Good Service

[Larryp (Laurie)]

A few months ago, I purchased a North Group 102mm triplet apo directly from the manufacturer. While optically excellent, the telescope's focuser originally had a part missing, which the company subsequently supplied for me.
Unfortunately the focuser was still defective after installing the missing part, so I emailed Gilman Zhang, the representative. He organised for their courier company to pick up the focuser from my home and send it back to China for repair or replacement.
I received a brand new focuser as replacement today.
I had purchased a Moonlite, so did not really need the replacement, but you cannot knock North Groups service!

[doppler (Rick)]

I had a similar experience earlier this year. I ordered a mirror set from Coulter Optical in the US, but when the mirrors arrived the secondary was too small. They promptly sent 2 replacements and told me to keep, donate or sell the small one.

[Stardrifter_WA]

That's great Laurie, you can't beat great service.

I have been rather lucky, I have rarely had any problems, but when I have they have all be resolved efficiently and with complete satisfaction.

The last "astro related" problem I had was when I bought a Stellarvue Finder from OPT and when it arrived one of the screw holes was drilled and tap too large in the finder bracket and the screw just fell through the hole. I contacted OPT, who subsequently contacted Stellarvue and they sent me a replacement immediately. Had it within a week. They didn't even want the old one back either, which was sweet, as I used the base for my green light laser finder rifle sight, and I have 6 spare screws.

I am about to order another finder from them, for my new scope.

[Larryp (Laurie)]

Rick and Peter, It seems there are many stories of astronomy manufacturers/ dealers going out of their way to keep customers happy- much more so than the general commercial world.

[Chris85 (Chris)]

I agree Larry, you can't fault gilmans service.
Just last week I received my ed80 from him, but the ota was damaged on the way over. A few emails later and he organised the damaged scope to be picked up from my work, and now I have a replacement on it's way to me :-D
Also well done to Keith at Btow in Perth. I ordered a set of drives for my eq3, but after getting the wrong ones he agreed to swap and gave me a illuminated eyepiece for my troubles. The new drives needed to be ordered in. Fast forward over a month later and still no drives from the supplier, he strikes a deal to upgrade to syncan goto for only $100 more on top of my original order! Syncan goto and illuminated eyepiece for less than half price = one happy customer! :-D :-D :-D