ir defense/trijicon not answering the phone

Originally Posted By: Hard_wareSeems 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. That's why we should all buy from guys like TNVC, they seem to go out of their way to help with issues like noted above. Sounds like IR Defense maybe dropping the ball a little, Pulsar might just pass them in the thermal world.
 
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.


"Yelp" is your best friend
 
Originally Posted By: Hammer1113It 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.


Are you checking the x/y axis numbers at different zoom levels?

Are you checking the x/y axis numbers both locked and unlocked?

Are you able to adjust the POI of the reticle?

Are you seeing any POI shifts at the range at different zoom levels?

 
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I wish I had access to a range right now because within an hour I would know for sure if the scope is good or not, right now in northwest Ohio all we're getting is rain and temps above freezing so the range I shoot at is flooded. On a positive note trijicon messaged me back 2 days ago saying they were forwarding my concerns to tech dept and they would call me but so far nothing. All I can is this company sucks and I will never spend another dollar with them again. I will make sure every person I speak to about thermal scopes hears about the way trijicon has treated me throughout this process. I don't care how good their scopes are if they can't even call me back after 2 weeks of me calling and leaving messages.
 
Originally Posted By: Hammer1113I wish I had access to a range right now because within an hour I would know for sure if the scope is good or not, right now in northwest Ohio all we're getting is rain and temps above freezing so the range I shoot at is flooded. On a positive note trijicon messaged me back 2 days ago saying they were forwarding my concerns to tech dept and they would call me but so far nothing. All I can is this company sucks and I will never spend another dollar with them again. I will make sure every person I speak to about thermal scopes hears about the way trijicon has treated me throughout this process. I don't care how good their scopes are if they can't even call me back after 2 weeks of me calling and leaving messages.

I don't blame you! You pay that type of money for a product you would think the CS would/could be better. Thanks for the heads up on the ordeal you've been through with them.
 
Originally Posted By: Hammer1113I wish I had access to a range right now because within an hour I would know for sure if the scope is good or not, right now in northwest Ohio all we're getting is rain and temps above freezing so the range I shoot at is flooded. On a positive note trijicon messaged me back 2 days ago saying they were forwarding my concerns to tech dept and they would call me but so far nothing. All I can is this company sucks and I will never spend another dollar with them again. I will make sure every person I speak to about thermal scopes hears about the way trijicon has treated me throughout this process. I don't care how good their scopes are if they can't even call me back after 2 weeks of me calling and leaving messages.

I understand your frustration but I think your scope is fine. I took my 35mm Mark III out today to check zero at 200 yards and I could duplicate your issues. I hope you realize that you will get different x/y axis values at different zoom levels. It allows you to fine tune your POI because the amount of movement of the reticle is relative to the zoom level. The x/y numbers will show this. My readings today started at 2x zoom 9.25 x 20. The windage was off and I ended up at 11x20. Sometimes the 20 would just be a 2 and sometimes a 20. It seems to be a software glitch.

You also have to realize that there may be some organizational issues with the company right now. IR Defense was recently purchased by Trijicon and evidently they are having some transitional problems. I would not down the product entirely because you can't talk to someone on the phone. I can assure you there is nothing out there right now to match this scope IMO when it comes to core resolution and reticle design. I currently have an M300, 19mm Mark II, and 35mm Mark III. I also owned a 35mm Mark II and a REAP-IR. These scopes are awesome and I am still amazed sometimes by the image detail with the 12 micron BAE core.

My suggestion is to get out and use the scope. My bet is the unit is GTG and will perform like it is supposed to in the field.

 
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I called 3 different numbers and left messages, contacted them on facebook and was told they were passing it on to their tech department. Been over 3 weeks and no call back. I'm over it and I believe my scope is ok but I will never buy another product from trijicon/ir defense ever again. You would think that after spending $9000 on a product you could at least get a call back.
 
Originally Posted By: Hammer1113I called 3 different numbers and left messages, contacted them on facebook and was told they were passing it on to their tech department. Been over 3 weeks and no call back. I'm over it and I believe my scope is ok but I will never buy another product from trijicon/ir defense ever again. You would think that after spending $9000 on a product you could at least get a call back.

DOES THE SCOPE WORK IN THE FIELD LIKE IT IS SUPPOSED TO ?????????

I am getting the cell number for the head of the repair division for Trijicon. I will PM it to you.

I hope you have taken the scope to the range to check for POI shifts. You need to provide this information to the tech unless you are just calling for counseling.
 
Did you ever say where you got it from? Most dealers would be willing to lend a hand to help get you taken care of. Even if you didn't get it from TNVC, might reach out to them. It's a shame you are having such trouble with it. They're about the top of the food chain far as thermal scopes go these days.
 
Side note, I think it's probably performing normally and you just see the digital reticle movements as being more pronounced because of the magnification level of the scope. But never the less, it's good to talk with the folks that make it.
 
No matter how I say this it is going to sound like I'm being a dick and I reallly don't want to sound like that. Several people have tried to help you. I gave you an alternative number, and all you do is complain. You don't even know if you HAVE an issue. The company was bought, there are growing pains. This is how life goes. When people go out of their way to try and help you, but all you do is continue to complain, it seems to many that you just want to be mad. There is no cure for wanting to be mad.
 
yep this is my fault, my fault that they won't call me back, my fault that they sent me a message telling me that they would have the tech dept call me and they never did. I'm over it but you should hope that you never need warranty work from trijicon/ir defense because a month into this and I've yet to talk to anyone but the operator. That theory that they are going through a buyout and having growing pains can kiss my [beeep] also because my money was good enough to take when I purchased the device it should warrant at the very least a call back. No company in America will survive without customer service and this company sucks at calling you back. A great product means nothing if you don't stand behind it and trijicon doesn't.
 
Hope you got your scope figured out.
On a side note, I emailed Trijicon last night with a question about my scope and had an answer back inside 20 minutes.
 
Did you call your dealer? Did they attempt to get you in contact with IRD? Did you go to the range and if your range is flooded did you try an allternative area to shoot? 3 weeks is piss poor. Side note I did contact IRD before the buy out and left a voicemail with no return phone call. Like stated above there units are great but if you can't get service what good is that. Good luck I hope it works out for you.
 
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After the email last night, we emailed back and forth 5 times today. They offered to inspect my scope and said I'd have an RMA and shipping label within the next couple days. They both showed up via email within 2 hours. I'd say they have their 'transition' taken care of.
 
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I got it figured out guys, got to shoot it at the range and everything seems to be working. The numbers that show how far you adjusted the reticle still go blank sometimes but it's holding its zero on every shot. I never spoke with anyone from ir defense/trijicon because they never returned my calls, l did talk to the operator twice and got a reply on Facebook that said they would have tech support call me but that never happened also. Thanks for all the help from the members on this site because without your help I would of been left swinging in the wind. Trijicon must be only answering emails because I can tell you truthfully that they were useless when I called the 3 numbers I got for them and that includes the direct number the operator gave me for tech support. They have the best product in the market right now and I own 2 of them but I wouldn't buy a third knowing what I now know about this company and their support after the sale.
 
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