The Challenge
For autonomous underwater vehicle (AUV) manufacturer Seaber, reliable navigation is fundamental to mission success. Their vehicles are deployed on autonomous, pre-planned missions in demanding commercial and research environments, where dependable positioning is essential and equipment reliability directly impacts operational performance.
During routine fleet operations, Seaber identified that a small number of early-generation Water Linked DVL units were experiencing reliability issues over extended use. Although the issue affected only a small percentage of units, any unexpected equipment failure had the potential to interrupt missions and increase operational downtime.
Committed to delivering reliable solutions to their own customers, Seaber partnered with Water Linked to investigate the issue. Rather than treating it as an isolated support case, both teams established a close technical dialogue, sharing field data and operational insights to identify the root cause and ensure a long-term solution.
The Solution
Water Linked treated the issue as more than a support ticket. Working closely with Seaber, our engineering and support teams launched a thorough investigation. Multiple meetings were held to review field data, discuss failure patterns, and establish a structured testing program.
The investigation revealed that the manufacturing process allowed for a level of inconsistency, resulting in a small percentage of units being susceptible to unexplained failure. Under certain operating conditions, these imperfections could eventually result in total sensor failure.
Identifying the root cause was only the beginning. Water Linked invested significant engineering effort into redesigning parts of the manufacturing process, improving production methods, and introducing more rigorous testing procedures before products leave the factory.
The changes included:
- Redesign of key mechanical parts to address the production issue
- Improvements to the manufacturing and assembly process
- Expanded testing procedures to identify potential issues before shipment.
- Ongoing collaboration with Seaber to validate improvements in real-world conditions.
Throughout the process, Water Linked maintained open communication with Seaber, sharing findings, discussing corrective actions, and incorporating customer feedback into product development.
The Outcome
The result was a stronger product for Seaber and for every Water Linked customer.
Following the manufacturing improvements and enhanced testing procedures, reliability issues and support cases related to the original problem largely disappeared for all customers.
More importantly, the collaboration strengthened the relationship between the two companies. Seaber continued providing valuable operational feedback, helping shape future improvements and new features.
The lessons learned during the project have been incorporated into all subsequently manufactured units, meaning that every customer benefits from the improvements that originated from Seaber's feedback.
For Water Linked, the project reinforced an important principle: customer support is not just about solving today's problem. It's about listening, investigating, improving, and ensuring that every challenge becomes an opportunity to build a better product.
As Seaber continues deploying autonomous underwater vehicles around the world, Water Linked remains committed to the same collaborative approach that helped turn a customer challenge into a lasting product improvement.