I sent mine in and it has to go to the factory. Mine is 20 years old and I am sure Val doesn't have any parts on hand. They are not the only ones having problems when you send it back. The sloths at customs can hold on to your package until some sloth presses a key stroke. That's coming and going. Going to the factory unfortunately is a back burner for them. Leupold, Kahles, Burris and others all have some problems. Vortex will just give you a new one and a lot of companies do to avoid bad customer service. The factory may require him to not give another scope until they fix it but I also won't be buying any more.