I am a vortex fan.. You need to keep in mind the "level" of product you are buying and have the proper expectations.
I have used their customer support and it is top notch!! I damaged a pair of binoculars, called the support line, they instructed me to ship them in, they fixed them at their cost, professionally cleaned them and shipped them back.. this all happened over the course of a week. Again, I damaged them. I am not sure you can ask for better service!