Astro Optical Supplies/Orion (Rant)

[LightningNZ]

I'm sorry. I have to do this. I need to vent.

Last year in October I called Astro Optical Supplies in Sydney and placed an order for an Orion Skyglow Imaging filter (2"). I received the filter a couple of weeks later and found it had clear spots on it - the filter had been improperly made. So the filter went back and I was told (when I called) several weeks later that the replacement sent from Orion was also similarly dysfunctional and that I'd need to wait till a new batch was made.

One day in December I received a filter in my mailbox (no warning it was coming). It was a cheap filter from a brand that even Google didn't know (and I no longer remember). I thought, well at least they sent me something to use in the mean-time - that's good service. So I phoned Neil at AOS. No. It was a fully paid-for substitute and not just to get me through. They were charging me the full $200 I'd paid. That annoyed me. A lot.

I ran it through a spectrophotometer at work and sure enough it was nothing like what I'd ordered. I sent it back and called Neil at AOS explaining that it wasn't what I'd ordered and that I'd wait.

So I waited.

And waited.

I phoned in February and was told it was on it's way soon.

Now it's the 13th of May and I look in my mailbox to find a filter sized parcel from AOS. Here it is, my new filter! But it's the wrong one...

I ordered an Orion Skyglow Imaging filter (2"). It leaves both O2 and H-alpha open and shuts out everything else. Instead I've been sent an Orion Skyglow Broadband filter (2"). It doesn't let any H-alpha through and will be no help at all for my astrophotography. Which is why I didn't order that one.

What do you reckon folks, do you think in anther 3 months I'll be sent a Skyglow Imaging filter 1 1/4"?

GAGAGRGAHAGAHAAGAHGAAAA!!!!! :mad2::mad2::mad2::mad2::mad2:

Thank you. I feel a little better now.

Cam

[FlashDrive]

I feel for you Cam .... How things get so ' pear ' shaped when a simple order for a 2' Filter can go sooooooo wrong ... is beyond me sometimes.

Frustrating isn't it. :shrug:

Flash

[GeoffW1]

Hi,

I hope they read this, I'm certainly taking careful note.

Cheers

[terrynz]

Oh, that's pretty piss poor. Check the Ozzie consumer guarantee act. Should help.

Cheers
T

[casstony]

If you paid by Visa you might be able to get a refund via the credit card company and start again. While I have a properly functioning visual Orion Skyglow it's quality of manufacture is lower than other brands I have (Lumicon, 1000 oaks, DGM NPB).

[Poita]

Ask for your money back and order a DGM off ebay, you won't be sorry.

[stephenb]

Cam,

Your post is close to home because I've spent the last few months resolving situations such as this on behalf of some clients interstate, but simply this: Based on the information you have provided, it is my opinion that a complete refund is what you are entitled to, and nothing less. Apart from the poor communications from the retailer, you are entitled under Australian Consumer Law which is set out under the guidelines of the ACCC here:

http://www.accc.gov.au/content/index.phtml/itemId/1023610

http://www.accc.gov.au/content/item.phtml?itemId=322947&nodeId=0d27732a8eba631f0d2ea13ccf34 5092&fn=Warranties%20and%20refunds.pdf

And the NSW fairtrading information:

http://www.fairtrading.nsw.gov.au/Consumers/Consumer_guarantees_warranties_and_ refunds/Repairs_refunds_replacements.html


Your contract of sale is with the retailer who is acting on behalf of the agent (manufacturer/wholesaler).

In summary, the item is faulty and does not meet the expectation of the contact of sale. The retailer can be given allowance to provide a replacement but this must be with the agreement of both parties. I would say their time is well and truly up.



From: http://www.fairtrading.nsw.gov.au/Consumers/Consumer_guarantees_warranties_and_ refunds/Repairs_refunds_replacements.html

"Replacements:
The person or business giving the replacement must provide goods of the same type and similar value. If such a replacement is not reasonably available, you may choose a repair or a refund.
You must return goods to them. If this involves significant cost, they must collect the goods at their own expense.
The consumer guarantees that applied to the original goods will apply to the replacements.
For example, a consumer buys a new mobile phone. Due to a problem, the supplier replaces it. Consumer guarantees apply to the replacement phone as if it were a new mobile phone."


and...


"Refunds:
The person or business giving the refund must repay any money you paid for the returned goods, and return any other form of payment you made – for example, a trade-in.
If this is not possible, they must refund the value of the item.
They must not:


offer a credit note, exchange card or replacement goods instead of a refund. You cannot accept this kind of offer
refuse a refund, or reduce the amount, because the goods were not returned in original packaging or wrapping."


Based on my recent experience, situations like yours are generally not isolated. Some retailers are ignorant when it comes to the most basic understanding of consumer law.

If it was me, my money would be going to a different retailer in the future.

I hope this helps...

[LightningNZ]

That's Stephen that's really helpful, and much appreciated.

Tony and Peter - Good call on reconsidering a DGM NPB.

Thanks,
Cam

[Exfso]

My opinion about this company could get me in big doodoo;) They cost me heaps.:mad2:

[LightningNZ]

Peter - that really sucks. There should be some blacklist of outfits like this.

I called them today and told them the filter is coming back and I expect a full refund pronto. I'm really glad it was only a filter I ordered.

Cam

[LightningNZ]

Thought it would only be fair to post an update to say I've received all my money back. Still won't be going there again!

Thanks for all the advice,
Cam

[robz]

To think that when I was a teenager Astro Optical were the gods of telescope parts.
I don't think I will be dealing with them after hearing that saga!:mad2:

[floyd_2]

Monty and crew used to own it back then. I think it's a whole different team there now.

Dean

[stephenb]

Back in the 1980's the Melbourne shop was "Mid-city Arcade, 200 Bourke Street, Melbourne" My first scope - a Tasco 600 refractor - was purchased there.