Issues with Customer Service

[CT Sean]

I have to admit your perspective is a strange one. It sounds like you are saying you should have paid either nothing or the full cost of the repair and are irritated by the fact that the manufacturer "met you half way" - they did you a favor but it wasn't a good enough favor. Personally, had I "sat" on a warranty issue for 4 years i'd be happy for anything other than paying 100% of the cost of the repair. If it makes you feel better you could always request that DSS charge you the balance of the cost.

 

[Divin'Papaw]

I really don't get the issue. I really don't. You just come across as petty and hard to please. You probably don't mean it that way, but it is what it is. Be glad Tobin did anything for you. Defect or no defect, warranties have limitations. We all deal with that.

 

[Scuba_Noob]

It's a $10 charge that annoys me- something I'd waive for one of my customers who had purchased gear from me in the past (especially considering that after Mastercard gets their cut, DSS is only clearing $7-8!). This is something that several LDS around here routinely do for their customers (like when they serviced the quick disconnect in my bubbling DSS wing when it was brand new - check my previous posts)! I'm disappointed DSS is unwilling to provide the same level of consideration to their customers... It may only be ten dollars, but it speaks volumes about how a company regards the people who support them.

Okay, I get it. You've had the preferential treatment from other LDSs and now expect that this extra service is normal everywhere, even when your product is four years old, used, and well out of warranty. $10 barely covers shipping, let alone service and parts.

You also mention that they could have charged you for the service fees, parts fees, and shipping fees (which you'd be happy paying if they mentioned that), but they decided to only charge you $10, giving you an extremely discounted rate. You feel that the $10 is so inconsequential that they should have just charged you nothing and made a very happy customer. This is like going to McDonald's and being pissed that their dollar menu is not free, as $1 is 'inconsequential' to a big business; you've given them a ton of business in your lifetime. Substitute McDonald's with a dollar store, Wal-Mart, or another store, if necessary.

 

[gmanstan]

I have a DiveRite wing(which I have no complaints about at all) But after reading this thread I'm definitely gonna being looking at DDS for my next purchase. This just sealed the deal. Everything else I've read was always positive and helpful but the service they provided for next to nothing on a 3 years out out of warranty product speaks volumes for the kind of company they are and the great customer service they provide along with a very personal touch.

 

[CT Sean]

This is like going to McDonald's and being pissed that their dollar menu is not free, as $1 is 'inconsequential' to a big business; you've given them a ton of business in your lifetime. Substitute McDonald's with a dollar store, Wal-Mart, or another store, if necessary.

LOL I like this analogy

 

[Cave Diver]

When all is said and done with 2 way shipping, I will have over $40 into this repair that never should have had to be done in the first place if DSS quality control hadn't missed it at the factory!

I get your point. I really do. But the whole reason that products come with a warranty is to correct mistakes that get made or missed. You found the mistake and failed to act on it in a timely manner. Had you followed through and gotten the above response, then I'd say you had a legitimate gripe. But in this instance you have to own up to your part of the equation - your failure to return the wing for service. You dropped the ball and now you feel inconvenienced and taken advantage of because it should have been fixed for free. Except you didn't follow through on the requirements for that to happen. The harsh reality IMO is that there is no one to blame here but yourself.

 

[chris0827]

This is like going to McDonald's and being pissed that their dollar menu is not free, as $1 is 'inconsequential' to a big business; you've given them a ton of business in your lifetime. Substitute McDonald's with a dollar store, Wal-Mart, or another store, if necessary.

McDonalds sells $3 Cheeseburgers (not $300 wings)- and if they sell you something that isn't right, you either get it replaced or your money refunded- regardless of whether or not you've taken a bite!

It was never indicated to me that this was a discounted repair rate. All they had to do was say "hey, we normally charge $xx, but since you were honest about blowing it with the warranty, it's obvious this isn't a case of abuse, you have been a happy loyal customer in the past and asked politely, so we'll meet you 1/2 way and repair it for $xx to cover our time/mtls/or whatever." I would have been thrilled by this- even if the repair cost had exceeded $10!

It was all but stated though that this was their regular rate and that $10 was more important to them than trying to impress the snot out of a customer! I mean come on! $10!

I don't care about the $10- I care about supporting a business that acts indifferent to keeping their customers happy!

---------- Post Merged at 03:55 PM ---------- Previous Post was at 03:53 PM ----------

I get your point. I really do. But the whole reason that products come with a warranty is to correct mistakes that get made or missed. You found the mistake and failed to act on it in a timely manner. Had you followed through and gotten the above response, then I'd say you had a legitimate gripe. But in this instance you have to own up to your part of the equation - your failure to return the wing for service. You dropped the ball and now you feel inconvenienced and taken advantage of because it should have been fixed for free. Except you didn't follow through on the requirements for that to happen. The harsh reality IMO is that there is no one to blame here but yourself.

Very much agreed- as I posted earlier though, I was really hoping for better from a company with such a solid record...

 

[fisheater]

I'm sorry, but try as I might, I'm not seeing any "indifference" to DSS customers.


Sent from my iPad using Tapatalk HD

 

[rhwestfall]

try as you may to show it, I'm just not seeing it as any bad dealings by DSS......

Interestingly enough it seems that you would like it if the "standard rate" was jacked up artifically so it could be magically lowered to make you feel good.... that is an interesting business model done by many, because sometimes folks will just pay the price...

that strategy seriously lacks ethics..... DSS doesn't seem to have that problem...

 

[Zieg]

Tobin,

You do try to always make the customer happy, so make him happy, bill him for an additional $100 so it's not "petty" anymore.