Friday, 2 September 2016

CUSTOMER SERVICE – THE GOOD, THE BAD, AND THE INDIFFERENT

CUSTOMER SERVICE – THE GOOD, THE BAD, AND THE INDIFFERENT

After recent experiences I thought it was time a wrote an article on customer service, and how important it is in the diving industry. 

Everyone knows how important customer service is, and how good or bad reviews can effect a business, but this is of particular importance in the diving industry.  Your website can be as flashy as you want, but if you take a look at any one of the diving forums, or on one of the diving related Facebook groups, and you’ll see that word of mouth is king.  Therefore, customer service can either make or break you.

In some of my other blogs and Facebook I’ve mentioned customer service, especially when it’s been excellent, however sometimes this can get lost among lots of other posts.  Therefore, I’ve decided to create an ongoing blog explaining when I’ve received customer service; whether it’s been good, bad, or indifferent.

THE GOOD
I don’t yet own an Otter drysuit but my next suit will probably be an Otter.  From a number of recommendations and first hand witness, their suits and service from JJ is outstanding.

Faultless customer service and excellent products.

When I had an issue with my gloves (link) Peter and Martin couldn’t have done more to resolve it.

I’ve had a number of issues with my suit; mostly user error and some due to dry glove issues (link and link).  At every step O’Three have gone above and beyond what I would class as normal customer service.  Their suits are also great.

I’ll be honest and say that once upon a time I wasn’t a fan and publically stated so.  Not from experience but because I listened to others.  I was wrong, and I’ve said so on forums where I previously said otherwise.  Great lights and service by Anna.  When my kit was stolen (link) it was Light-for-Me torches that would be replacing my Halcyon.

Cool, calm, level headed, and a great mentor.  Enough said.

The best inland diving centre in the UK hands down.


Undoubtedly John is the friendliest man in the diving industry, who’s more than happy to chat over the phone to ensure you get exactly what you need.  Not afraid of producing custom products of which I’ve had a few.

Without a doubt the friendliest dive shop in Ipswich.  Nothing is too much trouble.

THE BAD
A few years ago now, but £20 to repair a drysuit boot leak (blob of Aquasure inside and out) and a dive computer broken whilst on a battery replacement (not their fault apparently).  As much as I hate to say this, I was not impressed.

Probably the UK importer as opposed to the parent company, but 4 months after sending my Xen in for repair, I’ve still not heard anything back.  Luckily I have a spare.  It’s a shame as the Xen is an amazing piece of equipment.  To be continued….

Currently at 6 months and waiting with no contact from Liquivision or the UK importer....  I’ve finally contacted Liquivision and they say (according to the serial number) they’ve not received it.

Now at 10 months.  I heard from a third party last month, who is also in a similar situation, that replacements are being sent to the UK importer, but I’ve not heard or received anything.  And I’m still down a Xen with no proof that Liquivision have it, or have even seen it. 

Finally, at 12 months, I hear back and it’s not covered under warranty and I’ve been offered an upgrade for £325.  Needless to say I’ll not be taking it up as the screen should not have failed after 3 years.

THE INDIFFERENT
Excellent products and towards the military excellent service (especially with equipment donation to support injured soldiers), however recently I was quoted £150 to calibrate a sensor which I could have done myself with £10’s worth of gas.  And that was after a 3 week wait.  And when the sensor was returned to me it was missing parts.  I’ll put this down to a one off.

RECTOTEC
Hopefully this article may have been beneficial.  If you like any of the articles I’ve written, then why not say so in a review.

The boring bit!
All opinions expressed in my articles are my own and may differ to other instructor’s and agency guidelines; by no means are they wrong and I would not wish to disrepute any of them.  This article is for information only and should not replace proper training.

Safe diving!

Timothy Gort
BSAC, PADI & SDI/TDI diver training
l Mob: 07968148261 l Email: tim@rectotec.co.uk l