Tele Vue's customer support policy

I purchased a new Tele Vue Genesis SDF refractor several years ago for my
father to use in Africa while serving as a Peace Core volunteer. This
required that the telescope be air shipped using the Tele Vue hard case, and
during use it was subjected to the elements. I thought that the Genesis
would be a hardy telescope and that Tele Vue would support my purchase if I
ever needed to service the telescope. My mistake on both accounts.

It turns out the main optical element cell (the black main aperture
assembly) is basically a friction fit with a set of minimal set screws and
is easily knocked out of alignment. This is compounded by the fact that the
optical design is super-sensitive to misalignment. The visible symptom is
that stars flare to one side like comets and general performance is poor.
The telescope has now been knocked out of alignment for the second time
during airline shipping in the original hard case. I paid Tele Vue $150
plus air freight to have it realigned the first time. Now they want $175
plus shipping to do it again. The futility of this is that UPS will
probably knock it out of alignment while shipping it back to my house. My
only real recourse is to learn how to do this myself as this is going to
happen every time the telescope travels.

The second problem is that the outer surface of the main objective was
tarnished during use in the harsh conditions. No problem, I thought. I'll
just have Tele Vue recondition or replace the optical element. Wrong! I
called the Tele Vue office and was told that Tele Vue will not recoat or
replace Genesis refractor optics. They only do this for eyepieces and do
not stock any optical elements for their refractors. Basically, if the any
refractor optical surfaces are damaged you get to buy a new telescope!

Needless to say, this has been quite a disappointment and the rest of you
should consider Tele Vue's policies before spending your money for one of
their expensive refractors.

Del Johnson

I honestly think you have an unrealistic beef.

You chose how to use the scope (shipping overseas) and where it was being used
(harsh conditions as you say).

Perhaps you should reconsider your policies---how you pack the scope and where
it gets used---before thinking what TeleVue should do when it's the customer's
fault for damages.


Todd

http://www.backyardastronomy.com
http://www.skynewsmagazine.com
http://www.simpleastrophotography.com

"Del Johnson" wrote in message
. ..
You don't read very well. I did call them and they refused to help with
the
optical element. That was the basis of my complaint.

Del Johnson
Del,
I don't think you are being fair here. The front element is part of a
matched, figured set which represents 80-90% of the cost of the telescope.
If you wreck one surface you have scrapped the set. It would cost more to
match in one element on a custom basis than to buy a whole new telescope.
That said, you must remember that optics are for looking through, and not
looking at. Cleaning marks and light scratches can usually be tolerated with
little to no degradation in performance. As an alternative, the front
coatings can be polished off with only a few percent loss of light. I am
sorry for your loss, but Al is one of the truly good guys and I don't like
to see him blasted for something that was beyond his control or
responsibility.
Jeff Lowe

"Jeff Lowe" wrote in message
...

"Del Johnson" wrote in message
. ..
You don't read very well. I did call them and they refused to help with
the
optical element. That was the basis of my complaint.

but did you drop a line to Al as I said - not 'call them' or didn't you read
that bit!!!, and see if he could help.

You said you contacted them - not necessarily Al Nagler himself. You may
have got some help from him as he is a damn good bloke.

However you seem to be way out of line. If I was them I would have told you
the same. Get real.

Usual moan condition present.

I didn't get what I want, so lets warn - (or should that be slag off a
dealer etc) - all the folk about a dealer who has done an excellent job over
many years, but I have been a prat so I am not happy.

I just get sick of people who screw up, and bitch at a good supplier.

Serves you right. Look after your gear properly, and stop whinging!

Get on with it.

too boring for another reply - I'll not waste my time again.

On Thu, 10 Jul 2003 20:12:44 GMT, "Jeff Lowe"
wrote:


"Del Johnson" wrote in message
...
You don't read very well. I did call them and they refused to help with
the
optical element. That was the basis of my complaint.

Del Johnson
Del,
I don't think you are being fair here. The front element is part of a
matched, figured set which represents 80-90% of the cost of the telescope.
If you wreck one surface you have scrapped the set.

Translated; TeleVue took what glass they could get when they made
most of their scopes and as a result are unable to duplicate
now-defunct scope optics. If Del had bought a Vixen or Tak
fluorite, he'd have no problem in this regard.
-Rich

On Thu, 10 Jul 2003 21:33:47 GMT, wrote:

TeleVue took what glass they could get when they made most of their scopes

Richard.... are you saying you have first-hand knowledge of this, that you were
present when the glass purchase was made?

Mark Wagner
Compact Precision Telescopes http://www.astronomy-mall.com/cpt
Tele Vue inventory: Nagler: T5 -31mm & 26mm, T4 - 22mm, 17mm & 12mm, T6 - 13mm, 9mm & 7mm, 2" Big Barlow.

I am getting in on the tail end of this, but I must say my experience with TV
has been great. They bailed me out on a 13mm Nagler that I purchased on
Astromart, the prevoius owner must have used 40 grit sandpaper as a cleaning
rag. I talked directly with Al Nagler about two scopes, he took the time to
explain what to do, and how to do it. They even threw in some extras when I
sent my original Genesis in to be cleaned, a new 2" to 1.25" adapter, and caps.

Clear Skies
Richard

"Del Johnson" wrote in message
.. .
Needless to say, this has been quite a disappointment and the rest of you
should consider Tele Vue's policies before spending your money for one of
their expensive refractors.

Del Johnson

Let's approach the problem objectively ;-) and do the math. Let's say a set
of SDF lens cost Tele Vue $1000. Let's say Tele Vue decided to have 10
extra sets for repair: that's $10,000 in inventory right there sitting on
the
shelves generating no income. Perhaps, Tele Vue decided not to do this.
or perhas they have run out on inventory long ago :-( as they seems to sell
lots of refractors ;-) and if 10 owners took their SDF through the jungles,
the arctic and the Sahara ... :-(.

In a harsh condition, I think I'd rather take a cheaper telescope through
the
jungles and the valleys that I don't mind getting bang up or even heist ;-).

Ron B[ee]

Hi Del,

Bummer... I feel your angst!

I'm curious though... does TV tout this hard-shell case as meeting ATA-300
Cat 1 specs for shipping or merely as a "transport case" (ie: from the house
to the car to the park to the car and back to the house again)?

Paul

--- http://www.astro-nut.com/ ---

----- Original Message -----
From: "Del Johnson"
Newsgroups: sci.astro.amateur
Sent: Thursday, July 10, 2003 2:34 PM
Subject: Tele Vue's customer support policy


I purchased a new Tele Vue Genesis SDF refractor several years ago for my
father to use in Africa while serving as a Peace Core volunteer. This
required that the telescope be air shipped using the Tele Vue hard case,
and
during use it was subjected to the elements. I thought that the Genesis
would be a hardy telescope and that Tele Vue would support my purchase if
I
ever needed to service the telescope. My mistake on both accounts.

It turns out the main optical element cell (the black main aperture
assembly) is basically a friction fit with a set of minimal set screws and
is easily knocked out of alignment. This is compounded by the fact that
the
optical design is super-sensitive to misalignment. The visible symptom is
that stars flare to one side like comets and general performance is poor.
The telescope has now been knocked out of alignment for the second time
during airline shipping in the original hard case. I paid Tele Vue $150
plus air freight to have it realigned the first time. Now they want $175
plus shipping to do it again. The futility of this is that UPS will
probably knock it out of alignment while shipping it back to my house. My
only real recourse is to learn how to do this myself as this is going to
happen every time the telescope travels.

The second problem is that the outer surface of the main objective was
tarnished during use in the harsh conditions. No problem, I thought.
I'll
just have Tele Vue recondition or replace the optical element. Wrong! I
called the Tele Vue office and was told that Tele Vue will not recoat or
replace Genesis refractor optics. They only do this for eyepieces and do
not stock any optical elements for their refractors. Basically, if the
any
refractor optical surfaces are damaged you get to buy a new telescope!

Needless to say, this has been quite a disappointment and the rest of you
should consider Tele Vue's policies before spending your money for one of
their expensive refractors.

Del Johnson

Hi Del

You can align Refractor Optics using the same Chesire you use for
your Newt's!
Place the "Dust Cover" on and put the Chesire in the Focuser. Have
the open side of the Chesire toward a fairly bright wall or light (the sky
will even work in a pinch - just not the Sun, OUCH). Now look through the
Chesire and you will see (if the Optics are not aligned) several
"Doughnuts". Adjust them until "They become as one", and finish with a "Star
Test".
As to the rest of the problem, well that is between you and TV.
All I'm trying to do is offer a solution I know you can handle and
have the tools to accomplish.

Crazy Ed