Teton Telescope customer service

Hi,
I don't where the forum for this would be but as I wound up with a refractor I will post it here.

We all hear complaints about customer service from time to time and I myself have made such complaints in the past.
I would like however, to relate an extremely positive experience I had with Mark Rieck at Teton Telescope.
A little more than a year ago (Neaf 2007 to be exact) I met Mark of Teton Telescope. I was impressed, then, by his friendly manner but never thought I would be able to purchase a scope from him due to my limited means. Then the price of gold shot up and I was able to sell some unused jewelry and a new scope became a possibility. I decided that a 5 inch apo (tak fs 128 used) was a real good choice. I then posted for advice on both AM and CN. It was Mark from Teton that opened me to the possibility of a 7 inch mak from IM. I did the research and eventually decided to go the Mak route. I went through Teton because of the favorable impression that I had gotten at NEAF ‘07. When the scope came I got it to Saturn right away and saw the planet better than I ever saw it in my life. It was amazing amazing and then still amazing. I thought that I had found the scope for life. After a short while I noticed that the scope was out of collimation (probably due to a rough ride to a dark site) and that’s when the problems started. I guess that I found collimating much harder than others do, and I probably obsess about it more than I should. Be it as it may be, I was getting frustrated with the scope. I contacted Mark and he tried to walk me through it but I couldn’t do it. Eventually I decided that my viewing sessions were too short to have to spend time with collimation and I decided to sell the scope.
Here is where working with Teton showed me what a first class act I was dealing with. Many others (and I not taking a swipe at anyone at all)would have gotten frustrated with me and told me to try my best and things would work out in the end or to go ahead and sell it. NOT Mark!!!!!!! A customer of his was having trouble. He contacted me and tried to find me a buyer for my scope. When that failed he offered to take the scope back and replace it with a first class refractor. He was the one who contacted me. I didn’t think in my wildest dreams that he would take back the scope, but he did and I now have a beautiful refractor instead.
Mark runs an honest business and stands behind his customer even when the problem is customer induced (as it was in my case). I’m glad I met Mark and I rate his customer service way above 100%.

I now have an Eon. I have not tested it to much yet but it sure looks good.

Oddly I have seen on several occasions in these forums where Mark tries to help inform a fellow amateur on a possible equipment choice such as a MN that they might otherwise not have considered only to be lambasted for shameless self promotion. I say good for him. If he is willing to take the time to respond to situations like yours or others of similar circumstance and he makes a profit in the process so be it. I never see him actually promote his business saying they should buy their Mak Newt from him. Other dealers could do the same if they had the desire to be as helpful as Mark rather than just being order takers. :S

DanL

My turn,

He has help me many times off-line, answering questions about specific scopes and mirrors. If I end up buying another yet another scope it will be an MN86 from Mark, just because of the off-line help.

-JW:>)

I agree. Mark is excellent to work with. I know him personally and he is as courteous and helpful in person as he is over the phone. I wanted to try out a MN74 before buying it and Mark drove to my house (about 1.5 hours) late at night and sat patiently as I pummeled him with questions about the scope. He let me put it on my mount and image with it until I was satisfied. I bought the scope.

I recommend him without hesitation.

Tom

Thank you Itz for sharing your story... gotta love happy endings!
And a BIG thank you to Mark for doing what he does... helping the Astro Community in every way possible... way to go Mark! 8)

I have purchased two scopes from Mark and his customer service is first rate. He always answers questions promply and he knows what he is talking about concerning the products he sells. No hype! Pure high performance!

Keith