Bad service.........Still Waiting!!!!!

[Astroman (Andrew Wall)]

OKay I am fairly patient when it comes to getting this from overseas or interstate, and I would expect a little better business ettiquite from a local supplier, but this has gone beyond a joke.

Last month I ordered a Siebert 3x Barlow from a local supplier and was told then it would take two weeks for it to get here, okay fair enough, so I waited... I didnt hear anything back so I emailed the supplier, and waited some more, I rang the supplier and got a message bank, left a message and waited, no reply,okay emailed again, rang again. Still waiting. I eventually got hold of the supplier where he told me that he would ring the company up in the USA and findout ,meanwhile I emailed the company too and got the reply that the supplier has a few things on order will be shipping shortly, well it's been over a month now, and I am still waiting...

I am really considering cancelling my order with Telescopes and Astronomy and asking for my money back including the money for delivery.

I am sick of trying to get in touch with this supplier...

[ballaratdragons (Ken)]

I don't blame you Astrew,

That is terrible business practice from both the supplier and the distributer!!!

Bad enough that the US company is taking so long, but It is plain rude for Telescopes and astronomy to not answer your emails and phone messages after weeks of trying.

I know I won't be ordering anything from them! Thanks for the heads up on a very slack supplier. Get ya refund and go elsewhere mate.

[jackenau]

Tried to purchase something from the same dealer over 12 monthsa ago. Didn't return phone calls, answer emails etc. Unfortunately had something I wanted so I perservered, but definately needs to take a lesson in customer service.



Ken M

[Miaplacidus (Brian)]

Mmmmmmm, yersh, similar situation when I wanted a dob base and bearings to convert my newt from an EQ. I wasn't in a hurry really, so I had the luxury of remaining benignly amused by the delay.

I made my first enquiry last year, got some early emailed responses in August and September 2005. The postage quote arrived two days later. I let it lapse for a while, then rang in January when I was told they were arriving in the country soon. I sent off another email on 20 February, and received the reply "Not yet". Another email of mine on 7 March was answered five days later with a comment that the shipping papers had still not arrived. Somewhere in all that I get offered a mount for a 10 inch OTA because they didn't get the one for an 8 inch. Er, no thanks.

Heard nothing for a couple of months, then out of the blue I got a message that they've arrived... Oh, hang on... No they haven't.

Then finally they were in! I paid over the phone, via credit card. Five days later: no debit, no delivery. I rang up. No answer. Tried again. Apparently the poor boy had been sick. (Too sick to email?)

I finally received the boxes about a month ago.

Not the way to retain customer loyalty, I would have thought, but what do I know?

[janoskiss (Steve H)]

Andrew, I'd cancel the order and order it directly from the o/s supplier.

[Dennis]

Not sure if it helps, but here is my experience and approach with the same dealer.

I have purchased several (small) items from Telescopes & Astronomy and whilst they have not always been responsive, when they did reply I was impressed by the extra information included in their replies. For example, when looking for OTA mounting rings, I was offered a comprehensive range and was also provided (unsolicited) with measurements etc., so clearly they were thinking about my needs from the perspective of an astronomer in the field, and not just the standard sales pitch.

Also, their prices appear to be very competitive, so I automatically assume that their service may not be as good and try to factor this in, as I guess they must be running a lean operation to keep prices so low. This would make them more vulnerable to staff shortages, sickness, holiday’s etc.?

Finally, I try to order goods and allow a long lead time before I would like to use them, to allow for possible delays which always lead to frustration and sour the purchasing experience. If I want something quick, I usually have to pay more for it from a local store/dealer, which has a reputation of holding stock and providing a quick turn around.

Cheers

Dennis

[Lester]

Hi Andrew,

Bad service, My tractor broke down over 2 weeks ago. Mechanic ordered parts to come from Sydney (could have come from the Moon Faster) they sent parts which took a week. Wrong parts reordered took another week and 1 part is still not correct.

the 3rd time ordered parts and STILL WAITING AND like you Andrew I am usually very paitent but this is trying me out.

I sympathise with you too. Some times we just got to speak up.

Feel like selling all my Ford New Holland equipment and getting Case IH gear, but cannot afford it.

Anyway thanks for hearing my sob story.

[Matthew Lovell]

Hi Andrew,

First of all, I apologise for the delay.

I have checked our email history and I have answered all your emails.

I haven't received any phone messages, unless something has gone wrong with the message bank.

As you know, the supplier is from overseas. When the order was placed, I said Harry Siebert usually sends his items out in about 2 weeks. He is obviously behind or is just trying to annoy us. I don't think its the latter.

I remember a couple of years ago you were in a rush to get something and so I gladly dropped it off to your house personally, while I was on holiday. Actually, I remember dropping things off to your house on more than one occassion. I don't think there is anyone else in Australia who would do this.

Its not often I get criticized from people elsewhere. I'm surprised you have criticized me in a forum when we belong to the same society and see each other on a regular basis.

Sometimes it is very difficult to get in touch with me. I don't sell pizzas or widgets, I design, make and sell astronomical equipment. It is not uncommon that I spend half an hour on the phone with someone who needs my help. I receive around legitimate 400 emails a week for which I try to keep on top off. Technical advice takes time to answer and once again, there isn't anyone else in Australia who will answer these questions.

If you wish to cancel you order, you may. I will refund the amount paid.

You were also interested in the Astronomik range of filters. I have sent Astronomik a couple of emails and had no reply - yet.

To Miaplacidus: Dob Mount and Bearings. Sea shipments can be precarious and I had to wait for 2 shipments before the articles I ordered finally arrived. I apologise for this.

I wish I had control over my suppliers as they can be the bane of my exsistence. As stated on the homepage of my web site, one of the reasons I started the business was the difficulty of obtaining items, in a timely manner, the price of which they cost to obtain and also the information available. I believe I have addressed these three issues to the best of my ability. Hopefully as my stock continues to grow, waiting periods will be shortend.

Matthew

[Miaplacidus (Brian)]

No need to apologise to me, Matt. All along I'm sure you are more sinned against than sinning. I too have been the dog wagged by the tail of recalcitrant suppliers. I think the point being made was that good communication is crucial from a customer's point of view, being kept in the loop and all that, especially when we're dealing with someone via the Internet. Consumers feel a bit vulnerable in that situation, and occasionally we get burnt. Personally, I appreciate your efforts, and the efforts of anyone trying to operate an astronomy related business in this comparatively small market. Keep up the good work.

Cheers

[Ric]

Hi There
I can understand your frustration, when I was buying my LX200R 12" plus DSI II camera and other goodies to go with, I sent emails to six stores enquiring about prices and getting quotations.
Of the six only one replied and offered good prices, good service and when I rang the head technician was more than happy to talk telescopes, photography and offered heaps of advice, needless to say this Sydney company got my business and will get more in the future. I find it amazing that when you are prepared to spend over 12 grand on a new setup that companies are not interested in talking to you.

Cheers

Ric

[rogerg (Roger)]

Gez this thread could explode.

I have bought 90% of astro purchases within AU from Bintel & Mathew because they're the only 2 that have provided consistent good customer service to me.

I've tried many other AU companies over the past 5 years (many, but far from all) and given up on the rest because of many various reasons including poor communication.

This confirms how much of a case-by-case thing this is: Some people have great experiences with some retailers while others have bad experiences with them and great experiences with others, or vis-versa. While I wouldn't first think to buy from the people I've had bad experience with in the past I still keep some of them in mind because I know it could be a case of me just hitting a bad strike the last time(s).

This poor communication is one thing that distinguishes AU from US in my mind, I've never had such problems from the companies I purchase from in the US, it's like they do a customer service training course that most AU places don't. Seems to be the opposite for wholesalers - suppliers in the US seem to have poor service and don't give a second thought to AU retailers.

It is unfortunate for the retailers that in this relatively new world of emails and "extreme communication" where people expect replies almost instantly and constant connectivity between parties involved (whether it be personal communications or business communications), that the retailer somehow has to keep up with that without it completely consuming their time. I pitty their situation - it's not like us customers want to pay for the extra 24/7 communication. I'm as guilty of it as the next customer. It's not surprising they can't keep everyone happy.

It's when retailers are dishonest, don't have a clue, intentionally unresponsive or use 'bad tactics' to get business that I get really annoyed at them, and there's some in AU I put in this category.

Roger.

[iceman (Mike)]

Great points Roger.

Gez this thread could explode

Very true, so as a reminder to everyone - let's remember to re-read our post before we press submit. It's always a fine line when a thread comes up discussing retailers and bad experiences.

Remember to be specific, don't generalise and don't get personal.

More times than not, it's probably miscommunication that's the issue rather than what might be called bad service.

[Astroman (Andrew Wall)]

I can see this thread could get a little out of hand and in all honesty I do not want to be cause of someones business going down because I "jumped the gun"

I was upset about not being contacted and have privately sent Matthew a message regarding the matter.

Mike or moderators can you lock and/or delete this thread please!?

Sorry that everyone had to read all this, I used an open forum as a venting area which should have remained private between both parties.

[janoskiss (Steve H)]

It's good that we had the chance to read about both sides of the story.

I see nothing wrong with members reporting their experiences with dealers/customers good or bad as long as people stick to reporting what happened, rather than getting nasty, personal etc.

[xstream (John)]

Locked at starters request.