starlight Instruments

KenGee (Kenith Gee) · #1 30-06-2014, 08:37 PM

Has anybody had trouble with delivery from starlight instruments?
I ordered a focusser, the web site said it was in stoke, then a helpful admin person told me a couple of weeks. I waiting a few weeks and then the owner then told me they were doing other orders first. Now two months later I'm going to ask again.

This focusser is for my new GSO16 so I can test it. If I don't get a positive response should I cancel order and try someone else...moonlight?.

xelasnave · #2 30-06-2014, 10:53 PM

Hi Kenny I have no experience with them but I think they could be taking advantage of your good nature and patience. Its the season for galaxy imaging and I think I would be getting the show on the road by whatever means it takes. Personally I would be a little angry and demand they deliver or return the cash and order elsewhere. I cant wait to see your imagrs. I have been expecting them and could not understand why you had not reay giot rolling. Be

xelasnave · #3 30-06-2014, 10:55 PM

Sorry could not edit wanted to end with my best wishes

Hans Tucker (Hans) · #4 01-07-2014, 12:18 AM

Have you tried any of the Starlight Instrument stockists like OPT or Tan Astro [http://www.tan14.com/gears.htm]. They have in stock a small range of Starlight Instrument focusers.

There does seem to be a waiting list for these focusers so it might be an idea to cancel your order and try Moonlite

el_draco (Rom) · #5 01-07-2014, 06:57 AM

Hi Kenny,
I've dealt with Starlight MANY times. Service is usually really quick so there must be some serious hold up somewhere. If you ask for an update they will provide it without any issues. The gear is very good which means lots of demand.

Rom

graham.hobart (Graham stevens) · #6 01-07-2014, 08:41 AM

Hi all, I ordered one for my GSO 10 about two and a half months ago. After waiting about a month I checked on line and the order said was completed. I suspected a customs delay but after not getting anything I emailed last week and Wayne told me that were out of certain parts and had to machine them up. I emailed again this am as have not heard anything yet.
I agree the communication could have been better!
Graz

Curt · #7 01-07-2014, 09:27 AM

I waited 4 months for mine. Worth the wait.

LewisM · #8 01-07-2014, 09:27 AM

I emailed about a possible retrofit micro focuser and never even received the courtesy of a reply.

When I previously enquired about another focuser, it took them 3 weeks to respond.

May be fantastic products, but the customer response to enquiries leaves a lot to be desired, and subsequently looses them business. We are small fry compared to the orders they do for OTA makers etc, but still, money walks...

barx1963 (Malcolm) · #9 01-07-2014, 01:16 PM

I have dealt with Moonlite on a few occasions. Purchased 2 focusers and accessories on several occasions. Service has always been first class with prompt replies, good communication and excellent products.

On one occasion they sent an incorrect part, the non heated filter slide instaed of the heated one. I sent an email and they had one despatched that day for no charge and didn't want the wrong one back.

Deliveries only took a matter of days on each occasion.

Malcolm

rustigsmed (Russell) · #10 01-07-2014, 01:46 PM

hi kenny,
i haven't ordered from starlight instruments, i did liaise with them on a possible focuser, they were helpful, but i decided with a moonlite because of the price, they were also helpful and it was delivered within days.

hopefully you get a focuser soon, i'm keen to see your new beast in action!!!

Russ

Julian · #11 01-07-2014, 02:16 PM

Quote:

Originally Posted by KenGee

Has anybody had trouble with delivery from starlight instruments?
I ordered a focusser, the web site said it was in stoke, then a helpful admin person told me a couple of weeks. I waiting a few weeks and then the owner then told me they were doing other orders first. Now two months later I'm going to ask again.

This focusser is for my new GSO16 so I can test it. If I don't get a positive response should I cancel order and try someone else...moonlight?.

Sorry to say that this is typical of American customer service, they only care about America that's it

I hear the same stories again and again about not replying to emails, ignoring emails lie after lie it goes on and on!!

Don't pay a cent up front till they can prove it's in stock!!

Otherwise don't deal with them!!

No wonder they are a basket case!!

KenGee (Kenith Gee) · #12 01-07-2014, 08:22 PM

Thanks for the replies guys, they have got back to to say maybe at the end of the month they get to my order. Not happy.

Graz I noticed the "complete" as well against my order,but they haven't even started.
In my book a good product does make up for poor service. The focusser is nearly $1K.

I'm going to talk to moonlite and telescope-express and cancel my order if they can supply.

I wouldn't be so angry if they had of told me up front how long I would have to wait.

MattT · #13 01-07-2014, 08:54 PM

Hey Ken….to add to the discontent I have been waiting for 4 months for an adaptor that is still waiting to be machined….emails answered quickly.Took my $140 inc post no problems in March

However this is the last time I buy any Starlight thing no matter how good they are. Lucky its only a small amount of money, though you are in a different place altogether…
Matt

graham.hobart (Graham stevens) · #14 01-07-2014, 09:29 PM

I got a reply from Wayne at Starlight. Not getting mine for another 4-5 weeks. On the positive side I emailed back and asked to change the compression ring to an AP type screw thread so I can use an adapter screwed in for the mammoth SBIG camera that's been sitting in my wardrobe for a month and no first light( too heavy for Current focusers). Am willing to wait if this stops said camera hitting floor !!

Paul Haese · #15 02-07-2014, 02:50 PM

I have dealt with Wayne several times now and never had an issue, fast prompt service. Something is going wrong there by the sounds.

MattT · #16 02-07-2014, 06:45 PM

From what I see they seem to have run stock down and are supposedly machining new bits up, how long that takes is anyones guess, four months so far. Still I will have to wait as I already have paid. I have no doubt that it will be done.

KenGee (Kenith Gee) · #17 14-07-2014, 10:03 PM

Now I'm really unhappy, I asked for my money back $1200 bucks. Wayne asked if he sent it to me quickly would that be okay. However despite his assurance he has missed every date and now will not respond to emails.
Starting to think that they are about to go under. I'd advise people not to order anything from them until their financial stability is know.

I'm going to do some research to see what my rights are.

xelasnave · #18 14-07-2014, 10:38 PM

Real sorry to hear that news Kenny keep asking for the unit cause if they go bust you probably wont see a cent. Send an appologetic email saying that you are so excited to get one trip... Appeal to ego is probably your only hope.. promise another 200 bucks if they send right away payable on receipt..200 may recover your investment but try the nice as pie as if they are going down its your only hope..my view and my way of doing things but do what you want. If liquidators go in they take money left for fees basically.

Eden (Brett) · #19 15-07-2014, 01:40 AM

Sorry to hear about this unfortunate matter...

I haven't dealt with these guys personally, but I think they're asking a bit much from you and you've obviously been very patient to have waited this long.

If I were in your shoes, I'd call them. Tell them you're dissatisfied and you want results or a refund, not excuses and delays.

+1-260-244-0020

xelasnave · #20 15-07-2014, 04:10 AM

No I think you goto suck up to them. Consider there is a guy stressed cause everyone is on his case..he is getting it from all sides..sure they deserve a serve but its not about that its about you getting a result. If I were in his boots I would be helpinh the folk being nice not those making it worse. Get him on the phone empathise if possible make him want to help you cause you are a good guy..You will have a chance if you stand out and if it is as bad as could be expected your only hope..If they do survive and our fears are unfounded re insolvency and you get your gear..then thank or give them a serve. There are times Kenny where being manipulative is called for. I am ex lawyer and can say legal rights are last resort iand in truth do little once contracts break down its man on man ..appeal to the man make him want to help you..get him to take that one going to canada to australia..ask him what have you got that you can send me now..please help me out mate I am desperate and you.are the only person who can help..I want to show my mate before he dies if you can tell such a story based on a truth not a lieAnd be positive see the box arriving see a positive outcome believe me it is scientific why that works.
best wishes alex