More excellent customer service from Dive Rite

[MORGAN]

A week ago Friday I was scootering in Manatee and noticed that my light beam looked strange and wiggly. On exam I noted that the light head appeared to be about 1/4 full of water. I turned the dive and the light continued to work for 3000 feet of scootering back to Catfish Hotel. There was water in the canister as well as in the light head. I drove up to Lake City and dropped it off at Dive Rite just before closing time.

Early the following week I got an e-mail saying that the flooding was from a cut in the cord and offering me two options - either rebuild the light for the same price as an HID to LED upgrade, or trade it in for an equivalent discount on a new light. I chose to have them rebuild the light.

This is a MR-11 lighthead with Slimline canister and NIMH battery that had been converted to LED a few years ago. It is 13 years old and long past warranty.

Dive Rite replaced every part of the light except the Delrin canister, latches, metal case of the light head, and the elastic handle. New glass, LED module, cord, wiring, switch, plugs, glands, O-rings, etc. They also noticed that the canister lid had an incipient crack and replaced that, too. All for the price of an HID to LED conversion: $299.00. They also sold me a new battery at the usual price. Essentially I have a new light for $299.00 plus a battery. The LED emitter they put in is a CREE XM-L2, the same as in their new canister lights.

When I got back from diving this past Friday, I had an e-mail that my light was ready. Immediately after I left Dive Outpost to pick it up, I got an e-mail from Jefferson Marchand who had been handling my case that they were closing at 4:00 and offering to drop it off at a local dive shop so that I could have it for the weekend if I couldn't make it to Dive Rite by 4:00. I was there at 3:45, so it wasn't necessary, but what a nice offer. From the time my flooded light was placed on their counter until they sent me an e-mail that it was done was 4.5 business days.

Truly excellent customer service.

Mike

[Doby45]

That Jefferson guy is great. I got to meet and spend some time with him and he definitely does the Dive Rite name proud.