The saga continues with Fisher!!!

[bg64vw]

Well folks you would think that after getting two bad detectors that Fisher would be doing everything correct and by the book to correct the poor customer service. WRONG!!! I will say that Mike Scott called me personally which I appreciate, overnighted me the third detector which I love by the way and sent a nice hat and t-shirt. All appreciated! However after talking with customer rep on the phone I asked that they send me the returning mail label. No label, so I email, no label so I email a second time. Now keep count that's a call and two emails to get their detector back to them! Finally I get an email saying it was already sent to me then reforwarded to me. I did get an email for the first detector I returned and being made to feel ignorant I decided the label code is reusable. I package everything and make special trip to FEDEX only to be told this label is previously scanned and can't be sent. Yes there are some nice people at Fisher but I didn't drop a grand on their product because they are nice people. Fisher stop talking about customer service and deliver.

 

[D&P-OR]

Man you have really been thru it with this detector thing!----I have never heard of anyone having so much trouble with FT (at least in such a short time).-----To their credit, they over nighted you a new detector & gave you a couple of "freebies" for the trouble you've been thru.---and did it before they received the (second) detector back.-----So now all you need to do is wait for a RA slip & you will be "home free"--right?-----Think I got all this straight.-----They will get it to you---just have a LITTLE more patience.-----I feel for you, this must have been a very frustrating experience.--------Del

 

[Elton]

Just wait for the label. You have done all that can be expected.......

 

[BH_Landstar_]

Wait, you might end up with a FREEBIE for the trouble ! As in a FREE detector !

 

[bg64vw]

Well I would like to think l'm a nice guy too and people tell me I'm patient but this is ridiculous! I really don't know how much worse this can get. The only accountability here is me trying to keep them honest over a very public forum as opposed to being ugly over the phone. They must not be to worried about their image or customers. I understand they have some nice people but does anyone want a nice brain surgeon working on them or a competent. I don't want apologies or free gear, I want results.

 

[crusher28]

Been dealing with Fisher over thirty years never heard of this . Then again my farther inlaw has a problem with everything he buys from a candy bar to a computer he has returnd everything a hundret times.

 

[Crosby]

I don't think he's smearing Fisher. A company is only as good as the people who work for it. Regardless of how accommodating the people at the top of the company are, they need to deal with the problems the employees they supervise cause. If it was my company I'd want to know. And, as a buyer of high end detectors, I certainly want to know how good a company's customer service is. That being said, I've never had anything but first rate service from First Texas.

 

[grouser]

n/t

 

[shooter]

BG64, Having all the same problems you are, and I've been dealing with" Fisher for 30 years" and I still have all those problems. Maybe you should keep those detectors and wait till they call you. ha ha ha ha

 

[sqwaby]

I'm with Elton, the balls in their court. Fisher is probably no different than most small companies, more work than the employees can get done in a day, but can't afford to hire more people, especially in these economic times. Doesn't relieve them from their duty to customer service, but maybe why the wheels turn slowly. Once again "ball is in their court".

 

[WV62]

I would pull that sucker back out of the box and do some side by side air testing and then give us a report. Someday they will catch up with you and want that detector back, your in good shape.

Ron in WV

 

[bg64vw]

Well I sent a third, less than nice email to customer service and the same guy finally called me yesterday and said he was sending me a new label to return the detector. I was polite and said no problem, email it to me and your detector will go back out today and he said ok. Guess who didn't get an email. I come in this afternoon and I have an apologetic email saying sorry for the delay here's your label. I Love my F75 but its the last time I buy from fisher. It's whites or minelab from here on out. I don't care how long any of you have done business with them or how nice you think they are, the bottom line is they are incompetent.

 

[BuckeyeBrad]

Do what you gotta do but, as long as FT is going to fix their detectors under warranty for 2 or 3 years longer than those other brands you mentioned, they'll keep getting my business.

 

[BH_Landstar_]

I would have waited and waited, it's no big deal, if they sent me the replacement, and it was the one I wanted in the first place, regardless of time, I'd still wait for the label / return docs for the one that was wrong / not the one I asked for / ordered, it's not as if it's going anywhere now is it ! If they want it back, they know where it is.

 

[Mike Scott]

I looked into this after reading your post on the 7th and had Felix take care of it yesterday.
I read your last post from an hour or so ago and researched our sent email records ......
.
Our server email records indicate the last email we sent you was with the prepaid label and it was sent yesterday at 12:10 PM-are you sure this isn't the email you opened today?
-------------------------------------------------------------------------------------
From: Fisher Labs Service and Repair
Sent: Tuesday, February 08, 2011 12:10 PM
To: Subject: F-75 on RA # F7243-1
Importance: High

Hello Todd,

First let me apologize for not sending the FEDEX label on a timely basis for the 2nd defective unit.

You may use

 

[bg64vw]

n/t

 

[sqwaby]

I will have to say, Mike Scott posting on a public forum gets my attention, seems to me that he cares about customer service.

 

[sgoss66]

squwaby --
I have to agree; I doubt I could go on an iPod forum, for instance, and gripe about service, and have Steve Jobs come on and offer to handle it for me...

Pretty cool, Mr. Scott. Thanks for posting here.

Steve

 

[bg64vw]

Mike I checked my email a dozen times yesterday up until I went to bed at 12:30 and the email wasn't there. I see that its dated yesterday and maybe it got hung up in your servers BUT it doesn't excuse the horrendous customer service Felix provided me. I have never mentioned his name but your email has it and before I get smeared I will post ALL the details. I get my broken F75 ltd in the mail in perfect packaging, no dents scratch or creases. Well maybe it was the shipper, could be. Bart calls Felix then tells me to call him. Felix says let me check some things and call back. He calls back and says I will send you a label and let me check stock to see if any ltd's are left. He says do you want to hold or me call you back in a few minutes and I said just give me call back. He never calls back, I call back twice and leave a message on his voice mail and then its close of business Friday afternoon, me left hanging and worrying all weekend about stock. Bart was very supportive and helpful during the ordeal. I expect a call back Monday morning but nothing so I call close to lunch and start over again with Felix. He said their computer went down and couldn't check stock and I tell him that doesn't excuse him from calling me back and letting me know. He apologies sends a label and tracking number for my newly shipped detector. It comes in, rattling where the package inside is open and the batteries rattling around. I figure they have just pulled the broken screen section out and stuck a new one in my old box that's why everything is loose or maybe its the shipper again, could be. No biggie now that I finally have my F75 ltd. I read the directions and I start assembling it and testing it out. Very impressive until I try boost and cache mode which aren't there. I have no idea what Fishers QA/QC is but you really should have an SOP in place that when a customer returns a bad detector that you should at least test the new detector before it goes out. Anyway more calls to Bart and a call from you which I appreciated. I think you even thanked me for not being one of those verbally abusive customers and offered me a free t-shirt and hat to which I said I didn't want any free stuff just to make there were no more detectors like mine that weren't ltd's as advertised. You said you all had checked stocks and to give you my size or you would guess and send me something. All very cordial and appreciated. I call Felix back and he says he's really sick and should be home which makes me feel bad for being upset with him. He said we are overnighting you a new detector. I said to send me the tracking number and another shipping label and he said I will call you back shortly. Gets late in the day on Friday again and no call or email. I call back and get Sylvia and she says Felix has gone home. I asked if she knew if my detector had gone out and she said yes. I said can you send me the tracking number. She promptly sent me an email. Detector comes in, I'm very happy with it but a few days go by with no new shipping label. I email Sylvia and ask her to remind Felix. She emails and confirms that the email has been given to Felix. A few days go by and no label. I email Sylvia again and finally get a response from Felix saying I've already emailed this to you and am re-forwarding it. As previously outlined I think I'm ignorant of company shipping accounts and that this must be a standardized label that's used for shipping. I make a special trip to FedEx to be told it can't be sent because its already scanned. That's when I sent a less than polite email to Felix and he called yesterday and I was extremely polite to him on the phone. Bottom line is Felix dropped the ball several times and its to easy for the company to say well one guy messed up but its obvious Fisher doesn't have procedures in place like check replacements when they go out, a database to track customer complaints and outcomes or I wouldn't feel like I'm retelling the whole story everytime I call in. A company is only as good as their weakest link and its managements responsibility to follow through and ensure their employees are taking care of business. In my job I supervise my region of my state for a particular regulatory program. I know about computers going down, employees being sick, and mistakes being made by myself and my employees but I jump in and take responsibility for situations to ensure they get handled whether its my job or not. I also take complaints from the public, log them in a database and on paper and follow through to see things corrected. I also know the company's we regulate hate bad publicity worse than fines and sometimes nice companies get in trouble because they don't take care of business. This is a perfect example. Your a nice guy Mike and I'm not saying any of this your fault or Sylvia's, hell everyone at Fishers maybe saints but the bottom line is that too many things have happened to be an anomaly and I'm calling out your poor business practices in a way that will get your attention and change some things so others don't suffer this problem. Just another day on the job for me but this time I was the victim.

 

[jmaryt]

i believe he does indeed, as he has done this before!..he is a regular decent
guy that truly cares about the hobby,AND customer service!.he could have delegated
this task to a subordinate,however he chose to handle it himself,which,in my view,speaks
volumes about his dedication to his position,AND to the lifeblood of the company,THE CUSTOMER!

(h.h.!)
j.t.