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... support for my CooToo (edited)

Discussion in 'DiveNav' started by mainedvr, Jan 15, 2017.

  1. northernone

    northernone Great White Rest in Peace ScubaBoard Supporter

    # of Dives: 1,000 - 2,499
    Location: Currently: Cozumel, from Canada
    3,792
    3,407
    113
    As a potential customer I'm publically cautioning your censorship of customer feedback. Just because you have the power to edit a thread on the forum doesn't mean it's good for customer relations to silence unhappy customers or rewrite history in your favor.


    Not all reviews are 5 stars even if you disagree with them. But if you continue to delete and dismiss those who express they experience less than the service standard you wish to provide it builds distrust, isolates your faithful purchasers and stinks of censorship.

    Regards,
    Cameron
     
    gcarter, rmssetc, whysocold and 3 others like this.
  2. whysocold

    whysocold Solo Diver

    # of Dives: 500 - 999
    Location: California
    153
    35
    28
    DiveNav's phone number is 949-690-0915 but I found them unhelpful.

    Edit:
    I posted a thread Giving up on DiveNav on why I was giving up on DiveNav and they blocked me from replying to my own thread. How they handle criticism speaks volumes about the company.
     
    Last edited: Jun 29, 2017
    ltcmiller, Hatul, rmssetc and 4 others like this.
  3. ScubaSteve85

    ScubaSteve85 Barracuda

    # of Dives: 50 - 99
    Location: Astoria, NY
    285
    101
    28
    Agree 100%! I don't even have a dog in this race, but @DiveNav's incredibly oppressive "rules" of customer service, combined with their banning of OP from his original thread, and now editing of this title, has made me want to vigoriosly come to his defense.
     
  4. njdiverjoe

    njdiverjoe Nassau Grouper

    # of Dives: 200 - 499
    Location: NJ
    174
    61
    28
    Exactly, I am in the market for an O2 analyzer, and was planning on getting the cootoo. Now I find myself looking for an alternative...
     
    whysocold likes this.
  5. RayfromTX

    RayfromTX Student Of Gas Mixology Staff Member ScubaBoard Sponsor

    # of Dives: 200 - 499
    Location: Hill Country of Central TX
    7,766
    7,846
    113
    I'm copying my post from the other thread here.

    I and I'm sure many others have been sitting back and watching this thread develop. There is an old saying that the customer is always right. How can that possibly be? It's not true. They can be unreasonable and overly demanding and their expectations can be based on a fairy tale.

    None of that matters.

    In the real world there are two kinds of customers that matter, fanboys and haters. They both express their disbelief at how they've been treated. "I can't believe that Seven Cycles replaced my $4,000 dollar titanium bicycle frame 5 years and 40,000 miles after I bought it because of a crack that was probably caused by a mistake at the bike shop. I will never stop telling that story even on a Scuba discussion forum. They rock and I would never consider recommending any other company. I'm a fan even though my frame broke. You will hear it repeated about them online over and over. IT'S PRICED IN! You can't buy that kind of advertising and they're not going anywhere. There are examples of that kind of manufacturer on Scubaboard. I'm looking at you Shearwater, Deep6, DRIS and others.

    On the other side of the coin are manufacturers that see their customers as potential adversaries. "If we let one of them get away with forcing us to give in to their unreasonable demands, there'll be no end to what it might cost us." They draw a hard line and make their customers jump through hoops to get warranty service lest they go down the slippery slope of taking care of customers that abused their product or created the problem in some other way.

    The slippery slope that they should be worried about is the one where one or two unhappy customers become a mob of people that lose confidence in their company and spread the word that their company is not to be trusted. This is especially critical when the product is a magic box that is used to provide safety to the customer in some way. It may seem unfair that the customer has so much power over the business model. It almost seems like extortion. It's not. The mob can see through unreasonable demands regardless of which side they come from and if they see a company deserving of support they will step up to defend them. In the end it doesn't matter. Reputation is everything. Taking care of some undeserving customers is part of doing business and when you do it SMILE! You have to do it anyway. You might as well seem like a nice guy at the same time instead of a miserly old curmudgeon. You already spent the money to fix the problem it might as well become part of your positive image.

    Up to now I've been referencing Divenav in the third person because this stuff applies to all business but this last thing I'm addressing straight to you Divenav. You have a product that nobody else has in it's current form. I own one. I like it. I would never recommend it without telling this whole story which would not come off as a recommendation at all. You may think that you understand your business model and that your product doesn't have a real competitor. Your approach is going to fail. There are manufacturers that are watching and they see an opportunity to squeeze you out by creating a clone of your product in an improved version that avoids patent restrictions and they will have the business savvy to not treat their customer base as adversaries. You are good at creating a product. You are terrible at selling it. Get help with that part. Listen to them. Don't over rule them. The customer is always right. It's just the way it is and you're not going to change that.
     
  6. lowflyer

    lowflyer Divemaster ScubaBoard Supporter

    # of Dives: I just don't log dives
    Location: SW
    455
    356
    63
    I was one of the original posters in this thread, unhappy with this device and especially the customer service. In fairness I'll update my experience with DiveNav.
    Recently I decided to call the number that was given above by whysocold and got no call back. Then I emailed and within a couple of days got an answer from a lady. We had a few pleasant exchanges, and I decided to send my CooTwo in for new CO and O2 sensors and firmware update. I was given direction on how to ship it and got it back within a week. Aside from the cost, I was very pleased with the friendly interface I got in the email exchange and the efficiency of the service.
    I don't know whether other aspects of their customer service has improved, but if you want sensor service for your unit, email them.
     
  7. The Chairman

    The Chairman Chairman of the Board

    # of Dives: I just don't log dives
    Location: Cave Country!
    60,669
    29,031
    113
    Thanks... I'm about to have to do that.
     
    DiveNav likes this.
  8. DiveNav

    DiveNav ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 200 - 499
    Location: Southern California
    3,889
    489
    83
    Thank you for taking the time to write this.

    We do not provide support via phone.

    She is a very sweet and gentle person. Not like me.

    Thank You again.

    Please tell your friends about this
     
  9. lowflyer

    lowflyer Divemaster ScubaBoard Supporter

    # of Dives: I just don't log dives
    Location: SW
    455
    356
    63
    @DiveNav,

    Would do your business good to take a lesson from "the sweet and gentle person."
    Remembering back to the phone call I placed to your business, it was answered by a gruff recorded voice, partially unintelligible (accent of some sort?), that left an option to leave a message. At the least, your recorded message could instruct callers who want product support to email instead of waiting for a callback.

    I would point out that the link you provide above gives no information on how to actually go about getting the CO service. Even getting to the point of putting it in the basket for checkout doesn't explain what will happen next. People might hesitate paying before knowing how the service will be provided.

    My suggestion to people wanting service: don't do anything, including a frustrating search of the website for guidance, before emailing the " sweet and gentle person." BTW, she was that.
     
    undrwater likes this.
  10. thirdparty

    thirdparty DIR Practitioner

    # of Dives: 200 - 499
    Location: USA
    28
    7
    3
    I emailed their "customer.service@divenav.com" in early 2017 and a few times after with no response. Finally, I got an email from "am@divenav.com" that the "customer.service@divenav.com" is not longer used because of spam and to use "customer.service@divenav.com" as the "new" customer support email address.

    Yes, you read that right, the same email.

    Kafkaesque. And, still no customer service, and, before the email spam filter is blamed, there was no field in which to put the security phrase offered on the website. Mas Kafkaesque.
     

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