billvon 2,991
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QuoteYou should, in general, fix your own gear. If you cannot, you will have to pay someone else to do it for you. It's your gear and your responsibility.
Given that, it's pretty nice of them to offer to fix it for you for free.
apparently, washing your dirty laundry in public is the new black amongst skydivers..
so far, i have only gotten outstanding service from all the companies i've been dealing with; up to a point where a very well known manufacturer has sent out a very expensive, new and custom item to me without them having a single cent from me in their account.
all it needed was a phone-call and my assurance it will happen as agreed. i have no doubts i'd be ever able to order something again directly if i wouldnt have acted as promised.
“Some may never live, but the crazy never die.”
-Hunter S. Thompson
"No. Try not. Do... or do not. There is no try."
-Yoda
-Hunter S. Thompson
"No. Try not. Do... or do not. There is no try."
-Yoda
jjudd 0
Thanks for the votes and info. Love some of the comments 
.. It think that having received some more info, now knowing that vigil considers the cntrl unit actually the display I'm fine with a repair. I was under the idea this was the brain of the main unit not the display.
That being said They do have great customer service weather it was by fluke or not as I mentioned but I would rather deal through the dealer though they dont want me too. The persepective helps. Thanks all.
And ill leave it at Vigil is awesome and im glad they admitted they had an issue with the batch but sucks for those of us with those ctrl units. And they do have a 2 year manufacture defect coverage so id say they were right to say they would cover repairs at the least. Now vigil add a speed mode to the unit!
docjohn 0
I got the error 6 on my 2 year old Vigil 3 days before Couch Freaks last year. One phone call to Deland and there was a brand new unit on my doorstep the next day, no charge, even before I returned my unit to them.
Vigil rocks. I own 2 of them. After my last Cypress "expires", I'll own 3 Vigils.
My $ 0.02
Vigil rocks. I own 2 of them. After my last Cypress "expires", I'll own 3 Vigils.
My $ 0.02
Doc
http://www.manifestmaster.com/video
http://www.manifestmaster.com/video
skydiverek 63
QuoteI got the error 6 on my 2 year old Vigil 3 days before Couch Freaks last year. One phone call to Deland and there was a brand new unit on my doorstep the next day, no charge, even before I returned my unit to them.
It would be even better if they built the better quality product in the first place.
piisfish 140
come on, stay fair. Any unit can malfunction. Errors/defects have been noticed, AFAIK, on all AAD brands and models.QuoteQuoteI got the error 6 on my 2 year old Vigil 3 days before Couch Freaks last year. One phone call to Deland and there was a brand new unit on my doorstep the next day, no charge, even before I returned my unit to them.
It would be even better if they built the better quality product in the first place.
scissors beat paper, paper beat rock, rock beat wingsuit - KarlM
skydiverek 63
come on, stay fair. Any unit can malfunction. Errors/defects have been noticed, AFAIK, on all AAD brands and models.QuoteIt would be even better if they built the better quality product in the first place.
True, but you _have to_ agree that Vigil has had a lot of them, not only in the early phase.
DSE 5
Quotecome on, stay fair. Any unit can malfunction. Errors/defects have been noticed, AFAIK, on all AAD brands and models.QuoteIt would be even better if they built the better quality product in the first place.
True, but you _have to_ agree that Vigil has had a lot of them, not only in the early phase.
You're saying that CYPRES and Argus have not had a lot of problems not only in the early phase?
skydiverek 63
QuoteYou're saying that CYPRES and Argus have not had a lot of problems not only in the early phase?
I will skip Argus, but I would say that Cypres had fewer problems than Vigil, same number of years after the introduction. Also true, fewer people used Internet in 1995, so bad news was not so spread out.
DSE 5
QuoteQuoteYou're saying that CYPRES and Argus have not had a lot of problems not only in the early phase?
I will skip Argus, but I would say that Cypres had fewer problems than Vigil, same number of years after the introduction. Also true, fewer people used Internet in 1995, so bad news was not so spread out.
Cite your resource. By your same argument, CYPRES was able to avoid widespread news of defect in the early days, too.
I'm not taking a side, but I'd like to understand your resourc relating to AAD problem statistics for either manufacturer.
skydiverek 63
QuoteQuoteQuoteYou're saying that CYPRES and Argus have not had a lot of problems not only in the early phase?
I will skip Argus, but I would say that Cypres had fewer problems than Vigil, same number of years after the introduction. Also true, fewer people used Internet in 1995, so bad news was not so spread out.
By your same argument, CYPRES was able to avoid widespread news of defect in the early days, too
This is what I was saying. Cypres was introduced in 1991, Vigil in 2003.
I had a error / freezing code, Vigil were bang on it, and checked that i had recieved my repair unit on 3 occasions, after it got routed around the world by DHL
Pretty rockin service....
And if i ever have to use my Vigil, i'm out of the sport!!
Pretty rockin service....
And if i ever have to use my Vigil, i'm out of the sport!!
jjudd 0
Well we all dont want to use it.. But in the event someone takes you out id like to have it for sure.. thats why i wont jump until its back in my rig and because i dont want to pay for 2 repacks
Update:
A different vigil rep called last tuesday after the holiday and then said that the first rep was wrong and this is a serious enough issue that they are sending a new unit immediately. They said they would overnight it. Its still in the mail and wont be here until late next week according to the tracking number. Love the 2 different people and them saying they will do things but then its different
Their service is good but I cant stand behind any word they have said yet. We will see if it is actually a new unit like they stated or if its a refurbished one.. Exciting... now I haven't jumped in 2 weeks
i still stand behind vigil but it would be nice if they gave the unit errors in their manual and a way to deactivate it until a new unit came so if you choose you could jump until then and then make a quick swap. The unit is great minus the user friendliness for errors. They know damn well whats wrong with it based on the code.
Good but bad customer service
Update:
A different vigil rep called last tuesday after the holiday and then said that the first rep was wrong and this is a serious enough issue that they are sending a new unit immediately. They said they would overnight it. Its still in the mail and wont be here until late next week according to the tracking number. Love the 2 different people and them saying they will do things but then its different
Their service is good but I cant stand behind any word they have said yet. We will see if it is actually a new unit like they stated or if its a refurbished one.. Exciting... now I haven't jumped in 2 weeks
i still stand behind vigil but it would be nice if they gave the unit errors in their manual and a way to deactivate it until a new unit came so if you choose you could jump until then and then make a quick swap. The unit is great minus the user friendliness for errors. They know damn well whats wrong with it based on the code.
Good but bad customer service
piisfish 140
if you give your rig to the same rigger who last repacked it, he should be allowed to open and reclose without repacking your rig. I would charge, to the maximum, an AAD removal+install, not a complete repack.QuoteWell we all dont want to use it.. But in the event someone takes you out id like to have it for sure.. thats why i wont jump until its back in my rig and because i dont want to pay for 2 repacks
but it would be nice if they gave the unit errors in their manual and a way to deactivate it until a new unit came so if you choose you could jump until then and then make a quick swap. The unit is great minus the user friendliness for errors. They know damn well whats wrong with it based on the code.
Concerning meaning of errors and how to deactivate... My opinion is the device said : ERROR. I interpret is as DON'T JUMP ME.
How to deactivate it : open reserve flaps, remove device, close reserve flaps. As simple as that.
DO NOT JUMP devices which are not working properly. There have been cases with several AAD manufacturers. Unit was not showing proper function, was jumped, and popped at undesirable altitude.
This is not specific to AAD Vigil, Airtec CYPRES, Aviacom Argus or any other. This, in my opinion, is valid for each and every device. If it doesn't work, remove it till it works properly.
scissors beat paper, paper beat rock, rock beat wingsuit - KarlM
Vladi 0
Our reply to Justin:
Hello Justin,
I am the representative who called you last Tuesday. I am quite sure you have misunderstood what we discussed, so I hope to clarify all of what I said again this in my email.
According to what your email was stating, your Vigil will need to be sent to the factory for service, however we will not be able to say for sure until we receive the unit here in our Florida office. We have not yet received your Vigil to verify the information.
Please see page 14 of the Vigil manual:
In case the «Ctrl Err» message appears due to a failure in the electronic circuits, you need to send the
Vigil® back to your dealer or to the factory for a complete check up.
Normally a service/repair that requires a return to the factory in Belgium takes approximately two weeks, (+/ - )and we cover all of this shipping, as well as the return of the unit to you. I believe you mentioned having a trip on the 20th and you were hoping to have your Vigil back before that date?
Because of this, ( and not what you now mentioned below on DZ.com) we agreed to ship you a new replacement unit and go ahead and send it on its way without having first received your Vigil back. This was a decision made in the interest of time, so that you would be covered before your trip on the 20th .
Without having received a tracking number (of your Vigil return ) from you, we shipped you replacement on September 7th. According to UPS:
Scheduled Delivery:
Wednesday, 09/14/2011, By End of Day
After receiving your very first email, our road representative called you back on a Sunday. He did so as an attempt to help. Any misunderstanding of what you were reporting was simply a misunderstanding, not any malicious attempt to upset you. It makes no difference to you which error code was showing, you have to send the unit back no matter what. The same would be the case if the problem was in the controller/LCD. It would never be OK to continue using a Vigil after an error code has appeared. This is part of the design of the unit. A Vigil has no scheduled maintenance required, but this does not mean that in the 20 year life of the unit, you will never need to send the unit in.
By sending you out a replacement, instead of making you make the minimum two weeks for your service, we were also attempting to help ease any inconvenience related to your planned trip.
It has now come to my attention that you have left two nasty voice mails on our office answering machine, bashed our company's customer service on a public forum and misstated what was reported to you on several different occasions.
Customer service is important to us, and we make every attempt to satisfy our customers. Since you have been a Vigil customer for less than two years, we will now offer you another option- a complete refund of your original purchase price. If you send us a copy of your receipt ( from your purchase at Square One) we will completely refund your money. If you prefer this option, we can either stop the delivery of the new Vigil in route or you can simply refuse/return it. We would also need to receive your original Vigil back or at least a tracking number.
This is a sincere offer. Just let us know if you would prefer this option.
Best Regards,
Candace Procos
Vigil USA, LLC
Hello Justin,
I am the representative who called you last Tuesday. I am quite sure you have misunderstood what we discussed, so I hope to clarify all of what I said again this in my email.
According to what your email was stating, your Vigil will need to be sent to the factory for service, however we will not be able to say for sure until we receive the unit here in our Florida office. We have not yet received your Vigil to verify the information.
Please see page 14 of the Vigil manual:
In case the «Ctrl Err» message appears due to a failure in the electronic circuits, you need to send the
Vigil® back to your dealer or to the factory for a complete check up.
Normally a service/repair that requires a return to the factory in Belgium takes approximately two weeks, (+/ - )and we cover all of this shipping, as well as the return of the unit to you. I believe you mentioned having a trip on the 20th and you were hoping to have your Vigil back before that date?
Because of this, ( and not what you now mentioned below on DZ.com) we agreed to ship you a new replacement unit and go ahead and send it on its way without having first received your Vigil back. This was a decision made in the interest of time, so that you would be covered before your trip on the 20th .
Without having received a tracking number (of your Vigil return ) from you, we shipped you replacement on September 7th. According to UPS:
Scheduled Delivery:
Wednesday, 09/14/2011, By End of Day
After receiving your very first email, our road representative called you back on a Sunday. He did so as an attempt to help. Any misunderstanding of what you were reporting was simply a misunderstanding, not any malicious attempt to upset you. It makes no difference to you which error code was showing, you have to send the unit back no matter what. The same would be the case if the problem was in the controller/LCD. It would never be OK to continue using a Vigil after an error code has appeared. This is part of the design of the unit. A Vigil has no scheduled maintenance required, but this does not mean that in the 20 year life of the unit, you will never need to send the unit in.
By sending you out a replacement, instead of making you make the minimum two weeks for your service, we were also attempting to help ease any inconvenience related to your planned trip.
It has now come to my attention that you have left two nasty voice mails on our office answering machine, bashed our company's customer service on a public forum and misstated what was reported to you on several different occasions.
Customer service is important to us, and we make every attempt to satisfy our customers. Since you have been a Vigil customer for less than two years, we will now offer you another option- a complete refund of your original purchase price. If you send us a copy of your receipt ( from your purchase at Square One) we will completely refund your money. If you prefer this option, we can either stop the delivery of the new Vigil in route or you can simply refuse/return it. We would also need to receive your original Vigil back or at least a tracking number.
This is a sincere offer. Just let us know if you would prefer this option.
Best Regards,
Candace Procos
Vigil USA, LLC
Vladi 0
Awesome! 
Given that, it's pretty nice of them to offer to fix it for you for free.
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