Banon
Contributor
To give another recent experience:
Per DEPP instructions I sent my camera to Sub Aquatic for repair on March 29th. Tracking showed that Sub Aquatic received it April 2.
I've checked status 3 times now. The first 2 times it took me a couple of emails followed by phone calls, over a period of 2-3 days, until I finally caught Dixie at her desk. (Don't believe the 24 hour response commitment from the voicemail message.) Dixie told me after the second status check that she had info from Sub Aquatic that the camera was repairable, and that she had authorized (or would authorize?) them to repair it.
I emailed Dixie again earlier this week asking for status. She replied that she was out of the office, but that she had forwarded my email to someone else who should get back to me. I haven't heard anything back yet. For those tracking dates, it's been over a month and I haven't received any information other than "we plan to fix it."
I had one previous claim with DEPP a few years back which went much more smoothly. One of the staff at a resort in Costa Rica moved my camera from the middle to the edge of a table while we were eating breakfast, then accidentally knocked it off the edge. (My fault for not being more anal and immediately moving it back to the middle of the table.) The camera was fine, but the strobe fired once more and never again. I sent it in to DEPP and had a new one within a couple of weeks. Great service.
My impression is that Sandy does a great job, but that she's the sole reason for DEPP success. If DEPP is solely reliant on one person to provide reasonable service, I may have to look elsewhere at my next renewal. Your mileage may vary.
Per DEPP instructions I sent my camera to Sub Aquatic for repair on March 29th. Tracking showed that Sub Aquatic received it April 2.
I've checked status 3 times now. The first 2 times it took me a couple of emails followed by phone calls, over a period of 2-3 days, until I finally caught Dixie at her desk. (Don't believe the 24 hour response commitment from the voicemail message.) Dixie told me after the second status check that she had info from Sub Aquatic that the camera was repairable, and that she had authorized (or would authorize?) them to repair it.
I emailed Dixie again earlier this week asking for status. She replied that she was out of the office, but that she had forwarded my email to someone else who should get back to me. I haven't heard anything back yet. For those tracking dates, it's been over a month and I haven't received any information other than "we plan to fix it."
I had one previous claim with DEPP a few years back which went much more smoothly. One of the staff at a resort in Costa Rica moved my camera from the middle to the edge of a table while we were eating breakfast, then accidentally knocked it off the edge. (My fault for not being more anal and immediately moving it back to the middle of the table.) The camera was fine, but the strobe fired once more and never again. I sent it in to DEPP and had a new one within a couple of weeks. Great service.
My impression is that Sandy does a great job, but that she's the sole reason for DEPP success. If DEPP is solely reliant on one person to provide reasonable service, I may have to look elsewhere at my next renewal. Your mileage may vary.