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Not sure if it helps, but here is my experience and approach with the same dealer.
I have purchased several (small) items from Telescopes & Astronomy and whilst they have not always been responsive, when they did reply I was impressed by the extra information included in their replies. For example, when looking for OTA mounting rings, I was offered a comprehensive range and was also provided (unsolicited) with measurements etc., so clearly they were thinking about my needs from the perspective of an astronomer in the field, and not just the standard sales pitch.
Also, their prices appear to be very competitive, so I automatically assume that their service may not be as good and try to factor this in, as I guess they must be running a lean operation to keep prices so low. This would make them more vulnerable to staff shortages, sickness, holiday’s etc.?
Finally, I try to order goods and allow a long lead time before I would like to use them, to allow for possible delays which always lead to frustration and sour the purchasing experience. If I want something quick, I usually have to pay more for it from a local store/dealer, which has a reputation of holding stock and providing a quick turn around.
Cheers
Dennis
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