I have been a ZWO user for a number of years now. Happy with their products. I have several of their cameras and accessories. Proud owner of 3 ASIAIR one original version and 2 pro versions. one ASIAIR was faulty from beginning with disconnection problems.
Let me say that if I replace the faulty ASIAIR Pro in the setup with the good one it worked without a problem. Indicating the setup was not the problem( cabling, WiFI, etc. I have 3 setups, all 3 ready depending on what I wish to image on the night, I just place on my mount).
10 months later and after sending it back at my own expense a few months ago ( by the way it is now coming up for 1year and warranty will expire) I got back the unit a couple of months ago in exactly the same faulty condition.
I was then asked to disassemble the unit and try without the power unit on and outside the metal casing, surely they did this when I sent it back? luckily, I am no expert but I know something about electronics. So I powered it on via USB as instructed and lo and behold it failed to keep wifi connection and sent them photos.
I am a patient person by nature. But it has run out! So I am posting this in the forum to see if someone important in Zwo does the right thing finally.
I will only post the last few E-mails as it will give a concise view of the last year.
Hi Ying.Tang,
Today I will be make a visit to DHL office in person. I will attempt again to pass on this information.
In the meantime send me a replacement new one that works. I think 10 months of patience is enough. We can then take as long as you want to send this back. It has been sitting in the Gibraltar DHL office for a few days now. You can arrange for your courier to pick it up.
Here is the address
DHL Express - Gibraltar
c/o Matrix Logistics Solutions Ltd
Unit 36 New Harbours Deck
New Harbours
Gibraltar
Tel. 0035020072210
The gentleman dealing with this is
Hope this helps
Regards
Gabriel
Sent from Mail for Windows 10
From: rma@zwoptical.com
Sent: 05 March 2021 03:23
To: gperez; support
Subject: Re: FW:
Hi Gabriel,
I'm very sorry for the trouble, and thank you very much for your support and time.
Could you send the camera by a paper shipment air waybill? you just need to check consignee in the 'Payment Of Charge' bar.
Ying.Tang @ZWO Support Team
Landline: +86 512 65923102
Homepage: astronomy-imaging-camera.com
User Forum: bbs.astronomy-imaging-camera.com
Facebook & Twitter: ZWO| ASIAIR | ASIStudio | ZWOASI
From: Gaby
Date: 2021-03-04 20:17
To: Ying.Tang; Ying.Tang; rma@zwoptical.com
Subject: FW: FW:
Hi,
I have now had a faulty product for nearly 9/10 months. I have been unable to use it to any adequate level. I have even sent it for repair at my own expense, only to have it returned in exactly the same condition. Not to mention the countless hours of following your instructions to restore it to a proper functional condition. Also the hours of wasted imaging time.
THIS UNIT IS FAULTY!!! I have 2 others 1 Pro and an original version THESE WORK FINE!
Now I am having trouble for your company to arrange the return!
Just send me a new one and you can arrange to have the faulty one sent back at your own leisure PLEASE!
If you look at your records I have spent several thousand of dollars. Original planetary cameras, Filter wheels, focusers power supplies, and 2 colour cameras and guide camera also several accessories.
Please please please send me a new one I am now getting frustrated.
Regards
Gabriel
