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The good news is that the focuser can almost certainly be made serviceable with adjustments similar to those I described above - most crayfords (excepting FT) have a somewhat similar construction and operate on the same principles. If you can get some info/pictures about how to adjust that particular focuser that's great, otherwise I'd suggest getting permission from the retailer to disassemble and adjust the focuser yourself - once it's apart you can see which screws do what. Failing that send the focuser only in to the retailer or Skywatcher for adjustment and ask them to adjust it to suit a heavy load - no need to ship the whole scope.
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