Not a happy customer

Vermin (Tom) · #1 24-02-2005, 01:11 AM

I realise that most projects have setbacks but this is getting beyond
a joke. My Astrosystems Telekit experience so far:

(There are photos of these on the Astrosystems Telekit Yahoo group)

1) Quite a bit of shipping damage:

a) The spider was packed directly on top of the mirror back without
padding causing the thin section between the fan cut out and
electronics cut out to be broken.

b) Three trusss poles crushed - one almost flat, the thin over packed
cardboard box was no protection at all.

c) A finger joint broken from two of the mirror box sides due to inadequate
packing. Double boxing is a standard shipping practice that could fix
this.

2) Piss poor quality control:

a) One old style ground board foot and three new ones supplied - dowel
holes do not line up.

b) One old style and three new (different) truss clamp blocks
supplied. Yet to hear back about this as I only emailed tonight.

c) One truss clamp block split clean through where the T nut spike has
parted the laminations. Yet to hear back about this.

d) Altitude bearing extension inner radius wrong diameter. Yet to hear back about this.

I have sent Astrosystems a few emails as I have discovered these
problems, most of which it will be easier and quicker for me to fix
rather than having to wait for more parts to be sent out. i.e. The
cost of a $30.00 length of aluminium tubing and drilling new holes...
compared to more ******about with customs (but that's another story).

There seems to be little or no quality control at Astrosystems as most
of these problems could have easily been picked up before packing.

I was considering writing an article for Sky and Space on the construction of this kit. Not any more, I just can not recommend this product. Sure the support is great but the QC is abominable.

[there is not an angry enough emoticon for this]

iceman (Mike) · #2 24-02-2005, 06:04 AM

oh my god that's awful Tom! Did they get anything right?

That has to be sooo frustrating, when you're just looking to start putting together the best scope you'll own, you run into all these problems.

I hope you get some service from them, it's just not right, considering the amount of money you've probably paid.

Robby · #3 24-02-2005, 07:51 AM

Shocking! Hope you can get it all sorted.

Striker (Tony) · #4 24-02-2005, 09:02 AM

How frustrating.....sorry to hear Tom...hope it all works out for you.

[1ponders] (Paul) · #5 24-02-2005, 11:27 AM

Ahh Tom that's terrible. I'm really disappointed for you. Especially seeing as how excited you were.

What is their story. Surely such a "reputable" company has been dealing with kits like this for long enough to have some understanding of how to securely pack and *freight* delicate equipment like this. I certainly hope that Astrosystems get their act together and reship you either the correct replacement parts or better yet a complete new system at no cost at all to you.

That really sucks.

ving (David) · #6 24-02-2005, 11:35 AM

gah! where do they get off posting such a POS like that?

I'd say still write the article for here (and elsewhere) cause if they are going to treat thier customers like that then prospective customers need to know what they are in for!

Vermin (Tom) · #7 24-02-2005, 12:01 PM

Well after sleeping on this and calming down a bit I was prepared to have a look at it again today in a better frame of mind - until I read the reply from Astrosystems accusing me of being a petty whinger and asking the the kit to be returned as they do not want me as a customer!

Fortunately all the problems can be fixed with a bit of extra effort, time and expense. I still think the finished product will be excellent but I will not deal with this company again, despite the fact that my situation appears to be atypical.

MiG · #8 24-02-2005, 02:23 PM

Quote:

Originally posted by Vermin
Well after sleeping on this and calming down a bit I was prepared to have a look at it again today in a better frame of mind - until I read the reply from Astrosystems accusing me of being a petty whinger and asking the the kit to be returned as they do not want me as a customer!...

Now that's asking for an arse kicking in public. Well, not a proper arsek icking because that can get you in trouble, but a factual report of what happened is appropriate IMO.

ving (David) · #9 24-02-2005, 02:34 PM

like what i said! people need to know. I know after reading this thread I wouldnt deal with them!

rumples riot · #10 24-02-2005, 02:41 PM

Sorry to hear about your problem with the shipping not good at all. Sorry but had to edit out the swear word, even though you had gone to the trouble of using astericks. Just the rules now, that was the only thing that I changed.

Hope that you can get that great scope up and running soon.

Vermin (Tom) · #11 24-02-2005, 06:24 PM

No worries rr, sorry about the profanity, wont happen again.

I was a bit mad.

RAJAH235 · #12 24-02-2005, 09:26 PM

Tom, If they have said *please return the t'scope and they don't want YOU as a customer, then I would return the #$%$&*@((&% t'scope, as YOU don't want to be a customer of theirs! If you keep it, they have still made a sale, and you will always have bad memories. Make a fresh start. It's O.K. to modify but to repair! Not me!
JMO.

ps. Give them the job of repairing it! You buy from someone else.

Vermin (Tom) · #13 24-02-2005, 10:09 PM

I seriously thought about it, but I've been waiting too long to get this mirror under the stars,.

RAJAH235 · #14 24-02-2005, 10:31 PM

O.K. Good luck with it.

ballaratdragons (Ken) · #15 25-02-2005, 12:03 AM

Tom,

Before you assemble the scope, make templates of all the parts. Then you can make spare parts or another complete copy. Or you can make all the parts out of better material.

Vermin (Tom) · #16 25-02-2005, 12:59 AM

Interesting idea Ken. The material itself is first class Baltic birch ply with tons of laminations, very good quality.

ballaratdragons (Ken) · #17 25-02-2005, 04:35 PM

I made a template of the GS 12" dob mount before assembly.

It is only chipboard and I am going to make a much better one.

Craftwood (MDF) lasts for years if it is sealed with a minimum of 3 coats of paint.

Marine ply is even better. Hmmm, maybe 6mm aluminium sheet!

Hope it all works out fine for you Tom.

Vermin (Tom) · #18 25-02-2005, 05:41 PM

Well I got an email this morning saying that they had packed eight truss tubes in their standard packaging and the only way they could damage them was by running a truck over them! They offered to make an insurance claim but I don't think it's worth it. Much easier to buy a length of tube here.

We are on amicable speaking terms again.

RAJAH235 · #19 25-02-2005, 07:21 PM

It just maybe that a truck DID run over it.

silvinator · #20 25-02-2005, 07:34 PM

Sorry to hear about your troubles vermin. I hope you still get to build your scope.
Speaking of trucks running over things, I remember a guy from QLD who bought the same scope as mine and it got damaged in transit because the couriers chucked it all over the place. There was a huge dent on the side of the OTA which didn't damage or have any effect on the optics but it sure did look ugly. I actually saw it when I visited the store that person bought it from when I purchased my scope. They sent him out a new one so he was lucky.
Good luck with it all Vermin.