Dive product repair service
Hi all, does anybody knows how to escalate the case to the level when service center actually reacts to the escalation?
I sent my dive computer, which is suunto d5, to the service for battery replacement. At the beginning everything was magically fast. I printed the dhl sticker and in 2 days my D5 travelled from Vilnius to Prague. And I received an email that service will take 7 business day. Great I thought! It was Oct 3, 2023.
After that things went terribly wrong.
After 7 business days I checked status of my request it was something like “Travel to L3”, I suppose this is factory in Finland. It was traveling more than 2 weeks, and on Oct 19, I received another email, that it will be repaired in 20 business days.
And from that moment things went from bad to worse.
I reached suunto chat service, because there is no any other option to reach repair center and and actually talk to the engineer or service man or team leader of some sort over there.
Asked them, could you please check with them if it’s actually 20 days, just bring me my computer back un-repaired, if its not 20 days, could you please check with service center if I can receive it before Nov 9.
Yeah, yeah replied they, we will do our best. Result - no notification to me, no email, nothing.
Status of the request changed from Received to “HOLD for cost aproval”.
And since than it is in that state, I reach support every single day for the last week, nothing changes, I haven’t received any cost approval email (I checked spam folder and search everywhere in the emailbox). I already escalated the case several times - nothing happening. Status is the same. 10 days ago I was telling send me something so I can pay whatever required. I approve everything, do not wait - please do something.
Support team always asked me if I received this email.
Dear customer, I have analyzed your device for the faults reported in the fault description and performed all the necessary tests. In order to repair the unit we need to replace the accumulator. We want to ensure that the product works properly, so basic maintenance service is needed. Service includes needed gaskets, functional testing and water resistance testing. Water resistance of product is tested with air pressure, no actual water is used. Products categorized as dive products are also test dived in water. Service includes a three (3) month service warranty. Please note that The Warranty Period is one (1) year for accessories including but not limited to wireless sensors, chargers, cables, rechargeable batteries, straps, bracelets and hoses. Best regards, Markus, Suunto Service Center
And I asked suunto support to give a call, send direct email to the Markus, they can’t make calls and emails are ignored. Escalations are ignored.
I received another one the other day:
Checked the status, no buttons, not payment links, not emails with payment links, nothing apart from reminder.
Now I just want my D5 back, even un-repaired. Asked twice this week - they said it’s escalated again, but thing is happening, no status update, no emails, nothing.
Is there any communication channel which reacts to the escalation? I can’t believe support service could be so poor, not being able to resend the email or validate the email, or make a phone call to Markus and ask, what’s going on.
This is my classic chat support dialog, this one is from today, but essentially they are exactly the same.
And they even don’t know where my D5 is now.
And after that they told it is in the one of the finnish service, (it is listed on suunto service locator site) I called there - they told they haven’t received anything by mail.
My guess they lost it somewhere.