Shearwater im not happy at all

[kelemvor]

Not when they aren't a Diagnostic/Repair facility....

What if it turned out to be a simple fix, or the re-seller, who doesn't really know the unit perceives it is working fine by some stroke of luck, and diver gets hurt using it without full diagnostics? What if he hands out a new one on his own accord, only to find there was a simple fix, and now there is a used computer... who eats that? Seems the entire path has been correct, timing has been "awkward", and there really isn't an issue at all as the unit is being replaced....

If an LDS doesn't offer any kind of customer service, then there is no reason to buy from that LDS. We all know online prices are almost always better...

The LDS should take the broken computer, give the customer a refund or a new one from LDS stock. Then the LDS can deal with the manufacturer or distributor on the replacement unit themselves. That's how it works in any other kind of store you buy anything from.

Alternatively, the customer could take it to the credit card company who would vigorously pursue the refund with the retailer on the customer's behalf... If it's a reputable retailer, it shouldn't have to come to that.