How Dive Rite got it Right!
Several things have been going on lately that have me thinking more in a State of Gratitude. Let me share one that helped put me there...
On my first trip to Cave Country (N. FL) this year I paid a visit to Dive Rite in Lake City on my way to the High Springs Country Inn (another wonderful group, as so many will attest to). I had a few issues to address as I had been in Turks and Caicos for a rather extended trip and some of my Dive Rite gear needed attention.
First, I presented my yellow Dive Rite fins with a foot pocket that had split along the seam. John immediately engages, “No problem, here’s a new pair. Sorry we only make them in gray now, but they’ll hold up better as we changed the materials.” This is several years after the switch mind you, now come free fins. Cool. OK.
Next, my Nomad wing had separated at the elbow. Seems the electronic weld did not hold well, so John again, “No problem. Here’s a bladder. We improved the material. No charge.” Huh. Wow. OK.
Now I present my LED 700 light. This one was entirely my fault. My girlfriend had moved the light while I was charging it, the O-ring had fallen out, and as I went for a twilight beach dive at Coral Gardens on Provo (highly recommended) I discovered my mistake. Entering the surf my can flooded as my light went on without flipping the switch; saltwater. Ouch. OK, so I need a rebuild… Now John, “That would suck to have to rent a light while you are down here, so here, take my personal light to dive while I repair yours. Just swing by whenever you are leaving and exchange it for your repaired one. This should just take me a couple days.” Wow again; Unreal! So I left feeling just super impressed. Man, I’m just some guy off the street and get this treatment, great!
If that wasn’t enough, when I get back to exchange lights, greeted with a smile and “How were your Dives?”, he’s not only fixed my light, and now it’s got this GREAT red O-ring (D’Oh!), but in the process of the repair upgraded the LED to the current model, NO CHARGE! “This will work a bit better for you. Let us know how it works out”. Wow. Ok. Works great! Thanks!
In summation, my bill was less than I had expected, the service 10x what I had expected, and the experience one of the most satisfying I have ever had as a customer of any product or service, ever.
I know all companies have their issues with products of one sort or another, but when you get a company that will treat you like THIS, well, I’m really OK with that and will, and do, recommend their products, mostly because of this experience and the overall value their products represent.
Additionally, on my next trip down I saw most of “Team Dive Rite” around the springs. They were all great, cordial, friendly and neighborly asking “how’s it going” and the like. All genuine too, I might add. Whatever problems I have had with them over the years (few) have completely evaporated and their current Modus Operandi earns my respect, recommendation, and business.
Well Done Guys, and THANK YOU again!
-Justin Bates
