Vortex VIP service

Recently bought a second hand Vortex Spotting scope. After testing it at the shooting range, I was not able to properly focus the scope at 135m, even at maximum adjustment. After sending it of to Vortex in Umhlanga, I was told that the scope could not be repaired and that it was a "Grey import". I immediately contacted the seller as this was not disclosed during sale. I was told that I could pay an additional R1700 plus handling fee of R1500 to have the unit replaced as it was discontinued. Scope was sent back with the feedback that it was stripped and cleaned. Scope had severe handling marks on it. I was always the 3rd person in the communication link as I had referred the matter to the seller to sort out. I was forwarded the mails between Vortex (Andrew) and Seller, in which they do admit causing the scratches to the scope and apologized. The scope still does not focus properly and was told by the Vortex representative that it is a R4000 scope and not a R50000 one. I am very disappointed in the back up service I had received from Vortex. I am greatly concerned about my other three Vortex products as their workmanship is shocking. I await your response