Makro customer service...All resolved...

My Makro pinpointer led has stopped working.
I contacted customer service on their website, got one response 2 days later.
They asked me to send them a video showing the issue.
I did and it's been over a week never heard from them again.
Just a heads up for potential Makro products buyers.



Edited 1 time(s). Last edit at 05/12/2016 06:57AM by jackdaniels.

jackdaniels Wrote:
-------------------------------------------------------
> My Makro pinpointer led has stopped working.
> I contacted customer service on their website, got
> one response 2 days later.
> They asked me to send them a video showing the
> issue.
> I did and it's been over a week never heard from
> them again.
> Just a heads up for potential Makro products
> buyers.


Did anyone ever respond to you,,,they infact received the video???

After a couple days and no one ever responded--- pick the phone up, call and ask questions.

There could be a very good reason why no one has responded.

To let a problem fester with time-- doesn't do you or Makro any good.

Remember,,,being a good manufacturer has requirements.
And being a good customer also has requirements.

Also,, did you buy your pinpointer new??? Nothing wrong with getting a dealer involved-- they can be of great help many times.



Edited 1 time(s). Last edit at 05/10/2016 01:49PM by tnsharpshooter.

I think customer service asking for a video showing the issue is a bit strange. Most companies would have just said send it back to us. We'll take care of it (and you, our customer).
A discussion over the telephone (with a US rep) would have cleared up any possible misunderstanding the user might have about proper set-up and use of the product.

Wayne

Pleasant Garden, NC
AT Max, Nokta Impact, MX Sport, Nokta FORS Relic, GPX 4800, Infinium, Racer, Deus, F75SE, Nautilus DMC II (order of acquisition, last to first)

Does an archeologist argue with a plow? A bureaucrat with a bulldozer?

jackdaniels Wrote:
-------------------------------------------------------
> My Makro pinpointer led has stopped working.
> I contacted customer service on their website, got
> one response 2 days later.
> They asked me to send them a video showing the
> issue.
> I did and it's been over a week never heard from
> them again.
> Just a heads up for potential Makro products
> buyers.

Hello there..we respond to every single email as fast as we can and our customer service is actually praised by customers.
Are you sure the video came thru?
Please resend the video to dilek@noktadetectors.com and we will take care of it right away.

Why does he need to send video? I think he knows it's not working.

------------"Cz's still bad to the bone".------------
Living on a big ass Astroid.
The woman that got my rib,I want it back.

Sometimes a company would actually like to see a video of the item that is not working. Just verifies it before they send out a brand new free item to replace it with.
If it truly doesn't work, the video is proof and the company will then not require the owner to return it for an exchange. Which would delay shipment of a replacement.

DeepTech Vista X with 3 search coils.
Works for me

supertraq Wrote:
-------------------------------------------------------
> Why does he need to send video? I think he knows
> it's not working.


Simply because it is the fastest way of verifying an issue.
Asking for the unit back takes much longer.
Customers appreciate this.

Sven1 Wrote:
-------------------------------------------------------
> Sometimes a company would actually like to see a
> video of the item that is not working. Just
> verifies it before they send out a brand new free
> item to replace it with.
> If it truly doesn't work, the video is proof and
> the company will then not require the owner to
> return it for an exchange. Which would delay
> shipment of a replacement.


they may also want to verify it's out and not turned off since it's an option on that pointer. It's definitely a modern and fast way of support but I know it's made the less digital savy irritated at the perceived doubt of their claims. Also, the US distributor and/or dealers tend to help facilitate support.

DETECTOR ELECTRONICS CORP.
23 Turnpike Rd. Southborough, MA 01772 USA
Phone : +1 508 460 6244
Web : www.metaldetector.com
Mail : customersupport@metaldetector.com

Since video's are too large typically to email the easiest way is to do a video with smart phone, share to youtube, send support the link. I'm sure a call to us distributor could iron out any communication issues and possibly remove need for video.

I've known in the past the due diligence with pics/video meant no need or cost to send item to distirbutor or turkey first thus saving shipping and time for your efforts. Perhaps they should stress this vs perceived customer doubt of claim.

I have a vhs camcorder and a flip phone,were not all cutting edge,lol
Understand your trying to get him help pronto.

------------"Cz's still bad to the bone".------------
Living on a big ass Astroid.
The woman that got my rib,I want it back.

A friend of mine shipped it to me from the US. I'd rather not have to ship it back to him.
I use gmail and if the attachment is too big it will save it on my account and create a link for the receiver.
Okay, granted Makro couldn't see the video for one reason or another so why wouldn't they take the time to let me know?

Makro pointer-Turn it on led should light up: it doesn't.
Press the red button once to turn on the led and press again to turn it off: No go.

I have to agree having to make a video to show a problem on a detector or anything else don't make since. If a detector is acting up how do you know when it will act up, so you can film it? Say if I carry a camera and film it when it screws up, I have no idea how to put it on the computer so I can send it.

Ray

deadeye Wrote:
-------------------------------------------------------
> I have to agree having to make a video to show a
> problem on a detector or anything else don't make
> since. If a detector is acting up how do you know
> when it will act up, so you can film it? Say if I
> carry a camera and film it when it screws up, I
> have no idea how to put it on the computer so I
> can send it.
>
> Ray

You do bring up a good point,,,with not knowing how to put it on a computer...

I have not done,,,but maybe some folks who have can come here or start a thread of instructions of how to and what devices can be used to record,,and which are the easiest to actually use to make the process easier overall.

jackdaniels Wrote:
-------------------------------------------------------
> My Makro pinpointer led has stopped working.
> I contacted customer service on their website, got
> one response 2 days later.
> They asked me to send them a video showing the
> issue.
> I did and it's been over a week never heard from
> them again.
> Just a heads up for potential Makro products
> buyers.

From what I have heard regarding Nokta/Makro service - its second to none

sorry to hear about you LED issues



Edited 1 time(s). Last edit at 05/10/2016 09:05PM by rustic charm.

Sven1 Wrote:
-------------------------------------------------------
> Sometimes a company would actually like to see a
> video of the item that is not working. Just
> verifies it before they send out a brand new free
> item to replace it with.
> If it truly doesn't work, the video is proof and
> the company will then not require the owner to
> return it for an exchange. Which would delay
> shipment of a replacement.

this is a system that works as opposed to -

send in item to be assessed ->>> wait a week to be told what the issue is ->>>> wait another week for repairs and shipped etc etc

I would rather send a vid in of the problem than box up the unit and ship it off overseas as we currently have to do with the well known brands - when you team a customer focused warranty service up with products like these you know you are on to a winner

Donnie Brosco! Forget about it! One of My favorite movies.

I've dealt with makro customer service and let me tell you they care about customers.. Very nice pleasant people.. The video is to save the customer time.. If you want to send it to the distributor that would be fine also.. They inspect and send you a replacement.. Or send a video and within 3 days get a replacement.. Your choice .. I've done it and they understand that some issues are come and go.. Hard to film ... But at least they give several options...

Makro/Nokta customer service has been the best I've used. FT CS doesn't hold a candle to the Makro/Nokta customer service team from my experience!

I have not dealt directly with Makro but I have used Detector Electronics and highly regard their customer service.

Makro has always been great to me. Makro actually comes onto the forums and interacts with us. As far as I can tell, Makro are good people. Hope ya get your pinpointer sorted soon. Happy Hunting. kevin

my makro pointer kept turning itself off when held upright, the supplied battery was losing contact no matter how much i tightened the threads, in the end i used a bit of wire and pulled up the battery contacts and it sorted it.

jackdaniels Wrote:
-------------------------------------------------------
> Okay, granted Makro couldn't see the video for one
> reason or another so why wouldn't they take the
> time to let me know?

Depending on the email settings on both of your ends it may have not even let them know you sent it. They could actually be waiting for you to send the video. Calling, resending the email, etc would be helpful. I would probably put the video on youtube and give them the link. That is the easiest way. Given the fact that we all have video on our cell phones I dont think its a big deal to ask for it. 20 years ago? Sure it would of been but not today.

I would be more concerned if you showed them it didn't work and they couldn't come up with a good solution but this case just appears to be miscommunication somewhere in the pipeline.

They took care of me with no problems I'm sure something happened or maybe they love your video so much they are watching it over and over again

LowBoy

TAKE A LITTLE TIME KICKBACK AND WATCH SOME OF MY DETECTING VIDEO'S BELOW ON YouTube

[www.youtube.com]

If you don’t dig it, then how are you going to know what you’re missing!
How can you have your pudding if you don’t eat your meat!

So Op -

Have you been contacted regarding your problem?

Has it been resolved?

Finally got the ball rolling and received a DHL notification stating a replacement pointer is on the way!

Good deal...

Glad its resolved.

Nothing worse than having broken gear..

Keith

“I don't care that they stole my idea . . I care that they don't have any of their own”
-Nikola Tesla

Very good.
Thanks for keeping us up to date.

Hello there! This is Dilek ….so that everybody is clear:

The customer's video never made it thru the initial email address he sent it to for some reason.
After I gave my email address to him and he sent it the second time, we received the video and sent the replacement to him the next day .

As we deal with thousands of customers around the world, we please ask our customers to follow up with us if they do not hear from us which is unlikely.
Especially if you are sending an attachment like a video or pictures or a link, it may sometimes get rejected by our server.
Thank you for your understanding and patience.

My Racer 2 quit working can you send me a replacement? Just kidding!! I don't even have one maybe I'll have one some day.



Edited 1 time(s). Last edit at 05/12/2016 01:33PM by 88junior.

Nothing like real time feedback from a manufacturer-- Kudos