Golden comes Home

[dahut]

Sent my used Golden uMax in for repair 18 days ago. It came back today, fixed and ready to go. Rusty Henry included a personal note, new hardware, and a new battery door.

Tesoro doesnt have to do this - their warranty says so. But I asked James Gifford about it once. He said its just what they do. As long as the unit has not been obviously abused or modified, theyll stand by it and repair it if needed.

 

[Hombre]

Hi Dahut

Tesoro sevice is great,I have had several dealings with them through the years. My Tiger Shark is 9 years old and has never been sent in, it's reliable as a pet rock. Been through several "O" rings, but I still have the the original tube of silicone grease. A little daba do ya. Good to see you're back with the Golden, must be a heck of a machine!

I just hope they are selling the heck out of their new machines, and maybe they will get the Tiger Shark back in the production line. Fresh water hunting will be here before you know it

Randy.

 

[Monte]

n/t

 

[dahut]

I should also mention that I received a note in the box from Rusty Henry, Tesoros service manager, written on one of his personal cards:

"Hi, Dave! I noticed your battery door was loose, so Ive included a new one. Ive also added a set of the new style coil mounts. If you'd like to use them, just drill out the mounts for 1/4". Happy Hunting."

This is not the only detector Ive sen tback to them in over 20 years of detecting. There have been four total, all but one of which were used and not new with me as original purchaser. Each time they were needing repairs of a sort that are specifically mentioned in their warranty as possible exclusion items -

Our lifetime warranty covers defects in material and workmanship for as long as it is owned by the original purchaser. The warranty excludes batteries, damage caused by leaky batteries, cable breakage due to flexing, wear of the searchcoil housing, and leakage cause by the condition of water seals on underwater detectors. Also excluded are instruments which have been abused, altered, or repaired by an unauthorized party.

And each time these units were fixed without question, with the same commitment to service in evidence. Two of them required new coils, as the housings were cracked on the old ones when I got them. Like I said, James Gifford once told me that is just how they do things at Tesoro. I hope they keep it up.

 

[ohp800max]

That's one of the first rules of management: Take care of your customers and they will take care of you. I think sometimes we undervalue customer service until we need it and "word of mouth" is a powerful selling tool! Heck, we're doing it on the forum as we speak!

Tesoro service is Top Notch!

ohp800max

 

[Monte]

one of them and it is because both have provided the best customer service through the years. Not that I never had a problem with the service because I did, once. However, regardless of the industry this can happen. My respect and appreciation isn't based upon how they take care of me, a customer, or anyone else we hear about, but also because of how they both pay attention to build quality in the first place so as to limited the likelihood of having to deal with a lot of returns.

I do wonder, however, if Tesoro will continue to offer and provide such long-range warranty coverage for a true "top end" model, should they ever enter that level of competition? naturally, providing such a service has to be factored into the overall production and marketing and that includes being reflected in the suggested retail price. Hopefully, if and when they give us a good TID model offering it will have good R&D behind it such that it won't have to have much in the way of after-the-sale attention, and, if so, it is as speedy as Tesoro usually is.

Monte

 

[dahut]

one of them and it is because both have provided the best customer service through the years. Not that I never had a problem with the service because I did, once. However, regardless of the industry this can happen. My respect and appreciation isn't based upon how they take care of me, a customer, or anyone else we hear about, but also because of how they both pay attention to build quality in the first place so as to limited the likelihood of having to deal with a lot of returns.

I do wonder, however, if Tesoro will continue to offer and provide such long-range warranty coverage for a true "top end" model, should they ever enter that level of competition? naturally, providing such a service has to be factored into the overall production and marketing and that includes being reflected in the suggested retail price. Hopefully, if and when they give us a good TID model offering it will have good R&D behind it such that it won't have to have much in the way of after-the-sale attention, and, if so, it is as speedy as Tesoro usually is.

Monte

I also wonder at times about Tesoro's future direction. They have carved their niche in the detecting business and one has to question whether even trying to compete with the Big Display boys is worth the bother. Simply getting the engineering staff and manufacturing capacity together for such a project could kill a relatively small concern like Tesoro. I'm guessing they wont enter that market any time soon.