Atomic Aquatics Venom leakage

[PoesSnel]

Hi,

This has been topic in older posts, but as I have a more recent mask, this can be interesting to other users.
Just back from diving in Bonaire, where suddenly after a year and a half of perfect functioning, my Venom started to leak.
Pictures added. Timestamp is March 2014 (3/14). Up to that date, the Venom-leakage problem seems unsolved ? Can anyone confirm this ? Since which timestamp can we be sure of no leakages. And yes, I love(d) the mask for its fitting and clear view ! Also, the one on the pictures is my second Venom, as the first one had exactly the same problem and was replaced under warranty.
Any remarks welcome.

Kind regards,
PoesSnel

 

[Atomic Aquatics]

Hi @PoesSnel, We wanted to shoot you a message right away so you know we've seen this. My initial thought is that if you are having the same problem as the one replaced by warranty then you should have this one replaced too. However, I am sending this message to the customer service team for further review. Thank you for including images. This really helps.

 

[PoesSnel]

OK ! Thx for the fast reply ! I live in Belgium. The store where I ordered my first Venom, and also replaced the first one, doesn't exist anymore. Should I sent my second Venom to the Aquatics-distributor in Germany or should I search another store in Belgium to have it replaced ? What' the best option ?

 

[Atomic Aquatics]

Yes, you should contact the distributor in Germany. Martin would be your point of contact.

 

[PoesSnel]

INFO :
After sending an e-mail on sunday-evening 6th March to Martin in Germany, he responded monday-noon the 7th with the request to sent the leaking Venom. Afterwards I've sent the "bad" Venom to Martin on wednesday 9th March by standard mail from Belgium to Germany and received a new mask on Monday 14th !!!
I really wanted to mention this, because this is 5/5-star support ! Thank you Atomic Aquatics ! They've earned a good Belgian Beer (Duvel) ! Next week I buy the frameless for my wife

 

[kelemvor]

I always love seeing good customer support. GG, Atomic!

 

[Atomic Aquatics]

INFO :
After sending an e-mail on sunday-evening 6th March to Martin in Germany, he responded monday-noon the 7th with the request to sent the leaking Venom. Afterwards I've sent the "bad" Venom to Martin on wednesday 9th March by standard mail from Belgium to Germany and received a new mask on Monday 14th !!!
I really wanted to mention this, because this is 5/5-star support ! Thank you Atomic Aquatics ! They've earned a good Belgian Beer (Duvel) ! Next week I buy the frameless for my wife

Thank you for the update! We are happy we would fix the problem!