Do I want to resurrect this?
Yup...
Trying to register my new Air Control .... no joy... product doesn't exist on the website other than the sales spiel...
I will send in the Card ... BTW... the address in the USA is:
Mares Diving
Warranty Registration Deparment
One Selleck Street, 4th floor
Norwalk, CT 06855
Interestingly there are zero instructions in the box (sealed).... Obviously I want to put the Air Control on my BC.... do I want to pay a dealer to do it?....Not really....it's probably quite easy... where is the instruction and install manual? Not online that's for sure! I will install it myself, but would prefer something other than luck and bicycle mechanics as my guide...
Would this be an example of questionable business practice?......trying to funnel work to the dealers?
the Air Control booklet (it's actually just a single page in 30 languages) says...
"Although assembly is straightforward, we suggest that you have a Mares Service Center perform the operation"
That is it for a manual!!
Sorry Mares.... I really like your stuff.... but after being told I am responsible any postage to return products if they don't work or have production flaws (because that is OBVIOUSLY my fault) and not getting manuals and install intructions in the box, this will likely be my last purchase...
A scuba supplier recently told me that they stopped working with Mares because they don't give a hoot about their customers and it reflected badly on them as a dealer.... I didn't really believe him at the time... thought it was hot air.... but I really am starting to wonder...
Come on Mares... don't bite the hand that feeds you!
Uber,
First I'd like to personally thank you for your purchase of the new air controller, alternate inflator / octo. We are excited to finally have this product in distribution as it has been a 3 yr project and long overdue.
I'd like to address a couple of your comments.
Mares Worldwide is working on a new website and were hoping to see it go live in the near future. I have not seen the site personally so I can't vouch for the product registration functionality, although I can testify we've discussed this in meetings, and I should expect an improvement. We are glad to receive your registration the old fashioned way "snail mail", however it is not necessary. The most important thing for you to do is save your receipt of purchase. This establishes place and date of purchase.
Mares in my opinion is no where near "questionable business practice". Do we try to funnel business to a retailer? Yes, this is one function of business we all try to accomplish. We make products to sell to a retailer who in turn sells it to the end user. We advertise on the web, in magazines, in store, out of store, run promotions, work diligently to support our partnered retailers and hopefully send customers to them.
However in this case regarding your situation, it has nothing to do with channelling consumers to dealers. Your complaint is a simple reality of a very letigious U.S.. The air controller is considered life support equipment, therefore we find it best to recommend an authorized Mares retailer / service center connect it to your bcd. This follows the same pricincipal as to why most manufacturers do not include instructions on how to service, replace, repair, any life support equipment. This reality is not meant to disservice our valuable customer, it is strictly necessary from my point of view. One great thing about forums such as this, is you may find other DIY's willing to share step by step instructions on how they accomplished the switch.
Warranty returns from every manufacturer that I can think of require either the dealer or consumer to return a faulty product paying the postage only for the return. This is common business practice. I am looking to purchase a new large screen tv, as I'm reading reviews, I came across a certain manufacture that was IMO experiencing a high rate of return. All customers of this company complained they had to return this tv at over $300 each, not including the specific packaging they had to purchase in order to ship it back. Generally speaking when you purchase a Mares product from an authorized dealer, and find a warranty issue, the dealer will absorb this cost of return as a cost of doing business and providing quality service.
Not sure about the dealer you are referring to, however I've seen many dealers blow off steam at just about every manufacture at one point or another, including myself. This is the nature of our passionate dealer base, and simply doing business. In my opinion Mares, is always willing to bend over backwards, help a willing dealer, assist a customer, do whatever it takes to make all situations satisfying for all. Please remember there are two sides to every coin. We do an excellent job. I know we can't make everyone happy, but we are going to try.
I hope I've addressed or explained a couple of your questions. I also hope you are not so dismayed that you will not consider Mares as a brand to purchase from in the future. We are here, we are trying, and we consider ourselves to be one of the good guys. There will always be room for improvement, but at the end of the day, our passion for diving, products, and our customers remains constant!
Sincerely,
