Thread: Vortex Guarantee can't be faulted

Vortex offer a lifetime no fault guarantee on their scopes.

I had cause to test this recently.

I had a Vortex scope damaged in an accident.
I'm not the original purchaser and didn't have details for the original retailer.

Scope damaged on a Friday. Emailed Vortex on Saturday.
Australian agent contacted me on the following Monday with details for their warranty agent in Auckland.
Scope sent to Auckland agent on the Tuesday (arrived on Wednesday) for assessment.

Today a brand new replacement Vortex scope arrived - 19 days after the accident, 14 days after sending the scope to the Auckland agent.

That's quality service.
No complaints, only compliments, from me.

So many people are quick to complain, fewer are quick to praise when it is due.

That's great news.

And also very interesting. It means something must have changed with ExtraVision, the Aus/NZ agent. Previously, they would not honour the warranty if you couldn't prove the scope was bought in Aus/NZ. They'd just tell you to send the scope to Vortex USA (at your cost) and that was a who-knows-how-long kind of exercise.

There's been some robust fights with ExtraVision over this. It still says at much on their website - you need proof of Aus/NZ purchase.

After the last fight I was involved with, and from your story, I suspect Vortex USA has told ExtraVision to pull their heads in and honour the "VIP Warranty" no matter what. Considering it's such a big part of their marketing, I suspect its not worth Vortex USA having Aussies dicking customers around.

Really pleased to hear this as it sets a precedent for others that don't have proof of purchase for whatever reason.

Ok, you have expressed your satisfaction with us; well done.

BUT, don't overlook sending your approval to the Australian and Auckland chaps and also informing them that you have shared your satisfaction and pleasure with their service with us, many members of a NZ wide Hunting and shooting website .

Hmmm. Read this off the Vortex USA website... The last sentence is what ExtraVision have been using as a reason not to honour products with no proof of purchase in Aus/NZ.

It's also interesting that this page on the Vortex USA website didn't used to explicitly state this, up until quite recently, as I was fighting ExtraVision over a damaged range finder on behalf of the land owner where I shoot. He did buy it in NZ but threw the box (and presumably the receipt) in the firebox.

https://vortexoptics.com/vip-warranty

The Vortex Worldwide Lifetime VIP Warranty covers your purchase worldwide through the distributor or dealer in the country where you purchased your product.
Distributors and dealers in countries other than where you made your purchase may apply service charges due to different rules and regulations in that country.
We recommend you make your purchases from your local distributor or dealer to ensure you get the best service should there ever be a need.
Products shipped from the USA out of the country are considered Gray Market Products and are not covered by this warranty.

I got fucked around and fobbed off when I had an issue with a Gen 1 PST. Vortex USA didn't want a bar of it and referred me to the Aus/NZ agent who virtually told me to pound sand because I bought it from Optics Zone years ago before Vortex was even represented in New Zealand.

Originally Posted by Beavis

I got fucked around and fobbed off when I had an issue with a Gen 1 PST. Vortex USA didn't want a bar of it and referred me to the Aus/NZ agent who virtually told me to pound sand because I bought it from Optics Zone years ago before Vortex was even represented in New Zealand.

Way back when Vortex first started out I bought a Vortex scope off Opticzone. It had a problem with the point of aim moving when the power ring was rotated.
Opticzone had a return to them warranty but you also had to pay freight back from them. I however sent the scope direct to Vortex who paid for the return.
I had no issues with Vortex except for them saying they found nothing wrong. Strange thing was the scope was minus the point of aim shifting fault on its return.
There was no NZ/Oz agent back then, thank goodness.

You really have to wonder just how quality the product really is when they just hand out new ones everytime there's an issue with one. Saw a video on YouTube going around their headquarters in the USA and they got to the "repair shop" and the only products in there were a few Razors... Everything else seems to have a "if its got a scratch just send them a new one" sort of policy

https://m.youtube.com/watch?v=uo6lYj4xpQs

What he says from 5min40s

Yeah. Heard this all before. Many times. It’s a numbers game.

Simple fact is the two Viper PSTs, the two 1500 rangefinders, and the Diamondback binos, have given me amazing service. Hard case, out there doin’ it... rain, extreme heat, snow, humidity, ozzie outback bulldust, two really bad drops off the bonnet of the ute, about 70,000km of insane outback corrugated tracks bouncing around in the ute, plus another unreasonable five years of Ruapehu papa mud, god alone knows what else... and these products are going strong as and I’ll never part with them! All these Vortex items are 7+ years old.

For the money, the high likelihood is you’ll be fine with Vortex. Some get freaked out by our fellow members on here punting their Nightforce and Swaro and whatever, as if anything lesser is an embarrassment. I say bugger that, I shoot enough meat and pests to justify my existence and way more besides. No, they aren’t the best in low light, yes the image at 24x is a bit iffy.

The three warranty claims I’ve been involved with have all been unintentional damage related. It’s harder than mechanical defect, that’s my impression.

But pls don’t go on an anti-Vortex mission, our OP has had a win! This is good. The issue is the promotion of the warranty... and the behaviour of the local agent... who is bloody wonderful if you have the receipt and potentially a **** if you don’t. No different to Ampro, the local March guy (apparently) and a rifle that won’t shoot straight from Gun City!

@Cyclops pleased to hear that, as I have just brought a new Razor lht 3-15.

I queried the nz/oz rep recently to get another quick release plate for my vortex pro gt tripod. No response. Contacted vortex directly and the international sales manager shipped one free of charge to me. Also sent a bunch of apparel as well. Can't vouch for the rep, but head office went over and above for a $5 part!!!

Several years ago I had a problem with a sparc red dot ripped the rubber cover off the on off switch and got water and mud in it. Got fobbed off locally as I'd brought it second hand. Contacted the states and emailed them a bunch of photos and offered to post it back. A new one turned up a month later. I've also lost turret caps and same thing. They seem customer focused all right.

Warranty needs to be top notch on products like this, its a very competitive market in hunting optics out there. If you can offer a hassle free warranty, then you are likely to keep using that product and not go to a different brand. It's a simple marketing strategy to be competitive and to gain respect for your product and service.

Has anyone had a good experience from Extravision?
I've not heard a single good word spoken about them, including from multiple dealers.

Originally Posted by Beetroot

Has anyone had a good experience from Extravision?
I've not heard a single good word spoken about them, including from multiple dealers.

I can't fault them with my recent experience with them as the local agent for Vortex.
Can't speak for others.