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Big thanks to Suunto.

Discussion in 'Suunto' started by graham_s, Jul 6, 2018.

  1. graham_s

    graham_s ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: I'm a Fish!
    Location: Al Khobar, Ash Sharqiyah, Saudi Arabia, Saudi Arab
    187
    61
    28
    As everyone who dives a Suunto Computer with a transmitter is no doubt aware, there was a recall of the transmitters due to a potential issue.
    Due to me being overseas, and not having a reliable dealer to return it to, I had to wait until I was back in the UK to send it off.
    This meant a bit of a delay.
    So I get back to the UK, and travel up from Dundee to Aberdeen (The nearest dealer).
    The shop, who I won't name, told me to get lost, and that they wouldn't deal with it, as it was too much hassle.
    Charming.
    So I used the collect and send service.
    I booked it in, printed off a shipping label, packed it up, and awaited collection.
    UPS picked it up the next day for its trip to Finland.....
    I hadn't heard anything back for a couple of weeks, so I contacted customer service.
    They said they'd look into it, but would I mind checking the tracking details.
    The transmitter got as far as Germany.
    Where it was stolen.


    Bugger.

    So I phoned up Lisa at customer services again.

    I explained what I'd found.

    Unfortunately, I had to fly back to the Middle East the next day.

    End result, Suunto are sending me a replacement transmitter which should arrive tomorrow (Saturday)

    Brilliant customer service.
    Thanks Suunto.
     
    Last edited: Jul 6, 2018
    Tournesol2000 and Decopus like this.
  2. Dogbowl

    Dogbowl Loggerhead Turtle

    # of Dives: None - Not Certified
    Location: Somewhere
    2,555
    1,636
    113
    Good to hear about good customer service.

    That LDS just lost a customer.
     
  3. graham_s

    graham_s ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: I'm a Fish!
    Location: Al Khobar, Ash Sharqiyah, Saudi Arabia, Saudi Arab
    187
    61
    28
    They certainly have.
    I’ll not be back there.
    There are other dive shops I can go to.
     
    Dogbowl likes this.
  4. Jonny Wishbone

    Jonny Wishbone Barracuda

    # of Dives: I just don't log dives
    Location: West Central Florida
    327
    175
    43
    1/2 of the customer service was done by you tracking it to find out it was stolen and then let them know. I hardly think they get the kudos when you did their job.
     
    Pweintz likes this.
  5. graham_s

    graham_s ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: I'm a Fish!
    Location: Al Khobar, Ash Sharqiyah, Saudi Arabia, Saudi Arab
    187
    61
    28
    To be fair, Suunto could have shunted the problem over to UPS, who I would have had to claim from, then I would have had to buy a replacement transmitter.
    Instead they just sent me a new one, and I had it in hand three days after it was reported missing, half way around the world.
     

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