Really good customer service from Oceanic

With all the reports of bad customer services experiences I wanted to report a really good experience with Oceanic.

I've had my VEO 250 for about 1 year, 10 months, exactly 114 dives. After my last set of dives it went into H2O mode and wouldn't shut off. The manual says the contacts may still be bridged so rinse it better. I let is soak overnight and dry out, but it still said H2O mode and didn't shut off.

So I email Oceanic tech support and ask what to do. I get an email back from tech the same day (1st good customer service point - same day response).

The email suggests to remove and then reinstall the battery to try to reset the computer and it also gives me a return authorization number and all the instructions to return it if that doesn't work (2nd good customer service point - all the info I needed in the 1st contact).

The battery remove & reinstall doesn't work so I box it up last Friday and send it FedEx for Monday delivery. On Monday I check FedEx tracking and see that Oceanic received it at 9:13 AM. That same evening I get an email that they have already sent it back it and gave me the UPS tracking number (3rd really good customer service point - one day service & shipping).

I get it back today just two days after Oceanic received it. I open up the box and see that they also changed my badly scratched plastic face plate with a new one and the packing slip says "no charge" (4th good customer service point - a new face plate free).

I'm guessing it was a very simple fix for them, but still so many other businesses take a week or two before they even take a look at your item, and the new face plate was a nice touch. Good job Oceanic!

It's always nice to hear someone take the time to commend good service! We love our Oceanic gear & computers and have not had any problems with them to date. It's great to hear they take care of their customers!

One more kudo to Oceanic. A couple of weeks ago, I flooded my VEO 250 which I've had for about 2 years. My LDS sent it in. Last Saturday, my LDS informed me that Oceanic was replacing it with a brand new one. Unbelievable! Oceanic has just earned a lifetime customer as well as a new source for word of mouth advertisment.

oldschool:

One more kudo to Oceanic. A couple of weeks ago, I flooded my VEO 250 which I've had for about 2 years. My LDS sent it in. Last Saturday, my LDS informed me that Oceanic was replacing it with a brand new one. Unbelievable! Oceanic has just earned a lifetime customer as well as a new source for word of mouth advertisment.

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For my info, how do you flood a computer? Is it after a battery change and the cover/o ring doesn't get put back right?

Qupte:
For my info, how do you flood a computer? Is it after a battery change and the cover/o ring doesn't get put back right?

That is one of the more frequent scenarios.

Others I have heard of involve having a cracked casing, screen,etc.

Thanks for the review.
I'd like to see more of this on Scubaboard.

In my situation. operator head space. I replaced the battery the night before and was absolutely positive that the o-ring was firmly seated. Just because the battery is designed to be replaced by the owner doesn't always mean the battery should be replaced by the owner.

I recently sent Oceanic an e-mail inquiry about whether or not to use mask cleaner on their new Pioneer mask and receive a response in less than 5 minutes. This is top notch customer service!

I had a problem with the software for my pro plus 2 a/i computer. Called on a Friday afternoon and received a return call on Monday with an apology for the delay because he was home sick on Friday........fixed my problem over the phone on Monday.......Service problems with Oceanic, yes finding something to compain about their service!!!