THIS is how service should be... (2 Viewers)

[chill6x6]

Hi,

So I bought a new Vortex Razor UHD 10X50 over the Christmas Holiday. I saw a good deal and said why not? I liked the binocular optically BUT the hinge tension was a little on the loose side and the focus adjustment was too hard to adjust. I decided to return it and see if they could take care of this.

As many of you may know....there was no "registering the binocular." Vortex didn't ask where it was purchased or even the purchase date. I printed a form from the Vortex site, filled it out, and included it with the binocular and I sent it to them.

Returning progress was as such:

05/21/24- Binocular was sent Express Mail to Vortex in Barneveld, WI.
05/24/24- Got an email from Vortex stating they had received my binocular.
05/31/24- Got an email the issues had been remedied and Vortex was shipping the binocular back to me.
06/04/24- I received the binocular.

WOW! Just WOW!

I'm guilty of saying negative things about Vortex products. I sure have. I have to admit the MIJ to MIC thing didn't set well with me. I guess I'm going to have to change my tune. This was the best and easiest optics service I've ever gotten. Period. Literally night and day between this service and any other optic service I've ever had. And you know, if Vortex can do it, ANYONE can do it!

I do need to say something ABOUT the actual service... My Razor UHD 10X50 now has as good of a focus adjustment as any binocular I have or have ever had. It's that good. Hinge tension has been adjusted to where it should be. Everything was written out on the service order....what I asked for and what was done. On top of this a seven point Warranty Service Checklist was performed.

10 out of 10. BEST and most COMPLETE service I've ever had.

I was on the fence about buying a Razor UHD 8X32... not any more!

 

[jgraider]

Good stuff Chuck. I was one who was not on the Vortex bandwagon until about 6-8 months ago. The way Vortex took care of it's customers in light of the Liberty Optics meltdown, well, it was a first rate move that I doubt any other optics company would have done. The owner of Liberty Optics took orders and collected money for Vortex products he sold, but then didn't send the money to Vortex. Vortex went above and beyond to reach out to these customers and make sure the people who paid Liberty got the products they ordered even though Liberty never sent them the money. That's the kind of company I want to be associated with. Once again, a first class alpha move on Vortex' part. I want the 8x32 UHD as well.

 

[Wilbr]

I sent in my Viper HD 10x42(2018 version) last year because its focus knob was really tight. They processed my request very quickly and emailed me a prepaid shipping label. They returned mine around 2 weeks and I was able to bring it for my trip I guess their turnaround time is about 2 weeks as I read people from other forums said similar things. Their customer service to me so far is exceptional.

 

[chill6x6]

Good stuff Chuck. I was one who was not on the Vortex bandwagon until about 6-8 months ago. The way Vortex took care of it's customers in light of the Liberty Optics meltdown, well, it was a first rate move that I doubt any other optics company would have done. The owner of Liberty Optics took orders and collected money for Vortex products he sold, but then didn't send the money to Vortex. Vortex went above and beyond to reach out to these customers and make sure the people who paid Liberty got the products they ordered even though Liberty never sent them the money. That's the kind of company I want to be associated with. Once again, a first class alpha move on Vortex' part. I want the 8x32 UHD as well.

I didn't know a thing about this! Never heard of Liberty Optics. I of course I looked it up. There is quite a lot of info on this. Vortex really did go to bat for their reputation and product.

 

[Cest]

I have always had good service from Vortex. You call and a human being answers and helps you with your issue. I have found the same from Oberwerk and Maven.

 

[Hikerboy]

This just gives me even more reason to consider the 8x32 UHD. I own a few bins from the big 3, and can confidently say that the UHD's are on the (nearly) same level in terms of optical and build quality. Never thought I'd be excited for a vortex product, yet here I am.

 

[PNW Jack]

I’ve been extremely impressed with Vortex’s warranty service. I bought a used 10x42 Razor UHD for a ridiculously low price. I only got the binoculars though; no neck strap, lens covers, or case. After buying the binoculars I noticed that one of the metal eyecups beneath the outer rubber covering was bent. I called Vortex, told them that I bought a used pair of their binoculars but that one of the eyecups was dented and that I would like to purchase a neck strap, lens covers, and case for the binoculars. They told me they repair the eyecup, make a thorough inspection of the binoculars, make any additional repairs, and send all the accessories I desired for free. They even provided me with a prepaid shipping label to send the binoculars to them.

I sent the binoculars to Vortex and in just over a week I received the perfectly repaired binoculars with a detailed list of what was inspected, the owners manual, lens cleaning cloth, eye and objective lens covers, a neck strap, and two binoharnesses each with a case and rangefinder pouch. All of this didn’t cost me a dime. I am thoroughly impressed with Vortex’s customer service and their adherence to their lifetime warranty policy. They’ve got one extremely satisfied customer.

 

[giosblue]

Whether they are made in Japan or China, Vortex makes great binoculars and their after sales service is second to non.
I lost the centre hinge screw cap from my Razors. Contacted Vortex and they sent me four, free of charge, all the way from the states in less than two weeks.