Meade (lack of) tech support (and brains)

You guys aren't going to *believe* this one....

back in January we had to send the drive base for our 16-inch LX-200 back
to Meade for a second time, due to problems. This time was a faulty RS-232
connection. After five weeks, we got the scope back.

Just yesterday we got it back up, hooked up, and running. But it wasn't -
the RS-232 *still* didn't work. So Meade was called, and this is their
reason why it won't work...

"You obviously don't have the latest version of Direct-X on your computer.
it will work fine when you get the latest version."

What?!?!?!?! What kid of horsehockey is that? Direct-X has nothign to do
with that stuff. Besides, the computers we used (the one in the dome, and
two laptops) are all up-to-date software wise.

Well, screw Meade. The drive's going to go into Optec and be tested, and
they will change out the chip if need be.

Wow. I know tech support has to put up with idiot consumers some times, but
they better watch out when they talk to people who actually *know*
something.

Beware Meade. Boy, if we could afford another Paramount to put our tube on,
we'd use the drive base a a boat anchor.

Beware Meade. Boy, if we could afford another Paramount to put our tube
on,
we'd use the drive base a a boat anchor.

I've been there and I done that. I could never figure Meade out, one day
they could be as tough as nails and the next like mothers milk. About 7
years ago I received a brand new LX200 which came out of the box with loose
parts rattling freely in the OTA. The primary mirror appeared to have chips
from the parts banging into it. I telephoned Meade and explained my problem
and the guy at the other end told me someone would get back to me. When
they got back, I was told to disassemble the OTA (he would talk me through
it) and remove the loose parts. What appears like chips on the mirror is
probably only oil marks, he said. I was not about to do this and suggested
where he could go. I then contacted my dealer who sent me a new scope and
picked up the bad one.

By the way, if you think that Celestron is above this kind of stuff, I sadly
tell you that this is not so. The _only_ astronomy company (in my
experience) who treats you as though you're right even when you're wrong is
Orion.

Al


"Stan Jensen" wrote in message
...
You guys aren't going to *believe* this one....

back in January we had to send the drive base for our 16-inch LX-200 back
to Meade for a second time, due to problems. This time was a faulty RS-232
connection. After five weeks, we got the scope back.

Just yesterday we got it back up, hooked up, and running. But it wasn't -
the RS-232 *still* didn't work. So Meade was called, and this is their
reason why it won't work...

"You obviously don't have the latest version of Direct-X on your computer.
it will work fine when you get the latest version."

What?!?!?!?! What kid of horsehockey is that? Direct-X has nothign to do
with that stuff. Besides, the computers we used (the one in the dome, and
two laptops) are all up-to-date software wise.

Well, screw Meade. The drive's going to go into Optec and be tested, and
they will change out the chip if need be.

Wow. I know tech support has to put up with idiot consumers some times,
but
they better watch out when they talk to people who actually *know*
something.

Beware Meade. Boy, if we could afford another Paramount to put our tube
on,
we'd use the drive base a a boat anchor.

In article ,
says...
You guys aren't going to *believe* this one....

back in January we had to send the drive base for our 16-inch LX-200 back
to Meade for a second time, due to problems. This time was a faulty RS-232
connection. After five weeks, we got the scope back.

Just yesterday we got it back up, hooked up, and running. But it wasn't -
the RS-232 *still* didn't work. So Meade was called, and this is their
reason why it won't work...

"You obviously don't have the latest version of Direct-X on your computer.
it will work fine when you get the latest version."

This is weird. I can't imagine what Direct X would have to do with
with a mount. Doesn't make sense, but then I did a quick google
on_"Direct X" meade_and their trouble shooting guide says that you
need Direct X for certain autostar operations (?),
http://tinyurl.com/3gp6x. And on top of that, the Warren Astronomical
Society has mention of this issue here http://tinyurl.com/2hsy2. Why
would a multimedia plugin be need for operating a telescope. Any
wizards out there that know.

What?!?!?!?! What kid of horsehockey is that? Direct-X has nothign to do
with that stuff. Besides, the computers we used (the one in the dome, and
two laptops) are all up-to-date software wise.

Well, screw Meade. The drive's going to go into Optec and be tested, and
they will change out the chip if need be.

Wow. I know tech support has to put up with idiot consumers some times, but
they better watch out when they talk to people who actually *know*
something.

Beware Meade. Boy, if we could afford another Paramount to put our tube on,
we'd use the drive base a a boat anchor.

Beware Meade.

Yeah....
I was just about to take the plunge and get a 14" LX200GPS for imaging.
Fortunately, before I placed the order, I met two guys who had recently taken
delivery of this very scope...NEITHER of them had been able to get the drive
working!
One of these scopes was seeing 'first light' at the Winter Star Party, where a
Meade VP just happened to be present.
He tried to fix the problem in the field and, as I understand it, ended up
'fixing' a part of the scope that had nothing to do with the drive problem, and
that wasn't broken to begin with!
The brand new owner is about to become a brand new seller.
Mike Harvey

The brand new owner is about to become a brand new seller.

Of a scope that he knows doesn't work?

As I said in a previous post, it's not above Meade to be hard on their
customers at times. However, if you have a legitimate problem with an out
of the box Meade scope, Meade will not stick you with it. That story you've
been told about the two guys who recently took delivery of a 14" does not
sound right to me. If a customer just purchased an expensive 14" scope that
does not work, why did Meade not take it back, and how can he resell a scope
that does not work?

If you let that weak story keep you from buying that 14" scope, you may be
making a mistake. I don't own the Meade 14", but I do own a Celestron 14"
and I can tell you that there's nothing like these scopes. Look into this
scope a bit closer before you decide not to buy.

Al


"MHarveyWW1" wrote in message
...

Beware Meade.

Yeah....
I was just about to take the plunge and get a 14" LX200GPS for imaging.
Fortunately, before I placed the order, I met two guys who had recently
taken
delivery of this very scope...NEITHER of them had been able to get the
drive
working!
One of these scopes was seeing 'first light' at the Winter Star Party,
where a
Meade VP just happened to be present.
He tried to fix the problem in the field and, as I understand it, ended up
'fixing' a part of the scope that had nothing to do with the drive
problem, and
that wasn't broken to begin with!
The brand new owner is about to become a brand new seller.
Mike Harvey

if you have a legitimate problem with an out
of the box Meade scope, Meade will not stick you with it

Not entirely true!
Both of the owners I referenced were told they could ship the scope back to
Meade for repair "at the owner's expense".
This amounted to ~$400. Plus, of course, the aggravation of repacking, shipping
and waiting for a (hopefullly) working scope to be returned.
Both were also told that they could NOT just return the circuit boards/ chips
that were the 'suspect' parts even though both owners are "computer-types" who
would know how to do this.
As for the re-selling a scope with a known defect...I don't know how the
present owner will handle it. Hopefully upfront and honestly.
Mike Harvey

On Thu, 11 Mar 2004 03:17:13 GMT, "Al"
wrote:

That story you've
been told about the two guys who recently took delivery of a 14" does not
sound right to me.

Especially the part about the Meade VP who tried to fix the problem at
a star party. While it's not impossible, a corporate vice president
is a businessman, not a technician. If nothing else, he'd be very
leery of getting in over his head in such a public and uncontrolled
venue.


--------------
Beady's Corollary to Occam's Razor: "The likeliest explanation of any phenomenon is almost always the most boring one imaginable."


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"Littleboy" wrote in message
ews.com...
In article ,
says...
You guys aren't going to *believe* this one....

back in January we had to send the drive base for our 16-inch LX-200
back
to Meade for a second time, due to problems. This time was a faulty
RS-232
connection. After five weeks, we got the scope back.

Just yesterday we got it back up, hooked up, and running. But it
wasn't -
the RS-232 *still* didn't work. So Meade was called, and this is their
reason why it won't work...

"You obviously don't have the latest version of Direct-X on your
computer.
it will work fine when you get the latest version."

This is weird. I can't imagine what Direct X would have to do with
with a mount. Doesn't make sense, but then I did a quick google
on_"Direct X" meade_and their trouble shooting guide says that you
need Direct X for certain autostar operations (?),
http://tinyurl.com/3gp6x. And on top of that, the Warren Astronomical
Society has mention of this issue here http://tinyurl.com/2hsy2. Why
would a multimedia plugin be need for operating a telescope. Any
wizards out there that know.

I sure don't know why, but I'll tell you that updating Direct-X was
necessary to make my AutoStar Suite and LPI work.



What?!?!?!?! What kid of horsehockey is that? Direct-X has nothign to do
with that stuff. Besides, the computers we used (the one in the dome,
and
two laptops) are all up-to-date software wise.

Well, screw Meade. The drive's going to go into Optec and be tested, and
they will change out the chip if need be.

Wow. I know tech support has to put up with idiot consumers some times,
but
they better watch out when they talk to people who actually *know*
something.

Beware Meade. Boy, if we could afford another Paramount to put our tube
on,
we'd use the drive base a a boat anchor.





--
Tom Royer
Lead Engineer
The MITRE Corporation
202 Burlington Road
Bedford, MA 01730
Voice: (781) 271-8399
Cell: (978) 290-2086
FAX: (781) 271-8500

"If you're not free to fail, you're not free." -- Gene Burns

My experience has been similar to Al's. I've generally had very good
experience from Meade, even to the extent of helping with issues with a used
750 mount I was considering buying. However, I think the skill and
willingness to help varies considerably depending on the support tech you
happen to get. If you get one of the good ones, your support experience
will be very positive. On the other hand, the bad ones can turn you into a
life-long Meade basher. I've found exactly the same to be true with
Celestron. I also agree with Al's comment about Orion. I've found their
customer support to be uniformly excellent. Now if they'd only start
selling some higher end stuff.

Ray

"Al" wrote in message
et...
Beware Meade. Boy, if we could afford another Paramount to put our tube
on,
we'd use the drive base a a boat anchor.

I've been there and I done that. I could never figure Meade out, one day
they could be as tough as nails and the next like mothers milk. About 7
years ago I received a brand new LX200 which came out of the box with
loose
parts rattling freely in the OTA. The primary mirror appeared to have
chips
from the parts banging into it. I telephoned Meade and explained my
problem
and the guy at the other end told me someone would get back to me. When
they got back, I was told to disassemble the OTA (he would talk me through
it) and remove the loose parts. What appears like chips on the mirror is
probably only oil marks, he said. I was not about to do this and
suggested
where he could go. I then contacted my dealer who sent me a new scope and
picked up the bad one.

By the way, if you think that Celestron is above this kind of stuff, I
sadly
tell you that this is not so. The _only_ astronomy company (in my
experience) who treats you as though you're right even when you're wrong
is
Orion.

Al


"Stan Jensen" wrote in message
...
You guys aren't going to *believe* this one....

back in January we had to send the drive base for our 16-inch LX-200
back
to Meade for a second time, due to problems. This time was a faulty
RS-232
connection. After five weeks, we got the scope back.

Just yesterday we got it back up, hooked up, and running. But it
wasn't -
the RS-232 *still* didn't work. So Meade was called, and this is their
reason why it won't work...

"You obviously don't have the latest version of Direct-X on your
computer.
it will work fine when you get the latest version."

What?!?!?!?! What kid of horsehockey is that? Direct-X has nothign to do
with that stuff. Besides, the computers we used (the one in the dome,
and
two laptops) are all up-to-date software wise.

Well, screw Meade. The drive's going to go into Optec and be tested, and
they will change out the chip if need be.

Wow. I know tech support has to put up with idiot consumers some times,
but
they better watch out when they talk to people who actually *know*
something.

Beware Meade. Boy, if we could afford another Paramount to put our tube
on,
we'd use the drive base a a boat anchor.