A
Anonymous
Guest
For 3 years something has always happened that has kept me away from my favorite place to hunt... South Beach, Miami. This year I finally made it here and getting to stay for a month. The first day in the water my Excalibur 1000 coil wire breaks at the waterproof connector at the coil. I called Minelab and was told they would give me a very fast turnaround with a new coil. The more I thought about it the more I understood that this would end up taking a week or bit more plus Next Day Air Charges both ways. "When the ducks are flying nobody counts the price of shells", when here at South Beach and no detector you belly up to the bar, so I bought a new Excalibur 1000 from Bill Crabtree "Surfscanners", this was the fastest way to get back in the water. Bill sent me the new detector by air, I would soon be back in the water. I believe it was Forest Gump that said "__ it Happens." Sure enough "__ it happened", the new one came in bad. I called Bill, discussed what the unit was doing and immediately he told me "Frank, another one is on its way." Yep, you guessed it that one came in bad also. Folks if you have ever watched anything being delivered by airplane, truck, delivery truck....they get thrown around, other boxes stacked on them and they get beat up sometimes, this is why insureance is offered with the shiping charges....each box was beat up a bit, you could tell they had been bruised but not enough to say to the delivery guy...."send it back". I am surprise anything mechanical or electrical works after delivery. I do not fault Minelab or Bill as I know anything can happen and most of the time "bad" comes after "anything." In desperation from being in Miami 11 days, only hunting one day of the 11, I called Minelab and told my story. I was directed to a fellow named "Dick." This lead to another guy named "Sam." Soon both were working together with me trying to figure out what was happening with the two units I had, it became clear a quick fix was not going to happen. So Dick jumped in and told me Frank I will have you "MY" unit there in your hands tomorrow morning, the next morning it was here. I took it to the beach and it ran fine, I am with a fine detector in my hand and my original unit is in the process of having a new coil installed. Dick turned out to be Dick Shultz and Sam, sorry to say I never got his last name, for that I am sorry.
Some may take this as two new detectors were bad, I personally believe they left the factory in excellent working condition. If you see this in this manner you are missing the message. The message is Bill Crabtree assisted me in a manner which can only be described as "Superior." Minelab people "Dick" (head of customer service) and "Sam" (I believe is head of the service department) only focused on getting me in the water in the fastest manner, I never one moment was given a "What did you do wrong question or talk", the whole point of both was trying to figure out how to get me back in the water and fast. This can only be described as "Superior." "Bad Happened" and both did whatever was neccessary to get the customer problem corrected and the customer made happy, what more could anyone want from a dealer or a manufacture?
My attitude is I have always bought whatever brand of detector that will do the best job for the conditions I am to work. I am recently retired and enjoying my hobby on an almost daily basics. I sure have developed a warm and fuzzy feeling for Bill and Minelab.
Frank Hamill
Some may take this as two new detectors were bad, I personally believe they left the factory in excellent working condition. If you see this in this manner you are missing the message. The message is Bill Crabtree assisted me in a manner which can only be described as "Superior." Minelab people "Dick" (head of customer service) and "Sam" (I believe is head of the service department) only focused on getting me in the water in the fastest manner, I never one moment was given a "What did you do wrong question or talk", the whole point of both was trying to figure out how to get me back in the water and fast. This can only be described as "Superior." "Bad Happened" and both did whatever was neccessary to get the customer problem corrected and the customer made happy, what more could anyone want from a dealer or a manufacture?
My attitude is I have always bought whatever brand of detector that will do the best job for the conditions I am to work. I am recently retired and enjoying my hobby on an almost daily basics. I sure have developed a warm and fuzzy feeling for Bill and Minelab.
Frank Hamill
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