Orion support policy

Don't know if this is the appropriate forum for this, and some of you may already know this, but I found out this week that if you didn't buy your scope directly from Orion or one of their authorized dealers - IOW, if you bought it used on AM or elsewhere - Orion provides no support. I contacted them because in moving my XT12i to its new storage shed, I lost the nylon bushing that the tension bolt threads through into the OTA. I wasn't asking them to give me a replacement part; I was asking if I could order it, or even get the specs so I could locate another bushing somewhere else. But what I got from three different people there was this:

Dear Harry:

Thank you for contacting Orion.

Thank you.

Did you purchase the XT12i from Orion or one of our dealers? I'm not seeing you in our database.

Policy on selling parts:
We understand that situations may arise where the purchase of a part may be necessary. Due to the vast array of small component and machined parts that make up our product line it is neither practical or profitable to maintain a complete inventory of spare parts for individual retail sale. We are committed to providing the highest level of support possible to our customer base and will attempt to accommodate any request we can. Proof of purchase is required for the product for which the part is requested from Orion directly, or an Authorized Orion Dealer. Third party purchases are not supported.

We apologize for any disappointment that may be caused.

Clear skies and good observing"

And that's where they left me. Customer support online chat, tech support online chat, email from tech support. As I told them, I had bought from Orion in the past, although not this particular scope. Whether I would in the future is doubtful.

Harry

Harry:

That does seem to be the case with Orion, they have decided not to support third party purchases. Bad policy in my mind, I no longer recommend Orion stuff for this reason. I would never buy a Orion scope with electronics for this reason. I have heard that if you talk to the right person they may be able to help.

Jon

Harry, I've been down that rough road with Orion myself. Is it possible that the bushing you need might be available from a local hardware store, or maybe McMaster-Carr?

It is for that very reason that I refuse to patronize Orion and have told them so. If enough people take that stand, I think you will see a change in their policy!