So, for some time now I've been posting about Shearwater Research. Today this was posted on TDS forum. I shamelessly cut and pasted what a forum member wrote and thought you guys who are trying to make a decision might be able to narrow it down easier. I think the truly exceptional companies with both great product and unparalleled customer service like this one have no competitor. Of course if you want to read the whole thread, you can go over to TDS and find it yourself, but here's what Waterwitch wrote:
Manufacturers: Take note of this company's exceptional customer service
---------- Post added June 11th, 2013 at 11:34 AM ----------
This story was very familiar to me. A few months ago I drove to cave country to make a dive with my rEvo rebreather. It was about 6:45 at night and I had just driven 2 hours after a long day of work. I noticed that my Fisher Cable has broken in half at the connector. In a panic I called Curt at Shearwater Research (The Rep for the USA) hoping he could tell me how to put the broken pieces back together (yes I'm an idiot) and he told me he could overnight me a new cable. I asked him how much. He said nothing, it's under warranty. I told him I had bought this rEvo used, and I was certain that the Fisher Connector was at least a year old. He said no worries, he would take care of it. He then told me that Cave Country Dive Shop in High Springs stocks Fisher Cables and if they were willing, I could run to the dive shop and take their cable, and he would ship them a new one. I called the manager Marissa who said, "no problem" and I was up and running like it had never happened.
It's hard to beat customer service like that. I can't speak more highly of Shearwater Research and Cave Country Dive Shop. When the crap hits the fan, they are there to bail you out every time. Thanks guys. I love you bunches, especially the wiener dog Siphon.
Manufacturers: Take note of this company's exceptional customer service
Customer service in the dive industry can be a misnomer. Good customer service is sometimes hard to come by and excellent customer service is quite rare.
I would like to share my Shearwater Computers customer service experience. I have a Predator controller for the rEvo and a Petrel stand-alone. Both computers were working flawlessly until a very soggy day in cave country when both decided to misbehave and required me to contact Curt McNamee from Shearwater for service.
1st Kudos Point: Prompt reply!
There was none of the usual leaving messages on an answering machine, reassuring you of a prompt reply. They actually call you back! Promptly!
So I explain to Curt my problem and mentioned that I was hoping to have both back in about two weeks time for Innerspace 2013.
2nd Kudos Point: Truly Exceptional
Curt informed me that he will be out of country before he would even get the shipment and that he does not have a loner available, BUT:
He would send me his (personal) Predator controller and Predator stand-alone so that I would not miss diving at Innerspace.
WOW!!!
3rd Kudos Point: Prompt delivery
I had his personal Predators in hand in only four days.
4th Kudos Point: Equipment Service
We both came back from our trips around the same time and a few days later Curt informed me that he had mine all fixed and ready to go. He went over in detail what he found and said he will send both computers back to me the next day. I shipped his back that day knowing, that as a man of his word, I will have mine back in time to dive that weekend.
5th Kudos Point: More Wow
During our conversations, Curt never mentioned the cost of repair. It did not matter to me and I figured I will get the bill with the return of my Shearwaters. Well they arrived promptly as promised. The only piece of paper that was included outlined the repairs performed, but no bill! So, I called Curt convinced that it was an oversight on his part. He assured me that there is NO CHARGE. He even refused to let me pay for all the shipping back and forth! Curt stated that it the companys policy to focus on excellent customer service and this is just part of it.
So WOW! I wish more manufacturers would stand behind their products as much as Shearwater computers.
Thank you Shearwater and Curt McNamee! Although being a fan before, I am total Shearwater enthusiast now.
I would like to share my Shearwater Computers customer service experience. I have a Predator controller for the rEvo and a Petrel stand-alone. Both computers were working flawlessly until a very soggy day in cave country when both decided to misbehave and required me to contact Curt McNamee from Shearwater for service.
1st Kudos Point: Prompt reply!
There was none of the usual leaving messages on an answering machine, reassuring you of a prompt reply. They actually call you back! Promptly!
So I explain to Curt my problem and mentioned that I was hoping to have both back in about two weeks time for Innerspace 2013.
2nd Kudos Point: Truly Exceptional
Curt informed me that he will be out of country before he would even get the shipment and that he does not have a loner available, BUT:
He would send me his (personal) Predator controller and Predator stand-alone so that I would not miss diving at Innerspace.
WOW!!!
3rd Kudos Point: Prompt delivery
I had his personal Predators in hand in only four days.
4th Kudos Point: Equipment Service
We both came back from our trips around the same time and a few days later Curt informed me that he had mine all fixed and ready to go. He went over in detail what he found and said he will send both computers back to me the next day. I shipped his back that day knowing, that as a man of his word, I will have mine back in time to dive that weekend.
5th Kudos Point: More Wow
During our conversations, Curt never mentioned the cost of repair. It did not matter to me and I figured I will get the bill with the return of my Shearwaters. Well they arrived promptly as promised. The only piece of paper that was included outlined the repairs performed, but no bill! So, I called Curt convinced that it was an oversight on his part. He assured me that there is NO CHARGE. He even refused to let me pay for all the shipping back and forth! Curt stated that it the companys policy to focus on excellent customer service and this is just part of it.
So WOW! I wish more manufacturers would stand behind their products as much as Shearwater computers.
Thank you Shearwater and Curt McNamee! Although being a fan before, I am total Shearwater enthusiast now.
---------- Post added June 11th, 2013 at 11:34 AM ----------
This story was very familiar to me. A few months ago I drove to cave country to make a dive with my rEvo rebreather. It was about 6:45 at night and I had just driven 2 hours after a long day of work. I noticed that my Fisher Cable has broken in half at the connector. In a panic I called Curt at Shearwater Research (The Rep for the USA) hoping he could tell me how to put the broken pieces back together (yes I'm an idiot) and he told me he could overnight me a new cable. I asked him how much. He said nothing, it's under warranty. I told him I had bought this rEvo used, and I was certain that the Fisher Connector was at least a year old. He said no worries, he would take care of it. He then told me that Cave Country Dive Shop in High Springs stocks Fisher Cables and if they were willing, I could run to the dive shop and take their cable, and he would ship them a new one. I called the manager Marissa who said, "no problem" and I was up and running like it had never happened.
It's hard to beat customer service like that. I can't speak more highly of Shearwater Research and Cave Country Dive Shop. When the crap hits the fan, they are there to bail you out every time. Thanks guys. I love you bunches, especially the wiener dog Siphon.