Anybody else having issues with Atomic warranty service?

[The Scuba Steve]

Arguing the point is moot. Everyone has their opinion on the subject and to each his own. Let it go guys.

 

[coldwaterlloyd]

Back on topic , I applaud Atomic for offering factory service . If you do not have a dealer nearby it is just as easy to drop your reg in the mail and know you are getting authorized parts and service .

 

[fnfalman]

Sounds like everything is taken care of. Atomic, like everybody else, is staffed with humans and sometimes things fall through the crack. However, seeing Atomic rep jumping in to take care of the issue...that's how it should be done.

 

[BoltSnap]

I wish that Atomic would enhance its customer support further and eliminate guessing and wondering about their service by client by including a report with detailed information on what was done to the regulators during service. Report should include information on the regulator "vitals" for the "before" and "after" and other information about the status of the regulator when it came in and other other exceptional service information.

 

[Atomic Aquatics]

Hi Burhan

That is a great suggestion and something I have been thinking about since speaking with Steve. We typically include a packing slip with the package back to the customer/dealer but it was overlooked in Steve's case and that added to his frustration. I have been talking to our production team to see what we can do to provide more information to the customer when sending in their reg for service. I agree, communication should be maximized. It would be very inefficient to place the regulator on our Diving machine before service because most regulators are still performing well they just need to have their bi-annual servicing. Plus, doing this would take up time on our ANSTI machine which tested hundreds of regulators a week from our production runs. However, the ANSTI machine print out we keep for our records is one idea I have been pondering and this is what I sent to Steve so that he can see that we did service/test his SS1.

Keep the ideas coming and know that I am working on a way to make sure communication between us and the customer, in regards to their service, is improved.

I wish that Atomic would enhance its customer support further and eliminate guessing and wondering about their service by client by including a report with detailed information on what was done to the regulators during service. Report should include information on the regulator "vitals" for the "before" and "after" and other information about the status of the regulator when it came in and other other exceptional service information.

 

[mjrob]

Although I've never heard of such serious CS issues with Atomic, and we sell a fair amount of their products, there is an option: Shameless self-promotion

 

[FatMen]

This is my first post on scuba.com. I recently (like this week) had an experience with Atomic CS. I purchased a Venom mask in early 2013 and noticed that it was leaking after a few uses. The skirt separated from the frame. My guess is that I purchased old stock while on vacation in Hawaii. My dealer emailed his Atomic rep and they just shipped out a new replacement mask. That's it! Thanks Atomic for the great service and for being on this thread.

Hi Burhan

That is a great suggestion and something I have been thinking about since speaking with Steve. We typically include a packing slip with the package back to the customer/dealer but it was overlooked in Steve's case and that added to his frustration. I have been talking to our production team to see what we can do to provide more information to the customer when sending in their reg for service. I agree, communication should be maximized. It would be very inefficient to place the regulator on our Diving machine before service because most regulators are still performing well they just need to have their bi-annual servicing. Plus, doing this would take up time on our ANSTI machine which tested hundreds of regulators a week from our production runs. However, the ANSTI machine print out we keep for our records is one idea I have been pondering and this is what I sent to Steve so that he can see that we did service/test his SS1.

Keep the ideas coming and know that I am working on a way to make sure communication between us and the customer, in regards to their service, is improved.