Well let me start by saying WOW Vortex Optics!!
Little back story, I had an issue with a set of Bino’s and posted about it on the Razor HD thread. Within 1.5 hours Sam form Vortex responded on the thread, his 2nd post. This was his response:
“I'm really sorry to hear about your experience with the binos. Believe me, we don't want people to have to use CS either, but unfortunately in an imperfect world it happens with any product from any manufacturer from time to time.
However, when it does happen we strive to make sure you have the best CS experience a person could ask for. Please call us tomorrow at your earliest convenience and we'll get you a new set of binos out ASAP along with a call tag to get your broken ones back.
The number is 1-800-426-0048, talk to Corey and he'll get you squared away. Let me know if there is anything else I can do.
Which models were they BTW?
-Sam”
I called Monday morning and talked with Corey, He said he would have them to me by Friday. The just told me to send back the old pair when they arrive. Well it’s Thursday and I have my new set of Bino’s!
Things that impressed me are:
1. A high ranking member of Vortex optics sought me out to make it right, before I made a call to customer service.
2. He came on the Hide and posted. It says a lot about a company that is willing to post on forums where there customers hang out.
3. He was in constant contact with me through private messages tell it was resolved.
4. They not only said they would have it to me by Friday, but did it a day earlier!
5. No excesses and made it right. How many companies will send a new set out before they receive the old air back?
Well if you all expect customer service when dealing with companies, I do not think you will find a better on to deal with. I was convinced that I would not look at there New Razor HD scope, but after that service how can I not!
Thanks again Sam and Corey,
Willys46!
Little back story, I had an issue with a set of Bino’s and posted about it on the Razor HD thread. Within 1.5 hours Sam form Vortex responded on the thread, his 2nd post. This was his response:
“I'm really sorry to hear about your experience with the binos. Believe me, we don't want people to have to use CS either, but unfortunately in an imperfect world it happens with any product from any manufacturer from time to time.
However, when it does happen we strive to make sure you have the best CS experience a person could ask for. Please call us tomorrow at your earliest convenience and we'll get you a new set of binos out ASAP along with a call tag to get your broken ones back.
The number is 1-800-426-0048, talk to Corey and he'll get you squared away. Let me know if there is anything else I can do.
Which models were they BTW?
-Sam”
I called Monday morning and talked with Corey, He said he would have them to me by Friday. The just told me to send back the old pair when they arrive. Well it’s Thursday and I have my new set of Bino’s!
Things that impressed me are:
1. A high ranking member of Vortex optics sought me out to make it right, before I made a call to customer service.
2. He came on the Hide and posted. It says a lot about a company that is willing to post on forums where there customers hang out.
3. He was in constant contact with me through private messages tell it was resolved.
4. They not only said they would have it to me by Friday, but did it a day earlier!
5. No excesses and made it right. How many companies will send a new set out before they receive the old air back?
Well if you all expect customer service when dealing with companies, I do not think you will find a better on to deal with. I was convinced that I would not look at there New Razor HD scope, but after that service how can I not!
Thanks again Sam and Corey,
Willys46!
