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Fantastic service from ATIK CCD.

Vince at ATIK received my 383 on Monday but to my suprise I got home from work today (Thursday) only to find a freshly cleaned and serviced camera :D

Talk about turn around, serviced, bench tested , and new desiccant.

Thanks Vince ;)

.

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I just wanted to give some fact based feedback on ATIK's repair service!

Saturday - post via royal mail, insured & tracked.. <£20 for the domestic delivery!

Monday 11:38 - royal mail shows signature on arrival

Monday 16:30 - get a message that my 383L+ is in the post!

Now the non factual: I'm impressed with that turnaround! :)

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It takes an awful lot to really impress me with customer service - my recent experience has surpassed any expectations I could have had.

I had an Artemis (ie the previous, old version of Atik) 11002 camera. Whilst it was okay it recently developed a couple of issues - some dust on the chip and a defect at the side of the coverslip.

My thoughts were that it just needed a "clean" so thought I'd check with Atik if they would look at it. Initial encouragement (they said they could deal with it even though it was an Artemis) turned to disappointment when they said they would need to swap the chip into a new body (at a fair but not cheap price).

I sent the camera off to them in Portugal and after a while was told it was back in the UK and "repaired".

Vince (from Atik UK) then emailed to say testing had shown a significant column defect and it looked like the chip was "failing". This time extreme disappointment turned to delight when he said they would simply supply me with a new chip (so in essence a new camera)!

Again after a delay Vince said the new camera was in, had passed tests and then duly arrived.

What I had returned was my old camera - what turned up astounded me; not just a new camera but the whole kit and caboodle (Peli case, camera, cables, adaptor, power supply).

Whilst not used in anger the camera seems fine and bias/darks/flats look fine.

I am genuinely impressed and taken aback that Atik not only supported a previous camera but, without asking for extra money etc, replaced it for what is essentially a new (and better as the Atik version is superior to the Artemis version) camera.

Just astonishing and speaks volumes for their customer service - I would unhesitatingly recommend them to anyone.

My only quibble (and it is minor!) was needing to pay for the repair in Euros (understandable) but into a UK bank (bizarre, and obviously incurs a transaction fee).

Well done and thankyou Atik.

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I would just like to express my pleasure with the service from Atik cameras, who now have a UK based factory.

Vince was very helpful, and the rates for a service and clean are very reasonable (30 euros + P&P). The camera was ready to return in a matter of days, with the payment method being via bank transfer.

So, if you have a grubby Atik camera, or you've had it for a few years and would like to get it checked over by a professional. Then I can highly recommend the service that Atik offer.

10/10

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I bought a 490EX CCD camera from FLO. I  was exploring my new device & decided to take a look a the desiccant pellet. I removed it for inspection & the doorbell sounded downstairs. I put the pellet next to the camera & dealt with the intruder. I went back to the camera & was greeted with the sight of my playful new kitten chomping on the desiccant tablet & destroying it.

I emailed Atik customer service & explained the problem. A couple of days later 6 new desiccant pellets arrived in the post. This was fantastic service so thank you to Atik UK support.

On a footnote the kitten is doing very well- she was a bit thirsty for a few hours! 

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What a company atik are. My atik 383 developed a problem and the cooling fan was stuck on full, only problem was it was out of warranty, cost was going through my head expensive camera expensive repair. I emailed vince at atik and explained the problem, less than 24 hours i had an email back asking me to send the camera in sounds like a pcb board fault. The camera fault was fixed but failed on the test rig so them atik guys imported parts in from portugal. Two weeks after sending the camera off i have it back fixed and fixed for FREE only fee was posting to them even the return delivery was free. Atiks customer service is out of this world was always kept in the loop and it was within there right to charge for works and parts, . My next upgrade will be an atik, how can you turn your back on sevices like that

Thanks atik one happy customer

Craig

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I bought an Atik 460 EX mono from FLO. I tried to take some calibration flats & the images were failing with lots of horizontal lines in the pictures & thus making them useless for calibration purposes. I sent the camera back to Atik & they quickly diagnosed an amplifier that had not been correctly calibrated when the camera was manufactured.

Atik could have said anything as to the reason for failure but they admitted it was human error in the manufacturing process & should never have happened & apologized for the mistake in manufacturing.  The camera has been turned around in under a week & I consider this to be superb service. I get the impression that Atik really care about developing their business & customer base. I give them 10 out of 10 & feel very comfortable with the products & levels of support provided.

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I recently took delivery of an Atik 414ex mono from Ian King. In use, it was making a high pitched noise on occasion and was a lot louder than I expected it to be. Ian directed me towards Atik support and I sent them a mail with a recording of my little camera with the loud fan. Vince replied later that day saying that it didn't sound overly concerning, that it was safe to keep using (one of my questions) and that if I wanted I could send it back to them for checking out right now, or I could wait until later in the summer when I would possibly not be using it as much if I still wanted to. No fuss, no drama. At no point did I feel like I was being treated as a fool by either Ian or Vince from Atik with my questions and I just wanted to say how nice it has been to be treated as an actual customer, not just a punter.

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When I powered up my observatory a couple of weeks ago, I was horrified to find that my trusty six-year old Atik 460ex mono was completely unresponsive - no fan noise, no connection to the PC - nothing.

The follow day, after a quick email and telephone exchange, I posted the camera off to Atik . I was pleasantly surprised by the cost of postage (£11.70 Royal Mail Special Delivery by 1PM with £2.5k insurance).

Andrew at Atik emailed the next day to let me know that the camera had arrived safely and to apologise that the repair would take longer than usual because they're doing some building work at their factory in Portugal.

A week later, an estimate arrived for £148 plus VAT and P&P , which I accepted (being less than 10% of the cost of a new camera I was very pleased  - apparently they do not make a profit from repairs - just cover costs).  Thankfully the chip was ok but the camera needed a complete new electronics board.

An invoice arrived on Monday for about £200, which I paid immediately and my old camera has just landed on my doormat looking as good as new.

Really great service from Atik - many thanks!

Now then - where are those clear skies...?

Steve

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