Last winter, Undercurrent subscriber Bill Suster of
Prospect Heights, IL, dropped his Zeagle Status I
dive computer off at Scuba Systems in Skokie to be
returned to Zeagle for repair. The one-year warranty
period had passed, but the computer had no more
than 50 dives on it. Suster liked the way it tolerated
repetitive deco dives, while still allowing reasonable
bottom times at sport depths. So he was willing to
pay for a repair.
But, after a long delay, Suster was perturbed to
find out that Zeagle was only offering warranty
replacements on the Status I, not repairs. Suster contacted
Undercurrent and we contacted Zeagle Director
of Sales and Marketing, Jim Wittstruck, who told us
that Zeagle had contracted with the original equipment
manufacturer, the Finnish company Benemec,
to distribute the Status I in the U.S. Later Benemec
got into financial difficulties and was taken over by
another Finnish operation. Zeagle began experiencing
problems with the new owner, involving product
deliveries and a protracted debate over honoring
warranties. Eventually Zeagle discontinued selling
the Status I.
Suster told us that he understands why Zeagle
severed the relationship: "An honorable company
will continue to support its products from inventory for a number of years after severing such a relationship,
and I expect Zeagle to do so."
Undercurrent called Wittstruck on Suster's behalf
and Wittstruck said, "I greatly appreciate Mr.
Suster's tolerance and will shop our dealer network
for a replacement." Some time later, Wittstruck
eventually offered Suster a new Status I for half
price. "It had been sitting around somewhere for a
while because the battery needed rejuvenation,"
Suster said. "Jim got it functioning and eventually
sent me a new battery, so I am happy with their
response."
P.S.: I couldn't help but contrast this with my own
experience when my out-of-warranty Oceanic Data
100 crapped out on a Channel Islands trip last summer.
It had failed to activate on one dive but started
up again later (fortunately, I had a Data Plus as a
backup). Like Suster, I was willing to pay to have it
repaired. But my dealer informed me that the Data
100 had been discontinued and was no longer being
serviced by Oceanic. I asked about the company's
upgrade program, touted on their website as "enabling
Oceanic customers to trade up to new technology
and features at a great price." My dealer called the
home office, but their best offer was a $15 trade-in
allowance on a new model. Thanks, but no thanks.
I chose instead to purchase a Suunto Mosquito,
which has performed quite satisfactorily.
- Ben