Orca Warranty Issues

Well, I just bought a brand new Orca suit recently - and before my first days dives were over - the wetsuit was already separating at the seams in more then one location. I took pictures and contacted Orca and they confirmed it was one of many of their suits that had a bad batch of glue that caused this exact issue.

They told me to send it back and they would send me a new suit immediately. I told them that I would like to make sure I had a new suit on it's way soon as I had a weekend dive trip that I would like to use the new suit on. They said no problem at all - the new one would go out within 48 hours - Great!.

I sent my suit on October 5th and I paid for priority shipping. They received it either Weds the 7th or Thurs the 8th. I called Friday and they confirmed this and they were processing it "as we speak".

The following Tuesday, the 12th - still had not received word contacted them again since I had no receipt or shipment notification of the new suit - I gave them a call. They said something went wrong - they would try to process it today - fine.

15th, still had received no word. I contacted the representative that original took care of me at Orca. I heard back the 16th - he said that they were processing the return "today" and I would absolutely hear something that same day.

Now, Here I am, 4 business days later and still have not heard word from them at all. I wrote the rep and the general inquiry line last Friday and have received nothing. They will have received my suit 2 weeks tomorrow and I still have not even gotten my new one - when the promised the new one would go out within 48 hours. After all - it was their defect. Now it seems I am just getting the run-a-round as each time it's a different story.


Has anyone else had these kind of problems? I am absolutely in the dark and can not get a word out of Orca now. I have just been stuck in lie after lie. All I know, is my new suit is probably going up for sale as soon as I get it (if ever) :vangry

Hey Will,

I was disappointed indeed. Especially after having to send a new suit back due to manufacturing faults. I have been in contact with "Orbea USA" which is the manufacture I guess. I have been emailing Paul Alexander - I don't know I have been conversing with via phone. Paul WAS fairly ok with getting back to me - but now it's been 3 days and have not heard a word back.

Will said:

Hey Will,
Orbea is just the US distributor. Could you let me have Paul's e-mail via PM?
Tx, W.

Click to expand...

Sent you a PM with his info.

Will update this thread when I get an update.

Thanks

Will,
Thanks for the update. Wish they could have told me that. That would be great - I read your review earlier on it. Thanks for the update

Will

Would just like to make an update.

Will has been good in trying to help me out with Orca, however nothing has come about.

It will be three weeks tomorrow that they have received my suit - and still not one call or correspondence from the company. As noted above, Will tried to get me the new freediving suit - however they denied. I have been told thru Will and a CS rep that the reason they have not called or communicated with me - is they don't have my size in either of two possible exchange suits.

I just got off the phone with them trying to resolve this. At first, they said the suit was shipped out 2 weeks ago. Then after a long hold they told me they were out of my size and it could be 3-5 weeks more until they would have a replacement suit.

I hope noone has to deal with the warranty department. I loved my Orca suit, however my dealings with the company has been quickly deteriorating the Orca name for me.