Awesome experience with Vortex. I have two of their scopes already but wasn't aware just how awesome their customer service is. Here's my tale:
Bought a new open box Spitfire ar off ebay. Arrived and was missing the turrets, manual and tool. Whatever I'm cool. Emailed vortex and said hey how much are turrets? Tim(I reference people by name when credit is due) emailed back and replied no charge for parts, they're in the mail! I thought Holy crap didn't even get the chance to respond. So I start messing with the optic and it won't turn on. Three different new batteries, confirmed good charge via multimeter and the optic just won't respond. So I get on vortex chat and say hey, this is what I bought AND where I bought it, full disclosure and it won't work. How much to repair it? Josh replied nothing, it's free. Call the repair line so we can set you up. I was floored. So I called customer service and talked to Brian, again explained the situation and he confirmed yup, lifetime transferable warranty no matter where you bought it. Whoa! But it gets better. So he looks me up in the system and says ah, see we're sending you turret caps, we'll hold those till we get your optic. You said it was an open box, is it missing anything else? I mention yes the manual and the adjustment wrench. He says cool, WE'LL ADD THOSE TO THE BOX WHEN WE RETURN IT!! ***!?! I CAN'T HANDLE THIS LEVEL OF CUSTOMER SERVICE!! Then he says alright I'm emailing you a PREPAID RETURN LABEL! just get it in the mail and we'll do the rest. And all this from an American made vet owned company. They have my business for life! Oh and Brian added we'll throw in some stickers as well. *swoon. Man. I was floored. Amazing experience.
Bought a new open box Spitfire ar off ebay. Arrived and was missing the turrets, manual and tool. Whatever I'm cool. Emailed vortex and said hey how much are turrets? Tim(I reference people by name when credit is due) emailed back and replied no charge for parts, they're in the mail! I thought Holy crap didn't even get the chance to respond. So I start messing with the optic and it won't turn on. Three different new batteries, confirmed good charge via multimeter and the optic just won't respond. So I get on vortex chat and say hey, this is what I bought AND where I bought it, full disclosure and it won't work. How much to repair it? Josh replied nothing, it's free. Call the repair line so we can set you up. I was floored. So I called customer service and talked to Brian, again explained the situation and he confirmed yup, lifetime transferable warranty no matter where you bought it. Whoa! But it gets better. So he looks me up in the system and says ah, see we're sending you turret caps, we'll hold those till we get your optic. You said it was an open box, is it missing anything else? I mention yes the manual and the adjustment wrench. He says cool, WE'LL ADD THOSE TO THE BOX WHEN WE RETURN IT!! ***!?! I CAN'T HANDLE THIS LEVEL OF CUSTOMER SERVICE!! Then he says alright I'm emailing you a PREPAID RETURN LABEL! just get it in the mail and we'll do the rest. And all this from an American made vet owned company. They have my business for life! Oh and Brian added we'll throw in some stickers as well. *swoon. Man. I was floored. Amazing experience.