Piss Poor Customer Service from Aqualung/Sunto

[amnbowser]

So I bought a sunto vyper air about a year ago. I bought it from an authorized retailer paid way to much for it. I started having problems with my transmitter it would work only about half the time. I ordered a new battery and when I opened up the case I found out that it was flooded. I took it back to the dealer and had them call sunto. I was told from Aqualung/Sunto that they would not replace it they didn't even offer to sell me another one at a reduced price. I can say that this is the worst customer service that I have ever recieved from a dive manufacture since I started diving. I will not make this mistake again ever. In fact I think I will sell my reg set.

 

[jar546]

Did you try to have the authorized dealer handle the situation from the beginning before you decided it was a battery problem?

 

[amnbowser]

The authorized dealer is the one who handled the whole situation. I am fairly good friends with the individuals at the dive shop. But I don't feel that it is the dive shops responsability to stand up for Suntos/Aqualungs product.

 

[eelpout]

Was your computer sent to Aqualung? I would suggest asking them why it was not covered by the warranty. I am including their list of things that are covered by the warranty. I personally have had very good experiences with Aqaulung.


**Dive Computers and Electronic Instruments - 30 Day Satisfaction Guarantee
Five Year Limited Warranty (Pro-rated)
Covered:
• Unit will function as prescribed in the Owner’s Manual.
• Flooding (except for incorrect battery hatch installation).
• LCD display (unless there is damage caused by shock or abuse).
Not covered:
• Computers damaged by leaking batteries (except when new, out of the box).
• Low or dead batteries (except when unit is new, out of the box).
• Shock or abuse.
• Use of unauthorized battery, gel or wiring.
• Cracked housing.
• Cracked LCD screen.
• User error.
• Cross-threaded battery caps.

 

[amnbowser]

The shop was told that they would not replace or do anything with it because it was over six months old. It clearly was flooded but this happened before anything was done with the battery. In fact when the battery was being replaced is when the problem was identified as being flooded. Pure and simple this product flooded without anyone ever putting a screw driver on it or anything else I hadn't even removed the sensor from my first stage since I had bought the reg set new. I own a legend regulator. I won't be buying another aqualung product ever. I was satisfied until now.

 

[Scott]

Try calling the folks at Chicago's Premier PADI 5-Star Training Facility. Underseas Scuba Center offers PADI Adventure Diver courses and certification, plus equipment sales and rental for Villa Park, Lombard, Addison, Oak Brook, Elmhurst, Hinsdale, Naperville, Glen Ellyn, Wh (630) 833-8383 and talk with them about what happened. When Sunnto get's a PDC that is broken, those are the folks they send it to. Be prepared with purchase date and the serial number off the computer.

I don't recall the Vyper Air being advertised as having a user changeable batteries or not, that may be your warranty problem right there.

 

[theduckguru]

The authorized dealer is the one who handled the whole situation. I am fairly good friends with the individuals at the dive shop. But I don't feel that it is the dive shops responsability to stand up for Suntos/Aqualungs product.[/QUOTE]

Right there was your first mistake. You bought the over priced equipment from them, make them stand behind the products they sell and make the situation right. They have more leverage with S/A than you do. You should add your "friends" to your no buy list if they can't get this situation corrected to your satisfaction.

 

[jar546]

I own the same computer and have had no problems. Another dive buddy of mine has had his for 2 years and a few months ago there was a problem with the transmitter similar to what you are describing.

He took it back to the shop and the shop simply sent it out to Suunto. It was repaired and returned at no cost as the dealer works closely with his vendors.

Sounds like a shop problem that became yours.

 

[HowardE]

The authorized dealer is the one who handled the whole situation. I am fairly good friends with the individuals at the dive shop. But I don't feel that it is the dive shops responsability to stand up for Suntos/Aqualungs product.

If this is the case then why did you pay too much? If you didn't want them (your "friends") to handle it then why did you let them?

With all of this in question... are they truly an authorized dealer? Have You actually called aqua lung customer service?

 

[amnbowser]

They are truely an authorized dealer. But after reading another one of these post I will go back and make them send it in. I have had mine way under two years so this is very disturbing to know that they fixed it for your friend.