Worked at two dive shops over the years; Dealt with almost every manufacturer. Returned at least 500 computers for repair/replacement. Majority were Suunto. No company has come even close to the excellent level of service provided by Shearwater. None have been worse than Suunto. Mixed bag for the others. Remarkable how loyal some users are to their oil-filled beasts.
I don't work in the industry, so I only have a users experience.
Were the Suunto's ever oil filled? I guess the Solution or the Companion, could have been. I don't believe any of the models I have had were, they all had user replaceable batteries. My first computer was an EON (1990's), which was air integrated which was a real pain in the ass. Then the Vyper, then a Vytec. Now I have an OSTC, a Zoop, and an AP CCR 2020 controller.
I agree with you over customer service being appalling in the USA. Professionally, we try to avoid using support in the USA if we can, we ship kit back to the UK or Europe rather than use the local service support. I don't have much experience with Canadian companies so can't comment.
Shearwater have a good product reputation, but I don't have personal experience.