chris.evans
Contributor
I just wanted to say that before writing this, I repeatedly contacted the customer service departments in Asia and Europe and followed any instructions given. I have been a loyal Sea&Sea customer for many years, but *never* had any issues with the equipment: now that I have: Customer service is a bit of a nightmare.
While in Lembeh, I had three YS-01's fail on me. One had a capacitor swell and blow (both compartments are bone dry), the other two had battery compartments flood: one on my wet bench in front of me, and the other in a rinse tank. Without pressure, it seems the battery doors can be a bit problematic. (No other gear on this trip flooded, multiple lights, housings, etc.. I maintain my o-rings and gear.
My flooded stobes were working ok after cleaning, but were a bit spotty at depth, turning off at times, I rinsed them by hand and blew the door area out with a compressor after every dive: no more floods happened, but I still wanted them serviced.
After calling and mailing Sea&Sea in Asia, I tried harder at my next stop: Europe. There seems not to be a Sea&Sea Europe, as their site puts you into contact with the service dept of AquaLung!
At least the AquaLung Customer Service replied! I spoke with Maja M, explained her the problems with each device and it's purchase date, also that I needed the devices for an upcoming trip (Dec 10th)! She told me to send them in to the service department in Singen Germany for repair.
Awesome! Stuff was in motion, and it seems they agree that these are hardware issues they will cover with service! Or so I thought, I now receive the strobes back, with no work done, and a note in German that my friend translates to "You must send your strobes to us through your Aqualung Retailer"
But I bought the strobes from three different retailers in three different countries!
So.. to recap, after contacting Sea&Sea Asia, I got nothing, then after contacting Aqualung at an address that Sea&Sea posts on it's own website and mailing my strobes to the address as I was instructed, they come back, telling me that I need to contact my RETAIL STORE of purchase.
Why do they have a Customer Service dept if any inquiry must be made through the retailer of purchase?
I have a dive trip planned in three weeks, and am just writing this as a last ditch effort for any kind of help, I hope that someone from Sea&Sea respond, as I assume there's something lost in translation above, also as you outsource customer service to other companies, maybe some process is wrong. And I assume that most people don't buy three strobes from different retailers in different countries. My next dive location is High Springs Florida, I will be in Florida for a month, maybe there is a service center near that location?
I am giving you guys the benefit of the doubt, but from my current experience, if I have to replace this gear, it's not going to be with Sea&Sea.
While in Lembeh, I had three YS-01's fail on me. One had a capacitor swell and blow (both compartments are bone dry), the other two had battery compartments flood: one on my wet bench in front of me, and the other in a rinse tank. Without pressure, it seems the battery doors can be a bit problematic. (No other gear on this trip flooded, multiple lights, housings, etc.. I maintain my o-rings and gear.
My flooded stobes were working ok after cleaning, but were a bit spotty at depth, turning off at times, I rinsed them by hand and blew the door area out with a compressor after every dive: no more floods happened, but I still wanted them serviced.
After calling and mailing Sea&Sea in Asia, I tried harder at my next stop: Europe. There seems not to be a Sea&Sea Europe, as their site puts you into contact with the service dept of AquaLung!
At least the AquaLung Customer Service replied! I spoke with Maja M, explained her the problems with each device and it's purchase date, also that I needed the devices for an upcoming trip (Dec 10th)! She told me to send them in to the service department in Singen Germany for repair.
Awesome! Stuff was in motion, and it seems they agree that these are hardware issues they will cover with service! Or so I thought, I now receive the strobes back, with no work done, and a note in German that my friend translates to "You must send your strobes to us through your Aqualung Retailer"
But I bought the strobes from three different retailers in three different countries!
So.. to recap, after contacting Sea&Sea Asia, I got nothing, then after contacting Aqualung at an address that Sea&Sea posts on it's own website and mailing my strobes to the address as I was instructed, they come back, telling me that I need to contact my RETAIL STORE of purchase.
Why do they have a Customer Service dept if any inquiry must be made through the retailer of purchase?
I have a dive trip planned in three weeks, and am just writing this as a last ditch effort for any kind of help, I hope that someone from Sea&Sea respond, as I assume there's something lost in translation above, also as you outsource customer service to other companies, maybe some process is wrong. And I assume that most people don't buy three strobes from different retailers in different countries. My next dive location is High Springs Florida, I will be in Florida for a month, maybe there is a service center near that location?
I am giving you guys the benefit of the doubt, but from my current experience, if I have to replace this gear, it's not going to be with Sea&Sea.