Starlight Instruments Customer Service Story...
Posted 25 January 2013 - 10:53 PM
I contacted Starlight to inquire about buying a replacement knob and focuser screw. The proprietor, Wayne, asked me to send pictures and my address. I insisted that I wasn't looking for a freebie, and that I intended to purchase the replacement components.
In today's mail the replacement knob and screw arrived - free - from Starlight. I am not the original purchaser of the scope. They owed me nothing. Nonetheless, they went above and beyond the call of duty and helped me out, big time.
Thank you Wayne, thank you Starlight.
Posted 25 January 2013 - 11:01 PM
Posted 25 January 2013 - 11:20 PM
Posted 25 January 2013 - 11:27 PM
Posted 25 January 2013 - 11:58 PM
Posted 26 January 2013 - 12:20 AM
These could have been shortcomings of the scope when new.
(i.e., the seller kisted it as mint, but didn't mention the slipping dew shade and faded anodizing on one of the focus knobs).
Posted 26 January 2013 - 06:36 AM
I have to say the responses were very quick and thorough and I wish on the original problem I had gone to Starlight/Wayne for support instead of the US Tak support group.
I'm just deciding now which upgrades I want to make before proceeding.
Posted 26 January 2013 - 06:59 AM
Posted 26 January 2013 - 08:03 AM
Thank you Wayne, thank you Starlight.
I have also received stellar service from Starlight the past few years and I just ordered another adapter from them. I have an extra 2 inch focuser sitting in my spares bin and plan to use it on my Lunt LS60.
I am spoiled by my FeatherTouch focusers. They are superb!
Posted 26 January 2013 - 08:06 AM
Posted 26 January 2013 - 08:52 AM
Posted 26 January 2013 - 10:38 AM
didn't mention the slipping dew shade
+1 on Wayne. He has hooked me up on all the scope/adapter/camera issues I have on my setups.
I have an SV105 (original owner) and have had the slipping dew shield problem. Easily recified: Unscrew the dewshield (carefully as to not unscrew the lens cell underneath it) and stratigically add some "anti-velcro" (that is, the soft side from a velcro stick on kit) to fatten out what was originally put in to create friction between the dew shield and the tube. Screw the dew shield back on and your back in bussiness.
Posted 26 January 2013 - 10:49 AM
Posted 26 January 2013 - 11:43 AM
Similarly, the slipping dew shade is a design defect from Stellarvue, but it is a defect that arises over time due to wear, not one that manifests when shipped from the factory. It's a wear-related item like tires. A used car is not "mint" if the tires are bald. Same here. When the felt used to hold the shade in place compresses due to use, the dew shade slips. It, too, is a disclosure item that prevents as used scope from being "mint".
In other words, they all aren't like that and none of them are like that new. Mint means "as new". What I received was a "project scope" not a "mint" scope. Now I'm doing the projects that are needed to take it back to "very good" condition. It is not cost effective to try and make it "excellent" or "near mint" as that would require a stripping, buffing, patching and repaint.
Posted 26 January 2013 - 12:11 PM
Posted 26 January 2013 - 12:48 PM
A good example for others to follow. Again, thanks for sharing...
Posted 26 January 2013 - 01:27 PM
Ironically, John, I was in the hardware store last weekend and picked up some Velcro strips with exactly this fix in mind. The scope is on the workbench with dew shade removed, waiting for me to attend to it this weekend. I figured the Velcro would hold up better than felt. Thanks for the validation, John!
Your probably right on that one, I've had to do it twice already. I don't know why they even bothered with a set screw -it has been pretty much useless since not long after I got mine. The scope is great though...
Posted 26 January 2013 - 04:57 PM
Posted 27 January 2013 - 10:19 AM
Posted 27 January 2013 - 07:51 PM
I couldn't agree more on both counts!
Posted 28 January 2013 - 10:31 AM
Posted 28 January 2013 - 10:41 AM
I went there for a tour then decided to write a CN article on the experience. They later made it a part of their website. I'm pretty sure they still welcome visitors.
Excellent writeup and definitely worth a read. Makes me want to drive down and get a tour . . .