Then Came Francine
The evidence was clear: Teeth marks, deep and deliberate, all over a pair of Diamondback® binoculars.
The suspect? A 100-pound Great Pyrenees named Theo. The crime? Destruction of premium optics.
Mark, a retired Navy officer, had a dilemma. His binoculars still worked, but barely. Technically, it was covered under our VIP Warranty®, but this felt different. It was a canine crime scene. So, he emailed Vortex®, fully prepared to pay for repairs.
Then came Francine.
Part Customer Care Specialist, part fairy godmother — with a headset.
Less than an hour later, she responded: “You’re covered.” No fine print. No runaround. Just a simple promise: we’ve got your back.
But that wasn’t the end.
Days later, Mark received a package. Inside?
Two Vortex dog frisbees
Two Vortex dog bandanas
A framed picture of Theo & Mark’s retriever, Midas
A handwritten note from Francine
Mark was floored.
Not because of the warranty, that was expected. But because of the unexpected care. The extra mile. The proof that Vortex® isn’t just a company, it’s a commitment to serving people.
As Mark put it:
“𝘊𝘰𝘮𝘱𝘦𝘵𝘪𝘵𝘪𝘷𝘦 𝘢𝘥𝘷𝘢𝘯𝘵𝘢𝘨𝘦 𝘪𝘴𝘯’𝘵 𝘢 𝘱𝘳𝘰𝘥𝘶𝘤𝘵 𝘰𝘳 𝘱𝘳𝘪𝘤𝘦 𝘱𝘰𝘪𝘯𝘵. 𝘐𝘵’𝘴 𝘱𝘦𝘰𝘱𝘭𝘦 𝘸𝘩𝘰 𝘤𝘢𝘳𝘦.”
That’s what makes Vortex® different.
That’s what makes Francine different.
That’s what makes her and our team CARE Makers.
Because Theo might chew up binoculars…But he’ll never chew up the kind of loyalty built through moments like this.
That’s what we mean when we say 𝗖𝗔𝗥𝗘: 𝗖𝗿𝗲𝗮𝘁𝗲 𝗮 𝗥𝗮𝗿𝗲 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Francine nailed it.
