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Shearwater im not happy at all

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

  1. Bubblesong

    Bubblesong Marine Scientist

    # of Dives: 50 - 99
    Location: Massachusetts
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    Meanwhile, the short Canadian summer is passing by and this guy does not have his own computer to go diving with ...
    Maybe the local dive shop that sold you the Shearwater has a loaner computer you can use until your computer finds its way home?
     
    Last edited: Jul 6, 2017
  2. Marie13

    Marie13 Great Lakes Mermaid ScubaBoard Supporter

    # of Dives: 200 - 499
    Location: Great Lakes
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    Who says your backup has to be the exact same model as your primary? Backups are often less expensive, but still fully functional computers. My backup is a $200 computer. You have $1500 for a primary computer, you need a cheap backup.

    Your expectations are unreasonable. Five days likely means five business days, not five calendar days. This doesn't include weekends and holidays.

    I don't care what your native langauage is, but short paragraphs are your friend for more readable posts.
     
    tridacna likes this.
  3. Dive Cochran

    Dive Cochran Dive Equipment Manufacturer

    # of Dives: 5,000 - ∞
    Location: Richardson,TX
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    [



    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?[/QUOTE]

    StephaneD,
    Sorry to say but your issues are not with Shearwater but with UPS. Shearwater makes excellent products and have the BEST customer service in the diving industry.
    Unfortunately sometimes a unit or two slips through QA. Most divers don't have a clue how much stress and pressure is exerted on the case and lens during a dive.
    As the Sales Manager for another dive computer company I can assure that Shearwater is running every test and evaluating the issues with your computer so this doesn't happen again.

    I own 2 PERIDIX AI and they work flawlessly and I'm sure once this debacle is over with UPS you will be a happy diver with your new computer.
    Have a wonderful day
    Safe Diving
    John
     
    tridacna likes this.
  4. Bobby

    Bobby Dive Equipment Manufacturer

    # of Dives: I just don't log dives
    Location: Charleston, SC
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    StephaneD,
    First your English is far better than my French and thanks for being able to read my questionable English. :wink:
    As a dive customer I understand your point of view however I do believe your expectations are not realistic. As a manufacturer and a Shearwater (SW) customer I will say that SW goes well over and above with their customer service. I have fortunately had years of reliable performance with both of my SWs without a single issue. I have however had many discussions with them regarding possible improvements and they have always been responsive and open to customer input, I'm sure that they are listening to you through this thread, though your concerns IMHO should have been privately communicated with them on this particular matter.
    As others have stated you choose to go directly to the manufacturer, if you had first contacted the dealer you likely would have had your unit swapped out and the dealer would have resolved the problem with SW. What you need to understand is that when a manufacturer uses a dealer/distribution network the price to the dealer/distributor is considerably less as the dealer/distributor takes on partial responsibility in order to make a profit. When you go directly back to the manufacturer it is not reasonable to expect the manufacturer to pick up all of the shipping and other costs.
    From experience I can tell you that not all customers play fair. A small amount of people will do all they can to take advantage which forces us manufacturers to protect ourselves from very real fraud. They are doing everything they can, to provide excellent customer service, while not going broke. When a package is "lost by the shipper" it is a red flag for possible fraud. I understand that this is not your case however try to understand the situation from SW's perspective. UPS is a big company and they move a lot of packages every day. When something goes missing or is outside it's delivery window it can take a few days for UPS to sort it out and get back to the shipper. During that time SW is wondering if they have that rare occasion when someone is trying to take advantage of them. Remember they don't know you.
    No matter how good a manufacturer is and no matter how much quality control a company does there will be units that fail out of the box in the field. SW has an excellent reputation for their products, warranty, & customer service. I have a dive buddy that is very abusive on gear and does some extreme dives that has cost SW a good bit of money because they stand behind their product so well. Things happen and most of the manufacturers do everything they can to provide good or better customer customer service. We are people on the other end of the line and we don't have all the answers however most of us make our best effort.
    The last thing to know, as others have stated, that days in the business world are normal work week days, weekends and holidays are not counted. I just had a customer that had a problem with one of our products. They are on a dive trip and needed a replacement to get through the trip. I know this customer and had no issues shipping a loaner to get them through the trip however I have zero control over the holiday day that we had this week, which the customer understood.
     
  5. victorzamora

    victorzamora Solo Diver

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    I have had nothing but the worst experiences with FedEx. Multiple consecutive mistakes. At least the last 7 shipments via FedEx have been messed up. I've watched drivers drive past my house without attempting to deliver things I paid extra for expedited delivery of, I've had FedEx mark my package as "Gate Locked, couldn't get in".....I don't live in a gated community. I've had losses, failures to deliver, 1-week delays, etc. Several packages I've gone to the FedEx distribution office and picked up my package. @tbone1004 can testify to me leaving dinner one night in a rush to meet a FedEx driver after 3 consecutive days of trying to get a package delivered.

    UPS has had a nearly-100% success rate for me.
     
    BreeAbyss likes this.
  6. tbone1004

    tbone1004 ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: I'm a Fish!
    Location: Greenville, South Carolina, United States
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    @victorzamora that was a particularly annoying week wasn't it?

    I've had USPS lose/misplace/generally cock up 4 deliveries of packages in the last 3 weeks, included two that were quite valuable which is annoying. I've had less issues with UPS over all of them as well
     
  7. BreeAbyss

    BreeAbyss Nassau Grouper

    # of Dives: 200 - 499
    Location: Canada
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    I think a good lesson would be to go back to the place you bought it. You likely would have gotten a new computer the same day if you went back to the store and said "hey this is a lemon, just opened it up and doesn't work, Id like to exchange for a new one".
    Then the store would be able to send the lemon back to shearwater and worry about all that. That is normally an advantage of going through a dealer. Like let's say you bought a pair of jeans and there was a hole you noticed when you got home, you wouldn't send them to Levi factory, you'd go to the store.
    I do know some products have stickers that say send to manufacturer directly for warranty work but this wasn't warranty work, you could have gone to the store.
     
    OMANDIVER, doctormike and Coztick like this.
  8. Scared Silly

    Scared Silly Regular of the Pub

    # of Dives: 500 - 999
    Location: on the path to perdition
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    Something that has not been brought up is that with electronic devices that even with testing they fail. Fortunately if they are going to fail they fail early in their life.

    As for the OP I understand your frustration. But your are getting a series of back luck. That said given it died on the first dives going through the store would have been better.
     
  9. OMANDIVER

    OMANDIVER DIR Practitioner

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    Who Shearwater uses to subcontract delivery to is not the customers problem. It is Shearwaters problem. If they decide to use carrier pigeons to transport their goods, it is still Sheawaters problem and they should step in and sort it out.
     
  10. OMANDIVER

    OMANDIVER DIR Practitioner

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    Quite. The liability rests with the retailer, that is what they are there for.
     

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