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At Orion we’re proud to be here for you after you’ve made your purchase to provide on-going support. Our Orion Product Support includes online availability of instruction manuals, how-to videos, helpful articles, product specifications, software and firmware downloads, Live Chat and free telephone technical support.
The easiest way to find product support content is to enter the product item number or name in the "Search Community" field above. All content specific to that product will be returned including a product specific support page.
If you are unable to find the instruction manual or addendum you need for your older Orion product by using our community search feature or browsing through our main product support categories, try finding the sku or name of your product on this list.
Over the years, Orion management and customer service gets asked about this policy a few times per year and we thought our customers might be interested in a more detailed explanation of this longstanding policy.
This policy has been reviewed multiple times over the last 20+ years and Orion management has always come to the same conclusion. Let us explain.
Currently, Orion provides a warranty on new products to the original purchaser. This warranty is not transferable.
Under the warranty, Orion will fix or replace the product at our discretion. After the warranty expires, Orion makes best effort to assist the original purchaser if they have a problem, including selling them parts if we have them available. We do not, however, sell parts for units purchased in the secondary market (not original purchaser).
Warranty support is part of the new product purchase benefits.
Why do we do this?
We want to provide the best service to customers who order from us or one of our authorized dealers, and while we see the appeal to a hobbyist to purchase a telescope or other product in the secondary market and refurbish it — facilitating that is just not the business we are in.
As a small business, we have chosen to focus our time and energy on offering new telescopes, binoculars, microscopes, and related accessories to our customers, and providing excellent customer care. And not focus on being in the "parts business."
Moreover, the parts are not readily available nor cost efficient to acquire. Today, when we place a purchase order with a supplier, they ship us the precise number of units ordered, ex. 200 or 1,000. To control their own costs, they do not manufacture and/or order extra sub parts from their sub-contractor or produce extra from their own parts that they manufacture. They manufacture to the exact count in order to maximize their own efficiencies and profit. This is how the supply chains have developed over many years. Moreover, we can't order "extra parts" because ordering sub parts is not available in most cases, and the forecasting and inventory management exercise would drive us out-of-business. Thus, the "parts" don't really exist.
With that said, we do our best to have the parts that support the original purchaser even after the warranty expires, and we have gone to the extent of removing parts from a new unit to provide this level of support — but this is an expensive proposition and it does not make sense for us to do that in the secondary market.
We acknowledge that some of our competitors are able to offer a different policy than we can, and in some cases, offer them to whoever asks first, irrespective of whether or not they were the original purchaser — and thus potentially leaving their original purchasers with no ability to obtain parts. In other cases, the competitor is owned by the factory supplying the product and thus enjoys a "home field" advantage not available to Orion, the last major independent US telescope brand.
Finally, in the last 12+ years, no Orion customer who purchased a new product has ever voiced an interest in paying a premium over the posted retail price in order to have the ability to "transfer their parts rights."