Vortex Warranty Question

[fleanoodle]

Vent session: My old Talon HD 10x32s finally broke. Sent them in to Vortex and they sent a new pair of Diamondback HD 10x42s. Frustrated for multiple reasons.
1. I paid over $500 for the Talons almost 15 years ago. Stings that they are being replaced by a $330 bino in 2025.
2. I get the Talon line was discontinued, but why send Diamondback HD 10x42 when there is a 10x32 from the same line? If I wanted big binos, I would have bought them 15 years ago.
3. Does Vortex not communicate before making any decisions about replacements? Seems like a lot of this could have been resolved with a 30 second phone call/email.

Anyone else experience this? Any success with reaching out? Am I being a dick about this? Honestly, I’d rather have my money back or 50% off some Viper HDs than the Diamondbacks.

 

[Duckman23]

Call them-they’ve been very good to me on service and warranty thus far.

 

[Lee_R]

Call them-they’ve been very good to me on service and warranty thus far.

^^This. I've always contacted them first and they were very accommodating.

 

[Jbehredt]

Discontinued razor scope recently replaced with an upgrade that I got to specify. Even threw in a set of rings to accommodate the larger tube.

 

[taskswap]

I'm confused, did you just send it in blind? I had to open a Service Request at https://vortexoptics.com/service-request which required a brief phone call (they have an email option). It took <10min including hold time and the agent was very clear about exactly what would happen, what my set would be replaced with, how long it would take, etc etc. Did you somehow bypass this process? It doesn't seem like this should have been a mysterious event.

 

[Maverick1]

Vent session: My old Talon HD 10x32s finally broke. Sent them in to Vortex and they sent a new pair of Diamondback HD 10x42s. Frustrated for multiple reasons.
1. I paid over $500 for the Talons almost 15 years ago. Stings that they are being replaced by a $330 bino in 2025.
2. I get the Talon line was discontinued, but why send Diamondback HD 10x42 when there is a 10x32 from the same line? If I wanted big binos, I would have bought them 15 years ago.
3. Does Vortex not communicate before making any decisions about replacements? Seems like a lot of this could have been resolved with a 30 second phone call/email.

Anyone else experience this? Any success with reaching out? Am I being a dick about this? Honestly, I’d rather have my money back or 50% off some Viper HDs than the Diamondbacks.

Would have taken you less time to pick up the phone and call them than it did to start this thread and type your post..........(tell them you are not happy with the replacement product and you have a preference for something different. See what they say.)

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[fleanoodle]

Thanks guys. I’ll see what they say.

 

[fleanoodle]

I'm confused, did you just send it in blind? I had to open a Service Request at https://vortexoptics.com/service-request which required a brief phone call (they have an email option). It took <10min including hold time and the agent was very clear about exactly what would happen, what my set would be replaced with, how long it would take, etc etc. Did you somehow bypass this process? It doesn't seem like this should have been a mysterious event.

I’ve heard your story before and is why I’m feeling frustrated. Here’s what happened: I called them and they said they would “take a look at them”. Received the email with shipping labels. Sent them in. Received the email that they received them. A couple weeks later I got an email saying “Your optic is good to go and on your way back to you” with shipping info. Very easy process. Just not exactly happy with the replacements.

 

[Agross]

Why didn’t u call them and talk to them ? See number 3 in your initial post. Not trying to be a smartass but your not doing the same thing yer frustrated with them for not doing. I have called them twice and they were great. Went above and beyond

 

[repins05]

Vortex was very accommodating when I had a claim. I called first and talked through it. Their warranty is one of the best in the industry in my opinion.

 

[jpmulk]

Vent session: My old Talon HD 10x32s finally broke. Sent them in to Vortex and they sent a new pair of Diamondback HD 10x42s. Frustrated for multiple reasons.
1. I paid over $500 for the Talons almost 15 years ago. Stings that they are being replaced by a $330 bino in 2025.
2. I get the Talon line was discontinued, but why send Diamondback HD 10x42 when there is a 10x32 from the same line? If I wanted big binos, I would have bought them 15 years ago.
3. Does Vortex not communicate before making any decisions about replacements? Seems like a lot of this could have been resolved with a 30 second phone call/email.

Anyone else experience this? Any success with reaching out? Am I being a dick about this? Honestly, I’d rather have my money back or 50% off some Viper HDs than the Diamondbacks.

Another vote to just call them. They have always treated me super well. To be honest, the fact they even warranty something 15 years old is impressive.

 

[Unckebob]

The Talon binos were more mid tier than the Diamondbacks are.

Vent session: My old Talon HD 10x32s finally broke. Sent them in to Vortex and they sent a new pair of Diamondback HD 10x42s. Frustrated for multiple reasons.
1. I paid over $500 for the Talons almost 15 years ago. Stings that they are being replaced by a $330 bino in 2025.
2. I get the Talon line was discontinued, but why send Diamondback HD 10x42 when there is a 10x32 from the same line? If I wanted big binos, I would have bought them 15 years ago.
3. Does Vortex not communicate before making any decisions about replacements? Seems like a lot of this could have been resolved with a 30 second phone call/email.

Anyone else experience this? Any success with reaching out? Am I being a dick about this? Honestly, I’d rather have my money back or 50% off some Viper HDs than the Diamondbacks.

I have the same pair of Talon HD's. The most similar design is the Viper HD.
- The Diamondbacks HD use a different design.
- I have the same model Talon HD as you did. They are are built (and weigh) like tanks.
- I am almost 100% sure the Diamondback line was below the Talon line when I bought my pair.

 

[ddowning]

If you talk to the right person at Vortex they will get you squared away. I have NEVER had to be stern with Vortex to be treated VERY well. I have had A LOT of problems with their rifle scopes, but I have NEVER had a problem with their customer service. They often went far above and beyond anything I would have expected. If they design a scope that will take abuse and hold zero, I will go back to shooting them in a heart beat. I just decided not to chase a wandering zero anymore.

I would imagine if you call and ask if there is a different possible resolution they will help you somehow. Just tell them what happened, ask if it would be possible for you to send back the diamondbacks in exchange for a discount on another model and see what happens. The result will probably be better than you hope.

 

[7LRM]

Call vortex, they are the best, they will work it out for you!

 

[Maverick1]

@fleanoodle - has anyone suggested calling Vortex yet?



Guys…..I think he’s got the message!

 

[nphunter]

I sent in a broken 10+ year old viper spotter, they sent me the newest version viper spotter. Sent in a pair of stripped out diamond back binos and they send me brand new ones. I sent in a pair of 10yr old very well used Razors so see if they would clean them up and refurb them, they were still optically fine. They sent me a brand new pair of Razors.

All of this was communicated via email with the CS rep. I would probably call tomorrow and voice your concerns.