Question for the Deus Dealers

[beepsilver]

This post is not intended to bash any dealer, supplier, sponsor, the factory, etc. This is simply a question I have about how to go about getting service when or if the Deus equipment is not performing optimally. Over the past 6 months, I've read posts about people having issues and how it's highly recommended they contact their dealer. I've also read similar recommendations about contacting XP.

I've had to replace a coil and a set of headphones since I purchased the Deus back in May. When I experienced a problem with my WS-5 headphone cups falling off I first contacted my dealer and described the problem. I didn't know what the repair/replacement protocol would be when I called, but I was directed to make contact with the folks in Massachusetts, which I did. Bottomline, I got a new set of headphones that work real well. The next issue I had was with my 9 inch coil. It started behaving like there was EMI everywhere all the time in every frequency. To this day neither I nor the folks in Massachusetts know what caused it or how the coil was affected. My dealer again had me contact the folks in Massachusetts. I got a new one shipped out from them and it has performed flawlessly.

So my question is this, do all dealers sell users the Deus equipment, then, depending on the TYPE of problem you might have, refer you to XP in the northeast? Or are there specific problems that dealers themselves work directly with the users on? I ask this because if a dealer is always going to refer a user to someone else, why contact the dealer? Or, do different dealers do things differently? For instance, would some dealers have replaced my headphones and coil without having to go through XP in the northeast? I imagine if equipment has failed it'll need to go back to XP anyway, so is the dealer saving themselves a step by referring the user to XP? Does XP prefer dealers use this method? My headphones and coil were obviously under warranty; do dealers call this a "warranty replacement" and refer the user to XP?

 

[hunter081]

good post beepsilver. I just assumed in my situation to contact the repair on a faulty coil issue I made a post on today. I don't think the dealer has anything to do with warranty now that its two years old. But who knows I could be wrong??

 

[JFlynn]

Moe at Detector Electronics just might be the best service/warranty/customer oriented person you will ever do business with. He is honestly heads and heels over anything I've ever dealt with in any type of problem you might have. He/they jump through hoops to make sure their stuff is right. It just cannot get any better not unless you owned the company yourself. Don't worry about that end of it.

 

[beepsilver]

Moe at Detector Electronics just might be the best service/warranty/customer oriented person you will ever do business with. He is honestly heads and heels over anything I've ever dealt with in any type of problem you might have. He/they jump through hoops to make sure their stuff is right. It just cannot get any better not unless you owned the company yourself. Don't worry about that end of it.

Agreed, he contacted me directly when he began working on my coil issue--couldn't ask for better service.

 

[Deusdigger]

Moe at Detector Electronics just might be the best service/warranty/customer oriented person you will ever do business with. He is honestly heads and heels over anything I've ever dealt with in any type of problem you might have. He/they jump through hoops to make sure their stuff is right. It just cannot get any better not unless you owned the company yourself. Don't worry about that end of it.

I have no problem with the folks at XP as well. They have given me A-1 and fast service. I have had my detector for 3 seasons now and I use it often and haven't had any problems. The only reason I have had any experience with them is I sent my 9" coil in for a check up after I bought the 11" coil. They did that for me at no charge and shipped it back at no charge and gave me a call to discuss their findings. Unbeatable service.

 

[beepsilver]

Great input on the folks/technicians at XP.

Still waiting to hear from dealers with their perspective as to the role they play in the warranty/repair process. Thanks.

 

[Low-Boy/LCPM]

Funny how no dealers have responded on the post!

 

[TexanWest]

Sorry for the slow response, I rarely check in here during the week. I drive an 18 wheeler, and haul propane for about 14 hours a day.

Most dealers in the network are scattered across the country so that we can provide a valuable service to customers. I reply to leads through the website and take people detecting. I assist people that have purchased from other dealers as well. I do this for the love of the hobby and not for any other reward. I've been detecting for many years, but don't care about making a business out if it. I'm here to help.

We are not certified to make repairs, and most of us don't run stores. We have regular jobs and carry very little inventory. Detector Electronics does an amazing job. They can even rush, or "next day" if needed.

If my customer had issues with his/her detector, I could loan them my personal machine until they got the repairs made.

I hope this helps to answer the question? Send it in, and if you are near me in Arizona, I can loan you my detector. But just like the rest of you guys, I will miss it until I get it back.

 

[beepsilver]

Thanks for your response Texan!

 

[Andy Sabisch]

A few comments on this question . . . . . .

The contract with XP for new dealers does not contain any verbiage on how issues are to be handled which is fact does vary from manufacturer to manufacturer. Customer service is left up to the dealer who can either handle it themselves or pawn it off to the distributor. A lot of that decision depends on how the dealer approaches the handling of the product line; i.e., are they passionate about the equipment and want to see others get the most out of a very large investment or simply make a sale and move on to the next person.

There are dealers that have gotten dealerships that simply collected a few friends that wanted to get a Deus at dealer cost and really have no interest in servicing any sale - even those to the group that got them the dealership. Others are mail order specialists who slap a label on the box and chalk up a sale. Then there are dealers that do in fact offer service which includes offering a loaner if service is needed well after the sale, providing a swap out in a case such as the one that HUNTER 081 has described in detail on this forum, fielding questions and working with the distributor to resolve issues. I know a number of dealers that will take care of their customers before and after the sale but have also heard from people that shopped for the absolute lowest price and found that the person they bought it from changed their spots after the sale was made and an issue arose. Either they could not answer even the most basic of questions or would not support the customer when it came to service but in either case the customer is the one left holding the bag so to speak with a detector that cost a good deal that is not doing what they paid for. If you are shopping for a detector, ask a few questions up front as to how issues or questions are handled and factor that into your final decision.

As far as me personally . . . . . I was one of the first dealers for XP and thankfully have experienced very few issues that could not be addressed with reloading software or programming adjustments. When I did, I replaced the equipment from stock and took it up with the service center / distributor. The customer was out of the picture and back in the field enjoying his investment. If I did not have a piece of equipment or if the customer was across the country, I would arrange to have the defective item replaced at my cost for shipping and as was stated here, service usually addresses issues ASAP . . . better than virtually all of the other companies from my experience. There are several things that dealers (or individuals) can check to see what the issue might be and often that saves any downtime as I have walked through a checklist I use with people in the field and had them up and running in 30 minutes or less. I have fielded numerous questions from people in the field and helped them tackle an issue by cell phone . . . . . part of my "total package" so to speak.

The service center is first class but the dealer plays a role in ensuring your investment does not leave a sour taste in your mouth. All dealers are NOT created equally and that goes for any product not just the Deus. Should XP require some training on the part of their dealers rather than setup anyone that expresses an interest or have them provide at least basic service & support after the sale support????? Well, it's not my company so my opinion is just that - my opinion - but I feel that if you are expecting someone to spring for a detector that is as much as most mortgage payments and then some, there is some responsibility that comes with the sale. How would you feel if you bought a car and the dealer told you to call Detroit, Munich or Tokyo to have some issue addressed?

Just a few comments from the hinterlands . . . .

Andy

 

[beepsilver]

Good info--thanks Andy.