Zak, Phil and Juan (scubastore.com) Thank you.
Problem Solved
Below is the latest email from scubastore.com
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Dear Padraig,
I am Juan Cenzano from
Scubastore - Diving Gear and Dive Equipment, Diveinn
I have just been informed about the problem related to the MRS weight
pockets that you bought in our store in June 2006.
I must say that this has been an unfortunate incident.
In the guarantee processes many steps take place from the initial claim
until an answer is given to the client and, with the involvement of so many
people, it sometimes loses the initial sensitivity with which the client has
come to us in the confidence of which its problem will be solved. As much
in Scubastore as in Mares we understand that the post-sale service and
customer attention is very important to obtain full customer satisfaction
with his purchase. However, sometimes we do not obtain this objective and
this has obviously been one of these cases.
For this reason, I hope that you accept our apologies and those that Mares
Spain have transferred to us and requested us to transmit to you.
With regards to
www.scubastore.com, during the 10 years that we have been in
the front running edge of the market we have tried to base our success on
the total satisfaction of the client as far as service, range, efficiency,
guarantee and price. This has allowed us to improve from year to year,
which demonstrates the loyalty that our clients have been maintaining
throughout these years. Among which I include you since you have made
enough purchases in our store; and this is the best reward we can obtain
and pushes us to continue along the same line. Nevertheless, in this
subject we have not fulfilled the expectations; and that demonstrates to us
that we cannot relax in the objective of satisfaction of the client, and it
is for that reason that I reiterate our apologies to you.
I have to say that Mares understands that the situation has not been taken
in the best possible way and that there has been a failure in the whole
process of the guarantee that, usually, works in an impeccable way.
Today, a new set of MRS weight pockets will be sent to you to the address
that appears in our database.
I am very sorry about this situation although I hope that you will
understand that, being human, we can make mistakes. The greater joy that we
could obtain from all this situation is that, finally, your problem is
solved, you are satisfied and, also, we can get back the confidence that you
have demonstrated to us in the past.
Yours sincerely.
Juan Cenzano
COO
Scubastore - Diving Gear and Dive Equipment, Diveinn
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Above is a pic of my new MRS pockets I recieved free of charge from Juan in scubastore.
Zak and Phil went out of their way to resolve this problem and I thank them again for their concern and sterling work to solve my problem
The system works
