Halcyon & Santi's policy: we perform drysuit repairs "even without prior approval"

[Effervescent]

It's not like email and phones don't exist. I can understand a minor thing, but $400 is ridiculous...

Maybe the lock the technicians in a room with a cell jammer on the weekends because they are so behind on their repairs

 

[Stoo]

Maybe the lock the technicians in a room with a cell jammer on the weekends because they are so behind on their repairs

That would make sense actually...

I suppose if this doesn't get resolved, you could resort to Small Claims Court. I think you would have to file in FL though, and since you live in NY, it likely isn't worth the grief.

You may be surprised at a change of response after this thread is around a while. The Halcyon guy (who I really like and has been quite helpful on some stuff) was made aware of a thread where I was whining and complaining about how I was always getting wet and how my neck ring came unstuck. Suddenly, it was ok to send it in to get it all fixed up...

 

[KevinNM]

Last I knew, Guy Shockey is the Halcyon sales director and is on scuba board from time to time. GShockey

 

[Stoo]

Last I knew, Guy Shockey is the Halcyon sales director and is on scuba board from time to time. GShockey

Guy is the guy I have been dealing with... very helpful. I thought he was the Canadian rep, but perhaps he's "more"!

 

[stuartv]

Yes, the unauthorized zipper repair was $400 by itself. I asked them to break this cost out separately to be able to dispute the charge.

This is why I am disputing the charge with my credit card company now. Halcyon could alternatively send me a new bill without the zipper and we can drop the dispute on the old charges but they haven't done so.

I gotcha now. The earlier statement had me thinking you paid two separate charges and they should just refund the one. You just meant that you got it itemized out, so you knew how much each thing cost. But they still just did one charge for the total on your card. Got it.

My experience with credit card companies has generally been very good in getting bad charges taken off. Hopefully, you will have similarly good luck! Heck, I hope you are disputing the entire charge. Dispute part because it was not discussed and the other part because it was discussed and they told you it was be a no-charge warranty repair. You only gave them your credit card info and approved a charge for the return shipping.

 

[Effervescent]

I gotcha now. The earlier statement had me thinking you paid two separate charges and they should just refund the one. You just meant that you got it itemized out, so you knew how much each thing cost. But they still just did one charge for the total on your card. Got it.

My experience with credit card companies has generally been very good in getting bad charges taken off. Hopefully, you will have similarly good luck! Heck, I hope you are disputing the entire charge. Dispute part because it was not discussed and the other part because it was discussed and they told you it was be a no-charge warranty repair. You only gave them your credit card info and approved a charge for the return shipping.

Thanks -- I did approve the boot repair after they told me that it was no longer being covered by warranty so I am still going to pay this portion even though I disagree with how the whole ordeal went down. I did learn a valuable lesson of either recording these calls or have everything in writing going forward.

 

[kelemvor]

Be careful there. In Florida you must notify the other party as soon as you start recording. It's a felony criminal offense to record a telephone call without notifying the other party. You should do it right after you start the recorder, so it's part of the recording.

 

[Effervescent]

Be careful there. In Florida you must notify the other party as soon as you start recording. It's a felony criminal offense to record a telephone call without notifying the other party. You should do it right after you start the recorder, so it's part of the recording.

Thanks, that's great to know. I find it pretty disheartening that I now have to resort to these lengths in order to ensure that diving companies live up to their commitments.

 

[Rainer]

Thanks, that's great to know. I find it pretty disheartening that I now have to resort to these lengths in order to ensure that diving companies live up to their commitments.

Did Halcyon actually deny that they'd told you over the phone that the boots would be covered under warranty? Obviously anyone would be (rightfully) annoyed if told twice (by phone) that the boot repair would be covered, only for the suit to be sent and then find out it isn't. At that point, was this a case of "oops" on Halcyon's part (i.e. they honorably believed the repair would be warrantied, but then found out later from SANTI that it would not) or did the suit arrive and Halcyon just told you "we never said it would be warrantied"? Assuming they accepted fault for misleading you (intentionally or not), was there any offer to make it up to you (reduced cost, quick turn around, etc)?

 

[stuartv]

Be careful there. In Florida you must notify the other party as soon as you start recording. It's a felony criminal offense to record a telephone call without notifying the other party. You should do it right after you start the recorder, so it's part of the recording.

The OP's profile says she's in NY? I know you're right about FL. I also know that you do NOT have to notify the other party if you're in VA and recording a call. It varies by state. So, if the OP is in NY, she should check NY state law about that.