After sale support-product support & customer service dept - ATN PVS14-3 1x27mm Night Vision Monocular

I am a second owner of a gently owned well cared for ATN PVS14/6015 WPT (Gen 3) which has amazing brightness & clarity that is extremely clean cosmetically with 3-4 tiny specks in the edge of zone 2-3 and Z3 that are invisible while in use. Despite it functioning perfectly, I wanted to have my $8200 in new purchase(s) quality assurance inspected by the factory and was very pleased to learn that they have excellent and very knowledgeable product support team w/very client friendly policies for out-of-warranty product. They didn’t say no either to inspecting and supporting an older unit I had also bought on eBay including pro guidance for repairing obsolete models even though I am had bought in the aftermarket an older but excellent tube quality ATN Gen 2 WP unit that I was advised will qualify for a different type of support if I need it. Upon receiving an RMA I shipped this and a defective WP bino w/burn blemishes to Florida (fully insured it was expensive and worth it) with few expectations other than hoping they could help with a full assessment for each.

Throughout the process I was very satisfied with the feedback and regular communications received from 3 different staff member who clearly knew what each other was doing, aka teamwork between the front-end customer service guys and the back office engineers. The amount of time the 3 customer care staffers spent explaining the diagnosis’ to me was paced and structured to my laypersons level of understanding rather than a bunch of tech lingo.

They contacted me throughout the 2 week process with everything from tube mfg records to professionally and promptly researched my newly acquired unit. From that I was able to determine that the eBay private party seller had incorrectly described both units, the so called high end WHPT gen 3 bino was not only worth 50% less than the $9200 retail model it was supposed to be but it also had bad burn blemishes on both tubes requiring factory replacement which was quoted to me and valid for the seller also in case I needed to return. ATN supported me far beyond expectations and provided complete confidence for me to decide to keep the monocular and return the bino defective/not as described for full refund. For a very small service fee, I was able to back up my complaint about the surprised novice eBay seller (who by then had thought he got away with it) w/factory research including ATN had gone the extra mile and re-boxed or relabeled identifying marks, stickers, stencil etc on each housing and pulled maker certification for the tubes with the correct factory serial numbers, mfg correct part number & accurate product codes on the service call receipts for me to use as the basis for getting my money back on one piece and enjoying without worry the other. Sadly, I was using the monocular last weekend for astronomy with a particularly bright moon and fell asleep for a while, when I woke up to a horrible thick black line and 2 big black spots that didn’t reset after the tube rested and cooled off so I am confidently contacting Jacob Rod and John again for their help replacing the out of warranty tube for a very reasonable price which they had quoted for us last time to fix the blemished bino we ended up returning to the seller thanks to their amazing support.
In short, very few companies these days provide this level of excellence in post-purchase support and ATN truly demonstrated their best practices in that area of their business, standing behind their brand including end of life. Good luck with any “get human” support from Garmin or Apple for obsolete products, where a robot voice will advise once you enter your model number that upgrade is your only option. These people answer their phones, return calls, warm transfer between team members and follow up to ensure satisfaction even after your materials are landed back home at your front door which is my basis for this long post. When considering a major investment in electro-optics you can definitely count on ATN company policy and their very knowledgeable service support group.