Pulsar Repair & After-Sales Service

About Pulsar the Company

Pulsar enjoys a special reputation among all manufacturers of NV and thermal imaging devices that are specialized for the civilian market. We can safely say that Pulsar is the only company in this niche whose customers are brand-loyal, always returning for more.  Pulsar devices are always a step ahead of the game. They offer a wide range of extra functions but are at the same time super user-friendly, tailored to modern hunters’ needs.

The probability that you will have issues with a device made from a reputable manufacturer is small. Nevertheless, it’s good to know your options and who to contact if anything goes wrong.

Pulsar repair centers in Lithuania and Scotland perform after-sales services like a well-oiled machine. Let’s take a closer look at their work.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

Warranty Information

All Pulsar devices, no matter the price range, offer 3 years of limited warranty from the date of purchase.

That means the warranty will be void if:

  1. the user modifies or tampers with the device
  2. the user modifies, removes, or (software) deletes the serial number
  3. the device shows traces of negligent use, chemical or mechanical damage
  4. damage as a result of fire or natural disasters 
  5. the device was damaged by liquid or exposed to liquid in any way
  6. repair service was performed at an unauthorized contractor

Nevertheless, the manufacturer offers the option of paid, out-of-warranty repair 5 years from the purchase of the device. The only exception to the rule are various Pulsar accessories (such as rechargeable batteries) as their warranty period is reduced to 1 year.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

Various cosmetic defects (such as fluidity of control button movement, housing scratches, and torn eyecups) are not considered to be necessary repairs since they do not affect the operation of the device.

Of course, you can opt for a paid maintenance service, which also includes restoring the outward appearance of the device to its original, pre-sale condition. However, we must stress that it is absolutely not possible to pay extra to replace the device with a newer model.

 

End-Users ⇒ Sellers & Distributors ⇒ Pulsar

The manufacturer does not offer direct communication with the service department. For repairs, maintenance, and other after-sales services, the user must contact the store where the device was purchased or the local distributor of Pulsar devices. Direct return of the device to the manufacturer is also not possible due to export/import restrictions on digital NV and thermal imaging optics.

In Slovenia, Optics Trade d.o.o. is available for all questions and concerns regarding repairs, device maintenance, and other after-sales services involving Pulsar and Yukon optics. We can also arrange the repair service for you, no matter the seller you purchased the device from.

Pulsar has 2 authorized repair centers, both located in Europe. The repair center that takes care of daytime-bright riflescopes and NV clip-ons is in Glasgow, Scotland. Those repairs can be a bit more time-consuming since the distributor must arrange customs procedures for each device and export it. All other devices are the responsibility of the Yukon service center in the Lithuanian capital Vilnius.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar also runs technical workshops for their dealer network to strengthen on-location problem-solving.

Repair Time

  • depends on the complexity of the repair and the repair center workload
  • priority treatment
    1. necessary repairs of devices under warranty
    2. maintenance of devices under warranty ⇒ cosmetic defects and firmware upgrades
    3. repairs of devices out of warranty
  • 30-day turnaround max at the repair center
  • TRANSPORT TIME:  user ⇒ Optics Trade ⇒ Pulsar (Lithuania or Scotland) ⇒ Optics Trade ⇒ user

Optics Trade d.o.o. sends and exports devices to authorized Pulsar repair centers on a weekly basis, usually every Friday.

Transport from Slovenia to Lithuania takes about 3 days. If your device needs to be sent to the service center in Scotland, this time is extended to 4-6 days, as each shipment must be processed through the customs office.

When the device under warranty arrives at the authorized Pulsar service center, it takes a maximum of 30 days to perform the service.

The time depends mainly on the complexity of the repair and the workload at the center. The busiest time of the year is usually right before the boar hunting season. This 30-day estimate does not include the duration of transport from Slovenia to Vilnius or Glasgow and back again.

Repairs to devices under warranty take precedence over out-of-warranty devices and non-essential services such as maintenance and upgrades of normally operating devices.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

Costs of Pulsar Repair & Optics Trade Go-Between

Warranty repairs are free of charge from the manufacturer. If the device was purchased from Optics Trade, we will also fully cover in-house costs of arranging the service with the manufacturer, temporary export of goods, including pick-up & transport fees, outward processing arrangements, and similar. It doesn’t matter if you’re from Europe or live overseas.

For all other users of Pulsar and Yukon optics who did not purchase the device from Optics Trade, arranging a repair service is also possible. The symbolic fee for arranging the service for non-customers is 50 euros (VAT incl.) inside the European Union. For people outside of the EU, the fee is 150 euros (VAT incl.) as there are more paperwork and customs fees to be considered.

Let us also emphasize that the Optics Trade go-between will not cover the cost of the actual repair, issued from Pulsar directly.  The repair service must be paid for if the warranty for the device has expired or has been nullified due to improper handling.

The price of the repair is determined by the manufacturer only after inspecting the device at an authorized service center. No cost estimates can be done before you send your device for after-sales service.

If the repair has to be paid for, Optics Trade will immediately notify you before any paid service is carried out.  It is your decision whether to opt for the paid service or reject it. In the latter case, we will simply return the unrepaired device to you at no cost.

Information Needed for After-Sales Service

  • contact details
  • a detailed description of the error or defect 
  • copy of the invoice
} Optics Trade repair service form
Optics Trade Return Document (image source: Optics Trade)

Optics Trade Return Document (image source: Optics Trade)

If you are interested in Pulsar repair service or have questions, Optics Trade is there for you. Send us an e-mail at info@optics-trade.eu or call us at +386 31 770 520.

Provide the model and the serial number of your Pulsar device (both pieces of information can be found on the housing of the device).

Describe the defect or operation error that you’ve noticed as accurately as possible.

If possible, also include the circumstances of when and how. Let us know when the operational error is especially apparent (e.g. after 20 mins of continuous use, after the device fell on the ground, after the last firmware update …). This will help us determine the root cause of the device malfunction and also how complex the repair process will be.

Don’t forget to provide us with your contact information: name and surname, telephone number, e-mail, and return address.

For convenience, we included an RMA form here. We would kindly ask you to print and fill out this document and return it along with your product and an invoice copy. The latter also serves as the proof of warranty.

From the moment we receive your device until the return of the repaired device, we will give you regular updates about the progress of your case.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

Spare Parts, Unauthorized Repairs

Pulsar warns that users who choose to repair their devices themselves are not entitled to a 3-year warranty.

This is also why the manufacturer also prohibits the shipment of electronic device components like sensors, displays, and circuit boards. It is also forbidden to share technical sketches and diagrams that show the internal anatomy of Pulsar devices among end-users.

However, spare parts that do not require disassembly or modification of the device can be purchased from certain Pulsar optics retailers.

It should be noted here, however, that the availability of spare parts is difficult to determine in time, as it depends on factory stock and the workload of the service departments. It may also turn out that a spare part cannot be obtained at all, as, for example, several years have passed since the model was discontinued.

In any case, we advise you to contact the dealer you purchased the device from when looking for compatible spare parts. Be sure to state the exact model and the serial number of your device.

Pulsar Repair & After-Sales Service (image source: Optics Info)

Pulsar Repair & After-Sales Service (image source: Optics Info)

 

You can read more about Optics Trade’s return policy HERE.

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Summary
Pulsar Repair & After-Sales Service
Article Name
Pulsar Repair & After-Sales Service
Description
Pulsar enjoys a special reputation among all manufacturers of NV and thermal imaging devices that are specialized for the civilian market. We can safely say that Pulsar is the only company in this niche whose customers are brand-loyal, always returning for more.  Pulsar devices are always a step ahead of the game. They offer a wide range of extra functions but are at the same time super user-friendly, tailored to modern hunters' needs.
Author
Optics Info
Optcs Info
Optics Info

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