I just wanted to take a moment to let you all know about a great Customer Service moment I received via a minelab technician today. Some of you already know this but, My Excalibur II died on me in the end of July. This made the second time in the 3 years that I have owned it. The last being when the battery pod shorted out and tried to burn off my butt for me (You can laugh at me free of charge here: http://www.findmall.com/read.php?26,1265405,1265405#msg-1265405 ). So this last time, I was getting a deafening noise in the headset when the unit would get submerged. Well its been there for a little under a month and I was starting to get a little worried about it so I called in and got connected with a technician named John, who was diagnosing my machine. We had a long chat about some of the problems my detector was having and he let me know about the cost of repair. Needless to say I was worried about a large bill to repair my machine. You know the story,in our heads we all start doing the math. "Is it better to scrap the machine and buy another or just to fix it and pray it doesn't break again?". I was pretty undecided as to what to do but luckily fate lent a hand. He wanted to have a look at my records, but the computers had all just crashed, so he took my cell and promised me he'd be in touch with me before the day was out. True to his word, he called me back later this after noon and said he had gone through my records and that I was out of warranty. I mentioned that my warranty was an 3 year promotion and that it had just run out by a few months. When I mentioned that he took the initiative to go back over my records and include the work in a warrantied capacity for me. John may not know this but he didn't just keep me as a customer, he made me a lifetime customer and rather than shelling out a few hundred dollars for repair issues, I am going to go ahead and buy another machine so that I always have an Excalibur on hand. Thanks John at Minelab Tech Support! You are a real asset to your company!
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Thanks Minelab Tech Support!
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