Pitstop Divers provides professional diving equipment repairs, warranty support, maintenance and servicing for both consumers and professional B2B customers.
We manage each service request from the initial report through to the most appropriate technical solution. Depending on the product, the nature of the issue and the manufacturer’s procedures, the service may be handled directly by Pitstop Divers or may require the equipment to be sent to the manufacturer, an authorized service centre or another specialized technical facility.
Our goal is to provide customers with a clear point of contact throughout the assistance process.
How to Request Assistance
Before shipping any product, customers must open a ticket through the Pitstop Divers Customer Support Hub.
The request should clearly describe the issue or the type of service required.
After reviewing the ticket, Pitstop Divers will provide the necessary instructions and, where required, authorization to send the equipment.
Do not send products directly to Pitstop Divers, a manufacturer or a service centre without first receiving instructions for your specific case.
This procedure allows us to identify the request correctly and direct the equipment to the most appropriate service solution.
Documentation Required for Warranty Claims
A valid proof of purchase is required when requesting warranty assistance.
The request must include at least one of the following: the order number, invoice or a copy of the purchase receipt.
Where the product has a serial number, this must also be included in the support ticket.
This information allows Pitstop Divers to identify the product, verify the purchase and determine the relevant warranty conditions.
Assessment of Your Request
After a support ticket has been opened, Pitstop Divers reviews the information provided and determines the most appropriate technical procedure.
Depending on the type of equipment and the reported issue, the product may be sent to Pitstop Divers for inspection or servicing, forwarded to the manufacturer or an authorized service centre, or handled according to another procedure specified by the manufacturer.
In some cases, Pitstop Divers may manage the shipment to the manufacturer. In other situations, the customer may be instructed to send the equipment directly to the designated service facility.
All relevant instructions will be provided through the support process before shipment is arranged.
Initial Shipping Costs for Inspection or Diagnosis
When a product needs to be sent to Pitstop Divers, the manufacturer or a technical service centre for inspection, the initial shipping costs are the responsibility of the customer.
Sending a product for inspection does not automatically mean that the reported issue is covered by warranty.
Warranty coverage is determined after the necessary assessment according to the conditions applicable to the product and the customer’s statutory rights.
Products Covered by Warranty
When an issue is confirmed as being covered by warranty following the necessary assessment, Pitstop Divers will manage the case according to the appropriate solution for the product.
Depending on the nature of the issue, this may include repair, replacement or another remedy available under the warranty conditions and applicable legislation.
Once warranty coverage has been confirmed, the shipping costs required for the management of the warranty case will be covered by Pitstop Divers.
Any specific arrangements will be communicated to the customer through the support ticket.
Products Outside Warranty
Pitstop Divers also provides assistance for products that are no longer covered by warranty or for services that fall outside the applicable warranty conditions.
In these cases, a technical diagnosis may be necessary to identify the problem and determine the required work.
When a diagnostic fee applies, the customer will be informed before the assessment is carried out.
Following the assessment, Pitstop Divers may provide a quotation detailing the required work and any necessary components.
Paid repairs are carried out only after the customer accepts the quotation.
Diagnosis and Repair Quotations
When a technical diagnosis is performed outside warranty, the diagnostic fee may be included in or deducted from the total repair cost if the customer accepts the quotation, according to the conditions communicated before the work begins.
If the customer decides not to proceed with the repair, any applicable diagnostic fee for work already performed remains payable.
Any costs required to return or transport the equipment are separate from the diagnostic fee and will be communicated according to the service procedure being used.
This process allows customers to understand the expected costs before authorizing a paid repair.
Repairs and Technical Assistance
Pitstop Divers can perform technical work directly on various categories of diving equipment.
However, not every repair is necessarily carried out internally.
When required by the type of product, manufacturer procedures, availability of spare parts or nature of the repair, equipment may be handled by the manufacturer, an authorized service centre or qualified technical personnel.
Pitstop Divers determines the most appropriate service route according to the product and the individual request.
Safety-Critical Diving Equipment
Diving equipment may include components and systems that perform safety-critical functions.
Technical work requiring specific expertise must therefore be performed by qualified personnel and in accordance with the technical procedures established by the manufacturer.
Where necessary, Pitstop Divers may direct the equipment to the manufacturer or an authorized technical service centre.
We strongly discourage repairs, modifications or technical interventions by unqualified persons when the equipment requires specialist knowledge or procedures.
Regulator Servicing and Maintenance
Pitstop Divers provides regulator servicing and maintenance for both consumers and professional B2B customers.
Before servicing, the regulator model, condition and maintenance requirements are assessed.
Servicing may include inspection, maintenance and replacement of necessary components according to the regulator’s specifications and applicable technical procedures.
If additional components or work are identified during servicing beyond the initially agreed service, Pitstop Divers may inform the customer of the additional costs before proceeding.
Correct and regular regulator maintenance helps preserve reliability, performance and proper operation over time.
Spare Parts Purchased Separately
Spare parts purchased separately from Pitstop Divers benefit from the warranties and statutory rights applicable to the product sold.
The warranty covering a spare part does not automatically cover problems or damage resulting from incorrect installation, misuse, unauthorized modifications or improper technical work.
Some replacement components require specific knowledge, tools or procedures for correct installation.
For components requiring specialist technical skills, we recommend installation by qualified personnel.
Where necessary, Pitstop Divers can assist customers in identifying the correct replacement component and its compatibility with their equipment.
Compressors and Filling Systems
Pitstop Divers also provides assistance for compressors and components used in filling systems.
Depending on the nature of the work, assistance may be provided by Pitstop Divers technicians or may require other specialized technical personnel.
On-site technical work, technician travel, equipment transportation, replacement components and other necessary services may involve additional costs determined according to the individual request.
For this type of assistance, we recommend opening a support ticket and providing the brand, model, serial number where available and a clear description of the issue.
Service and Repair Times
The time required to complete a service request may vary depending on the type of product, the nature of the issue, spare-part availability and whether the manufacturer or an external technical service centre needs to be involved.
When equipment must be sent to a manufacturer or another specialized facility, service times also depend on the procedures and turnaround times of the relevant technical service.
Pitstop Divers aims to manage each request as efficiently as possible and provide customers with available information throughout the assistance process.
Support for Professional B2B Customers
Dive centers, diving schools, dive shops, clubs and other professional operators can use the Customer Support Hub for assistance with equipment used in their operations.
Pitstop Divers can support maintenance, repairs, replacement parts and servicing for professional equipment, rental equipment and other components used in day-to-day diving operations.
For requests involving multiple products, we recommend including quantities, brands, models, serial numbers where available and the type of assistance required in the support ticket.
Open a Support Request
To request warranty assistance, a repair, technical diagnosis or servicing, open a ticket through the Pitstop Divers Customer Support Hub.
Provide your order number, invoice or available proof of purchase and, where applicable, the product serial number.
Clearly describe the issue or the service required.
Pitstop Divers will review the request, determine the most appropriate service procedure and provide the necessary instructions before the equipment is shipped.
