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Perhaps ATN is sufferings because of Covid-19 and cannot keep a staff to properly respond?
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Welcome to your first experience dealing with ATN. Their customer service has the reputation of being the worst in the NV/Thermal business. No reason to believe that it will improve if you buy their product and have a problem with it.
I know ATN is less expensive than many options, but aside from their poor reputation for CS, consider this as well...
https://www.yahoo.com/news/russia-st...090013609.html