Buying from Andrews Communications? - Page 2

Shiraz (Ray) · #21 07-05-2011, 08:24 AM

ditto all above endorsements. BUT, pay for insurance if purchasing anything delicate - the suppliers may be OK, but the freight companies don't seem to give a stuff.

Krumlov (Gavin) · #22 10-05-2011, 03:18 PM

Don't know if anyone else has noticed but prices on GS Dobsonians have just come down. The 8" I have been looking at is now only $399! (previously $449 so a good saving!)

PlanetMan · #23 10-05-2011, 04:01 PM

Alas I can only report on my own experience wherein I went into the store to purchase a refractor which, due to the exchange rate at that time, was an extremely good price. I previously contacted the store to confirm it was indeed in stock. When I got there however the particular refractor I wanted to buy at a good price "could not be found" and was told it was presumably being used for "testing"

. So it was nice to learn that they readily admitted that something I was intending to buy as a supposedly brand-new item at a brand new price was being given a once around the block by someone else. Thereafter, I was encouraged to buy another refractor - a new brand they had just started selling and were presumably trying to push - maybe that had something to do with their difficulties finding the refractor I actually wanted to buy at the good price.

Ironically, while I was there another customer also came into the store after some items which were also meant to be available at a certain lower//cheaper price and were "out of stock" - this other customer did not seem happy with this situation. I have never returned to Andrews (and never will) - I only buy my new stuff from Bintel and AEC. These stores do certainly cost more but the products (e.g. TV and Tak) are in a different league.

So in one context I don't think it fair to compair stores or prices as I think the respective stores are really aimed at different market niche. Andrews is more towards the larger general public market along with U-shop - what was formerly York. While Bintel/AEC are more towards the astronomy tragics who have the bug and their wallets will suffer always in pursuing the best optics that might be available.

In my opinion - if you are after some of the best buys in astro gear none of the stores compare to the deals that can be found on the classified forums right here on IIS. However, you do have to know what you are after and it is the usual case of the early bird getting the worm.

lolthrash (Oliver) · #24 14-05-2011, 11:26 PM

Interesting to find so much support for Andrews, very different to my experience with them. I was treated like an idiot basically, and it was implied that I was a liar and at fault when the product delivered to me was obviously completely faulty. I was treated much like a child and told that I had "handled the product roughly" and was outright refused a replacement item under warranty due to supposedly being at fault. Instead the item was returned to me with a dodgy repair job (new binocular eyecups replaced with a bunch of dried glue left over on the body of the binoculars and a "tightened" brass mounting nut that ripped straight out the first time it was used). Based on my dealings with them, as is the only fair way to gauge a company, I would not recommend them to anyone at all. Perhaps I'd have been treated better if I had spent more money?

casstony · #25 15-05-2011, 12:40 AM

I don't doubt that you had a bad experience Oliver, I've had the occasional problem with various shops too, though overall I can report positive buying and customer service experiences. However if you don't get the service you expect at a particular shop there are plenty of others to go to.

Caution is needed buying cheaper end gear though; while China seems to be producing generally fair to good quality astro gear, you can also buy chinese junk that's barely suited for the task. Sometimes it's better to spend a little more or if in doubt, ask about a particular product on the forum - you'll get straight answers from people who have used the gear.

mikerr (Michael) · #26 15-05-2011, 08:46 AM

I'll be watching the outcome of this with interest.....

http://www.iceinspace.com.au/forum/s...ad.php?t=75665

Michael

PlanetMan · #27 15-05-2011, 10:13 AM

Oliver

I am sorry to learn of your experience but at least console yourself that you didn't spend big money in the shop. A lot of the time "warranties" aren't worth anything as they are just hype to make a sale and are not genuinely honoured as you have found out the hard way.

Whereas I might spend $300 on a single TV eyepiece I have absolutely no doubt that Bintel (or a Tak part from AEC) will honour the 5 year warranty - it really is a matter of pride to them as well as the manufacturers they represent.

Ironically, the best endorsement of these products is that I have never had a defective/warranty issue ever. It is a totally different paradigm and ethic with stores peddling the mass produced Chinese stuff as they probably aren't genuinely expecting repeat custom such as what you get with TV and Tak gear.

Although we all like to seek a bargin in astronomy the expression 'you get what you pay for" generally holds true. I also think the "quality not quantity" expression important. Finally, with respect bad service and questionable operators the expression "answer with your feet" (i.e. go elsewhere and never return) the best way to approach things.

lolthrash (Oliver) · #28 15-05-2011, 10:28 AM

It's quite bizarre as besides the dodgy eyecups on the binos (which are now fine, as Andrews replaced them) and the dodgy brass nut, the actual optics appear to be (in my limited experience with things like this) really quite excellent, they're great to use and the images I see are very sharp. Just a real shame that they had to treat me like that, quite undeserved I feel

Jom · #29 15-05-2011, 02:01 PM

Hmm this thread makes the decision even harder! I've heard from a number of sources that Andrews won't honour warranties easily and "grey" import their telescopes... which is why they're so cheap. I was almost certain I wasn't going to buy my first scope through them until I saw the overwhelming support for the business in this thread. Argh!

lolthrash (Oliver) · #30 15-05-2011, 03:03 PM

You should be fine, as long as nothing at all goes wrong with your purchase

mithrandir (Andrew) · #31 15-05-2011, 05:05 PM

I have had one warranty claim with Andrews. They shipped my mount to Brisbane, had it repaired (motherboard replaced) and back in about a week. When a part that was supposed to be included in a shipment from the US was not in the container, they had it airfreighted.

Andrew

SMan (Henryk) · #32 15-05-2011, 08:43 PM

I've spoken with a couple of people at Andrews for advice and purchase of binoculars and was very happy with the service, particularly as I'm a beginner. That was a couple years ago though, could be dealing with different person(s) now.

Cheers,
H

lolthrash (Oliver) · #33 16-05-2011, 12:55 AM

Quote:

Originally Posted by mithrandir

I have had one warranty claim with Andrews. They shipped my mount to Brisbane, had it repaired (motherboard replaced) and back in about a week. When a part that was supposed to be included in a shipment from the US was not in the container, they had it airfreighted.

Andrew

sounds like you spent more than me

casstony · #34 16-05-2011, 08:26 AM

[QUOTE=Jom;720740]Hmm this thread makes the decision even harder! I've heard from a number of sources that Andrews won't honour warranties easily and "grey" import their telescopes... which is why they're so cheap.QUOTE]

AFAIK only some of Andrews gear is grey import and it's only profitable if the Australian distributor has prices set excessively high. There's been somewhat of a David and Goliath battle been going on between Andrews and the Celestron Australia distributor.

It's best for Australian consumers if both Bintel and Andrews (and others) stay in business - we get more competition and more choice. On a side note there are two shops where I've had exceptional service and been offered more than I expected - Sirius Optics in Qld and Kokusai Kohki in Japan.

Jeeps (Sam) · #35 16-05-2011, 09:48 AM

Quote:

Originally Posted by mithrandir

I have had one warranty claim with Andrews. They shipped my mount to Brisbane, had it repaired (motherboard replaced) and back in about a week. When a part that was supposed to be included in a shipment from the US was not in the container, they had it airfreighted.

Andrew

x2, i had issues with my Red Dot Finder and they wanted me to send it back which i did and they replaced it with a new one.

cheers

lolthrash (Oliver) · #36 16-05-2011, 01:55 PM

Quote:

Originally Posted by Jeeps

x2, i had issues with my Red Dot Finder and they wanted me to send it back which i did and they replaced it with a new one.

cheers

Really?
Well why the hell wasn't I treated the same, this is ridiculous...

allan gould · #37 16-05-2011, 02:21 PM

I have been following this thread and felt I must step in. I purchased a WO 80 mm triplet apo scope from Andrewscom. After unpacking and star testing I noticed astigmatism as well as a lot of false colour for an apo. Without hesitation Lee told me to ship the scope back and within a week I had a replacement which was perfect. No questions asked and Lee stood behind the product.
Also I had tested a certain brand of focal reducer/flattener to work with a certain refractor. Although it did work well with my SCT it did not work with the refractor. I shipped the optics back and my money was re-imbursed that day. I have purchased quite a few pieces both high and low end from Lee and never ever had a problem. I've found them clear NAND concise in their information and if they dont know the answer they say so up front.
From my experience, I would recommend them for their sales and service. They do stand behind their product and I am thinking of another major purchase and it will be from them in a few months.

Logieberra (Logan) · #38 16-05-2011, 03:46 PM

A few observations...

I find it quite comforting to know that domestic astro suppliers are members of this forum, for example: Theo, Peter Ward etc (sorry if I missed others...). They maintain a healthy public profile, are significant contributors and are easily contactable. I don't know about you guys – but this openness and public accountability provides me with a great deal of assurance. Plus their products speak for themselves.

My question – are any Andrews staff members on this site? It may be in their interest to get on board and defend their position…

And out of interest, have any of you read Claude’s seller’s report on his AEC website: Some Dealers Do Get Them (http://members.ozemail.com.au/~aecclaudio/article3.htm). He provides some unique insights into the challenges of suppling to our community…

Food for thought…

Logie

casstony · #39 16-05-2011, 04:02 PM

Quote:

Originally Posted by Logieberra

My question – are any Andrews staff members on this site? It may be in their interest to get on board and defend their position…
Logie

I'm not sure that's a good idea. The best thing Andrews could do from a public relations point of view is sort the situation out to the customers satisfaction. "The customer is always right" is a concept that seems to have been lost in modern retailing.

Retailers and consumers all have our bad days and a conciliatory approach is a virtue for retailing I think.

Moon (James) · #40 16-05-2011, 04:39 PM

Quote:

And out of interest, have any of you read Claude’s seller’s report on his AEC website: Some Dealers Do Get Them (http://members.ozemail.com.au/~aecclaudio/article3.htm). He provides some unique insights into the challenges of suppling to our community…

That page is not new. I've always thought it gives more of an insight into AEC and how they operate to be honest.

With regard to Andrews, you have to give them credit for keeping an impressive stock level in the country.

James