Ikelite European Service Center

You only have to be a casual observer of these forums to note that Ikelite have an excellent reputation for customer service. If things go wrong with their kit, they are fixed and turned around in no time. If you live in North America.

Ikelite are one of the major brands in underwater photography and used by many photographers outside of North America. And for those people fixing problems takes much longer. And again a short search of the Wetpixel forums will find plenty of non-North Americans frustrated with Ikelite gear for this reason.

I think it would be a good idea to have a major Ikelite service center in Europe, possibly attached to one of their main dealers over here - holding spare/replacement parts. While this won't necessarily benefit Ikelite users all around the world but Europe is one of the main concentrations of underwater photographers globally, and a service centre within the EU would allow people to have their strobes/cables fixed without having to deal with customs.

My guess is that it wouldn't necessarily need someone working on it full time. It could be offered to someone who already services/repairs UW photo kit or even topside cameras.

They have probably already thought about it, and maybe it is not cost effective. But after a recent conversation with friends - i thought it was well worth discussion.

Alex

That would be a significant improvement of their overall offer.

You only have to be a casual observer of these forums to note that Ikelite have an excellent reputation for customer service. If things go wrong with their kit, they are fixed and turned around in no time. If you live in North America.

 

Ikelite are one of the major brands in underwater photography and used by many photographers outside of North America. And for those people fixing problems takes much longer. And again a short search of the Wetpixel forums will find plenty of non-North Americans frustrated with Ikelite gear for this reason.

 

I think it would be a good idea to have a major Ikelite service center in Europe, possibly attached to one of their main dealers over here - holding spare/replacement parts. While this won't necessarily benefit Ikelite users all around the world but Europe is one of the main concentrations of underwater photographers globally, and a service centre within the EU would allow people to have their strobes/cables fixed without having to deal with customs.

 

My guess is that it wouldn't necessarily need someone working on it full time. It could be offered to someone who already services/repairs UW photo kit or even topside cameras.

 

They have probably already thought about it, and maybe it is not cost effective. But after a recent conversation with friends - i thought it was well worth discussion.

 

Alex

Hello Alex

What I am about to say I hope I do not come across as overtly commercial or in anyway criticizing some manufacturer's policy.

Totally agree with your view. There should be regional service centres. Some other brands do. At least for SE Asia I provide repair services for most housing not just for Ikelite. Too many time I need to send housings and strobes back and forth from SE Asia to USA and the cost of air freight is expensive not to mention the carbon we are adding to the atmosphere. I usually fix things for customers if the problem is minor. I even machine out parts if the customer is desperate. The latch for the DS 125 and the later DS 160 or 161 strobes is a case in point. They do occasionally break or get stuck when sands get in. Ikelite provide a latch replacement kit with a little socket wrench so that customer could repair that particular problematic part. Well I get to do that as most of my customers prefer to use someone with a bit of mechanical knowledge. Why this principle not used throughout their product I am sure they have their reasons. In some cases the casing may have to be completely replaced then it would make sense to send the stuff back. All other stuff I sell, I repair and serviceable with spare parts from the manufacturers. To do all this a full time person is definitely needed in fact you need lots of them. So there you go. I will probably get edited out now.

Cheers

David

And again a short search of the Wetpixel forums will find plenty of non-North Americans frustrated with Ikelite gear for this reason.

I am on my third Ikelite housing and happy with the performance-price point of Ikes housings as I want to use the same camera for topside and underwater photo and thus change housing whenever I change topside camera. With Ikes I can afford to change every second year or so. However, I am really tired of the hassle and cost of sending housings, strobe cables and strobes to Ikelite in the US whenever something needs to be fixed. Turn arounds may be quick for US citizens, but they certainly are far from quick from Sweden. Also, much of the price difference between Ikelite and some of the midpriced brands will more or less be gone with a few return postage fees to US. It is at a point now where I probably will choose a housing brand with a service center in Europe for my next housing and pay the 1000$ or so more for the housing. So to me a service center close by (that is Europe) will more than likely be essential for staying with Ikelite for my next housing.

Well Kevin at www.aquaphot.com here in the UK can carry out repairs and servicing of Ikelite equipment. He's usually pretty quick too. Not sure if you are meaning warranty repairs which is the responsibility of the importer (here in the UK) anyway, which I would guess may have to go back to the manufacturer for evaluation?

It would be great, Alex, definitely. But thanks Paul for the info re aquashot - good to know for non-warranty covered repairs.

As i sugested already here and on Scubaboard,

Ikelite has a quick service for the customers in the US, but customers outside

have to fight with rather expensive shipping rates to send defective or to service Ikelite

procucts to them.

I bought in New York a brand new DS-125 and while back in Costa Rica i discovered that it won't fire.

Ikelite told me to ship it on my expenses complete (Battery pack, Cable and strobe head) back to them to check it.

It turned out that the strobe tube was defective, they repaired it and sent it ack to Miami where i had sent it to Roatan

where i was for a vacancy. The whole story costed me about 250$ and Ikelite denied to pay for shipping from Costa Rica

to them and from Miami to Roatan.

Also i would consider to upgrade the 2 latch port to the new 4 latch system, but only the shipping cost will be too expensive

to consider that.

Ikelite build excellent gear, but in this moment their legendary customer service is only for US residents.

I agree that distributed service centers would be a big step further fo Ikelite and would influence my decision to still buy Ikelite or switch to a more international orientated manufacturer.

Chris

Ikelite product

Yup. They stick the US dealers for shipping defective parts and products to customers outside the US. Says it's the dealer's responsibility. Not sure that they don't have a responsibility to insure that products aren't bad-out-of-box and to pay for it when they occur, IMHO.

As far as on-going warranty work, it's generally the customer's responsibility to ship things back whether in the US or not. I think they should pickup the return shipping though.

It does vary from mgf to mgf though.

Jack

Well Kevin at www.aquaphot.com here in the UK can carry out repairs and servicing of Ikelite equipment. He's usually pretty quick too. Not sure if you are meaning warranty repairs which is the responsibility of the importer (here in the UK) anyway, which I would guess may have to go back to the manufacturer for evaluation?

Yeah, my idea would be to train and make someone like Kevin and official warranty service centre - with lots of spares so things can be turned around quickly.

Alex

+1 for Kevin at Aquaphot. It's where I'll be sending my out of warranty Ike for repair, he deals with just about anything underwater and is very knowledgeable and helpful.

I am rather amused reading this thread. I did have an ikelite housing needing repair. Here in Asia there is an online shop called Ikelite Asia but as it turned out it is just a dealer and not ikelite with a Asia office so no repair shop here. My housing have to be send back to the US by another dealer for repair and shipping was not a small sum. Why is ikelite allowing their name used like this is puzzling. What is even more puzzling is why ikelite not make the product right in the first place and works without breaking down or one have to fiddle with the controls. Setting up repair centres definitely help to reduce shipping cost but that is no solution for poor products. The design should improve as well but this is sadly not the case.

B Ling

Yes, having to ship everything back to US for repair is definitely a negative for Ike. A European service centre would be a real bonus and selling point for them. It's impossible even to get a quote for the more quirky repairs.

I have a dead DS125 (not flooded) and can't make up my mind whether to get it sorted or just bite the bullet and buy another.

I may even go Inon because of it, although I love the native colour temp of the DS.

Yeah, my idea would be to train and make someone like Kevin and official warranty service centre - with lots of spares so things can be turned around quickly.

 

Alex

Another vote for Kevin. He's always given me excellent service and I believe he provides 'behind the scenes' servicing and repairs for companies like Cameras Underwater.

You want to try living in Australia - especially on the west coast Everything is located on the east coast and takes forever to either buy or get something fixed. Most of us here in the west tend to deal with agents in Asia (Japan / Hong Kong) etc as the turn a round time is usually quicker.

Karl

Hi all,

I think Alex's idea is a great one-but I would like it to extended it to all housings! Many of the European housings are difficult to find parts/service for too.

I often find it easier and quicker to get parts from the US for European housings!

My next housing choice will revolve as much around availability of spares and servicing as the housings performance and features.

Business opportunity for someone!

Adam