Vortex, WOW! I bought a scope from a friend, and ordered a sunshade for it. Didn't fit, I guess Vortex uses different somethings. Sent their customer support a question about what the right sunshade should be, and the CS rep told me one came with the scope, and to send him my address. I did, but reminded him that I bought this one used. An hour later, I get an email about a package from Vortex heading my way.
Dang - that is good.
I've also had really good support from Primary Arms one time I needed a scope turret cap I lost. Told them it was my fault and I'd pay. They said nope - this is on us. And sent me two of them. lol - I guess in case I lose it again.
I will second and third their customer support. Bought a Sparc when they first came out for like 100$. Used it on a 22 for ten years or so and it got to where your could not adjust the dot brightness. Sent it back to them and they called me and said they could find nothing wrong with it. I had replaced the battery and did the simple stuff before I sent it in etc.
While this may seem strange to some people, I told them to keep it and not to send it back to me. Even on a 22 I have no use for potentially defective gear. Without asking, a week later I got a check in the mail for 225$.
Then a few weeks ago the battery cover popped off on one of their scopes. While I have never changed the battery, the threads were stripped (possibly my fault); however, Not on the battery box on the scope. I emailed them and they sent me one in the mail with no charge. (not replacing the scope over that since I actually don't use the illuminated reticle)
I've had an excellent experience with Vortex as well. Brand new scope installed and when I went to the range to sight it in, point of impact kept noticeably changing after every second or third shot. I gave them a call and they determined the scope rings were tightened down too much. Even though that was 100% my stoopidity, they replaced it.
On the positive side from that experience, I got a new tool. A torque screw driver is pretty essential for me now as the 20-25 inch pound of torque for rings, sure isn't much.
Sunshade? This was at our last RFKD. Improvise, adapt, overcome!
(https://i.imgur.com/aE9R9cE.jpg)
My 9 y/o son is hard on his vanquish binoculars. I have had so send them in twice, and requested new rain covers. Vortex is always happy to help. This last time (rain covers) they sent him a pack of stickers and a very nice hat.
This is how to make a brand and keep customers coming back. We have multiple rifle scopes, a spotting scope, and range finder.