What TICKS ME OFF about Equipment Manufacturers...

...is certainly NOT what this thread is about!

Ya know, we often write posts about what's WRONG with the gear we buy instead of what was done RIGHT. For all of you out there who have lost faith in gear manufacturers, please read my little story.

I'm not a big time camera dude for Discovery Channel Communications. I never shot a single episode of Deep Sea Detectives. Heck, I don't even think I'm that good a videographer (YET!). But, this week, I sure was treated like one. About 8 months ago, I purchased an underwater video monitor for my housing. You really can't shoot good video without one. Everything worked fine until one day I somehow flooded it. Sent it back, got it fixed in a week, started using it again.

This coming weekend, I'm planning on diving a wreck I've wanted to do video of for quite awhile. It sits in 160 FT of water off Hatteras Island, NC. LAST weekend, I added lights to my rig and needed to test them. Took my rig 35 miles off Virginia Beach on a test dive, got to the bottom and BAM, no picture on the video monitor. Lights swinging on the arms all over the place. Damn it Jim! Got back to the dock, suitably humbled, tried to figure what went wrong with the monitor. Tested it on another camera, changed the battery pack, metered the battery pack, did everything. Still no picture. Like I said, I'm not a camera dude for the Discovery Channel.

Picked up the phone on Monday morning. Called Gates Underwater Housings in California. Spoke to the person who helps imbeciles like me, a VERY nice lady by the name of Pam. Described the problem. Said I needed my video monitor back no later than noon on Friday so I could film sharks on Saturday. Pam guides me through a quick diagnostic (no luck) then gives me a FedEx account number. Says box it and ship it to us express overnight. I drop off at FedEx Monday night, 5 PM. Wednesday morning at 10 AM (less than 48 HRS later), FedEx delivers a package to my Washington, DC office. Opening it, I find my completely repaired Gates Underwater Video Monitor. Not believing my eyes, I wait the hour for the time to catch up and call Pam at Gates in California. The problem? Battery pack got too hot and overloaded the electronics board. Complete replacement of the guts.

So, let's see. Overnight FedEx from Virginia Beach to California and back, Monday night to Wednesday morning. Repaired the equipment on Tuesday.

How much?

$0.00 - that's right, $0.00 !!!

Very few companies I've EVER encountered can even come close to this level of customer commitment or service, especially for a shlep like me, LOL.

I'm now a Gates customer for life...

Well done, Pam, WELL DONE !!!

Andy

I have to say that I have had the same experience with Gates. From John, Pam, and on down the line they have always been attentive, professional, and courteous. I'm glad to hear nothing has changed.

Matt

I agree fully. Gates have the best customer service in the biz. Always have.

Josh

Being a die hard Gates user for 6 years, and a dealer for 5 years, I can only attest to the fact that that is Gates customer service 24/7/365! They have done amazing things for me personally, and a number of our customers over the years. Good luck with your shoot!

Ditto for me too. Gates service is the best.

Couldn't agree more. Gates service is the best.

Couldn't agree more. Gates service is the best.

And again... awesome service

Gates has always stood behind their products even before John took over with Pam at the customer service helm. It has been a long standing tradition for them that John has thankfully kept alive.

You're right, we often focus on the negatives and really should be cognizant of all the positives many customers receive.

Steve

On a neutral view... I'm not surprised really as you actually pay for this sort of service in the prices of the housings... If you buy a cheaper version then you can expect a lesser standard... Its 'probably' all part of the package with Gates...

Saying that i've met John and Pamela and yes they are very nice peeps...

Dive safe

Dean(not butt kissing for a cheap Ex1 housing, but wouldn't turn an offer down)B

Another big Gates fan, and had a chance to finally meet them in person last year. Great bunch of people, hands down, who make great products and stand behind them (and also the people who use them, as you discovered.)

On a neutral view... I'm not surprised really as you actually pay for this sort of service in the prices of the housings... If you buy a cheaper version then you can expect a lesser standard... Its 'probably' all part of the package with Gates.....

Maybe, but I can think of companies that have prices just as high or higher and their customers don't seem to be as satisfied with the service. On the other end of the spectrum, Ikelite has a great reputation for their service and they aren't high priced housings.

OK, just read the post on Gates and thought I would add my short story about another manufacturer.

In early May I purchased a new camera(sony 520v) and a housing the Amphibco evo buddy set up. I did not have time test it in Virginia Beach(my home town) because I was on my way to the Philippines to teach myself videography.... Well I went for the maiden dive in late May and it worked fine for the first 10 dives but early June the Monitor went dark. I did all the things one would expect, but to no avail. Contacted AMPHICO and they did not hesitate to ship me out a replacement monitor via international fedex and it arrived within 5 days I installed it and it has been working like a champ ever since(40 dives later). All that they have asked is that I return the failed unit on their dime when I return to the states in Mid August. So my Hat is off to Amphibco who really stood behid their product and customer.

I did not have to pay for anything on the replacement part and luckily was not liable for any duty/custom fee on the replacement part.

Just a quick note: I have been very pleased with the set up I purchased. I have just started putting together some videos and they are coming out reasonably well. Another month and I will be back in the states and hope to have a couple of finished products...

Cheers

I did not have time test it in Virginia Beach(my home town) because I was on my way to the Philippines to teach myself videography....

WOW! Wish I could do THAT! Hey, Virginia Beach is my home town too. How come we haven't ran into each other diving yet?

Andy

Actually while on the subject ages ago I had an Ikelite housing and during a flight the housing suffered a small chip at the rear. I sent it back to Ikelite and they changed out the housing and paid all the shipping cost!

For a 'cheaper' housing they have fantastic service as well.

Jon

WOW! Wish I could do THAT! Hey, Virginia Beach is my home town too. How come we haven't ran into each other diving yet?

 

Andy

Andy,

I am more of a warm water guy.... I have dove on and off in Va Beach but mostly head to warmer climes... maybe when I get back in August we can get together and discuss the different housings...

Cheers,

Roger