Orion (Telescope.com) shows its true colors - and they're not pretty

Submitted by jimwcoleman

Orion (Telescopes.com) shows its true colors - and they're not pretty

Most of you know that I recently purchased an Orion EON 115mm ED triplet Apochromatic refractor from Amazon.com. I have purchased many Orion products in the past and was, in fact, going to mount this scope on an Orion Atlas EQ-G mount.

Unfortunately, when the telescope arrived, the case was damaged. There was a large broken dent in one side and a warp in the other side. I promptly contacted Amazon and I can't say enough good things about the people I dealt with there. They offered to take back the scope with no questions asked but as it appeared to be just the case that was damaged, I asked if they could just replace the case. I was told to find that case on Amazon and they would gladly swap it out. After searching though, it became apparent that Amazon didn't carry that case. The Amazon rep called Orion (with me on the phone as well) and we spoke with a very nice, helpful gal at Orion. She assured me that Orion would make it right. All I had to do was provide the original sales invoice and, if possible, some photos of the damage. I was happy, and I let Orion know what a happy customer I was. Days later, I got a followup email letting me know that they were out of stock on that case, but it would be back in stock in a few weeks and I would be contacted again. They would even provide a prepaid UPS shipping label so I could return the damaged case.

But then management must have stepped in - that's the only explanation I have for  what happened next. A couple of days passed, and I got yet another email telling me that no, it's not their responsiblity as it was damaged in transit. I could either request that Amazon replace the case (which I had already done) or ... OR ... "Another option is that we can sell a new case to you. We have them available and in stock for $99.00 plus any applicable sales tax. We can waive the $9.95 shipping and handling fee if you would like to go this route."

I was floored. Here I had spent nearly $1800 on an Orion product and Orion was not going to stand behind it and make it right in any fashion - outside of waiving a $10 shipping fee if I spent another $100. 

I contacted Amazon immediately and once again, Amazon was more than happy to take back the scope. So I packed it up and also returned another $500 worth of field flatteners and additional Orion accessories I had purchased.

Having bought scopes, cameras and accessories from High Point Scientific (including my amazing Coronado BF30 solar scope) previously, I promptly contacted them and purchased a Meade 115 Series 6000 APO refractor with an additional field flattener and other needed accessories.  At this point, I had determined that I would never buy from Orion again.

And then I got yet ANOTHER email from Orion management, this time apologizing that the gal who originally helped me didn't know what she was doing and should never have offered to replace the case and, furthermore, saying "I’m not certain why we would suggest you can buy a case when Amazon is perfectly capable of resolving this issue for you."  Finally! They said something we could agree on! And Amazon did promptly resolve the issue for me.

I know there are complexities with shipping and distribution channels, etc. But Orion lost a customer who has spent thousands of dollars with them in the past and potentially would do so again in the future. All over a $99 case, which cost them far less than that. I hope they are happy.

Even if you are one who comes down on the side of Orion and agrees with their handling of this, it's obvious that the right hand does not appear to know what the left hand is doing over there. That, in and of itself, doesn't give me any confidence in doing business with them in the future.

I do a lot of outreach with high school astronomy programs, youth groups and senior centers. I'm frequently asked where people should buy and which scopes are good for beginners. Guess which company's product line I will no longer recommend?

I'm looking forward to this Meade scope. Having an LX200 ACF scope in my collection already, I'm thinking I will like the Meade quality much better anyway. The focusing mechanism on the Orion EON 115ED felt loose and rough the one time I got to use it. Maybe this is all for the best.

Enjoy the money you saved by not replacing my case, Orion managers. And my continued thanks to the others at Orion who did offer to help before management threw them under the bus.

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Submitted by jimwcoleman on Fri, 06/14/2019 - 17:34

JUN 11, 2019  |  04:32PM PDT Elaine P. :

Dear Jim Coleman:

Thank you again for all the information and pictures. Unfortunately we are completely out of stock of the case for your telescope. It will be approximately a month before we can ship it to. I do apologize for the disappointment this may cause and I hope the damaged case can at lease suffice in the mean time to protect your new telescope.

You’ll get an email with a UPS tracking code in it when the case ships. We’ll also send you a UPS return label so that you can put the damaged one in the box the new one comes in and drop it off anywhere that UPS is accepted. Thank you for your patience in this matter.

Please feel free to contact us if we can be of further assistance.


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Submitted by jimwcoleman on Fri, 06/14/2019 - 17:35

JUN 13, 2019  |  02:48PM PDT Rich R. :

Dear Jim Coleman,

Thank you for your recent email to Orion. Regrettably our initial assessment of the situation was mistaken and we are unable to replace the case at no charge. As it was likely damaged in shipping and Amazon is the shipper of record you will need to report the product as damaged to Amazon and arrange a return or replacement through the Your Orders section of your Amazon account. They should be able to provide the necessary return instructions.

Another option is that we can sell a new case to you. We have them available and in stock for $99.00 plus any applicable sales tax. We can waive the $9.95 shipping and handling fee if you would like to go this route.

I sincerely apologize for any frustration this has caused. We appreciate your interest in our products and don’t wish to disappoint you.

Clear Skies, Rich R. Orion Technical Support


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Submitted by jimwcoleman on Fri, 06/14/2019 - 17:38

JUN 14, 2019  |  12:33PM PDT Simon :

My apologies Mr. Coleman, I’d like to make sure it’s clear we’re only saying we don’t have the ability to file a damage claim using one of Amazon’s tracking numbers coming from one of their warehouses. The associate addressing this in Customer Service originally simply didn’t realize this was the case; she was under the impression we could file a claim however our company is not involved in your transaction. I’m not certain why we would suggest you can buy a case when Amazon is perfectly capable of resolving this issue for you, the damage report was supposed to go to them. Please let us know if we can be of further assistance.

Best regards, Simon Christy Technical Support Orion Telescopes & Binoculars


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