Piss Poor Customer Service from Aqualung/Sunto

[HowardE]

Pack the whole thing up. Write a NICE letter explaining the situation. Don't be frustrated.. Send it over to Aqualung's Service Department and wait for a reply. Include a copy of your original receipt. They are pretty responsive.

I would think that a phone call first would yield better results. Just mailing in something with a letter may not have the desired effect.

I think the OP should call Aqua Lung's customer service department, and not bother with his "friends" at his LDS anymore with this problem. I am not convinced that his LDS actually called Aqua Lung at all regarding this situation. I would bet that if the OP called, and asked customer service to see if there's a record of his "case" (meaning: did his LDS in fact call in) - there wouldn't be. Just my guess...

 

[JS1scuba]

I would think that a phone call first would yield better results. Just mailing in something with a letter may not have the desired effect.

I think the OP should call Aqua Lung's customer service department, and not bother with his "friends" at his LDS anymore with this problem. I am not convinced that his LDS actually called Aqua Lung at all regarding this situation. I would bet that if the OP called, and asked customer service to see if there's a record of his "case" (meaning: did his LDS in fact call in) - there wouldn't be. Just my guess...

Phone calls get messy. There will be too much emotion flying around from the OP and in the end what we are looking for is a definitive reply. The unit will need to be sent in anyway. Keep the letter short and to the point and don't be snerty. Service people dislike snerty.

I seriously doubt is there is a "case" on record there without the actual unit. On top of it it's seriously doubtful that A/L will discuss any dealer discussions with a consumer. Now I will tell you that as a dealer I have called in situations like this and have been told yes it is / or no it's not and we take it from there. But this situation is a bit different as the customer does not want to go back to the dealer.

Cheers
JDS

 

[HowardE]

Phone calls get messy. There will be too much emotion flying around from the OP and in the end what we are looking for is a definitive reply. The unit will need to be sent in anyway. Keep the letter short and to the point and don't be snerty. Service people dislike snerty.

I seriously doubt is there is a "case" on record there without the actual unit. On top of it it's seriously doubtful that A/L will discuss any dealer discussions with a consumer. Now I will tell you that as a dealer I have called in situations like this and have been told yes it is / or no it's not and we take it from there. But this situation is a bit different as the customer does not want to go back to the dealer.

Cheers
JDS

I think you are wrong on both of your accounts. 1) The customer wants to go to the dealer. The customer is reluctant to contact Aqua Lung.

You are entitled to your opinion here, but I don't think its a good idea to send in product that is unexpected by the manufacturer. (Without an RMA). I Think in the end this will cause more heartache and frustration for the OP; when Aqua Lung returns the item unrepaired because there was no RMA.

 

[Scott L]

I think you are wrong on both of your accounts. 1) The customer wants to go to the dealer. The customer is reluctant to contact Aqua Lung.

You are entitled to your opinion here, but I don't think its a good idea to send in product that is unexpected by the manufacturer. (Without an RMA). I Think in the end this will cause more heartache and frustration for the OP; when Aqua Lung returns the item unrepaired because there was no RMA.

The OP has hit a brick wall. Joel is offering the only other option which may be successful. It's worth a try IMO. A calm, respectful but frustrated letter forwarded along with the damaged part has a 50% chance of success in my estimation...

 

[HowardE]

The OP has hit a brick wall. Joel is offering the only other option which may be successful. It's worth a try IMO. A calm, respectful but frustrated letter forwarded along with the damaged part has a 50% chance of success in my estimation...

Brick wall? All he did was go to his LDS. He's been offered several valid suggestions. The least likely of success is sending in an in RMA'd package. I'll try to call customer service myself to ask.

 

[Scott L]

Brick wall? All he did was go to his LDS. He's been offered several valid suggestions. The least likely of success is sending in an in RMA'd package. I'll try to call customer service myself to ask.

Post #23 indicates the OP called Suunto and is beyond frustrated. I am sticking with the brick wall assessment.

 

[HowardE]

Post #23 indicates the OP called Suunto and is beyond frustrated. I am sticking with the brick wall assessment.

And I am sticking with you are totally wrong. SUUNTO USA does not support dive watches... Aqua Lung does. Calling them is his only recourse.

And I will call aqua lung in a few hours when they open

 

[Scott L]

And I am sticking with you are totally wrong. SUUNTO USA does not support dive watches... Aqua Lung does. Calling them is his only recourse.

And I will call aqua lung in a few hours when they open

You are correct, Aqua Lung is the distributor. Good luck. Give us a report later on...

 

[HowardE]

According to customer service. The person should call in and receive an RMA for the product. Returns are not accepted without RMA's.

I'm sorry that the OP made a series of poor choices that made him frustrated, but his desperate attempt to take the wrong actions has landed him in a mess of frustrations. As I said a long time ago... he shouldn't have put continued stock in his LDS when they obviously didn't want to help him. Contacting Suunto was also the wrong choice, since they don't support dive products in the USA, and Aqua Lung does. Now he's clearly placing blame on Aqua Lung, when they are completely out of this loop unless he goes ahead and involves them (even though he swears his LDS called them, but there is no evidence to support that claim by them). I hope that he does contact Aqua Lung, and reports on his progress.