customer care or don't care??

[stevenk]

Hi
A few weeks ago I read a debate about whether the Garrett Ace 150/250 was setup for the kind of soil found in the USA as appose to the soil conditions here in the UK or the rest of europe, there was graphs and charts showing soil differences and some quite heated debate, so I thought the only way to find the answer to this reasonable and interesting question was to ask the manufacturer, so I sent a email to the email address given in the booklet which came with my Garrett Ace 250 and guess what ? I was totally ignored, so I resent the email a second time giving them the benefit of the doubt, yet again nothing, I've even tryed a third time but so far I've had NO RESPONCE.
So fellow metal detectors next time you are thinking of buying a metal detector, please bare in mind that the company you are thinking of spending a few hundred quid with, might be interested more in your money than answering any concerns or questions you might have after.
If anybody else would like to contact them and ask this legitimate question, I would be interested to see what responce if any you get.

[Dave8472]

Hi, not trying to defend them as I don’t know all the circumstances, but some corporate’s can take over a week to reply to an e-mail, also some will reject “free” e-mail accounts? Also some will only talk to their official distributers ? May be worth directing your enquiry to one of those outlets ?

But I agree that why put an e-mail address in the book if you don’t get a reply ?

Dave

[Oldest Swinger]

I have found the guys at XP well on the boil and will answer any query very quickly 100% for the guys at XP

Paul

[Ace of Spades]

In my experience they do take a while and when they do its a somewhat abrupt answer sadly (no hello,thanks,kind regards) but their detectors are fab. Any questions you need answering I can only direct you to Nigel at Regtons as his company has superb relations with them

[Peasgood]

Can you imagine just how many pointless questions they get asked in a day?
Hardly surprising they don't answer, but as said, why put an email address up.

[Hauki]

I had to contact garrett last year on behalf of my son, who was trying to obtain a baseball cap but with no luck, A week later they sent him one free of charge

[biro]

My coil went wonky and was out of warranty. I sent an email to garretts and had no reply for ages. They then sent me a brand new coil even though they did not have to.
Regards Biro...............

[clint]

hello,
I too have emailed Garrett with no probs. regarding product enquiries and they have always been quick,informative and polite.

Clint

[stevenk]

hello,
I too have emailed Garrett with no probs. regarding product enquiries and they have always been quick,informative and polite.

Clint

Hi Clint
I think that explains it, their happy and quick to respond if they're going to make a sale, try them with a technical problem and lets see how quick they are then?
all the best anyway

[stevenk]

Can you imagine just how many pointless questions they get asked in a day?
Hardly surprising they don't answer, but as said, why put an email address up.

I'd say it must be thousands !, Buts thats the price they pay for wanting to sell to a mass market and lets face it these things arn't cheap, I could fly to america for price of a Garrett 250, so I think they could of at least acknowledged the email, even if they could'nt or would'nt be prepared to answer it.
thanks for your reply

[stevenk]

Sad But I found the retailer (Hidden History) where I bought my 2 Garretts and 2 pin pointers from to be Spot on!!! Best advise is to talk to them as its a much closer personal contact etc. Hope Garrett get in touch soon
TF

Hi ferret
I bought my Garrett dirrectly from the USA thinking I had found a cheap Ace 250 cheap on ebay, never gave the VAT and taxes a thought until I was hit with a £47 import bill, so not really in a position to contact the supplier, Think I'll buy british next time
all the best

[stevenk]

My coil went wonky and was out of warranty. I sent an email to garretts and had no reply for ages. They then sent me a brand new coil even though they did not have to.
Regards Biro...............

Hi
As regards repairs and replacements I would like to think they are spot on.

[stevenk]

Hi, not trying to defend them as I don’t know all the circumstances, but some corporate’s can take over a week to reply to an e-mail, also some will reject “free” e-mail accounts? Also some will only talk to their official distributers ? May be worth directing your enquiry to one of those outlets ?

But I agree that why put an e-mail address in the book if you don’t get a reply ?

Dave

Hi Dave
3 emails and 6 weeks, perhapes customer care only relates to people who could spend money with them as a appose to people who have already spent money with them, from the replys nobody as a problem with customer service just customer care that seems a bit lacking
chears buddy

[stevenk]

Hi, Fellow metal detectors

I,ve read all you responces and would like to thank you all.
With hindsight I have given this a bit more thought!.
If you were selling a product and were asked a technical question, which could be detrimental to the sales of your product not only in one country but a whole continent you too might not respond, or at least be a bit sensitive about what you would or could say.
The facts are the Garrett does seem to only come with American markings which is alittle bit annoying if your here in the uk, and would give the impression that it was designed for one specific market ie America, but it doesn't detract from the fact it is a good basic machine which if ever should develope a problem they're willing and happy go the extra mile to put right.
So the bottom line!,
Who cares if they don't answer, as long as the product detects metal and we can get spare parts easy over here, we're all happy, (Lets go Metal detecting) ps as it stopped rainning yet?
cheers to all

[Ringpullstiltskin]

Just to add one more anecdote

I emailed Garrett with a question about whether the sensitivity gets less as the battery level drops with the A 250.

I sent it on 8th Feb and got a reply on 14th Feb. Not exactly prompt but they did reply and did answer my question. (whether I believe the answer is another topic )