It appears that some people do not understand how support and service is conducted for customers in the western hemisphere and some people mislead others because of their lack of knowledge or understanding in this regard. To be clear, while your original dealer may provide limited support, there are two official certified and trained support and service centers for 10Micron mounts in the US and Canada. These "Technical Assistance Dealers", Deep Space Products in the US and O'Telescope in Canada, chose to travel to Italy for training on servicing 10Micron mounts and have provided complete support services since they became dealers for 10Micron. All support and service needs are available through these two companies regardless of where the products were purchased. 10Micron refers their customers to these two companies for this purpose under most circumstances for ease of communication. While 10Micron's forum can be used for support this is not where most people in the US and Canada go for support nor has it ever been required since the introduction of 10Micron mounts to the US. The 10Micron support forum is available only to 10Micron mount owners for the purpose of posting questions and answers. In addition, while the fastest way to obtain support or service is through the Technical Assistance Dealers, 10Micron can be contacted directly as well.
Equally important is the ability of 10Micron mounts to be remotely diagnosed for potential problems in order to avoid ever having to send a 10Micron mount in for servicing. This ability is unique to 10Micron mounts and is done through the use of internal and external logs that can be collected for a mount and used for diagnosis. The logs record everything from the actions of the absolute encoders to the individual keystrokes made by the customer. This data can be used for the identification and assessment of the vast majority of problems that might occur. Logs can be collected while the owner is using the mount connected to a computer. Deep Space Products recommend that all new users run the logging program as part of their normal setup routine. When a problem occurs, the user can stop the logging program and forward the log to us for analysis. This helps to assist a new user when they might not be understanding how a particular feature works as well as identify an actual problem with the mount should one occur. In addition to running a log while using a mount, a log can be obtained simply by setting up the mount, running a quick fake goto alignment, adding a couple of fake refinement points and then tracking on a copy of objects for 5 minutes each. This can be done at any time, day or night and the resulting log forwarded. Since the rigidity of the system is an important key to unguided imaging, the logs can also be used to help the owner track down potential flexure problems when combined with images collected by the owner. The logs can also be helpful in diagnosing guiding issues when combined with guide logs. It is also possible for a mount to be accessed remotely by one of the servicers or 10Micron to help in the diagnosis of an issue. Everything is done to diagnose potential problems with a mount or user error with as little effort as possible for the owner.
Since their primary expansion to the US market around 2013, the goal of 10Micron and Deep Space Products has always been to make owning a 10Micron mount no different from owning a mount from any other company including domestic companies. The Technical Assistance Dealers are available to assist customers at all times including at night (with prior arrangements) and in-person when possible. Being in Italy, 10Micron is also available during our nights. The Technical Assistances Deals may also be available for mount installation assistance.
If you ever have questions about 10Micron mounts or need assistance with your own 10Micron mount, please contact Deep Space Products or O'Telescope.