About two weeks ago I drop my wife's regs off to get their first annual service since we are going to Puerto Rico soon. The manager took the regs and said it would be about two weeks due to them being backed up--no worries. I made sure to ask him about Aeris covering parts as long as the regs are under warranty and he said yes. I provided him all paperwork that came with the regs including original sales receipt from an authorized dealer.
Fast forward to this past Monday. I called to check the status on the regs and the tech said he started them Friday and that they would be done by the end of the afternoon that day. I was in the area that day and decided to pick them up.
I get there and the tech is gone but the cashier says they can go back and get them. He came back empty handed and said they were on the bench but not completed and to come back tomorrow.
So the next day (today) my wife heads out to pick up her regs. I received a call from her stating that the bill was almost $100 and she was wondering if this was right. The tech was telling her that Aeris, under no circumstance, provides replacement parts for annual service. I spoke to this employee over the phone and they told me that parts are not included. I asked them to check the paper work and that parts should be covered and that I am responsible for labor. He told me this is not true and said his hands are tied. My wife left the shop and came home.
When I got home I decided to call Aeris directly and spoke to their service manager whom agreed that I was correct. As long as the regs are under warranty and were registered that parts are covered. Now to bring Divers Direct up to speed on a service provided for equipment they SELL.
My wife calls Divers Direct back and spoke to someone in the service department and advised them to go to Aeris' website for information on the parts replacement. This employee said we will have to print out the information along with printing out a copy of our registration on Aeris' website for the regs. Bring this in and then we can refund you the $ for the parts. This employee was being very short with my wife and giving her attitude when they are the ones who messed up.
So now I have to drive all the way back up there to plead my case with these people.
Anyone else have issues with Divers Direct service department? I am planning on not purchasing from this store anymore due to this fiasco and how my wife and I have been treated and spoken to.
Fast forward to this past Monday. I called to check the status on the regs and the tech said he started them Friday and that they would be done by the end of the afternoon that day. I was in the area that day and decided to pick them up.
I get there and the tech is gone but the cashier says they can go back and get them. He came back empty handed and said they were on the bench but not completed and to come back tomorrow. So the next day (today) my wife heads out to pick up her regs. I received a call from her stating that the bill was almost $100 and she was wondering if this was right. The tech was telling her that Aeris, under no circumstance, provides replacement parts for annual service. I spoke to this employee over the phone and they told me that parts are not included. I asked them to check the paper work and that parts should be covered and that I am responsible for labor. He told me this is not true and said his hands are tied. My wife left the shop and came home.
When I got home I decided to call Aeris directly and spoke to their service manager whom agreed that I was correct. As long as the regs are under warranty and were registered that parts are covered. Now to bring Divers Direct up to speed on a service provided for equipment they SELL.
My wife calls Divers Direct back and spoke to someone in the service department and advised them to go to Aeris' website for information on the parts replacement. This employee said we will have to print out the information along with printing out a copy of our registration on Aeris' website for the regs. Bring this in and then we can refund you the $ for the parts. This employee was being very short with my wife and giving her attitude when they are the ones who messed up.
So now I have to drive all the way back up there to plead my case with these people.
Anyone else have issues with Divers Direct service department? I am planning on not purchasing from this store anymore due to this fiasco and how my wife and I have been treated and spoken to.
