We received a call at class="aQJ">7:am which I took I am the President and Founder of Astrodon for years and handle all customer problems Over the past decade there are thousands of these products in use with repeat customers We have been using the same threaded cells for years We use the same industry threads that are common throughout the market, but occasionally there are tolerance issues where most threaded cells work fine and a few do not This could be a problem with our threads, but they are made reproducibly on CNC machines, or they can be due to tight tolerancing, too much anodizing, etcin the many filter wheels made by many U.Sand international manufacturers that are supposed to accept our products and those of our competitorsMy suspicion is that this is a tolerancing problemWe know that our filter cells thread in properly to SBIG and QSI (both large companies in the market here) filter wheels made here in the U.S., for example, and we use the thread specficiation that they provided years ago The individual indicated that he purchased our 1.25" threaded filters from our Oklahoma distributor His first call should be to the distributor, but, of course we will accept any customer issue directly, even at 7:am He was quite agitated at the onset of the phone call, and accused us of having a defective product I tried to explain that this happens every so often due to tolerancing issues described above, but he became more irate and just wanted to blame us, accusing us of "passing the buck" I offered to send him out at no cost to him a couple of empty filter cells to see if they screwed into the one position in question, but he refused As a result, I was about to suggest to him to send the one filter/cell in question back to us (his cost) and we will remount it here (our cost) and send it back to him (our cost), but at that point, he was screaming, and not letting me talk, so I had no choice and just hung upThat is the first time since I founded the company that I ever hung up on a customer Most people want to find a solutionIt is in their interest to do so And, most ongoing businesses are willing to bend over backwards to resolve problems, even if they are not the root causeOur reputations are on the line, too His screaming did not allow us to get to that point Our replacement does not guarantee a solution We are not responsible for the threading in one position of some third party vendor's filter wheelNevertheless, we are willing to try If he accepts this offer, please pass on to ship the filter via UPS ground (no signature required) to our address listed below with attention to me, DrDon Goldman, President, and I will personally expedite the process and ship the filter back the same day or no later than hours to the address he provides in the shipment Best Regards, [redacted] [redacted] (commercial site)
Revdex.com:In spite of some errors in the response, I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I will send the defective item back to the address provided and wait for a satisfactory replacement of arrive
Revdex.com:In spite of some errors in the response, I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I will send the defective item back to the address provided and wait for a satisfactory replacement of arrive.
We received a call at
class="aQJ">7:30 am which I took. I am the President and Founder of Astrodon for 13 years and handle all customer problems. Over the past decade there are thousands of these products in use with repeat customers.
We have been using the same threaded cells for years. We use the same industry threads that are common throughout the market, but occasionally there are tolerance issues where most threaded cells work fine and a few do not. This could be a problem with our threads, but they are made reproducibly on CNC machines, or they can be due to tight tolerancing, too much anodizing, etc. in the many filter wheels made by many U.S. and international manufacturers that are supposed to accept our products and those of our competitors. My suspicion is that this is a tolerancing problem. We know that our filter cells thread in properly to SBIG and QSI (both large companies in the market here) filter wheels made here in the U.S., for example, and we use the thread specficiation that they provided years ago.
The individual indicated that he purchased our 1.25" threaded filters from our Oklahoma distributor. His first call should be to the distributor, but, of course we will accept any customer issue directly, even at 7:30 am.
He was quite agitated at the onset of the phone call, and accused us of having a defective product. I tried to explain that this happens every so often due to tolerancing issues described above, but he became more irate and just wanted to blame us, accusing us of "passing the buck". I offered to send him out at no cost to him a couple of empty filter cells to see if they screwed into the one position in question, but he refused. As a result, I was about to suggest to him to send the one filter/cell in question back to us (his cost) and we will remount it here (our cost) and send it back to him (our cost), but at that point, he was screaming, and not letting me talk, so I had no choice and just hung up. That is the first time since I founded the company that I ever hung up on a customer. Most people want to find a solution. It is in their interest to do so. And, most ongoing businesses are willing to bend over backwards to resolve problems, even if they are not the root cause. Our reputations are on the line, too. His screaming did not allow us to get to that point. Our replacement does not guarantee a solution. We are not responsible for the threading in one position of some third party vendor's filter wheel. Nevertheless, we are willing to try.
If he accepts this offer, please pass on to ship the filter via UPS ground (no signature required) to our address listed below with attention to me, Dr. Don Goldman, President, and I will personally expedite the process and ship the filter back the same day or no later than 24 hours to the address he provides in the shipment.
We received a call at class="aQJ">7:am which I took I am the President and Founder of Astrodon for years and handle all customer problems Over the past decade there are thousands of these products in use with repeat customers We have been using the same threaded cells for years We use the same industry threads that are common throughout the market, but occasionally there are tolerance issues where most threaded cells work fine and a few do not This could be a problem with our threads, but they are made reproducibly on CNC machines, or they can be due to tight tolerancing, too much anodizing, etcin the many filter wheels made by many U.Sand international manufacturers that are supposed to accept our products and those of our competitorsMy suspicion is that this is a tolerancing problemWe know that our filter cells thread in properly to SBIG and QSI (both large companies in the market here) filter wheels made here in the U.S., for example, and we use the thread specficiation that they provided years ago The individual indicated that he purchased our 1.25" threaded filters from our Oklahoma distributor His first call should be to the distributor, but, of course we will accept any customer issue directly, even at 7:am He was quite agitated at the onset of the phone call, and accused us of having a defective product I tried to explain that this happens every so often due to tolerancing issues described above, but he became more irate and just wanted to blame us, accusing us of "passing the buck" I offered to send him out at no cost to him a couple of empty filter cells to see if they screwed into the one position in question, but he refused As a result, I was about to suggest to him to send the one filter/cell in question back to us (his cost) and we will remount it here (our cost) and send it back to him (our cost), but at that point, he was screaming, and not letting me talk, so I had no choice and just hung upThat is the first time since I founded the company that I ever hung up on a customer Most people want to find a solutionIt is in their interest to do so And, most ongoing businesses are willing to bend over backwards to resolve problems, even if they are not the root causeOur reputations are on the line, too His screaming did not allow us to get to that point Our replacement does not guarantee a solution We are not responsible for the threading in one position of some third party vendor's filter wheelNevertheless, we are willing to try If he accepts this offer, please pass on to ship the filter via UPS ground (no signature required) to our address listed below with attention to me, DrDon Goldman, President, and I will personally expedite the process and ship the filter back the same day or no later than hours to the address he provides in the shipment Best Regards, [redacted] [redacted] (commercial site)
Revdex.com:In spite of some errors in the response, I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I will send the defective item back to the address provided and wait for a satisfactory replacement of arrive
Revdex.com:In spite of some errors in the response, I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I will send the defective item back to the address provided and wait for a satisfactory replacement of arrive.
We received a call at
class="aQJ">7:30 am which I took. I am the President and Founder of Astrodon for 13 years and handle all customer problems. Over the past decade there are thousands of these products in use with repeat customers.
We have been using the same threaded cells for years. We use the same industry threads that are common throughout the market, but occasionally there are tolerance issues where most threaded cells work fine and a few do not. This could be a problem with our threads, but they are made reproducibly on CNC machines, or they can be due to tight tolerancing, too much anodizing, etc. in the many filter wheels made by many U.S. and international manufacturers that are supposed to accept our products and those of our competitors. My suspicion is that this is a tolerancing problem. We know that our filter cells thread in properly to SBIG and QSI (both large companies in the market here) filter wheels made here in the U.S., for example, and we use the thread specficiation that they provided years ago.
The individual indicated that he purchased our 1.25" threaded filters from our Oklahoma distributor. His first call should be to the distributor, but, of course we will accept any customer issue directly, even at 7:30 am.
He was quite agitated at the onset of the phone call, and accused us of having a defective product. I tried to explain that this happens every so often due to tolerancing issues described above, but he became more irate and just wanted to blame us, accusing us of "passing the buck". I offered to send him out at no cost to him a couple of empty filter cells to see if they screwed into the one position in question, but he refused. As a result, I was about to suggest to him to send the one filter/cell in question back to us (his cost) and we will remount it here (our cost) and send it back to him (our cost), but at that point, he was screaming, and not letting me talk, so I had no choice and just hung up. That is the first time since I founded the company that I ever hung up on a customer. Most people want to find a solution. It is in their interest to do so. And, most ongoing businesses are willing to bend over backwards to resolve problems, even if they are not the root cause. Our reputations are on the line, too. His screaming did not allow us to get to that point. Our replacement does not guarantee a solution. We are not responsible for the threading in one position of some third party vendor's filter wheel. Nevertheless, we are willing to try.
If he accepts this offer, please pass on to ship the filter via UPS ground (no signature required) to our address listed below with attention to me, Dr. Don Goldman, President, and I will personally expedite the process and ship the filter back the same day or no later than 24 hours to the address he provides in the shipment.
Best Regards,
[redacted] (commercial site)