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Customer service
I've had very interesting cuts,er service experiences in the last two days.
Orion. Asking them about ccdsoft driver for their autoguider, the guy emails me back saying he doesn't use ccdsoft. So I point out in prefer ccdsoft and he writes back, "yeah but I dont". Wow
Skyshedpod. After waiting like four or five extra months for my adapter plate for the pier, they snail mail it, so I upgrade mounts when the thing finally arrives and reorder another plate, and they are charging me extra to have it expedited. also he never emailed me back, and said finally, "I've been getting your emails when I don't respond that means I'm working on it". He needs an assistant
Moonlite focuser. Something odd happened to the little control box they produce, I emailed the guy at around midnight his time and he immediately shoots back to me that he's expediting it in the am and cc'd his electrical engineer and inquire if it might be user error not to charge me but to learn if there is something odd I did or if it's just a malfunction, and he asked me if inwould be good enough to take the packaging and send the old one back. Shouldn't be surprising that moonlite has amazing products.
Also jeff mcfarlin from astrogab totally took control of my desktop to discover that the moonlite focuser control box was broken, he's the man.
All of this makes me think about my company, as I am in the service industry. Our reputation is similar to moonlites, we are on top of stuff. I'll never hold a company to being perfect, every organization makes mistakes, but how a company deals with issues speaks volumes to the leadership and reflects itself in every way, including the basic product quality. If you care you care.
As far as astrogabs service, this is a side site for myself and Trevor and were looking for a computer programmer who knows astronomy to jump in and take over sort of speak as both of us are just too busy and lack computer savvy.
Orion. Asking them about ccdsoft driver for their autoguider, the guy emails me back saying he doesn't use ccdsoft. So I point out in prefer ccdsoft and he writes back, "yeah but I dont". Wow
Skyshedpod. After waiting like four or five extra months for my adapter plate for the pier, they snail mail it, so I upgrade mounts when the thing finally arrives and reorder another plate, and they are charging me extra to have it expedited. also he never emailed me back, and said finally, "I've been getting your emails when I don't respond that means I'm working on it". He needs an assistant
Moonlite focuser. Something odd happened to the little control box they produce, I emailed the guy at around midnight his time and he immediately shoots back to me that he's expediting it in the am and cc'd his electrical engineer and inquire if it might be user error not to charge me but to learn if there is something odd I did or if it's just a malfunction, and he asked me if inwould be good enough to take the packaging and send the old one back. Shouldn't be surprising that moonlite has amazing products.
Also jeff mcfarlin from astrogab totally took control of my desktop to discover that the moonlite focuser control box was broken, he's the man.
All of this makes me think about my company, as I am in the service industry. Our reputation is similar to moonlites, we are on top of stuff. I'll never hold a company to being perfect, every organization makes mistakes, but how a company deals with issues speaks volumes to the leadership and reflects itself in every way, including the basic product quality. If you care you care.
As far as astrogabs service, this is a side site for myself and Trevor and were looking for a computer programmer who knows astronomy to jump in and take over sort of speak as both of us are just too busy and lack computer savvy.
Comment
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Comment by Marc Basti on April 13, 2011 at 12:43pm
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I've had varying degrees of crappy cust. service (4 come to mind). Odd thing was they were all from Calif. oh oh. Marc
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Comment by Trevor Woodrow on April 13, 2011 at 12:32pm
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Oh no you didn't, Basti!
I've had very positive dealings with OPT, but Orion IS the devil!
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Comment by Charles Dunlop on April 13, 2011 at 12:09pm
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Ron at moonlite rules. Wayne at Skyshed is ok, just needs an assistant or something. And then there's Orion, they just suck. OPT has always been cool. ScopeCity as well. Celestron has always been easy to work with and quick to fix things.
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I don't want to end up like T, a sour old man, so I'll just do the praise part. Jim at Scope Stuff and anybody I've ever talked to at HighPoint Scientific. Marc
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and your grandmothers!! LOL
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Everyone hear that?
Lock up your daughters!!!!
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yeah, we're definitely getting older cause we're from the old school. At least your wife still thinks I'm hot I guess. lol. Hey man, actually I'm younger because as of a few weeks ago I am now single. oh boy... trouble is on!
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I'll take that, I just thank God that I am better looking!
That kinda stuff drives me nuts! Caught a guy sleeping in an area that was accessable to patients. Told him to wake up because it looks bad. Couple weeks later I get "talked to" because he was on a designated break! WTF!
What a world, what a world....
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no Trevor, you ARE older, as age is a state of mind... lol
I had a receptionist who wouldn't help someone because they were on break, and we rarely have visitors. I FREAKED OUT, whole company was tripping as it's one of the only two or three times in ten years I've exploded. Message delivered. The whole company started getting angry at her, and she changed her ways big time. If the boss doesn't care nobody else will, so... examples must be set. Guessing Orion run by an mBA type not someone who loves telescopes.
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Insane? No. Typical.
When I upgraded my laptop,I was having some issues with my Siruis Mount. I thought it was due to changing of operating systems. Contacted Orion...they said I was right and the new software patch was "hopefully" coming that week! Turns out, I was not right, I just needed to change a setting and all was fine, but their own tech guy did not know that, or was yanking my chain just to be a dick!
Wish it was just Orion though....I hate to sound like an old man ( at least I am not as old as you!) but customer service across the board has gone to pot. Even just getting my tacos at Taco Bell is a chore nowadays! Damnit man, I need my tacos not the 'tude!
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