Telescope Reviews: Orion's parts policy

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therocksal
professor emeritus

Reged: 12/02/08

Loc: Everett, WA

Orion's parts policy
#3129432 - 05/27/09 12:11 AM

So I just bought a used mount from a gentlemen...a used Atlas in great shape.

I damaged a part putting the thing together, emailed Orion, and they came back telling me they will NOT sell me any parts because I'm not the original owner...period. Why does it matter who is the owner, it's a part for an expensive item which would cost the same for the original owner or a new owner (if out of warranty of course).

Luckily, the part isn't critical but if it was and yes, it was my fault, but I would be out $900 because of that policy...wow...pretty awful.

I guess I should have known this policy beforehand and really wont ever buy another Orion product again unless this is standard practice..and if so, I wont ever buy used again, even though I love buying used stuff.

Edited by therocksal (05/27/09 12:13 AM)

Post Extras:

Luigi
Postmaster

Reged: 07/03/07

Loc: MA

Re: Orion's parts policy new

[Re: therocksal]
#3129745 - 05/27/09 07:11 AM

That Atlas (EQ6) is sold by other companies, notably Sky-Watcher, which is the direct outlet of the manufacturer. You might try to get the part through them.

Post Extras:

bdjeep
sage

Reged: 01/29/07

Loc: Bolton, MA

Re: Orion's parts policy new

[Re: therocksal]
#3129918 - 05/27/09 09:41 AM

Wow, that is very disappointing. I have to say I'm very surprised with what I've been hearing about Orion lately. That policy simply makes no sense at all.

Are you still in touch with the original owner? Do you think you could get him/her to order the part for you? Maybe one of the friendly folks here on CN could also order it for you.

How do they know who the original owner is anyway? What if you purchased it a long time ago and lost the receipt?

Post Extras:

Telescopeman54
Vendor - Trapezium Telescopes & Services, LLC.

Reged: 08/17/07

Loc: New Hampshire

Re: Orion's parts policy new

[Re: bdjeep]
#3129984 - 05/27/09 10:28 AM

What part did you bugger up?

I may be able to duplicate it for you.

Steve

Post Extras:

LLEEGE
True Blue

Reged: 03/03/05

Loc: Cloud-chester,NY

Re: Orion's parts policy new

[Re: therocksal]
#3130021 - 05/27/09 10:48 AM

Quote:

So I just bought a used mount from a gentlemen...a used Atlas in great shape.

I damaged a part putting the thing together, emailed Orion, and they came back telling me they will NOT sell me any parts because I'm not the original owner...period. Why does it matter who is the owner, it's a part for an expensive item which would cost the same for the original owner or a new owner (if out of warranty of course).

Luckily, the part isn't critical but if it was and yes, it was my fault, but I would be out $900 because of that policy...wow...pretty awful.

I guess I should have known this policy beforehand and really wont ever buy another Orion product again unless this is standard practice..and if so, I wont ever buy used again, even though I love buying used stuff.

I'm sure the phone rep was confused. Maybe you should call back and ask to speak to someone in "Parts". Or a sales manager.
I can't see them having an actual policy like that. Maybe they were confusing parts sales with their warranty policy.

Post Extras:

therocksal
professor emeritus

Reged: 12/02/08

Loc: Everett, WA

Re: Orion's parts policy new

[Re: LLEEGE]
#3130092 - 05/27/09 11:32 AM

"Dear James:

Thank you for contacting Orion.

We understand that situations may arise where the purchase of a part may be necessary. Due to the vast array of small component and machined parts that make up our product line it is neither practical or profitable to maintain a
complete inventory of spare parts for individual retail sale. We are committed to providing the highest level of support possible to our customer base and will attempt to accommodate any request we can. Proof of purchase
is required for the product for which the part is requested from Orion directly, or an Authorized Orion Dealer. Third party purchases are not supported.

We apologize for any disappointment that may be caused.

Clear skies and good observing,
Rich N., Orion Tech Support"

The guy I bought it from did find the part number and is willing to order it for me but I really don't want to bother someone I bought something from like that. I will call Skywatcher and see what they say.

Post Extras:

kohudson
Vendor-Shareastronomy Webzine

Reged: 01/21/09

Loc: San Diego, CA

Re: Orion's parts policy new

[Re: therocksal]
#3130562 - 05/27/09 04:05 PM

This is surprising to me. You would think in the midst of a major recession companies would do anything in their power to provide good customer service. I guess not. Like I said, this is a surprise. I'd always heard good things about Orion. Good to know, though.

Post Extras:

LLEEGE
True Blue

Reged: 03/03/05

Loc: Cloud-chester,NY

Re: Orion's parts policy new

[Re: therocksal]
#3130565 - 05/27/09 04:05 PM

That seems like an odd policy. I guess they figure no one will ever sell their stuff used.

Post Extras:

jrcrilly
Refractor wienie no more

Reged: 04/30/03

Loc: NE Ohio

Re: Orion's parts policy new

[Re: LLEEGE]
#3130579 - 05/27/09 04:10 PM

Quote:

That seems like an odd policy. I guess they figure no one will ever sell their stuff used.

I dunno. They aren't a manufacturer, so any parts they have on hand were acquired specifically to support sales and represent a cost center rather than a profit center.

Post Extras:

kohudson
Vendor-Shareastronomy Webzine

Reged: 01/21/09

Loc: San Diego, CA

Re: Orion's parts policy new

[Re: jrcrilly]
#3130632 - 05/27/09 04:42 PM

Quote:

I dunno. They aren't a manufacturer, so any parts they have on hand were acquired specifically to support sales and represent a cost center rather than a profit center.

I suppose so. However, now that I know about this policy I would be very reluctant to purchase products from Orion in the future. If I ever wanted to sell something purchased from Orion - like a mount - I could have a tough time if the buyer knew that he/she couldn't purchase parts if he/she had a problem with what I sold. I would feel obligated to let them know - only fair and honest...

Post Extras:

jayfish
member

Reged: 08/28/08

Loc: Grand Rapids, MI

Re: Orion's parts policy new

[Re: jrcrilly]
#3130660 - 05/27/09 04:55 PM

Quote:

I dunno. They aren't a manufacturer, so any parts they have on hand were acquired specifically to support sales and represent a cost center rather than a profit center.

Seems to me that they should direct inquiries to the mfg. rather than just saying "tough luck". Also, is there no accounting for customer satisfaction/retention?

Jay

Post Extras:

Old Dinosaur
Carpal Tunnel

Reged: 05/08/07

Loc: Down there on the river

Re: Orion's parts policy new

[Re: jayfish]
#3130724 - 05/27/09 05:31 PM

Orion isn't the only one doing that. And going to the manufacturer usually isn't an option since they're usually a part of yet another complicated source of parts and pieces.

There's a lot of stuff sold these days that you can plain forget about ever finding parts for. Only option often is finding another and salvaging parts.

Post Extras:

rmollise
Postmaster

Reged: 07/06/07

Re: Orion's parts policy new

[Re: therocksal]
#3130734 - 05/27/09 05:38 PM

Quote:

"Dear James:

Proof of purchase
is required for the product for which the part is requested from Orion directly, or an Authorized Orion Dealer. Third party purchases are not supported.

Penny-wise and pound foolish...like many companies today. They could have guaranteed themselves future sales, but, instead, turned away business now and in the future (were it me). I swanee, seems like some business folks just have a DEATH wish...

The vendors who survive and thrive are those who say "What can we do for you?" not those whose attitude is "We don't want you."

Post Extras:

kohudson
Vendor-Shareastronomy Webzine

Reged: 01/21/09

Loc: San Diego, CA

Re: Orion's parts policy new

[Re: rmollise]
#3130740 - 05/27/09 05:41 PM

Quote:

The vendors who survive and thrive are those who say "What can we do for you?" not those whose attitude is "We don't want you."

I totally agree - and with sites like Cloudy Nights it's very easy to tell the difference!

Post Extras:

Chris Rowland
professor emeritus

Reged: 02/28/05

Re: Orion's parts policy new

[Re: kohudson]
#3130806 - 05/27/09 06:17 PM

I can imagine what would happen if they sold parts at an economic coast - "They charged me $25 for a screw, I could go to the hardware store and buy a box of 100 for less than that".

It's simpler not to do it, especially when times are hard and you have fired everyone who isn't absolutely essential.

In the long term it may be a bad idea but unfortunately you can't measure the effect of the loss of loyalty and it's very easy for managers to assume that "I don't know" is the same as "nothing".

Chris

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Dbussey
member

Reged: 12/23/07

Loc: Washington

Re: Orion's parts policy new

[Re: Chris Rowland]
#3131089 - 05/27/09 08:57 PM

The other side of the coin is this: Needed a cable (Possible unique wiring scheme) Talked with Doug at Shoestring Astronomy on phone and e-mail and he voluntarily ended up sending me 2 cables with a note "when you find the one that works just send the other cable back....." Now that is sevice way above the norm..........

Post Extras:

Pedestal
Post Laureate

Reged: 03/11/06

Loc: Smoggy Bottom, Baytown,Texas

Re: Orion's parts policy new

[Re: rmollise]
#3131187 - 05/27/09 09:50 PM

It's probably a warehousing cost issue. Cheaper just to not do it.

Post Extras:

chupacabra
super member

Reged: 03/26/07

Loc: Land O'Lakes, FL

Re: Orion's parts policy new

[Re: therocksal]
#3131242 - 05/27/09 10:25 PM

I sparked my motor control circuit boards on one of my Orion mounts by shorting out my power supply. It was out of warranty. I tried everything I could to get them to sell me the circuit boards. I don't agree with their policy, but I understand it.

BUT . . . I sent the mount in for repair. I didn't like the wasted shipping, but the mount came back repaired and at a reasonable cost. I didn't have to include any purchase info, it wasn't under warranty. I was going to pay for the repair, that's all they cared about.

Tell them you need your mount repaired and ship it to them. I could be wrong, but I think you got some bad info from their customer service department. It seems like they are mis-applying some other policy here. Part of that language seems copy/pasted from some warranty policy email. To me, your situation sounds a lot like my situation and I think you can get it fixed.

Good luck!

Post Extras:

Joe Aguiar
Carpal Tunnel

Reged: 02/10/07

Loc: Toront,Ontario

Re: Orion's parts policy new

[Re: chupacabra]
#3131337 - 05/27/09 11:11 PM

something like that happened with my Antares 6" refractor, the model before the sliding decap. Its the lens cell that hold the front lens in place where the push/pull collimation screws are. There was a small crack from where one of the collimation screws are again its was not the lens itself but the lens cell that holds the lens.

Anyway the crack was not that big maybe 1.5" long. I called antares taked to Glen (the owner) & he sent me a whole new lens cell (its plastic maybe thats why it cracked)free no charge at all. I keep the original one untill the crack becomes a problem only them will i switch it to the new lens cell.

I think thats great for companies to do severice they could have charged me for that part but to br honest i did not even know it was there & when it got there however they sent me one anyway.

Again thankls Antares & that why i buy a lot of their products as per my info line.

Joe

Post Extras:

7331Peg
Sirius Observer

Reged: 09/01/08

Loc: North coast of Oregon

Re: Orion's parts policy new

[Re: Joe Aguiar]
#3131403 - 05/27/09 11:52 PM

Add Binoculars.com to the list of companies willing to help out the customer. I needed a locking collar for an Oberwerk tripod, so I called them to see if they stocked one. The person I talked to said they normally didn't stock extra collars, but he was sure he could find one and get it to me. Cost was a whole eight bucks! Almost cost as much to ship it!

John

Post Extras:

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