Poor drysuit service from LDS

[fireflock]

So let me get this straight. Medic13 needs to fight things out with the dive shop because White's isn't willing to lean on one of it's dealers in order to make sure that one of their customers gets a drysuit he already paid for? It's not Medic13's job to make sure that White's dealers are treating their customers properly. White's should be doing that.

There's a difference between getting poor customer service and an authorized dealer who takes a brand new suit in for alterations at the factory and hasn't returned it a year later. I can't understand for the life of me why White's isn't all over this.

Rich

 

[Scubamedicjoe]

NO I paid cash, that’s how I got it for a deal at time, but I the have the receipt wear it says paid in full, matter fact stated on there wear white’s had them redo measurements to be sent.
only thing that needed to be changed was the feet size was a 13 feet I wear a 10, and think whites was going to have them redo legs as they was little long but livable.
I got a copy of the original email at the time from white who told them to redo measurements for legs and the feet. Out of three lawyers all stated same open shut case.
I just want everyone to know I didn’t want to go this route at all. But enough is enough.

 

[divebri]

and in defense of White's (and let's make it clear I don't approve of their handling of this), their claim is apparently that they never received the suit from the LDS for alterations.

they never sent an RA to the LDS for them to return it, according to white's (at least in this thread). So if they didn't receive it, they can't do alterations on it.

That doesn't make them completely blameless. THEY picked the LDS to rep their products, if the LDS rips somebody off or FUBAR's something then White's should step up. Even if they gave this guy a drysuit free, what's the damage in the overall scheme of things? It would have been extremely effective goodwill, and would have a much more positive effect on the bottom line than stonewalling it, IMHO.

Medic 13, you have the patience of a saint. Obviously you didn't want it to go this far, but ya gotta do what ya gotta do. I'd have named white's in the suit as well. they have the money, the LDS doesn't sound like they have much if any. We're all rooting for you, pal. You are DEFINITELY the victim here, nothing to be sorry about (unless you shot at the LDS owner and missed )

 

[fireflock]

I understand that White's didn't get the suit back, and I also understand that they might be doing some things behind the scenes that we don't know about (I hope).

If I was at White's, at the very least I would ask medic13 to send a copy of some paperwork which hopefully has a serial number or something and then take that to the dealer to ask them for their side of the story.

I don't think White's did anything wrong with the suit. It's what they are not doing with their dealer that I can't understand.

Drysuits are a big purchase where service and the strength of the dealer can have a huge impact. I would think that maintaining the integrity of your dealer network would be a top priority. How hard would it be to have a White's rep pick up the phone, call the dealer to ask about the suit, and then either encourage the shop to contact the customer or get back to Medic13 themselves and let him know what the shop said?

It's ironic that an ad for White's drysuits shows up at the top of this thread (on my screen, anyway).

Rich

 

[Scubamedicjoe]

Well I was hopeful while back in Jan, when I did get email from white’s regional rep but that as far as it went as far as I can tell.
all I wanted was my suit or Money, They the dive shop and some blame to whites as they are there reps sent me to another dry suit dealer, I looked at several Like dive rite, diving concepts and DUI was a toss up from DUI, and diving concepts. In end DUI won and am tickled Pick in there suit. Was 5 weeks from order to in my hands?
So with that said if I end up with the suit back with out changes I am going to sell it. I won’t do business with white’s ever again sorry just too bad taste in my mouth.

 

[Gombessa]

Not sure where where the "hostage" thing comes in.

The CC company would refund the customer's money, the dealer could do whatever they want.

Terry

IIRC (and this thread started a while ago), the suit was brought in for service, not purchased. So yeah, the OP'd get his $100 back, but then the shop would still have his $1500 drysuit and would now feel entitled to not return it.

 

[fireflock]

IIRC (and this thread started a while ago), the suit was brought in for service, not purchased. So yeah, the OP'd get his $100 back, but then the shop would still have his $1500 drysuit and would now feel entitled to not return it.

I thought the suit was purchased new, but had the wrong size boots so it was sent back to get the boot sized changed before it was even used once.

I wouldn't feel the same way about the responsibility of White's if the suit was used for a while and then bought in for repairs.

edit - looking back in the thread, this is what I was thinking of

well since the suit had never been in the water or out of the store the legs was too long feet to big so they was to have whites fix same .

Rich

 

[fpsndiver]

I have a White's suit, and haven't experienced any such problems with my dealer or the company. I have been satisfied with the suit, and repair services at my LDS.

This whole situation seems to me to be the fault of the LDS, and not Whites. I do agree that Whites should be pressuring their dealer if they know this is an issue. To me, if White's really cares about their customers, then they will work to resolve this issue in some way.

I sure hope this gets worked out.

Tom

 

[divedry1956]

Good morning Joe,
I have dug up all history and paper work pertaining to this case. I would first like to confirm that Whites has not received or ever had this suit in for repair or alteration. I have also managed to get in touch with the LDS and located your suit. The suit is at the store available for pick up, anytime today as late as 6:00pm tonight. However according to the LDS none of the alterations you have asked for have been processed because they have been waiting for payment on the freight to ship it back to Whites. I will private message you with my personal cell phone number if you have any questions or concerns you can contact me direct. I also have the LDS owner’s cell phone number you can have to contact them direct in the event you are having trouble getting in touch with them during business hours.
Cheers,

Eric Keating
South East Regional Sales Manager

 

[fireflock]