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My Vortex Warranty Experience

Discussion in 'Long Gun Accessories and Optics' started by Skylerbone, Jan 29, 2020.

  1. Skylerbone

    Skylerbone Member

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    This is my unsolicited interaction with Vortex warranty claims. I have no affiliation with Vortex or any subsidiary thereof, just a guy who felt this was worth sharing. I felt the timing was rather unique as I’ve been shopping for scopes lately and was considering Nikon’s Black Series just as Nikon announced their departure from the rifle scope market. And while my interaction with Vortex as documented below was incredibly positive, I think Bushnell will be getting the nod for my next purchase.

    I swear I’m not some crazed Vortex fan, but I do own 4 different RDSs and a set of binoculars from them, none of which are what could be called premium. Just inexpensive workin man’s grade.

    Now my most recent Vortex purchase was a small reflex style sight, the “Venom” for use with a BuckMark .22 I acquired a few months back because frankly my open sights shooting left more to be desired than I care to admit and dot sights make everything a little more fun. Problem is, after 1 range trip with my new dot sight the party ended abruptly as I was preparing for my next trip out.

    Once realizing a dead battery was not the issue I grabbed my phone and placed a call to Vortex. After a 10 second wait, yes that’s a guesstimate but it was well under a half minute, a friendly voice greeted me and asked to be of assistance. I began with the nature of the problem, my troubleshooting routine, and then, believe it or not, I shut my mouth.

    Then Kathleen, the service rep concurred that the optic was most certainly defective, apologized for the hassle, and asked for my email address or physical address to send me a shipping label and return authorization. Information provided, she promised to send the forms, thank you’s were exchanged, and we hung up.

    That initial contact was Jan 15th from 4:45-4:49 PM. At 4:52 PM an email arrived with pdf attachments that I sent from phone to printer. Jan 16th I set my package out for USPS to pick up at my home, and the wait began. Jan 21st Vortex emailed me that they had received my red dot. Jan 24th I received another email that the problem had been solved and my optic would be shipped back to me. On Jan 27th I received a package from Vortex containing a new replacement unit.

    13 days total, including my initial call date, and, discounting weekends/timing, in their hands and back to me in 7 days, no questions asked and no expense. That is service worth writing about in this day and age. A little long-winded of me, as usual, but I think my confidence in their claim of VIP warranty service is solidified.

    Note call time (not the screenshot time at top) and length of call.
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    3 minutes after hanging up the phone I had a an RAF and label.
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    They let me know it got there.
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    They sent a replacement.
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  2. Varminterror

    Varminterror Member

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    Companies have realized the value in keeping customers, and the cost of losing them.

    Vortex does a great job in this. One example which sticks out for me - I called Vortex on a long shot to BUY a replacement part for one of their mounts. A student in my “build your own AR” class didn’t know how to run a torque wrench, and he SEVERELY over-torqued the base screws on a Cantilever Mount. It broke the clamping piece on the back side. I had hoped to buy a new part to replace the damaged piece. I explained the situation, admitting fault for the damage, and asking to pay for a new part, or for a new mount if parts were not available. The rep insisted they would send me a new mount at no cost.

    Bushnell also does a fantastic job in customer service. Swarovski as well. But in fairness, most do now, so it really doesn’t suit to do business with companies which don’t.
     
  3. brasscollector

    brasscollector Member

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    I live close to Vortex HQ (closer when it was still in Middleton) so I went in to buy some scopes a few years back. The guy selling me the scopes told me I could take my new scopes out into the parking lot and drive over the boxes with my truck and bring them back in and they would be fully covered. His only instructions were that I don't tell him how it happened.
     
  4. doubleh

    doubleh Member

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    That is what all companies should strive for.

    I have one even better but it concerns LaRue triggers . I ordered one for a S&W M&P and another for Colt's version of the same gun. The Smith worked perfectly, the Colt wouldn't reset. I called LaRue and told them my problem. The person on the other end of the line stated "Colt is the one we have had some problem with. I'm shipping you new trigger and it should go out today. Give me your email address and I'll send you a shipping tag. Please put the defective trigger in the box the new one comes in and return it to us at your convenience". The new trigger was here in two days and works perfectly. I returned the defective one the next day.
     
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  5. hdbiker

    hdbiker Member

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    I have two Vortex Diamondback, 4x12x40 scopes, one on a .243 and one on a .270 and I like them. Haven't needed warranty service yet but glad to here it is top notch . hdbiker
     
  6. 22250Rem

    22250Rem Member

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    Two Vortex scopes here, also. A Crossfire 2-7x 32 mm rimfire scope on a CZ-455 .22lr and a Strike Eagle 1-8x 24mm on a Henry Single Shot in .308. Haven't needed any type of customer service on them but it's nice to know how Skylerbone's experience was so positive. Thanks for posting and I'm glad they took good care of you. I'm basically a Leupold guy but my experience with the two Vortex scopes that I have would make me consider them again, especially knowing they stand behind their warranty.
     
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  7. TonyAngel

    TonyAngel Member

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    Yeah, whenever I have a need for an optic, I check out Vortex's offerings first to see if they have something that will fit my needs.

    Years ago, when Vortex was an unknown, I took at change and ordered one of their PST scopes. At the time, I was shooting long distance .308 and was using a 5.5-22X Nightforce. The Nightforce had 100 MOA elevation adjustment, I believe and I was using a 40 MOA rail.

    Well, I get the PST in, and low and behold, I liked it better. No, it wasn't built like a tank like the Nightforce and probably would't survive a fall down the side of a mountain, but the PST was plenty rugged for me and the glass was GOOD. Not Premiere good, but better than the Nightforce. My problem was that it didn't have enough elevation to fit my needs. So...I called Vortex. Get this, they had me send it in and they did something with the guts of the scope, took 20 minutes of elevation away on the down side and added it to the upside so that I could dial in the elevation that I needed. Well, that what I figured they did. I have no idea of the internal workings of a scope, all I know is that it did what I needed it to do and at 1/3 the cost of the Nightforce.

    Moral is, before you buy something like a Nightforce, you might wanna check out what Vortex has to offer. They have some pretty high end stuff now.
     
    Gordon likes this.
  8. ohihunter2014

    ohihunter2014 Member

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    Sitting in a bean field shooting woodchucks I attempted to "load" my cheap champion sitting bipod and it snapped, sending the rifle into the dirt. I then noticed a small piece of black flake on the inside of the scope. I called vortex and explained what happened and that it was the beginning of woodchuck season and I rely on that for deer hunting permission. I had a brand new scope and some bling in less than a month. They said they had powder coat issues and it flaked off. Even apologized.
     
  9. I6turbo

    I6turbo Member

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    Great experience there with Vortex. One of several I've heard but I've not had an issue with the one Vortex Viper I have.

    I've had a couple of similar great experiences with Burris (they honored their Forever Warranty, no questions asked, even though the damage to the scope was clearly from ham-fisted abuse and no fault of Burris'), and one with Sightron. It seems that some of these optics companies know how to avoid driving their customers to other suppliers. :)
     
  10. jmorris

    jmorris Member

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    Some have, nice to see this is one of them.

    I think it’s just getting older but I have noticed that I can have had many good experiences with business in the past but it doesn’t take near as many bad ones to loose me for good.

    I am pretty loyal to the ones that go above an beyond to ensure I remain a customer though.

    I do wish Dillon sold automobiles and opened a few restaurants...
     
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  11. MCMXI
    • Contributing Member

    MCMXI Contributing Member

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    I have quite a few Vortex products including two RAZOR HD Gen 2 scopes, three Viper PST scopes, RAZOR HD binoculars and three AR prismatic optics and would agree that their warranty and customer service is excellent. I will add that I've never had an issue with their higher end products, but their lower end offerings can be problematic, and I have first hand experience of that.
     
  12. Walkalong

    Walkalong Moderator Staff Member

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    Vortex gets my attention starting at the Viper PST Gen II level.
     
  13. MCMXI
    • Contributing Member

    MCMXI Contributing Member

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    Yep, that's a good place to start. I've had no issues at all with the Viper PST Gen 1 scopes and would certainly recommend those models if they can be found as new old stock. The RAZOR HD Gen II scopes are outstanding and are a good alternative to other top tier optics in that price range. I very much doubt they'll ever require a call to CS.
     
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  14. TomJ
    • Contributing Member

    TomJ Contributing Member

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    OP, thanks for the info. I'm on the fence as to whether I want to keep my Romeo One on the P320RX (it's currently at Sig for repair, and they won't send a replacement for at least a month), spend the money for a Trijicon RMR, which will be a stretch for me now financially or get a Venom. Your experience is what I've been reading from others and it has me leaning towards a Venom.
     
    Last edited: Feb 18, 2020
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  15. Skylerbone

    Skylerbone Member

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    A couple of pictures to give you an idea on size and sight picture. For pistol I’d be fine with the Sig and I think you’ll be satisfied once they return yours. No experience with the RMR. My cheap pistol dot is a Bushnell TRS-25 that while physically larger is a very solid performer that currently resides on my Beretta Neos.


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