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  1. #1
    blaise's Avatar
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    Default SW Customer Service



    Have any of you attempted to contact Skywatcher's customer service and recieved a reply? I have been trying for just over a month now. They appear to have only one customer service rep, his name is Gordon. I call his number and get an answering machine. I've attempted to e-mail...no luck there.

    Is there a secret hand shake or pass phrase I don't know about? Maybe it's just bad luck, but between Meade and Skywatcher, I have never experienced such horrible customer service in relation to a product-ever (although I will give Meade props for actually having someone present to answer the phone).

  2. #2
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    As a data point for your collection, I've never received either an email response, or had a live human being either answer, or return a call from the folks at Skywatcher USA.

    I have a couple of Skywatcher ED refractors, a while back I needed some questions answered (or email answers), but never was able to elicit a response.

    I've probably sent them a dozen email requests, half that in terms of phone calls (my patience is less on the phone calls, because I live in a rural area where coverage is a problem).

    Not one single response... ever.
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  3. #3
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    Quote Originally Posted by AustinPSD View Post
    As a data point for your collection, I've never received either an email response, or had a live human being either answer, or return a call from the folks at Skywatcher USA.

    I have a couple of Skywatcher ED refractors, a while back I needed some questions answered (or email answers), but never was able to elicit a response.

    I've probably sent them a dozen email requests, half that in terms of phone calls (my patience is less on the phone calls, because I live in a rural area where coverage is a problem).

    Not one single response... ever.
    Add me to this data point. Know what you want and then know that you got it when it arrives. I'm happy with my SkyWatcher, but I knew what I was getting when I opted to save $150 over a Meade. If it was broken or not what I ordered, my beef would have been with the reseller - the people I paid.

    It sucks, but that's how it goes.

    Another data point though, is that Meade was really good at responding to my customer service inquiries. They didn't help for crap, but they responded. I'm not sure that does any good either.

    I think sites like this should be run by a co-op funded by the manufacturers. Put the experts in charge of assisting customers and let the telescope sales fly!

  4. #4
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    Me. The same. Several emails to SkyWatcher.... none even acknowledged much less answered. This is the reason I often recommend that people buy astronomy products having any electronics, etc. from a dealer that they know will stand by the products that they sell and actively take over making sure warrantee service is done.

    From what I've deduced so far is, at least in the UK, that the SkyWatcher distributor (OVL) iis the place where warrantee service is done and authorized dealers interact with the distributor .... not SkyWatcher. However, once you get into the "secret" warrantee world of SkyWatcher, they seem to make things right. I have never tried to contact OVL directly with a problem or question; thus, don't really know how they would respond.

    With my admittedly limited dealings with telescope companies I find that Celestron and iOptron promptly respond to customer inquiries. Meade, my last contact with them was 20 years ago which they promptly and satisfactorily responded .... but that was in reality another company in another time. Meade does have an unofficial contact on their 4Mforum where the administrator frequently comes up with answers but that is a hit and miss kind of operation.


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  5. #5
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    Default

    Quote Originally Posted by blaise View Post
    Have any of you attempted to contact Skywatcher's customer service and recieved a reply? I have been trying for just over a month now. They appear to have only one customer service rep, his name is Gordon. I call his number and get an answering machine. I've attempted to e-mail...no luck there.

    Is there a secret hand shake or pass phrase I don't know about? Maybe it's just bad luck, but between Meade and Skywatcher, I have never experienced such horrible customer service in relation to a product-ever (although I will give Meade props for actually having someone present to answer the phone).


    Seems to be a common theme with you, Blaise!!

  6. #6
    blaise's Avatar
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    I always hate posting a rant because I know somebody will always get offended (loyalties I suppose). But my wife doesn't give a hoot and I don't have anyone else to complain to except you guys. I always felt that customer service should be the foundation for building success. I have had experiences where I have purchased an item that turned out to be garbage, but was so moved by the extent of customer service that I have contiuned using that company's products.

    At least now I know with relative certainty that in the future I need to consider such things as customer service in my decision when purcashing such products because that is extremely important to me.

  7. #7
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    Typically if I'm going to make a purchase I do it through a reputable dealer who has their own customer service department who care about my business. I personally have found that manufactures direct customer service people are useless. They are primarily there for the dealers who represent them and don't have the time of day for an "end user". Just my opinion but having been in the electronics wholesale distribution and specialty gas business for over 40 years I can attest that being a dealer rep vs a manufactures rep is two different worlds.

    Find a product that works for you and deal with a dealer you can trust.

    PS this forum has very knowledgeable people who have probably see your problem and can help to fix it.
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    I have e-mail SW customer services many times, and as yet have not received any replies. It just show the ignorance of their customer service.
    Martin

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    Since my last message on this topic, I have e-mailed Skywatcher Customer Services quite a number of times, and they still do not answer.
    Martin

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  10. #10
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    I haven't had many dealings with companies in recent years. The only company I've purchased directly through was Orion. It didn't seem difficult to contact their reps. They were on facebook and I was able to carry on an email conversation with one.
    Rob
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