On-Line vs. LDS - LDS Lost Round #1

[Drewski]

Hi All:

I'd thought I share something of interest that happened at one of my LDS's recently, in comparison to a recent experience with DiveRite Express of Florida. First, I'm not going to identify the LDS. I'm still trying to establish a GOOD relationship with them and I won't base a FINAL impression on them by only one incident. That said, here's the deal.

I had an OLD Luxfer 40 CF pony (1987) in my garage I decided to put back in service. I needed a hydro, VIP, neck test, O2 cleaning and new valve. For some reason I'm attached to this tank and I just like it (don't ask). So, I took it to the LDS on a Friday and dropped it off. Long story short, 2 weeks later on a Friday it was "finally ready." I didn't mind them taking 2 weeks, I just wish they wouldn't say "one week," then "tomorrow," then "it's next in line" then "this afternoon" all during the second week. I had also asked for a Thermo Pro 200 valve for the replacement (all my valves are Thermo).

Anyway, when I got there it was done. When they brought it out, it had an old OMS K valve on it (DIN) that had been in the display case previously. Obviously, I mentioned that I didn't want that valve, I wanted a Thermo valve. The guy that was helping me said "what's a Thermo valve? I don't think we sell them," as he's standing in front of 10 Worthington cylinders with the exact same valve on them. Mind you, I've already purchased 4 Worthington LPs from these guys, one set doubled, the other with H's, all with Thermo valves. Eventually the owner got involved and ended up pulling a Thermo valve off one of the new Worthingtons. He charged me $69.95 for the valve (I can get the same valve for $30 at one on-line store), total cost for getting the tank serviced, $126. I asked him if that price was "a little high," but he said, "sorry, that's what I got to charge you." OK.....

During the same time frame, I placed an order with DiveRite Express. I've purchased other things from them before and although some of their prices are a little higher, they have a HUGE inventory and usually ship very quickly. I placed my order Friday and for whatever reason decided to pay by PayPal. By the following Thursday morning I still hadn't seen a tracking number which was very unusual for them. I wrote a short e-mail asking where my package was and got one back saying that my payment had just cleared yesterday (Wednesday) and they were shipping today (Thursday). Huh?

Checking the records, I saw the payment processed Friday and funds were transferred from my bank Monday. AH HAAA, I thought, I have a shot at their "Next Day or 1/2 Off Guarantee!" I won't bore you with the e-mail I sent them (it was detailed and polite), but here's what I got back:

Now THAT'S customer service. Over the last year, I probably have $700 in purchases from DiveRite Express and more than $3,000 from my LDS. In fact, the weekend before I picked up the pony bottle, I bought 2 wetsuits from the LDS (a semi-dry 7mm and a 3mm) for my girls, from the SAME guy who said "what's a Thermo valve?"

And you LDS guys want to know why you are losing business.... :shakehead

*** SIGH ***

 

[redacted]

I don't understand. Tell us again why you paid $70 for a $30 valve.

 

[hlsooner]

Dive Rite Express / Fill Express is the best. They are a fantastic LDS in addition to being a premier online vendor.

 

[Thalassamania]

40 CF pony in my garage I decided to put back in service. I needed a hydro, VIP, neck test, O2 cleaning and new valve. For some reason I'm attached to this tank and I just like it (don't ask). So, I took it to the LDS on a Friday and dropped it off. Long story short, 2 weeks later on a Friday it was "finally ready." I didn't mind them taking 2 weeks, I just wish they wouldn't say "one week," then "tomorrow," then "it's next in line" then "this afternoon" all during the second week. I had also asked for a Thermo Pro 200 valve for the replacement (all my valves are Thermo).

$178.95 new from ScubaToys

 

[diverdan214]

see also:

I'm attached to this tank and I just like it (don't ask)

 

[RonFrank]

Adding insult to injury.

Most LDS's outsource Hydro's. In our area I can take my tank to a hydro facility, and get one done for $10~15. A hydro includes a vis. They MUST do one prior to the Hydro to make sure the tank is in visibly good shape before stressing it. For those that don't know, when they hydo a tank, they put it under stress. A 3000psi tank is put under pressure at 5000psi.

In any event, LDS's usually charge $30~40 for a hydro and vis which they then just hand off to a facility that will charge them $10 or less depending upon their relationship with the facility.

Why even use the LDS? If you get the hydro done yourself, the LDS will still charge you $20+ for a Vis EVEN though a Hydo includes one....Huh? So it makes no sense to go to the trouble of getting the hydro done independently as in the long run, you will pay as much or more for a hydro and then a separate vis.

So that $56 *service* that they performed likely cost them $15, maybe less. Then after screwing you on the valve they say they can not BUDGE on the price?

People think these guys are your Friends? :shakehead

This is a good ol' boys attitude, and their only Friend is the mighty dollar! :no

Funny how Divers want to establish a *good relationship* with the LDS. Shouldn't it be the other way around?

 

[Dr. Bones]

Adding insult to injury.

Most LDS's outsource Hydro's. In our area I can take my tank to a hydro facility, and get one done for $10~15. A hydro includes a vis. They MUST do one prior to the Hydro to make sure the tank is in visibly good shape before stressing it. For those that don't know, when they hydo a tank, they put it under stress. A 3000psi tank is put under pressure at 5000psi.

In any event, LDS's usually charge $30~40 for a hydro and vis which they then just hand off to a facility that will charge them $10 or less depending upon their relationship with the facility.

Why even use the LDS? If you get the hydro done yourself, the LDS will still charge you $20+ for a Vis EVEN though a Hydo includes one....Huh? So it makes no sense to go to the trouble of getting the hydro done independently as in the long run, you will pay as much or more for a hydro and then a separate vis.

So that $56 *service* that they performed likely cost them $15, maybe less. Then after screwing you on the valve they say they can not BUDGE on the price?

People think these guys are your Friends? :shakehead

This is a good ol' boys attitude, and their only Friend is the mighty dollar! :no

Funny how Divers want to establish a *good relationship* with the LDS. Shouldn't it be the other way around?

Exactly!

I'm in customer service and a long term relationship is more important than getting that extra $30. We' re in a period of disinflation (don't mention deflation...Politics has banned that word...) and all businesses must learn to adapt to the customer and the changing market.

The joke is Put Another Dollar In...but what happens when the dollar dries up for certain LDS's? I'd much rather deal in person and form a relationship but not at a exorbitant price! How about recomending a jacket BCD to someone who is interested in tech from the start and recommending AL-80 tanks for a first tank purchase when most dives were going to be 80-100ft! I had to upgrade within 6 months! Why not sit down and discuss the long term savings, by making better purchases? (I was already AOW, not fresh out of school so don't flame me:mooner: )


SIDE NOTE: does dive rite express still get full warranty coverage? You know the warnings out there...

 

[ReefHound]

I don't understand. Tell us again why you paid $70 for a $30 valve.

Sounds like another naive attempt to "support" the LDS and establish a "relationship". But it also sounds like he's wising up.

 

[ReefHound]

Why even use the LDS? If you get the hydro done yourself, the LDS will still charge you $20+ for a Vis EVEN though a Hydo includes one....Huh? So it makes no sense to go to the trouble of getting the hydro done independently as in the long run, you will pay as much or more for a hydro and then a separate vis.

Does the hydro facility put a VIP sticker on it? If so, just use a manifold or equalizer and add some air. If not, you gotta have the sticker but there are places that charge less than $20.

 

[b1draper]

I have more or less the same problem with the dive shops in my town too. Well, I'll clearify that. There's one shop that has prices into the stratosphere and the other is a lot more reasonable. The one that's a lot more reasonable is also more flexable on the pricing. If you can show them where you can get something cleaper than what they're selling they'll usually either come off the price a little or match the online store. In some cases they'll order it from the place that you found and get it into the store to help maintain the relationship.

My rule is I'll usually buy from the LDS if the price is less than double what I can get an item for online (for cheap things). For example if the item is 8.95 online and it's $17.00 in the LDS I'll pay it because that's usually what the shipping would have cost me. But if the item is $230.00 online I would plan to pay upto $250 in the store past that I either buy online or have the store order it. If the store orders it they'd tack on a little for themselves and they may or may not charge me shipping.