Explore Scientific Warranty

[casstony]

Just passing on some info buyers need to be aware of when purchasing Explore Scientific products:

The 5 year warranty only applies to US residents (1 year for international) and international buyers have to pay for shipping both ways if you recieve a faulty product and need to return it.

I bought a 40mm eyepiece with a coating fault and it would cost around $120 for return shipping - might be safer to buy used so the original buyer can check for faults.

EDIT: after a few emails ES has more or less conceded that the extended warranty applies to any purchase from the US (regardless of where you live), conditional upon registering within 60 days of purchase.

[Profiler (Profiler)]

A very very handy piece of information.

One more reason to support local Australian retailers and thus a shop you can simply return your product if there is a problem.

[casstony]

I'm annoyed about the lack of 5 year warranty - I travel to the US every 2 or 3 years and figured on taking the faulty eyepiece with me to have it replaced.

It's a shame there's no local supplier for ES. I like the ease of cleaning afforded by the waterproofing - slop some solvent on the eyelens and wash it under the tap.

I bought 3 ES eyepieces (2 are fault free) but any future purchases will be second hand.

[erick (Eric)]

What is the nature and extent of the coating fault, Tony?

[Profiler (Profiler)]

I am very sorry to hear about this experience as I have otherwise heard nothing but praise about these ES EPs. However, I grew up with the expression 'you get what you pay for' and in the back of my mind I have wondered how such great EPs could be made at such great prices. I am starting to see the answer. Although TV EPs certainly cost a fortune I can't say I have ever heard of a faulty EP making it through their QC. You live and you learn I suppose.

[casstony]

Originally Posted by erick

What is the nature and extent of the coating fault, Tony?

Between 1mm and 2mm wide area where the coating has detached from the glass on an internal element - easily seen in daylight. I've seen this before on a TMB planetary; it started as a crows foot appearance then the pieces peel up and break off. The ES is still useable but it's annoying when they make such a big deal about double QC checks (I should have known it was just marketing hype).

[AG Hybrid (Adrian)]

Ehhh badluck! My 5 ES eyepieces and Telescope are doing well and arrived in perfect condition. Yeah, I knew about the warrenty. It's the risk we all take when buying overseas.

[erick (Eric)]

Interesting, I'll have a look into my ES14 - I haven't had it out for many months now. Thanks for the description.

[James Woo]

I bought a Hyperion 17mm ep recently from an online US shop and it also has the same defect!!!!
The coating was peeling off at the edge and though it did not really affect the view, it was just plain annoying.
Online purchase from oversea do have its disadvantage.

[Omaroo (Chris Malikoff)]

My ES14 is still pristine after several years. A brilliant EP for the ... no, period. I love it - on the Mewlon it's fabulous.

Should we go writing off brands over a random and rare defect? I don't think so. I'd still buy another one tomorrow.

I do agree that it'd be nice to have a local representative though. Hint...hint....

[ColHut (Colin)]

You might contact the ACCC. You *might* be covered by the new ACL.

http://www.accc.gov.au/content/index.../itemId/815341 but I think you go through your local consumer protection people in your state (if like WA anyway). Might be worth an email anyway.

Good luck

[Profiler (Profiler)]

Yep - no doubt about it ES make great EPs at great prices unless you are unlucky enough to get the 1 in a million bad one off the production line and the fine print of the warranty doesn't sound like you have much recourse.

Tony, rather than going 'legal' it might first be worth the time of an email (and maybe a picture) to the folks at ES to simply tell them your story/situation and see what they have to say. They don't strike me as a bad outfit and a combination of brand pride and marketing promotion might inspire them to supply you with a replacement rather than have some antipathy circulating in the astro community over one faulty EP.

It is worth a try.

[casstony]

I have emailed them asking if they will replace the eyepiece a few months outside of the 1 year warranty on my next US trip to see the relos. If they won't I'll drop the matter but I don't give any repeat business to places that don't give me the customer service I expect, regardless of fine print. It still irks me that only US residents can have the 5 year warranty.

[erick (Eric)]

I expect the best organisations provide an identical warranty worldwide? It does seem odd to have warranties vary between countries for other than local legal requirements?

I've just read the fine print on the ES website. I read:-

"Customers living outside of the USA, who have purchased an EXPLORE SCIENTIFIC product in the USA or Canada, your warranty is valid within the USA, however, customers returning a product from outside the USA for warranty repair/maintenance are responsible for shipping fees (customs, fees, duties, etc.) to and from our facility."

Seems to me that the five-year warranty applies to my eyepiece which I bought from OPT.

Please let us know what you learn, Tony.

[casstony]

I took a look at their fine print and the way I read it the 5 year extended warranty does apply to international residents who purchase from the US, but ES is not responsible for shipping either way, which is the impression I was under in the first place. From their website:

“EXPLORE SCIENTIFIC products purchased outside the United States are not included in this warranty, but are covered under separate warranties issued by authorized EXPLORE SCIENTIFIC International Distributors"

I didn't purchase outside the US. I bought it from the USA so it is covered by USA warranty (but I'm responsible for shipping)


"Customers living outside of the USA, who have purchased an EXPLORE SCIENTIFIC product in the USA or Canada, your warranty is valid within the USA, however, customers returning a product from outside the USA for warranty repair/maintenance are responsible for shipping fees (customs, fees, duties, etc.) to and from our facility.”


So I might just be a dog with this bone and see if I can get ES to admit that the 5 year warranty applies to international residents who purchase from the US. The only other requirement is that you register the product within 60 days of purchase (which I did)

Edit: posted this after I saw your post Eric - glad you agree with me. Sorry about the funky editing and fine print - I'm not so good with 'puters.

[Poita (Peter)]

Point them to this thread if you get no dice, the realisation that it may kill future sales for them never hurts.
But I'd be surprised if they don't come through, they have been very good to deal with for me personally.

[Profiler (Profiler)]

Exactly!

For example, I suspect if Uncle Al learnt that a faulty ethos had gotten through their QC they would organise a replacement as it is better in the long run than a bunch of negative PR circulating around.

[erick (Eric)]

OK, I've had a look. My ES14 100deg still looks lovely.

[casstony]

In the latest email from ES they've more or less admitted that the 5 year warranty applies to all purchases from the US. You would need to pay shipping both ways and you need to register within 60 days of purchase.

Here's the response:

"Anthony,
The only reason that I believe I was told one year was because of shipping costs. If you are going to be here in the states and you would like to send it to us for repair, then I believe that would be fine. The warranty does state that it will be valid inside the US. So, when you get to the states get in contact with us once again and we will go from there."

[ColHut (Colin)]

Good to hear!

regards