Disappointing...

[buddhasummer]

I recently, after several years of coveting, purchased a Z2 with matching backup. Prior to making the purchase I emailed Atomic and queried whether the high pitched whistling, that numerous SB members had reported, was a known issue. Atomic replied that they were unaware of any such issue.

I went ahead and made the purchase, I took it on a week long liveaboard in Thailand. To my dismay at depths greater than around 15meters it would emit a glass shatteringly high pitch whistle upon inhalation. It didn't seem to affect performance but was annoying as hell. It whistled regardless of what 2nd stage I was breathing off so assumed the issue was 1st stage related.

I emailed Atomic on April 7th and again on April 14th, to date I have had no reply.

I am a little disappointed given the reputation Atomic has for both quality of product and customer service. The reg whistling I'm not so bothered by as I accept with any mechanical device things do go/can wrong from time to time. I am bothered by the fact that Atomic in almost three weeks have not replied to either of my emails, which were sent using Atomics website contact form. I live in Japan so calling is problematic.

Anyway, just expressing some frustration but more importantly suggesting that someone looks into your email system as there seems to be bit of a black hole. Cheers.

 

[Pin83]

Hi Buddha,

I have read about the whistling, but I'm still waiting for my ST1 to arrive, so don't have much to add.
However, I too emailed Atomic with a query before purchasing. Two or three emails went unanswered (despite their reputation), so I messaged them on Facebook...
I received a reply within minutes (despite being outside business hours), and exchanged several messages, and received excellent advice and info.

I know it's frustrating to have to chase, but it's worth the effort in this case...

Dave.

 

[buddhasummer]

Hi Buddha,

I have read about the whistling, but I'm still waiting for my ST1 to arrive, so don't have much to add.
However, I too emailed Atomic with a query before purchasing. Two or three emails went unanswered (despite their reputation), so I messaged them on Facebook...
I received a reply within minutes (despite being outside business hours), and exchanged several messages, and received excellent advice and info.

I know it's frustrating to have to chase, but it's worth the effort in this case...

Dave.

Hi Dave,

Cheers for the reply. Your suggestion re Facebook is a good one, unfortunately not possible for me to do as I do not have a Facebook account. I will see if this post gets a reply, failing that I might just have to stay up late one night, time difference, and call them.

Thanks again mate.

 

[Pin83]

Hope you don't mind me interfering, but I sent Atomic a message on FaceBook to let them know you were having trouble contacting them. Hopefully they will check-in here soonish...

 

[Atomic Aquatics]

Hi Buddhasummer

I apologize for not responding to any inquiries through our website. I respond daily to all emails through the site and have not seen any pass through from you. I will go back and check on the dates provided to see if I have missed your emails. I pride myself on responding daily to consumer inquiries and if I have missed yours (twice) I am truly sorry. I will respond again once I have sorted through the emails. Thanks for bringing this to my attention and I would be more than happy to help you with your Z2.

Atomic Aquatics

 

[Dr. Lecter]

I know it's a shockingly old fashioned technology, but picking up a phone and dialing a toll-free number has always been a quick and easy way to get AA started on any service I have needed. And it avoids the whole 'gee, did they get my email? what's taking so long?' thing.

Email may be more convenient for you because you're overseas, but if you want to contact a US-based company and be sure they've heard from you...well, you may just have to go through the inconvenience of figuring out how to use the phone.

 

[chillyinCanada]

That was so unnecessary Dr. Lector. Buddhasummer has already expressed a willingness to phone but there's a time difference. I can only assume you've never tried to call overseas about something important in the middle of the night.

 

[buddhasummer]

Hi Buddhasummer

I apologize for not responding to any inquiries through our website. I respond daily to all emails through the site and have not seen any pass through from you. I will go back and check on the dates provided to see if I have missed your emails. I pride myself on responding daily to consumer inquiries and if I have missed yours (twice) I am truly sorry. I will respond again once I have sorted through the emails. Thanks for bringing this to my attention and I would be more than happy to help you with your Z2.

Atomic Aquatics

To Atomic: Thank you for reply, apology accepted. I realise emails do sometimes get missed. I was just getting frustrated. I ended up mailing the 1st back to the US to the store I bought it from so hopefully they can sort it.

To Pin83: thank you for doing that, I appreciate both the thought and the effort.

To Dr.Lecter: There is no need to be snide. I am aware phoning is a better way, but due to time, difference, cost and language barrier making a phone call was going to be problematic so was not my first choice of contact. Emails do not disappear into the ether, they get missed, hence waiting a week and sending another. I have used Atomics website email contact form previously without issue.

 

[iluvtheocean]

i guess i'm lucky so far.. haven't encountered any whistling on my z2x (yoke) . I've had it anywhere from 3 meters to 30 meters and haven't encountered any issues. I wonder if the issue is with Yoke or Din or either? Hopefully atomic can fix the issue for you.

 

[buddhasummer]

In the interest of balance and transparency just wanted to advise received a PM from Atomic, seems they spent some time trying to locate my emails in amongst 6000 from the "trash". Apology was again offered and an offer of further assistance if required with direct email info. Thanks Atomic.

---------- Post added May 2nd, 2013 at 03:54 AM ----------

i guess i'm lucky so far.. haven't encountered any whistling on my z2x (yoke) . I've had it anywhere from 3 meters to 30 meters and haven't encountered any issues. I wonder if the issue is with Yoke or Din or either? Hopefully atomic can fix the issue for you.

The issue appears to be within the 1st and is not DIN or Yoke related. Although apparently not a common problem it is not unheard of either and looks like a simple fix, will find out when my 1st stage is returned. Cheers.