Scubadon64,
Good question I will try to answer each question the best I can. However, if you have other specific questions please feel free to contact me directly
1. Can the firmware/software be updated without rebuilding the computer? Yes, some units, such as the OC1 computer, can be updated by the using Oceanlog software. Older units, such as the Atom 2.0 and Geo, can be done at the dealer level. These units do not hold the firmware in memory before it is over-written and if firmware update is not done properly the unit will require a Full Service and Calibration to reprogram it. Old units, such as the Veo 250 which have been in production since 2003, need to be sent to the factory for an annual service or full service and calibration.
2. Since there were new levels of firmware, please provide a list of defects which were fixed in each firmware level. It's a common practice for hardware manufactures to document the contents of new firmware levels in a readme.txt file when they release new levels.
They are available, just update an OC1. You are required to acknowledge the changes before you proceed. Improvements which have been made on the other are found with their firmware update program, and will take me time to consolidate.
3. Why is the original warranty only good for two years?
Any product you purchase (whether a dive computer or a bed) has the cost of support tacked onto the purchase price. Thus extending the warranty of a unit would increase the cost of the product. With a failure rate of under 2% the vast majority of Veo 250 owners will never need to return their computer a Full Service and Calibration, and we do not feel the need to charge our customers unnecessarily. We cover the units against manufacturing defective in materials or craftsmanship. Most products that are going to fail to defective in material or craftsmanship will do so during or shortly after the first use, but certainly within the 2 year warranty period. Dive computers are no different that PC or cell phones. We purchase chips and other components from same manufacturers as the major cell phone and PC manufacturers, and as with all of these components environmental conditions (mainly heat) play a big role in the longevity of these parts. We only use high quality parts, and when cared for properly they should last many years. It is never our intention to deny warranty where it is deserved, and as can be see by multiple post we stand behind our products. Yes, we do require proof purchased to establish that the unit was purchased through our authorized dealer network, as well as the service history (when it is required).
4. If the rebuilt modules are using new sub-components and go through rigorous QC process, then why is service warranty not at least 2 years like the new warranty? This would lead one to believe the rebuilt units are not as good as new units. Basically for the same reasons as stated above. It comes down to cost, and parts availability for products out of production. Parts to build/repair 100 units cost quite a bit more to purchase than the same component bought in higher quantities for production. I believe that the rebuilt units are the same quality, if not better than new units, due the extra attention the units receive, and I personally have only dove rebuilt units since I hired and have never had an issue.
5. What is the Full calibration process and why does it take up to 90 days? The same reason it takes 90~180 days to build a new products: Pelagic is a manufacturing center, not a repair department. Production time needs to be scheduled, and components need to be ordered. It takes time to analyzes the returns, disassemble and test the subassemblies, re-manufacture and QC the final product. Pelagic is an OEM manufacturer, and while they produce instrumentation for many companies worldwide, they support all of their customers equally. I cannot push my returns in front of (say) Oceanic Germany, or another company they OEM for (much to my dismay, because my customer (you) truly are more important).
6. Has there been any updates to the cable to resolve the issue with the pin alignment described above?
No, Depending on which boot the computer is installed you may need to angle the interface cable slightly (>5°) towards the face of the unit. By doing so you can reliably download the computer 100% of the time.
7. Why was I told my module had a hardware failure before Oceanic even took the time to look test the module?
When we take a call we only have a few moments to decide if the unit is malfunctioning, or if is it operator error. If by this brief conversation it is sounds as though the piece of equipment is not functioning properly we must recommend that the unit be return for a full service and calibration. For nearly forty years Oceanic has been producing life support equipment, and we must ensure that every piece of equipment we produce or service meets the same standard. This is why we do not offer partial repairs on any piece of equipment. We must ensure that every malfunction, known or unknown, is correct before the items leaves our facility. This for the safety of our customer, and due to the enormous liability inherent when manufacturing or servicing life support equipment.
8. If Oceanic has so few computers returned for repairs, why not just give customer new replacement computers rather than trying to rebuild old ones especially if they are charging $120 for the rebuilt computers.
Cost. Even with the cost of labor to analyze the returns, disassemble and test the subassemblies, and re-manufacture and QC the final product, the cost saved by not purchasing the subassemblies make it economically viable to service the unit. Also, if we simply replace defective computers instead of repairing them, once production of models such as the Veo 250 ceases we would be forced to stop supporting the product. This is as unacceptable for our customers as it is for us. Whether the repair is done at no charge as a warranty or as a non-warranty service, it costs us to service the units.
9. You mentioned your team devotes most of your time to answering phones and processing returns. This sounds like you have a full time job just trying to keep up with the call volume for service related issues. If you don't have any quality related issues, then why are is your team booked full time just answering the phone and processing returns? Are you under staffed?
Yes, it is a full time job providing support to all of our customers. We handle all the support for Oceanic, AERIS, and Hollis, and I feel that the direct phone interaction with our customers is one of most important priorities. When a customer (dealer or consumer) calls with a question or issue I never want them to be holding in the phone queue for more than 2 minutes. Nor should anyone ever feel the need to leave a voicemail, unless it is after business hours. Yes, noontime tends to see the heaviest volume of calls, and of course that is when we are staffed at our lowest levels because of lunch. However, we do our best to hold true to our mission of offering superior service. Are we understaffed? Well, quite frankly what manager wouldnt want an extra staff member or two to help out? I would love to have additional help as much as anybody, but the salaries for that staff has to come from somewhere, which would mean price increases. I am blessed everyday to have the staff that I have. Each and every person who works for me is simply amazing. The work ethic, accuracy, and grace under pressure in which they handle every inquiry and return is second to none.
10. Typically what type of hardware failure is most common?
Now, thats a loaded question, kind of like my when my wife asks if her pants make her look fat. In the last 11 years Ive seen returns for everything from computer being used as dog chew toys to fire damage, to operator error to computers with legitimate defects. People get upset when their computers flash an error message and shuts down after failing the activation calibration. What most customers dont understand is that the computer is designed to deactivate if a problem is found during initialization as a safety feature. Analog instruments do not care if they are out of calibration. They will let you dive 20 deeper than displayed, at 500psi less than actual tank pressure. While there is no one specific error message that comes to mind as the main reason for the majority of returns, manufacturing is constantly scrutinizing the return analysis data for patterns, and when a pattern is identified the engineers immediately move to find and correct it.
11. There were multiple people posting issues which were similar but not exactly the same and I don't think all of the issues were related to the Veo 250 computer. Your response above sounds like it only addressed my initial issue? Is this true, or can the "bad" battery cause different symptoms?
Absolutely, my personal Pro Plus computer started doing a dive on the surface once after I changed the battery. I pulled the battery out, and didnt replace the battery in time for the hot swap, and I put the battery into computer when it was in a low power state. Its an electronic device, and it freaked out due to the surge of power. I pulled the battery back out for 15 minutes to let the unit completely de-power, and it has worked fine ever since. Again, dive computers are sensitive electronic devices, no different than a PC, except that they are designed to be taken into a hostile saltwater environment at extreme pressure.
12. In cars, typically the greatest load is placed on a battery when the car is started. I would assume the same is true for the computer. When the computer first starts up is goes through a diagnostic mode first. Is this not the time when the load it the greatest?
Yes, depending on which unit we are talking about it will pull 6uA~20uA when asleep. When the unit is active it pulls 47uA~700uA, but when the backlight it on, audible alarms are going off, or the unit is downloading the unit pulls 5mA~8mA. During activation all of the above is happening putting a huge load on the battery, thus our requirement for the battery to be pulse load capable. This is so it can quickly rebound from these enormous demands. Generic, defective, or old batteries can not handle the load, and may cause the unit to simply shut off.
13. I've had many car batteries "load" tested over the years. This process usually requires the car battery to first to be charged and then to be placed under a "load" and then messure how quickly the battery returns to a "normal" state. Since these button batteries can not be recharged, it seems like it would be a bit difficult to test the load. What are you using to load test these button batteries, and have you contacted the manufacture concerning defective batteries?
Production actually uses a fairly expensive battery tester, but you could do the same basic test using a 375 ohm resistor.
