Mozaik Underwater Cameras Avis 6

I bought an open box strobe from them Dec/25. It arrived in a non-working state. I immediately reported that the item was defective and have been waiting for a refund ever since.

They do not respond to emails and have been completely evasive. I have now had to create a dispute within PayPal to try to get my money back.

BUYER BEWARE!!! I purchased a new underwater system from Mozaik in September 2023. My experience during the shopping phase was very positive; they were very responsive, professional, and provided sound advice to make sure I was investing in a system that worked for my needs. When I received my shipment, the main seal in the Fantasea housing was visibly damaged, the vacuum valve and pump were missing, as was one of the bayonet mounts. These things happen, I wasn’t too fussed since they promptly sent the replacement parts… no problem!

My first opportunity to dive with my new system was in January 2024. As someone who has owned several different underwater cameras, I know the drill: Lubricate your seals, put in a silica packet, get your camera ready in a dry room, do the pressure test, a dunk test, etc. I first tested the camera in a pool, and everything was great! About 40 minutes into my first dive, I heard the moisture alarm go off and could visibly see condensation and water in the bottom of the housing, so I immediately aborted the dive. Fortunately, it wasn’t enough to harm the camera but it was enough damage to the housing electronics and enough to know that something was wrong with the housing. Since I was on a liveaboard, there were lots of underwater photographers to help me make sure that I wasn’t doing anything wrong in my set up but sure enough… condensation and water droplets continued to be a problem throughout the trip.

When I returned from my trip, I immediately contacted Mozaik, and they were very helpful. They contacted Fantasea who asked me to do some tests and provided instructions on how to prep the camera which were in line with what I had been doing. After passing the 48-hour pressure test (aka hiss test), they suggested I test it again at depth. My next opportunity wasn’t until April 2024 at which point, the problem continued.

Upon my return, I had a series of email exchanges with Mozaik and eventually they asked me to ship the camera to them so that they could send it for inspection. The camera was received my Mozaik in early June 2024 and they shipped the housing to Fantasea shortly thereafter. This is where the truly frustrating part of this story begins. After waiting a month, I reached out to enquire on the status. Initially, responses were prompt but simply indicated that they were waiting to hear back from Fantasea. After 2 months, Mozaik was not responding to my enquiries at all. After 3 months (and multiple follow-ups), a new Mozaik representative finally responded indicating that she would assist, and she also provided me with the contact info at Fantasea in case I had better luck getting a response. After numerous follow-ups with both Mozaik and Fantasea, many of which were not responded to, another Mozaik rep took over the case and advised that we could explore options for a replacement or temporary solution if Fantasea continued to be unresponsive. Finally, progress!! But now, almost 3 weeks later, and multiple follow-ups, since their last email, I have not received any updates and Mozaik is unresponsive to my emails or phone calls.

Missing components and product defects happen, that’s understandable and I can accept that. But how a company responds to issues like this, and the support they provide customers in making it right, is where Mozaik has failed. I think that I have been beyond patient, but I am at the point where I fear that I will never see my housing again. It has been close to 5 months since Mozaik received my defective housing and I feel that I am being ghosted. I am beyond disappointed with the customer service at Mozaik.

Promised delivery and looks like it took them over a week for them to even begin processing and now totally screwed for my trip. Very upset and customer service didn’t even say sorry :(

Ordered about $2,000 of kit (housing & strobe) for delivery to Canada. Arrived promptly but they sent the wrong strobe. Ahhhhhhh! However, apologies were made, mistakes happen, and a replacement was swiftly arranged. Customer service was superb, the true test of buying from an online retailer when things go wrong and Mozaik were brilliant. No complaints. Would highly recommend.

Excellent customer service, always helping. Fast delivery.

Mozaik agreed to ship to my country and so I was able to buy products at a cheaper price than what I have locally. Shipping was quick with EMS and the products were supplied as described. Great experience.