issue with level 5 on the menu when I scroll down, my scope is adjusted at -19 -18 for windage and elevation but when I scroll down to level 5 a lot of the times it will only show one number instead of both the numbers and some times it shows -19 18 when it should show -19 -18, this is driving me crazy because there are 36 clicks between -18 and 18 and if its reading it without the negative my gun is off by a ton. I'm no longer confident shooting this at night and I've missed coyotes that were within 70 yards standing still. I'm no expert marksman but this isn't my first rodeo either and shooting 70 yards off a fixed rest with a coyote dead center in the reticle has never been a problem for me until I got this scope.
 
I'm following this because I am having screen/clarity issues. My dealer is working directly with me and I've been too busy. Maybe contact your dealer or did you buy direct?
 
If you purchased the unit from US, we are ALWAYS here to help which separates us from other "dealers". We are a direct large distibutor for Trijicon/IRD.

Give us a shout if need be, we have many backdoor channels to get things done for our customers.
 

The amount of MOA movement changes with the zoom level when you are sighting in the scope. The x/y readout will reflect this also if you check the numbers for the x/y points at different zoom levels.

Take it to the range and see what it's actually doing. The numerical readout might just be a software glitch and the correct POI is still stored in the scope.

Try a different brand of batteries and let the scope boot up and settle before manipulating any controls. The chip in the BAE core is running at full capacity with all the features of the scope.

I have found it is best to run the scope on the external battery pack and leave it on instead of trying to turn it on and shoot as soon as it boots up.



 
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Originally Posted By: TatonkaIII'm following this because I am having screen/clarity issues. My dealer is working directly with me and I've been too busy. Maybe contact your dealer or did you buy direct?

Your scope may need to go back to the factory. Some were shipped with the incorrect length screws in the core assembly and it will cause the problem you are describing.



 
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The problem is how do you send something in when no one answers the phone. As great as these scopes are I'm seriously starting to question buying 2 scopes that cost $14,000 from a company that doesn't answer the phone. I searched the internet today and it seems like no one can reach them unless your somehow connected to the company. There are guys on other forums who have been trying to reach them for weeks with no contact from Trijicon. Victor I didn't purchase these scopes from you and right now wish I did, I've bought from you in the past and it has always been a perfect transaction.
 
Gman thanks for replying, I run the external battery and for hours at a time and the reticle moves way up on the screen when I magnify it and comes back down after a second especially when I shift from 1x to 2x and I swear it comes back down a little bit off from where it originally started. I would love to spend about an hour at the range with this but right now everything is drenched and I have no access to a range until the ground freezes or it gets way nicer out. I guess the best way to describe it is the reticle actually leaves Center and goes to the left and high on the screen when I zoom and then it pops back to the middle after a half second. I'm going to try and record it and post it if I can figure out how to do it. The most important thing is my mark ll 35mm doesn't do this when I zoom.
 
i drive by trijicon pretty regularily, and other than their wonderful christmas light display having come down relatively recently, it seems to be business as usual.

i've talked to them a few times in the past, and keep meaning to setup a tour of the facility, but life always seems to get in the way.


which number are you calling? and are you calling within normal business hours? did you leave a voicemail and request a callback? or just hang up in frustration?

from their website
https://www.trijicon.com/na_en/contact/index.php

Quote:CONTACT TRIJICON

Customer Service
Monday – Friday
9:00 a.m. – 5:00 p.m. EST

Phone: 1-800-338-0563
Phone: 1-248-960-7700
Fax: 1-248-960-7725

Service & Repairs
Mon, Tue, Wed, Fri
7:00 a.m. – 5:00 p.m. EST
Thursday
7:00 a.m. – 4:00 p.m. EST

Phone: 1-800-338-0563
Phone: 1-248-960-7700

Corporate Office
49385 Shafer Avenue
P. O. Box 930059
Wixom, Michigan
48393-0059 USA

one thing to bear in mind... shot show DID just end a few days ago. and i know - generally speaking anyway - the firearms industry tends to get put on hold for the duration of the show, and often for some days after while the folks involved recover and catch up from such a significant event. I'm sure they're getting bombed with inquiries afterward and may well be up to their eyeballs dealing with it.

I'm not trying to make excuses for them in any way. just offering what might well be a legit reason you keep getting dumped to voicemail.

good luck with your issue, i'm sure they'll make it right, just hopefully not take too long getting back to you.
 
left another message for them today. I have left messages and contacted them through facebook with no results so lets see if the message I left today gets a response. I'm about an hour and a half away from their world headquarters in Wixom Michigan so I might be heading on a road trip. If I have to drive there to get a response it's not going to be a fun day for the employee that has to deal with me.
 
I'm not kidding when I say this, have you tried twitter? These big companies actually pay people to monitor their twitter and social media pages. I have had huge success taking complaints such as yours to Twitter and Their Facebook, Instagram and etc.
 
Messaged them on facebook last week with no answer, called both numbers on their website. Got transferred to a answer machine that doesn't even say the companies name before it beeps. I guess twitter will be my next step and then I'm going to start mother efffing them everywhere I can. $9000 scope that's less than a month old and I can't even get a call back.
 
Originally Posted By: Hammer1113https://goo.gl/photos/KfsTE4FbZMM47AqZA

I watched your video and then I pulled my 19mm Mark II out and fired it up to check it for this and it does the same thing. The screen shift is more benign but my guess is that's because a 2x zoom shift is less noticeable with a 19mm vs a 60mm lens. I did not check my 35mm but my bet is its more noticeable than the 19mm because of the larger lens. You said your 35mm does not do this but you might want to go back and watch it carefully when shifting from native to 2x and see if you can detect a small shift.

The largest screen shift is when you go from the native display to the 2x zoom just like your scope. It seems that once you zoom, the software has to shift the reticle back to the x/y axis reference points you have stored. The amount of shift might be related to the amount of x/y axis movement required for you to zero the scope. 2x zoom with a 60mm lens is a large shift for the display.

Have you checked to see if there is an actual POI shift? You have to keep in mind that you are looking at an image on a screen and the reticle is generated by software and displayed on the image.

I would go to the range and check for an actual POI shift. You might try going to another reticle storage point and set it at 0/0 for windage and elevation and see if it affects the amount of screen shift going from native to 2x.

I know a person that should be able to look at your video and determine if there is a problem with the scope. I will try to contact him tomorrow and see what he says.
 
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Originally Posted By: R15 PredatorI'm not kidding when I say this, have you tried twitter? These big companies actually pay people to monitor their twitter and social media pages. I have had huge success taking complaints such as yours to Twitter and Their Facebook, Instagram and etc.

I hear you R15, but he should not have to do that! It really sucks that someone cant get a call back, maybe instead of Trijicon buying IR they should have invested in a customer service department, cart before the horse. jmo...
 
Originally Posted By: Hammer1113https://goo.gl/photos/KfsTE4FbZMM47AqZA

I sent a link of this video to my source and he said that the scope is operating as it should. When you go to 2x zoom the scope has to re-position the POI point of the reticle back to the center of the screen.

He confirmed that if you will go to a reticle storage point and put in 0/0 windage and elevation axis points you will probably not see that shift because the reticle will already be positioned in the center of the display. He also said that it's more pronounced with the 60 mm lens as I thought.

Just as a footnote the reticle you are using is probably the worst one to show the shift.



 
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When you sight in your scope and the reticle is adjusted off the 0,0, x,y axis which is the center of the detector in the firmware and on the screen (keep in mind this 0,0 is the center of the screen at 1x view 640x480)
When you zero the scope say at 25,25 at 1 x the detector cannot be shifted because you are displaying all of it.
So the reticle moves off center to the 25,25 you set it to. You can see the reticle is not centered any more cuz you set it where you wanted it, your scope zero.

When you switch to 2x (which is 9x on the mkiii 60mm) the firmware makes the screen shift to make the reticle the center of the screen and only 160 pixels to the right/left of the reticle are displayed and 120 pixels above/below, the rest are discarded cuz they won't fit on the screen when you hit 2x (320x240) what happens to the other 320x240 (not used they wont fit when you zoom in)
The firmware can recenter the reticle now because it has room to work with by switching to the 2x zoom the detector becomes a 320x240 detector resolution. The reticle is now adjusted to make the saved zero 25,25 the center to give you a even amount of detector pixels above and below & Left/R of your reticle. You can see this happen, it's not a problem. If it didn't recenter your reticle then you have a problem (if your reticle is adjusted too close to the edge it cannot be re-centered but will display the 320x240 but won't be centered.)

Reticle cannot re center at 1x view because all the detectors pixels are used at full resolution 640x480.
This is why at 1x the reticle moves and stays where you set it. The unit displays the shift from center of 0,0 but really the center is not 0,0 its 320, 240, remember the detector is 640x480 so the center is 1/2 of 640 and 1/2 of 480 which is 320 ,240.
But to make it easy to zero the center is set to 0,0 so any adjustment is +/- from this 0,0

When you hit 2x zoom the screen displays a section of detector (320x240) around your reticle position you set as the scope's zero and references the position of your reticle stored as the scope's zero as the center.

Hope this makes sense

I like the mkiii 60mm it's like a b/w day camera 24/7 , There is no such thing as darkness anymore
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It makes sense hard_ware, what really bothers me is the fact that when I go through the menu and I get to the screen that shows the reticle adjustment numbers mine should read -19 -18 and sometimes it shows -19 18 and other times it will show-19 and nothing in the second slot. I guess it would be nice to know mine is good to go and a simple call back from trijicon would be nice. I can tell you that I've dealt with flir, pulsar and armasight in the past for warranty issues and they all were great to deal with and went out of their way to take care of me and flir actually fixed my unit even though it was more my fault then theirs and sent it back with overnight shipping that they paid for. I will say that ir defense/ trijicon has a great product but I would never buy from them again due to their total disregard for the end user after the sale. I own a company with 20 employees and couldn't imagine being in business to long if I dealt with my customers the way trijicon has dealt with me. The company sucks and I will let everyone know how badly they treat you after the sale. 2 weeks of calling, messaging them on Facebook and they still haven't returned the call.
 
Seems like they went on vacation after shot show.

The menus are not always populated with all the data, appears to be firmware issue.
Switch screens and go back, it should populate correctly.

I have seen these bugs on the unit I have .

Hope to not have to deal with them for warranty.
 
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