DR customer service. Is there such?

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WolfY

WolfY

Contributor
Messages
72
Reaction score
9
Location
Israel
# of dives
1000 - 2499
Hi DR and all DR customers.

Twice I had the the need to ask something by sending a mail to DR.

First time it took very long to get an answer and the outcome was a disappointment. Since it was not a big issue I left the answer as it was and forgot about it.

Second time was a truly disappointment and I said I will not shut up about it.

This is the mail that was exchanged.

First was trough their web site.

After a few weeks I go this answer, although I asked clearly what I needed in the first msg on the site:

1. March 3 2010

RE: Dive Rite Web Site

Hi
I have received a mail from DR web site with a request from you about DR products.
Kindly send me your requests.

Thanks


Gour

2. My answer was:

March 8 2010

Hi Gour,

What I nee is just the SS loop. Just the SS part not the webbing.

Need 4 pcs.

Encl. pict. of it.

Thanks

3. Mail reminder to DR:

March 26 2010

Looking forward to get an answer...

Thanks

3. DR reply:

March 28 2010

Hi Zeev,
I'm sorry I was OOO.
We don't have it currently in our stock in Israel.


Gour

What's the meaning of this "000"?

4. My reply ( Starting to get pist) :)

March 28 2010

Hi Gour,

You don't have a rep in Israel. Meduza has not made an order from DR for at least 2 years. Right? what's left from Meduza is just the name.

Although I did expect from you to be able to send 4 SS loops in a letter. The credit for that gesture is much more valuable then leaving a customer with no after-sell service.

5. New reminder:

April 10 2010

Hi gour,

I'm still waiting for your a relevant answer about the SS loops I need.

Zeev Schuster


What do you think?

Maybe DR can comment on this?

Would you leave your dive buddy like this?

I expect a little more effort and concern from DR as a large Dive gear manufacturer.

WolfY
 
Hello Wolf,

Sorry to read your post. I wish you had re-contacted our main office SCUBA Diving Equipment for Technical, Wreck and Cave Diving: Dive Rite, Inc - Contact Us and Sign Up when you didn't get the response you needed right away. Typically we send inquiries from our international customers directly to a local dealer or distributor. I apologize that in your situation you didn't get the response or the product you needed.

Please confirm for me that you need stainless steel belt slides (HW 1020) for 2-inch webbing. SCUBA Diving Equipment for Technical, Wreck and Cave Diving: Dive Rite, Inc - Product Catalog - Belt Slides

PM me your address and we'll stick them in the mail today.

Best regards,
Kathleen
 
Dive Rite:
Hello Wolf,

Sorry to read your post. I wish you had re-contacted our main office SCUBA Diving Equipment for Technical, Wreck and Cave Diving: Dive Rite, Inc - Contact Us and Sign Up when you didn't get the response you needed right away. Typically we send inquiries from our international customers directly to a local dealer or distributor. I apologize that in your situation you didn't get the response or the product you needed.

Please confirm for me that you need stainless steel belt slides (HW 1020) for 2-inch webbing. SCUBA Diving Equipment for Technical, Wreck and Cave Diving: Dive Rite, Inc - Product Catalog - Belt Slides

PM me your address and we'll stick them in the mail today.

Best regards,
Kathleen
Click to expand...

Hi Kathleen,

Thanks for your response. Actually after sending the MSG I was talking to somebody and the situation got clear to me. I thought Gour was from the head office. I did not connect to Gour (that I did not know his last name) the "owner" of Dive center Meduza that I know was your rep here in Israel. If he had presented himself I would definitely understand and send a mail again to your head office, and all this wouldn't come up.

Pict. enclosed to what I need. Not the 2" belt slider.

4 pcs of SS loop as shown.

This post has a cleared everything and I'm glad I opened it. More details can be exchanged by direct mail. I will mail you too.

Thanks
 

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deepstops:
"OOO" is an abbreviation for "out of the office".

Without pictures, I'm not sure what you're looking for. Are you looking for SS d-rings??
Click to expand...

Thanks. :blush:
 
fnfalman:
I take it that there is no "issue" with Dive Rite customer service then?
Click to expand...

Well, there is here in Israel. Or to be more correct there is no "issue" cause there is no active rep here at the moment.

DR USA took responsibility for this, and every thing worked out as expected.

Thanks to Kathleen at DR
 
WolfY:
DR USA took responsibility for this, and every thing worked out as expected.

Thanks to Kathleen at DR
Click to expand...

Of course, and that's why they're Dive Rite and that's why many of us favor them as the scuba manufacturer of choice. I'd hate to have Kathleen's head gets bigger than it already is:D, but Dive Rite customer service is the best. Everything from sending out little stuff gratis to phone assistance in equipment rigging to equipment repair (dumbass me) to warranty issues.
 
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