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Bryan
Plank Owner
Posts: 5279
Joined: Fri Jun 24, 2005 11:40 am
First Name: Bryan
Location: Wesley Chapel Florida
Contact: Website

2011 Customer Service Challenge

Sun Jan 01, 2012 11:19 pm

Most divers are pretty easy to get along with. I would like to believe I get it perfect every time but we all know that's not entirely the truth.....Below is one of my most challenging moments in customer service in 2011.....I deleted the names and E-mail address or anything else that would ID the person....Never a dull moment here at VDH...


Last year I got a Phoenix double hose from you but I did not have a chance to use it until last week and it does not breathe so easy and I think there is something wrong with it. Can you tell me how to make ti easier to brethe so my girlfriend is not aftaid to go diving while using it please

Why did you wait so long to try it out? Did you try it on a cylinder when you first received it ? Not sure how I feel about a regulator that is over a year old and just now you are saying it does not work very well. If you want to send it back to I will be glad to check it out. I will ask that you pay the return shipping cost.

Cant you just tell me how to fix it while its here I did not use it sooner because the dive shop would not let me use it in the pool because they said it was dangerous and their insurance did not cover double hose regs. I talked to the repair guy and he has never heard of you and said that no new parts could be inside because U.S. divers that is now called Aqualung so you know has not made any parts and the parts that they had were burned in a fire a long time ago. Now I go to a new shop and they let me try it in the pool but said I cant use it when diving with them because it is not certified repaired and I do not have the card for diving with this kind of diving gear.

If anyone ever questions the validity of the repairs/service/parts etc on anything I have had my hands on please have them call me or direct the to the Vintage Double Hose website.
Please just send it back to me and I’ll double check how it’s working and get it right back to you. I’m going to send you some links to some pages on the website that will help you understand how important many other things are to ease of breathing when using a double hose regulator.

My girlfried thinks you should send me a replacement phoenix and do an exchange for this one since it does not work. If you will send a new one can you also send a certificate that says it is as good as modern regs and that I can dive with it anywhere other people go diving.

Here are you options……Send the regulator back to me and I will check it out and insure that it working correctly. This will be at no charge and you pay the return shipping. Or
Find a new dive shop and or some other vintage equipment divers in your area and get to know your gear and how it does and does not work. Or try it out in the pool a few more times following the recommendation from the video and picture links I sent you and see if you are happier with it.

My diving instructor said that double hose regulators were outlawed in the seventies because they did not have a way to us a pressure gage and an alternate air source and too many accidents happened with them because of this and they were sude . He said that my Phoenix is a good idea but no one would want to dive one because it looks old and it cant go on modern tanks with high presurs.

You sir are surrounded by dive shops full of MORONS. Please don’t listen to anything these people are telling you. Do some reading on your own and educate yourself on the subject. Double hose diving is not for everyone….Diving as a sport was never meant to include everyone to begin with. If you are really that unhappy with the regulator please return it to me and after I see it I will try and make an offer to buy it back from you.

:roll: :roll:
Doing it right should include some common sense, not just blindly following specs and instructions. .Gary D, AWAP on SB

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Robohips77
Master Diver
Posts: 814
Joined: Mon Jul 17, 2006 5:26 pm
Location: Southwest in the Buckeye State

Re: 2011 Customer Service Challenge

Sun Jan 01, 2012 11:32 pm

Your right never a dull moment. :shock:
First dives? 1967 and I never lost the fever.

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8dust
Master Diver
Posts: 555
Joined: Wed Aug 05, 2009 11:39 am
Location: Nashville's North Shore

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 12:35 am

Hmmm... maybe Allan was right all along, and this does need to be a more exclusive club

...Now that I’m in the door, that is... :wink: :D :P
Freddo
NAVED member #201

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Vintagediver
Master Diver
Posts: 269
Joined: Mon Jul 11, 2005 7:28 pm
Location: Benzonia, Michigan

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 1:22 am

Hmm; it's all coming clear to me now why there's a post for AK parts in another section on this board! :) :shock: :twisted: Terry
The friendship of many has been inspired and created while together we've explored beneath the waves the wonders of God's creation.

NAVED Member #137
Member of The 2016, 2017 Sea Hunt Forever Dive Team

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14020
Master Diver
Posts: 148
Joined: Tue Jun 08, 2010 2:50 am
First Name: Kim
Location: Erowal Bay, NSW, Australia

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 4:54 am

How hard is it :!: Send the reg back. :roll: It's not rocket science. :wink:
Kim,
Ocean Trekker, Dangerous When Wet.
"Rules are for the obedience of fools and the guidance of wise men" Douglas Barder.

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adairrj
Master Diver
Posts: 231
Joined: Fri Apr 22, 2011 9:37 am
First Name: Adair
Location: Sao Paulo - Brazil
Contact: Website

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 8:11 am

Unbelievable! This is so hard!!!
Bryan, the human being is complex ..... but today we have internet in almost the entire planet. This "diver" should not be very familiar with this "new" technology.
By the way, here in Brazil, many divers have heard of you ... and of the VDH...hahahah!!
And it is no coincidence, that thanks to VDH are on my homepage!!!!!
:D :D :D :wink:
*******Adair*******
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swimjim
Master Diver
Posts: 1710
Joined: Thu Mar 23, 2006 12:28 am
First Name: Jim
Location: Belgium WI

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 10:28 am

I've been out of the retail business for 20 years now and I still have nightmares about people like that! :shock:

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EHowe
Master Diver
Posts: 210
Joined: Sun Aug 28, 2011 2:59 pm
First Name: Edward
Location: Chicago

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 12:46 pm

Do you think maybe they're messing with you?? Some people think thats fun. Maybe he's a fireman. Just my experience :lol:

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Bryan
Plank Owner
Posts: 5279
Joined: Fri Jun 24, 2005 11:40 am
First Name: Bryan
Location: Wesley Chapel Florida
Contact: Website

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 2:26 pm

If I had not talked to the customer a few times on the phone I would believe they were just messing with me..... Unfortunately the conversations I had with him led me to believe he already knew all the answers to my questions before I ever said them... If you can imagine talking with Joe Pesci's character from Goodfellas then you kinda have an idea of how the conversation went..
Doing it right should include some common sense, not just blindly following specs and instructions. .Gary D, AWAP on SB

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antique diver
Master Diver
Posts: 2217
Joined: Sun Dec 10, 2006 12:50 pm
First Name: Bill
Location: North-Central Texas

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 3:01 pm

Because there are so many insufferably ignorant people running and/or working in dive businesses ( or should I say "dive boutiques") such as mentioned above, I am almost ashamed to tell people that I owned a dive shop for 31 years. :oops: WE WERE NEVER LIKE THAT!!! We loved to help folks with special equipment requirements.

I thank King Neptune that there are a couple of real "Dive Shops" near me, run by great people with real mechanical skills, and knowledge and the desire to help people.

And of course we now have VDH! :D
The older I get the better I was.

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Herman
VDH Moderator
Posts: 1317
Joined: Thu Oct 25, 2007 1:45 pm
Location: Raleigh NC

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 4:37 pm

antique diver wrote:Because there are so many insufferably ignorant people running and/or working in dive businesses ( or should I say "dive boutiques") such as mentioned above, I am almost ashamed to tell people that I owned a dive shop for 31 years. :oops: WE WERE NEVER LIKE THAT!!! We loved to help folks with special equipment requirements.

I thank King Neptune that there are a couple of real "Dive Shops" near me, run by great people with real mechanical skills, and knowledge and the desire to help people.

And of course we now have VDH! :D
Amen.
I am lucky as well. I have 2 LDSs locally that support both my vintage and self service reg adventures. I was kidded on Fri when Henry and myself went to test out a brand new Pegasus that I built for him. The owner did suggest that the shop staff get the super duper titanium and kryptonite clad release forms for us to sign before we could test it out...we signed nothing. :)
Herman

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Aileron
Master Diver
Posts: 269
Joined: Sun Feb 13, 2011 10:24 am
First Name: Lisa
Location: Stuart, FL

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 5:07 pm

Grrrrrrr.....Well I was frustrated just reading this....I can't imagine how you felt actually speaking/dealing with him. There are people in this world that you'll never be able to satisfy. I would do everything I could to buy this reg back from him because:

1. He obviously doesn't appreciate anything about the reg itself, or the community.
2. He'll never be satisfied with the nuances of the reg.
3. He doesn't have a support system locally to test it or learn about vintage diving at all.
4. He'll continue to blame you Bryan for everything associated with his reg and make completely ludicrous requests/accusations regarding it.

End the relationship now if you can.

Just my .002 psi

Lisa
The Kids: Royal Mistral, Voit Faux 50 Fathom, Jet Air, PRAM x 2, Snark III Silver, DA, Healthways, DA Non Mag
NAVED #205

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kgehring
Master Diver
Posts: 563
Joined: Wed Jun 29, 2005 7:44 pm
Location: Indianapolis
Contact: Website

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 5:37 pm

Maybe golf is in their future!
http://www.scubamuseum.com
Over 400 vintage regulators in my collection

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macado
Master Diver
Posts: 117
Joined: Tue Aug 09, 2011 8:21 pm
First Name: Michael
Location: Boston, MA
Contact: Website

Re: 2011 Customer Service Challenge

Mon Jan 02, 2012 6:40 pm

Do people not read or do any research before they buy anything? That must be extremely frustrating to have to deal with. He seems to know nothing about the regulator. I'm guessing they just strapped it on a stab jacket with all the modern accouterments and expected it work like a single hose.

I think the ignorance of the dive shop or the instructor referenced might piss me off even further. Certification for the regulator? Double hoses being outlawed?

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seakrakken
Master Diver
Posts: 107
Joined: Sat Dec 17, 2005 4:47 am

Re: 2011 Customer Service Challenge

Tue Jan 03, 2012 1:37 pm

:roll: How did that guy even find out about a Phoenix?
I wonder what he thought he was buying?
Maybe he should have been lined up with one of those catastophic Mistrals Aqualung made a few years ago.
I'm sure he would have been convinced how great DH diving was then! :twisted:

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