Hi,
I would like to share my recent experience with Northern Diver after buying there top of the range Guardain GTEK Ultra BCD.
My dive instructor organised the purchase as he is a regular customer and recommends ND to new/current students. As arranged, I telephoned them with my credit card details to pay for the BCD £199.99 and 14 kg of lead shot £75. This was be collected by the instructors friends who were at ND at the time buying some gear of their own.
I received the BCD and lead shot but did not get a receipt of purchase which I did not really give a 2nd thought about.
My instructor said it would be a good idea to test the BCD so joined his club night at local leisure centre diving pool. As soon as I put the BCD on with the weight of the tank, one of the shoulder straps loosened completely itself and would not stay tight. The other strap was not as bad but still could not get the strap to fit me correctly in the position I wanted.
He tried to sort the problem but said that it would have to be returned to Northern Diver.
After telephoning Northern Diver customer service, Ian Evans, I was told I would have to return BCD at MY COST!
Because this was a Monday and I was doing my Dry Suit Speciality on the Friday, I needed it for then so had to pay £21 next day (Tuesday) delivery.
The "Repaired" BCD was returned to me on the Thursday. ND has just fitted 2 new shoulder strap buckles.
Kitting up for my Speciality Course, immediately the same problem happened again but having no spare BCD I had to do the first dive of the course with the BCD in a terrible position on my back which is not the best when learing to use a dry suit for buoyancy etc
I perservered for the 2nd dive but the instructor cable tied the straps down which allowed me to complete the 2nd dive and my course.
As soon as I got home I telephoned Ian Evans but had to leave a message on his answer phone to call me back regarding this BCD problem. I received no call.
So on the Monday morning I called again and spoke to Ian who took ask where was my receipt which I explained I did not receive one. He said he could not help me as he would have to wade through loads of paperwork to find my order!!!!!!
After sourcing my credit card bill I gave him the date etc of the purchase andmiracuously the receipt was found.
I stated that I wanted a full refund for the BCD and would accept nothing else.
ND arranged for a courier to collect the BCD on the Thursday which what happended. I waited a full week and did not receive a call, email or any communication whatsoever regarding the BCD to say that they had even recieved it or when I would get my refund.
I could not get hold of Ian Evans as he "was away on business". I spoke to another guy who was very unhelpful and said he would pass it on and nothing more he could do.
I waitied another week and still no refund so contacted Ian Evans again who said he would refund me and took my credit card details.
Guess what another week went by and no refund. As I am away offshore I had to email him and told him how disgusted I was with the customer service that I received and he apologised and said he had been so "busy".
Eventually I received a refund of £186 and not the £199.99?????????????
I emailed him again and he said that is all the invoice said???????
When did ND sell their top of the range Guardian GTEK Ultra BCD for £186 when they are now on sale for £249.99????????
He said if I could prove the price paid he would refund me the difference when he knows fine well I did not receive a receipt in the first place.
Northern Diver have the most appalling customer Service I have ever encountered and will never ever buy any thing from them again.
So for the pleasure of owning the ND BCD has cost me £21 + £14= £35
ND are rips offs!
I had to borrow a BCD to complete my Advanced Open Water, a Tusa Platina Evo, which was awesome and have since bought the same from simplyscuba.com
Barry
I would like to share my recent experience with Northern Diver after buying there top of the range Guardain GTEK Ultra BCD.
My dive instructor organised the purchase as he is a regular customer and recommends ND to new/current students. As arranged, I telephoned them with my credit card details to pay for the BCD £199.99 and 14 kg of lead shot £75. This was be collected by the instructors friends who were at ND at the time buying some gear of their own.
I received the BCD and lead shot but did not get a receipt of purchase which I did not really give a 2nd thought about.
My instructor said it would be a good idea to test the BCD so joined his club night at local leisure centre diving pool. As soon as I put the BCD on with the weight of the tank, one of the shoulder straps loosened completely itself and would not stay tight. The other strap was not as bad but still could not get the strap to fit me correctly in the position I wanted.
He tried to sort the problem but said that it would have to be returned to Northern Diver.
After telephoning Northern Diver customer service, Ian Evans, I was told I would have to return BCD at MY COST!
Because this was a Monday and I was doing my Dry Suit Speciality on the Friday, I needed it for then so had to pay £21 next day (Tuesday) delivery.
The "Repaired" BCD was returned to me on the Thursday. ND has just fitted 2 new shoulder strap buckles.
Kitting up for my Speciality Course, immediately the same problem happened again but having no spare BCD I had to do the first dive of the course with the BCD in a terrible position on my back which is not the best when learing to use a dry suit for buoyancy etc
I perservered for the 2nd dive but the instructor cable tied the straps down which allowed me to complete the 2nd dive and my course.
As soon as I got home I telephoned Ian Evans but had to leave a message on his answer phone to call me back regarding this BCD problem. I received no call.
So on the Monday morning I called again and spoke to Ian who took ask where was my receipt which I explained I did not receive one. He said he could not help me as he would have to wade through loads of paperwork to find my order!!!!!!
After sourcing my credit card bill I gave him the date etc of the purchase andmiracuously the receipt was found.
I stated that I wanted a full refund for the BCD and would accept nothing else.
ND arranged for a courier to collect the BCD on the Thursday which what happended. I waited a full week and did not receive a call, email or any communication whatsoever regarding the BCD to say that they had even recieved it or when I would get my refund.
I could not get hold of Ian Evans as he "was away on business". I spoke to another guy who was very unhelpful and said he would pass it on and nothing more he could do.
I waitied another week and still no refund so contacted Ian Evans again who said he would refund me and took my credit card details.
Guess what another week went by and no refund. As I am away offshore I had to email him and told him how disgusted I was with the customer service that I received and he apologised and said he had been so "busy".
Eventually I received a refund of £186 and not the £199.99?????????????
I emailed him again and he said that is all the invoice said???????
When did ND sell their top of the range Guardian GTEK Ultra BCD for £186 when they are now on sale for £249.99????????
He said if I could prove the price paid he would refund me the difference when he knows fine well I did not receive a receipt in the first place.
Northern Diver have the most appalling customer Service I have ever encountered and will never ever buy any thing from them again.
So for the pleasure of owning the ND BCD has cost me £21 + £14= £35
ND are rips offs!
I had to borrow a BCD to complete my Advanced Open Water, a Tusa Platina Evo, which was awesome and have since bought the same from simplyscuba.com
Barry