amw5g
Contributor
Below is a marginally altered version of a letter I sent to Aeris expressing my disappointment with their service approach to my situation. It's not the worst service I've ever experienced, by far, but neither does it reflect my expectation for good service. I thought it potentially useful for others considering this product in particular, or other Aeris products in general. No reply has been forthcoming from Aeris.
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To whom it may concern,
I returned my Aeris Manta wrist computer to my retailer for a Low Battery warning. Given the newness of the item- 6 months of use- the warning seemed unexpectedly soon, and I wanted Aeris to service to ensure it was not defective. The item was returned on 7/27/2011. On 9/22/2011, I received a replacement Aeris Manta wrist computer from the retailer with the note "Mfg replaced computer under warranty".
My original purchase was described as used, however before I purchased, I confirmed with the retailer that it was effectively new. Indeed it arrived in deep sleep mode, and had no signs of ever being removed from the box. This was the best condition one could hope for in a "used" computer.
In contrast, the replacement device is well used with permanent stains, scratches on the body, and discoloration of the white parts. And oddly enough, out of the box the strap had a perfume scent that seems unremovable. Aeris did return to me my original strap, so I will deal with the smell shortly.
I am writing because I do not believe Aeris has effectively replaced like for like. You have replaced a like-new condition computer with a computer that has seen enough use to scratch, discolor, and absorb odor. While these are essentially aesthetic flaws, I honestly have reservations about its performance. The serial number sticker on the underside of the computer shows that while it was recently updated, the original date is from March of 2008- almost 3 years older than my original.
If my wife and dive buddy did not also use a Manta, I would have no reservations selling the device and replacing with a unit from a different manufacturer. Neither the original service problem nor this latest disappointment is the fault of the retailer. However, I have sent a similar letter to my retailer to inform them of my experience and strong displeasure with the Aeris' action.
In this situation, I would expect Aeris to make a repair to my original device. Or failing that, to make a good-faith replacement of comparable condition; that is, lightly used and of recent manufacture.
Regards,
Amw 5G
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To whom it may concern,
I returned my Aeris Manta wrist computer to my retailer for a Low Battery warning. Given the newness of the item- 6 months of use- the warning seemed unexpectedly soon, and I wanted Aeris to service to ensure it was not defective. The item was returned on 7/27/2011. On 9/22/2011, I received a replacement Aeris Manta wrist computer from the retailer with the note "Mfg replaced computer under warranty".
My original purchase was described as used, however before I purchased, I confirmed with the retailer that it was effectively new. Indeed it arrived in deep sleep mode, and had no signs of ever being removed from the box. This was the best condition one could hope for in a "used" computer.
In contrast, the replacement device is well used with permanent stains, scratches on the body, and discoloration of the white parts. And oddly enough, out of the box the strap had a perfume scent that seems unremovable. Aeris did return to me my original strap, so I will deal with the smell shortly.
I am writing because I do not believe Aeris has effectively replaced like for like. You have replaced a like-new condition computer with a computer that has seen enough use to scratch, discolor, and absorb odor. While these are essentially aesthetic flaws, I honestly have reservations about its performance. The serial number sticker on the underside of the computer shows that while it was recently updated, the original date is from March of 2008- almost 3 years older than my original.
If my wife and dive buddy did not also use a Manta, I would have no reservations selling the device and replacing with a unit from a different manufacturer. Neither the original service problem nor this latest disappointment is the fault of the retailer. However, I have sent a similar letter to my retailer to inform them of my experience and strong displeasure with the Aeris' action.
In this situation, I would expect Aeris to make a repair to my original device. Or failing that, to make a good-faith replacement of comparable condition; that is, lightly used and of recent manufacture.
Regards,
Amw 5G
