does Hollis support actually exist?

[vovanx]

Return Merchandise Authorization | Huish Outdoors - 1540 North 2200 West | Salt Lake City UT 84116 US

> Consumers should direct request for service to the original dealer where the item was purchased, or their current local authorized dealer.



I've bought the computer second hand, in another country, so I assume there is no warranty.
OK, I will send it to the local Hollis service center and ask them to forward it to US service center.

 

[Jake]

I left them a message and sent them an email recently. Neither were returned. I get that they want us to use our LDS, but what's the point of having a support phone number and email address if they're just going to ignore them?

I'm glad new, customer service focused companies like Shearwater and Deep 6 are coming up. I hope they eat Huish's lunch.

 

[Jonny Wishbone]

Unless a person has a LDS with outstanding customer service where they bend over backwards to help people, why would they assist with the dilemma when there is nothing in it for them? When you buy a product, the support for that product comes from the manufacturer not the selling party. LDS usually only have the technology to change batteries and the O ring. They do not have the knowledge or the equipment to run diagnostic tests on computers. The end result is, why does it matter who sends the product in for repairs.

 

[Coztick]

When you buy a product, the support for that product comes from the manufacturer not the selling party. LDS usually only have the technology to change batteries and the O ring. They do not have the knowledge or the equipment to run diagnostic tests on computers. The end result is, why does it matter who sends the product in for repairs.

It does force the owner of the computer to walk into the manufacturers approved outlet...
Hoping for an impulse buy maybe?

 

[Jonny Wishbone]

It does force the owner of the computer to walk into the manufacturers approved outlet...
Hoping for an impulse buy maybe?

This is true...and I usually always buy something when I visit my LDS even if it’s a small inexpensive thing. It just keeps them seeing me as a valued customer or a spender. They seem to always take care of me when I go in there.

 

[tbone1004]

Hollis has never really had any semblance of customer support, especially considering the amount of bad products they've released. The general word on here and in cave country is that you never get anywhere until you get a hold of Nick Hollis himself and then it gets solved. Right now though, I'd try to get it back to the LDS and take the money they'll give you on a Shearwater....

 

[vovanx]

I've just recalled that this stuff happened not long after I updated the firmware using the official Hollis app, so it actually could be a faulty firmware.
Who else owns TX-1 - please write your firmware version (Menu - TX1 HE ID) - and when you've last updated it.
My model is: Firmware 1b, LCD 02, updated somewhere around March 2018, and it had less than 20 dives since then.

 

[JohnnyC]

A firmware issue isn’t just going to randomly start behaving badly. If the firmware is jacked, it’s jacked from the moment it’s flashed, not 20 dives down the road.

Regardless, good luck. Your experience is exactly why the only thing I’ll buy from Hollis is fins.

 

[TrimixToo]

My list of suppliers I will never purchase from again due to poor/non existent customer service

Hollis
Oceanic
Mares
Suunto

I have a counterexample for Mares. I wanted replacement 7' rubber (not Miflex) hoses for my Abyss, but they're not available in the US any more. I stopped by the booth at BTS and mentioned this to someone who happened to be a VP. The next time he went to Italy a couple of months later, he had them make me up two at the factory. I paid the normal price (which I'd have been happy to do with less fanfare), but I didn't have to go shopping for new back gas regs, so I was quite happy with the outcome.

 

[broncobowsher]

But you had to talk to the VP to get that done. That's not how customer service should work. You get on the good side of anyone at the top of most food chains like that and you can get just about anything.

I had good customer service from GoPro once before. Didn't require any special connections or chance meetings. I went through the normal customer service portal email and got into a discussion about the wrist mount straps being too short for a gloved hand. A few months later they made a custom batch of extra long ones, the reached out to me if I still needed one. I did, I got it, Happy! That is how good customer service should work.