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Is their decision correct? I am not sure, but based on Laurie also complaining of a stiffer than expected drawtube movement - and that was PRIOR to any additional "alteration", I would say the focuser was defective from manufacture, or at least damaged in transit to Claude prior to sale (rough bumping COULD jar the teeth).
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Lewis, the focuser was stiff compared to other scopes I have owned, but apparently normal for Takahashi-my new FC-100DF feels exactly the same. As I have previously stated, Takahashi advised me that if I wanted it to be easier to operate, I should either send the focuser back to them to change the grease, or alternatively fit the 7:1 micro-focuser-which is what I did. The focuser, as you have said previously, was never adjusted or tampered with in any way.
I ordered my FC-100DF with the micro-focus in anticipation that its focuser would feel the same as the TSA120.