Optec (America)

[syd_malicious]

I have now ordered stuff direct from Optec direct from the US. I have always had a quick response to questions and they don't ignore non-US customers like the majority of US companies.

The last item was received 1 week from order at a p&p cost of $15. This is quicker than I have had from some UK and European suppliers of astro equipment. As the actual postage cost on the front of the parcel was $13.95 I think this is fantastic service and they do not go in for rip-off p&p either.

Highly recommended.

[Physopto]

Over the last 10 days or so I have been waiting for a response to two emails sent to Optec Inc in America. The first was sent to Mr Jeff Dickerman on the 21/3/2015 asking for information on adapters for the 3" Pyxis Rotator and the rotator itself. I explained that I was interested in purchasing the rotator for my setup. I explained exactly where in the optical train I wanted to place it and the reasons for that decision. There was no reply at all. I sent a second email to the same firm two days ago with the same result. Tonight 1/4/2015 I have sent a third email, this time stating that I have not received an answer to my queries.

If a firm wants business from us why do they not respond. The item concerned is not cheap it retails at $1950 plus each adapter is in the order of $95, ( I need two). Then there is about a charge of $80-100 for postage and on top of all that UK import Tax of 4.2%. Next the dreaded VAT is placed on at 20%. To cap it all the delivery company here in the UK will charge us anything from about £15 to £40, for the privilege of releasing it to us as they fill in a form and pay the import tax etc., on our behalf to the relevant department. ( there is no other way to import an item unless you are a bona fidi importer).

No Astronomy Shop  advertises these actual items here in the UK.

One or two actually advertise the smaller types, but at vastly inflated rates compared to the actual prices in the USA.

 Derek

[Physopto]

A day or so ago I detailed the lack of response to my emails over the last 12 days from Optec in the USA.

I thought it only fair to add an update to the saga.

Today after still no reply to my third email, I decided to telephone them. I used Skype as it is the cheapest method and after some preliminary hick ups with a none functioning microphone on the headset, I got through to Tina, the wife of Jeff Dickerman ( owner and CEO). She was very pleasant and was at a loss as to why my emails had not been acknowledged. Jeff was  on other business at that time, but she assured me she would pass on the message to him as soon as possible. We also exchanged blank  emails to ensure the system was working.

Sure enough a short while later I received a very nice email from Jeff answering my original email. He apologised for the delay and then went on to suggest ways to accomplish what I wanted. Over the day we have exchanged several emails until it would seem we have a solution. I have now received the formal quotation and accepted it. It now depends upon if VISA do what they often do and decline the order stating that it may be a fraudulent attempt on my account. (This happens about 3-5 times a year). Once past that hurdle I am assured that the items should be with me in the next week or so. Time will tell.

If all goes well I will post a note here. The way it has been handled today suggests it has been a glitch in the system, I hope so, as they have been very helpful and pleasant to deal with.

Derek

[Physopto]

Hello everyone,

 A while ago I posted a note about Optec and no response to emails. Then a follow up about actually getting in touch with them. It has taken up until today to get the final correct adapter from the USA. The final adapter arrived this morning 22nd May after being posted 15th May. It took 10 days to be made in the USA. Optec's Owner Jef Dickerman and his wife Tina were very pleasant and helpful to deal with. Unfortunately their communication skills are not quite so good at times. One of the first adapters that I received was incorrect, even though I had explained it carefully in the original email for the order. Their numbering system is complex  at times as not all parts are on their website nor are there pictures of all the parts. Never the less they tried to help me at all times. At first Jeff identified the incorrect part for adapter I needed, even though he had supplied the bit that was to screw onto it.

The part I needed, they did not have,but they pointed me at a web site called "PreciseParts ". So the correct part was eventually ordered by them from that firm. It was specially made for me, and is well worth a look if anyone is struggling to get an adapter over here. 

Although there have been several problems in the order I am happy with the items received. The rotator is very nicely made and would appear substantial.

The initial enquiry was made about the 15th March I think but no answer received.seems  very substantial. As soon as I get a chance to use it I will be a happy man (hopefully).

I initially emailed Optec about the  15th March, no answer.

1st April I did get an answer after a telephone call to the States.

Several emails back and forth order placed 3rd April.

Confirmation of order  being held by customs from FedEx 9th April.

Order delivered April 10/11th (unsure now).

Incorrect part found and emails again.

Incorrect part sent back to USA  cost £ 14.95 insured etc. 5th May received Optec 11th May.

Correct part received today and fitted.

Derek

[gingergeek]

At my friends observatory I have an Esprit120 and associated kit installed including an Optec Flip Flat. This was installed the winter prior to the Human Malware situation and the associated lockdown. This is when we noticed that the Optec Alnitak Flip Flat had stopped working. It wasn't until I was able to visit the dome and remove the equipment for checking at home that I could diagnose it properly.

The controller software was claiming that the cover state was TIMEDOUT and the Motor State was STOPPED but the motor kept running. As some time had passed I was aware that the Flip Flat was probably no longer covered by warranty. Initially I contacted the reseller I purchased the Flip Flat from but I got no response. So I decided to reach out to Optec Inc (support@optecinc.com) and explained the situation with observations and associated screenshots. Several weeks had passed with no reply and I feared that I would have an expensive paper weight on my desk. Suddenly out of the blue I received a response from Jeff Dickerman (President) apologising for the delay in answering and offering to assist.

Jeff explained that it was a known problem and sent me detailed instructions on how to open the box and fix the issue myself if I wanted. Alternatively, if I preferred I could send the box back to the US for repair at my cost.  As I was worried about making the situation worse Jeff was kind enough to perform the repair for free so I offered to cover the return postage which seemed the least I can do given the unit was out of warranty.

Following the usual courier/customs delays once the unit received the problem was quickly diagnosed and the unit repaired. My return address was confirmed and Tina Dickerman (marketing/service) then promptly (minutes later) sent me the shipping details so I could track the parcel. I received the unit yesterday and a quick table test using Alnitak software/NINA/SGPro shows all is well in the Land of Albion once again ..... ignoring the current Human Malware situation of course.

My experience of interacting with Jeff and the team was nothing but a joy given my past experiences when having to RMA items back to vendors. As we are looking at some rotators for the dome and Optec was one of  the vendors on our list this gave us some confidence in choosing them.

Once the de-commissioned observatory is rebuilt at it's new darker site location the flip-flat will be back in action once again.

Thank you to Jeff, Tina and the team for the fantastic service.