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Perhaps it depends on whom you talk to. It did with customer service a couple of weeks ago. I purchased a VX-R 3-9x50 with firedot duplex. What I received was a VX-R with the TMR instead. The box stated "Firedot Duplex," and the serial numbers matched. It was obvious this was a factory mistake as that reticle is not even offered in the VX-R.

I contacted Leupold through their site over the weekend but also called the next business day as I was anxious to find out what was going on. I really did not want a TMR as it is much too busy for my liking.

The first person I talked to (Alan) tried to convince me I had a fake scope or that someone other than Leupold switched reticles. So I provided him the serial #, sent him photos, etc. He said it could not be returned to Leupold for the correct scope, so I said I was willing to keep it if I could at least get the correct box for it in case I decide to sell it. He said they are not equipped for that since the TMR is not an option in that scope. So I asked what happens when someone custom-orders...do they get a box that is correctly marked? I was polite and courteous, but this guy refused to help me and ended contact.

The person who got my on-line inquiry was the epitome of what customer service should be. His name: Robert (Bobby) Hinze. I sent him the same photos I did with Alan, and he quickly contacted me, apologized for the error, assured me that this type of mistake is not typical for Leupold and overnighted me the scope I actually wanted. I had it the very next day -- before he ever received my return.

Had I not been lucky enough to talk to Mr. Hinze, I'd have been stuck with a scope I really did not want simply because one person in customer service decided he did not want to help me.