I am a firm believer in passing along good experiences as well as bad. I own quite a bit of Halcyon gear as do most of the people I dive with. Up until today, I have been a very strong believer in the gear they design and fabricate as well as the company in general.
Recent events have chipped away at my previously held belief that they are a superior company, especially in the area of customer service. I just got off the phone with them and would like to convey the following for those who consider customer service as part of the total package included when purchasing gear.
The product in contention is one of our wings. Last night I noticed that there was a stream of bubbles coming from my wifes wing. After having her surface we were able to locate a pinhole as being underneath her tank, in between the bands so just about smack dab in the middle of her right tank. After taking apart the rig I noticed that it was indeed coming from the wing and that it was a relatively small hole. I marked the area and made a note to call Halcyon first thing tomorrow (today). I recall seeing a thread recently here on SB about pinholes in their wings and did a quick search. While it made for interesting reading it confirmed that a call to Halcyon was in order.
Just got off the phone with them and they tried to tell me that due to the condition that wings are utilized their warranty only covers seams. They do not cover holes. I told him that I could understand if it was on the outer portion of the wing or a portion that was exposed to the elements as it could get snagged on any number of underwater items. But it wasn't! The fact that the hole was against the tank, thus preventing any burrs or being snagged while diving leads me to believe that there is some sort of manufacturing defect. This is where he becomes amatuerish in handling the issue. They indicated that "I could send it in... "but since he previously stated (twice) that they wouldn't do anything about it, that begged the question from me..."what are you going to do with it since you already indicated that you are unwilling to repair/replace it?" He didn't have an answer other than " well...we can't do anything". I was expecting a more creative answer than that and the obvious put-off.
We leave the wing attached to the tanks (doubles) and thus eliminates the possibility that something punctured it while being transported. I am baffled by the hole. The wing is 6 months old and is pampered as all of our gear is. I wouldn't be so outraged at them if it was some bone-headed thing I (or my wife) did but given the placement of the hole, don't see how that was feasible.
I will be attempting to contact JJ about the issue and will post a follow up to this odyssey for those that might have had (or will have) similiar experiences.
Best Regards
Don
Recent events have chipped away at my previously held belief that they are a superior company, especially in the area of customer service. I just got off the phone with them and would like to convey the following for those who consider customer service as part of the total package included when purchasing gear.
The product in contention is one of our wings. Last night I noticed that there was a stream of bubbles coming from my wifes wing. After having her surface we were able to locate a pinhole as being underneath her tank, in between the bands so just about smack dab in the middle of her right tank. After taking apart the rig I noticed that it was indeed coming from the wing and that it was a relatively small hole. I marked the area and made a note to call Halcyon first thing tomorrow (today). I recall seeing a thread recently here on SB about pinholes in their wings and did a quick search. While it made for interesting reading it confirmed that a call to Halcyon was in order.
Just got off the phone with them and they tried to tell me that due to the condition that wings are utilized their warranty only covers seams. They do not cover holes. I told him that I could understand if it was on the outer portion of the wing or a portion that was exposed to the elements as it could get snagged on any number of underwater items. But it wasn't! The fact that the hole was against the tank, thus preventing any burrs or being snagged while diving leads me to believe that there is some sort of manufacturing defect. This is where he becomes amatuerish in handling the issue. They indicated that "I could send it in... "but since he previously stated (twice) that they wouldn't do anything about it, that begged the question from me..."what are you going to do with it since you already indicated that you are unwilling to repair/replace it?" He didn't have an answer other than " well...we can't do anything". I was expecting a more creative answer than that and the obvious put-off.
We leave the wing attached to the tanks (doubles) and thus eliminates the possibility that something punctured it while being transported. I am baffled by the hole. The wing is 6 months old and is pampered as all of our gear is. I wouldn't be so outraged at them if it was some bone-headed thing I (or my wife) did but given the placement of the hole, don't see how that was feasible.
I will be attempting to contact JJ about the issue and will post a follow up to this odyssey for those that might have had (or will have) similiar experiences.
Best Regards
Don
