Piss Poor Customer Service from Aqualung/Sunto

[ReefHound]

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'm having a hard time reconciling the two statements "The authorized dealer is the one who handled the whole situation" and "I ordered a new battery and when I opened up the case I found out that it was flooded".

The problem is that there is no way for anyone but you to know that the flood occurred before the battery replacement. And floods caused by improper battery installation are not covered. Sounds to me like they believe you tried to replace the battery, screwed it up and flooded the computer, and now want them to replace your computer.

I can see why they might believe that. You said nothing about the computer not working at all, just not syncing up half the time. I have a hard time seeing the computer working at all if it was flooded, even if the battery compartment is sealed off from the electronics. Have you tried drying it out and replacing the battery and seeing if it still works?

If you had truly let the shop handle the whole thing, and they were the ones who discovered the flood upon opening the battery hatch, their word may have carried more weight with Aqualung.

 

[knowone]

If you are successful in making people do things can you let me in on it.

 

[amnbowser]

There is always one in every post. The fact is that there product flooded my dealer tried to handle the problem and Aqualung would not cooperate. I will have the dealer send it in even though they are saying they will do nothing because of what was said in another post. I have had issues with other dive companies on various things princeton tech no problem mako spearguns no problem ikelite no problem. Now aqualung and it just so happens to be the most exspensive piece of gear I have and no go. The least they could have done was offer to replace it at cost but to just say we won't do anything is very disheartning.

For all of the nay sayers I suggest you read my post on spearboard. There is a couple of people who have had problems with them. But there is also a guy who had something happen with an oceanic and they were over the top helpfull sounds like aqualung needs to take note.

 

[Jax]

There is always one in every post. The fact is that there product flooded my dealer tried to handle the problem and Aqualung would not cooperate. I will have the dealer send it in even though they are saying they will do nothing because of what was said in another post. I have had issues with other dive companies on various things princeton tech no problem mako spearguns no problem ikelite no problem. Now aqualung and it just so happens to be the most exspensive piece of gear I have and no go. The least they could have done was offer to replace it at cost but to just say we won't do anything is very disheartning.

For all of the nay sayers I suggest you read my post on spearboard. There is a couple of people who have had problems with them. But there is also a guy who had something happen with an oceanic and they were over the top helpfull sounds like aqualung needs to take note.

Good for you!

I did mess up replacing my battery -- not the right tool, wrong o-ring so I put the old one back . . . and I flooded my transmitter. I took it to the ScubaPro Uwatec dealer - told them the truth, I screwed up, please repair. They told me they don't repair them, but would sell me a new one for half-price. Customer Service - AquaLung ought to learn it.

 

[knowone]

Blah blah blah blah blah.

 

[Jax]

Blah blah blah blah blah.

Stop being such a d***; she has the right to be annoyed and irritated by such poor support.

 

[amnbowser]

Thanks for the post Jax. Leasoned learned with all this said. People can be as negative as they want. But I gurantee you after reading this post most people will think twice about buying a sunto which was my goal. Even if it only affected one individual it could have been me before having this problem.

 

[HowardE]

Except you are blaming Suunto for something which they may know nothing about. His do you know your friends at the dive shop even called Suunto? ?

 

[redacted]

Except you are blaming Suunto for something which they may know nothing about. His do you know your friends at the dive shop even called Suunto? ?

A very good point. But the fact is that those authorized shops are representatives of the manufacturers in the customers eyes. So when they screw things up (or just lie) it reflects on the manufacturer. And, it is my experience, that the manufacturers (at least Scubapro) are pretty much uninterested in policing their retailer shops as long as they are moving merchandise IAW the dealer agreement.

 

[mike_s]

Except you are blaming Suunto for something which they may know nothing about. His do you know your friends at the dive shop even called Suunto? ?

A very good point. But the fact is that those authorized shops are representatives of the manufacturers in the customers eyes. So when they screw things up (or just lie) it reflects on the manufacturer. And, it is my experience, that the manufacturers (at least Scubapro) are pretty much uninterested in policing their retailer shops as long as they are moving merchandise IAW the dealer agreement.

One other possibility.

the LDS is on "credit hold" for ordering parts from Aqualung. (because they haven't paid their bill, etc).


if that's the case, then most likely Aqualung isn't going to ship them parts. (just like most of the other manufactures won't).