FrankD
Well-known member
I wanted to share a little experience I just had with Vortex Optics' customer service. Three days ago I took my Razors out to look for a Rough-Legged Hawk that has been frequenting my area for the last week or two. After returning home I had my hands full of gear and accidentally let the Razors slip from grasp just as I walked into my basement.
They landed on the front rim of the right barrel. The five foot drop onto a cement floor did not do any external damage to the binoculars. There is no dent in the barrel or splitting of the rubber coating. However, upon placing the binocular up to my eyes the images seemed somewhat out of focus. The alignment seemed fine but I could feel the eye strain a bit to get both barrels in focus at the same time. I checked the diopter setting and it continued to show the "zero adjustment" setting I typically have all of my bins set for.
In an effort to get both barrels to the same point of focus I fiddled with the diopter. The diopter now has to be set at +5 in order to achieve the same point of focus. I proceeded to use them over the next day to determine if this was the only consequence of the accident and it appears to be the case.
After giving it some further thought I decided I would contact Vortex to see if I could send them in and have them looked over. I emailed them and received a reply later the same day. My options are as follows...
1. I can send them back and they will repair any problems with them free of charge and get them back to me as soon as is humanly possible.(I got the feeling of about a week or so but wasn't given a specific time frame.)
2. I can send them back and, in exchange, they will send me another pair immediately (2nd day Air) upon my request so I do not miss out on the opportunity to use them for some event or trip.
Take a guess which option I went for?
Based on the information listed for their VIP warranty I was somewhat expecting the first option available but I was totally unprepared for the second oppportunity!
Now, the issue may pop into some folks heads that I am receiving some type of special treatment because I posted some positive comments in regard to the Razor. This could not be further from the truth. This opportunity is available to anyone that owns a Vortex binocular and is in need of a replacement in short order because of some problem they may experience. When asked what happens to the model I sent back I was told that they repair it and then use it as a demo/display model.
How is that for customer service? I am still sitting here wondering if I heard the gentleman correctly but the proof will be on Thursday when the replacement Razors show up at my door.
I had to share it with you guys especially after some of the horror stories I have read on here from some of the other manufacturers.
They landed on the front rim of the right barrel. The five foot drop onto a cement floor did not do any external damage to the binoculars. There is no dent in the barrel or splitting of the rubber coating. However, upon placing the binocular up to my eyes the images seemed somewhat out of focus. The alignment seemed fine but I could feel the eye strain a bit to get both barrels in focus at the same time. I checked the diopter setting and it continued to show the "zero adjustment" setting I typically have all of my bins set for.
In an effort to get both barrels to the same point of focus I fiddled with the diopter. The diopter now has to be set at +5 in order to achieve the same point of focus. I proceeded to use them over the next day to determine if this was the only consequence of the accident and it appears to be the case.
After giving it some further thought I decided I would contact Vortex to see if I could send them in and have them looked over. I emailed them and received a reply later the same day. My options are as follows...
1. I can send them back and they will repair any problems with them free of charge and get them back to me as soon as is humanly possible.(I got the feeling of about a week or so but wasn't given a specific time frame.)
2. I can send them back and, in exchange, they will send me another pair immediately (2nd day Air) upon my request so I do not miss out on the opportunity to use them for some event or trip.
Take a guess which option I went for?
Based on the information listed for their VIP warranty I was somewhat expecting the first option available but I was totally unprepared for the second oppportunity!
Now, the issue may pop into some folks heads that I am receiving some type of special treatment because I posted some positive comments in regard to the Razor. This could not be further from the truth. This opportunity is available to anyone that owns a Vortex binocular and is in need of a replacement in short order because of some problem they may experience. When asked what happens to the model I sent back I was told that they repair it and then use it as a demo/display model.
How is that for customer service? I am still sitting here wondering if I heard the gentleman correctly but the proof will be on Thursday when the replacement Razors show up at my door.
I had to share it with you guys especially after some of the horror stories I have read on here from some of the other manufacturers.
