First let me say that all of my centerfire rifles are fitted with Leupold scopes. I've used them for years with out issue. So I am a fan.

My latest Leupold purchase is a VX2 3-9X40 CDS unit. It was bought NIB but the erector system seems to be out of whack. The windage especially. Move it 4 clicks and it will move 2 to 4 inches. Hey, it happens to the best of them and Leupold's warranty is second to none.

So I fill out the online form and send it in. UPS Tracking says it was delivered on 31 Jan. Two weeks later, after two phone calls, they say it was received. That is all the rep on the phone can tell me. No other status available. OK, so they're very busy.

Then I ask what the SOP is. Will they tell me when it is finished? Will they tell me when it is being shipped back? Will I get a phone call or email or? They have no answer. They don't seem to have any SOP in place. I'm told they may send a post card, or they may email me, or maybe I will receive no notification at all. What?!

So, I guess if I haven't heard anything by June maybe I should call again?! A company that big with that good a reputation and they have no Standard Communication Operating Procedures?!

Is this the norm for Big L? What has been your experience and what should I expect?

I've sent a grand total of one L scope back for repair, a VX3. I had it back in my hands in two weeks.

The time it takes doesn't bother me as much as the lack of communication. If I hadn't paid for tracking I wouldn't even know that it had arrived.

If I'm not told when it is shipped back to me I will have no idea when to expect it. So if it is lost or stolen who would know?

Just surprised at the lack of a standard for communication from the folks that set the standard for optics warranties.

Wish I could find contact info for some management types.

This sure doesn't sound like Leupold....I'll bet with very little creativity it wouldn't be hard to stir up somebody's mud puddle and get some answers...

They're typically great about resolving your issues in a timely manner (2 - 4 weeks). That said, it hasn't been my experience that Leupold relies on direct and ongoing interaction with the customer inorder to accomplish these timely remedie . You're more likely to just get the scope back repaired with service invoice approximately stating what was done to fix the problem(s) you reported in the letter you sent them with the optic.

If you go online and fill out a service request form in advance, with all of your contact info, they do a pretty good job of emailing you when it is received in the repair shop and when it is shipped back. However, on the last one I sent them (late last fall), I noticed that it apparently took two weeks from the time that USPS dropped it off at the front desk until the service department said that they had received it. Nonetheless, the total turnaround time was about six weeks to back in my hands, This was during the peak of the season for repairs.

I have a ton of leupold scopes and have had very good luck with all of them. That said I think the quality of the response you receive when you call is directly related to the quality of the employee on the other end. I called recently to get some info from the custom shop about reticle and turret options. I received nothing but responses that lead me to believe the employee on the other line must have some type of learning disability, and had no clue how Bullet trajectory varies from one cartridge to another.

^^^This is my experience^^^

Thanks for the replies gents.

I did fill out the on line form prior to shipping and enclosed a copy. That just adds to my surprise as I know they have that info.

Thought the ship would be run a bit tighter than it appears to be.

Mine as well.

If I send something in for warranty work all I expect is that it’s repaired or replaced and sent back to me in a reasonable timeframe. I wouldn’t be concerned after a couple of weeks.

I sent a scope in a few years ago. Got it back in two weeks without notice all fixed.

Never had a problem when I've sent in a scope.

They are supposed to email an update, then call to confirm credit card information if there was a charge. That said, I think they are running behind because of the snow outage they had in January. I ordered a custom shop scope on Jan 11 and have not received any information about it, took two weeks to get a phone call through to confirm they received the order. I have since sent another scope in for repair and while they answered the call faster, they never did send the email confirmation nor do they have an ETA on either scope.

Leupold are my favorite scopes, but they do not have the best customer service.

I have sent back one out of 15-ish scopes. A vari-x II a long time ago. One they received it they simply sent me a new one just like it. No questions asked.

They received it on Jan 31 and within two weeks Feb.14th you have called twice and posted a complaint on the internet.

They do have a SOP and they relayed same to you. You will either get a postcard, e-mail or the scope will show up in the the mail. You asked, how will I be notified and they told you. You don't seem to be satisfied and that's OK, but that is their standard.

Have sent scopes in for reticle changes. Once I knew they had it, I didn't worry a minute that they would not do what was right for the customer. Once I received a post card. Other times it just arrived. There is a better than even chance you will see your scope within 4-6 weeks.

First world problem

Call them and ask to speak with a supervisor.

Really? There are many people who would disagree.

Some times I get a reply other times a scope just shows up fixed. Might be a little bit of disconnect between shipping receiving and repair. Seems though my first contact from leupold has been right around two to three weeks. That contact more often than not has been the scope in my hand fixed. Would rather them have someone working to get me my scope fixed than provide up to the minute tracking of it's location. But that's just me.

Six weeks now and not a word.

Yep. Ask any silhouette shooter who sends in scopes for new reticles, Leupold messes up their share of orders and turn around is not near what it was even 5 years ago.

That said, they at least offer a custom shop which is far more than most other makers

I sent back a VariX111 2.5 x 8 once. It was not holding zero. I got it back in less than a month with a note that nothing was wrong with it. Put it back on the same rifle in the same rings and it was rock steady.

I beg to differ sir. How can "you may get a post card or you may get an email, or it may just show up" be considered an SOP? Perhaps their SOP stands for Sorry Old Program rather than Standard Operating Procedure?

If they had a standard it would be ONE of these not a bunch of maybes.

Granted I am not very patient, but after two weeks I thought that perhaps they had my email address wrong or perhaps it was delivered to the wrong place.

In any event let me provide you all with an update;

No communication has been received and no scope has been returned. So, I may conclude that the true SOP is nothing.
A little mystery adds spice to life, right?

Dude all ya gotta do is call them. They are the most awesome people to deal with. They do stuff for me yearly with changes and custom work and heck just answering my questions.

Again, their procedure was explained to you. Maybe this, maybe that, perhaps this. You don't like it, but that's it.

I kinda find humor in it, in that the majority here find their return times and accommodation of customers needs more than adequate.

Returned binos to Swarovski. Can't remember the exact time till it showed up back home, but it was around 5-6months. Received one card in the mail right before it was shipped. Returned a shotgun to Browning. Around 10months until it came back. I finally called them. It took awhile for them to even find it.

Sooooo, where does that leave you. Well as mentioned, if three weeks wears on your patience, give them a call. Beetch and whine to them, because doing so here isn't going to change their procedures or have your scope returned any faster.

Personally, my patience is wearing thin on 24hr Campfire whines and beetching. Although like Leupold's SOP's I do find some humor in them.


And to put your little whine into perspective. You live in a country where men and women of the armed services are currently driving down roads and getting blown to hell while you whine about not getting what you think is the proper notification on how and when you will get your scope back. Maybe Leupold is doing some additional government work that presently is more important.

Can the whine, please.....

Leupold is the best boomerang in the scope business.

OK, I can see that civility and reading comprehension is now gone.



Ignore is a wonderful feature.

No, I didn't but I respect those who did and are doing. So for that, you have my thanks.

That being said you are whining and beetching, and at your age should be over the trivial crap of everyday life or at least learn how to handle it. People have real problems, some of which I see every day. Leupold SOP isn't one of them and all wish it was.

You can't work you own self thru a simple CS issue with Leupold and you think I need counseling? That's rich.. and funny. Thanks for the giggle.

Get a swift you will not be sorry every bit as good as Leupold

At my age troubles are common. Fixed income and health issues are ever present and this so called "trivial crap" is a welcome diversion. Even butting heads with a Campfire Wonder is good to some degree, but does get us old farts tired out quickly.

Therefore I am done with this subject and you are now on ignore. You are welcome for the giggle and now you may work on your comprehension skills.

See ya and good luck. You'll be looking....

I broke one this afternoon, I guess I'm going to see if their service is still good.

There are people that E-Mail for everything thing and getting them to make a phone call is like pulling teeth. My grown children are this way and I believe this phenomenon to be generational to a large extent.

Then there are people that would rather pick up the phone and call Customer Service.

People in the first category seem to get much less satisfaction and have more CS problems than people in the second category.

I sent a 30 year old scope in and they had no parts sent me a new vx3 total time three weeks. Cant speak for others but my experience with them was excellent.....

I've had approximately 28 Leupold scopes and have had to send back two in the last 40 or so years. This echoes my experience with one addition: always "no charge" on the bottom line.