UPDATE 09/24/2024 - Service Centre Status
All Service Centres have been notified of the issue and the work procedures. The Petrel 3 product improvements are currently underway at our Service Centres in Canada, the UK and New Zealand. We are awaiting confirmation from our locations in Europe and Thailand, which we anticipate by the end of this week. US customers should note that Dive-Tronix will have reduced capacity until mid-November. Until that time, US customers can contact the Service Centre in Canada. Note, the typical 5-day turnaround time is currently suspended until our Service Centres get caught up with this work. Please contact your nearest Service Centre for current turn around times.
How to Request Service Support for Your Petrel 3
For any maintenance inquiries either via a store or directly from customers to us, please contact your nearest Service Centre.
If you don’t see your region you can reach out to Shearwater directly at info@shearwater.com.
If you need to send in your Petrel 3 directly to our HQ in Canada for the product improvement noted below, please complete this RMA Request.
Note: The US Service Centre will have reduced capacity until mid-November. Therefore, please send any maintenance inquiries either via your store or directly from customers to Shearwater HQ by contacting us at info@shearwater.com. After mid-November, please reach out to the US Service Centre via their online form.
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Background
Shearwater has identified a failure mode in certain Petrel 3 controllers, monitors and dive computers where the product may experience an unexpected loss of power. In extreme cases, a loss of power could occur when the computer is in use.
The likelihood and rate of this issue is very low. However, a product improvement is being implemented for new production that will improve the reliability of the Petrel 3. In keeping with Shearwater’s commitment to reliability and safety we are recommending that all Petrel 3s be serviced to implement the product improvement also.
Please contact Shearwater, your nearest Service Centre directly, or your Shearwater dealer to initiate the service paperwork and receive shipping instructions.
Does this impact new Petrel 3?
Production and new sales are suspended until the improved procedures are tested and implemented. Existing Petrel 3 customers are encouraged to service their computer and the product improvement will be offered free of charge.
Can I continue to use my Petrel 3?
In diving, the adage "two is one and one is none" underscores the importance of redundancy. It is not a matter of if a product will fail but when it will. To ensure your safety, it is imperative to carry redundant systems and have a well-considered plan for handling product failures. Relying solely on automatic systems is not a substitute for comprehensive knowledge, training, and practiced procedures. No technology, no matter how advanced, can replace the fundamental skills and awareness that keep divers safe. Your best defense against unforeseen issues is a thorough understanding of your equipment and well-rehearsed emergency protocols.
Regular maintenance, care, and servicing of diving equipment are crucial for ensuring diver safety. While the identified failure mode on the Petrel 3 has a low likelihood of occurrence, we strongly advise that all users proactively return their units for the recommended product improvement. This proactive step is essential in maintaining high standards of safety and performance.
For P3 setpoint controllers for rebreathers, the SOLO (solenoid oxygen control board) is in control. In the unlikely event of a P3 loss of power, the SOLO will default to the low PP02 setpoint of 0.7 and will continue to provide oxygen to the rebreather. The diver can bail out of the emergency using back-up monitor (HUD or handset) and back-up decompression computer (either backup monitor or SA handset).
What should I do?
We expect the product improvement process to be ready for production and reprocessing of existing products by mid September. In keeping with our values of really, really caring about customers, we felt it important to raise awareness before the improvement was ready. We will strive to repair product and get it back to you as quickly as possible.
Please contact Shearwater, your nearest Service Centre directly, or your Shearwater dealer to initiate the service paperwork and receive shipping instructions.
Please note that this product service bulletin only affects Petrel 3s. There is no evidence that this failure mode is present in the Petrel 2. If you have a Petrel 2 there is no need for the product improvement service, however, as stated above, routine maintenance, care and servicing diving equipment is an essential safe diving practice.
We appreciate your understanding and patience as we constantly work to enhance the reliability of our product, and we apologize for any inconvenience this may have caused.
If you have questions about this matter, or are unsure of where to send your computer, please contact us at info@shearwater.com.
IMPORTANT – per the Shearwater Research product manual:
This computer will fail. It is not whether it will fail but when it will fail. Do not depend on it. Always have a plan for how to handle failures. Automatic systems are no substitute for knowledge and training. No technology will keep you alive. Knowledge, skill, and practiced procedures are your best defense.
