Vortex Warranty - an odd situation that ended up great

[stickhunter]

Hi all,

I recently purchased a used Vortex scope from an online dealer, and when I received the scope, I immediately had some concerns about its appearance and function. I contacted Vortex Canada by email, and received a same-day reply asking me to send the scope in for inspection, which I did. The service rep with whom I spoke had mentioned that the scope would likely need to be sent to the US for inspection, and that that could delay a resolution; however, upon receiving the scope in Guelph, the representative was able to do a cursory inspection and immediately issued me a replacement, without any delays.

Without getting into specifics, this was not a standard warranty case, for which Vortex already has a very good reputation for handling. I was expecting the outcome to be a return of the scope to the dealer for a refund, so Vortex offering a replacement was well-beyond what I was expecting.

Through a series of half-a-dozen emails, Vortex was always very prompt, courteous, and thorough with their responses to my questions. I was very impressed, and just wanted to publicly acknowledge the quality of Vortex after-sale support --- it lived up to its reputation.

Lastly, I want to make it clear that this was not a damage or quality issue with the Vortex scope --- I truly wasn't expecting the outcome that Vortex offered, but I'm very happy that they stepped up and took care of the problem in the way that they did. I've been a long-time purchaser of Leupold optics based on the warranty and quality of Korth's support, but I will certainly consider Vortex in the future as well.

 

[Daver_II]

Glad to hear your experience was positive. I also had a positive experience with their VIP warranty.

I dropped a rifle directly on the scope bending the top turret. Vortex took great care of me even though I was a dumb ass.

I have owned many rifles, scopes, and a lot of gear... I can tell you that accidents happen.

Vortex's business model was to provide low-midrange products that are great value for the features they possess. I am sure the failure rate is relatively low, and the incident rate of idiots like me are lower. I have owned multiple vortex offerings because they have all worked and for the peace of mind they offer.

Lately I have started switching to higher end gear, but that does not change my opinion that vortex is good gear on a budget, and their business model is solid.

 

[safehunter]

I also was impressed with my Vortex experience. I stripped the screw in my sparc. One email and a new one was at my door in under a week - free of charge.
Agree completely Daver: Good gear on a budget with a solid business model.

 

[AlbertaJohn]

I was given an old Vortex spotting scope and one day I dropped it and the mirror in the elbow broke loose.

I sent the scope to Vortex in Guelph Ontario and they inturn set it to the US..

About a month later the scope arrived back home and Vortex fixed it free of charge and I didn't even have the bill of sale for the scope.

I was very pleased with the Vortex VIP warranty.

 

[Gatehouse]

I think I've dealt with most of the optics companies warranty dept- Vortex, Leupold, Swarovski, Zeiss, Leica, Bushnell, Holosun...and others.

Vortex is great, they keep you updated pretty good with automated emails, too. Leupold you send it off, they never talk to you unless it's your fault then they tell you they will fix it at your cost. Bushnell takes forever but they usually make it right. Holosun warranty is very impressive for an inexpensive red dot company. The Euro warranties often take a long time.