Repairs to Solar Equipment. Some advice
Posted: Wed May 25, 2016 10:59 am
Dear All
As an astronomy retailer I like to think that one thing that sets us apart is our attitude to service. We are not a discounter or mass market box shifter. Instead we try and offer advice. We carefully select what we want to sell based on quality and make sure that anything performance critical is tested before it gets sent to a customer. That alone is one reason people buy Quarks from us.They work.
Unfortunately things can still break for a multitude of reasons. When this happens, customers should have faith that the supplier of their product will look after them. It seems however that many customers who have problems don't bother contacting their dealer, they just contact the manufacturer. Some manufacturers have an odd attitude to customer service as do many distributors. This leads to upset customers.
I don't like to think any of our customers are unhappy. I would hope the same is true of customers from other retailers. The best way to ensure this is if you get a fault, go to your retailer first. They will deal with any aggravation from the supplier and make sure any warranty repair is carried out at no expense to you, as it should be. If the retailer is not interested then don't use them. It is the only way poor retailers will disappear. Manufacturers don't tell retailers that they have had a retailers customers contact them direct, so we don't know whats happening. The first I hear about a problem is usually via a forum where the customer is ranting about the poor experience they are getting from a manufacturer. You could argue it is self inflicted. So don't do it. Contact your retailer first. Its what we are here for!
Rupert Smith
Astrograph Ltd
As an astronomy retailer I like to think that one thing that sets us apart is our attitude to service. We are not a discounter or mass market box shifter. Instead we try and offer advice. We carefully select what we want to sell based on quality and make sure that anything performance critical is tested before it gets sent to a customer. That alone is one reason people buy Quarks from us.They work.
Unfortunately things can still break for a multitude of reasons. When this happens, customers should have faith that the supplier of their product will look after them. It seems however that many customers who have problems don't bother contacting their dealer, they just contact the manufacturer. Some manufacturers have an odd attitude to customer service as do many distributors. This leads to upset customers.
I don't like to think any of our customers are unhappy. I would hope the same is true of customers from other retailers. The best way to ensure this is if you get a fault, go to your retailer first. They will deal with any aggravation from the supplier and make sure any warranty repair is carried out at no expense to you, as it should be. If the retailer is not interested then don't use them. It is the only way poor retailers will disappear. Manufacturers don't tell retailers that they have had a retailers customers contact them direct, so we don't know whats happening. The first I hear about a problem is usually via a forum where the customer is ranting about the poor experience they are getting from a manufacturer. You could argue it is self inflicted. So don't do it. Contact your retailer first. Its what we are here for!
Rupert Smith
Astrograph Ltd