james holdsworth
Consulting Biologist
I’ve put this off for months but finally have had enough. Just for background, Gentec Canada is the contracted service provider for Zeiss in Canada. Although they do not do major service they do they do simple repairs and parts replacement.
I have had to replace my conquest HD eyecups twice now, as they literally fall apart after several years of use. The first two times Gentec did get me eyecups upon request, although it took months in both cases. This time I have been waiting nearly a year and have followed up numerous times with both emails and phone calls. Emails have been replied back as a completed ticket, which of course is incorrect. This is happened three times. I have had phone conversations with someone in service who reassured me that parts were on order and will be shipped out shortly. This was months ago and attempts to make further contact now seem to be ignored. It must be said that some of my most recent emails have been strongly worded and quite critical of the response Gentec has provided so far.
Now I’m in a situation where I don’t really have any recourse and venting here was my last resort. Considering how simple my request is… They literally only have to ship the completed eye cup to be screwed in, I don’t understand the apathy.
I have had to replace my conquest HD eyecups twice now, as they literally fall apart after several years of use. The first two times Gentec did get me eyecups upon request, although it took months in both cases. This time I have been waiting nearly a year and have followed up numerous times with both emails and phone calls. Emails have been replied back as a completed ticket, which of course is incorrect. This is happened three times. I have had phone conversations with someone in service who reassured me that parts were on order and will be shipped out shortly. This was months ago and attempts to make further contact now seem to be ignored. It must be said that some of my most recent emails have been strongly worded and quite critical of the response Gentec has provided so far.
Now I’m in a situation where I don’t really have any recourse and venting here was my last resort. Considering how simple my request is… They literally only have to ship the completed eye cup to be screwed in, I don’t understand the apathy.