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Last summer (about June timeframe) I bought a 10w HID Pro 4 from Halcyon. It
provides wonderful light in a reasonable package for the open water dives I
do. I used it on three or four dives; the last one was last October. In
preperation for an upcoming dive I got the light out and tested it.  No joy;
the bulb would light. When I swapped in my spare it fired right up.

So I called Halcyon and they said to send the bad bulb back. Today, only six
business days after I dropped it in the mail, I found a zero-cost
replacement bulb on my front doorstep. I hadn't abused the bulb - but they
had no way to know that and they _didn't ask_. They simply stood behind
their product.

When I went shopping for a HID light, I didn't even consider anyone else.
Why? The reason is in the *first* experience I had with Halcyon customer
service - I've reproduced that below. My reasoning was that if they treated
me as well as they did when supporting used, second-hand stuff then I'd
never have a problem with service on somthing I got from them new. It's nice
to be right. :)

Their stuff isn't cheap. It's just worth it.

To be mindnumbingly clear - I have no relationship with Halcyon other than
as a very satisfied customer.

Mike Whitten
mike@mi*.co*



First customer service experience (this was last year sometime):

I recently bought a Halcyon pocket third hand. The seller believed the item
was in new condition; it was not. A piece of the webbing had been cut off
and reattached by melting or hot glue. (I believe the seller was being
honest; remember - this was accurately represented as being third hand.) If
you had only seen one example of the pocket, you'd think Halcyon made them
this way. The joint failed the first time I used the pocket.

I called Halcyon and told them the story - a second hand but supposedly
"new" condition pocket, the joint failed on first use. The gentleman (Jeff)
was confused by my description but had me return the pocket anyway. It
turned out that the confusion was caused by my accurately describing a joint
that wasn't there when the pocket left the factory. :)

So, when he called with the news I requested that they repair it if the cost
was reasonable and bill me. If it wasn't going to be inexpensive to fix,
then just ship it back as-is and I'd chalk it up to experience.

What I got in the mail was a brand new pocket and _no_ bill. None. Even
though I bought it used, even though someone else screwed it up, Halcyon
replaced it for free.

When I get bad service I complain. When I get service this good, I speak up
also.

Thanks, Jeff. Thanks, Halcyon.


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