Date   

Re: How Do You Rate Explore Scientific? #ExploreScientific

Amanda McAlpin
 

Done!!
--

IG: @grumpygumption
Mount
: iExos-100 PMC-Eight
Scopes: Celestron Astromaster 130; William Optics Zenithstar 73
Cameras:  (stock) Canon 60d; ZWO ASI290MC
Computer and software: Windows 10 (using Parallels on a 3/1Ghz dual core i5 Macbook Pro); NINA, PHD2, ASTAP, PIPP, Autostakkert, RegiStax, DSS, Photoshop CC
First telescope: Astromaster 130 for Christmas 2018. :)


Re: How Do You Rate Explore Scientific? #ExploreScientific

Jim McKee
 

Done.  Easy to write 5 star review for an excellent company
--
Scope:        Orion EON 115mm APO
Mounts
:      ES EXOS2-GT w/ PMC-8
Cameras:   ZWO ASI 071MC Pro, Canon 6D Mk 2, Canon 7D2,  EOS 60D Asto Modified
Lens:
          Canon EF 100-400mm f/4.5-5.6L IS II
Misc:          TELRAD, ZWO ASI120MM Guide Camera, Astromania 60mm Guidescope, Senso Sesto Focus Motor
Software:   EXPLORESTARS IOS & WIN, Stellarium. NINA,  APT, DSS, PixInsight, Photoshop CC
Computer:  Dell Latitude E5450, Windows 10


Re: My best < Your worst - Why doesn't anything work?

Chris Tardif
 

I use a PC with APT and not tablets so I'm not sure how much this will help so take it for what its worth.

I use ASPS (All sky plate solver).  Configuration is a little finicky but i found that you have to launch the ASPS program first and make sure you can platesolve in that app without APT. You have to make sure you download the correct files for your lens and scope and set the pixel size and focal length in ASPS first.  Once you get it working in the ASPS app then configure ATP.  You also have to tell APT about the focal length otherwise it will not work.

Are you auto-guiding?  


--
Mounts: Explore Scientific IEXOS-100 w Celestron CG5 tripod, iOptron CEM 40
Scopes: Explore Scientific FCD-100 ED-102CF, Various Canon lenses, ZWO mini-guidescope, StarField 60mm guide-scope.
CameraASI120MM Mini (mono), Altair GPCAM 130
Control PC: Intel NUC
Loc: 44 -79


Re: How Do You Rate Explore Scientific? #ExploreScientific

Jennifer Shelly
 

Just left a 5 star review.


Sent from Yahoo Mail for iPad

On Saturday, November 23, 2019, 11:13 AM, Jennifer Shelly <drunkendogg@...> wrote:

I will definitely take the time to do this.  I have received nothing short of top notch service from ES.

Jennifer


Sent from Yahoo Mail for iPad

On Friday, November 22, 2019, 9:01 PM, Jerry Hubbell - Explore Scientific VP Engineering <jrh@...> wrote:

[Edited Message Follows]

One of the frustrating things about the telescope business is that the industry has to turn on a dime and support a great influx of customers when a significant astronomical event occurs. If you can imagine ramping up a sales rate from several thousand customers to millions of customers in a few short months, then you can understand the problem. Explore Scientific ran into this issue in 2017 when early in the year we decided to support the upcoming Great American Eclipse in August 2017 by selling eclipse glasses.

We ramped up production of our eclipse glasses that were shipped to our headquarters and we enlisted a large team of local volunteers to help package the hundreds of thousands of orders up until the last day before the eclipse. We bought and sold 4 million eclipse glasses if you can imagine. As you can expect, we fell behind as our ordering system buckled under the sheer number of orders. The problem became very acute in the last 2 weeks of the sales as we couldn't keep up with our sales numbers and we basically oversold the number of glasses we had and could ship on time. 

You can imagine customers that ordered online the last couple of weeks when we thought we had glasses left to sell and we found the last week that we had actually oversold and we had no more glasses. The customers became pretty upset and there were hundreds that let us know via our customer support lines, Facebook, and our website. There were a lot of customers that contacted the Better Business Bureau in Arkansas and 19 filed reports against us. This was a low point in our business as our intention was to satisfy all our customers but it wasn't to be. What was even worse is that we had hundreds of customers cancel their order even though their order had been shipped the week before, and they received it in the days after the eclipse.

After the Better Business Bureau contacted us we explained the situation and what we were doing to try to make it right. We made a full-court press to contact all our customers who were negatively affected and spared no expense to try and correct it. After a few months, the BBB saw how we responded and posted a message from president Scott Roberts and decided that although we failed those last few customers we also made a huge effort to make it right and awarded Explore Scientific the Torch Award for Ethics.
https://astronomytechnologytoday.com/2018/09/10/16806/

This was a very pleasant surprise and helped us to shake off the experience a little easier knowing that we did our best to make things right.

Unfortunately, our reviews on the BBB website
https://www.bbb.org/us/ar/springdale/profile/scientific-instruments/explore-scientific-llc-0935-90339490#bbbseal

are very negative and we currently have 1.5 stars out of 5 as a business.  I come to you, our PMC-Eight customers to ask you a favor to go to the BBB website and submit your own opinion of our company and how we do business. The current rating is based on the experience customers had in August 2017. We would like to see more current opinions on the BBB website. You can also see Scott's message on the BBB page linked above.

If you decide to place your opinion of our company on the BBB website, we would be very grateful and thank you for your time.

Jerry Hubbell
Vice President of Engineering

Explore Scientific, LLC.
jrh at explorescientific.com

www.explorescientificusa.com
1010 S. 48th Street
Springdale, AR 72762
1-866-252-3811

Author: Scientific Astrophotography: How Amateurs Can Generate and Use Professional Imaging Data
             Remote Observatories for Amateur Astronomers: Using High-Powered Telescopes From Home


Mark Slade Remote Observatory (MSRO) IAU MPC W54 Equipment
Wilderness, VA
Mounts
: ES PMC-Eight G11 + Telescope Drive Master (TDM)
Scopes: ES 165 FPL-53 ED APO CF, ES 102 FCD100 ED APO CF
Cameras:  QHY174M-GPS + FW, QHY163C
Misc: 3-inch 0.7x Focal Reducer Field Flattener, Filters: Luminance,
Red, V-band Photometric, Diffuser, 200 lpmm Spectral Grating

Software: MaxIm DL 6, Cartes du Ciel, Astrometrica, AstroImageJ, AutoStakkert!


--
Sincerely,

Jennifer Shelly
AstroPorch, VA

Mounts
: ES PMC-8 G-11, ES PMC-8 EXOS-2
Scopes: ES ED127 FCD-100, ES Levy Comet Hunter, ES N208CF, Meade APO 70 MM Astrograph, QHY Mini Guide Scope
Cameras: QHY168C, ZWO ASI183MC-P, ZWO ASI183MM, Nikon D5600
Misc: MoonLite CFL 2.5 / High Res Stepper / V2 Mini Controller, Baader SteelTrack NT / SteelDrive II, Baader UFC, Optolong 2" L-Pro / L-eNhance
Imaging Software:  APT, BYN, SharpCap Pro, ASICap
Processing Software: PixInsight, Lightroom, Premiere Elements


Re: My best < Your worst - Why doesn't anything work?

Dan Kahraman
 

Hi Burks:

1) Polar alignment has to be very accurate. To me it looks like you have a polar alignment issue. Use Sharpcap to help you with this. Initially make sure that Polaris is visible in your reticle scope. If you are using the same location outside, mark that spot. It will make subsequent set ups much easier. You won't have to use your reticle scope then...
2) Do you have the right files downloaded in APT to do platesolving? In addition you have to modify some of the directories. Here is a tutorial on that by Astroquest1 (https://www.youtube.com/watch?v=01sWypHU7vo&t=64s)
3) If you have sag or tilt in your focuser so that your stars are not round, this too will throw off platesolving. Stars have to be round! So no wedge or tilt in your optical train.
4) You have to be quite accurate in determining the focal length, pixel array of your guidescope and guidecamera. This too will make difference in whether plate solving will work.

Don't give up! This is a brutal hobby. Many are ready to help you because we have all experienced your frustrations.

Dan Kahraman

On Sat, 23 Nov 2019 at 10:45, Burks21 <nygburks2121@...> wrote:
I've had my iExos-100 for nearly 1.5 months and I've yet to taken any better photos than what I was doing by lying the camera on a picnic table and aiming it. Yes, it's that bad. 

1. I decided to get a Amazon Fire 8HD so that I don't have to keep switching programs from APT (because that is working SO well for me, Plate solving? ERROR) and ExploreStars. Guess what? Explorestars is useless on my tablet, works fine on my laptop. I've factory reset the tablet, updated it, used my mother-in-laws, transferred the database to every folder possible (zipped and unzipped, because I can), and so forth. I can move my mount, that's it. No database. No GoTo. Nothing. Ideas? Error is "Could not open database file: /storage/emulated/0/Android/data/com-blahblahblah

2. I'm assuming my polar alignment is causing my inability to take more than a 2.5 sec exposure without star trails? Even last night I had Polaris dead center in my polar alignment hole, couldn't track worth a crap. Set the speed from 1 to 100 going in increments of 5. Just....yeah....I did a better job manually adjusting the mount every couple photos. I don't expect dead nut accuracy but wow. 

3. 100+ photos last night with a Canon T3 and 75-300mm lens. This was the best I got. Can you sense my frustration? I've read articles, I've watched videos, I've swore more than a sailor with syphilis. Someone pops out their iPhone and takes a photo 10x better than this, or whatever that Chinese company is that begins with a H. 



Basically, I'm lost, frustrated, and just looking at anything related to the sky just makes my blood boil at this point. 


Re: How Do You Rate Explore Scientific? #ExploreScientific

Jennifer Shelly
 

I will definitely take the time to do this.  I have received nothing short of top notch service from ES.

On Friday, November 22, 2019, 9:01 PM, Jerry Hubbell - Explore Scientific VP Engineering <jrh@...> wrote:

[Edited Message Follows]

One of the frustrating things about the telescope business is that the industry has to turn on a dime and support a great influx of customers when a significant astronomical event occurs. If you can imagine ramping up a sales rate from several thousand customers to millions of customers in a few short months, then you can understand the problem. Explore Scientific ran into this issue in 2017 when early in the year we decided to support the upcoming Great American Eclipse in August 2017 by selling eclipse glasses.

We ramped up production of our eclipse glasses that were shipped to our headquarters and we enlisted a large team of local volunteers to help package the hundreds of thousands of orders up until the last day before the eclipse. We bought and sold 4 million eclipse glasses if you can imagine. As you can expect, we fell behind as our ordering system buckled under the sheer number of orders. The problem became very acute in the last 2 weeks of the sales as we couldn't keep up with our sales numbers and we basically oversold the number of glasses we had and could ship on time. 

You can imagine customers that ordered online the last couple of weeks when we thought we had glasses left to sell and we found the last week that we had actually oversold and we had no more glasses. The customers became pretty upset and there were hundreds that let us know via our customer support lines, Facebook, and our website. There were a lot of customers that contacted the Better Business Bureau in Arkansas and 19 filed reports against us. This was a low point in our business as our intention was to satisfy all our customers but it wasn't to be. What was even worse is that we had hundreds of customers cancel their order even though their order had been shipped the week before, and they received it in the days after the eclipse.

After the Better Business Bureau contacted us we explained the situation and what we were doing to try to make it right. We made a full-court press to contact all our customers who were negatively affected and spared no expense to try and correct it. After a few months, the BBB saw how we responded and posted a message from president Scott Roberts and decided that although we failed those last few customers we also made a huge effort to make it right and awarded Explore Scientific the Torch Award for Ethics.
https://astronomytechnologytoday.com/2018/09/10/16806/

This was a very pleasant surprise and helped us to shake off the experience a little easier knowing that we did our best to make things right.

Unfortunately, our reviews on the BBB website
https://www.bbb.org/us/ar/springdale/profile/scientific-instruments/explore-scientific-llc-0935-90339490#bbbseal

are very negative and we currently have 1.5 stars out of 5 as a business.  I come to you, our PMC-Eight customers to ask you a favor to go to the BBB website and submit your own opinion of our company and how we do business. The current rating is based on the experience customers had in August 2017. We would like to see more current opinions on the BBB website. You can also see Scott's message on the BBB page linked above.

If you decide to place your opinion of our company on the BBB website, we would be very grateful and thank you for your time.

Jerry Hubbell
Vice President of Engineering

Explore Scientific, LLC.
jrh at explorescientific.com

www.explorescientificusa.com
1010 S. 48th Street
Springdale, AR 72762
1-866-252-3811

Author: Scientific Astrophotography: How Amateurs Can Generate and Use Professional Imaging Data
             Remote Observatories for Amateur Astronomers: Using High-Powered Telescopes From Home


Mark Slade Remote Observatory (MSRO) IAU MPC W54 Equipment
Wilderness, VA
Mounts
: ES PMC-Eight G11 + Telescope Drive Master (TDM)
Scopes: ES 165 FPL-53 ED APO CF, ES 102 FCD100 ED APO CF
Cameras:  QHY174M-GPS + FW, QHY163C
Misc: 3-inch 0.7x Focal Reducer Field Flattener, Filters: Luminance,
Red, V-band Photometric, Diffuser, 200 lpmm Spectral Grating

Software: MaxIm DL 6, Cartes du Ciel, Astrometrica, AstroImageJ, AutoStakkert!


--
Sincerely,

Jennifer Shelly
AstroPorch, VA

Mounts
: ES PMC-8 G-11, ES PMC-8 EXOS-2
Scopes: ES ED127 FCD-100, ES Levy Comet Hunter, ES N208CF, Meade APO 70 MM Astrograph, QHY Mini Guide Scope
Cameras: QHY168C, ZWO ASI183MC-P, ZWO ASI183MM, Nikon D5600
Misc: MoonLite CFL 2.5 / High Res Stepper / V2 Mini Controller, Baader SteelTrack NT / SteelDrive II, Baader UFC, Optolong 2" L-Pro / L-eNhance
Imaging Software:  APT, BYN, SharpCap Pro, ASICap
Processing Software: PixInsight, Lightroom, Premiere Elements


Re: How Do You Rate Explore Scientific? #ExploreScientific

Wes Mcdonald
 

Done and Done.

Man, those guys that waited to the list minute were....not smart and overly vindictive.  I bought my stuff months in advance, because it was OBVIOUS to me and to the vendors themselves that it would be too late at the last minute.  Well, as they say, PPPPP ----- Prior Planning Prevents Poor Performance!

The most painful wounds are self inflicted. 

wes. 

--
Wes, Southport NC
PMC-8, ES ED 127, 10" LX200GPS, Astro-Tech 8" Newt, ETX-90
Polemaster, Orion ST-80 and SAG
Electrical Engineer, Retired


Re: My best < Your worst - Why doesn't anything work?

Gord Farmer
 

I’ve had my exos2 PMC8 since March .
Still learning , having a blast.
For me it’s trial and error and help from friends who know more than I 
  I like the challenge .

Hang in there we will both get there .
Regards 
Gord 


On Nov 23, 2019, at 10:45 AM, Burks21 <nygburks2121@...> wrote:

I've had my iExos-100 for nearly 1.5 months and I've yet to taken any better photos than what I was doing by lying the camera on a picnic table and aiming it. Yes, it's that bad. 

1. I decided to get a Amazon Fire 8HD so that I don't have to keep switching programs from APT (because that is working SO well for me, Plate solving? ERROR) and ExploreStars. Guess what? Explorestars is useless on my tablet, works fine on my laptop. I've factory reset the tablet, updated it, used my mother-in-laws, transferred the database to every folder possible (zipped and unzipped, because I can), and so forth. I can move my mount, that's it. No database. No GoTo. Nothing. Ideas? Error is "Could not open database file: /storage/emulated/0/Android/data/com-blahblahblah

2. I'm assuming my polar alignment is causing my inability to take more than a 2.5 sec exposure without star trails? Even last night I had Polaris dead center in my polar alignment hole, couldn't track worth a crap. Set the speed from 1 to 100 going in increments of 5. Just....yeah....I did a better job manually adjusting the mount every couple photos. I don't expect dead nut accuracy but wow. 

3. 100+ photos last night with a Canon T3 and 75-300mm lens. This was the best I got. Can you sense my frustration? I've read articles, I've watched videos, I've swore more than a sailor with syphilis. Someone pops out their iPhone and takes a photo 10x better than this, or whatever that Chinese company is that begins with a H. 

<Single__9341_ISO3200_10s__8C.JPG>


Basically, I'm lost, frustrated, and just looking at anything related to the sky just makes my blood boil at this point. 


Re: Switching wifi/serial on android

Omar Rahman
 

Hi Jerry,

I used the Zwo mini guide scope (30mm f4) and the ASI 120mini camera. I have not got around really pulse guiding other than a test evening. Once I get back from vacation I will really test it out. And I’m up for any procedures I need to work on to get everything set up. 


Thanks for all your help and availability. It makes you the entire a little less daunting. 


Omar


Re: Astrophotography Done with the iEXOS-100, EXOS 2, and G11 Post your Pictures and Details! Lets Show What These Mounts Can Do. #G11 #astrophotography #iEXOS-100 #EXOS2

Wes Mcdonald
 

Amazing results.  Thanks for sharing.

Wes

--
Wes, Southport NC
PMC-8, ES ED 127, 10" LX200GPS, Astro-Tech 8" Newt, ETX-90
Polemaster, Orion ST-80 and SAG
Electrical Engineer, Retired


My best < Your worst - Why doesn't anything work?

 

I've had my iExos-100 for nearly 1.5 months and I've yet to taken any better photos than what I was doing by lying the camera on a picnic table and aiming it. Yes, it's that bad. 

1. I decided to get a Amazon Fire 8HD so that I don't have to keep switching programs from APT (because that is working SO well for me, Plate solving? ERROR) and ExploreStars. Guess what? Explorestars is useless on my tablet, works fine on my laptop. I've factory reset the tablet, updated it, used my mother-in-laws, transferred the database to every folder possible (zipped and unzipped, because I can), and so forth. I can move my mount, that's it. No database. No GoTo. Nothing. Ideas? Error is "Could not open database file: /storage/emulated/0/Android/data/com-blahblahblah

2. I'm assuming my polar alignment is causing my inability to take more than a 2.5 sec exposure without star trails? Even last night I had Polaris dead center in my polar alignment hole, couldn't track worth a crap. Set the speed from 1 to 100 going in increments of 5. Just....yeah....I did a better job manually adjusting the mount every couple photos. I don't expect dead nut accuracy but wow. 

3. 100+ photos last night with a Canon T3 and 75-300mm lens. This was the best I got. Can you sense my frustration? I've read articles, I've watched videos, I've swore more than a sailor with syphilis. Someone pops out their iPhone and takes a photo 10x better than this, or whatever that Chinese company is that begins with a H. 



Basically, I'm lost, frustrated, and just looking at anything related to the sky just makes my blood boil at this point. 


Re: Astrophotography Done with the iEXOS-100, EXOS 2, and G11 Post your Pictures and Details! Lets Show What These Mounts Can Do. #G11 #astrophotography #iEXOS-100 #EXOS2

Wes Mcdonald
 

Holy holy holy.  What a beauty.  Fantastic.  So deep, so clean, so sharp.  Simply fantastic.

Wes

--
Wes, Southport NC
PMC-8, ES ED 127, 10" LX200GPS, Astro-Tech 8" Newt, ETX-90
Polemaster, Orion ST-80 and SAG
Electrical Engineer, Retired


Re: How Do You Rate Explore Scientific? #ExploreScientific

Taro
 

No problem Jerry

We know you what doing for us.
We know ES what doing for us.

That is why we like you and ES.

Rating is just number, only number.
Not your mind, Not ES mind.

I cheers you and ES ,and follow you.

Clear sky!!




--
Living in  Pattaya Thailand
Scope: Celestron 6SE,WO Z61,WO RedCat51, SVBONY SV48
CCD: SONY Alfa7Sii,SONY QX1, PENTAX KP,ASI 178MC,ASI 120MC-S
          SAMSUNG SCB2000N
MOUNT: Celestron AVX,Celestorn SE+Wedge,iEXOS-100,SW Star Adventure
FILTER: HA,Oiii,OPTLONG L-PRO,OPTLONG L-eNhance, Etc
SubLens: 2" Flattener, 2" 2XBarlow, 2" F/0.5 Reducer, SCT F/0.63 Reducer
ETC: GPS,StarSence,iPolar


Re: Astrophotography Done with the iEXOS-100, EXOS 2, and G11 Post your Pictures and Details! Lets Show What These Mounts Can Do. #G11 #astrophotography #iEXOS-100 #EXOS2

Taro
 


Hi everyone.

Now I'm trying no guiding imaging.
No reason, Just try.
It's seems very beautiful telescope view ,no cables connecting outside scope or mount.

I am not interesting in how long time one shot no guide.
(I know more long exposure time make more good image result.)
I am interesting in how nice images I can get by no guide.

This is Horse head & Fire tree by iEXOS-100 No guiding with FL 360mm Scope
I think  this image is not bad under condition of no guide.

Clear skies!!

Horse Head & Fire Tree.

Place:Backyard East Pattaya Thailand (Bortle Class 6, Moon Phase 12.7%)

Date:2019/Nov/23 02:32

Telescope: WO Zenith Star 61 (61mm F/5.9)

ISO 3200

Expose:90 FramesX15Sec Total 22 Minutes Trimming

Mount:ES iEXOS-100 (No guide)

Camera: Sony Alpha 7Sii (Mod,APS-C Crop)

filter: Optlong L-eNhance

Shot By Taro Seki Astropical.uk





--
Living in  Pattaya Thailand
Scope: Celestron 6SE,WO Z61,WO RedCat51, SVBONY SV48
CCD: SONY Alfa7Sii,SONY QX1, PENTAX KP,ASI 178MC,ASI 120MC-S
          SAMSUNG SCB2000N
MOUNT: Celestron AVX,Celestorn SE+Wedge,iEXOS-100,SW Star Adventure
FILTER: HA,Oiii,OPTLONG L-PRO,OPTLONG L-eNhance, Etc
SubLens: 2" Flattener, 2" 2XBarlow, 2" F/0.5 Reducer, SCT F/0.63 Reducer
ETC: GPS,StarSence,iPolar


Re: Astrophotography Done with the iEXOS-100, EXOS 2, and G11 Post your Pictures and Details! Lets Show What These Mounts Can Do. #G11 #astrophotography #iEXOS-100 #EXOS2

Jim McKee
 
Edited

Horsehead Nebula and Flame Nebula.  20x240 sec. 4 darks.  Guiding was RA 1.4" and DEC was .6".  First shots with ASI071MC Camera

Link to revised photo
--
Scope:        Orion EON 115mm APO
Mounts
:      ES EXOS2-GT w/ PMC-8
Cameras:   ZWO ASI 071MC Pro, Canon 6D Mk 2, Canon 7D2,  EOS 60D Asto Modified
Lens:
          Canon EF 100-400mm f/4.5-5.6L IS II
Misc:          TELRAD, ZWO ASI120MM Guide Camera, Astromania 60mm Guidescope, Senso Sesto Focus Motor
Software:   EXPLORESTARS IOS & WIN, Stellarium. NINA,  APT, DSS, PixInsight, Photoshop CC
Computer:  Dell Latitude E5450, Windows 10


Re: How Do You Rate Explore Scientific? #ExploreScientific

Harry
 

Happy to participate!
--
Harry
Vero Beach, FL
Scopes: ES  ED80CF, ES AR102,  Meade ETX 90 EC (Deforked)
Mounts: ES iExos 100-PMC Eight, ExploreStars IPAD & Fire HD8, Explore FirstLight EXOS Nano
Nikon D600, D5500


Re: How Do You Rate Explore Scientific? #ExploreScientific

Chris Tardif
 

....and done.


--
Mounts: Explore Scientific IEXOS-100 w Celestron CG5 tripod, iOptron CEM 40
Scopes: Explore Scientific FCD-100 ED-102CF, Various Canon lenses, ZWO mini-guidescope, StarField 60mm guide-scope.
CameraASI120MM Mini (mono), Altair GPCAM 130
Control PC: Intel NUC
Loc: 44 -79


Re: Astrophotography Done with the iEXOS-100, EXOS 2, and G11 Post your Pictures and Details! Lets Show What These Mounts Can Do. #G11 #astrophotography #iEXOS-100 #EXOS2

asanmax@...
 

33x240sec @ ISO1600
Lens: 3M-5CA, 500mm F8
Canon T3i modded
CLS filter
Bortle 8


Re: How Do You Rate Explore Scientific? #ExploreScientific

Brent Phillips
 

just tried to leave a review for you, system is having issues and will not save the review, will try again in the morning.  You guys are great I hate seeing such a low rating. 


On Fri, Nov 22, 2019 at 7:09 PM Jerry Hubbell - Explore Scientific VP Engineering <jrh@...> wrote:

[Edited Message Follows]

One of the frustrating things about the telescope business is that the industry has to turn on a dime and support a great influx of customers when a significant astronomical event occurs. If you can imagine ramping up a sales rate from several thousand customers to millions of customers in a few short months, then you can understand the problem. Explore Scientific ran into this issue in 2017 when early in the year we decided to support the upcoming Great American Eclipse in August 2017 by selling eclipse glasses.

We ramped up production of our eclipse glasses that were shipped to our headquarters and we enlisted a large team of local volunteers to help package the hundreds of thousands of orders up until the last day before the eclipse. We bought and sold 4 million eclipse glasses if you can imagine. As you can expect, we fell behind as our ordering system buckled under the sheer number of orders. The problem became very acute in the last 2 weeks of the sales as we couldn't keep up with our sales numbers and we basically oversold the number of glasses we had and could ship on time. 

You can imagine customers that ordered online the last couple of weeks when we thought we had glasses left to sell and we found the last week that we had actually oversold and we had no more glasses. The customers became pretty upset and there were hundreds that let us know via our customer support lines, Facebook, and our website. There were a lot of customers that contacted the Better Business Bureau in Arkansas and 19 filed reports against us. This was a low point in our business as our intention was to satisfy all our customers but it wasn't to be. What was even worse is that we had hundreds of customers cancel their order even though their order had been shipped the week before, and they received it in the days after the eclipse.

After the Better Business Bureau contacted us we explained the situation and what we were doing to try to make it right. We made a full-court press to contact all our customers who were negatively affected and spared no expense to try and correct it. After a few months, the BBB saw how we responded and posted a message from president Scott Roberts and decided that although we failed those last few customers we also made a huge effort to make it right and awarded Explore Scientific the Torch Award for Ethics.
https://astronomytechnologytoday.com/2018/09/10/16806/

This was a very pleasant surprise and helped us to shake off the experience a little easier knowing that we did our best to make things right.

Unfortunately, our reviews on the BBB website
https://www.bbb.org/us/ar/springdale/profile/scientific-instruments/explore-scientific-llc-0935-90339490#bbbseal

are very negative and we currently have 1.5 stars out of 5 as a business.  I come to you, our PMC-Eight customers to ask you a favor to go to the BBB website and submit your own opinion of our company and how we do business. The current rating is based on the experience customers had in August 2017. We would like to see more current opinions on the BBB website. You can also see Scott's message on the BBB page linked above.

If you decide to place your opinion of our company on the BBB website, we would be very grateful and thank you for your time.

Jerry Hubbell
Vice President of Engineering

Explore Scientific, LLC.
jrh at explorescientific.com

www.explorescientificusa.com
1010 S. 48th Street
Springdale, AR 72762
1-866-252-3811

Author: Scientific Astrophotography: How Amateurs Can Generate and Use Professional Imaging Data
             Remote Observatories for Amateur Astronomers: Using High-Powered Telescopes From Home


Mark Slade Remote Observatory (MSRO) IAU MPC W54 Equipment
Wilderness, VA
Mounts
: ES PMC-Eight G11 + Telescope Drive Master (TDM)
Scopes: ES 165 FPL-53 ED APO CF, ES 102 FCD100 ED APO CF
Cameras:  QHY174M-GPS + FW, QHY163C
Misc: 3-inch 0.7x Focal Reducer Field Flattener, Filters: Luminance,
Red, V-band Photometric, Diffuser, 200 lpmm Spectral Grating

Software: MaxIm DL 6, Cartes du Ciel, Astrometrica, AstroImageJ, AutoStakkert!



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SEMPER FI
Brent Phillips
(C) 623-221-9373


How Do You Rate Explore Scientific? #ExploreScientific

Jerry Hubbell - Explore Scientific VP Engineering
 
Edited

One of the frustrating things about the telescope business is that the industry has to turn on a dime and support a great influx of customers when a significant astronomical event occurs. If you can imagine ramping up a sales rate from several thousand customers to millions of customers in a few short months, then you can understand the problem. Explore Scientific ran into this issue in 2017 when early in the year we decided to support the upcoming Great American Eclipse in August 2017 by selling eclipse glasses.

We ramped up production of our eclipse glasses that were shipped to our headquarters and we enlisted a large team of local volunteers to help package the hundreds of thousands of orders up until the last day before the eclipse. We bought and sold 4 million eclipse glasses if you can imagine. As you can expect, we fell behind as our ordering system buckled under the sheer number of orders. The problem became very acute in the last 2 weeks of the sales as we couldn't keep up with our sales numbers and we basically oversold the number of glasses we had and could ship on time. 

You can imagine customers that ordered online the last couple of weeks when we thought we had glasses left to sell and we found the last week that we had actually oversold and we had no more glasses. The customers became pretty upset and there were hundreds that let us know via our customer support lines, Facebook, and our website. There were a lot of customers that contacted the Better Business Bureau in Arkansas and 19 filed reports against us. This was a low point in our business as our intention was to satisfy all our customers but it wasn't to be. What was even worse is that we had hundreds of customers cancel their order even though their order had been shipped the week before, and they received it in the days after the eclipse.

After the Better Business Bureau contacted us we explained the situation and what we were doing to try to make it right. We made a full-court press to contact all our customers who were negatively affected and spared no expense to try and correct it. After a few months, the BBB saw how we responded and posted a message from president Scott Roberts and decided that although we failed those last few customers we also made a huge effort to make it right and awarded Explore Scientific the Torch Award for Ethics.
https://astronomytechnologytoday.com/2018/09/10/16806/

This was a very pleasant surprise and helped us to shake off the experience a little easier knowing that we did our best to make things right.

Unfortunately, our reviews on the BBB website
https://www.bbb.org/us/ar/springdale/profile/scientific-instruments/explore-scientific-llc-0935-90339490#bbbseal

are very negative and we currently have 1.5 stars out of 5 as a business.  I come to you, our PMC-Eight customers to ask you a favor to go to the BBB website and submit your own opinion of our company and how we do business. The current rating is based on the experience customers had in August 2017. We would like to see more current opinions on the BBB website. You can also see Scott's message on the BBB page linked above.

If you decide to place your opinion of our company on the BBB website, we would be very grateful and thank you for your time.

Jerry Hubbell
Vice President of Engineering

Explore Scientific, LLC.
jrh at explorescientific.com

www.explorescientificusa.com
1010 S. 48th Street
Springdale, AR 72762
1-866-252-3811

Author: Scientific Astrophotography: How Amateurs Can Generate and Use Professional Imaging Data
             Remote Observatories for Amateur Astronomers: Using High-Powered Telescopes From Home


Mark Slade Remote Observatory (MSRO) IAU MPC W54 Equipment
Wilderness, VA
Mounts
: ES PMC-Eight G11 + Telescope Drive Master (TDM)
Scopes: ES 165 FPL-53 ED APO CF, ES 102 FCD100 ED APO CF
Cameras:  QHY174M-GPS + FW, QHY163C
Misc: 3-inch 0.7x Focal Reducer Field Flattener, Filters: Luminance,
Red, V-band Photometric, Diffuser, 200 lpmm Spectral Grating

Software: MaxIm DL 6, Cartes du Ciel, Astrometrica, AstroImageJ, AutoStakkert!