Another dive with camera.
This was actually a “coincidental” “fun” dive.
I could do a little background story, bare with me, because I will be spewing A LOT of frustration.
Before I left to the Philippines I had lunch/coffee with a Dive Intructor friend of mine, whom I asked for advise and tips on what to do and what to get. She gave me plenty of useful tips and advise, pretty much all of which I took to heart, save for 1 thing: do NOT buy anything that has MARES on it. She did stipulate that it was her personal opinion, and she also heard about people who had only good to say about them.
With that in mind I did buy several things with Mares on it.
1) a mask
2) a dive computer (Matrix)
3) a knife
4) a BCD
5) fins and boots
With good hopes and a good mood I took off to the Philippines to start my Dive Master course.
First few dives… The mask. Brand new. It bubbled worse than a Japanese Jacuzzi and upon going deeper than 6 or so meters it started leaking water in from the seams where the glass is attached to the plastic frame. My first experience with the solid quality of Mares.
I thought it may have just been bad luck, getting a Monday Morning Mask. It happens every now and again, and I’m fine with that.
The Dive Computer, a Mares Matrix, required some custom settings, and a piece of software called Dive Organizer to transfer and log the dives from Matrix to laptop. Came with a USB cable and all. I did the custom settings in both Dive Organizer and Matrix (and noticed when I went through the log book that the dive computer had THREE logged dives already in the process. Typically one dive would be for testing purposes, but *should* be deleted before the dive computer would go in the box for sales. I contacted the store where I bought it, who didn’t know how that was possible).
I had my first two dives logged, and I wanted to transfer them to my laptop. I fired up the laptop, the Dive Organizer, plugged in the USB and Matrix and tried several times to have the Dive Organizer find the computer, all of which failed.
I gave up.
I went for another two dives the next day. The second dive, just before the safety stop (short and blunt for you non-divers: this is a built-in routine with every dive to allow your body to get re-accustomed to the shallower depths and allow the gasses that (may) have accumulated in your body at deeper depths to escape) at 5 meters the Matrix died without any form of warning. I had to stay on 5 meters for 3 minutes, so all I could do was hope that my guestimate of 5 meters and my 1-mississippi 2-mississippi 3-mississippi was slow enough for the 3 minutes to pass.
I contacted the shop where I bought the Matrix, and Mares support straight. I was in contact with Mares Nordic, which was a very good experience and all looked very promising. The contact person at Mares Nordic, whom I had told exactly what the problem was with my Matrix, was going to be in touch with Mares Philippines and he was talking about them getting a new Matrix to the location where I was and then I could return the faulty one to the store I bought it from after I came back from my trip.
Then I received a mail from someone at -apparently- Mares Philippines. Few words more than “Hi, I need more details.” and the signature.
I asked the person kindly what information he had received from my contact at Mares Nordic and what additional information he needed from me. No reply. I asked with the contact person from Mares Nordic. No reply. Two days pass. Nothing. I send another mail to Mares Nordic asking what the status is on the issue of my Matrix. No reply. A few days pass.
Then I get a mail from another person at Mares Philippines. No Hi, no introduction, nothing. Only “Contact the General Manager [name here] of the Philippines.” No contact info, no email address, nothing. So I write a mail back asking about a phone number or an email address. I send it, and then I started thinking… WTF?? It’s not MY job to contact the General Manager to solve an issue. It’s not MY job to try to get in touch with someone in upperlevel management to try to get a solution for a faulty instrument or to have it replaced. I indicated a problem to the source where I was initially sent, and it’s THEIR job to make sure this is fixed. And I’m most certainly not going to call a General Manager in the Philippines or Australia (or wherever Mares Asia is located) with my Finnish phone and boost my phone bill to astronomical heights on top of a 500€ malfunctioning device! I got seriously annoyed.
I sent a mail to both the store where I bought the Matrix (who have been totally patient and understanding all the way, kudos for that!) with a CC to Mares Nordic explaining the situation and uttering my frustration with the way Mares is handling this. I get a prompt mail back from the store where I bought the Matrix, with apologies and the promise that we will in any case fix it when I get back from my trip. I of course do understand that THEY can’t do anything from Finland as long as I’m here. The shopkeeper told me he had also been in touch with Mares, but I guess not very successfully either. And not a single word from Mares.
A few days pass… Then I get a mail from Mares: “we haven’t heard from you in 48 hours. If we don’t hear from you in 72 hours, we will assume your issue has been resolved and we will close your ticket.”
G-sus FF-ing Crisp. I reply to the mail, more and more frustrated, saying bluntly that me waiting for a reply/solution from THEIR end doesn’t entitle them to close a ticket, just because THEY are so slow.
I get an automated reply: “I’m on holiday until the 3rd of July. Please contact me again after that.”
I reply again to the first mail, even more frustrated and even more bluntly, saying that if they want to have things solved, they better not forward mails to people who are on holiday, or they should get their logistics better sorted out.
It’s been almost a week now, and I haven’t heard anything from them anymore. I guess that means they’ve assumed my issue has been resolved and they have closed the ticket. Dammit.
Anyway… The Matrix… I let the battery drain completely, and was able to recharge it. The dives seem to log with the correct information, but -I tried once or twice after that- when I hook it up to the computer or charger, all the custom information I set, like time, date, second time, etc. is erased and factory reset. According to the manual it should manage 2 weeks of standby time or 10 hours of diving. I manage max 6 hours of diving before I have to recharge. It’s a piece of junk. And I will not recommend ANYone to get one of these. Aside from all the problems I’ve had with this thing, I would not get a computer you’d have to recharge after 10 hours of diving. It may just happen that you’re on a liveaboard or somewhere remote where there’s no electricity and you’re stuck with an empty diving computer after 10 dives. That kinda sucks.
I also got a knife from Mares.
The other day we were on a dive in a sanctuary where fishing is prohibited. I brought my knife so I could legally vandalize stuff Cut up fishing cages and let the fish out. Destroying stuff with permission and saving the environment. That’s fun. A few days later we went to a second sanctuary and I wanted to do the same thing. I had strapped the knife in its sheath around my right lower leg, checked if it was clipped in tight, which it was and went for the dive. We didn’t encounter any cages on this dive, so I didn’t need the knife. I came back to the boat after an hour or so, I got back on the boat and found the sheath empty. My 60€ knife lost somewhere along the way, because the clip didn’t hold. I didn’t hook behind anything, didn’t do anything funny or stupid underway… It had *just* slipped out.
So… Now the reason for the coincidental fun dive…
We went back to search for the knife. And I took my camera. Made that a fun dive on the way.
We didn’t find the knife, but I got some really good pictures.
Oh… And then… Tomorrow (day 23)… I will get EVEN more frustrated, because the zippers of BOTH my weight pockets of the Mares BCD will break. Next thing I’m awaiting to break are the boots and fins.
But I’m done with Mares already. I will exchange everything I have from Mares into something else.
It’s a pile of junk and no one really should buy it.
Things would’ve been less frustrating if support had been better, but that just added hurt to insult.
I’m not quite sure how this company is still in business.