Meade Instruments Corp

Review: I purchased a Meade 8" LX90-ACF Telescope w/GPS including a field mount on January 11, 2015. The mount has a broken spreader. I have sent three emails to Meade outlining the problem. I have not even been given the courtesy of a response to my three emails. The warranty clearly includes the telescope and included accessories for one year. The warranty also demands the buyer contact Meade Instruments directly for warranty service, which I have done,Since the purchase of this telescope I have purchased additional items from Meade, so they are certainly doing business on-line. I am deeply disappointed that this company refuses to honor the warranty by simply ignoring all correspondence. Their business ethics are very suspect and our local astronomy clubs are now taking note of this disregard of the consumer. The SKU# MFR# for the telescope: [redacted]. I believe the refusal to answer correspondence regarding warranty claims speaks for itself. Thank you. [redacted]Desired Settlement: I want the broken tripod mount spreader replaced. I want Meade to understand their responsibilities under this warranty, and for the Revdex.com to record this failure to even correspond on the warranty issue, as well as Meade's response to your query regarding this complaint. Thank you.

Business

Response:

Our Customer Service Dept. has now spoken to the consumer and is obtaining the needed information for warranty support. The email address reportedly used for prior correspondence by the consumer is not a valid address for technical support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The email address I used was the only available email address for Meade, and if not the correct one for "technical" support they should have replied and directed me to use a different email address. What would be the correct email address? They do not indicate what would be the correct email address. They should admit a failure to communicate anything in response to my three emails, which Meade did receive. If they did not forward to the correct department, why not? What would be a better email address? No other email address is provided on the website. They are now in contact with me, and only in response to the Revdex.com query. Meade ha

Regards,

Business

Response:

Meade Customer Service was unaware of the issue until the Revdex.com complaint was filed, as the department does not currently have email support and does not monitor the email address the customer used. Per the company web site and all documentation with our products we offer support at our toll free number [redacted] from 7am to 5pm Monday through Friday. Support is now underway.

Review: Business name [redacted] sole owner [redacted].

In December of 2014 my brother died suddenly. I was appointed Administrator of his estate in April 2015. I contacted companies he ordered from to find out what might be owed. Meade Instruments stated that [redacted] was in arrears 5,000.00. In the process of administration I asked for his bank statements. I learned that my brother had paid Meade over 34,000 in 2014. Checks were written to Meade in December. I asked Meade for a more detaitiled accounting, all invoices for 2014. Meade refuse and have threaten to turn this account to collection. The CPA asked for the same and was sent invoices that did not detail the entire year as per request.

I need the full year of invoices so that I can match with check amounts paid.. I have never worked for my brothers company. I have no knowledge of what was sent or sent back. I cannot understand why a company would refuse a request for this detailed accounting. My brothers company has paid over 34 thousand dollars to Meade in 2014. I cannot understand why Meade does not respect this history and understand that I cannot pay any amount until I am sure what is owed. Meade is refusing to provide information that is needed. I have worked with [redacted] and she is not accommodating, the information she sent to verify this amount is insufficient and is unclear.Desired Settlement: To resolve amount Meade state that is owed, invoices sent for the entire year of 2014 listing checks credited amount credited and any returned merchandise for the year 2014.Meade to provide that the amount is owed.

Business

Response:

Greetings,In response to the above mentioned complaint, Meade instruments Corp, (the "Company”) mailed, VIA the US Postal Service, outstanding invoices to its customer, Camera Bug (the “Customer"). Attached are copies of these invoices totaling $5,124.54 that were returned to the Company as “Undeliverable, no forwarding address available".During the time period of January 2, 2015 through December 29, 2015, the Company made multiple attempts to reach its Customer and to resolve debt.On May 4, 2015, the Company learned through an employee of the Customer that its owner had passed away. Shortly after, Ms. [redacted] was in contact with the Company and inquired about the outstanding account balance. On May 5, 2015, the Company provided Ms. [redacted] with a list of outstanding invoices, which are the invoices mentioned above and attached to this response.The Company also provided Ms. [redacted] and her hired accountants, [redacted], with soft copies of these invoices and a soft copy of the account reconciliation statement (attached) on the following dates: August 7, 2015, August 20, 2015, November 18, 2015, December 14, 2015 and December 29, 2015.The account reconciliation statement provided Ms. [redacted] with payment history and how funds were applied to the account. Therefore, the Company has nothing further to provide. The Company would also like to note that every effort was made to assist Ms. [redacted], and with compassion, provided her with a free accessory to assist her with selling items that no longer qualified as a return. Complaint #[redacted] – [redacted] re: Meade Instruments' Customer, Camera Bug Page 2 of 2Efforts to resolve the outstanding debt were not progressing and Ms. [redacted] was notified multiple times that the account would need to go to collections. On January 8, 2016, the Customer was turned over to the Company's Collection Agency, Altus Global Trade Solutions (“Altus Global”).As of the date of this response, [redacted] and Altus Global are in contact with each other to resolve the debt issue. The Company has instructed Altus Global to focus only on the open invoices. Should Ms. [redacted] or her accountant require further information, we request that they contact Altus Global directly at [redacted].Should the Revdex.com of San Diego require additional information regarding this matter, please do not hesitate to contact me directly at [redacted].com or [redacted].

Review: I have a Meade model 92618 LED battery powered magnifying glass. Upon trying to replace the batteries for the first time the handle would not come loose. I used several methods but no luck. I emailed Mead's customer service and never received a response. I finally called and their answer was to use "brute" force. They had no suggestions of why it won't come off or offered to replace it. It's obviuously a product defect. Any more force and it will cause damage, I've already have a couple of scratches on what was a perfect condition piece of equipment from using brute force as suggestedDesired Settlement: They should simply replace this model, or a like model, and have this returned so they can research why this is happening

Business

Response:

Per conversation with the customer the likely cause of being unable to open the handle where batteries are installed are the existing batteries were left in the unit, discharged, leaked, and corroded. The instructions include removing the batteries to prevent this for any prolonged storage. Such damage would not be covered under warranty. This product ships new in box without batteries installed. Additionally the owner indicated to us he did not have proof of purchase which would be required for any warranty claim. We do not repair such items outside the one year factory warranty, it would require replacement. This product was discontinued in Mid 2014 and we have no remaining inventory nor do we have any like item.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY - There is no proposed action only excuses. When I finally got the handle opened there were no batteries in it. They theory to blame it on anything but their product doesn't hold water. So if there were no batteries and no corrosion what's their next excuse. Why don't they be a good corporate citizen and do the right thing. The only reason there are marks on the handle is their suggestion to use , and I quote "brute force. That's a great customer service suggestion and has caused damage not there prior to their suggestion because they had the wrong diagnosis of what was wrong.]

Review: I purchased a telescope from a Meade authorized dealer/agent, Anacortes Telescope located in Anacortes WA. The telescope was defective and Meade requested that I return it to Meade in La Jolla. I did so and Meade was unable to fix the problem. Meade and their authorized dealer/agent agreed to refund my money. Meade has had the telescope for over three weeks but the dealer and Meade have not issued the refund despite repeated requests.Desired Settlement: A full refund of $2310.23

Business

Response:

The purchase was made directly through one of our dealers, after we received the customers request for a refund, we contacted the dealer and asked to proceed with the customer's request. the dealer has done so and customer should see it reflected in his account in the next few days.

Review: I was given a gift of a new Meade StarNavigator 130 computerized telescope, that was April 2, 2014. It was used 3 times between then and June 7, 2014. I contacted warranty service since Amazon.com, said there was nothing they could do. After 4 phone calls, 4 unanswered emails, I finally got the return label. It was returned they received it on August 7, I believe. On August 27, 2014 and numerous emails, I received an email from [redacted] that confirmed it was a bad unit, which means it sat for 3 weeks before being looked at. I've emailed [redacted] and again was told when asked I was told I'll get back to you by tomorrow at the latest, that was Thursday. I wrote Friday morning and was again told get right back to me, never happened. I have copies of all emails exchanged. At this point they have had it as long or longer than I have. I asked about my warranty when and at this point if I would get an extension, and was flat out told, "no your warranty will run out in april". I feel customer service is deceitful and Meade product support is basically non existant.Desired Settlement: I was promised a replacement, in June. It will be September by the time this is even read, all I want is my replacement. " Within a Reasonable time frame." Purchased I April malfunctioned by June, was promised a new one if it was a malfunction, sat there another 20 days before inspection. If not a reasonable amount I would like the cost to replace it my a brand of my choice. A simple refund of 399.99 dollars and a extra 35.00 for the 2 day delivery charge I paid, when purchased. And a public apoligy. I purchased at least 7-800.00 worth of extra equipment to take pics and to look at all the meteor showers, I purchased several programs to assist me with showing people how cool Astronomy really is. We need reliable equipment, and a working service department.

Thank you.

Business

Response:

Good afternoon,