Speaking of Customer Service

I know many on Astromart share some horror stories but I want to go on record and say my hat is off to Stellarvue and to Vic and his team for my refractor repair.

I figured it was like going to be like a car repair: repair or replace parts, see ya in a day or so. Well, the scope was discontinued and they had to machine new parts, baffling. interior paint and powder coat. Drying for couple of weeks to prevent outgassing. Doing extra stuff beyond belief!

Meanwhile, I'm thinking, hey how long can it take? I hoped to perform a month an a half volunteer work representing my astro club for Mars Madness at the local science museum. And I took apart an old Newtonian to upgrade finder, focuser, mirror recoat thinking the refractor's coming soon. To make a long story short, time passes and now I realize I'm down to the wire,it's crunch time, and I panic. I contact Vic who just got back from a gig in Hawaii.

If there was a funny home video this would've been it--Newt parts all over, some of the new parts don't work, I'm calling machine shops, I throwing things. I'm cranky, pacing up and down. Pestering Stellarvue. Then a pitiful wimper and I'm a blur trying to get the newt re-assembled for a plan B.

Vic moved mountains to get it done and when it came in by FEDEX, I couldn't believe it was the same scope. A delicious pearly white, totally pristine. Upgraded parts. He made it better than it was. Mars looks awesome in this baby!!

I've volunteered for the rest of October and November, and I think there's gonna be some more Stellarvue fans when folks look through mine!

My somewhat limited dealings with Vic confirm what sems to be common knowledge.
Quality Glass + Outstanding Customer Service = Stellarvue.
Not that other companies don't also perform at this level; notably W/O and yes, TeleVue. Few of us speak to the Televue people when making purchases, so it's easy to forget the outstanding job Televue does.
Mr. Nagler, like Vic, will personally field questions and concerns from astronomers whatever the level of competence.
So while we argue about Chinese Optics , laser beams and other seemingly ,at least momentarilly important minutae, let's not forget the outstanding job our dealers do with regard to the human element of viewing the cosmos.
Others that can be named include Oberwerk, ClearVue Optics, Newcon, D&G( special praise warrented here for a most unusually hig -end product at moderate prices), and of course Ed Taychert's T-Scopes and DGM to name just a few.
Thank you all.
Thanks to Stellarvue whose quality and service led to starting this series of posts.

Hi Gerald,
I saw your original post on the other forum and couldn't believe you were talking about the same Vic Maris that I know and have dealt with for the past several years. I'm glad you got the misunderstanding cleared up and have the scope back in better-than-new condition. The SV85L is an awesome instrument, and the many folks who get a chance to peek at Mars through it will truly have an appreciation for what an excellent 85mm refractor can do. I have an SV85S, the short tube sibling of your 85L. It's a shame these were discontinued in favor of the 80mm triplets, because they certainly push the limits for a doublet apo. Kudos to Vic and Stellarvue, and hats off to you for publicly setting things straight.

Jim

On the other hand, I made a couple of inquiries as to the basic specs (size, weight, FOV) of their 80mm super-finder and never got a response, even after calling and speaking with a real person. Now, it was explained that Vic was having some personal problems, but I was assured that I would get a response. When I didn't, I felt like I was being ignored because I was inquiring about a second-hand, discontinued product that was an attempt to make lemonade (finders) out of lemons (lenses that weren't up to spec).

I hope things are indeed better and that, if I resubmitted my inquiry, it would be answered, but the question is moot.

Allen

Gerald and others,

I have heard all these great things about Vic @ SV and based on that I attempted to purchase a lens cell assembly (102mm f6.9) to upgrade my Burgess 1026. These were advertised on SV website earlier this year for ~$150 I think.

In June, I sent an email thru their "contact us" link. No reply. A few weeks later called them and discussed the issue with an employee who asked me to resend the email. No reply. Called and spoke to Vic who said he would pick one up at the warehouse in order to answer my questions about dimensions, etc. SV very busy. He tried to talk me out of buying one saying that I would not be satisfied and should "just buy a better telescope". I told him that I just was looking to turn the scope into a decent acromat for mid-power binoviewing.

Called again in early August. Vic asked for and confirmed receipt of another email concerning what info I needed. At the end of August I called again and resent email. SV was still very busy and had not gone to the warehouse.

Emailed again in mid September. No reply. Emailed again mid October and was finally notified that SV sold all the lens assemblies to someone offering to buy the lot. Asked him to put me into contact with the buyer. Have not heard back from him.

I wasted 4 months time thinking that SV was the answer. I guess great service is in the eye of the beholder.

Clear skies