I'll like to take moment and give credit to Kathy Kvam of Vortex Optics. Thank you for taking the time to work with me on my situation.
Everyone loves a backstory right......I purchased a Vortex Viper PST scope several years ago back when they were released and have had a few issues here and there over the years requiring servicing. Well recently I had a repeat failure and contacted Vortex Optics. Kathy contacted me via return email within 24 hours of my initial service request and had a FedEx pre paid label to me that same day. Scope was received on Monday by Vortex. I received a phone call from Kathy today to inform me of the situation. What was awesome about the whole situation is she "had her shit together"!!! None of this well let me go ask a manager, or I need to check on that. She knew the history of my situation, what the concern was, and had a reasonable answer to all of the possible outcomes within 12 hours of receiving my scope back.
I work as a repair technician for Mercedes-Benz so I know what it's like to be on both ends when things don't go quite as planned. All company's love to talk about how great their service is when things are going as planned. What separates a good company from a outstanding company is what they do when things don't follow the book. Now I'm not going to disclose the exact details because I don't want anyone to try and take advantage of a special situation afforded to me by Vortex, but Kathy and the staff at Vortex went outside the norm to help me out with meeting my request. We tend to only hear of when shit blows up and so and so had such a bad experience. You don't hear so often when people have a good experience, cause well people are happy.
So once again, to give credit where credit is due, thank you Kathy and the staff at Vortex for working with me.
Ramblings over.
David
Everyone loves a backstory right......I purchased a Vortex Viper PST scope several years ago back when they were released and have had a few issues here and there over the years requiring servicing. Well recently I had a repeat failure and contacted Vortex Optics. Kathy contacted me via return email within 24 hours of my initial service request and had a FedEx pre paid label to me that same day. Scope was received on Monday by Vortex. I received a phone call from Kathy today to inform me of the situation. What was awesome about the whole situation is she "had her shit together"!!! None of this well let me go ask a manager, or I need to check on that. She knew the history of my situation, what the concern was, and had a reasonable answer to all of the possible outcomes within 12 hours of receiving my scope back.
I work as a repair technician for Mercedes-Benz so I know what it's like to be on both ends when things don't go quite as planned. All company's love to talk about how great their service is when things are going as planned. What separates a good company from a outstanding company is what they do when things don't follow the book. Now I'm not going to disclose the exact details because I don't want anyone to try and take advantage of a special situation afforded to me by Vortex, but Kathy and the staff at Vortex went outside the norm to help me out with meeting my request. We tend to only hear of when shit blows up and so and so had such a bad experience. You don't hear so often when people have a good experience, cause well people are happy.
So once again, to give credit where credit is due, thank you Kathy and the staff at Vortex for working with me.
Ramblings over.
David
