I'd like to share an experience I just had regarding two different products from two different manufactures. This is what I deem to be excellent customer service vs. poor customer service. I bought both items about the same time.
COMPANY ONE:
Recently, while checking over my "high" end binoviewer I noticed some sort of growth on a mirror inside the prism diagonal. I had bought them in early 2001. Taking exceptional care of my equipment I was surprised to find it, especially inside a closed environment. I called the company and they asked where I bought it, which I told them. They asked me if I had a receipt and I told them that I would try to find it but didn't know if I still had it. They said they would check their records also to see if they had it on file. A few hours later I had a message at my office giving me a confirmation return number. I assumed (I know the saying) that they had found what they needed so I packed it up and sent it on it's way. A few days later they contacted me and stated that they still needed my receipt. They started giving me a hassle because I couldn't produce a receipt on an item that was bought over 2 years ago, nor did they have my records?? As such, they offered to let me BUY a new prism diagonal or send me back my old one. I told them to go ahead and return it. Believe me this is clearly their product. It has the name written all over it. NOW I RECOGNIZE THAT I AM PARTLY RESPONSIBLE BECAUSE I DIDN'T HAVE MY RECEIPT. However, I ask you, how many of your sales receipts do you have from over 2 years ago? Needless to say I am not too happy about it.
COMPANY TWO:
About 2 weeks ago, I was viewing Mars at around 4 a.m. on a Friday morning when suddenly my Losmandy G11 quit tracking. To my surprise one of the Gemini motors had burned out for no apparent reason. I emailed Scott later that morning but did not hear back from him during the day. I also happened to be leaving town the next day so I decided to pack it up. I sent it back to Losmandy 2 day priority even though I hadn't talked to anyone. I wanted to have it fixed right away to continue my observations upon my return. I sent another email to Scott later that afternoon letting him know what had happended and that I had sent the motor to him. Upon my return I had an email from Scott that the motor had been shipped out for return to me and that it had been fixed. I got it a few days later, installed it, and am now back in business. NO QUESTIONS. NO HASSLES. NO RECEIPT. Just great customer service.
Now, I had been thinking about upgrading my mount to another "well known" brand. However, after the service I received from Losmandy I think I'll skip the "hassle" and get a Titan instead.
Paul Atkinson
COMPANY ONE:
Recently, while checking over my "high" end binoviewer I noticed some sort of growth on a mirror inside the prism diagonal. I had bought them in early 2001. Taking exceptional care of my equipment I was surprised to find it, especially inside a closed environment. I called the company and they asked where I bought it, which I told them. They asked me if I had a receipt and I told them that I would try to find it but didn't know if I still had it. They said they would check their records also to see if they had it on file. A few hours later I had a message at my office giving me a confirmation return number. I assumed (I know the saying) that they had found what they needed so I packed it up and sent it on it's way. A few days later they contacted me and stated that they still needed my receipt. They started giving me a hassle because I couldn't produce a receipt on an item that was bought over 2 years ago, nor did they have my records?? As such, they offered to let me BUY a new prism diagonal or send me back my old one. I told them to go ahead and return it. Believe me this is clearly their product. It has the name written all over it. NOW I RECOGNIZE THAT I AM PARTLY RESPONSIBLE BECAUSE I DIDN'T HAVE MY RECEIPT. However, I ask you, how many of your sales receipts do you have from over 2 years ago? Needless to say I am not too happy about it.
COMPANY TWO:
About 2 weeks ago, I was viewing Mars at around 4 a.m. on a Friday morning when suddenly my Losmandy G11 quit tracking. To my surprise one of the Gemini motors had burned out for no apparent reason. I emailed Scott later that morning but did not hear back from him during the day. I also happened to be leaving town the next day so I decided to pack it up. I sent it back to Losmandy 2 day priority even though I hadn't talked to anyone. I wanted to have it fixed right away to continue my observations upon my return. I sent another email to Scott later that afternoon letting him know what had happended and that I had sent the motor to him. Upon my return I had an email from Scott that the motor had been shipped out for return to me and that it had been fixed. I got it a few days later, installed it, and am now back in business. NO QUESTIONS. NO HASSLES. NO RECEIPT. Just great customer service.
Now, I had been thinking about upgrading my mount to another "well known" brand. However, after the service I received from Losmandy I think I'll skip the "hassle" and get a Titan instead.
Paul Atkinson
