Exceptional service - ocean-explorers.co.uk

[cwood]

All to often I see posts complaining about bad service from dive retailers but this week I was so impressed with one particular place that I reckon they deserve a mention:

After seeking and receieving advice on YD about which twinset to get I eventually decided on a set of heavy Euro D12s with Halcyon bands and manifold from ocean-explorers.

Ordered over the phone to find that the price on the website needed updating (£20 more) but I could have them for the stated price of £400 (including postage).

A few days later they arrived but I was suprised to see that the weight stamped on each was 13.3kg rather than the 14.2kg I was expecting. The additional weight was one reason I went for these cylinders and 1.8kg lighter was a fair amount more lead i'd need on my belt.

Phoned Brian at ocean explorers to ask about this. He was even more suprised than I was as the lightest he'd ever seen was 13.8kg. He told me that if he had received the cylinders he would have been happy either and made arrangements to have the set couriered back to him at his expense and have a new set (of exactly 14.2kg) dispatched.

It turns out that the manufacturer had changed the spec and started making its cylinders lighter to save costs as 'the oil companies were buying so much steel for piping'.

Brian was most apologetic and after phoning around managed to find a set from the previous batch at another retailer which are stamped at 13.9kg.

These are due to be with me tomorrow.

Truly excellent service conducted in a very professional and friendly manner. Pretty rare these days but without a doubt it makes a huge difference to the customer.

Cant wait to try them now!

Chris

[GLOC]

Well done Brian. Nice of the manufacturer to let you know!

Regards

[Brian of Aquanauts]

Thanks Chris, but am a bit embarrassed about the whole thing to be honest.

It turns out that according to my supplier, Eurocylinders are not making heavy Euros anymore due to a shortage of raw material.

Chris got a set of 13.3kgs (instead of 14.2kg) direct from Germany through me, which was a surprise until I found out that they're only making 13.2 - 13.4kg cylinders now. I phoned around a few other dealers and tracked down a set left over from the last batch out of EC which i couriered across.

Over the last month or 2 weights have become less and less reliable, and now we know why.

The heavy ones were very nice for diving in the sea... no real difference on trim, but it looks as if future purchasers will have to wear 2kg extra lead. At the moment you'll still find odd cylinders and sets around from the last batch out of the EC factory, but they won't last long.

Thanks for bearing with me Chris, your new set should arrive tomorrow.

[Rob Dobson]

Still good news for the 2nd hand market as the older heavier ones should hold their value. Which is handy seeing as I've got a few sets I'll be putting up for sale shortly...

[Fiona]

Originally Posted by Brian of Aquanauts

Thanks Chris, but am a bit embarrassed about the whole thing to be honest.

I don't see why Brian. Good on ya anyway.

[biggadiver]

[quote=Brian of Aquanauts;838382]

Chris got a set of 13.3kgs (instead of 14.2kg) direct from Germany through me, which was a surprise until I found out that they're only making 13.2 - 13.4kg cylinders now. I phoned around a few other dealers and tracked down a set left over from the last batch out of EC which i couriered across.


my Faber 12lr tall cylinders are 13.5kg so maybe Faber cyclinders are now a better option, they are not as exspensive and very easy to find.

[Ricky2703]

I is good to hear about good customer service, it is getting unusual in the UK.
well done ocean-explorers.co.uk

For extra weight try adding a heavy backplate and/or V weights

Ricky

[weazelz]

I got a set from knackers not so long ago & was quite suprised that they were 13.3kg or thereabouts. I got mine for the trim benefit rather than the weight - I have a set of fabers as well & in some ways I prefer that they're the same weight so I don't have to put different v-weight on the different sets

I assume that the outside diameter of the cylinders is unchanged, only the wall thickness is different? so I get more gas in my cylinders

[neilh]

Originally Posted by Brian of Aquanauts

Over the last month or 2 weights have become less and less reliable, and now we know why.

Ahhh, explains why the ones I got recently were 13.8 then. Like other's I'd expected them to be slightly heavier (not that it's a big deal).

Originally Posted by Rob Dobson

Still good news for the 2nd hand market as the older heavier ones should hold their value. Which is handy seeing as I've got a few sets I'll be putting up for sale shortly...

Nah don't bother Rob - it's too late now, I've got a set

[SJT]

I'll second the high praise for Brian and the very good level of customer service at Ocean Explorers.

I had a similar experience when I ordered my own twin 12s from Brian, so Brian gave me his own twinset to borrow while he sorted out a new heavier set of cylinders with his supplier.

It only took a few weeks to get my new set delivered, but due to logistics (I live in London, Brian lives in Plymouth) I ended up keeping Brian's set for about 4 or 5 weeks.

Now that's what I call customer service! I'll certainly be using Ocean Explorers again.

Thanks Brian