I think it's good to post positive equipment/manufacturer/vendor feedback (along with legitimate concerns). Too often we complain but don't praise. So with that in mind I'd like to say a public thanks to Starlight Xpress. I have a several year old Lodestar autoguider that has worked wonderfully. Last week it suddenly developed a rather bright column defect or hot pixel readout line. I contacted SX via their online support form, not really expecting that anything could be done for this old Lodestar. Within an hour Terry Platt got back to me with a new camera firmware update that completely removed the column defect. I was shocked. Thanks SX for great customer support!
Kudos to Starlight Xpress
Posted 06 August 2014 - 09:16 AM
Terry Platt is a superstar. I have been using SX cameras for about 6 years now and have always received top notch support from them, especially Terry, who is an owner of the company. The fact that they are across the pond from me has never been a factor when it comes to customer support.
Posted 06 August 2014 - 09:35 AM
This is good to hear since I just picked up a Starlight Xpress Trius 694 used.
Posted 23 August 2014 - 12:48 AM
Agreed, Love Terry and Michael Hattey. A great company.
Posted 23 August 2014 - 01:45 AM
Terry (and Michael) support their products fully (sometimes even if you are the n-fold owner through the secondary market) and are as patient as one can get with inexperienced and impatient new owners!
Posted 23 August 2014 - 04:43 AM
I have had similar experiences with Terry. I wish every vendor I dealt with was as helpful as Terry Platt!
Posted 23 August 2014 - 09:38 AM
Terry helped me troubleshoot an issue that ultimately was related to my laptop but he one the less offered advice. He responded to my email within 10 minutes and it was around 10:30PM local time for him. I bought the camera used as well through the astromart classifieds and his service was spectacular.
Edited by karambit27, 23 August 2014 - 09:39 AM.
Posted 23 August 2014 - 11:23 AM
Last year my Lodestar guider started downloading totally black images. Terry Platt promptly sent me a new Lodestar, trusting me to return the old one (which I did).