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

[kombiguy]

Yes. Almost exactly. And then the shop says, never mind paying us for the engine, have a nice day.

Isn't it a bit like taking your car in to get new tires and having the shop replace the engine 'because is sounded funny' ?

 

[sunnyboy]

I had a related thing with a different manufacturer. Totally different result.

I sent my drysuit for a new zipper, using the postal system (no Canada/US brokerage fees). The suit was repaired promptly and returned, but via courier (costly, costly brokerage fees at the border). I called and complained - mostly asking "why didn't you call for shipping method to Canada before returning it because the brokerage fees really hurt us?". They agreed to pay 1/2 the brokerage fees which I thought was reasonable, and also agreed it was reasonable to ask Canadians for a preferred shipping method when returning the suit.

I learned that I will put my preferred shipping return choice in huge letters on a big piece of paper included with the suit for future repairs.

Effervescent - I feel your pain. My dive buddy (who is female) has been diving a huge suit for a while, but just got a new suit from Bare (Canada made). It is perhaps the best fitting tech drysuit I've seen on someone.

 

[Effervescent]

Yes. Almost exactly. And then the shop says, never mind paying us for the engine, have a nice day.

No, that is completely false. I then paid for the entire bill and then had to dispute it with my credit card company. After multiple emails of explaining to them how I think their policy is unethical and illegal did they drop the charge.

 

[Effervescent]

Keep in mind I'm just tossing a theory out there or playing devil's advocate.

Profitability is affected in the long term by whether customers continue to perceive what the business is doing as "right," ethical, helpful, etc. So as I said, what if 99 percent of their customers think "proactive service" is just wonderful, and the 1 percent who have objected so far have all gotten their "proactive service" free of charge and thus thought that was pretty wonderful, too? I would like to know if anyone else has complained as you have and NOT had the charge waived? I can appreciate that a business model that includes an expectation of charges being waived on 1% of proactive repairs would be pretty weird and pretty unfair to those customers too timid to speak up, but maybe that's how they see it. Has there really been anyone who was outraged by the proactive service they received and yet did not speak up?

I obviously can't say for sure but there may be customers who do not speak up and just accept the charges because it is too much of a hassle or because they do not want to burn bridges with Halcyon. Based on the vast number of responses here, Facebook and other forums regarding this issue about their "proactive but unauthorized service" policy, I think it is safe to say that the scale is very much tipped against this policy. What I'm hoping is that Mark Messersmith realizes that he is incorrect when he states that "most will choose to pay us for this added level of care" and Halcyon changes its policy.

 

[Dogbowl]

This post has been a real eye opener.

I was considering the Ladies First drysuit, but will definitely reconsider.

I've always thought that Halcyon/Extreme Exposure was reputable and had great customer service. I'm no longer sure about that.

I'd really like to hear Halcyon/EE/Santi's side of the story.

 

[Lorenzoid]

I obviously can't say for sure but there may be customers who do not speak up and just accept the charges because it is too much of a hassle or because they do not want to burn bridges with Halcyon. Based on the vast number of responses here, Facebook and other forums regarding this issue about their "proactive but unauthorized service" policy, I think it is safe to say that the scale is very much tipped against this policy. What I'm hoping is that Mark Messersmith realizes that he is incorrect when he states that "most will choose to pay us for this added level of care" and Halcyon changes its policy.

Okay. But the vocal people here, on FB, and other forums might not be so opposed to it if they had gotten free work done. What outrages people, including me, is the thought of them doing unauthorized work and then expecting that every customer will pay up. It doesn't bother me so much if I think of the statement "most will choose to pay us" as a tacit acknowledgement that those few who do NOT choose to pay will get the charge waived.

 

[Effervescent]

Okay. But the vocal people here, on FB, and other forums might not be so opposed to it if they had gotten free work done. What outrages people, including me, is the thought of them doing unauthorized work and then expecting that every customer will pay up. It doesn't bother me so much if I think of the statement "most will choose to pay us" as a tacit acknowledgement that those few who do NOT choose to pay will get the charge waived.

They did charge me for the full amount and I had to pay it in full to get my drysuit back. They only acquiesced after I commenced an action with my credit card company and after numerous emails back and forth.

Instead of standing by their unethical and most likely illegal policy of doing unauthorized work, I think they should just change their policy and make sure that they tell the customer what they are doing to the drysuit BEFORE the make adjustments. All it takes is a simple 3 minute phone call or a quick email.

 

[wetb4igetinthewater]

This post will certainly make people rethinking doing business with Santi/Halcyon. While I'm not in the market for a new dry suit, I will have a conversation with a local shop that carries Santi/Halcyon (I did pick up the Santi BZ400 undergarment that I love).

That said, the problem with most people is that they are trusting. But when disputes come up, having documentation is crucial. I've learned this the hard way as I'll be taking a dive shop to court and I'm having to do a lot more work to present my case because I believe owner's word.

 

[divad]

Yes. Almost exactly. And then the shop says, never mind paying us for the engine, have a nice day.

That might keep them out of jail. "Upscale" or not.

 

[kombiguy]

They did charge me for the full amount and I had to pay it in full to get my drysuit back. They only acquiesced after I commenced an action with my credit card company and after numerous emails back and forth.

Instead of standing by their unethical and most likely illegal policy of doing unauthorized work, I think they should just change their policy and make sure that they tell the customer what they are doing to the drysuit BEFORE the make adjustments. All it takes is a simple 3 minute phone call or a quick email.

So what would make you happy? What is the resolution you want?