Excuses, excuses, that's all I am reading.
Good customer service means bending over backwards to help your customers who have warranty issues.
Good customer service means:
- logging warranty items in;
- setting a repair date;
- fulfilling a previously made and binding contractual obligation before going to a trade show, and,
- communicating that to the customer.
Shearwater receives kudos for having a set turn-around time for warranty and service issues. I believe it is one week. They arrange loners for people who are about to leave on a trip. That's customer service. One of the owners of Shearwater manages warranty turn-around herself (I got that from the owner, in person).
Stand behind your product before the sale and after the sale. You, the manufacturer have a warrant of merchantability that is held by the customer.
"Oh sorry, we're going to DEMA; therefore, our contractual obligation to you is temporarily and indefinitely on hold."
Sorry, that is bad customer service. The dive industry is full of this attitude. This company believes it is more important than its customers. Wrong!
good luck,
markm