Silent World in Key Largo

[Chris at Silent World]

Originally Posted by TJDiver

We just got back from our Keys trip last weekend, and am sorry to report we had a disappointing experience with Silent World. My only advice is to confirm how many have booked for the days you have scheduled to dive. If it's only a couple of you, then they might shift you to what I considered a very second rate boat. It was my son's first ocean dives, and he was not comfortable going out on that boat. We blew off the dive and drove back to the shop to discuss it with them, only to be treated very rudely by the one staff member on duty that morning. The owner left a rambling ten minute message on my voice mail, informing me, in what I considered an arrogant fashion, just how much of a "top operator" he is, and how "lucky" we were that he even opened the shop that day because buisness was so light...little focus on us as the customer...just a lotta tooting his own horn. I was very unimpressed, to say the least.

Hi TJ Diver,

Im Sorry if we didnt meet your expectations on this occasion.

I called you from my cell phone in Miami airport as I was getting on a plane as soon as the shop informed me of your dissatisfaction. I apologize if the message seemed rambled and it in no way was meant to come across as sounding arrogant. I was simply trying to explain why I thought you were offered an exceptional experience and I was keen to understand your dissatisfaction more. Unfortunately you didnt call me back and didnt give me the opportunity to resolve your complaint.

Please let me explain a bit about the rationale behind the operation of my commercial dive vessels. In the slow periods between holidays it is my policy to still run all dive trips as promised regardless. This means that on occasions where I may only have 1 or 2 people, I will run the trip where many other shops would simply cancel it and inform you when you checked in. I also minimize any 'boarding passing' of divers to other operators wherever possible. I feel that my policies are in the best interests of customer satisfaction and will hopefully drive enough repeat business and recommendations required to cover the cost of implementing them

You paid 2 x $75 = $150 (plus any gear rental you may of had) for you and your son to dive. That simply does not cover the cost of running a commercial dive trip when you consider the cost of crews wages & insurance, fuel, professional liability insurance and the USGC vessel inspections & maintenance. I need 4 customers to cover the cost of running a boat trip.

Nevertheless, I paid Joe to open the shop and AJ to run the trip for just the two of you at a loss to avoid any disappointment. I thought this would be preferable to a boarding pass or cancellation.

Regarding the boat, it is a fantastic custom dive platform. The 25' Delta is a very popular and successful commercial dive vessel. Its the same one that Quiescence Diving Services have been using for years with much satisfaction from their customers. I often get customers that request to be on the 'Get Wet' Delta specifically because they like it. It is inexpensive to charter privately and many customers know that if they book 1 or 2 spaces, they will either get the boat to themselves or will be in the company of only 2 or 3 others. Captain AJ was available to you exclusively on the day and would have ensured that you and your son were comfortable and had a good time. Its hard to imagine a more passionate and dedicated mariner than AJ. His dad ran a dive shop in Mobile AL, and as such he has been diving all his life and has 11 years experience in running commercial dive vessels. (He is one of the few captains in the Keys that is still actively diving, teaching and taking continued education classes.)

I understand that it was to be your sons first ocean dive and I sympathize with his anxiety, however this in no way reflects badly on us as an operation. We could have easily provided you with a guide if you had asked, at worst you would only have needed to postpone to the afternoon.

To summarize, we were ready to deliver more than promised - a private charter worth $500 at no additional cost to you to dive 2 reefs in the Florida Keys National Marine Sanctuary on a professional commercial vessel with a fantastic captain.

I accept that your son wasnt ready to dive and can understand you 'blowing off the dive' at the last minute but please dont make out that it was due to us not meeting the standard of professional dive charters to be expected in the Keys.

My offer I left on your VM still stands, you are welcome to take your dive trips at your convenience without prejudice any time in the future. If there is any aspect of your experience you would like to discuss, please call me on my cell (305)395-1194 or email me at silentworldscuba@hotmail.com

Regards

[TJDiver]

Well Chris, this is the third time I've received the lecture from your organization on the costs of operating a dive charter, and our incredible good fortune that you even opened the doors for us that day. Regardless of your over inflated veiw of your operation, we found your service and attitude to be unacceptable, and I would prefer that you just leave us alone.

[Chris at Silent World]

Originally Posted by TJDiver

Well Chris, this is the third time I've received the lecture from your organization on the costs of operating a dive charter, and our incredible good fortune that you even opened the doors for us that day. Regardless of your over inflated veiw of your operation, we found your service and attitude to be unacceptable, and I would prefer that you just leave us alone.

Lets remember that we have never met. I wasnt in the shop on the day you decided my attitude was 'unacceptable' In fact we have never even had a conversation.

I would respectfully suggest that if you dont want to discuss your experience, then dont post it on a public forum!

[Splitlip]

Actually, until TJ's posts, I have heard only good things about Silent World.

TJ, you have to expect the op to react when a post of that nature is made. This is a "forum".

And, I've been on a number of boats which looked whole lot "shabbier" than the one posted in the other thread. They did the job quite well. (Think Han Solo's Millenium Falcon. LOL)

[TJDiver]

Splitlip, yes I would expect someone to respond. However, my point is that this is the fourth time I've received the exact same speech from them, and quite frankly, I'm tired of it. Also, while I'm sure the boat in question is indeed seaworthy, we found it in a very sloppy condition that morning, thus my son was uncomfortable with it. When we drove back to the shop to discuss it with them, the fellow behind the counter was very rude with us, and my son did not understand, as we approached him in a very civil manner on the subject. We have now received the same lecture three additional times since that day, hence my frustration. I have done nothing more here than report a truthful depiction of our experience with Silent World...an act that many here have done regarding many other destinations and operations. Since our encounter, I have also spoken with a couple others that have reported similar experiences with Silent World, whereas they also used descriptors such as "rude" and "arrogant". That being said, I am sure many folks have also had good experiences with them, but no operator is perfect, and I stand by my review of our particular experience with them. I hope the members here understand, and use both views to form their own opinions and decisions, as I have found that using both positive and negative reviews gives me a better rounded picture on any given destination/operator. I thank you for your input, and this is the last I will post on this subject.