(Note - posting this across three forums, because of the different sort of people that frequent them.)
Issue one: No-Notice drop of Parts-For-Life program
ScubaPro had a program, called Parts-For-Life, where IF you took in your regs for service every 12 months, you would have free Parts-For-Life. It even had a 30-day grace period.
However, if you failed to get your regs serviced within that 13 months, you had to pay for parts and service, and you were reinstated in the Parts-For-Life program.
So, recently (when?), ScubaPro announced that if you are not currently in the Parts-For-Life program, you are out permanently. Or, if you fail to service regularly per requirements, you are out permanently. Parts-For-Life is available only to those that purchase a complete setup.
Customers complain about the lack of notice. They were not given a chance to reinstate by putting their regs in for service. A lot state they will no longer buy anything ScubaPro, while others say they will have to think really hard, because if ScubaPro broke this promise, what else would they break?
Thoughts: If ScubaPro had announced a grace period, bunches of owners would have run to the shop and ScubaPro would have sold a bunch of parts kits. Then, at the end of the next 13 months, those that tend to procrastinate will STILL forget about the servicing, but then would be out of the program with full knowledge.
Issue two: Galileo Trimix Promise
ScubaPro bought Uwatec computers. The Galileo Trimix upgrade has been promised as far back as four-five years (anyone?) It seems like every DEMA, the promise is made of a few more months.
Last year, an invite went out for those who were *Trimix Instructors* with loads of experience to be beta testers. The rest of us awaited the reports eagerly, but it appears ScubaPro muzzled the testers.
However, the trimix upgrade escaped on the European markets, where users complained that the new 'upgrade' actually made the whole Galileo system dive way more conservatively. One opined, "ultra-conservative". That engendered some angst in the rest of us, as you may believe, because the current algoritms are in the middle of the conservative - aggressive scale, and can be set more conservative if desired.
Recently, came this report from ScubaPro rep:
I am concerned about the future of ScubaPro because I have all their computers. Since the promised Trimix isn't out, and they are breaking promises on other gear, I may sadly have to look at another computer that already delivers on its promises.
I personally have not experienced any slowdown in customer support, but I haven't sent in anything since April 2011.