Anybody else having issues with Atomic warranty service?

[The Scuba Steve]

Atomic has had my SS1 for a while now. They seemed to be pretty slack about getting warranty work done and shipped out. Anyone else having issues?

 

[Scared Silly]

Give them call ????

 

[staggsSevin]

Yep, give them a call. I have had a few warranty things over the years with Atomic and they have the hands down the best I've dealt with.

 

[Dr. Lecter]

My experience with Atomic fixing (and once replacing) my Cobalts was always the same: I call them, someone who knows WTF they're talking about answers the phone, I tell them what's wrong, they email me an RMA form, I ship everything to them, and my Cobalt was shipped back to me by next day or 2 day service within a week. The replacement might have taken a week and a half or even two whole weeks.

Picking up the phone works wonders.

 

[The Scuba Steve]

My experience with Atomic fixing (and once replacing) my Cobalts was always the same: I call them, someone who knows WTF they're talking about answers the phone, I tell them what's wrong, they email me an RMA form, I ship everything to them, and my Cobalt was shipped back to me by next day or 2 day service within a week. The replacement might have taken a week and a half or even two whole weeks.

Picking up the phone works wonders.

I've called them. Once a week for the last 4 weeks and all I get is someone who has no clue about Scuba equipment telling me that the repair queue was backed up. Since they were bought out by Huish, the Customer Service sucks. I had to explain to the CS rep what I needed to have repaired and the issue (cracking pressure) and she told me that she doesn't know anything about them and to include a short letter of the issue when I sent it in. I didn't speak to an Atomic CS I spoke to a Huish CS. Sounds like that may have cut jobs (CS reps) as part of the buyout. They finally sent me a notification that they were sending it back and then waited 2 days before giving it to FEDEX and sending it ground from CA to GA (7days). I should have it this week sometime.

This is a sign to start looking at some gear other than Atomic. They "sold out" and now we're paying for it.

 

[flots am]

. . .

 

[soonerwink]

I hate to hear this, I switched from ScubaPro to Atomic because of their customer service reputation.

 

[Superlyte27]

I have had serious issues lately with Huish Outdoors' warranty service. (The company that owns Atomic). I will never deal with them again.

 

[Scared Silly]

Interesting development. I have not needed their service as I have dealt directly with their techs. While not to defend the service in any way a couple of suggestions as it sounds like they are having some growing pains. First, in general if I am not getting what I want from CS I elevate my request up the food chain one level. If that fails I am off to the presidents office.​ It works quite frequently even with large corporations like Chase Bank. As such, I would suggest that next time you call ask for Dean or Doug the founders who are still around. I talked to Doug at DEMA. If you can not get them ask for Dan Huish's office. First hand reports to the CEO are often well received with action taken.

 

[staggsSevin]

I haven't had to deal with Atomic's support since they shuffled stuff around with Huish so it could have declined since then.