Uwatec recall - no reply

[frogfish 5]

Living in Indonesia, I sometimes get a bit behind on things, so it wasn't until my long-delayed copy of Diver (UK) finally arrived that I learned that Scubapro was carrying out a "voluntary recall" of almost all SMART computers due to a software programming error which "may cause the alert signals to stop working properly and, in some instances, the screen may freeze..[giving inaccurate information] such as depth, tank pressure, ascent rate, etc."

 

The "recall notice" is on all scubapro's websites....

 

Recall notice

 

Those of you who may read the critical review of the SMART computers I wrote a couple of years ago (accepted enthusiastically by the editor but "embargoed" by the publisher of a dive magazine which shall remain nameless) already know that I'm no fan of the so-called "micro-bubble suppression" feature on these turkeys, which when used can replace the no-stop-time display with meaningless and useless information. (For those that haven't, the URL is:

 

Embargoed review of Smartcom/SmartPro computers

 

With the bubble suppression disengaged, however, the SMARTPro and its lame cousins seem to function more or the same as the NitroxPro etc., though costing nearly twice as much. Used in this way, I've assumed that my SmartPro was safe, and have continued to use it as my primary dive computer - backed up by a NitekPlus (that I really like). Until now, of course.

 

Scubapro's website offers to "replace your SmartPro or SmartCOM with a new one within 90 days or sooner, either through authorized dealers or by filling out a form online. The recall notice isn't dated, but I gather that the announcement was originally issued in July.

 

I bought my SmartPro from an authorized dealer in Hong Kong, and I don't know if the shop claiming to be a scubapro agent here in Bali is "authorized" or not - when you click on "Dealers" on Scubapro AsiaPacific's website, you get a page that says "Under Construction."

 

Since the dealer route was looking shakey, I filled out the form on the website, and just to make sure, sent an email with all the relevant information to their processing center for handling the recall

 

That was last week. It's probably unrealistic for me to expect to have heard anything from Scubapro within a week, given the lawsuit they're dealing with in the US over an alleged cover-up of possible fatal flaws in the original Aladin Air X Nitrox, and another suit by Johnson Outdoors filed against John Ashour, the dismissed former head of the global diving division (Scubapro/Uwatec) over a variety of alleged offenses (including attempting to drive down the value of the division so that he could buy it at a discounted price), not to mention the ongoing investigation of Scubapro's business in France by the EU competition division.

 

JSOnLine article on Johnson Outboard legal and liability woes.. (and many more..)

 

It's sad to see a company that once made products I admired, used (and recommended to others) come to this, but my main concern now is getting a replacement for my possibly lethal SmartPro. I dive a lot, and don't like the idea of diving with only one computer - the NitekPlus. (Besides which, the data display on this otherwise wonderful little machine is too small for me to be happy using it as my primary computer.)

 

Given that Scubapro probably won't start counting off days in their "90 days or less" replacement promise until they decide to acknowledge that I've contacted them, which may be never, I wonder what the odds are of my getting a new computer from these geniuses sometime in calendar 2004.

 

Maybe it's time to start thinking about buying a second computer with a bigger display than the NitekPlus to serve as my primary computer. Anyone out there using a Nitek 3 - any views? Or are their other suggestions? My basic criteria are:

 

(1-10) Reliability;

(11-16) good conservative algorithm;

(17) nitrox capable;

(18) easy-to-read display,

(19) long-lasting and/or user-replaceable battery,

(20) a secure strap allowing the computer to be worn without a safety lanyard - another big problem with the newer Uwatec wrist mount computers.

 

(Losing my old Nitrox Pro while taking off my gear in the water (90 m) in Palau was what led me to the stupid decision to buy a SmartPro to replace it.)

 

Robert Delfs

[Helge Suess 0]

Hi!

 

To calm you down a bit: The bug is triggered when you're at about 200 dives and produce excessive warnings during a dive. As long as you're diving in a decent way you're pretty unlikely to meet the criteria.

 

The over all number of devices replaced was about 25000, there were some delays in Europe too. Only devices with a software version prior to 1.5 are affected. You may check the version with SmartTrak on a PC or TravelTrakCE on a PDA.

 

Helge ;-)=)

[tshepherd 0]

Robert,

 

If you're looking at the Nitek3, I'd strongly recommend the Nitek HE as a possibility. I've got one that I purchased specifically for a Trimix course, and have been using since April. Many of the people I dive with rely on the Nitek 3 as their primary computer and use it in gauge mode for Trimix dives. The primary complaint is that the display is a bit awkward to use. Most of these same people have since added the Nitek HE as well, and the comments I've heard are that it's a much nicer computer. Even though I bought it for it's Trimix and deep mix capabilities, I use it on virtually every dive I do. The display is intuitive and fairly good sized and it's easy to use. I use the wrist strap provided which is a depth compensating strap with a threaded closure. You'll either like that or hate it. Some people I know use it with the optional hose mount.

 

Overall it's very easy to use, even when setting up multiple gas mixtures. The one complaint I have with it is that there is no way to plan a multiple gas dive, i.e. setup a dive plan for Trimix. This seems odd to me given that if you switch gases during the dive, the computer behaves as any Nitrox or Air computer does and tells you what your decompression obligation is. I'd really like the ability to upload a dive profile into the computer so that I could automate my dive plan a bit.

 

As for your crtieria:

1. Reliability - hard to say yet, but I've heard good things on the Nitek 3, which is the basis for the HE.

 

2. The algorithm seems to be comparable to my Oceanic Data Plus 2, so not super conservative. I dive with both most of the time, and it seems that they're comparable in terms of what the two allow.

 

3. Definitely Nitrox capable (and Trimix). You can setup 7 gases plus gauge mode. Each gas allows you to adjust O2, HE, Max PO2. You can also set max depth and dive time with and without alarms and the sampling rate.

 

4. Very easy to read display in my opinion.

 

5. The battery seems to be long lasting, but I've only had it since April, so I really don't know. It's not user replaceable, which is a downside.

 

6. Strap is good in my opinion, but that seems to be a preference thing varying from diver to diver.

 

Hope this helps. Let me know if you have more questions.

Tom

[frogfish 5]

Tom,

 

Thanks, that was very helpful. If I were interested in doing multiple gas dives, I think I'd be looking at the Abyss, which I understand does allow planning of multiple gas dives in the way that you describe, and also gives you a choice of a large range of algorithms. I'm not trimix qualified, and not likely to ever go there, so the Nitek 3 sounds like all I need, unless the cost difference between the 3 and He were small enough to make it worthwhile buying the He just for the better display. I've also heard that the Nitek3 display is pretty poor, with very small characters.

 

I'm interested that you don't find the Nitek3/He particularly conservative, in that the Nitek+ wrist computer is much more conservative than the Uwatec, which I always considered to be on the conservative side itself. Or so some of the ratings said.

 

Helga, please excuse the rant, which was triggered when I started to pack my dive bag for the week-end, started the put the Uwatec computer in the bag, and then remembered the recall and realized that I hadn't heard anything back from Scubapro/Uwatec in a week.

 

I am irritated at the changes in this company, which I used to trust. My wife and I still own (and use) a lot of Scubapro gear (four computers, including two older AladinAirs and my wife's NitroxPro and three regulator sets, plus assorted gauges and stuff, and I've even done Scubapro's regulator tech course. For me, the real turning point was the cover-up of the defects of the Aladin X Nitrox.

 

I've got about 220 dives on the SmartPro, which maybe puts me in the danger zone, or maybe past it. (Your description of the problem is quite different from what Scubapro is saying on their website, which makes me feel even more nervous.) Even if the risk of a life-threatening failure may be very low (particularly as I always dive with a second computer), I try to make it a rule to never dive with any piece of gear that I know has a serious flaw or problem.

 

I don't expect anyone's equipment to be perfectly designed, engineered, or manufactured. It's a real world out there, after all. But I do expect companies I trust to take responsibility for problems when they arise, and resolve them as expeditiously as possible.

 

When my year-old Halcyon Pioneer wing developed a pinhole leak about seven months ago, I had a reply to my first email reporting the problem within 24 hours, and the wing airshipped to me here in Indonesia arrived less than two weeks later. Halcyon didn't even wait until the defective wing I shipped back to them arrived. Halcyon's gear isn't perfect, nor cheap, but having had that kind of experience will keep me buying and using their stuff for a long time.

 

Robert Delfs

[tshepherd 0]

Robert,

 

As far as the Nitek 3 vs HE, I guess what I was getting at is that I wouldn't personally buy the 3, I'd spend the extra to get the HE, as there seems to be enough of a difference between the two, at least between the older Nitek3 and the HE. I'm not sure what the price difference is, I do know that I spend somewhere around $900 for the HE.

 

As for the Abyss, I looked briefly at that, but literally everyone I dive with who does deep dives uses the Dive Rite computers. Being new to deep diving, I did what most students do and mimicked the people I looked up to. Granted, the HE was brand new at the time, but the product line had been tested and these guys were pretty comfortable with it, despite some of the flaws. The Abyss is a much more complicated computer from what I've seen. It also works with constant PPO2 rebreathers, and has planning software, etc. Looks like a great computer, but beyond what I needed, including the price ($1400).

 

I'm interested that you don't find the Nitek3/He particularly conservative

 

To be honest, I've not really thought too much about it. When I'm diving it's in one of two modes:

1. Diving at a dive training site with students, so shallow depths and short dives

2. Diving for myself and often going into planned deco.

I've only got two types of computers now as I mentioned, and they seem comparable. The Oceanic is supposed to be on the liberal side of the chart according to ratings, and the HE seems to be close to that. I guess I'll have to pay a little more attention to the comparison on my next trip.

 

One other thought, Dive Rite also just released the Nitek Duo. It's got a larger display, and allows switching between two gases instead of three, plus no Trimix computation. Looks to be a more recreational version of the Nitek 3 and might be a better choice than either the 3 or the HE for you.

[frogfish 5]

I just heard from another friend on another list also suggesting the Nitek Duo. He also says that the Nitek3 display is very hard to read.

 

Looking at the description and features of the duo, it sounds very much like a Nitek+ with a bigger and more readable display, which might be exactly what I'm looking for.

 

Thanks

 

Robert Delfs

[Nemo 0]

2 more cents:

 

I dove the NiTek 3 since the year it was introduced until this past June and loved it. The display really is not hard to read however it does have some features that sometimes make it frustrating when programing gases. If you dont lock your gas in before you hit the water, or if you inadvertantly start the dive on the wrong gas you are going to get a warning and will have to return to the surface to correct the situation. Not fun.

 

When I upgraded to a Trimix computer I went for the VR3 since you can program gases on the fly even in the water. All of the same features of the NitecHe but in a completely bombproof Aluminum housing that could be used as a tire tool and still work. You can buy it as Nitrox only at first and then upgrade it to mix later if you wish.

[scubag 0]

I've been using a Nitek 3 for several years (they are discontinued and last I heard Dive Rite was really dealing on them to dealers). I love the computer, never a problem. The lcd is big but the digits are small, dim and difficult to read for my older eyes (it's time to add the bifocal to my mask). It's also big and bulky compared to other computers, and if you don't need the gas switch capability, go with something smaller, lighter and easier to read.

 

What ever you buy... Buy it from your local "AUTHORIZED" dealer and make sure you can bring it back to them if you have a problem. Most major brands do not allow dealers to mail order or sell online. Any one who sells online is not an authorized dealer.

 

As I work for a Scubapro / Uwatec dealer my understanding is that the problems with smartcoms were both software and hardware (the quick disconect) and that they have all been resolved. Heads rolled at Uwatec. While they were addressing the problem Scubapro USA offered all our customers the option of waiting for the fix, a refund, or to upgrade to the more expensive / air integrated hoseless model. Either way all our customers received their replacements some time ago, and no further problems have surfaced.

 

Doug

[frogfish 5]

Doug,

 

I appreciate your point about buying from authorized dealers. All our Uwatec computers - the underwhelming SmartPro, my wife's Aladin Pro Ultra, the Aladin Pro Ultra I lost in Palau due to the defective strap design, and a couple of Aladin Airs - were all bought from authorized dealers. As it happens, those dealers are in Hong Kong, and I now live in Bali.

 

That's why I tried to communicate directly with Scubapro, via the form on their website, and also an email to the address provided on the website for customers to use for communications regarding the recall.

 

As far as I'm concerned, the SmartCom/SmartPro should have been recalled immediately after these models are launched because of the terrible implementation of the "micro-bubble suppression" feature that is the selling point of these computers. In my opinion, (and as explained in detail in the article cited in the original post), these computers are dangerous to use unless the micro-bubble suppression feature is disabled.

 

And I still haven't received a reply to either of the messages I sent Scubapro in early November - that's nearly a month now. And I'm stlil not surprised.

 

I'll probably buy a Nitek Duo or a Nitek He.

[scubag 0]

Robert,

 

Good Luck with your computer. I think you would have better luck through the local dealer or through your original dealer in Hong Kong. My understanding is that the recall is through the dealer, not with SP direct. We as a SP dealer worked very hard to track down all our customers that had purchased one of the smartcom computers, and even paid any shipping costs to get their recalled computers to SP and back to them. On the units we sold, the microbubble suppression settings were defaulted to level 0, no suppression. As an instructor, my personal experience was that even the mildest suppression setting of level 1 was too convervative for my taste.

 

Quoted from SP Asia Pacific recall page:

 

Replacement Program

 

UWATEC will replace your Smart PRO or Smart COM computer with a new one within ninety (90) days or sooner. In order to obtain a replacement, please contact your nearest local authorized Uwatec dealer or Distributor. Once we have received your computer from our dealer or distributor, we will begin processing your replacement order. To find an authorized dealer nearest you, please contact us with your contact details at smart_exchange@scubaproasiapacific.com or submit your contact information to us below.

 

Good Luck

 

Doug

[frogfish 5]

Thanks.

 

As to the recall, I should report that three days ago I sent a follow-up message to Scubapro, referencing my earlier communications, and noted that I hadn't heard anything back from them for three weeks.

 

On this message, however, I cc'ed David Kot, who I believe is the head of Scubapro's regional office in Hong Kong. That worked - I got an email from him today with the contact numbers for their distributor here in Indonesia, followed by an email from their Indonesia office telling me where I could take the computer for exchange.

 

You're absolutely right - as far as I'm concerned, these computers should only be used with the micro-bubble suppression feature disabled (level = 0). It's not just that the computer is too conservative, but if you get a bubble stop - which can happen very early in a dive - the computer no longer displays nodecompression stop time.

 

Robert Delfs