Pulsar Helion XQ38 - Starting to get niggling problems

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BigPat

BigPat

Well-Known Member
In Memoriam
I have a Pulsar Helion XQ38 that I bought about 18 months ago. Actually the first one I had was faulty due to the internal shutter sticking closed and it went back to Pulsar a day after I received it. So a new one arrived and It has been great up until the past couple of months.

But a couple of months ago another internal shutter problem started on a very infrequent basis. I would find that after a refresh the shutter would stay closed so all I could see was a grey screen. It didn’t happen often and to correct it I just have to force a refresh by pushing the power button. Trouble is that it is now quite a frequent problem and happens every time I go out. Plus I am also getting what looks like a marker/pen line across the screen that seems to appear every now and then and which again I have to force a refresh to make it go away. It literally looks like someone has scribbled across the Lense and even after forcing a refresh I can still see where it was...bit like ghosting.

Is there anyone having similar problems or has anyone seen or know about this being a known problem?

Cheers

PatG
 
My XQ38 is just 30 months old and it’s done both of those things, several times and particularly when it’s first switched on, every time I use it (7 days a week). The other annoying thing with mine is I have a block of around 4 pixels at around 10 o’clock that don‘t work properly and can’t be repaired using the pixel repair feature. The ‘dodgy‘ pixels create artefacts when I’m scanning making me think I’ve seen a glimpse of something. However none of these issues have got any worse so I just put up with them. I
I have considered sending the unit to TJ’s to get it sorted under warranty but, as it’s always done it and it’s not getting worse, I’m a little worried that, if I do send it to TJ’s, it’ll come back worse.
‘Have others had a good experience when sending their Helions to TJ’s?
N
 
The problem is that TJ’s are not accepting any returns at the moment due to the fact they have furlowed virtually the whole company. Apparently they only have 4 people in the office rather than the usual 26. So no one to process returns and no one to make repairs.

I spoke to a really nice lady earlier today and she suggested emailing them to register the problem (so there is no question of when it happened) and then when they can deal with the return they will be in touch. The email address is:

support@thomasjacks.co.uk
 
Log the problem with Thomas jacks by email. Tag it with a delivery receipt and a read receipt so there is no dispute at a letter stage.
if there is something wrong it is not likely to magically get better so get it fixed as soon as you ca;.
 
BigPat said:
I have a Pulsar Helion XQ38 that I bought about 18 months ago. Actually the first one I had was faulty due to the internal shutter sticking closed and it went back to Pulsar a day after I received it. So a new one arrived and It has been great up until the past couple of months.

But a couple of months ago another internal shutter problem started on a very infrequent basis. I would find that after a refresh the shutter would stay closed so all I could see was a grey screen. It didn’t happen often and to correct it I just have to force a refresh by pushing the power button. Trouble is that it is now quite a frequent problem and happens every time I go out. Plus I am also getting what looks like a marker/pen line across the screen that seems to appear every now and then and which again I have to force a refresh to make it go away. It literally looks like someone has scribbled across the Lense and even after forcing a refresh I can still see where it was...bit like ghosting.

Is there anyone having similar problems or has anyone seen or know about this being a known problem?

Cheers

PatG
Click to expand...
I had this about 2 years ago with mine which was one of the first ones in this country so it must at least 4/5 years old. Firstly In took mine off auto calibration and onto seminary’s auto calibration which means that you decide when to refresh the screen by pressing (on mine) the next button after the on/off. As the image gets a little grainy then you refresh, this is more so when the unit is first powered up.
Secondly buy one not those cans of pressurised air of eBay, take the lens off (its screws off real easy) and being very careful, I mean very careful give the shutter a blow as you operate the shutter, it may have some dust in.
Now this worked for me and very occasionally I get the problem again but it tends to happen when its really cold and I take the lens off and give it a gentle blow by mouth and its fixed.
I think the shutter is not up to the job over time and so the less you use the shutter the less likely you are to have shutter jam. It works for me and I use the unit 4/5 times a week for both night work and stalking.

PS Im not sure how long the guarantee last for but if its still in guarantee then I would send it back but that would not be an option right now.

bryn
 
I get the occasional sticky shutter on mine, how long is the guarante on a helion ? , Bet I’ve had mine over two years
 
BigPat said:
The problem is that TJ’s are not accepting any returns at the moment due to the fact they have furlowed virtually the whole company. Apparently they only have 4 people in the office rather than the usual 26. So no one to process returns and no one to make repairs.

I spoke to a really nice lady earlier today and she suggested emailing them to register the problem (so there is no question of when it happened) and then when they can deal with the return they will be in touch. The email address is:

support@thomasjacks.co.uk
Click to expand...

So I thought I would update...

I sent the email explaining the problems and asking for advice to ThomasJacks 10 days ago but unfortunately I have not had any reply or even an acknowledgement. TBH, I'm a bit disappointed. I totally understand that they have furloughed a lot of staff but I thought the idea of furloughing was to protect jobs that would otherwise be lost due to lack of work. There clearly isn't a lack of work as they haven't had time to acknowledge my email (well other than an auto-reply) and I assume they are still running the sales function. But, I guess I'm not in their shoes so maybe things are bad for them.
 
Check your spam folder - I did the same and thought they hadn’t bothered to reply, only to find not one but two responses sitting in there.
 
Orion said:
End of first week in April, so well into lockdown.
Click to expand...

Well I have written to them (email) on the 16th April and again on the 10th May....Still no reply.

I would understand if they had stopped all operations but that doesn't seem to be the case as they are apparently still sending stock to shops and the marketing engine is still operating at full tilt.

It feels like TJ's have basically used our tax money to furlough all of the service and aftercare staff so there is no customer service but kept the sales going.

Is it me or wasn't the furlough scheme supposed to protect the jobs of those who have no work as a result Covid19? There certainly doesn't seem to be any shortage of work for the service team so why have they furloughed them?
 
Does it have the latest software uploaded? If not could you try uploading it see if makes any improvement to image..but might not help the shutter issue
 
I have a Pulsar XD 38 S. Purchased four years ago (April). It developed an 'issue' during the week prior to 'lock-down'. I rang TJ's and explained the problem. It was indicated over the phone it sounded like the 'shutter-motor' becoming 'lazy'. I was asked to return it, which I did the following day. It was explained over the phone that staffing was low due to the Corona Virus pandemic and it may take a while longer than normal to repair, especially if they were unable to effect this 'in house'.
As it transpired, it was a faulty 'shutter-motor' and they could replace this themselves. I had my unit back within 3 weeks ! In addition, I had a new eye-cup fitted, new front lense, new front lense cap, a clean and service to-boot ! I can't comment on others experiences, but I thought that was good service.
Kind Regards,
'Camodog'.
 
camodog said:
I have a Pulsar XD 38 S. Purchased four years ago (April). It developed an 'issue' during the week prior to 'lock-down'. I rang TJ's and explained the problem. It was indicated over the phone it sounded like the 'shutter-motor' becoming 'lazy'. I was asked to return it, which I did the following day. It was explained over the phone that staffing was low due to the Corona Virus pandemic and it may take a while longer than normal to repair, especially if they were unable to effect this 'in house'.
As it transpired, it was a faulty 'shutter-motor' and they could replace this themselves. I had my unit back within 3 weeks ! In addition, I had a new eye-cup fitted, new front lense, new front lense cap, a clean and service to-boot ! I can't comment on others experiences, but I thought that was good service.
Kind Regards,
'Camodog'.
Click to expand...

As I mentioned in my first post, I have always had great service from TJ's and the phone call I had with them was positive and the lady I spoke with was really helpful.

I just cant understand why I am not even getting a call back or an email to explain next steps...or in fact anything other than an auto reply. My email to them was polite and not at all rude or demanding so it is a mystery why they are choosing not to communicate with me? I find it both out of character and disappointing but maybe things are bad for them at the moment.
 
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