defective strobe reimbursement?

[NormL]

Will Ikelite reimburse me postage for the returning of a defective strobe for repair or replacement? I purchased a DSA 160 strobe in April of this year and, after modification by ikelite, on the first dive with it to check-out how the strobe feels, it shorts out and a hole is burnt thru the casing.

 

[BrettF]

Ikelite is always ready and willing to help any of our customers, but it is company policy that we do not cover shipping costs of items to Ikelite.

Regards,

 

[ScubaSteve]

Will Ikelite reimburse me postage for the returning of a defective strobe for repair or replacement? I purchased a DSA 160 strobe in April of this year and, after modification by ikelite, on the first dive with it to check-out how the strobe feels, it shorts out and a hole is burnt thru the casing.

Is there any way of dealing with the issue with a local IKE distributor? You may reduce or eliminate shipping costs. It alsoi may not work out that way but I would not do anything until trying it just in case.

 

[NormL]

I can understand Ikelite's position, BUT this is a new strobe that was modified by Ikelite after purchase with a "defective transformer, which sorted out the oscillator" (causing the strobe head to flood). So I've paid for 2 mailings of the same strobe plus incidentals to Ikelite within a 21 day time frame. I'm only asking for postage for 1 mailing.

 

[ScubaSteve]

I would probably agree but would call Ikelite and nicely keep going higher.....then if they still refused I would let them know I was going public. Give them the chance to correct it AND save "policy face".

I have never heard anything baf about Ikelite so there must be a reason.

Good luck.

I can understand Ikelite's position, BUT this is a new strobe that was modified by Ikelite after purchase with a "defective transformer, which sorted out the oscillator" (causing the strobe head to flood). So I've paid for 2 mailings of the same strobe plus incidentals to Ikelite within a 21 day time frame. I'm only asking for postage for 1 mailing.

 

[HerraduraDivers]

I would like to clarify that i love my Ikelite housing and my DS-125 strobe, no question about design or quality!

I bought in December 2008 one DS-125 strobe (together with my Ikelite D90 housing, ports) at Adorama and brought it down to Costa Rica in a padded Pelicase as cabin luggage. 3 months later finally i got the chance to use it, photographing floating boat hulls in the local Marina for a insurance (not really what i like to do...).
Guess what, strobe is not working....
Had to ship it back to Ikelite by courier, they fixed under warranty the defective strobe bulb and sent it back to Florida where i had to pay shipping to Roathan where i was in holidays. Shipping and insurance by courier cost me about 250$...

People are talking well of Ikelite because the have a "great" customer service. Well, they are rather quick in repairs and communication what IS a "great" customer service, but their policy that the customer has to pay shipping is not wat i understand in a "good" customer service.
For this reason i have some difficulties to buy another Ikelite product as i am not living in the USA where i could ship it in a economic way in case of problems.
A similar story is the change from 2 to 4 latches for the ports. Sweeeeet, Ikelite is modifying the housings for free, thats "good" customer service, unfortunatly non-american resident Ikelite owners have to pay for shipping between 100 to several hundered dollars and may have to hassle around with the local customs to not pay import duties twice (very likely here).

Ikelite should think about some repair centers distributed at least on all continents to provide a "better" customer service to their international customers.

Chris

 

[BrettF]

There can certainly be exceptions to our policy based on an individual's situation or particular issue. NormL: Since I don't know the specifics of your case, I would encourage sending a cover letter with your explanation or reason for the "special request", along with your defective strobe (unless already repaired), to Ikelite Repair. We will then evaluate and respond in a timely manner.

Regards,

 

[NormL]

Thank you.
There is already a letter on file with the repair department in regards to the defective strobe returned for repair or replacement on June 2nd. If you need further information other than what I have already sent please PM me.