Crush
Contributor
It is my tendency to complain when I am slighted by poor service. In order to be fair I should also praise someone when they extend me good service. I'd like to commend Scubatoys.com for good service.
I live in Canada. Vendors such as Scubatoys will ship to Canada, but the shipping costs are quite high. A few months ago I ordered a bunch of gear from Scubatoys and had it shipped to a receiving house in Montana. I drove to Montana (about 3 hours each way) to pick up my gear. Unfortunately the quick-disconnect power inflator hose on my new wing leaked when not connected into the inflator. I called Scubatoys and they said they would replace or repair it - so far, so good. I shipped just the hose to them from Canada as the single item was cheap enough to ship. Now the problems begin...
In a phone conversation with them I asked if they would ship the hose or replacement to my home in Canada (i.e., not to Montana). They said they would. When I shipped the hose I attached to it a description of the problem, my name, full mailing address in Canada, my phone number and my email address. To be fair I did not explicitly write that I wanted the hose shipped to Canada. After repairing or replacing the hose they must have looked up my original order and shipped the hose to Montana! Now, I really didn't feel like driving six hours to pick up a $30 item (just a guess on the price). "That is why you should deal with your LDS" someone will post.
I emailed Scubatoys to sort out the problem. The next day they apologized for "their error" (I see it as a cumulative error where both Scubatoys and I contributed) and said that they had already shipped a replacement hose to my home as of earlier that day.
To my mind, that was good service. As is happens, I will be buying some more gear (a few hundred $$ worth) soon and I know who will get my return business.
I live in Canada. Vendors such as Scubatoys will ship to Canada, but the shipping costs are quite high. A few months ago I ordered a bunch of gear from Scubatoys and had it shipped to a receiving house in Montana. I drove to Montana (about 3 hours each way) to pick up my gear. Unfortunately the quick-disconnect power inflator hose on my new wing leaked when not connected into the inflator. I called Scubatoys and they said they would replace or repair it - so far, so good. I shipped just the hose to them from Canada as the single item was cheap enough to ship. Now the problems begin...
In a phone conversation with them I asked if they would ship the hose or replacement to my home in Canada (i.e., not to Montana). They said they would. When I shipped the hose I attached to it a description of the problem, my name, full mailing address in Canada, my phone number and my email address. To be fair I did not explicitly write that I wanted the hose shipped to Canada. After repairing or replacing the hose they must have looked up my original order and shipped the hose to Montana! Now, I really didn't feel like driving six hours to pick up a $30 item (just a guess on the price). "That is why you should deal with your LDS" someone will post.
I emailed Scubatoys to sort out the problem. The next day they apologized for "their error" (I see it as a cumulative error where both Scubatoys and I contributed) and said that they had already shipped a replacement hose to my home as of earlier that day.
To my mind, that was good service. As is happens, I will be buying some more gear (a few hundred $$ worth) soon and I know who will get my return business.