Pretty Unhappy

ixian (Luke) · #1 15-07-2014, 12:21 PM

I've had a little toy 70mm table top dob for a while now and I decided about a month ago to upgrade to a bigger scope. I bought a 130mm Sky-Watcher GOTO scope from OzScopes on special.

Much to my dismay the hand controller was broken out of the box, I can't help but feel that this is pretty poor QC, surely they power things up once at the factory.

I returned the hand controller almost three weeks ago now and I know they have had it for two full weeks. So almost four weeks after my initial order I still haven't got a functioning scope. OzScopes has done the old "we're waiting for the supplier to replace/repair the hand controller" but they are the retailer, if the supplier is slow that's a matter between them, it's a brand new telescope and it's just a very large and heavy paperweight right now. I was planning for my first dark site trip this weekend and now that's clearly off the cards.

/rant

xelasnave · #2 15-07-2014, 01:17 PM

It is good to vent but dont be unhappy you are almost there it will turn out ok particularly if you see a happy ending. Can you disengage gears and move iy by hand. Which I do with onl of my mounts. They want to help you so just be patient no point in letting it stress you.

LewisM · #3 15-07-2014, 01:21 PM

A replacement handset is $300, so I would be actively pursuing them. They need to make this good - if OzSales gets their stuff though Tasco, then I can understand the issue - been waiting over 3 weeks almost just for a reply to an email to Tasco about a malfunctioning motor control board. They used to be PROMPT, now not even a "Hang in there". Odd.

ixian (Luke) · #4 15-07-2014, 01:44 PM

Quote:

Originally Posted by xelasnave

It is good to vent but dont be unhappy you are almost there it will turn out ok particularly if you see a happy ending. Can you disengage gears and move iy by hand. Which I do with onl of my mounts. They want to help you so just be patient no point in letting it stress you.

Ah mate, I wish I could disengage the gears but this model doesn't do that sadly so I can't use it at all, I wouldn't be near as unhappy if I could at least do a bit of casual viewing.

ixian (Luke) · #5 15-07-2014, 01:48 PM

Quote:

Originally Posted by LewisM

A replacement handset is $300, so I would be actively pursuing them. They need to make this good - if OzSales gets their stuff though Tasco, then I can understand the issue - been waiting over 3 weeks almost just for a reply to an email to Tasco about a malfunctioning motor control board. They used to be PROMPT, now not even a "Hang in there". Odd.

Yeah this is the thing, to find out anything at all I have to chase them up (OzScopes) and if I dare call them they just act confused, palm me off and tell me to email. Apparently talking on the phone is too hard.

I never complain about customer service, this is honestly the first time, I run a business myself and so have the two previous generations of my family so I know things go wrong or get delayed but the lack of communication just feels rude.

doppler (Rick) · #6 15-07-2014, 02:02 PM

If its new and damaged out of the box they should give you a whole replacement scope pronto or a refund. Its not a waranty claim if its new and unused.

Eden (Brett) · #7 15-07-2014, 02:12 PM

Sorry to hear about your troubles with OzScopes, Luke.

I bought my telescope from their Bayswater store. Sadly, they don't seem to be interested in providing any after-sale support.

Not long after I purchased my telescope I went back to them for additional parts -- parts that are listed on Skywatcher Australias website. I was told that they can't supply anything that is not currently listed on the OzScopes website and that I should call their supplier directly. They gave me their suppliers details, I don't recall who they are but it wasn't Tasco.

On another occasion I tried sourcing a Newtonian from them and this time around they agreed to contact their supplier and get a price for me. They never called me back and I ended up ordering one from a retailer in Western Australia.

Realistically, they should have a hand controller in the warehouse they could give you as a replacement -- even as a temporary solution until yours is replaced by the supplier. I would keep the pressure on them until they come good, it's unfair that you can't use your new equipment at all.

OzStarGazer · #8 15-07-2014, 02:18 PM

Quote:

Originally Posted by doppler

If its new and damaged out of the box they should give you a whole replacement scope pronto or a refund. Its not a waranty claim if its new and unused.

I think so too.

ixian (Luke) · #9 15-07-2014, 02:38 PM

Quote:

Originally Posted by Eden

Sorry to hear about your troubles with OzScopes, Luke.

I bought my telescope from their Bayswater store. Sadly, they don't seem to be interested in providing any after-sale support.

Not long after I purchased my telescope I went back to them for additional parts -- parts that are listed on Skywatcher Australias website. I was told that they can't supply anything that is not currently listed on the OzScopes website and that I should call their supplier directly. They gave me their suppliers details, I don't recall who they are but it wasn't Tasco.

On another occasion I tried sourcing a Newtonian from them and this time around they agreed to contact their supplier and get a price for me. They never called me back and I ended up ordering one from a retailer in Western Australia.

Realistically, they should have a hand controller in the warehouse they could give you as a replacement -- even as a temporary solution until yours is replaced by the supplier. I would keep the pressure on them until they come good, it's unfair that you can't use your new equipment at all.

Wow, it's as if they didn't want your money

.

Redshift13 (Rohan) · #10 15-07-2014, 02:42 PM

Quote:

Originally Posted by Eden

I bought my telescope from their Bayswater store. Sadly, they don't seem to be interested in providing any after-sale support.

Hmmm, thanks for providing some feedback. This is not the first I've read about OzScopes' not-so-crash-hot custoemr service.

I had originally earmarked them as the retailer I was going to use when I buy my SkyWatcher 10" Collapsible Goto, as they are reasonably local (only 25 mins away in the car).

Perhaps I will need to look further afield.

Eden (Brett) · #11 15-07-2014, 03:07 PM

Quote:

I had originally earmarked them as the retailer I was going to use when I buy my SkyWatcher 10" Collapsible Goto, as they are reasonably local (only 25 mins away in the car).

Rohan -- it's worth the extra distance to go to Bintel, they'll look after you. I've only had a problem with one product I bought from Bintel and they replaced it with a brand new one.... straight away, no questions asked.

Redshift13 (Rohan) · #12 15-07-2014, 03:14 PM

I could be wrong, but not sure if Bintel supplies the particular scope I'm hoping to get (OzScopes link):
http://www.ozscopes.com.au/skywatche...telescope.html
If they do (or can get it shipped in) I will definitely head to Bintel.

torana68 (Roger) · #13 15-07-2014, 03:22 PM

take it back and ask for a refund, you should have returned it on inspection. Dont wait.... the longer you wait the less chance of getting anywhere. Any product supplied broken or unusable should be replaced.

ixian (Luke) · #14 15-07-2014, 03:28 PM

Quote:

Originally Posted by torana68

take it back and ask for a refund, you should have returned it on inspection. Dont wait.... the longer you wait the less chance of getting anywhere. Any product supplied broken or unusable should be replaced.

I'm in Queensland so I posted it back to them, they've agreed it's defective but I am at the point now where I'd rather have a refund and take money money elsewhere, even if it costs me more.

Allan_L (Allan) · #15 15-07-2014, 03:58 PM

Quote:

Originally Posted by Redshift13

I could be wrong, but not sure if Bintel supplies the particular scope I'm hoping to get (OzScopes link):
http://www.ozscopes.com.au/skywatche...telescope.html
If they do (or can get it shipped in) I will definitely head to Bintel.

unfortunately you are correct.
I have a second hand skywatcher 12" goto DOB and I sought repair work from them (Bintel). as I have been a satisfied customer of theirs for quite a few years (and thousands of $).
But they declined saying they do not carry Skywatcher DOBs and therefore they do not have any spare parts for repairs.

Have you looked at the Andrews communications site?

xelasnave · #16 15-07-2014, 04:20 PM

where are they perhaps I could call upon them for you and get your cash.

Redshift13 (Rohan) · #17 15-07-2014, 04:22 PM

Hi Allan, thought that might be the case re: Bintel... a pity.
Yes, Andrew's is my next port of call I think. Although I have noticed another store near me, Optics Central, that does stock the SkyWatcher model I'm after.
(Apologies for hijacking the thread a bit

)

xelasnave · #18 15-07-2014, 04:27 PM

You have a legal right to immediate refund. Fundamentaly they have breach a condition of the contract which means it is null and void ..money back. If they are on my travels next week I could explain the law to them such that we get you fixed up. I go from here to Sydney. Let me know if I can help. alex

Eden (Brett) · #19 15-07-2014, 04:36 PM

That Newtonian I mentioned in my previous post, I called on Optics Central for a price and they actually got back to me and were prepared to order it from whomever they deal with even though it wasn't something they usually stocked... which at least shows they are prepared to make an effort for the customer.

The only reason I didn't go with them was because Gerry Gibbs in WA had the same product for a few hundred(!) less and included free shipping.

Some people might also find it useful to know that Kirks Camera House in Ringwood, Victoria do Skywatcher and Vixen telescopes. They also have a fairly comprehensive range of eyepieces and are also very proactive towards helping the customer.

Rohan -- Kirks do your 10" collapsible Dob, you might want to give them a try also.

Redshift13 (Rohan) · #20 15-07-2014, 04:47 PM

Quote:

Originally Posted by Eden

Some people might also find it useful to know that Kirks Camera House in Ringwood, Victoria do Skywatcher and Vixen telescopes. They also have a fairly comprehensive range of eyepieces and are also very proactive towards helping the customer.

Rohan -- Kirks do your 10" collapsible Dob, you might want to give them a try also.

Thanks Eden, will have to do some more research.