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Another report of above-and-beyond customer service: Teric battery

Discussion in 'Shearwater Research' started by DavidFL, Apr 6, 2019.

  1. DavidFL

    DavidFL ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 1,000 - 2,499
    Location: Orlando, FL
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    When the Teric was announced, I was right at the point of buying a second Perdix for technical diving. Normally I try to avoid buying the first version of a new product; particularly before the product has even begun shipping. But I bit the bullet; pre-ordered the Teric; was glad I got mine before the big out-of-stock. I've been really pleased with it. Recently the battery performance seems to have deteriorated. Sometimes it acts as it always has, but there have been a couple of surprise battery degradation to zero in a few weeks, and not taking a full charge after being on the charger overnight. Could be operator error I think, but I have slowly been eliminating those possibilities.

    But the customer support story is the newsworthy part. I know others have submitted similar reports, but it still surprised me. I sent a very tentative email query, basically saying I was wondering about the battery. Without cross examining me or asking me if I was doing it right, my email was forwarded within Shearwater, and they initiated two things: an RMA form for me to fill out and return AND initiating within Shearwater in BC shipping of a new Teric.

    The new Teric arrived one day later than hoped, but nevertheless was shipped before I even shipped, much less being received at Shearwater, the original DC.

    I'm posting this so we don't get into a "normalization of deviation" and stop acknowledging excellence in customer service, even when it has become the norm and expected from Shearwater.

    BZ!
     
    Seaweed Doc, Micheal and tridacna like this.
  2. vovanx

    vovanx Nassau Grouper

    # of Dives: 200 - 499
    Location: pl. Earth
    157
    53
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  3. Coconut Monkey

    Coconut Monkey Angel Fish

    # of Dives: 100 - 199
    Location: Surat Thani, Thailand. Melbourne, Australia
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    I heard the similar story too in this forum, some people who pre-ordered Teric and have the same battery problem, they got replace ASAP.
     
  4. Micheal

    Micheal NAUI Instructor

    # of Dives: 200 - 499
    Location: Florida
    13
    0
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    I reported my Teric Battery issues 2 days before leaving for ITC, on a Wednesday Night New Teric arrived on Monday, and they waited patiently for me to return from ITC to send my old one back.
     
  5. wedivebc

    wedivebc CCR Instructor ScubaBoard Supporter

    5,229
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    I now own four Shearwaters as of last week when my new Megalodon Tiburon came with one. They are world famous for this kind of service. I have had remarkable customer service in the 15 or so years I have been a Shearwater owner.
     
  6. Seaweed Doc

    Seaweed Doc Marine Scientist

    # of Dives: 500 - 999
    Location: Seattle, Washington State, USA
    634
    399
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    A tech instructor I know recently posted that he broke the mount for his NERD for the second time, his fault, and it's a $200 part. They sent him a newer version of the part (a design improvement) free of charge.

    I was convinced enough that I broke down and got myself a Perdix. Still need to hook it up and get it wet....
     
  7. vovanx

    vovanx Nassau Grouper

    # of Dives: 200 - 499
    Location: pl. Earth
    157
    53
    28
    wait, is this a malfunction? my Teric eats about 15% of battery in watch mode every day. So lasts just about 1 week with no dives.
     
  8. doctormike

    doctormike ScubaBoard Supporter Staff Member ScubaBoard Supporter

    # of Dives: 1,000 - 2,499
    Location: New York City
    5,844
    4,960
    113
    Yes, exactly. Customer support is extremely important for anything you buy, especially a dive computer.

    I always think of this when someone posts that a recreational diver doesn't need a Shearwater with "all of the bells and whistles", completely missing the point. I'm not saying that every diver needs to spend $800 on their DC, but if it's in the budget and if you are comparing computers in similar price range, that outstanding customer service is certainly worth paying a bit more for. Especially since they are awesome computers for other reasons as well!
     
    lexvil, Caveeagle and tridacna like this.
  9. scrane

    scrane Manta Ray

    # of Dives: 500 - 999
    Location: Boise, ID.
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    It is great that Shearwater is willing to readily correct manufacturing defects.
     
  10. doctormike

    doctormike ScubaBoard Supporter Staff Member ScubaBoard Supporter

    # of Dives: 1,000 - 2,499
    Location: New York City
    5,844
    4,960
    113
    I think that all manufacturers will eventually get around to admitting and correcting manufacturing defects. Very few will take care of problems with this degree of speed and customer convenience.
     

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