Did I get jipped by Vortex?

[Shawn_Guinn]

I had a a set of Cabela's intrepid by Vortex I purchased back in 2016. Retail 800.00 but I had points so I think I paid 650 ish. Great glass not razor ergonomics but my eyes liked the glass and I thought them to be a step up from viper's. My eye peice stopped adjusting this year so I sent them in for warranty. I got binos back but not the ones I sent just a note saying couldn't repair. With a new set of viper's. I know they don't make intrepid any longer. But I kind of feel torn sending 800.00 binos in and getting 500.00 ones in return. Why not contact me and offer a credit towards razors? The other part of me says screw it run them untill they break or I can save up for Swarovski glass. I don't trophy hunt per say just need glass to find the critters. Viper's would serve the purpose. What would other people do? Call Vortex or just be grateful and roll with it? Secondary note I also sent in some old lightnings that were busted up and they gave me a new set of crossfire hd's in return which was a step up. Makes a good set of trip binos with the wife

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[Carpenterant]

I would shoot them an email and see what they can do for you. I’ve used their warranty services before and found dealing with them fantastic.

 

[Marbles]

I would be unhappy with the step down and ask for credit.

 

[High Voltage]

I would be unhappy with the step down and ask for credit.

X2

 

[PlumbHunter]

x3

 

[Marshall402]

I'd bet they would credit you towards razors if you asked

 

[Fatcamp]

Ya, credit.

 

[tdhanses]

Personally yes you got screwed they day you bought their product, just my opinion. I owned too many over the years, never again, spend a little more and save over the long run.

 

[UpWndFrt]

Skip the email and just call Vortex. They have some of the most pleasant customer service people to deal with, and they will not make you fuss about it. Be friendly and tell them what happened and they'll probably offer to make it right before you finish. It might work even if you aren't nice; haven't tried.

Personally yes you got screwed they day you bought their product, just my opinion. I owned too many over the years, never again, spend a little more and save over the long run.

Might be a bit harsh, but I've heard QC/durability didn't go in the right direction when they moved their fabrication to China. I think I lucked into the nicest pair of Razor HD's ever made, because they are freakin' phenomenal and punch wayyyy above their weight.
Admittedly I do hear a lot more on the complaints or "decent for the money" side of the fence than people praising them, so I'm sure some of it is well-founded.

 

[BluMtn]

Welcome to the Vortex screw job. You will find plenty of other members in that club. And yes there are those that sing their praises but there are those also that got hosed. The sooner they close shop the better. Do I dislike Vortex, You bet.

 

[passinggas33]

I’m going to be the contrast here. But it’s only based on this. When I talked with vortex (a long time ago) when I was buying the intrepid spotting scope from cabelas, they specifically told me that it was the viper spotting scope just rebranded. I’m not sure this applies to all of the intrepid lines, but this was for sure with their intrepid scopes. So the question is, did you really have razors before or did you have a good set of vipers? Just a different perspective. But either way, if you are frustrated call them. They do have good customer service.

 

[tdhanses]

Skip the email and just call Vortex. They have some of the most pleasant customer service people to deal with, and they will not make you fuss about it. Be friendly and tell them what happened and they'll probably offer to make it right before you finish. It might work even if you aren't nice; haven't tried.



Might be a bit harsh, but I've heard QC/durability didn't go in the right direction when they moved their fabrication to China. I think I lucked into the nicest pair of Razor HD's ever made, because they are freakin' phenomenal and punch wayyyy above their weight.
Admittedly I do hear a lot more on the complaints or "decent for the money" side of the fence than people praising them, so I'm sure some of it is well-founded.

Some times reality seems harsh, it just is what it is with Vortex, they are great at marketing.

 

[rustyN]

Welcome to the Vortex screw job. You will find plenty of other members in that club. And yes there are those that sing their praises but there are those also that got hosed. The sooner they close shop the better. Do I dislike Vortex, You bet.

Vortex does a LOT to support outdoor activities, more than I've seen from other optics companies. Like their product or not, it wouldn't be good for sportsman if they closed shop.

OP, I'm pretty sure it was Cabelas that screwed you and not Vortex. As another poster said, their Intrepid line was rebranded Vortex Viper. I would call them and ask about credit for razors, which are amazing binos.

 

[jt4]

I sent in a pair of diamondbacks for replacements and asked if I could just pay a slightly discounted price for an upgraded pair instead of them replacing the diamondbacks. I was told that wasn’t an option.

They did send me a new pair of diamondbacks, but I ended up just selling them.


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[Hatchet Jack]

how long until meateater buys vortex and you can get steve rinella signature series binos at Big 5?

 

[Dcrafton]

Sounds like there warranty gets used a lot, just saying if the warranty department has a reputation (good or bad). Look at better products.


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[UpWndFrt]

Sounds like there warranty gets used a lot, just saying if the warranty department has a reputation (good or bad). Look at better products.


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Fair point... its not necessarily what it looks like. In my case I've dealt with them as a customer and on behalf of mutual customers, and surprisingly the only one of those calls was the warranty type (rivet was coming loose on a neck strap, which was promptly replaced with a new one completely unsolicited, "whats your address?")

They were one of a handful of companies in a big sea of companies that just seemed genuinely happy to chat with you. That might just invite more phone calls for info, tips, insight, etc than another company that come off as inconvenienced by the same query.

I've got plenty of ill feelings toward plenty of companies, and I'll be the first to rake a company over the coals if warranted, but in my experience I just can't recall them ever being less than great to deal with.

Just throwing in a different perspective, and I really have no doubts that there are a ton of people that have felt gypped (can we still say that?) or otherwise slighted.

They went from being one of many lesser known companies to a powerhouse in a pretty short time, and all things considered have handled it pretty admirably IMO. That could change at any time, and if it does I'll speak about them and the good ole days like a lost friend who ain't coming back. It doesn't look like they've gone that direction yet, but things change and I keep a pitchfork handy in case that time comes.

Bailing from Japan is going to be a pretty trying move and if that move bites them then c'este la vie. Seems like a horrible move to do that with your nicer and more respected product lines, and if that hasn't resulted in a bunch of bad experiences with their stuff I'd be shocked.

Their turnaround times for service are "slow" due to the virus, and may take... 10 business days to repair (per Vortex a couple weeks ago).

Regardless of this, it sounds like Cabela's should be the ones to handle their sale and products that carry their name. Time's a changin'...

 

[Rob5589]

Cabela's should be handling the issue, not Vortex.

The Razor line is solid, their other lines can be hit or miss.

I sent in some Diamondback 10x42's for a cleaning and once over. They sent me back a brand new pair, complete with all the new everything they come with. Great CS but, the real point is that some of their product is so inexpensive to produce, it is cheaper to just give you something new.

 

[Marbles]

Sounds like there warranty gets used a lot, just saying if the warranty department has a reputation (good or bad). Look at better products.

Every company has some issues. The question is how many. A good warranty is nice if you get unlucky and get a defective product. However, the inconvenience of having a peice of gear go out on me in the field has lead me to care less about customer service and more about quality. That said, I still avoid companies with a horrible customer service reputation on principal.

Using the internet is not a reliable way to judge (nor is one bad personal experience) but in many cases it is the best tool at my disposal. It is the number of people who talk about having good experiences with Vortex replacing failed items that has kept me away from the company. However, if forced to consider low end glass, I would certainly look at Vortex and take them over some of the other companies at that price point.

I guess what I'm trying to say is if you like the company, I have no solid basis to steer you away from them. However, I don't give them my money, so in good conscience I cannot recommend you continue giving them yours.

Moosejaw sells Zeiss Conquests and every couple months they run a 30% back in rewards points. So you can effectively pick up a pair for $700. For being on a budget, I'm not aware of a better option, though there are compromises involved.

 

[UpWndFrt]

Marbles,

Ive said the same thing many times: buy good stuff so you don't need customer service. Easy. I think I've just stopped considering them mutually exclusive. That's especially hard because I can't think of many cases where that prejudice isn't a safe bet.

Reliable stuff and "good" service-
I wanted an unnamed Firearms maNufacturer to take a look at one of their products that worked and was "in spec" but was doing something I considered troubling and indicative that something was wrong, regardless the spec. Sounds vague, but it was anything but.

They looked it over, never spoke with me about it besides the receptionist calling to collect payment for return shipping. After getting it back with no acknowledgement of anything wrong or repairs completed, and not realizing until after going to the range that nothing had been done at all, I called back.

I was told they didn't try to see if what I wrote had any merit, and gave it the same service procedures as all other items that come through the door. As requested I spelled it out for them, explained why I believed there was a defect, and explained why I believed some sort of fix was in their wheel house and within the scope of their warranty... and shipped it back a second time.

Like 5 months later I call to bug them about it and it turns out they are just "waiting to hear from me" about what I'd like to do, and told me they would not investigate what they made me write in detail for them to begin with, and refused to let me speak with the guy who got hands-on with it or anyone at all who could speak intelligently about the issue.

Their suggestion? Buy a new gun at MSRP from them, or a stock for like 800 bucks. F_ No. They say they'll hold onto it for me until I'm ready to provide payment for return shipping...

This Fiasco happeNed twice within a montH of receiving the gUn back from the firSt trip, and eAch "service" took like 2 months (not including "maybe he'll call us?" time). All said, that little customer service adventure began in January and didn't conclude until September, and by "conclude" I mean throw away 100 bucks in shipping fees and get back the same problem you began with.

Gun is fine (to them), but like the Nikon experience Maverick shared earlier, even though they've fulfilled what they consider reasonable service, I would have preferred they just send me a postcard telling me to smash a body part in a drawer and a photo of the whole service team giving me the finger. At least then we wouldn't have to be bashful about where we stand. They have the successful company, and their repair and customer service people are there so they can say they have one. That's not bustin' on the people--most were perfectly pleasant and seemed to be trying to help. Corporate policy simply left zero room for common sense to take the reigns in a weird situation.

The Nikon story was probably resolved in a way that they considered sufficient; some even call it "good." Whooptie-doo! "Good" is blah and the status quo to avoid getting a bad rap. On the other hand, striving to exceed "good" and having customer service actually be about serving customers at its core instead of just pushing a crappy corporate motto and motivational poster is rare, and to actually succeed while doing it is exceptional in my book.

Low end?
Played with most of their line but only owned things that said Razor on them. There are higher end binos out there, but I VERY recently assumed that throwing 2700 bucks at any perceived shortcomings in my current binos would guarantee of a superior product. Two days and hours of side-by-side comparison with a handful of quality (not $2700 quality) binoculars from the basement didn't turn out the way I expected or hoped.

So... I'll be listing some as new alphas will be listed here once my new-guy moratorium is up. That was an expensive, enlightening mistake. I always thought I was quite the optics snob, but probably not a very convincing one after I sell top-of-the-line in favor of some low-end kit.

The only reason I'm piping up on this thread so much is that I would have agreed with you word-for-word for my entire life up until about a week ago, and this whole discussion is pretty much a carbon copy of my little internal debate over the past few days.

I think I'll give everyone a break and knock off the walls of text. Hard to tell how long this got from a cell phone, and I'm just procrastinating some work I should have started a long time ago .