| Equipment & Gear > Scopes and Optics |
| Vortex Optics customer service |
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| jackelope:
I don’t want to turn this into a Vortex sucks conversation. I’ve always been a middle of the road budget gear guy. I don’t have a ton of money to spend on Swarovski optics or the like. Mid price range stuff has always been sufficient for me. I got bit by the Vortex bug several years ago. Bought myself a few rifle scopes, a pair of 15x56 Vulture bino’s and a Viper non-HD 20-60x80 spotting scope. Fast forward to 2017 and Rainier10 and I are sitting on the side of a mountain looking at mountain goats. I go to pull my spotter out and it has completely unthreaded itself inside its neoprene sleeve. Not sure what the heck. I get it screwed back together and it seems to work fine, but I emailed Vortex when I got home and they had me send it in for a repair. Got it back a week later better than it was. They fixed whatever they fixed, cleaned and serviced it and purged the air out of it or whatever. Fast forward again to 2019 opening day of deer season. I pulled my spotter out to find it’s essentially unscrewed itself again inside the neoprene sleeve. Put it back together and just rolled with my 15’s on the tripod the rest of the weekend. Monday morning I emailed Vortex to ask what I should do. Never got a response. Got a little aggravated. This morning I get an email from Vortex saying my warranty claim has shipped. Huh? Then I get a text from my kid when she got home from school saying there’s a big box for me from Vortex Optics on the porch. I got home to find a brand new 20-60x85 Viper HD spotter waiting for me and a prepaid shipping label to send my defective one back to them within 30 days. What the heck? Granted their optics seem to have some issues but I have a hard time complaining when their customer service team goes above and beyond anything I expected to make it right. So thanks, Vortex. I appreciate your stand up customer service. |
| Pinetar:
--- Quote from: jackelope on October 15, 2019, 09:49:44 PM ---I don’t want to turn this into a Vortex sucks conversation. I’ve always been a middle of the road budget gear guy. I don’t have a ton of money to spend on Swarovski optics or the like. Mid price range stuff has always been sufficient for me. I got bit by the Vortex bug several years ago. Bought myself a few rifle scopes, a pair of 15x56 Vulture bino’s and a Viper non-HD 20-60x80 spotting scope. Fast forward to 2017 and Rainier10 and I are sitting on the side of a mountain looking at mountain goats. I go to pull my spotter out and it has completely unthreaded itself inside its neoprene sleeve. Not sure what the heck. I get it screwed back together and it seems to work fine, but I emailed Vortex when I got home and they had me send it in for a repair. Got it back a week later better than it was. They fixed whatever they fixed, cleaned and serviced it and purged the air out of it or whatever. Fast forward again to 2019 opening day of deer season. I pulled my spotter out to find it’s essentially unscrewed itself again inside the neoprene sleeve. Put it back together and just rolled with my 15’s on the tripod the rest of the weekend. Monday morning I emailed Vortex to ask what I should do. Never got a response. Got a little aggravated. This morning I get an email from Vortex saying my warranty claim has shipped. Huh? Then I get a text from my kid when she got home from school saying there’s a big box for me from Vortex Optics on the porch. I got home to find a brand new 20-60x85 Viper HD spotter waiting for me and a prepaid shipping label to send my defective one back to them within 30 days. What the heck? Granted their optics seem to have some issues but I have a hard time complaining when their customer service team goes above and beyond anything I expected to make it right. So thanks, Vortex. I appreciate your stand up customer service. --- End quote --- What are the odds - I purchased the exact same spotting scope 4 years ago for use on a window mount, never leaves the truck as I have a Swarovski that I use the most. This scope has always been in my truck in the neoprene. It did the exact same thing as yours, un-threaded itself. Which is amazing to me how it can un-thread itself in the neoprene just sitting on my rear seat. I sent it back and they warrantied it and fixed it, no questions asked. Hopefully it doesn't happen again like yours but sounds like they will take care of it if it does. |
| jackelope:
It’s really weird. You have to wrestle with the sleeve to get it off and on. How the heck it comes unscrewed I’ll never know. I wonder if the threads are somewhat stripped. |
| Pinetar:
Ya it is very strange. I tried to figure out how it can come unscrewed when it is in that neoprene sleeve that goes on so tight, just doesn't seem possible especially when it just sits on my rear seat and doesn't get abused. It does have plastic threads if I remember right. Hopefully this time it holds up but Vortex certainly took care of it quickly but they never gave me an answer to why or how this happened. |
| Weatherby92:
I've had the same great experience with Vortex customer service when a binocular lense went blurry..... not sure why it happened, Vortex never asked, they just sent me a new pair of bino's. Glad you had a good experience with them. |
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