Customer service issues with defective BCD

[jlong2001]

Hope to get some insight on an issue I am having with customer service. Prior to this I was a full supporter of Mares equipment.
I have a Mares Dragon MRS BCD. It is less that 2 months old and had 6 dives on it. It started to leak air from the inside straps (top on both sides) that hold the waist band.
My LDS sent it back on a rush order and the response he received was less than good for me. He was told if I wanted my Dragon replaced I would have wait until DECEMBER.
However, they sent a Prestige MRS as a replacement if I would accept. Why would I accept something that is a considerably less expensive that what I paid and of lesser quality.
My issue is this: I feel like I have been a good customer to Mares. In the last 4 months I have spent over $2500 on Mares products. BCD's for my wife at I, a Nemo air computer. masks, fins..............I waited patiently for several weeks while the recall issue was worked out the buy the Nemo Air.
After being transferred several times, I am being told if I want my BCD I have to wait, accept the Prestige, or get a refund. They said they do not have the size I need in the US. When I asked could they transfer one from another dealer, she told me they had no way of knowing what the dealers may have in stock. I provided her with a dealer an hour from me has the BCD in stock. She said she would look into.
I understand I am venting because I am upset, but can anyone offer me any insight on this?
Thanks.

 

[redacted]

Why would you not take the $$$ refund and go get a replacement anywhere you can find what you want?

 

[jlong2001]

That is most likely what I will do. However, I will not get the funds and purchase another Mares product if I have to go out of my way to get it.
Do not buy a lot off the net. Like to support the local guy I can speak to face to face. He has been great through this but appears to be equally upset at the situation.
Spoke to a female who now says they can get it to me by Thansgiving.

 

[theduckguru]

Why would you not take the $$$ refund and go get a replacement anywhere you can find what you want?

You would be better off taking the refund. You would get a fresh warranty period. Personally, I'd buy another brand. Why wait for recalls to clear before buying gear and having to send stuff back out of brand loyalty.

Just out of interest, you might check internet sales sources to see if they have your size and model, chances are its available.

 

[Diver0001]

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A ScubaBoard Staff Message...

moved to BCD forum

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[ScubaRich]

Take your refund and buy Zeagle!

 

[it_mike]

Manditory BP/W plug!
Take the refund. No matter what you decide, the.refund gives you more options.

 

[deepseafalcon]

did they offer you the different BCD without compensation of the price difference?
that I wouldn't understand.

everything else you said I can pretty much follow:
They don't have your BCD in stock, so need to wait for the next shipment.
Mares sells through a large number of independent dealer, so it's unlikely there is a feedback system allowing Mares to see the stock of their dealers.
Like most companies these days, they probably are understaffed in customer service and therefore can not by default phone around and find a replacement item at their dealers.

Bottom line:
I would just take the money and buy something else, or the same one if you were happy besides the leak.
Be glad they offered a refund so quickly, that's not very common in some other countries!

Happy diving
d.s.f.

 

[ZenDiver.3D]

Get the refund and buy Zeagle. It is modular and you can buy it to fit your size needs exactly. Plus it is a great BC with solid service.

 

[Big Toes]

have you tried contacting the mares rep on this site? i had major issues with mares a couple of years ago and he was awesome to work with.