SAM, Need a resolution and product swap-out on defective ZWO ADC Unit

wade van arsdale

Sam, I need your help on a warranty product return for replacement.
I've been trying for a couple of weeks to get a swap-out on one of your ADC units. Your support staff has not provided a resolution to this problem despite several emails to them. The ADC's prisms have been mis-bonded in the wrong position in relation to the tiny tapped stalk holes in the prism housings. This makes it impossible to set the ADC to the normal zero nulled out index position prior to tuning the color fringes on planets and also makes it impossible to get any kind of consistent results with the ADC.

**PLEASE NOTE, I bought a 2nd unit that works perfectly and the rotational positions of that one in relation to the stalk holes are perfect compared to the defective one. So it is pretty obvious what the problem is and it cannot be fixed without tapping new stalk holes for the slider knobs in the correct positions on the prism housings.

I need to return this unit for replacement. I've already sent your tech support staff pictures of the assembly error and a copy of my receipt showing I purchased it from ZWO directly and that it is still in-warranty but they are not responding to my requests. Please respond to this

as soon as you can as I am still waiting for a resolution on this.

See attached pics.......

Thank you,
Wade Van Arsdale
Registered ZWO ADC. ASIAir Pro, EAF, and multiple ASI Cameras owner

wade van arsdale

ZWO: BUYER BEWARE !!
After weeks of emails it has become obvious that ZWO has failed to honor or stand behind their product warranty on a defective ADC unit that they admitted themselves was mis-assembled. And I have the tech support emails and defective product on-hand here as proof of that statement, at least in my case.

I guess it is just tough luck on the consumer when they get a defective product from ZWO and want to return it directly to ZWO for replacement or repairs, EVEN WHEN IT IS STILL IN WARRANTY.

ZWO, you have just guaranteed that you have made the last dime off me that you ever will. I'm sure there are competitors of yours out there who WILL honor their product warranties when asked to.

Wade

wade van arsdale

Posting back here to update this: ZWO has kindly agreed to replace the defective ADC unit under warranty at no charge.

I'm glad they finally understood the problem with the prism mountings after weeks of explaining to them what the problem was: cannot reach nulled starting index point with slider knobs together no matter how the ADC unit is rotated on the scope or where the index knob is set, and that the unit would never be usable unless the stalk holes were re-tapped in different positions to bring the prisms back congruent and "glass equal but 180 degrees rotationally opposite" each other in the stack with sliders together to properly null out the starting light cone.

I appreciate ZWO's attention to this and also appreciate that they are standing behind their product and its warranty.

Wade