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Makros reaponse to my broken coil ear

B

basstrackerman

Well-known member
Hi Bill ,

After sharing the photo with our production department , I got information that it’s user error . We didn’t get any broken issue about RC26 coil until now.



I could send a new RC26 coil (by free shipping) to you if you could pay by PayPal only the cost of the coil $139 .



PayPal : info@makrodetector.com











I am looking forward to hearing from you soon



Best Regards



Cavit ARSLAN

Import&Export Specialist

makro_new-
 
Hello...just copying my posts from another forum:

Hello all! I would like to clarify a few things:

The ear breakage on the 10X5.5'' coil on this thread is the first reported case and considering the fact that we have shipped thousands of these coils so far, it was considered as a single isolated issue by the Makro team. I cannot comment on why it was viewed as user fault without looking more into it but I confirm here that Makro team will be contacting this customer to replace his coil.

I would like to emphasize that we are a very transparent and honest company and when we have an issue ,we do not try to hide it or close our ears to customer complaints but rather be open about it and do whatever it takes to fix it and make our customers feel that they can trust us.

We did announce that we had issues with the 11'' coils and the bolts of the first few shipments and so far replaced each and every single coil that was reported to us. When the initial few failures were reported, Makro and its dealers sent replacements to customers right away to make the customers happy. Some replacement coils sent to them also failed because either the problem had not surfaced yet so we were not aware that we were sending faulty coils or it was very hard to track stocks of dealers and what was being sent to customers so some replacement coils sent to customers were not the updated ones. As a result, a few customers experienced the issue more than once.

We are not perfect just like no other manufacturer within this industry or others is but we are open, sincere and responsible.
Once again, we apologize to each and every single customer who had an issue with the Racer coils and we are here should you need any assistance.

Thank you!

Dilek


2nd post:
Hello! We checked more into the first reported case of ear breakage on the 10X5.5'' coil.
When we first realized the ear breakages on the 11X7'' coils, we stopped the production of all coils including the 10X5.5'' ones which were not shipping in volume at the time because it was an optional coil.
A total of 35 10X5.5'' coils were shipped before we stopped production. This number is very small and should not create a general concern.
If you have a coil ear breakage issue, please contact the Makro sales team at cavit@makrodetector.com and they will replace your coil.
 
So glad to see this response from Makro. I was seriously afraid to use my new Racer much because I didn't want to have a coil issue that might be considered my fault. I am very impressed with the Racer and anxious to get into the fields this Fall and let it pick apart the iron. Awesome to know that the Company will stand behind the Racer and future products. Thanks for the response. I had a lot of faith in Richard at Backwoods Detectors when I decided to get a Racer. I can get back to being happy and excited with my new purchase.

Don
 
I was getting concerned when I seen a complain on the 10X5.5 coil that there were several saying they had the coil ears breaking and was thinking these might only be the first ones made before they seen it was bad plastic used. I knew if this was the case they would be taken care of like Minelab did with the first Explorers with the cam locks cracking.
I feel the Makro is a stand up company with good prices on the detectors and accessories that some of the other companies could follow on prices.

Rick
 
eSCANZ said:
I feel for your pain OP but if the daeler you purchased the Racer from was going to change out your coil "(My dealer has offered to replace my coil)", why then do you find it appropriate in dealing with the manufacturer about it? That is the job for the dealer.

I am sorry but I know you guys deal with the manufacturers direct however I have always been used to sorting my product issues with the person I purchased the item from, then if I get no joy I take it to the manufacturer. The dealer offered to change out the coil then sort the issue out themselves. That is the path I would have taken.

However its great to see how positive Makro/Nokta have handled the situation - Openly on a public forum = nice
Click to expand...

I agree.
 
eSCANZ said:
I feel for your pain OP but if the daeler you purchased the Racer from was going to change out your coil "(My dealer has offered to replace my coil)", why then do you find it appropriate in dealing with the manufacturer about it? That is the job for the dealer.

I am sorry but I know you guys deal with the manufacturers direct however I have always been used to sorting my product issues with the person I purchased the item from, then if I get no joy I take it to the manufacturer. The dealer offered to change out the coil then sort the issue out themselves. That is the path I would have taken.

However its great to see how positive Makro/Nokta have handled the situation - Openly on a public forum = nice
Click to expand...

I agree.
 
I have said several times that makro and nokta are really good companies and do a very very good job of listening to us, the customer.. I love how the detector works and its tones are second to none.. The customer sevice guy just said the wrong things and i felt disrespected.. This is being worked out and now all of the 5.5x10 coils will be handled accordingly.. Im not perfect and neither is anyone else and all of us would have handled things differently.. Was i wrong? Of course i was.. But i was nice at first to makro and was pleasant up until i was told it was my fault the coil ear broke. Then i went stupid. Mainly because we all know the coils they sell do have ear issues, at least some did or do..
 
Yes Dilek is a mvp for that company.. I give nokta/makro alot of credit for coming on an open forum and resolving this.. They are sending me a new coil and all is good! And noone else has to worry because its obvious they will stand behind what they sell..
 
Nice to see steps are being taken to rectify an unfortunate mishap.

I did contact the Makro sales team as suggested, at cavit@makrodetector.com and a quick reply indicates a new replacement coil will be send.

Thus far the NOKTA/MAKRO customer service have proved to be 1st class.
 
I think I will buy a Macro Racer in the next month or two. Have heard that there were problems in the past but it seems they have been or mostly ironed out and I have also heard good reviews about the Racer so I will get one.
 
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