18 replies to this topic

[rolo]

After various phone calls that haven't been answered and an email to customer service & sales, no response leaves me wondering what's going on.

[Optics Patent]

It's undoubtedly nothing dramatic.  They're busy and email and voicemail seems to get low priority.  Phone during normal business hours. 

[rolo]

I've phoned three times during business hours and no one answers. Left messages two and four days ago and still haven't heard back. I guess all I can do is wait. 

[TOMDEY]

I usually give vendors a few weeks to bounce back. It's just a hobby... not like the utilities have gone down. Questar has a stellar reputation for customer service.    Tom

[Optics Patent]

Don't rely on messages.  Just call back, even daily.  It's a tiny company with one or two people who answer the phone, and with vacations the phone may go unanswered for days or more with messages to be (maybe) handled upon the vacationer's return.

[Codbear]

They typically don't change their voicemail message when Jim goes on vacation and, as Ben said, they probably have quite a few messages to return. Next week or after Labor Day I imagine will be a different story.

[Cajundaddy]

August is vacation month.  They are probably fly fishing in Montana and will be back soon. 

 

** There simply are no emergencies in the telescope biz.  If you are on fire or bleeding heavily, call 911.  Otherwise the good folks at Questar should respond in a week or so.  A very different business model than many, but it seems to work in the long run.

Edited by Cajundaddy, 23 August 2019 - 12:55 PM.

[Toddeo]

Rolo has been able to reach -someone at Questar. I messaged him this morning and he stated that he was able to contact Questar-Today.

[rolo]

Rolo has been able to reach -someone at Questar. I messaged him this morning and he stated that he was able to contact Questar-Today.

They finally answered today and gave me a better email address.

[agmoonsolns]

Could you please share the email address or does one need a secret decoder ring/handshake to get it? I have a Questar needing service only I can never reach anyone or get replies to my messages to have it done. I get it, they're busy, but after months of no response it's a problem.

 

They finally answered today and gave me a better email address.

[dougspeterson]

This is a surprise. I made a few calls several months ago and just like at Tele Vue I was talking to someone important. However neither EVER answers emails or returns voicemails.

[HansD]

Hmm... I guess I don’t understand how having a stellar reputation for customer service is consistent with not being able to do something very basic like returning phone calls and answering email. Granted there are no emergencies in our hobby. But it is still a matter of showing respect for your customers that you don’t require them to waste their time having to call repeatedly just to make contact. They should at least respond to let you know when they can help you.

[dougspeterson]

They do not have a stellar reputation for service. I am only contributing my experience, such as it is.

[Optics Patent]

I just thank my lucky stars that there even is a Questar that survives to this day to design and introduce new scopes, to service and sell parts for the old ones, and to employ such fine and devoted people who will take the time to answer questions on the phone and dig around for old parts a restorer needs.

 

They are another an important element of what makes this hobby so enjoyable.

 

I'd rather they stay profitable, keep working on the new scope, and ignore the online grumbling about obsolete websites and slow customer service (even occasionally by me).

[agmoonsolns]

They will get back to you right away if you're a purchasing agent for the government working on a large contract. 

 

They used to be really good about answering everything very promptly and many times I would call and would literally spend hours happily chatting away with Dr. Knight.  They told me they have really scaled back on staff since computers/Internet/technology allow less people to do so much more. Presumably much of that was office staff.

 

Making telescopes is kind of a hobby for them now. The whole reason they're even bothering with a Q5 is because there's a big demand for surveillance instruments bigger than 3.5" and smaller than 7".

 

This isn't your father's Questar Corp. anymore. 

[Toddeo]

They will get back to you right away if you're a purchasing agent for the government working on a large contract. 

 

They used to be really good about answering everything very promptly and many times I would call and would literally spend hours happily chatting away with Dr. Knight.  They told me they have really scaled back on staff since computers/Internet/technology allow less people to do so much more. Presumably much of that was office staff.

 

Making telescopes is kind of a hobby for them now. The whole reason they're even bothering with a Q5 is because there's a big demand for surveillance instruments bigger than 3.5" and smaller than 7".

 

This isn't your father's Questar Corp. anymore. 

Nothing is your father's______ Corp, anymore. I have had Zero problems with contacting Questar-for anything. Jim R.(at Questar) has been more than helpful and knowledgeable on any subject-concerning a Questar related item.

[agmoonsolns]

Toddeo, I am so happy for you, but that hasn't been my experience. What number and e-mail are you using to contact them?

 

Nothing is your father's______ Corp, anymore. I have had Zero problems with contacting Questar-for anything. Jim R.(at Questar) has been more than helpful and knowledgeable on any subject-concerning a Questar related item.

[rolo]

Nothing is your father's______ Corp, anymore. I have had Zero problems with contacting Questar-for anything. Jim R.(at Questar) has been more than helpful and knowledgeable on any subject-concerning a Questar related item.

Jim was on vacation, that's all...

[BillHarris]

And back in the day, long distance charges were expensive and most couldn't afford to chat for hours. And email didn't exist. Long friendly chats with dozens of customers burns up production time. And email tends to be a PITA since it can burn up time, too.