My experience was great ... my older Vari-X III had lost seal and was fogging .... and I requested a reticule change to German #4. Called them first. Followed their instructions. Scope was back in two weeks from when I shipped. Lenses has some light scratches. Probably from my poor cleaning techniques ?!? They either polished these off or replaced the lenses. They looked brand new. I never asked what they did. They also replaced or refinished the tube and turret covers. Whole scope looked brand new. That was early last summer (2012).