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.

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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.

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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.

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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.

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

Iv had 2 issues with them, both sorted easily with an email to US office. First was a Razor LH that was sent with the wrong reticle and was going to take forever to replace, the second more recent was a replacement turret cap. Extravision said it was outdated and not available so I emailed the US again . They sent me a cap, dial and retainer plus a second spare cap and must have fizzed up the Aus dealer as they sent me another cap as well all free.

Sent a scope off to them before xmas. Never heard or seen again. Did contact the outfit it was sent to in Auckland to make sure it arrived, which it appears it has. Woman there said the agent only comes over from oz a couple of times a year to sort a pile of warranty stuff. They don't answer my emails so thinking it's time to flick one to the US and let them know so far their warranty isn't worth the paper it's written on. Or maybe life time guarantee means that's how long it takes to get sorted?

Sounds like our Aussie cousins need a great big fuckin’ kick up the arse.

All the negative feedback so far in this thread is entirely in line with my own personal experiences. But the upper end of their product range stands up well. Remember when all we ever heard about was how shit the Leupold service was? You get my drift, eh.

Must put my hand up and say I haven't followed it up as much as I probably should have. Just flicked them another email and if no reply then I'll try the the US and let them know what I think of our Aussie cousins.

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Originally Posted by r87mm

Must put my hand up and say I haven't followed it up as much as I probably should have. Just flicked them another email and if no reply then I'll try the the US and let them know what I think of our Aussie cousins.

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Go straight to the head office with your concerns. Your money wasn't slow to respond!!! Pm me if you want Vortex's International and Dealer manager's email. Top bloke to deal with.

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Originally Posted by r87mm

Must put my hand up and say I haven't followed it up as much as I probably should have. Just flicked them another email and if no reply then I'll try the the US and let them know what I think of our Aussie cousins.

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When you email the Vortex US office - CC the local distributor - can almost guarantee it will be actioned immediately because they will not want to risk losing the distributor licence by not following the brands promises

their warranty seems to be bullet proof - perhaps the local distributor may be hard to deal with (cant say) but as a brand i've seen them replace things no questions asked - house fire damage - replace, range finder left in the bush and found a year later - after snow melt - replaced, vehicle damge replaced.
I am looking at a Vortex for one of my rifles soon - bang for buck looks good and they stand by their product. I like Leupold, but to match a Viper PST or even the newish Strike Eagle you have to spend a lot with Leupold, NF, SB etc

I'm thinking i'll put the 5-25x56 Strike Eagle (34mm tube) on my RPR 6.5cm when I free up some funds - $1389 thats a lot of scope for the money

I’ve had good experiences with the warranty I’ve just gone through the shops I purchased through, I had a gen 1 viper with issues and they let me know it would be 2 month wait but I would be getting a gen 2 in exchange that was about 2 yrs ago though

yip thats good service alright.....FINALLY other companies have twigged they need to do it or Joe Public will just buy leupold.... for lifetime guarantee if nothing else.

Waited around 18mths for my scope to be warrantied, then they had stopped producing them and wanted to charge me to upgrade to the newer model. Took a lot of fighting. Got a new scope.
Won't buy anymore Vortex.

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Originally Posted by cambo

Waited around 18mths for my scope to be warrantied, then they had stopped producing them and wanted to charge me to upgrade to the newer model. Took a lot of fighting. Got a new scope.
Won't buy anymore Vortex.

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Was that the Australians or Americans @cambo?

Good to hear the warranty was well honoured , I have 3 vipers, 2 Diamondbacks and so far all are going well. I am looking at replacing the one on my 300 Win Mag with a VX 5 shortly. For the money you pay Vortex scopes are excellent value.

My experience with Extravision replacements under warranty has also been good.

My Barrett model 99 keeps munting Viper PSTs, and each time an email to Extravision (Helpful fella named Goran) has gotten me a new one pretty quick - Mostly issues with reticle debris floating around in the tube and parallax turrets going inop on me.

Despite what the marketing people told me, the mid range Viper stuff isn’t up to dealing with 50BMG and I’ve moved on to a Razor.

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Originally Posted by Flyblown

Was that the Australians or Americans @cambo?

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Extravision is the Aussie / Australasian distributor for our region. All sales and warranty go through them (unless its has been parallel imported via the US).
Haven't tried the 'Muricans as the product wasn't purchased through them.