Paul Kidson

You know, all you seem to hear about these days is how bad companies seem to treat their customers.  Even more so if the item you bought is a mere few days out of it’s warranty period!  Well recently I received some outstanding customer service from Suunto UK and I’ve decided to tell (bore?) you with it’s details…

It all starts on one of our usual Thursday dive days.  A few of us had gone down to Swanage to dive the Kyarra with Swanage Boat Charters to keep the skills in and maybe find some treasure   I did find a pewter jewellery box and a glass bottle with it’s stopper still in so was in a good mood when we returned to shore, we all had a bite to eat and discussed some future wrecks we want to dive.

Anyway, I was stood outside with Mike and just happened to glance at my D9 to see what the time was when I saw a layer of condensation on the inside of the screen   I was less than impressed, especially with our Scapa trip only a month away.  Got home and rang Suunto UK and was advised to send it on for an assessment so the next day (Friday) it was on it’s way to them.  I’ve had this computer for nearly three years and it’s well out of warranty though so I wasn’t going to hold my breath!

I rang Tuesday to make sure it had arrived, the lady on the other end of the phone said it had and was being “looked at now” and they would give me a call later.  At this point I’m expecting at best a large bill for fixing/service ar at the worst a dead computer.  Wednesday comes and no computer/phone call so I dig out the old Aladin to use on our next dive, it would get bent as it doesn’t gas switch but would at least give me depth and time so I could run the slate ok.

Thursday I get back from our dive to find a parcel waiting for me, it’s my D9, fixed, tested and serviced and returned to me with no charge!  Not even for return postage.  This is a three year old computer remember that I didn’t even buy in the UK.  This (to me at least) is superb customer service and has pretty much guaranteed that my next computer (for after our Trimix course) is going to be the Suunto HelO2. I was 50/50 before but now..

So to summarise…  Suunto UK = best customer service ever!  Thanks Guys