Whites Fusion SLT/SiTech cuff ring modification step-by-with pictures

[Aqua-Andy]

Was my experience too with both Aqualung and Whites, I gave up on both.

Same here. When I first purchased my Fusion I had an issue with it and tried contacting Whites. When I finally got in touch with someone I was told they do not deal with the end user and only deal with dive shops. When I had no help from the selling dealer I contacted Whites again and was reminded to contact my local Whites dealer. The issue here is they take very good care of there customers, they just don't feel that we (as in the end user) are there customers. I have not purchased a Whites or Aqualung product since. If Whites does not want to think of me as a customer I will happily oblige them.

 

[divedry1956]

Same here. When I first purchased my Fusion I had an issue with it and tried contacting Whites. When I finally got in touch with someone I was told they do not deal with the end user and only deal with dive shops. When I had no help from the selling dealer I contacted Whites again and was reminded to contact my local Whites dealer. The issue here is they take very good care of there customers, they just don't feel that we (as in the end user) are there customers. I have not purchased a Whites or Aqualung product since. If Whites does not want to think of me as a customer I will happily oblige them.

Good morning Aqua -Andy,
Our inside sales specialist are more than happy to address questions and support from all inquiring customers, dealers, and including end users. Although Whites is not setup for sales and parts support to individuals but to authorized dealers only we are able to answer questions and offer support. Whites does heavly rely on our dealer network such as Mike @ Dive Right In and Scuba, for support at the retail level, with sales of product, parts and repairs as well being they are a regional repair facility that can conduct more than basic repairs on suits.
We are excited to have you apart of the Fusion family, and understand that you are our customer, I will be sure to reiterate this to all members of our inside sales team and I apologize on Whites behalf if you felt you were treated otherwise.

Eric

 

[amilling]

Well, I think it's another problem that are causing the wrinkles on the inside of the sleeve. I just did Andy's modification to my Bullet today and I noticed, that when you invert the PU ring in Andy's first step (to remove the tape), the sleeve is actually sitting nicely and correct with no wrinkles. So the problem is not the heating and the press machine, the problem occur when you turn the cuff back in it's correct position. You simply reduce the circumference of the cuff when turning the outside inside and hence the wrinkles that are so annoying, especially because of the stiff tape.

I understand why Whites chose to attach the sleeve on the inside of the ring, because it creates a smooth path from the sleeve into the ring. But in order to avoid the wrinkles, they would have to change their production process and in fact attach the sleeves from the inside of the ring, without turning the ring inside out first. It's probably a more complex process, but if that can't be done, then they should do it like Aqua-Andy has shown us.

BTW, I wrote Aqualung two weeks ago about this problem and no reply. I wrote Whites and several individual members of the management a week ago and still no reply. I have to say that I am very very disappointed in their complete lack of customer attention. I love my Bullet, but I am no longer recommending it to others.

Well, in all fairness, I have to give credit to Whites. I have now been contacted by their Brand Manager, who has spend considerable time listening to and understanding my concerns. As it turns out, Whites have already solved the issues with the bunching of material, by installing the dryCore sleeve material closer to your hand in the cuff ring, so that's all good news. I love my Fusion Bullet and I now feel that I have the support from Whites that I was looking for before. With the new attachment location and the attention I have received over the past week, Whites have shown that they care about their end-user customers and act on our concerns. At the end of the day, the Fusion is like no other drysuit on the market and I wouldn't be without it, nice to see that Whites do care.

 

[Aqua-Andy]

That's great! Maybe they have changed there ways in the past two years.

 

[buddhasummer]

That's great! Maybe they have changed there ways in the past two years.

Must have been in the last six months I had no joy end of last year. I emailed using contact form several times and posted in their forum but never received a reply. My friend bought a Whites as they are the only name brand drysuits easily available over here, it's pretty funny to watch him get into it but in honesty it does seem to have gotten easier. Week before last he tore a wrist seal has the SLT system installed, we changed out seal on the beach in about 10 minutes. I think it could have been done even faster but we had to think about it a little. I was impressed. Maybe next suit I'll re visit Whites.

---------- Post added April 12th, 2014 at 10:15 PM ----------

FWIW Santi have the same "policy" as far as dealing with customers direct and first time I contacted them was told so. However, as Whites posted above, they will still answer questions etc. I understand manufacturers want end user customers to go through dealers but sometimes clarification is needed and there are some instances when it's best to go direct to the horses mouth.