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  1. #1
    Waldo211's Avatar
    Waldo211 is offline Main Sequence
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    Default Meade customer service



    As I mentioned in my introduction post, I received a used (and abused) Meade NGC-60 scope from a relative because they did not have the time to get it into working condition. There were some missing screws & bolts which I replaced and the nylon gears for the motor drives were split. I tried many places trying to find replacement gears but the only place I could find was in the UK and they would have to be modified to fit. I called up Meade's customer service and wow! was I shocked at the attitude of the rep. He basicaly very abruptly told me that they do not have any replacement parts for telescopes and pretty much ended the conversation right there. No help whatsoever. Did not even mention about sending it in to be looked at or anything. I did not even mention how I got the scope so for all he knew I purchased it new. I guess because I did not spend thousands of dollars on my scope they just don't really care. Has anyone else had similar experiences with them? When I am ready for my next, larger scope I think I will steer clear of Meade. I am now waiting for my gears from the UK and hoping I can modify them to fit right. Sorry for the rant but I am just itching to try this scope out.

  2. #2
    GriffinBF's Avatar
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    Default

    Sigh... how do they survive..

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  3. #3
    GriffinBF's Avatar
    GriffinBF is offline Super Moderator
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    Default

    As an afterthought, Waldo, think you might get somewhere if you phoned back and possibly got a different rep? Or maybe the same Troglodyte in a better mood? You'd think with the volume of calls they get they would have some sort of a referral list at hand, if for no other reason than to get rid of you.
    When I bought my scope I phoned a retailer with a few questions and told him I was a 2 1/2 hour drive away. He literally told me that he didn't have time and that I should just come down and take a look. Luckily for his bottom line, they were the only shop with one in stock and were also the cheapest. Odd thing is I have had to contact them since and have no trouble.. same guy. Go figure.

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  4. #4
    roverich's Avatar
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    Hi waldo ...I am sorry to hear about your bad experience with a disgruntled meade rep. From what i understand , the only scopes meade really cares about are one's that cost over 1500 dollars ...What i mean is the scopes that are less expensive are basically considered disposable scopes....I am not by any means putting down your scope , as i have a bunch of these "disposable" scopes ....I read a review somewhere when i had aperture fever and was thinking about a large dobsonian of the meade variety ...I was looking to drop a thousand dollars on a 12in. light bridge and after reading all the reviews on several on-line stores site's i found out that meade drop-ships there larger scopes from a distribution center , Anyway someone had a issue when assembling the base for there lightbridge and one of the side boards that hold the tube bearings was about a half inch shorter than the other ....The customer who bought the scope called Meade's customer support and the meade rep. told him not to return the scope , but they would drop ship him another one ....The customer cut a half inch off longer board to match the shorter board and assembled the base ...His second scope arrived a week or two later and now he has two dobsonians for the price of one ...I agree with you 100 percent that a company should have better customer support ...For the life of me i cant understand why a company such as meade should have better support for these issues that come up from time to time ...Meade products are as good as the other major brands like celestron,zhumell,orion and most other brands ...I am pretty sure if you call them back and speak to a different rep. that you might have a better outcome ... Customer service should be job number one , for the simple fact that the best advertising is from satisfied customers , and worst advertising is from unsatisfied or unhappy customers ...
    16in Night sky
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    F4.5 , 90mm refractor 500mm FL , 7in
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    classic Big-mac , Meade eye pieces with a few odd balls thrown in ...
    If you cant stand behind the american soldier ,
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  5. #5
    auger's Avatar
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    Strange I lost my copy of the Meade software which I needed to drive my LPI, I emailed customer support and got an email back saying the Guy would have a look around, low and behold a week or so later a new CD arrived. I am head of a Customer Support team and am constantly surprised by the attitude of CS units in other Companies, courtesey cost nothing and is worth 1000's

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    roverich (08-07-2009)

  7. #6
    roverich's Avatar
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    Quote Originally Posted by auger View Post
    Strange I lost my copy of the Meade software which I needed to drive my LPI, I emailed customer support and got an email back saying the Guy would have a look around, low and behold a week or so later a new CD arrived. I am head of a Customer Support team and am constantly surprised by the attitude of CS units in other Companies, courtesey cost nothing and is worth 1000's
    I agree with you 100 percent auger ....Word of mouth is the best advertising there is ...That and a 80 percent discount ..LOL
    16in Night sky
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    F4.5 , 90mm refractor 500mm FL , 7in
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    classic Big-mac , Meade eye pieces with a few odd balls thrown in ...
    If you cant stand behind the american soldier ,
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  8. #7
    Don Trinko's Avatar
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    Default

    Part of the problem is that none of the telescopes they sell are made at the Meade plant in CA.
    I also got the "what do you expect from a cheap scope" attitude when I had problems with my DS2130LNT red dor finder.
    Most of reps I talked to were courtious and some were helpfull.
    I get the impresion that Mead is having a lot of problems with the low end stuff assembled in China. For this reason when I ordered a better scope ( yesterday) it was not a Meade. All IMO; Don T.

  9. #8
    RLJSlick's Avatar
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    Default

    That's really too bad that the beginning and "cheap scopes" don't get the same attention that the "real" scope get. That don't bow well in trying to get young people and lower income people interested in astronomy and scopes. Here in SE Wisconsin, I did a search for anyone that sale "real" scopes and I found one! There is ONE store that sale "real" scopes in a population of a few million people. So the attention of the cheaper scopes is important if we want young people to ever get interested in astronomy.
    Ricky
    Meade LX200GPS 12" F10

  10. #9
    TheDutchman1979's Avatar
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    Its kinda disheartening to hear what some companies call "Customer Service" It seems nowadays that alot of companies just want your money and dont care whether you are satisfied. They seem to forget that if customers arent happy that they will lose business which translates into lost revenue. As others have pointed out, word of mouth can either make you or break you. Hopefully they fix their Customer Service Department.
    Name: Brian
    Scope: Meade 8" LightBridge
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    Eye Pieces: Meade 30mm Series 5000 UWA 2", Meade 26mm QX Wide Angle 2", Meade 20mm QX Wide Angle, Meade 15mm QX Wide Angle, Meade 15mm Plossl, Meade 6.7mm UWA, Meade 4.7mm UWA, Meade 2x
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  11. #10
    BobDob's Avatar
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    Smile

    Guys, suffice to say, one will seldom find a business or corporation who's policy is to support poor customer service. The pendulum seems to swing toward Meade, then C'ron (and, others), back and forth. And, it always comes down to the guy/gal on the phone. Are they having a good day, or not? Did they have a good night, or not? And, so on go the influencial factors.

    What works for me is to use a dealer I know I can rely on to support me and will "stand in the gap" with the manufacturer. My dealer knows I will be back, and my future business, and my referral business, is key to his survival. He may lose a buck making me happy, but he knows he will make it back with interest if he keeps me happy. And, he has a heck of a lot more clout with the "bigs" than I do as one little guy with a problem.

    So, let's back off with bashing one or another manufacturer, please. Now, if your dealer doesn't support you, we do want to hear about that and avoid him.



    Bob
    6 inch F/5 GEM mounted reflector

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