Mares Nemo Air - Horrific Problems Encountered!!!

[Zak OHara]

Wow, that`s sad news. I am in Vietnam and Oceanic USA supported me all the way...paid shipping to and from the states

This is because Oceanics worldwide office and manufacturing is in the USA. Essentially he is communicating with the wrong people (Mares U.S.). I suggest you go to the store you purchased it from, and work it out directly with them, or have them work it out with Mares distributor in your region.

A comparison would be someone in the U.S. asking Oceanic Australia to send computers back to the U.S.

He should be able to contact his local store and handle it directly at this point. I would think an arrangement of a loaner computer could be worked out while his is being repaired or replaced. This would be good customer service from the dealer.

I wish I could do more, but this is all I can suggest from this end.

Best,

 

[Thalassamania]

Keep in mind, MARES (in the US) is a distributor for an Italian (I believe) company. The distributors in other countries are separate entities, all they share is the name.

 

[ti325v]

Hi guys, just to clear it up...I brought my Atoms in Thailand,and did not get good support from the dealer, (There is no oceanic support in vietnam) I went direct to Oceanic USA, and they stepped right up and took care of everything..If Mares cares about their name, they really should handle it like Oceanic...They overnight shipped to friends I had coming over to save me 50% import tax. ( Vietnamese customs, they do not understand that you can send something out to be repaired or replaced under guarantee, so they charge tax as though you are buying a new item !!!!!they added a few bits and pieces at no charge ( strap that broke, computer cover, weight pocket) BTW, My Delta 4 had 700 dives on it before I got around to rebuilding it....it was working fine, I just happened to be near an oceanic dealer....Come on Mares, I own four of your regs, this does not inspire confidence.
Oceanic USA had no obligation to do anything, they wanted me happy and bent over backwards to make sure I was.

 

[Zak OHara]

Hi guys, just to clear it up...I brought my Atoms in Thailand,and did not get good support from the dealer, (There is no oceanic support in vietnam) I went direct to Oceanic USA, and they stepped right up and took care of everything..If Mares cares about their name, they really should handle it like Oceanic...They overnight shipped to friends I had coming over to save me 50% import tax. ( Vietnamese customs, they do not understand that you can send something out to be repaired or replaced under guarantee, so they charge tax as though you are buying a new item !!!!!they added a few bits and pieces at no charge ( strap that broke, computer cover, weight pocket) BTW, My Delta 4 had 700 dives on it before I got around to rebuilding it....it was working fine, I just happened to be near an oceanic dealer....Come on Mares, I own four of your regs, this does not inspire confidence.
Oceanic USA had no obligation to do anything, they wanted me happy and bent over backwards to make sure I was.

Oceanic does a great job with customer service, as do we. I think you are not understanding the distribution model. I have no influence over issues outside of N. America. I cannot arbitrarily handle warranty issues outside of the worldwide policy set in place. If he were to take it to a dealer near him, this should all be resolved. If the dealer will not support him, (which sounds like a possibility), the next step is to take it to the closest Mares distributor, If they won't help for some reason, then I would make contact with Mares worldwide headquarters in Italy. Just because Mares U.S. engages on Scuba Board, doesn't mean we can help with all issues around the world.

The reason Oceanic in the U.S. was able to help is because that is their worldwide office. It would be the same as speaking with our Italian office.

I hope I've been able to clear it up.