READ! Faulty Hawke Scopes & Bad Customer Service at Deben.

[pigeon_ventilator]

Hello gents,

 

I have recently had a bad experience with several (3) Hawke Nite Eye SR6 scopes, and also poor customer service from Deben. I would like to make you all aware of this. However, this was with the Nite Eye SR6, so I can’t speak for other models in the Hawke range of optics.

 

The saga began back in September, with the purchase of a Hawke Nite Eye SR6 4-16x50.

 

When the first scope arrived, and I inspected it out of the box, I noticed there were little dots on the inside of the objective lens. I called Deben, who at this point , were quite helpful and accommodating. They advised me to return the scope to them for inspection. This I did, and within 2 days had a call to say that the scope was faulty due it having grease spattered on the inside of the objective lens., from when it was assembled at the factory. No problem, they were going to send me a replacement scope, which they did. I received this the following day.

 

Upon inspecting the replacement, I noticed that the windage adjustment turret was a tad wobbly compared to the elevation. I thought nothing of it until I tried to zero the scope on the rifle. You’ve guessed it!…the scope wouldn’t hold zero on windage adjustment. Another call to Deben , who advised me to return the scope to them. At this point Deben started to become quite a bit less helpful towards me, after returning the second faulty scope.

 

A couple of days past and I had a call from them to say that this second replacement did indeed have a faulty windage turret. They posted me a third replacement. Which…was also faulty when it arrived! It also had specks of grease on the inside of the objective lens, and on 9x magnification or greater, the image turned milky! Marvellous!

 

Another call to Deben to explain the current replacement was also faulty, with grease on the inside of the objective lense etc was met with yet further unhelpfullness.

 

During this third phone call I asked them if they would be willing to reimburse me my postage costs, which now totalled just over £25.00. They agreed to do this and promised to send me a cheque, for postage costs, with the forth replacement scope. Nearly a week passed and I heard nothing from them, so I decided to call them. I then started to get the run around, and the promise of return phone calls etc, which never materialised.

 

I have since written a letter of complaint to Deben, regarding my less than satisfactory experience, with their faulty products and poor customer service. This was written in a polite but to the point manner. This letter was sent to them “Recorded Delivery”, and they denied ever receiving it even though I had a signature from Royal Mail, proof that they did!

 

I did finally get a return call from Deben, with no apology or explanation for their reluctant response. They told me that the Nite Eye SR6 was no longer available, so they couldn’t send me a replacement. They offered me a full refund instead. Which I wasn’t entirely happy with as I wanted a replacement scope , as they should have supplied me with the nearest specification scope as per their customer service promise. Read the transcript below from one of their live on-line sales team. The conversation is between her and myself.

 

As per live chat....

 

SHOPTALK - Live Sales Assistant

Your Message: Hi, can you advise what the procedure is if I buy a scope from Deben and it breaks due to a manufacturing defect? Do you supply a refund or a replacement scope?

Denise: if it is a manufaturing defect then we will repair if possible or replace the scope

Your Message: So I can buy with confidence then, thats great, thank you.

Denise: you must keep your proof of purchase for the warranty to be valid also it is only valid to the original purchaser

Denise: so second hand scopes have no warranty

Your Message: Before I forget, what about if you no longer make the scope?

Denise: then we will offer you the nearest alternative

Your Message: Awesome thanks.

Denise: No problem

Denise has left the conversation

Denise: then we will offer you the nearest alternative

 

Anyway, to round up…I showed Deben the above conversation, and they still wouldn’t send me a replacement scope. I had to settle for a full refund (as Deben insisted) and I never did get reimbursed for my postage costs, or get an apology. The best they said they could offer me was to accept the refund and they would give a £25 discount on the Hawke scope of my choice, if I purchased directly from Deben.

 

I bought an MTC Mamba Lite instead. Not the best scope in the world but a noticeable improvement over the Hawke. Optically and general finish.

 

This is the UK after all! One shouldn't really expect anything less!

 

Rant over!

 

Cheers

Dan

Edited December 22, 2010 by pigeon_ventilator

[johnbaz]

Hi Dan

 

I have several Hawke scopes and they've been fine (all S/H though)

 

But service so bad from Deben will stop me from spending any of my money with them- thanks for the heads up

 

Cheers, John

[Dekers]

These situations are always difficult, but Deben has always been helpful and accommodating to me (frankly after 3 faulty I am amazed you did want another) anyway, I would rate them as one of the best for customer service.

 

Things go wrong though sometimes, I bought my lad a Hatsan 12g and the barrel blew up (nothing to do with Deben of course, just an example), the replacement barrel didn't fit the action and the 3rd replacement whole gun had several faults, it went back for a full refund, but strange as it may seem one or two people are happy and have a working Hatsan!

 

Like I say, these things happen.

 

ATB!

[bruno22rf]

Stop messing with them and send ,by recorded post, a final demand for your postage costs (including the letter) and give them 7 working days to respond.If no response is recieved then report them to trading standards and get a claim form from your local small claims court-the law is clearly 100% on your side and all costs will be theirs-do us all a favour and stop companies like these taking the P.Thanks for the headss up....