Vortex Customer Service and VIP Warranty - Super Positive Experience!

onthex

Sport Shooter - Pro Hunter
Hessian
Online Training Access
Belligerents
Minuteman
Dec 7, 2018
101
45
34
Tennessee
www.excel-marine.com
I have to give a shout out to Vortex Optics and their GREAT warranty and customer service. Wednesday I received a new Vortex PST 1-6x24 that I am putting on an gun to give to a friend on Sunday who will be celebrating 20 years in Army Special Forces. When I first mounted the scope the illumination worked fine, but after shooting a few rounds through it yesterday it would only turn off part of the time. I called Vortex customer service to have them trouble shoot. While on hold I got the scope functioning properly, but the customer service rep (her name was Erika) politely insisted that I send the scope back. Her reasoning was that the scope might fail again, and anything less than perfect would not be good enough. I told her that I appreciated that, but that it was imperative that I have the gun and scope good to go by Sunday. She said, "No problem, we want to take care of this soldier as much as you do. I will overnight you one right now with a return label so you can send the first one back". I told her that would be great and started to give her my credit card number. She then told me that she did not need it, she would send the new scope at no charge, and that she trusted me to send the first one back!

I have to say that I was truly blown away by this, and I will be a Vortex user and fan from now on. Great job Vortex and Erika, and thank you for supporting a super product with excellent customer service!
 

koshkin

Dark Lord Of Optics
Belligerents
Feb 22, 2006
2,148
2,016
219
Los Angeles
www.opticsthoughts.com
Good story. I just sent in a 2-8x32 Diamondback HP that had a reticle issue. That scope is discontinued and since they decided to replace it, they gave me a choice of four difference scopes to select from of equal or greater value. Can't fault the service, that's for sure.

ILya
 
  • Like
Reactions: 5RWill

CBDR

Sergeant
Belligerents
Mar 4, 2017
327
101
49
Jacksonville FL.
Two months ago when I called Vortex about making sure my new AMG was registered. The nice lady explained to me that my concern for completing an on-line registration was not how Vortex does business. Short story. We have it from here sir. If you have any problems, just contact us and we will take care of it. WOW, sure can not say that about a lot of other manufactures. I have heard from several others at the hide Vortex CS is GTG.
 
  • Like
Reactions: onthex

koshkin

Dark Lord Of Optics
Belligerents
Feb 22, 2006
2,148
2,016
219
Los Angeles
www.opticsthoughts.com
Wish Ultradot had that same mentality.
To be honest, I do not know how Ultradot stays in business. I generally let the product stands on its own merit, but there are exceptions. I had some questions for them on a couple of occasions and, apparently, them answering questions about their own products was a form of them doing me a favor. I figured it is more trouble than it is worth, so I have been ignoring Ultradot ever since. The market is full of competent red dot sights made by people who support their product.

ILya
 

DownhillFromHere

Private
Belligerents
Minuteman
Nov 30, 2017
285
220
49
My son bought a used Strike Eagle from LGS as they were out of new ones. Short version is the scope was optically defective in a way not at all obvious in the store. Called Vortex, told them I’d bought the scope USED. No matter, said Vortex; they overnighted a new one with return label for the bad one.

That was several scopes ago. While I’ve been behind scopes I like better, they also cost many hundreds of dollars more than my two Razors and two Viper PSTs.
 

Carlos Danger

Private
Belligerents
Minuteman
Jan 29, 2019
206
189
49
I bought one (Ultradot) for my .44 mag hunting pistol on a recommendation from a friends father, who's opinion I value. He swore by them. First year out, 2nd day of deer season I get to my spot, do an equipment check, and great....fogged out. Day is over. I get in touch with customer service...no problem...send it back and we'll fix it for free. How long will that take? Oh, probable 2-3 weeks. 2-3 weeks?! That's a huge chunk of the season! How bout you send me a replacement next day air as soon as you get mine? Sorry, that's something we just can't do. Well, thanks for nothing. Last one I buy.
 
Last edited:

onthex

Sport Shooter - Pro Hunter
Hessian
Online Training Access
Belligerents
Minuteman
Dec 7, 2018
101
45
34
Tennessee
www.excel-marine.com
UPDATE: Scope arrived just as promised. To my pleasant surprise they had also thrown in some Vortex swag including a Flexfit cap and a couple of nice koozies. Really cool!
 
  • Like
Reactions: Darqusoull13

gnochi

Private
Minuteman
May 6, 2019
88
32
24
Orange County, CA
I bought one for my .44 mag hunting pistol on a recommendation from a friends father, who's opinion I value. He swore by them. First year out, 2nd day of deer season I get to my spot, do an equipment check, and great....fogged out. Day is over. I get in touch with customer service...no problem...send it back and we'll fix it for free. How long will that take? Oh, probable 2-3 weeks. 2-3 weeks?! That's a huge chunk of the season! How bout you send me a replacement next day air as soon as you get mine? Sorry, that's something we just can't do. Well, thanks for nothing. Last one I buy.
I hope you’re talking about Ultradot, not Vortex!
 

8pointer

Sergeant of the Hide
Belligerents
Minuteman
Nov 20, 2018
238
62
34
Same experience few years ago middle of rifle season woman at Vortex CS just FedEx'd me a new one as soon as mine arrived at the mother ship rather than make me wait on a repair. New Burris owner hope I don't ever need them, but Vortex set my expectation bar pretty high would be difficult to match/surpass
 
  • Like
Reactions: gnochi

onthex

Sport Shooter - Pro Hunter
Hessian
Online Training Access
Belligerents
Minuteman
Dec 7, 2018
101
45
34
Tennessee
www.excel-marine.com
Took it out and shot it yesterday afternoon. Illumination operates just as it should and it tracks perfectly. Got it sighted in, and now I am about to deliver gun and scope!
 

Shifty6BR

Sergeant
Belligerents
Nov 8, 2013
176
85
34
IL
Good stuff!! I'll share my Vortex customer service xp since we're sitting around the campfire.

I had an hs-t on a 452 that got knocked off my tailgate landed dead flat on the ocular end of the scope. Pretty much destroyed any chance of using the magnification as it bent body most likely, it was in bad shape and in my assessment done. This was no mfg defect.

Contacted Vortex, they instructed me to send it in anyways and see if anything could be done at all. Several days later I received an email stating the old scope was indeed doa, along with tracking info that a new replacement was on the way, no charge.

Quality stuff right there.
 
  • Like
Reactions: USMC_JA and onthex

TxWelder35

Private
Minuteman
Oct 17, 2018
96
97
24
Had a Viper HS that was having issues hiding zero, filled out the warranty form and sent it via the USPS priority mail. Never talked to Vortex then selves just sent it in. 6 days later the scope was back in my hands with a whole laundry list of things Vortex did to the scope internally that I hadn't even asked them to do.

No request for payment, no hassle.

My experience and others with similar will make me a Vortex customer for life. Vortex will always be my first option for optics

Every manufacturer will have issues eventually, I don't care who it is. What matters most is how they handle them
 
  • Like
Reactions: onthex

DannC

Sergeant
Belligerents
Oct 3, 2014
205
70
34
Mount Gilead, NC 27306
Sent a three month old Gen2 viper PST back for a perceived non exsistant problem and received a new scope in ten days no charge. Vortex "may not " be the very best product on the market but I don't see me owning anything else.
 
  • Like
Reactions: onthex

Fret

USAF Retired
Belligerents
Nov 14, 2017
187
99
34
N Idaho
Reading this makes me feel more confident since I'll call and test the Vortex CS tomorrow after I get back from my early morning trip to the range tomorrow.

Went to test different ammo out on a new .223 AR upper on a 100 yard target today. The parallax on my AMG would focus at around the 500 yard mark on the knob if starting from the 25 yard mark and focus around 150 yards going the other direction from the infinity mark. And even when it's set on the infinity mark, relatively close objects will still be in focus. My other AMG isn't like this.

Hope they can fix it since it's the model that even the reticle is made in the USA.
 

Dank27

Sergeant of the Hide
Hessian
Belligerents
Minuteman
Jun 5, 2018
212
25
34
New Yorkistan
I have had nothing but good experience with vortex. A few years back my wife tossed all my scope boxes (springcleaning 🖕🏼🖕🏼)

I reached out to see if new boxes could be purchased and explained the circumstances. After they had a good laugh at my expense they sent me a package about 10day later with all the boxes I requested, and a boat load of swag and stickers.

Even called me a few days later to comfirm it was the right stuff.