Fusion; original suspender replacement.

[Kern]

Quote cut from another thread.

Hello,

There has been alot of comments about the Fusion suspenders coming apart. It is true that on the original Fusions we used a type of suspender that wasn't as durable as we would have liked. We have since switched suppliers and the new suspenders feature neoprene shoulder straps, and the neoprene backplate. They are very durable and comfortable.

Cheers,

Justin

That's good to hear.

So to organise a warranty replacement for mine would it be possible to deal directly with Whites. Not that I have any problems dealing with my not so local dive shop. It just seems so wasteful in time & resources to send them from the east coast of Australia to the mid west of the USA, then on to the west coast of Canada & then do it all again in reverse.

 

[djcheburashka]

Is the suspender replacement available now under warranty/through dealers?

 

[skdvr]

I would suspect that will everyone having suspender problems that Whites will step up and make it right... Hopefully we will hear back soon...

Phil

 

[DiveJedi]

Good Day divers, we are aware that there have been a couple of concerned divers regarding our suspender systems. For those that are not aware, there are 2 versions currently on the market, both have a neoprene "kidney warmer", one has elastic straps, the other has webbing. Here are some pictures:

Old system with elastic: Click here to see a larger version

New system (with webbing): Click here to see a larger version

We decided to discontinue the elastic ones, we now stock the only the webbed ones.

According to our warranty:
"All standard Whites drysuits are covered by a two year warranty offered to the original purchaser on workmanship with a one year warranty on materials. Whites offers a three seam Warranty on all drysuits with Whites Seam Fusion Technology (welded tape seams). Warranty is limited to the repair or replacement of Whites products at our option. Drysuits purchased for rental carry a One year warranty on materials and workmanship. All above warranties do not cover damage caused by excessive or abusive wear and tear, fading, misuse or negligence. This warranty is invalid if unauthorized repairs have been carried out. Tailor made drysuits and wet suits are covered for 30 days on fit. Drysuits used for professional or commercial use are covered under warranty for 30 days. Repairs or alterations not covered by warranty will be billed to the customer. Factory seconds and clearance suits sold at a discount carry no warranty. Drysuit zippers and seals are exempt from warranty."

The issues described fall under materials, so we are giving concerned divers 2 options:

1. You are concerned that your suspenders should be covered under warranty:
You can go into your local Whites dealership with your proof of purchase within the last year, return your suspenders and your dealer can get them replaced. The only thing we require is a photo of the damaged suspenders.

2. You are not sure if your suspenders are covered under warranty, its been longer than a year, or you just want the new ones because they are easy to work with.

Contact Whites at whitesale@whitesdiving.com or call the number below with the following information, requesting new suspenders:

Name
Complete Address
Phone#
Credit card # (you may want to call that in - 250-652-8554 ext 237) Visa or MC only.

We will ship it to your doorstep for a cost of $25US to cover shipping and handling (from Canada).

I hope this meets your satisfaction,

Until the next dive,
Tyler

 

[DiveJedi]

I just want to clarify.....this is NOT a recall, it is an upgrade.

Until the Next Dive,
Tyler

 

[Kern]

The issues described fall under materials, so we are giving concerned divers 2 options:

1. You are concerned that your suspenders should be covered under warranty:
You can go into your local Whites dealership with your proof of purchase within the last year, return your suspenders and your dealer can get them replaced. The only thing we require is a photo of the damaged suspenders.

I never had any doubts it was a warranty issue. If any part of the suit falls apart because it's not up to normal usage it should be covered under warranty. As my local Whites dealer is in the Midwest US & I'm on the East coast of Australia I'm not going to waste Mikes' money or time sending these things all over the world. I think that should be Whites responsibility.

2. You are not sure if your suspenders are covered under warranty, its been longer than a year, or you just want the new ones because they are easy to work with.

We will ship it to your doorstep for a cost of $25US to cover shipping and handling (from Canada).

They're falling apart, so covered by warranty, it's been less than a year, I certainly hope they're easier to work with, as in they don't fall apart when you use them.

So I'll save Mike the time & money & contact the number supplied, pay my AU$35-40 to replace these soon to be unserviceable ones I have & have the new ones sent to my door.

I hope this meets your satisfaction,

Until the next dive,
Tyler

hmmm

 

[Kern]

I just want to clarify.....this is NOT a recall, it is an upgrade.

Until the Next Dive,
Tyler

No, it's a warranty issue. If they weren't falling apart I wouldn't have started this thread, I wouldn't be calling you when I get back from Sydney on Monday week & I wouldn't be paying another AU$35-40 to just upgrade anything.

 

[skdvr]

It is plainly stated in their warranty that workmanship is covered for a year and I understand that. I am glad that Whites is going to replace the bad suspenders. I do however think that in this day in age of the internet and people buying from shops that are not right down the street that for something like this Whites should be able to accept a pic from an individual and get their Warranty replacement. Hopefully Whites will be able to work with you Kern, as there is no reason that you should have to pay for something that is covered under warranty. If it was not for the internet and shops like DRIS, you and lots of other people around the world that do not have a Whites LDS right down the street would not on the Fusion.

I also agree that it is not an upgrade but "replacement under warranty". Not a recall either because it is not a safety issue.

Like I said I am glad to see Whites step up and get a known problem fixed, I just hope that they can work with folks like Kern to better resolve the issue...

Phil

 

[bryanmc57]

Looks pretty simple to me...
1. If your suit is under warranty and your suspenders fail they fix it for free.
2. If your suit is out of warranty or if you just have to have the latest and greatest, White's will set you up for $25

Kern: YOURS is a warranty issue, not everyones is a warranty issue, that's all Tyler was saying. You might try contacting Tyler via pm or email and explain your particular shipping situation. I'm sure they'll work with you on it. Like you email a pic to Mike, he sends in the warranty claim and White's ships directly to you.

This really isn't a recall as I'm sure not all suspenders are having trouble, it's a warranty issue or an upgrade depending on circumstance.

 

[Kern]

That's right bryanmac, MINE is a warranty issue, that is obvious to ME & anyone else having this problem. That's why I came into the Whites forum to ask MY question instead of going into one of the general forums to have a discussion about it. I started this thread in the Whites forum with a simple, straightforward & specific question. Yes we will & this is how we'll go about it, or no we won't, was all that was required.

Instead of answering my question, Tyler has used this as an opportunity to spin the facts. Justins original statement of "lots of comments about the Fusion suspenders coming apart", becomes "there have been a couple of concerned divers regarding our suspender systems"; "it is true that on the original Fusion's we used a type of suspender that wasn't as durable as we would have liked" becomes "we decided to discontinue the elastic ones", (just for fun apparently).

No bryanmac, Tyler didn't say "Like you email a pic to Mike, he sends in the warranty claim and White's ships directly to you", he said, you return you suspenders to your dealer to get them replaced under warranty. The dealer is obviously supposed to take photos, get them to Whites & bear any costs involved in the transaction. He then said if its not a warranty issue you could contact Whites direct, pay C$25 for shipping & get your upgrade.

As I don't want to waste a lot of time or be without the use of the suit while my original & replacement suspenders fly all over the world I'v decided to swallow the cost because I'm more interested in diving than dealing with spin doctors.

Also bryanmac, since I bought my fusion last April I'v tried emailing & PMing Whites several times without ever receiving a response to any of them. They most certainly didn't answer my specific question in this thread & I'm the OP. So I'v given up on any form of internet contact with Whites. I hope they answer their phones when I call.