Piss poor customer service by Suunto and Victorinox
I own a Suunto Mosquito dive computer. Its not the most advanced dive computer in the world, but it does the job. Recently I was having problems opening the battery casing and in any case thought the computer needed a servicing, as I had owned it for about 6 years and had not had the computer serviced since I bought it. I therefore went to the Suunto home page to find out where the Suunto service centre in Hong Kong was.
I went to the support section of the website and I was told for a "diving instrument" to contact the nearest service center and therefore clicked on the service center locator link. For Hong Kong, the search revealed that Victorinox was the Hong Kong service agent for Suunto, with their location being in Kwun Tong.
As Kwun Tong is quite far away for me, I emailed Victorinox to see if they could assist me in repairing the dive computer. Victorinox were quite quick in their response and told me to bring the computer to their service centre in Kwun Tong.
So off I go one lunch time (office hours are not the best for Victorinox, meaning the only time I could go was at lunch time and the location is about 50 minutes away from my office). When I get to Victorinox in Kwun Tong I get told by the service centre staff that they do not deal with Suunto dive computer servicing and that a company called CD Services deals with this.
The service centre lady is quite surprised that I would come to their service centre for my dive computer. I showed here my email exchange with her company (where I had specifically stated I was enquiring about a dive computer) where they told me to come to Kwun Tong. Again the lady remains completely surprised but can't really do much about the situation.
The kick in the teeth, CD Services is about 5 minutes walk from my office. I go along there and they happily deal with servicing my dive computer.
What annoys me most about my little episode above is that it is not mentioned anywhere on the Suunto website that CD Services are the dive computer service centre and that even when I asked Victorinox via email, they told me to deal with them, only when I got to their service centre, they turned around and said they do not service dive computers.
