Poor drysuit service from LDS

[UnderSeaBumbleBee]

I am looking for a drysuit. Will be interested to see how this plays out.

I used to be the customer service manager for a mfg--not a dive product. When one of our dealers messed up or a customer had a problem, I had the authority to make it right for the customer and work outside of the dealer if need be. My first course of action was to work it out through the dealer. If that didn't happen, I could take matters into my own hands and solve the problem directly. The buck stopped with me. It was my job to manage the reputation of the company with regard to customer service. If stores wanted to carry our product, they had to also work with us on customer service.

Every product or store will have problems--they just will and that is all there is to it. It is the manner in which you solve problems that reveals your character.

 

[fireflock]

It was my job to manage the reputation of the company with regard to customer service.

That's the way I see it too. If a company is proud of the way that a dealer is representing them, the dealer should be handling the problem. Once the dealer starts doing things that are not representative of the service you expect dealers to provide, it's time for the manufacturer to step in and make it right. Helping your customer out is doing the right thing, but it also makes a ton of sense from a business perspective.

I think White's is trying to do the right thing now. I hope it works out.

Rich

 

[Scubamedicjoe]

This is very true! Yes, ultimately the dive shop was the main culprit in this however way I see it the manufacture, which is white’s is that is being, represented by the dive shop. So actually many are watching this to see how it plays out. My wife will not let me go to shop anymore. This in turn has made me go to other shops some 65 miles away.
Therefore, last year they have lost all my customer dealings. This year I bought a DUI TLS350 sign suit with extra zip seals and under garments, two steel tanks, dive right Back plate and harness, my other two tanks hydro and VIP, through another store. In addition, dove off the coast of North Carolina 8 times this last summer booking my own, I did not go with the shop to Cozumel, with the shop this year because of all this mess. Therefore, ultimately the shops lost out because piss poor decision and customer service.

 

[UnderSeaBumbleBee]

Therefore, last year they have lost all my customer dealings.

Money spends anywhere you take it!

I look forward to your posts in the on going online vs LDS threads. I think you will be able to make some excellent points when the LDSers say that in order to get great customer service you only have one choice and that is the LDS.

You might think about taking a video camera along when you go to get your suit. Might make some nice youtube footage.

 

[Scubamedicjoe]

Ok the entire suit in my hands.
Dirty with mud as they let another diver use it this winter to check a car that had went in river to make sure none was in it, so washed it appears to be no leaks, tears other than dirty, seals still uncut, boots man they was muddy so washed them best I could, Richard was very apologetic, saying they are really in debt ect ect ect. But the pisser is why did carol lie to me repeatly, all they had to say we don't have money to send off, which when I paid it off, I told them I would pay shipping. Carol told my wife and me.
Said to wait. So now I have to see how bad I going to get robbed by white’s to have the legs and shoe replaced to fit me. I fill you in more after I talk to Eric the southeast regional manger.

 

[scubadale]

So instead of your brand new suit that needed alterations you got a USED suit that needs alterations???? I hope your attorney is still working on this.


Edited: I am glad that you at least have the suit in your hands and it wasn't a total loss.

 

[fireflock]

and they didn't even bother to clean the mud off (they knew you were coming).

That's just crazy. At least you have the suit.

 

[Hank658]

Dirty with mud as they let another diver use it this winter to check a car that had went in river to make sure none was in it, so washed it appears to be no leaks, tears other than dirty, seals still uncut, boots man they was muddy so washed them best I could.

Hoo boy! I have been following this thread since the beginning, but I did not see this part coming!! At this point I would hope that the suit could be altered, and then maybe, oh I don't know, cleaned, before being sent back to you. Considering the situation I hope that the reps from White's will help you out with the cost. It's not their fault that the LDS sent this suit out with someone else, but maybe they can offer you some consideration for all the hoops that you have been going through. If not the LDS certainly should!!

Best of luck and keep on posting!

 

[Scubamedicjoe]

Ok Talked to whites service to be honest they was good as Gold, they are taking care of this so with all said Whites is standing behind there suit and there service. So given this I can say lets see how this goes and move on.

 

[Hank658]

I hope 'taking care of it' means that everything is going to work out in your favor when this is all finally complete.