Hmmmm, not such spectacular backing...

[rhwestfall]

UPDATE: Please know that Shearwater has resolved this issue and I am quite impressed with their actions!


@Shearwater: Well, at about 6 months out of the two year warranty, and a grand total of 51 dives, my Petrel1's board croaked. Just got an invoice for more than 25% of the cost of a new one to repair it from the US based center....

So much for everyone's great support stories....

 

[tstormdiver]

OK,.... outside the warranty (to which they are technically under no obligation to do anything), & they offer to repair it to operating conditions at a mere 25% of a replacement that you would otherwise have to buy...... what is your opinion of "Good customer service"? Just give it to you, fixed, at their expense, free of charge to you?

 

[rhwestfall]

No, it isn't awful, but, FWIW, I've seen significantly better done, documented here numerous times on SB...

51 dives......

 

[packrat12]

Sorry - Out of warranty is out of warranty. ~$200 to repair is a great price vs $800 or so to replace it. You probably paid at or near cost for P&L. Normally I expect NOTHING from the company once warranty period is over. The number of dives is meaningless as when you purchased it, it was clearly stated to be a time based warranty only. They could have easily said too bad for you (or me) - and I would still think they have great service because they clearly met and in this case exceeded expectations.

 

[JohnnyC]

Could be worse, Liquivision told me to basically go pound sand on an X1 that needed a board replacement. They would offer me a significantly different computer for 75% the cost of that new computer.

 

[undrwater]

Suunto might treat you better....right?

 

[kotik]

My Petrel had a couple of quirks that were knocked out in short order. I was an early adopter so I suspect this was going on at a pretty busy time for them. I was very satisfied with the turnaround, and since then I've put a couple hundred dives on it, some with some pretty rough treatment. It looks pretty beat up now but still runs perfectly, and I love the display and controls. There are some things I've had buyer's remorse for over time, but Shearwater would get my recommendation to any friend.

 

[teknitroxdiver]

Honestly it sounds like they made you a generous offer.

 

[Lorenzoid]

Failure after only 51 dives in two years does suck and is really surprising, but I suppose there is a bell curve to reliability of electronic devices, and so someone's has to fall at the short end. Maybe they will take pity on you.

 

[wwunder]

Did you at least get upgraded to a petrel 2?