My MX Sport face plate apparently cracked the weekend before last during a 3 hour fresh water hunt. I didn't notice anything until Wednesday morning when, after turning it on, it turned right back off and continued doing so even after removing and replacing the batteries. Then I noticed the crack in the upper right corner of the face plate. So, I called Whites early that morning and explained what was going on. They left me with a "Can I call you back in about an hour?" Well 6 hours later, nothing, so I called again and had to leave a message. I did get a call back 15 minutes later that I missed, but the voicemail said that I could call back to get a return authorization and return shipping label. Soooo, I called back to give them my email to send the label to and I also asked for a replacement machine to be sent b/c that is what I wanted. They said sure and that they would need a credit card number and I happily obliged. They said that they should get the machine out Thursday. Well, this morning I called to see if I could get a tracking number and it was total confusion, like I had never even called at all. Again they asked if they could call me back and again I waited and waited. After another six hours or so later I decided to call again. Guess what I was told? It SHOULD go out tomorrow. REALLY? This is not what I would consider outstanding customer service. I don't even consider it to be mediocre customer service. I was seriously considering adding an MX5 to the arsenal in the near future, but now I don't think so.
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Outstanding Customer Service? Not in my case!
- Thread starter HEBEGB
- Start date
Larry (IL)
Well-known member
I had a similar incident when I was testing a Treasure Pro but Mary was quick to fix the problem. Keep in mind things do slip through the cracks in all of the detector companies I have dealt with and to err is human. One mistake out of hundreds or even thousands of satisfied customers would not deter me from dealing with White's again in the future but to each his own. 
I've tried to order the neoprene boot that the trigger switch protrudes thru on an M6 twice now. First time they left it out when they shipped my other parts to me (an arm cuff and strap). The second time I ordered it they sent the rubber boot that that goes on the tracking switch. I gave up.
Rick N. MI
Member
When White's say a shipping label is coming to your email. It takes 2 or 3 days and you print the shipping label.
When White's send me a new mxs to replace mine they included a return shipping label with it.
Rick
When White's send me a new mxs to replace mine they included a return shipping label with it.
Rick
coinjumper
New member
White's in Oregon? Having problems with?
Rick N. MI
Member
All my dealings was White's in Oregon and had no problems with White's.
Rick
Rick
Must admit i have never never needed to use Whites customer service in Scotland as my DFX,TDI Po and IDX Pro have never let me down in all the years that i have been using a Whites machine,never been back for repairs or needed adjustment either,trust me mine have had 1000s of hours of use and they still keep on working.If it ain't broke don't get it fixed.
Whites have always given me the very best service going,if i have needed say a set of coil washers or coil bolts they have always posted them out the same day without any cost to me,great service from a great company.
Of course you will always find the odd occasion that something likes this slips through the net,but its very rare.
Whites have always given me the very best service going,if i have needed say a set of coil washers or coil bolts they have always posted them out the same day without any cost to me,great service from a great company.
Of course you will always find the odd occasion that something likes this slips through the net,but its very rare.
stephenscool
New member
ive bought a dozen or so detectors and parts and had them mailed.to.me in Asia without any issues. Was the face plate broken because of use/abuse or just broke by itself
HEBEGB - sorry if you feel our customer service isn't living up to our reputation. Please keep in mind with a National Holiday some of our employees have been spending time with loved ones. We try to take care of our customers above all else, but also are keen to balance professional and personal life enough to keep our hair from falling out (prematurely at least). Lighting off massive amounts of fireworks helps...
We have dealt with the faceplate issue internally and will gladly fulfill any and all warranty issues our customers have, even above and beyond what is expected of us. That's not to say we're a perfect company, just that we like to hold ourselves to a higher standard than our competition. I will try and browse the forums more to keep on top of things, but a call to the factory is always the best way to get to the bottom of any problem you might have - 1-541-367-6121
We have dealt with the faceplate issue internally and will gladly fulfill any and all warranty issues our customers have, even above and beyond what is expected of us. That's not to say we're a perfect company, just that we like to hold ourselves to a higher standard than our competition. I will try and browse the forums more to keep on top of things, but a call to the factory is always the best way to get to the bottom of any problem you might have - 1-541-367-6121
tboykin said:
Tboykin, I appreciate you taking the time to respond to my post. I was on the phone with Mary as you were posting. I had called to get a tracking number on the replacement machine that I was told would ship out today. I was also told that someone would call me with a tracking number. No one did. Mary still could not tell me if my replacement machine that I requested and furnished a credit card number for has shipped. She said that she thought that she had the repair department, but wasn't sure. I had made my original call and request for this last Wednesday. I understand that a Holiday can throw a monkey wrench into operations, but why is it taking more than a week (or maybe longer?!?) to ship out a new machine?
jtalley007
Active member
I am a regular guy that has owned several Whites machines over the years like xlt and V3i had issues and I couldn't have been happier with their customer service. I know no company is perfect but they always exceeded my expectations, just hoping they will make a deep seeking multi frequency detector to compete with the Minelab since I love their build quality
Hope you read this Whites, and that something is in the works
Jerry
Hope you read this Whites, and that something is in the works
Jerry
bootyhoundpa
Well-known member
HEBEGB said:
chuck said:
I had asked, when I called to inform them of the cracked face plate, that they send me a replacement before I shipped my broken machine back to them. I was hoping to have a usable machine in my hands in three or four days. Didn't happen. They told me that in order to do that they would need my credit card number.
