My experience with B&T Ind. (Atlas bipods) so far…

Forums Dealer & Manufacturer Feedback My experience with B&T Ind. (Atlas bipods) so far…

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    Tominco
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    I've been dragging my feet on sending in my CAL bipod to be upgraded. If you didn't know… There's both a Gen1 and a Gen2 Atlas CAL bipod. The Gen1 has a curve on the bottom, the Gen2 is flat. There are many other way to tell the diff. but, this is the easiest. In fact, I did a video on it. If you have a Gen1, send it back for a free upgrade to the Gen2. The Gen2 is better and I can find no good reason to keep a Gen1. 

     

     

    I used the "Contact us" link to email them and explain that I wanted to have my Gen1 CAL upgraded to a Gen2. One of the things they require is that you send a picture of the bipod along with the email. This picture must show the base and leg hardware. 

    I received an email back the next day with a link to the RMA form. Filled it out and sent it. Then, I got the RMA email. I think it was on the same day. 

    I sent it USPS Priority since I had one of the free boxes sitting around. The bipod barely fit but, it was close enough for a 2 day trip. I taped around the edges for good measure. 

    I received a phone call today. "Hi Tom, this is "somebody" with B&T. I'm calling you to let you know that we received you bipod and have upgraded it. It's going through quality control and I expect to have it shipped out early next week." Jeez!! I fully expected to just find a box at my door a few weeks after sending it in with no communication in between. I did not expect a phone call confirming arrival, nor an update on its status. I might have expected an email confirming that it was on its way back, when the time came but, I wasn't counting on it. 

    To me, this is a sign of high quality customer service. I have no doubt that I will get an email with tracking info when the bipod gets shipped back. I'd imagine it will ship out on Monday and arrive a few days later. I should be able to update this topic on Wed, when I get back home from work.

    There was an option to have the bipod sent back "Signature Req'd" but, I opted out. Regardless, I think it needs mentioning that Atlas knows their bipods carry a significant price tag and I think that's a nice option that Atlas thought to offer. 

    Well done Atlas! 

    BTW, The reason there is a Gen1 and Gen2 is because the owner was alerted to an issue regarding the tilt mechanism (See video). He decided to halt production and halt sales. He went back to the drawing board and basically designed an entirely new bipod that kept the wider stance and functioned properly. 

    Happy Shooting!

    Tom

    • This topic was modified 4 months ago by Tominco.
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    heavy-impact
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    Good on Atlas. High priced items should always include top notch service.

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    mtnGhost
    Participant
    Member

    I had a problem with one of the legs on a PSR that I bought. A component wasn't Loctite'd and caused the leg to come out and the ball bearings went rolling all over the place. I contacted them and the next morning I received a sincere apology from one of the founding partners. I replied – letting him know that I was able to fix it on my own, and I told him that I can understand if it was an isolated incident (since this was probably my 10th Atlas, and the first with any sort of issue). 

    His rely to that was pretty amazing. He was pissed that this could ever happen in the manufacturing process. He outlined a bullet pointed plan that would be communicated to the manufacturing unit for permanently fixing quality control. He also told me that he was sending me a check in the mail for the purchase amount that I made with Midway, and even though I told him that wasn't necessary – this came in the mail a few days later: 

    He also invited me to swap out my unit if I wasn't happy with it for any other model. I don't think you can exceed customer service any further than that. I'm a customer for life on those principals alone! 

     

    • This reply was modified 4 months ago by mtnGhost.
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    C.B.Daddy
    Participant
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    Wow!! That’s great service!!!

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    Tominco
    Participant
    Member

    @mtnghost That's pretty outstanding! Thank you for sharing your experience. These bipods certainly do come with a price tag but, IMO they're worth it. And, with customer service like that… I mean, come on! 

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    Tominco
    Participant
    Member

    I finally got home from work today (after being gone for ~4 days). Guess what was waiting? My Atlas bipod and my "new to me" rifle! It's a good day. :) 

    The bipod is rebuilt, and no different than a brand new model. I've actually done this in the past, back when the issue was 1st discovered. They were chasing their tails a bit and this exchange went incredibly smooth as compared to back then. So, I already know what's waiting in the bag without opening it. It's a rebuilt, good as new, can't tell the difference, CAL Gen2 bipod. They've updated the parts, cleaned and lubed everything, reassembled, and then put it through quality control testing just like every other bipod that they make and send out. 

    I'm really excited at how they handled this issue from their willingness to accept there was a problem to the way they handle all the Gen1's. Just send it to us and we'll take care of the rest. That makes it real easy on the customer. The FAST turnaround time makes it as convenient as possible for the customer. Putting these through QC just like all the others protects everyone from getting anything less than excellence. 

    Bravo again Atlas! 

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    mtnGhost
    Participant
    Member

    Sweet! That looks pretty brand new to me man! Their company is just amazing. I mean, on the one hand – when you get their merchandise in your hands for the first time, the natural reaction is recognition of the highest quality. You'd think that they're a pure product-driven business, but then to follow up with exemplary customer service – and taking care of their customers to the point of coming out of pocket is just astonishing.

    They're my goto for hunting and all around lightweight bipods. I do use the Accu-Tacs for benchrest mostly, but I'd reach for an Atlas any day of the year over all others for hunting trips in the mountains. Durable, lightweight, reliable 👍

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