had about a 10 day turnaround on a new vortex viper, was a scope i bought for a buddy, sent it away, the tech phoned to go over the issue we were having with getting the scope on paper and dialed in, , they fixed the issue, then sent it back , works perfect, and they threw in 4 vortex hats for the trouble, they kept us in the loop with either a quick call or an email and also with the area rep just to make sure everyone knew and was on the same page, they got a customer for life with that kind of service!
fyi , it was a simple mistake, the markings on the dials were backwards, so left was right and up was down..lol, new dials and good to go