We love Canadians and all Customers.
This is one of those cases where no one wins because of poor communication. I hope that this may clear things up.
At Tech Diving Limited, we service customers from all over the world. That includes Canada. Im from New York but live in Arizona (do that math for politics). We appreciate all of our international customers and provide them quality service. The challenges we face with Canadians are typically with shipping. Even though Canada is just across the border Canada imposes import taxes on products coming into their country. Some customers ask us to eat that, sorry but your countries taxes are not my issue. Just as when I import from other parts of the world, I pay import taxes here as well. Its part of doing business.
When we purchase from a manufacturer for our inventory it can sit on my self for a day or a year, the warranty is for the consumer. Once it leaves my door and ends up in the consumers hands, the warranty time starts. Most products from manufacturers have a 1 year warranty period. There is some fudge factor, that in my experience is around three additional months, but that is not fact it is experience. However the warranty ends whether or not the product is used. This is why is it critical that whenever you purchase a product that you check it out when you get it. IF there is a problem, it comes back to us for replacement or refund within 30 days. After that, we will facilitate handling warranty issues within the scope of the manufacturers terms. If its within the window I indicated above, I will go out of my way to push a manufacturer. If it is far out of the warranty period, we may make some accommodation for a customer to purchase an item at a discounted price.
In this particular case, the OP purchased an item on a Black Friday Sale in 2010. Screaming deal $47.50 USD each. Not bad. End of September 2013 we get an email about the item.
Just noticed a disconcerting issue with one of my HOG spgs (the one on the right in the attachment).
Is there any way that you can help me out with this? I understand these were purchased a while ago (see order confirmation), but it's a little unusual, and I kinda depend on gauges being accurate.
Appreciate your attention.
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This is 37 months after purchase.
We replied to the OP indicating that it was three years old more than 2 years out of warranty and that we would be happy to let him purchase a new one at our cost, something in the area of $41.00
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OP Replies a few days later as follows.
Scott, let's go ahead and replace the gauge. Send me ordering details and I'll return the credit card and shipping info. I'll get you to send it to a U.S address in Michigan.
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One Day Later we receive a message from the OP that says the following:
Scott:
After discussions with a couple of tech buddies, I've decided against replacing my malfunctioning HOG pressure gauge with another unit.
Consensus was that gauges shouldn't fail like this, especially considering this was their first season of use. They expressed disappointment at the lack of support for a critical piece of safety gear (whether by the manufacturer or the vendor), and advised I choose another brand and supplier.
Sorry for bothering you, I appreciate your time on this.
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At this point, our file is closed. It is apparent this client is not satisfied with what we believed to be a very reasonable solution.
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Now it gets better
Mid January 2014 I get contacted by CR at HOG
. (forty-one months after purchase) which says
..
Chris:
Below is the original communication with the reseller with order information that should establish how old the gauges are. I bought them because they were a great promotional price, and they never saw service until last year.
PSI at outset was a legitimate 3000 psi in aluminum, filled by Scuba Playas supplier in Yucatan. Definitely NOT Florida!
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CR at HOG conferences with me to confirm purchase date, and if the photo is the same that was provided to us. This item was not used ONCE . This item was used for an entire season. I dont know if this is one dive or 100 dives, or 300 dives. If its a working pro, it could have seen significant use in a commercial environment for all I know. In any event in is forty one months since purchased and 29 months out of warranty.
My cell phone goes out of warranty, I buy a new one. My laptop goes out of warranty, I buy a new one. My television goes out of warranty, I buy a new one.
I believe my offer to replace the gauge at my cost (September) was fair and quite generous. Here is where this becomes sticky. Customers use of the internet in this way damages how manufacturers will handle warranty issues moving forward. The time and effort that has gone into this ONE particular item is staggering. Combined within my company and within HOG we must have invested close to 8 hours on this. Not to mention all the web posts on it. I predict that with approaches like this one companies will re-evaluate their warranty policies and establish shorter out of the gate warranties and have consumers purchase extended warranty programs moving forward. I am not saying this will happen tomorrow, but it is already happening at Walmart and Staples, and every cell phone company, as well as other products.
So here is what I am gonna do. And its only because its important that you be happy and that both Tech Diving Limited and HOG/EDGE continue to retain good customer relations. I am going to EXTEND my original offer to the OP. Its good for 5 days and 5 days only. You can purchase TWO (2) exact replacements for $41.00 each, plus shipping. Email us the info and we will process it. The new Gauges will have 1 year limited warranty out of the box. We will NOT offer this replacement again in the future.
Fair enough?
Email all info to me at
joel@techdivinglimited.com and I will take care of it.
Thanks for your continued support of Tech Diving Limited