Garrett customer service... terrible!!

[remmy]

In my limited experience having only 2 warranty issues, it seems who you deal with makes a difference. I had an issue with the ace 250 headphones and I contacted Garrett. I included the model and serial number of the ace package (headphones came with the detector) as well as date purchased, where it was purchased and the invoice number. Just for good measure I sent pictures of all sides of the box that showed all upc and other numbers. I also mentioned that I had registered my product with them online. I was contacted by one customer service rep asking me for information that I had included in my first contact. This went back and forth 3 times, me re-giving different info before the issue was resolved.

More lately (around the holidays) I had a AT pro coil issue. I still had the emails from that rep in my email so I emailed them with ALL the details as I had done with the headphones. I received an automated response that the person was out for the holiday and it said to contact another person, giving the email address to do so. I then sent the same information to that person.

Here is the kicker, I received emails from both of them a few days later. The person who handled my headphone issur responded as they did the first time, wanting info that I had already given. The other person said "here is a RMA number, please ship your coil and we will send you a new one". I currently have a propointer AT issue and will definitely contact this person.

 

[Bushman09]

Wow, you people are kinda dumb.... I think I'll return to my " other " forum. They can read and think there! ( you're not all really dumb, just can't think too good while trying to help people sometimes, but no hard feelings so don't hunt me down and kick me in the shins or something....)

 

[Ricki7]

You hit the nail on the head all dummy's here , except me right , Good Luck. Hope you get your problem resolved. ,,,,,HH

 

[Dirt clown]

Try Minelab next time...

<°)))>{

 

[Dirt clown]

Wow, you people are kinda dumb.... I think I'll return to my " other " forum. They can read and think there! ( you're not all really dumb, just can't think too good while trying to help people sometimes, but no hard feelings so don't hunt me down and kick me in the shins or something....)

You are a newb calling very seasoned, experienced people dumb? These folks are the difference between finding zinc pennies and seated coins.

 

[Reef Runner]

I've already been called dumb, and hadn't even commented yet

 

[MattLock]

I called them for replacement parts and they called me back asking for my address again.

 

[Ron 71]

Any guesses as to what his "other forum" is?

 

[nevets2968]

Any guesses as to what his "other forum" is?

Any clues?

 

[DIGGER27]

Wow, you people are kinda dumb.... I think I'll return to my " other " forum. They can read and think there! ( you're not all really dumb, just can't think too good while trying to help people sometimes, but no hard feelings so don't hunt me down and kick me in the shins or something....)

No, no hard feelings.
Enjoy your time on that other smart forum, that place where they are smarter and evidently only tell you what you want to hear.
We dummies here will somehow muddle through without you using only our pitiful skills of logic and common sense.

 

[Robo99]

What was the original "haywire" problem that Garrett wasn't standing behind?

 

[Mikey48]

What was the original "haywire" problem that Garrett wasn't standing behind?

As far as I can discern: he bought a new Ace 400; and after a few weeks, had some issues with it. So Garrett sent a new one which works fine. After he bought his detector Garrett offered a backpack with a detector which he did not get retroactively...... and we are stupid.....

 

[Robo99]

I got all that, I was just wondering what the actual problem was.

 

[Ricki7]

You hit the nail on the head all dummy's here , except me right , Good Luck. Hope you get your problem resolved. ,,,,,HH

Hey talk about dumb , I just quoted me think they will let me on the smart forum

 

[Ricki7]

I just got notified I quoted me , boy how cool is that ! I just have to think of something smart to say , uh , uh , sorry I got nothin . ,,,,,HH

 

[jerr-man]

To clarify, Garrett did nothing. Either time. They told me there was nothing they could do. My local hobby shop was nice enough to take it back and order me a new one, that was supposed to come with the bag. Once again Garrett said they couldn't do anything and to just return it to the store and try ordering it again from them or maybe another store. I guess thinking it was my little local hobby shops fault some how... but they refused to help with a broken detector a couple weeks after purchase, so I doubt they'd do anything a year from now....

As a dealer I have dealt with Garrett on several occasions with 100% satisfaction EVERYTIME. When you say "Garrett did nothing" I find that a remarkable statement to make. (Something is amiss here). That being said, there is NO WAY you bought a brand new Garrett Ace 400, it was defective and under warranty, you had a bill of sale and registered the machine, that they told you they wouldn't do anything. (Some kind of misunderstanding somewhere). Also, Garrett WAS running a Spring Special on the ACE400 that included a "free" day pack. BUT the dealer has to order that specific option when he orders since you can purchase just the Ace 400. Since you didn't get the one with the day pack I have to say your dealer dropped the ball NOT GARRETT. I don't mean to be disrespectful or confrontational with ANYBODY, I am just saying without a doubt Garrett did not get where they are by not honoring warranties. I am a sponsor on this site and do not want to offend you or anybody else, believe me. I try to get the business not offend and run off potential customers but I want everybody to know that Garrett has one of the best Customer Service Departments of any business I have ever dealt with. Just Sayin.

 

[Robo99]

As a dealer I have dealt with Garrett on several occasions with 100% satisfaction EVERYTIME. When you say "Garrett did nothing" I find that a remarkable statement to make. (Something is amiss here). That being said, there is NO WAY you bought a brand new Garrett Ace 400, it was defective and under warranty, you had a bill of sale and registered the machine, that they told you they wouldn't do anything. (Some kind of misunderstanding somewhere). Also, Garrett WAS running a Spring Special on the ACE400 that included a "free" day pack. BUT the dealer has to order that specific option when he orders since you can purchase just the Ace 400. Since you didn't get the one with the day pack I have to say your dealer dropped the ball NOT GARRETT. I don't mean to be disrespectful or confrontational with ANYBODY, I am just saying without a doubt Garrett did not get where they are by not honoring warranties. I am a sponsor on this site and do not want to offend you or anybody else, believe me. I try to get the business not offend and run off potential customers but I want everybody to know that Garrett has one of the best Customer Service Departments of any business I have ever dealt with. Just Sayin.

This is the reason I was asking what the actual problem was. I started detecting with an AT Pro when they had first come out, and mine saw its fair share of all the common problems. I know I went through 2 coils a PC board replacement, and ultimately a whole new unit. Not once in all of this was I ever treated with anything other than respect and courtesy. I am lucky enough that I work 10 minutes from them and was able to take it to them every time, but they still dropped what they were doing every time to help. I can't see them telling you there is nothing they could do.

 

[DIGGER27]

As a dealer I have dealt with Garrett on several occasions with 100% satisfaction EVERYTIME. When you say "Garrett did nothing" I find that a remarkable statement to make. (Something is amiss here). That being said, there is NO WAY you bought a brand new Garrett Ace 400, it was defective and under warranty, you had a bill of sale and registered the machine, that they told you they wouldn't do anything. (Some kind of misunderstanding somewhere). Also, Garrett WAS running a Spring Special on the ACE400 that included a "free" day pack. BUT the dealer has to order that specific option when he orders since you can purchase just the Ace 400. Since you didn't get the one with the day pack I have to say your dealer dropped the ball NOT GARRETT. I don't mean to be disrespectful or confrontational with ANYBODY, I am just saying without a doubt Garrett did not get where they are by not honoring warranties. I am a sponsor on this site and do not want to offend you or anybody else, believe me. I try to get the business not offend and run off potential customers but I want everybody to know that Garrett has one of the best Customer Service Departments of any business I have ever dealt with. Just Sayin.

This is what we tried to tell him.
He got a bad unit, the dealer got it exchanged for a good one at no charge which is the process but the dealer mentioned the free backpack giveaway which started after the original purchase.
This hyped him all up to expect that backpack which he really didn't deserve so he got mad at Garrett which was never involved in any of these transactions except replacing the bad unit.
The dealer blamed the distributor and never owned up to the fact he should have just kept his mouth shut about the backpack thing, but didn't, so now he is blaming everyone under the sun and calling us dumb because we don't agree with him that he somehow is owed that backpack promotion.
HE believed the dealer that told him he should get the backpack with the replacement then he believed him again when the dealer told him the distributor screwed up.
The dealer was weak, talking out of turn, assuming things he never checked out before telling him this untruth, lied about it to put the blame on someone else when he realized he could not get that backpack for the guy as promised and was to blame for the whole fiasco but this guy can't see the logic in that.

And he calls us dumb.

 

[gscott12250]

I've had nothing but success with garrett. Sent out a broken pinpointer. I wore off the tip and it was destroyed it. It wouldn't detect metal. They said they would fix it. 10 days later a brand new pinpointer was in my mailbox. I was very happy. Mabey you shouldn't deal with a middle man. Go right to garrett. But wait they replaced your faulty machine so what's the problem?





Greg

 

[NectarDetector]

EVERY transaction or contact with Garrett has been NOTHING LESS THAN AMAZING! They have literally taken care of any issue I have EVER had, for free...

They are TOP NOTCH so I disagree with the title of this thread!!!