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Shearwater im not happy at all

Discussion in 'Shearwater Research' started by StephaneD, Jul 5, 2017.

  1. StephaneD

    StephaneD Angel Fish

    here is my experience on my recent purchase of a Perdix AI

    15 june i bought a brand new peridix AI what i toughs to be the best computer on the market from a canadian company who i toughs was also has the best customer service.

    So 17-18 jun i dive with it on on the second dive 85 feet the unit shut off

    so i decide to end my dive at 40 feet the unit get back on. back home i email sheawater be inform i need to send unit back and pay for shipping.. fist flag for me this unit is brand new should not have to pay but i ship overnight 40$ you receive unit on 22 jun. told me 5 day turn around so i should have a computer soon…. 28 i email them to know what up.

    Response from seawater « We found an issue with the LCD. We are in the process of repairing your unit.
    We’ll get back to you with the tracking information once it ships out to you, should be today or tomorrow. Thanks.
    Regards »

    so i call right away not really want a repair unit and want a new unit they been good say yes we will ship you a new unit overnight.

    30 june no unit so i send a email what going on?

    response on only 4 juin i got « Hello Stephane,

    I’m sorry to hear that your experience with Shearwater has not been satisfactory. We have replaced your unit with a brand new one due to it not operating as expected.

    This is the tracking # with UPS: xxxxxxxx

    I’ve just tracked it and it’s showing in transit. There was a note on Friday saying that there had been a delay due to operating conditions.

    I have just called UPS to ask about your package’s whereabouts. UPS is asking if you have received the unit? Their system is showing that it is in transit but hasn’t been updated since Friday and they would like me to confirm with you before proceeding.

    We want to ensure that you have a computer as soon as possible so will be working on making sure it gets to you.


    So we are 5 july UPS lost my replacement they are opening and investigation and now i have to wait,

    Shearwater im NOT a happy diver here YOU should send me a unit NOW and deal with YOUR shipper why give me all those hassle?
  2. guruboy

    guruboy Divemaster ScubaBoard Supporter

    Bummer your computer had issues. But that's what warranty is for, right?

    Shearwater took a few days to respond to you but sounds like a UPS issue to me.

    What did Shearwater say about the lost package? Or is this your first contact after filing lost package with UPS?
    Last edited: Jul 5, 2017
    noj3333 and shoredivr like this.
  3. rongoodman

    rongoodman ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 200 - 499
    Location: Albany, NY
    You're mad at Shearwater because UPS lost your shipment?
    Kenkel79, joe10540, noj3333 and 7 others like this.
  4. kelemvor

    kelemvor Big Fleshy Monster ScubaBoard Supporter

    # of Dives: 100 - 199
    Location: Largo, FL USA
    As far as shipping goes, the shipper (on the return) is shearwater's responsibility in my mind. If shearwater chose UPS and UPS lost it, it's shearwater's problem.

    That said, if it's a new computer why deal with the manufacturer at all? Normal procedure for a defective piece of electronics is return it to the retailer for a refund or replacement. Brick & Mortar shop? Online Store? They all do returns pretty much the same. You could have avoided this by dealing with the retailer. Unless it's more than 30 days old or the store you bought from has shoddy return policies. If the former, then it's on you.. this would be expected repairs for a not brand new piece of electronics. If it's the latter, then publish the name of the store and make a note not to shop there again.
    AlexL, shoredivr and Joneill like this.
  5. Joneill

    Joneill Loggerhead Turtle

    # of Dives: 100 - 199
    Location: New Jersey, USA
    From what you've posted, I'm not sure what your issue with Shearwater is? All products can have defects and they not only would have fixed it, but are providing a brand new replacement unit at your request. Sh_t happens and it is really not Shearwate's fault that UPS seems to have lost the replacement shipment - but it sounds like they are working to resolve the issues and get you your unit quicky - what more do you want them to do?

    The only item I agree with is that you should not have pay for shipping to return a brand newly purchased, defective unit. Did you buy it from Shearwater directly or from a dealer? If a dealer, why did you not just go back to the dealer and have them swap it out?
  6. Wookie

    Wookie Secret Field Agent ScubaBoard Business Sponsor

    Seems like excellent customer service to me. Perhaps your expectations of the response times of human beings is a little too much.
    Filed under *meh*- First world problems.
  7. Wookie

    Wookie Secret Field Agent ScubaBoard Business Sponsor

    As far as I know, Shearwater vigorously protects their dealer network. I don't think anyone can buy direct.
  8. Joneill

    Joneill Loggerhead Turtle

    # of Dives: 100 - 199
    Location: New Jersey, USA
    That's what I thought, but the OP made it sound like he bought from Shearwater? Likely just a language thing - but not sure why they are dealing with Shearwater directly and not the dealer they purcahsed from as Kelemvor indicated too?

    In any event, expectations seems way off and unfair to Shearwater - unfortunately, this "I need instant gratification or I'll post bad things about you online" attitiude seems to be quite pervasive in society these days...
  9. BreeAbyss

    BreeAbyss Nassau Grouper

    # of Dives: 200 - 499
    Location: Canada
    It probably shows in transit because this past weekend was a long weekend for both Canada and the US ( not sure where are located). I have something coming through UPS right now and it's been showing as in transit and not updated since last Friday. I'm not worried because it was a big holiday weekend.
    Did UPS actually say they lost their shipment? Maybe it is still in transit because of holiday? This isn't Shearwater's fault
  10. Lorenzoid

    Lorenzoid idling in neutral buoyancy

    # of Dives: 500 - 999
    Location: Atlanta, USA
    I bet UPS finds it in the next few days, and it continues on its way to you. It's rare for UPS to lose track of a package, but it happens.

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