Quest Customer Service - U.S.

[GoldenboyCO]

Sharing my Quest US customer support experiences.

A few months ago my Quest xpointer max protective screen film fell off and the display was scratched by me using in muddy conditions. I could no longer read the display. I reached out requesting how I could do the repair and they offered to repair the issue. The fix is below.
Quest homepage-support-blog-Restore Your Xpointer Display: DIY Scratch Repair Guide. It shows my actual pinpointer posted on Jan.09/23.

Recently I discovered the pointer had a faulty LED/flashlight. I never used that function and was going on a night hunt. LED would turn on but if you actually detected a target it would dim and stop working. I reached out providing the description of failure to include the video of flashlight not working. 
Feb 02 I received an email from Quest/Jason with apology and following "Therefore, we will be sending you a new pinpointer to replace the faulty one." In addition, we would like to investigate the issue with your current device. We hope the new pinpointer will serve you well in your future hunts. That set the expectation for a new pointer and a quicker resolution. 
What I experienced was me proving the pinpointer was defective, and asking Quest to honor their initial offer to send me a new pointer. They chose not to replace unit and swapped a faulty LED module. Feb 17 my pinpointer arrived.

I suggest Quest be HONEST upfront on how things will be handled.  I did get my repairs but not in the fashion I expected. I'll compare them to ML and XP as I have used their support in the last year. Day/Night.