Horrible Customer Service Experience

[cool_hardware52]

I tend towards DIY whenever possible. That means I look for designs that are more accommodating of user repairs. I would be hesitant to buy a bladdered wing that did not permit user access even if the zipper is an added failure point. Duct tape really can do a good job for a temporary repair especially in warm water with no neoprene where the wing may get very little actual use. I cracked the plastic shoulder dump on a Coz trip once (rig took a tumble during the boat ride) and it really was not a problem until the rig had to be removed and handed up at the surface. That took a little extra attention and care. T-nut has been added to my save-a-dive kit.

The wing in question in this thread *has* a zipper as do many DSS wings. The reality is zipper or no zipper the vast majority of damaged wings are not and should not be repaired in the field.

Most divers don't have the required tools or skills to replace a bladder, and most DSS customers recognize that having a factory installation and test of the entire wing assembly included in the cost of a bladder is good value.

Tobin

 

[Buoyant1]

The wing in question in this thread *has* a zipper as do many DSS wings. The reality is zipper or no zipper the vast majority of damaged wings are not and should not be repaired in the field.

Most divers don't have the required tools or skills to replace a bladder, and most DSS customers recognize that having a factory installation and test of the entire wing assembly included in the cost of a bladder is good value.

Tobin

But you didn't hand deliver it, kiss his butt:kiss2::mooner:, and offer to buy him lunch and a few cold ones!


Personally, I see no customer service issues...stuff breaks, it needs fixed, parts and labor cost! Service provided!

 

[paulw]

Ok I have been reading this and know better than to say anything but here is my .02 of how it should have gone down....
A.Customer has issue and posts on a well read board he thought he was treated poorly (his perception IS his reality)
B.The MFG rep (who knows how to contact the customer) calls the upset customer and finds an amicable (maybe not free) way to solve the issue along with possible ways to not have the issue repeated.
C. The customer re-posts that the issue a non-issue and the problem is solved.
I don't see fault with the OP and also understand the MFG but to me the MFG arguing on a public forum just isn't good business, you may win the battle but could lose the war and there was just was no reason to have an open battle. I think a personal call from the MFG to the OP would have gone miles in solving the op's issue. JMHO

 

[ScubaSteve]

Ok I have been reading this and know better than to say anything but here is my .02 of how it should have gone down....
A.Customer has issue and posts on a well read board he thought he was treated poorly (his perception IS his reality)
B.The MFG rep (who knows how to contact the customer) calls the upset customer and finds an amicable (maybe not free) way to solve the issue along with possible ways to not have the issue repeated.
C. The customer re-posts that the issue a non-issue and the problem is solved.
I don't see fault with the OP and also understand the MFG but to me the MFG arguing on a public forum just isn't good business, you may win the battle but could lose the war and there was just was no reason to have an open battle. I think a personal call from the MFG to the OP would have gone miles in solving the op's issue. JMHO

Problem is the issue has passed by. The OP did not come on here until after the final fix had been done and paid for (or is my understanding at least). Also, you are making the incorrect assumption that the OP would have considered any settlement amicable unless it was completely free. To call a spade a spade, $50 is damn cheap. If that was not good enough then I doubt $25 would have either (but then only the OP knows that for sure).

 

[BigBubbaJ]

Well, I suppose the case has been aired and both Tobin/DSS and the OP have been equally smoted. Or is it smited? Either way you know what I mean.

 

[paulw]

Problem is the issue has passed by. The OP did not come on here until after the final fix had been done and paid for (or is my understanding at least). Also, you are making the incorrect assumption that the OP would have considered any settlement amicable unless it was completely free. To call a spade a spade, $50 is damn cheap. If that was not good enough then I doubt $25 would have either (but then only the OP knows that for sure).

You could be correct but since it didn't happen we will never know if my assumption was incorrect or not. I believe that two adult's can come to an amicable solution if they try although I do agree some people are just to childish to try.
My main point was that in my opinion the MFG didn't do himself any favors by having an open ongoing war of words with a customer. I agree with you about a spade being a spade and I would not have handled it the same way as the OP but the statement could be turned around and said to DSS $50 is damn cheap to keep a customer happy and coming back. No matter how it is looked at or stated this was a no win for both sides.

 

[iztok]

No matter how it is looked at or stated this was a no win for both sides.

I disagree. I liked Tobin's answers.

 

[redacted]

You could be correct but since it didn't happen we will never know if my assumption was incorrect or not. I believe that two adult's can come to an amicable solution if they try although I do agree some people are just to childish to try.
My main point was that in my opinion the MFG didn't do himself any favors by having an open ongoing war of words with a customer. I agree with you about a spade being a spade and I would not have handled it the same way as the OP but the statement could be turned around and said to DSS $50 is damn cheap to keep a customer happy and coming back. No matter how it is looked at or stated this was a no win for both sides.

I think the OP really believes he was dealing with manufacturer defects and it is quite clear that Tobin and most other posters do not see these incidents as such.

 

[Rainer]

It's important, especially for the manufacturer, to see the issue from the OP's perspective, regardless of how one feels about the situation. The OP states he's been using wings for over a decade (he's GUE Cave 2 since 2001, so hardly someone unfamiliar with such gear) and had his first bladder failure earlier this year. He sends his wing in and pays the $50 replacement cost (plus shipping both ways). He gets it back and before he does even one dive on it, he notices another bladder failure (which he's asked to pay *another* $50+shipping to fix). Sure, it's certainly possible (and even probable) that this is just a case of really bad luck. The OP went several hundred dives without any wing/bladder issues, but had bladder failures back to back. Is it possible Tobin missed something when he shipped the wing back or the bladder was damaged in shipping? Of course; mistakes happen. Is it likely that the OP just suffered bad luck (either at his own hand or from less than ideal packing) with his back to back failures? Of course; mistakes happen. I can sympathize with the frustration of being asked to spend $100+shipping to get a wing fixed (especially when the last "fix" didn't even last one dive), but if the manufacturer truly believes he's done all he could the first time around (at an expense likely at least at what was charged), his frustration at being called out is also understandable.

The OP is probably just best off moving to a different brand. It seems his view of the relationship here is irreparably harmed.

I think the OP really believes he was dealing with manufacturer defects and it is quite clear that Tobin and most other posters do not see these incidents as such.

 

[Tortuga68]

Well I'm glad we got that sorted out