EXCEPTIONAL AFTER SALE (AND AFTER WARRANTY) SERVICE BY SHEARWATER

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rossandmaureen

Contributor
Scuba Instructor
Divemaster
Messages
196
Reaction score
46
Location
White Rock (greater Vancouver) BC Canada
# of dives
500 - 999
I do recognize that, when choosing a dive computer, there are many different criteria to factor in. Price, recreational or technical diving, wrist or console, air integrated or not and many more reasons. Different brands and types will certainly have their cheerleaders and rightfully so.

As an early adopter who has owned multiple types and brands of computers since their introduction, My cheerleading now is for Shearwater.

After the 3 Americans I was diving with in Honduras questioned my Canadian patriotism for not owning a Shearwater (that they all claimed it to be the best computer on the market) I purchased the Perdix 2 AI in the fall of 2019 for back to back trips to Truk and the Great Barrier Reef. I immediately became a fan for the functionality, the ease of navigation, the bright and full colour screen and the user replaceable batteries for both the computer and the transmitter.

My appreciation of Shearwater has now been greatly expanded. On a recent 13 day liveaboard in Thailand, one of the two piezo-electric buttons came detached somehow (I blame my bunkmate for possibly hitting the computer getting down from the upper bunk during the night) and it would not have been wise to use it for fear of flooding. Fortunately the dive boat had a good supply of non AI puck style computers to borrow for the 40 dives that followed. An email about the issue sent to Shearwater was quickly answered and they confirmed the decision not to use it but to return it to their Richmond, BC, head office upon my return.

After getting an RMA number, I dropped it off to their office on May 27th and then, on May 30th, received an email that it was ready. In spite of going well beyond the required repair (indeed almost a complete overhaul including a variety of new parts giving me a virtually new computer), Shearwater covered the repair at no cost...well past the normal two year warranty period.

Impressive to say the least and probably why Shearwater has such an impeccable reputation in the industry.
 
Bumping this thread to recognize Richard Morton of DIVE-Tronix, Shearwater's authorized service center in Snohomish, WA (USA).

I called to let him know my Perdix was en route but he was out.

He returned my call promptly and fostered a crisp, productive conversation.

Super excited my beloved Perdix will be back to me in short order - good as new!

Thank you, Shearwater, for making Richard part of the Shearwater network.

Although I expect great customer service in the US, it's not something I take for granted and I enjoy highlighting it when I come across it.
 
Wow!

DIVE-Tronix called to let me know they'd ship me a loander Perdix if I needed it.

Very grateful for the attention to detail and support to keeping divers underwater.

Although Shearwater makes this possible, I'm super impressed with DIVE-Tronix' diligence to make voice-to-voice contact to follow up on the repair and return timeline.
 
I do recognize that, when choosing a dive computer, there are many different criteria to factor in. Price, recreational or technical diving, wrist or console, air integrated or not and many more reasons. Different brands and types will certainly have their cheerleaders and rightfully so.

As an early adopter who has owned multiple types and brands of computers since their introduction, My cheerleading now is for Shearwater.

After the 3 Americans I was diving with in Honduras questioned my Canadian patriotism for not owning a Shearwater (that they all claimed it to be the best computer on the market) I purchased the Perdix 2 AI in the fall of 2019 for back to back trips to Truk and the Great Barrier Reef. I immediately became a fan for the functionality, the ease of navigation, the bright and full colour screen and the user replaceable batteries for both the computer and the transmitter.

My appreciation of Shearwater has now been greatly expanded. On a recent 13 day liveaboard in Thailand, one of the two piezo-electric buttons came detached somehow (I blame my bunkmate for possibly hitting the computer getting down from the upper bunk during the night) and it would not have been wise to use it for fear of flooding. Fortunately the dive boat had a good supply of non AI puck style computers to borrow for the 40 dives that followed. An email about the issue sent to Shearwater was quickly answered and they confirmed the decision not to use it but to return it to their Richmond, BC, head office upon my return.

After getting an RMA number, I dropped it off to their office on May 27th and then, on May 30th, received an email that it was ready. In spite of going well beyond the required repair (indeed almost a complete overhaul including a variety of new parts giving me a virtually new computer), Shearwater covered the repair at no cost...well past the normal two year warranty period.

Impressive to say the least and probably why Shearwater has such an impeccable reputation in the industry.

Wow.

I had the exact experience like you.
Purchased my Perdix AI in mid 2019.

One button just popped out one day in May of this year. No mishandling on my end. Always make sure to not bump my gear (mainly regs, camera, dive watch).

Shearwater via their UK agent took care of it no questions asked.
 

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