I have a similar experience here with the service center for Europe in the Netherlands:
Question - Does anyone have a good line to Shearwater?
Sent in two computers over the course of a few days through my LDS.
First one is a Perdix AI (bought in 2018, only 150 dives, well taken care of, not a mark on it) that suddenly acted up. Most probably the pressure sensor is the culprit. DC displays a depth of 1.4 meters when sitting on the couch in the living room, while dive time keeps adding up.
The second one is my wife's Teric. The battery is draining rapidly. This is a little less old, cosmetically well used but working 100%. The Teric only needed a battery exchange. (Cost quoted on RMA form @ €150,=)
After a week I received word from my LDS. He was notified that the Perdix AI has been diagnosed as a total loss. The pressure sensor is faulty.
This sensor is hard wired to the main board. New mainboards are no longer available as the AI is EOL. An upgrade to a Perdix 2 Ti was offered at a substantial price. A bitter pil, but understandable considering the EOL status. (However, one could expect a premium divecomputer to last longer than 7 years/150 dives.)
A few days later my LDS called again. My wife was notified that, after installing a new battery, the mainboard displayed errors (battery overheating among others). Therefore the mainboard needed to be exchanged. (Cost an additional €145,=, also the battery exchange price was upped to €165,=) She called the Service Center and spoke to the service engineer. He told her the errors were discovered during the final checks. He is unable to check for mainboard errors before exchanging the battery.
I'm not a service engineer, but this last part sounds strange to my ears. One can always enter a service menu, right? Doesn't one assess the status of an item before actually starting the work?
I'm guessing something was messed up during the battery exchange, which then caused the errors.
If that is the case, I don't think my wife should be the one paying for the new main board?
I have emailed Shearwater last friday (may 23rd 2025) about the above, and am currently still awaiting a reply. So far not even an (automated) receipt acknowledgement.
Question - Does anyone have a good line to Shearwater?
Sent in two computers over the course of a few days through my LDS.
First one is a Perdix AI (bought in 2018, only 150 dives, well taken care of, not a mark on it) that suddenly acted up. Most probably the pressure sensor is the culprit. DC displays a depth of 1.4 meters when sitting on the couch in the living room, while dive time keeps adding up.
The second one is my wife's Teric. The battery is draining rapidly. This is a little less old, cosmetically well used but working 100%. The Teric only needed a battery exchange. (Cost quoted on RMA form @ €150,=)
After a week I received word from my LDS. He was notified that the Perdix AI has been diagnosed as a total loss. The pressure sensor is faulty.
This sensor is hard wired to the main board. New mainboards are no longer available as the AI is EOL. An upgrade to a Perdix 2 Ti was offered at a substantial price. A bitter pil, but understandable considering the EOL status. (However, one could expect a premium divecomputer to last longer than 7 years/150 dives.)
A few days later my LDS called again. My wife was notified that, after installing a new battery, the mainboard displayed errors (battery overheating among others). Therefore the mainboard needed to be exchanged. (Cost an additional €145,=, also the battery exchange price was upped to €165,=) She called the Service Center and spoke to the service engineer. He told her the errors were discovered during the final checks. He is unable to check for mainboard errors before exchanging the battery.
I'm not a service engineer, but this last part sounds strange to my ears. One can always enter a service menu, right? Doesn't one assess the status of an item before actually starting the work?
I'm guessing something was messed up during the battery exchange, which then caused the errors.
If that is the case, I don't think my wife should be the one paying for the new main board?
I have emailed Shearwater last friday (may 23rd 2025) about the above, and am currently still awaiting a reply. So far not even an (automated) receipt acknowledgement.
