Suunto D9 - Safety Recall

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T

t_piotrowski

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Is anybody aware of Suunto's safety recall of D9 dive computers? This "world's first... beautifully designed, blah, blah blah" dive computer can apparently manifest the fault which under certain circumstances, can cause the depth and time display to update slower than normal!!! Frightening, not to mention financial inconvenience to those who invested lots of money into this highly publicized and longly awaited computer!

What is your experience in handling of the above-mentioned problem by your local Suunto office or country distributor?

I just got of the phone to Suunto's Australian distributor who confirmed that D9 computers must not be used and should be returned to place of purchase immediately. At least two weeks will pass before D9's firmware could be reprogrammed.

I am finding the "offer" totally unacceptable. We are well into diving season in Australia and being without the reliable computer is more than just inconvenience. I have requested distributor to provide me with replacement computer until D9 can be fixed, and was told immediately that Suunto Finland have already advised them against such arrangement.

P.S. Last minute update:
At least some positive news about help offered by "Deep 6 Diving" shop in Sydney, the friendly people who supplied me with D9 computer. While expressing their sincere concerns about the mishap with D9 computer, the managers of the dive shop have offered me a temporary loan of different model of Suunto computer. Hope Suunto and their Australian distributors would reward "Deep 6 Diving" of West Ryde in Sydney, for such kindnes and generosity.
 
I can't find anything on Suunto's website - does anyone have links to the recall info or have any additional info re other countries? Is this a worldwide recall?
 
Vie:
I can't find anything on Suunto's website - does anyone have links to the recall info or have any additional info re other countries? Is this a worldwide recall?
Click to expand...

I couldn't find anything either. I sent a email to Suunto's helpdesk. Once I receive a response I will post the information.
 
Suunto was very quick in responding to my email. Here is the reply:

Discussion Thread
---------------------------------------------------------------
Response (Maria Salminen) - 12/15/2004 06:06 AM
Dear Sir,
Thank you for contacting Suunto.

It is true that there has been made a recall for D9. Please bring your device to the retailer where you bought it and let them send it in for service for a software update.

We are sorry for the inconvenience this may cause you.
*
With Best Regards,
Suunto Helpdesk
 
Thanks for sharing information. I have ordered D9 a long time ago, but I still don't get it. I was also informed by email that it is recalled today morning.

Delay delay delay, finally recall!

What a mess it is!
I am not sure when I can get it.
 
hoosier:
Thanks for sharing information. I have ordered D9 a long time ago, but I still don't get it. I was also informed by email that it is recalled today morning.

Delay delay delay, finally recall!

What a mess it is!
I am not sure when I can get it.
Click to expand...


I can definitely feel your pain. My wife bought me a D9 for Christmas, and I keep going back and forth on whether I should open it early so I can get it back to the dive shop and get it serviced, or wait the extra week, so at least I have something under the tree to open?
 
I was contacted yesterday both by my LDS and by the AquaLung area rep. (I'll repost the message below.) I've already been diving with mine and didn't experience a problem, but I'll be dropping it off today for the upgrade. Doesn't affect me much -- it's winter here and I don't expect to be diving again until spring.

~Erika

_______

EMAIL FROM AQUALUNG:
December 13, 2004

IMPORTANT SAFETY NOTICE REGARDING SUUNTO D9 DIVE COMPUTERS

Dear Authorized Aqua Lung Dealer,

Suunto has found a software error in the first series of Suunto D9 computers.
This affects all D9 units shipped by Aqua Lung prior to December 13 (products
with serial numbers 4xxxxxxxx - 450000699, software version 1.x.x - 1.2.4).

Although highly unlikely, the error may under certain circumstances cause the
depth and time display to update slower than normal causing incorrect depth
and time displays.

Any potential problems are avoided by upgrading the D9 software to version
1.2.8.

Please take the following actions:

** ** * *Stop all sales of Suunto D9 dive computers

** ** * *Contact all customers that have purchased a Suunto D9 and advise
them to not dive with the D9 and to return the D9 to you to be returned to Aqua
Lung.

** ** * *Return your entire existing inventory of Suunto D9 dive computers to
Aqua Lung.

** ** * *All units returned to Aqua Lung will be updated with the new
software v.1.2.8 and returned to you as quickly as possible.

** ** * *Affected units will be updated at no cost to the user.

The software version can be verified using Suunto Dive Manager. Please note
that the transmitter unit has no problem and is not affected.

PLEASE RETURN ALL D9 UNITS TO:

** * * * * * * * * *Aqua Lung
** * * * * * * * * *Attn: D9 Retrofit
** * * * * * * * * *2340 Cousteau Court, Vista, Ca.
** * * * * * * * * *92081

If you prefer, you may provide us with the contact information for your
customer and Aqua Lung will contact your customer. Please provide us with complete
contact information including any available phone numbers and e-mail. Please
also indicate the serial # and date purchased.

Aqua Lung will have the necessary tools and software for the retrofit
available by December 22 and we will make every effort to provide a fast turnaround.

We thank you for your assistance and cooperation in bringing a quick
resolution to this situation. If you have any questions, please call our customer
service department toll free at 877-253-DIVE */ *877-253-3483.

Best regards,

Aqua Lung
 
MakoMermaid:
I was contacted yesterday both by my LDS and by the AquaLung area rep. (I'll repost the message below.) I've already been diving with mine and didn't experience a problem, but I'll be dropping it off today for the upgrade. Doesn't affect me much -- it's winter here and I don't expect to be diving again until spring.

~Erika

_______

EMAIL FROM AQUALUNG:
December 13, 2004

IMPORTANT SAFETY NOTICE REGARDING SUUNTO D9 DIVE COMPUTERS

Dear Authorized Aqua Lung Dealer,

Suunto has found a software error in the first series of Suunto D9 computers.
This affects all D9 units shipped by Aqua Lung prior to December 13 (products
with serial numbers 4xxxxxxxx - 450000699, software version 1.x.x - 1.2.4).

Although highly unlikely, the error may under certain circumstances cause the
depth and time display to update slower than normal causing incorrect depth
and time displays.

Any potential problems are avoided by upgrading the D9 software to version
1.2.8.

Please take the following actions:

** ** * *Stop all sales of Suunto D9 dive computers

** ** * *Contact all customers that have purchased a Suunto D9 and advise
them to not dive with the D9 and to return the D9 to you to be returned to Aqua
Lung.

** ** * *Return your entire existing inventory of Suunto D9 dive computers to
Aqua Lung.

** ** * *All units returned to Aqua Lung will be updated with the new
software v.1.2.8 and returned to you as quickly as possible.

** ** * *Affected units will be updated at no cost to the user.

The software version can be verified using Suunto Dive Manager. Please note
that the transmitter unit has no problem and is not affected.

PLEASE RETURN ALL D9 UNITS TO:

** * * * * * * * * *Aqua Lung
** * * * * * * * * *Attn: D9 Retrofit
** * * * * * * * * *2340 Cousteau Court, Vista, Ca.
** * * * * * * * * *92081

If you prefer, you may provide us with the contact information for your
customer and Aqua Lung will contact your customer. Please provide us with complete
contact information including any available phone numbers and e-mail. Please
also indicate the serial # and date purchased.

Aqua Lung will have the necessary tools and software for the retrofit
available by December 22 and we will make every effort to provide a fast turnaround.

We thank you for your assistance and cooperation in bringing a quick
resolution to this situation. If you have any questions, please call our customer
service department toll free at 877-253-DIVE */ *877-253-3483.

Best regards,

Aqua Lung
Click to expand...


Erika,

Thanks for the detailed information. It sure would be nice if a end user could perfom the software update.

Thanks,
 
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