Btow

whzzz28 (Nathan) · #1 06-08-2012, 07:59 PM

Are there any reps from BTOW on this forum?

Been trying to contact them regarding an order but the phone just rings out and they are not responding to emails.

Havn't received any updates regarding my order, which is a bit concerning. Paid for via Paypal, approved the next day and then nothing.

Was hoping for to have the EQ6 by Astrofest but that isn't happening. Suppose i should have just purchased from Bintel or something.

That's what i get for trying to save a few dollars

Blue Skies (Jacquie) · #2 06-08-2012, 08:46 PM

I don't know them well but aren't they closed one or two days a week? I would think Thursday afternoon might be the best day to catch them. But otherwise..

I don't buy from them myself.

OICURMT · #3 06-08-2012, 09:01 PM

You can contact Keith via e-mail: Keith@btow.com.au

JZG (Jason) · #4 27-08-2012, 10:51 AM

I've had no problems with them answering the phone, but...

Well, I'm afraid this isn't a very positive first post from me, but I'm waiting for a refund from BTOW of more than $3000 for an order placed in March.

I checked by phone the product was available and expected delivery time (supposed to take a few days). Placed the order online the next day. Got an email a couple of days later saying it was on back order and would be delivered in July. BTOW at this point offered a refund, but I wanted it and it was no big deal to me to let the order stand.

About a month later my job was made redundant (there's a lot of that in Qld at the moment; I've picked up some contract work here and there) and I sought to cancel the order given my nasty change in financial circumstances. They said they'd get back to me, but didn't. I enquired again by email, then by phone, then by email, then by phone again at which time they actually agreed on the phone. I was feeling very positive toward them and thought this would be the place I'd make all future purchases once back on my feet. I would have understood if they'd said no - they are there to make sales.

More emails and phone calls later... (other than the first email to say it was back-ordered, they never contact me - I always have to initiate) and I find myself now almost in September, well past the delivery date for the telescope and well past when they said they'd refund the money. I've given them a deadline of the end of this week or this goes to Consumer Protection WA.

It's more than $3000, I don't have a job. They said they'd refund it. If they didn't want to, they could have refused and then delivered the telescope.

Will never deal with them again of course.

Anyway, I hope my future participation in the forum is a bit more positive.

Jason

casstony · #5 27-08-2012, 11:21 AM

Jason, assuming you paid by credit card you might be able to get your money back via the credit card company?

JZG (Jason) · #6 27-08-2012, 11:58 AM

Tony, I'd assumed not because the transaction was 5 months ago, but I have just sent an enquiry off to my bank to see.

I paid with credit card via PayPal, but it only gives you 45 days to raise a dispute.

noxidc · #7 27-08-2012, 12:04 PM

If i remmeber correctly, last year at this time the store was closed for 2 weeks while Kevin was on holidays. though you could always head to the store in malaga and see.

JZG (Jason) · #8 27-08-2012, 12:23 PM

Unfortunately I'm a few thousand kilometres away.

Given it's been going on for quite some time, I'd hope they wouldn't close up for weeks leaving it unresolved. In any case, it will be going to the regulators if it's not fixed this week.

Osirisra (Ken) · #9 27-08-2012, 12:28 PM

DO NOT order from them by phone or online, once you pay you will get nothing but screwed around. Happened to myself and 3 of our members. Constant bulldust excuses and runaround.

Dealing with Keith and co purchasing in store is a completely different story, very helpful and great service.

JZG (Jason) · #10 29-08-2012, 10:15 AM

A brief update for anyone interested.

I've received an email advising the funds 'should' be refunded by Friday. I guess I wait and check my account each day, but given other commitments that haven't been fulfilled I am not terribly confident.

JZG (Jason) · #11 02-09-2012, 03:32 PM

Bringing my sorry saga to a close:

I received a notice from PayPal on Friday that the refund had been transferred to my account (less fees). With those fees and the interest charged on the money on my credit card, the exercise has cost me about $330.

Due to time pressures and distances, I've purchased quite a lot online over the past few years from Australian retailers and online stores around the world (clothing, astronomy gear, computers, musical equipment and so on). This was easily my worst experience. Given one comment below that service in-store is good, I cannot fathom what happened here and I guess I won't waste time speculating, as I am happy to be putting it behind me.

It looks like being a while until I'm in a position to start buying gear again, but I am pretty sure that when I do I'll be heading to a shop and putting my hands on the items before I hand over the money.

Stardrifter_WA · #12 02-09-2012, 04:45 PM

I am surprised by some of the comments here.

It shouldn't make any difference dealing with a company personally or via online. If a company gives great service, it really shouldn't matter in the slightest. Although, dealing "in store" one can see the item they are buying anyway and can walk away with said item, so the experience is moot, particularly since the salesperson wants you to walk away with something he or she has in stock, that is until you encounter a problem, that is when you find out who gives great service.

I have always said that it isn't important as to whether you have a problem, as these will occur from time to time, but how that problem is dealt with. Good service means problems should be dealt with expediently.

Personally, I have been lucky, I guess, as I mostly deal online or via telephone anyway, both here and overseas. Yes, I have had some problems, but have been blown away by the responses to these problems. It is always better to deal with companies that have a great reputation, particularly for online purchases. Rarely have I encountered a problem that wasn't solved, but then, I would never deal with a company like them again and this is a great forum to determine, particularly in relation to astro gear, who are the most reputable companies to deal with. Bad news usually travels fast. But then, to counter that argument, word of mouth can be the greatest form of marketing, if you get service right.

Sarge (Rod) · #13 02-09-2012, 05:33 PM

I am a little surprised with the down comments about BTOW. I bought my NEQ6 from Keith earlier this year (his price was the best I could find). I checked the web for bad comments, but there were very few. I spoke to Keith on the phone, he was very helpful, placed the order online using Paypal, and had no issues. It was posted the day after Paypal cleared the transaction. Due to my experience I have recommended him to others (will now do so with hesitation). Hopefully the bad experience by others is not the norm for this store.
I did however have some issues with the delivery company. It took two weeks to come from Perth to Melb. I had ordered just before Easter and the delivery company stopped for 5 days over Easter. My mount apparently sat in Adelaide for 5 days. I have also had a scope delivered from China to Melb - it only took 3 days!

Clear skies

Rod

FlashDrive (Poppy) · #14 02-09-2012, 05:38 PM

Glad you sorted that one out .... bummer on the money lost in fees.

I'd never deal with them again ... not a chance ...$330.00 is a lot of food or petrol.

Flash .. !!

Stardrifter_WA · #15 02-09-2012, 06:09 PM

Quote:

Originally Posted by JZG

Bringing my sorry saga to a close:

I received a notice from PayPal on Friday that the refund had been transferred to my account (less fees). With those fees and the interest charged on the money on my credit card, the exercise has cost me about $330.

Surely you can seek redress from the company on the interest and fees paid as it was clearly not your fault. This could be done through the Small Claims Tribunal in your state, if the company is unwilling to redress the situation.

On the other hand, you may feel that it isn't worth it and chalk it up to experience. Personally, I wouldn't let it go, as $330 is a lot of money. It is almost a Delos eyepiece!

JZG (Jason) · #16 02-09-2012, 06:43 PM

I'm just going to put it behind me.

I would expect to have to wear some costs for cancelling an order. What I thought was unreasonable was the lack of communication, the time it took and the number of times I had to follow up - all while the amount on my credit card was incurring interest.

It would be good if they had a hard look at how they're running that part of the business. It seems to me they have some things to sort out.

Thanks for your interest and comments everyone.

Stardrifter_WA · #17 02-09-2012, 10:52 PM

Quote:

Originally Posted by JZG

I'm just going to put it behind me.

I would expect to have to wear some costs for cancelling an order. What I thought was unreasonable was the lack of communication, the time it took and the number of times I had to follow up - all while the amount on my credit card was incurring interest.

It would be good if they had a hard look at how they're running that part of the business. It seems to me they have some things to sort out.

Thanks for your interest and comments everyone.

Communication is certainly an important part of good service, for sure. I would never deal with a company that doesn't have good communication skills.

All the best.