Great customer service from Oceanic

[diverrex]

With all the reports of bad customer services experiences I wanted to report a really good experience with Oceanic.

I've had my VEO 250 for about 1 year, 10 months, exactly 114 dives. After my last set of dives it went into H2O mode and wouldn't shut off. The manual says the contacts may still be bridged so rinse it better. I let is soak overnight and dry out, but it still said H2O mode and didn't shut off.

So I email Oceanic tech support and ask what to do. I get an email back from tech the same day (1st good customer service point - same day response).

The email suggests to remove and then reinstall the battery to try to reset the computer and it also gives me a return authorization number and all the instructions to return it if that doesn't work (2nd good customer service point - all the info I needed in the 1st contact).

The battery remove & reinstall doesn't work so I box it up last Friday and send it FedEx for Monday delivery. On Monday I check FedEx tracking and see that Oceanic received it at 9:13 AM. That same evening I get an email that they have already sent it back it and gave me the UPS tracking number(3rd really good customer service point - one day service & shipping).

I get it back today just two days after Oceanic received it. I open up the box and see that they also changed my badly scratched plastic face plate with a new one and the packing slip says "no charge" (4th good customer service point - a new face plate free).

I'm guessing it was a very simple fix for them, but still so many other businesses take a week or two before they even take a look at your item, and the new face plate was a nice touch. Good job Oceanic!

[ScubaJ]

Glad to hear they took excellent care of you. My regs and computer are Oceanic, so thats very reassuring news.
Thanks for sharing.

[harb99]

Originally Posted by ScubaJ

Glad to hear they took excellent care of you. My regs and computer are Oceanic, so thats very reassuring news.
Thanks for sharing.

same here

only complaint I have is the new version of oceanlog that I downloaded seems to be bug heavy - I emailed them asking about it a couple of days ago and have yet to get a response

It will not keep the sites correct along with the new city/state info even after saving - you can scroll back through and it will be messed up - I might go back to the previous version and utilize one of the log b/u's, but that would force me to re-input some manual dives that I took the time to enter the other night