Shearwater support in EU is terrible, or at least it was 2 years ago when I had to deal with it. I had a defective Terric with the know battery issue. The store I bought it at refused to exchange it and the shearwater repair facility asked for 500 euros to put in a new battery.
Question Does anyone have a good line to Shearwater?
- Thread starter Exxilon
- Start date
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Update: I sent a mail to Shearwater via the mail address posted earlier in this thread. I did not hear back from them.
Concurrently the LDS took the initiative, without me asking, to go to bat for me. I've been doing business with them since about 1998 and I was an instructor for them for years. They also approached Shearwater.
I'm not sure what happened behind the scenes but the shop was able to sell me a Perdix 2 at a 40% discount from retail. I chose this option instead of going ahead with the repairs. The replacement was still a lot of money but I was very grateful for the effort the shop put in on my behalf to negotiate an acceptable price.
Concurrently the LDS took the initiative, without me asking, to go to bat for me. I've been doing business with them since about 1998 and I was an instructor for them for years. They also approached Shearwater.
I'm not sure what happened behind the scenes but the shop was able to sell me a Perdix 2 at a 40% discount from retail. I chose this option instead of going ahead with the repairs. The replacement was still a lot of money but I was very grateful for the effort the shop put in on my behalf to negotiate an acceptable price.
Scared Silly
Contributor
Sounds like the shop was able to sell you a computer at their cost. Which was likely possible as you are/were an instructor. In the states such sales are called "pro deals" or "key person" sales.
Update: Shearwater contacted me directly and offered about the same deal on a Perdix 2 that the shop offered me. I want to make clear in this thread that they did actually contact me and they tried to help me.
I had already decided, however, not to pursue having the old computer fixed and I had already accepted the offer that the shop made. The end result is the same. I have a new Perdix 2. Even though the old computer was broken, I still believe that Shearwater makes the best computers on the market.
I am looking forward to making many dives with the new one!
I had already decided, however, not to pursue having the old computer fixed and I had already accepted the offer that the shop made. The end result is the same. I have a new Perdix 2. Even though the old computer was broken, I still believe that Shearwater makes the best computers on the market.
I am looking forward to making many dives with the new one!
Similar experience here with the Service Center for Europe in the Netherlands.
Sent in a Perdix AI, bought in 2018, only 150 dives, well taken care of, not a mark on it, that suddenly acted up. (Most probably the pressure sensor.) And my wife's Teric with a draining battery (well used, working 100%).
The Perdix AI was diagnosed as a total loss. The sensor is faulty and hard wired to the main board. New mainboards are no longer available as the AI is EOL. An upgrade to a Perdix 2 Ti was offered at a substantial price. A bitter pil, but understandable.
The Teric needed a battery exchange. (Cost quoted on RMA form @ €150,=)
After some time my wife was notified that, after installing a new battery, the mainboard displayed errors (battery overheating among others). Therefore the mainboard needed to be exchanged. (Cost an additional €145,=, also the battery exchange price was upped to €165,=) She called the Service Center and spoke to the service engineer. He told her the errors were discovered during the final checks. He is unable to check for mainboard errors before exchanging the battery.
I'm not a service engineer, but this last part sounds strange to my ears. (One can always enter a service menu can't you?) I'm guessing something was messed up during the battery exchange, which then caused the errors. If that is the case, I don't think my wife should be the one paying for the new main board.
I have since emailed Shearwater about the above, and am currently awaiting their reply on this.
Sent in a Perdix AI, bought in 2018, only 150 dives, well taken care of, not a mark on it, that suddenly acted up. (Most probably the pressure sensor.) And my wife's Teric with a draining battery (well used, working 100%).
The Perdix AI was diagnosed as a total loss. The sensor is faulty and hard wired to the main board. New mainboards are no longer available as the AI is EOL. An upgrade to a Perdix 2 Ti was offered at a substantial price. A bitter pil, but understandable.
The Teric needed a battery exchange. (Cost quoted on RMA form @ €150,=)
After some time my wife was notified that, after installing a new battery, the mainboard displayed errors (battery overheating among others). Therefore the mainboard needed to be exchanged. (Cost an additional €145,=, also the battery exchange price was upped to €165,=) She called the Service Center and spoke to the service engineer. He told her the errors were discovered during the final checks. He is unable to check for mainboard errors before exchanging the battery.
I'm not a service engineer, but this last part sounds strange to my ears. (One can always enter a service menu can't you?) I'm guessing something was messed up during the battery exchange, which then caused the errors. If that is the case, I don't think my wife should be the one paying for the new main board.
I have since emailed Shearwater about the above, and am currently awaiting their reply on this.
Alekseolsen
Contributor
Then we all in Europe know to contact Narked@90 and let the dutch be well, dutch 
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