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msinclairinork

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Posts posted by msinclairinork

  1. Since I posted my original review about my experiances with Altair Astro I have had a few people on the forum PM me having similar issues i.e lack of contact being the main one.

    But more importantly I have had a response from Altair Astro via a message left on my mobile a few days ago reffering to my post and also just yesterday an email which I will attach word for word.

    It seems they have addressed all the issues I had with them in this email.

    I do understand most of the issues they have been having with being busy etc. But I did wait a month to have any sort of after sales contact with them.

    I may well have been more upset about the situation because of my circumstances of working off shore and just wanting to get on with my pier build when I was at home, so maybe you should take that into account as well. :D

    Any way in the end I am happy that they have appologised and made attempts to rectify there mistakes which is all I can ask for.

    Just wish they had kept in touch from the begining and I wouldn't of written my review.

    Email 23/03/2011:

    Dear Michael,

    We are struggling to answer the phone at the moment, as we have had a lot

    of customers in the shop lately due to the BBC television series about

    astronomy which has taken us by surprise, and equipment discussions are

    taking up a lot of time and we are preparing a lot of scopes to go out.

    We’re sorry you couldn’t get through, I know it’s frustrating.

    Both of us tried to contact you once again yesterday evening by phone, but

    it sounds like the reception out there is weak, and that didn’t work out.

    I’m really sorry about the inconvenience you suffered. We received a batch

    of adapters at the time estimate I first gave you, however there were

    problems with the finish, so we sent them back. If they had been OK, then

    I’m sure it would have arrived on time. The mistake I made was that I

    didn’t let you know about the second delay.

    To make things worse, when the adapters finally arrived, I forgot to

    include the extra M10 x 50mm bolt you wanted.

    This was an unfortunate mistake, and I can understand how that must have

    been very irritating for you. What happened is that I was in such a rush

    to get it out the same day it arrived here (along with the rest of the

    batch of backorders), that I forgot to include that extra bolt. Someone

    else probably got your bolt due to the mix-up, so they will no doubt be

    wondering what it’s for.

    After we spoke again, I sent you that extra stop bolt on 11-03-2011 by 1st

    Class Signed For (Royal Mail) tracking ID *******. It’s still

    showing as “being progressed through our network for delivery”. I know

    you’re in a remote location, so it may take time to arrive.

    Just in case Royal Mail have lost the first bolt, I have sent another bolt

    by 1st Class Signed For tracking ID *******. This one is also

    showing as “progressed through our network for delivery”.

    Tracking details can be seen here:

    http://track.postoffice.co.uk/portal/po/track?catI********

    If that doesn’t work, we will try again. Some bolts may arrive sooner than

    others, but hopefully they will all arrive.

    Once again, I apologize for any inconvenience, and I really hope you will

    accept this apology.

    Best regards,

    Ian Knight, Altair

    Please note: If you decide to post this email up on internet forums or

    social media websites, you have our permission to do so, but only if the

    email body text is copied exactly as transmitted by us without any

    alterations, truncation, or any form of editing.

    NB: I had to edit out the tracking numbers for privicey reasons. But that is all.

    Michael

  2. Around the 16th of Febuary I tried to order a CG5/HEQ5 Pier adpater from Altair Astro via the web, however after several attempts over a few days I kept getting an error back from their site, saying somthing about an invalid IP address.

    The reason I tried the web over several days was because I couldn't get them to answer the phone. I did try LOTS of times.

    Eventualy about 4 days later I managed to catch them on the phone, he explained that they were having difficulties with there site but he had my details. OK no problems. He then went on to explain they were out of stock of the pier adapters but they would be in within a few days and I should have it by the middle to the end of that week.

    After two weeks and no pier adapter, I started phoning to find out what was going on, but with over fifty phone calls, leaving around 5 messages and no answer my patience was wearing thin. I then sent an email and waited a few days for a reply...nothing.

    My next message left on there answering phone was if I had not recieved an update within the day cancel my order.

    Another week had passed (now 4 weeks from initial order) I was almost in the middle of purchasing another pier adapter second hand when I checked my email and there was a standerd email from DHL couriers explaining my Altair Astro pier adpater was on its way!?

    The next day I recieved another standered email/reciept from Altair Astro, no appologies just "Thanks for your payment"

    Ok so I was desperate by this time for a pier adapter as I work off shore and I was hoping to have built my obsy in the 4 weeks that I was home unfortunatly by the time the pier adpater arrivied I had to go away again. So I said nothing and let it come home.

    Not the end of the story....

    Along with the pier adapter I had ordered an azimuth stop bolt, this was charged for, but was not in the box.

    I immediatley started phoning...of course no answer. So I sat their pressing re-dial..almost fifty times again when finaly someone picked up.

    I explained how unhappy I was with the service and I was appologiesed too, I said well the least you could do is post the azimuth stop bolt first class today.....off course was the reply.

    1 week later.....still waiting....still no reply from calls.

    Michael

  3. Hi and welcome to the forum! Check out the sales page cold find your self a bargin! I did :D

    good luck with your course you certainly havnt picked an easy one! Lol

    michael

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