Celestron Customer Support deteriorating?

I have historically had good experiences with Celestron technical support and customer service, but recent events have me extremely concerned...

The hand controller on my Nexstar 11 GPS was swapped out a couple of years ago as part of the motor controller board upgrade Celestron provided free of charge to owners of early models. Everything went smoothly until recently, when I noted that my second line of text was only working intermittently. Now both lines are illegible most of the time.

I contacted - or I should say ATTEMPTED to contact Celestron to inquire about repair/replacement options for the hand controller, starting over a month ago. I'm assuming that I'll need to bear the cost - this scope is well out of warranty. I just need to know what part number to buy or if there is any exchange/recycle program for controllers.

I first tried to use the Celestron online support in early November. I described my problem, noted that I expected to have to purchase a new or reconditioned hand controller, and sent the mesage on its way. Weeks passed, and no reply came.

I then called the technical support number listed on the Celestron website about 2 weeks ago. Following the prompts on their automated phone system, I repeatedly attempted to hold to speak with a human. After three waiting periods terminated by attempts by the system to get me to record a message instead of holding for a human, followed by disconnections, I gave up and left another message fully describing my problem and imploring them for some help. Again, weeks have passed. No response, no answer to my question, not even a message that acknowledges that they are behind and will get to me someday. Zip.

Not the Celestron I dealt with even 2 years ago!

I got lucky this morning and got through to the tech support number, but the guy who answered wasn't able to provide me with any information - he said he'd need to ask "them" and he'd get back to me. I related my recent trials, and he allowed as how they were "swamped". He took my phone number and promised to get back to me. I'm hoping that he does but a little skeptical...

Is anybody else noting this trend? Am I the last one to notice it? One of the reasons I bought from Celestron is my perception that they provided better customer support than the other guys. I had some very poor support experiences in the past on some blue-tubed scopes. Now it looks like Celestron is going the same way.

I may need to stop recommending their products to novices. If I'm Celestron, that should raise a red flag.

Are you listening down there in Torrance?

Jim

Jim,

I'm sorry you are having a difficult time with Tech Support. I think your case maybe an isolated case. Just in the past two weeks I have been in contact with Celestron about a problem I'm having. I spoke with tech support and received a return authorization number to ship the scope in for correction. I even called them back that same day and left them a message and they returned my call within a few hours. Now that my scope has been delivered I'd be curious to see quickly they will turn things around, especially since it a minor repair.

Good luck,

Pernel

Sounds like my last experience with them. Here's my post from two years ago.

https://www.astromart.com/forums/viewpost.asp?forum_post_id=163607&poll_id=&news_id=&page=2

I finally did get a call back -- but it took another six voice mail messages and three months of wait.

Jerry

I recently had the same problems with Celestron CS. From talking with the support guy on the phone, I get the feeling that CS at Celestron is one or two people who only talk to customers when they aren't busy wearing some other duty hat.

As a lot of you probably know, Celestron was aquired by Synta earlier this year. I imagine that one of the first things Synta did was to go in and slash everything they could that they saw as "unneccesary". From my experience, I don't think that overseas companies see customer service as an important part of doing business the way American companies do. I may be wrong--just my 2 cents.

Rex Cox

Jim,

I would have to say that I have had both positive and negative experiences in contacting and receiving replies from Celestron support. I've had relatively good luck calling (you have to be persistent), but have never received a reply from any email I've sent them.

John is the man you want to deal with on the phone. He takes a genuine interest in your questions and/or issues and is easy to talk to.

having worked at a support call center before (temporary position with Microsoft) I can tell you that for the most part, very few, if any call centers have ever made a profit from providing support. Microsoft loses millions each and every year running their call centers, so the company doesn't give it the attention it needs and deserves. Perhaps this may be the case with Celestron too.

I've read through most of the replies to your original post and have a question. Have you considered writing letters to the CEO and Board? Doing so might make a difference, especially if you mention the messages posted here on this site.

Anyway, good luck with getting the help you need.

David Eccles

You'll have to yell much louder now. The shots are being called in Shanghai rather than Torrance. That's why I am considering getting my Celstron SCT OTA from Orion rather than Celestron. Let Orion exchange the unsatisfactory unit and then hassle with Celestron on their own account.