My Experience with Vortex Optics Customer Service

[JoeMal]

I recently bought a Vortex Viper 6.5-20x 44mm scope for a new Savage .223 bolt rifle I also recently purchased. I was excited for the Vortex considering all of the grand things I have heard about their products and the warranty that backed their products.

Before I go any further, let me say that I am extremely pleased with my Viper scope and this post has nothing to do with the scope itself. The scope has performed well, is extremely crisp and clear, and holds zero each and every time I take it to the range.

My problem occurred when I noticed a small, maybe quarter-inch sized crack on the objective lens cover around where the nylon 'bungee' cord is attached. This wasn't a huge deal, except for the clear plastic lens cover itself fell out a time or two when handling it simply because it didn't have a good seal. So I contacted Vortex to see what they could do and to notify them about the issue; maybe it was a manufacturing issue and all of their covers were coming out this way.

My email was promptly (within 24 hours) replied to by a nice lady named Julie, who assured me she would ship me a new lens cover at no charge. And they did; I received the new lens cover a few days later.

However, I noticed something when unpacking the lens cover. This cover had the exact same problem. Same crack, same spot. I quickly notified Julie of the issue and expressed my concern with the cover. She apologized and mentioned something about "I should have thought about the packaging", as if she was blaming USPS for causing the damage due to poor packaging.

Nevertheless, I received my third lens cover. Included in the box with my new lens cover was a Vortex hat, styled in Mossy Oak camo. It's a nice hat, and I appreciated the gesture considering the circumstances. The new lens cover was in solid condition, and it didn't have the crack the previous 2 lenses had. So I set the lens cover down on my desk and forgot about it; I was just happy to have a good lens cover.

A few days later I decided to pull out my rifle and swap the covers. So I go grab the Savage, and what do you know....the new lens cover doesn't fit my scope. It was a tad too small, like they shipped a 40mm cover instead of a 44mm.

So now I'm back to square one, with 2 broken lens covers and a third lens cover that doesn't fit my scope. Once again, I contacted Julie about the issue and she is now going to ship me yet another cover, hopefully this one will fit my scope and be free of cracks. She also asked me about my shirt size, so I'm assuming this time I'm also going to get a T-shirt out of the deal.

I should have the new cover by the end of the week. I will post back here what happens...I just figured I would post my experience for those who are interested. I'm not sure what to think...the first time, I understand it happens. But shipping another broken cover and 'blaming' the shipping/packaging itself sounds like a cop-out to me...then plain-old user error sending me the wrong size cover the third go around really made me mad. :banghead:

/vent

 

[Sky]

Yep sorry for the hassle; I just wonder how many other companies would have done the same thing for you? I only called CS once about a Strikefire Red dot; I was very pleased with their response and consideration but there were no mess ups.

 

[JoeMal]

I just wonder how many other companies would have done the same thing for you?

I've heard of many, many, many companies who are extremely happy to send parts/supplies to those who need them. So honestly, I think any company would be willing to do this. Specifically, Lee, Hornandy, Marlin, Remington, and Savage are those I can think of right now without putting effort into it. I think it's their duty to make it right...it's not like they are doing me any favors. It came broke in the first place.

It's like buying a new TV and the remote having a crack in the case. You would expect a replacement regardless of the manufacturer. They are at least trying to make it right.

 

[atblis]

Eh, frustrating I suppose. Sounds like decent service to me.

I had a Vortex Viper arrive with something on the reticule (a hair maybe). I called them, and the sent me a new scope no questions asked with a return label for the old scope.

Actually, it does seem like most gun related companies have good service. I think it's a combination of what gun people expect and demand, but then also the sort of people who are in the gun stuff business. The only company I've ever had repeated bad experiences with is EAA. I still wonder how those jokers are still in business.

 

[Mr_Pale_Horse]

B for effort (maybe you can use the hat as a lense cover?)

C for execution (anybody want to spot check the replacement(s) before shipping them?)

F for lens cover quality (2 with the exact same problem sounds like a process issue)

 

[JoeMal]

F for lens cover quality (2 with the exact same problem sounds like a process issue)

That's what I said...but Julie assured me the second time it was not broke when she put it in the box and it was due to 'poor packaging', which I'm nearly sure Vortex was the ones who packaged the cover. Even if they had USPS do it, they should still check to make sure it was up to their standards. Like I said, they are working to get it right for me, I just didn't think it would take 4 attempts.

 

[Sock Puppet]

Sounds like they may have received a bad batch of covers from their supplier, and that they are going above and beyond to make it right. I don;t own any Vortex products so I've never dealt with them, but I would be satisfied with the level of service and support they are offering. How many companies have we all dealt with where we can't even get them to answer the phone, let alone work on an issue continuously until the customer is satisfied?

 

[JoeMal]

and that they are going above and beyond to make it right.

But once again, it's not like I'm asking for 'above and beyond' service. I'm asking for a working product that I never had to begin with. It was broken the first day out of the box. So no, I'm not asking for 'above and beyond'. I'm asking for what is expected and what I paid for. Any company who isn't willing to stand by that are crooks IMO

 

[Walkalong]

I recently bought the same scope with the fine cross hair dot reticle. The lens covers inserts on both the front and back pop out at the drop of a hat. I figured oh well, no big deal, and tossed them on a shelf. I guess I could super glue them in.

Scope is great though.

 

[JoeMal]

I'm thinking super glue might have been a better option for me lol