Backscatter Underwater Video & Photo — Local services in Monterey

I recently upgraded from my old SeaLife DC2000 and ordered the Olympus epl10, the Backscatter limited addition octo-housing, and a fish eye lens from Backscatter. I am located clear across the country in the FL Keys where underwater photography is part of my daily life and often times encorporated in my work life as well so it is very important to me to have my camera ready-to-go on the fly! When I originally got my order I was thrilled with the camera and the housing but disappointed to find that the attachment I had ordered to attach my lens to the housing was incorrect. This is not a company error--it was my bad, though the website does not do a great job clarifying what goes with what. It's a bit of a scavenger hunt if you aren't well versed in this set up already. I reached out to the customer support team and my email was replied to almost immediately. We discussed options: switch out the attachment or the lens? Unfortunately I was directed to buy an incorrect attachment once more. This was frustrating because I live so far away so the mailing back and forth game took forever. With that said, the representative I spoke to was apologetic, kind, and helpful throughout the whole thing and I ended up with the correct part!

Once I finally got my setup with all the right parts I got it into the water. This camera and set up is AMAZING! I was thrilled with the performance of the camera and the leak detection/prevention tech encorporated in the housing.

There was a factory defect with my housing and some water got into the hinge causing rust after the first dive despite immaculate care. I was once again frustrated as this is an expensive rig and I had waited a long time for it, and as stated above, need this for my job on occasion. I reached out again and spoke to a different representative, Thomas. Just like before I was met with quick and kind responses. He sent me a return label, checked out the housing, and is sending me a brand new one.

Though this process has been long and met with challenges I am writing this 5 star review because of the attention and care these issues received from the Backscatter team. Mistakes and defects happen! And this team made sure to right wrongs and didn't screw me over when I ordered the wrong part and when a very expensive piece of equipment needed replacing. I'm patiently waiting for my new housing so I can get back in...

I have had the chance to me one of most knowledgeable, respectful and clearly one of the top Sales Professionals, of his field on your staff, and that would be Cameron. His Customer Service skills go beyond the call and proves that reaching and Projecting Excellence in the work place can and does exist for the Customers of Backscatter. Not only is he an asset To his Company but one of a kind of person you simply enjoy having as part of your photographic world of a friend forever. The time he spent with me as a Novice underwater Photographer and the patients he had to teach me about my new TG7 camera Has made me a Backscatter Customer for life. Backscatter should be proud to know that his ability to not just understand the Products within the store but who gets to know his customer’s needs makes his asset to his Company one that has a value that other Companies look for. The Excellence of Backscatter’s Customer Service is truly a Model for other Companies to follow. Thank You Cameron and it was my pleasure here to simply say, THANK YOU FOR BEING...

Honestly, I couldn't be happier with this company and my sales rep Mike. Not only did he expend a great deal of effort to make sure I could obtain my order in time for my trip, he did so without a single complaint and in an expeditious and welcoming manner. The entire experience was fantastic, even when the items arrived with something missing. Mike went above and beyond to make sure I got my missing items at no further cost to myself. Backscatter showed me they truly value their clients, and go the extra mile to fulfill their orders. I will be using them exclusively moving forward thanks in no small part to Mike's responses and actions in a...