Andy Sabisch
Active member
In an ideal world, when someone buys an item it would operate flawlessly for years and service would be a non-issue. In reality, despite the best intentions of any company, there will be some issues that come up - especially with detectors considering the environment they are operated in - and how the manufacturer handles these issues says a lot about the company itself.
I have used Whites detectors since the late 1960's . . . . . dating myself a bit, but much of my collection has come thru a Whites detector over the years. Over that time there have been issues - mostly minor but a few major - that have arisen and in every case going back almost 40 years
wacko, the Service department has been 100% customer-focused in their response. The old saying "The customer is always right" must be emblazoned on the wall in Sweet Home as even when the people at the factory change, the treatment remains the same . . . that says a lot about the direction Ken White has given and the way the company operates. Unfortunately many companies see service as an area they can cut back on to save money and in times like we are in, that is an avenue some are opting for . . . . including at least one major detector company . . . . but from some recent experiences, Whites is not deviating from the position they have held for as long as I have dealt with them . . . . and this is as a customer not a dealer.
What prompted me make this post were a few recent experiences with my V3 as well as that of three friends with theirs . . . . . . .
First, I had some issues regarding detection depth and in-field performance. It turns out that it was "operator error" but when I called the factory, there were actually people that answered the phone and could answer technical questions on how to set the detector for my conditions. And, the questions were answered immediately - not being told to call back in a day or two or being told to call someone else - a dealer or user somewhere. The performance questions were addressed post haste
Then, due to another issue that came up, I had to send the detector back in to have it looked at. It seems to have gotten waylaid in the factory and when I called and checked on the unit they found out it was AWOL . . . . and immediately sent out a replacement unit - brand new - to make up for it . . . . . rather than making me wait for the original one to turn back up. Clearly a "customer first" mentality.
One friend of mine unpacked his detector and there was a small blemish / partial tear on the headphone earmuff. A call to Whites took care of it . . . they immediately sent him a new pair and told him to send the other back when he could. No "when we get the old set we will send you a new set" as at least one other company now does and it enabled him to get out hunting with a minimal delay and no out of pocket expense . . . . .
Two other hunters I know had a problem with the coil on their V3 . . . . some of the early ones had issues coming from the factory. The response from Whites? Give me your address and we will send you a replacement along with an apology for the inconvenience.
To make a long post short, customer service & support is a factor that should be considered when selecting a detector and if an issue arises, it becomes just as important as the performance of the machine when looking at the investment one has made into equipment. Whites is not alone when it comes to quality customer service in the metal detecting industry but they are clearly a leader that has kept the "customer first" focus for decades. I know they will be there today, tomorrow and next year to take care of products that may actually be more than a decade old and will take care of it without requiring me the customer to jump through 100 hoops and hope I am covered.
So Kudos to the Whites organization for the support they provide to customers before and more importantly after the sale . . . . a great product is only a good as the service the manufacturer provides and Whites has clearly recognized this in their business model.
Andy Sabisch
I have used Whites detectors since the late 1960's . . . . . dating myself a bit, but much of my collection has come thru a Whites detector over the years. Over that time there have been issues - mostly minor but a few major - that have arisen and in every case going back almost 40 years
wacko, the Service department has been 100% customer-focused in their response. The old saying "The customer is always right" must be emblazoned on the wall in Sweet Home as even when the people at the factory change, the treatment remains the same . . . that says a lot about the direction Ken White has given and the way the company operates. Unfortunately many companies see service as an area they can cut back on to save money and in times like we are in, that is an avenue some are opting for . . . . including at least one major detector company . . . . but from some recent experiences, Whites is not deviating from the position they have held for as long as I have dealt with them . . . . and this is as a customer not a dealer.What prompted me make this post were a few recent experiences with my V3 as well as that of three friends with theirs . . . . . . .
First, I had some issues regarding detection depth and in-field performance. It turns out that it was "operator error" but when I called the factory, there were actually people that answered the phone and could answer technical questions on how to set the detector for my conditions. And, the questions were answered immediately - not being told to call back in a day or two or being told to call someone else - a dealer or user somewhere. The performance questions were addressed post haste
Then, due to another issue that came up, I had to send the detector back in to have it looked at. It seems to have gotten waylaid in the factory and when I called and checked on the unit they found out it was AWOL . . . . and immediately sent out a replacement unit - brand new - to make up for it . . . . . rather than making me wait for the original one to turn back up. Clearly a "customer first" mentality.
One friend of mine unpacked his detector and there was a small blemish / partial tear on the headphone earmuff. A call to Whites took care of it . . . they immediately sent him a new pair and told him to send the other back when he could. No "when we get the old set we will send you a new set" as at least one other company now does and it enabled him to get out hunting with a minimal delay and no out of pocket expense . . . . .
Two other hunters I know had a problem with the coil on their V3 . . . . some of the early ones had issues coming from the factory. The response from Whites? Give me your address and we will send you a replacement along with an apology for the inconvenience.
To make a long post short, customer service & support is a factor that should be considered when selecting a detector and if an issue arises, it becomes just as important as the performance of the machine when looking at the investment one has made into equipment. Whites is not alone when it comes to quality customer service in the metal detecting industry but they are clearly a leader that has kept the "customer first" focus for decades. I know they will be there today, tomorrow and next year to take care of products that may actually be more than a decade old and will take care of it without requiring me the customer to jump through 100 hoops and hope I am covered.
So Kudos to the Whites organization for the support they provide to customers before and more importantly after the sale . . . . a great product is only a good as the service the manufacturer provides and Whites has clearly recognized this in their business model.
Andy Sabisch
It's been my favorite general-use coil size on the IDX Pro, XL Pro, XLT, M6, and MXT, and now, for me in the types of sites I prefer to hunt, it's once again my favorite general-use coil on a V3. No doubt in my mind you're going to enjoy it.
