BrianV
Contributor
I just got back from The Bahamas and called Princeton Tec regarding getting a replacement part for my light.
Forward: I arrived to the hotel in The Bahamas and began unpacking my dive bag to go diving. When I went into my bag's accessory pocket I noticed it was REALLY warm. I pulled the light out (Princeton Tec Shockwave II 8C) and discovered it was on (bulb was still on). I turned it off and noticed the lens was completely warped. The light worked, just the lens was warped.
Needless to say, I didn't dive with the light on that trip, I took my 4C Princeton Tec backup light instead.
Fast Forward: I called Princeton Tec and explained what happened. It was my fault because I didn't put the safety lock on. I told them I'd prefer not to buy a whole new light and wanted to just buy the lens. PS - the lens is a screw on type and includes a rubber piece. He said, sure we can get you another one. I believe his name was Jason, but needless to say, he took my name and address. I then asked how much will it cost, and he said, "Don't worry, no charge!"
Well, I'm thoroughly impressed. Considering that the light really wasn't that expensive (I think I paid $50 on sale or something), and considering it was user error (admitted), I was astonished that not only did they not charge me, but they shipped it for free as well.
I like the light and am actually looking to upgrade, and I think they just earned my repeat business; it's tough to find customer service like that. They never even asked when/where I bought it (although it's less than a year old).
Just thought I'd share this feedback with you since people are quick to complain these days (I know since I work for a product manufacturer), and typically slow to praise good service.
-Brian
Forward: I arrived to the hotel in The Bahamas and began unpacking my dive bag to go diving. When I went into my bag's accessory pocket I noticed it was REALLY warm. I pulled the light out (Princeton Tec Shockwave II 8C) and discovered it was on (bulb was still on). I turned it off and noticed the lens was completely warped. The light worked, just the lens was warped.
Needless to say, I didn't dive with the light on that trip, I took my 4C Princeton Tec backup light instead.
Fast Forward: I called Princeton Tec and explained what happened. It was my fault because I didn't put the safety lock on. I told them I'd prefer not to buy a whole new light and wanted to just buy the lens. PS - the lens is a screw on type and includes a rubber piece. He said, sure we can get you another one. I believe his name was Jason, but needless to say, he took my name and address. I then asked how much will it cost, and he said, "Don't worry, no charge!"
Well, I'm thoroughly impressed. Considering that the light really wasn't that expensive (I think I paid $50 on sale or something), and considering it was user error (admitted), I was astonished that not only did they not charge me, but they shipped it for free as well.
I like the light and am actually looking to upgrade, and I think they just earned my repeat business; it's tough to find customer service like that. They never even asked when/where I bought it (although it's less than a year old).
Just thought I'd share this feedback with you since people are quick to complain these days (I know since I work for a product manufacturer), and typically slow to praise good service.
-Brian
