I just went through this with my Razor HD 12x50 and a pair of crossfire 12x50s. My son broke the left eye cup on the crossfires and I was having a hard time with focus adjuster on the Razors after a while. I called Vortex and spoke with their service on 8/25 and told them we had a hunt and were leaving 10/4, she said no problem. They emailed me a return label and I sent them back 8/26 and got an email 8/29 that they had received them and their repair tech would asses. 8/30 got an email saying my items were being sent back to me, and I was like wow that’s fast. 9/3 got a package from Vortex, open it and there are two brand new pair in box with all accessories and on the repair document it said “unable to repair, replaced with new current model free of charge 100% warranty covered”. They aren’t Swaro’s but they work great for me and my son, and with that kind of warranty they were worth the expense to me. I have zero complaints and nothing but praise for the way I was treated as a customer.