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

Otter

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.

Apeks

Faultless customer service and excellent products.

Kubi via Max Show

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

O’Three

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.

Light-for-Me

I’ll be honest and say that once upon a time I wasn’t a fan and publicly 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.

Mark Powell

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

Vobster Quay

The best inland diving centre in the UK hands down.

Dive Signs

Linky.

Kent Tooling

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.

Galaxsea Divers

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

AP Diving

Faultless customer service and excellent products.  Especially during COVID-19 where Martin and the gang designed the SCUBA TO MEDICAL O2 - ADAPTOR & FLOW RESTRICTOR and offered both the product and the technical drawings (to allow mass production) to the dive community for free.

THE BAD

Diveline

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.

Liquivision

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

Analox

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

THE IMPORTANCE OF INSURANCE

Some of my followers may know that at the end of September, this year I was unfortunate enough to get my car broken into and over £10,000’s worth of kit was stolen.  Luckily the story has a happy ending as most of the equipment ended up being recovered and my insurance paid out for the remainder, but more of that later.  By reading this article hopefully some of you will be able to learn from my mistakes and become a little bit wiser regarding the way that you look at your equipment and the way you choose your insurance.  So, if the worst was to ever happen you know you’re covered.

Is there anything I can do to ensure the speedy recovery of my equipment?

·     Inventory all of your equipment.  Prior to the theft, I had the majority of my equipment inventoried, and this included small items that could get overlooked such as p-clips tied onto a hose, replacement fixed d-ring on a harness rather than a free to move one, ID stickers etc… Despite this, there were still items I had purchased but not added to my list.  Providing a list of stolen equipment to the police and insurance company was fairly pain free because of this.  If your car was broken into, would you be able to give an accurate list?  Remember to include the cost, a link to the item online, and photos/proof of ownership.  Does your insurance provide adequate cover if it was all stolen?

·    …and remember serial numbers.  Since the incident I have added a serial number column to my inventory spreadsheet.  This may sound obvious but trying to find them afterwards…  Luckily I was able to obtain serial numbers for my regulators and cylinders from my servicing sheets however other items such as dive computers had no record. 

·     Label your equipment.  As some of you may have observed, I use Dive Signs on all my larger equipment, such a DPV, primary light, DSMBs, Peli-cases and cylinders.  All of my other equipment such as spools, fins etc… had my initials written on in a paint pen.  As you can see from the picture below, identification on the thief’s Gumtree advert was easy.

 

Coincidentally, earlier that month my wife lost her DSMB and reel when diving in Cornwall.  It was located and returned all because of the Dive Signs sticker.

·     Embrace social media.  The theft was carried out the evening before/the morning of a dive trip to Plymouth.  Once I posted my frustration regarding the theft (not only the monetary value of the equipment, but the potential business loss of trade, and frustrations of a ruined weekend) I was offered condolences, requests of what was stolen from other divers/instructors/shops and agency owners so that they could keep an eye out, along with offers of loan equipment for the weekend.  Once I had put together my list, I posted the key items on Facebook and that post was directly shared 68 times, but indirect shares reached nearly 200.  It was also posted on various dive forums.  Within 15 minutes the equipment had been located on Gumtree, I was receiving numerous phone calls from friends and complete strangers informing me, and finally a phone call from an individual who purchased the equipment (prior to realising it was stolen).  To him, and to everyone else who helped locate my equipment, I offer my sincerest thanks.  It just goes to show how close knit the UK diving community is.  And I love it!

What about the insurance small print?

·     How much is insured?  My military insurance only covered £1000 for vehicle contents, and my home contents was £7000 for vehicle contents, despite my overall coverage being significantly higher.  Both policies would have left me short.  How much is your kit worth and where do you leave it on an average diving weekend?

·     Where was the equipment stored?  My insurance only covered equipment hidden in the boot of the car (covered up).  Luckily mine was, however my oxygen set and first aid kit was on the rear passenger seat.  Luckily neither was touched as I may have struggled to claim for these.

·     Physical damage/forced access to the vehicle.  Some insurers only cover forceful entry into a vehicle, however with the rise of key fob cloning my best guess is that you would be fine.  There’s enough evidence to prove it’s common.  Certainly it appeared to be in my case.

·    New for old?  Will you get replacement equipment or monetary value for the current worth?

·       Bottom line, CHECK YOUR SMALL PRINT.

Moving forward

As I mentioned earlier, I was re-united with most of my equipment following a return trip to Southampton to collect it from the Gumtree buyer, and the insurance covered the rest (less excess), including the £750 I paid to the buyer to get it back.  Some may argue why and I am not prepared to go through the details, but I personally believe it was the right thing to do.  The thief/Gumtree seller is known to the police and is wanted for questioning on other crimes but at the time of writing has not been arrested/cannot be found.  I have also taken out specific diving equipment insurance through a specialist (who I’ll not name), which also covers equipment in transit and left overnight in a vehicle.  Are they any good?  I hope I won’t need to find out.

Hopefully this blog may get you to double check your insurance to see if you are covered, or at the very least, itemise all of your equipment.  Insurance is something we hope we never need, but when you do need it, I do hope you’re fully covered.

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 and SDI/TDI diver training

l Mob: 07968148261 l Email: tim@rectotec.co.uk l