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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 Charles Dunlop on April 13, 2011 at 10:08am
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LOL. Classic Trevor. Yeah it would seem to me they are bizarre, I mean here CCDsoft is one of the top three astrophotography programs and they don't have a driver for it? doesn't that sound insane?
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Comment by Trevor Woodrow on April 13, 2011 at 10:06am
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I'll tell you what...I am a bit more forgiving...ecspecially when dealing with techie stuff...I will deal with the attitude...shouldn't have too, but I will...if you are getting good advice. Orion give you attitude AND bad advice. I should post some of the email strings I have from them. Re-God-Damn-Diculous!
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yeah, a snide remark is unholy though. ridiculous.
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Hey, does Jeff want the job?
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Orion customer service is an oxymoron. I have dealt with their customer services three times and have NEVER had a positive experience with them.
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