RavRad,:
Mine was the retail version in the hard case. Still haven’t heard back from Nokta support on if they sent it. I’m not having a world class support experience like I’ve read about others having.
Nokta / Makro does provide excellent service and support. I've dealt with them for over 5 years and haven't a complaint. I do know that they are a major manufacturer with service world-wide and an issue such as this, a Pinpointer missing a speaker-active cap, is not a world-class marketing issue for the manufacturer, but instead should be handled first, directly with the dealer you acquired it from. If the dealer makes no effort to resolve the problem, then that needs to be called to the attention of both consumers as well as Nokta / Makro. The 2nd step would be to contact the Service Center. Not only regarding a missing part, but also to make them aware of a dealer who didn't sell you a complete product package and also failed to remedy the issue.
Who did you purchase it from? If you haven't used it and are not satisfied with the product, I'll trade you straight across for a brand new, in-the-box Tek-Point Pinpointer. I could use a 2nd Pulse-Dive Pinpointer for family and friends to use and as a 'back-up' device.
Monte
Monte, you do realize that you're experience doesn't equate to everything that anyone ever purchased from them? Let's explore some facts, and areas that Nokta Makro could improve in the area of customer improvement. I don't know anyone but an absolute fanboy that doesn't think an entity can improve in something.
1. The PusleDive kit is factory sealed with zip ties in both the lock points. In my case, it was also drop-shipped, as have been almost all of my detector purchases the past 5 years from a number of different dealers, so it's not like they had the opportunity to look into the package, which is factory sealed again. In this case, the dealer offered to replace it with another one and have me ship it back, as they don't have a way to order single missing pieces and have it billed accordingly so they are reimbursed for warranty work. I believed that to be unnecessary, and ACCORDING to Nokta Makro's own website the dealer should be contacted for technical issues only, any other warranty or support had to go through them. And when Nokta Makro replied, they as the manufacturer didn't say "Go to the dealer". Dealer provided service in the age of dropshipping where almost all of them are middlemen with distributors is antiquated and unnecessary beyond technical support and operation. Plus, I don't know of any manufacturer that would want to process a return of an opened product that is missing a sub $1 part, hence why nearly everything you buy has instructions to contact the manufacturer if you are missing pieces.
2. Fact 2, Nokta Makro's website is lacking the necessary information to process warranty/support work quickly. If there are country-specific warranty providers, they should list them on their website so you can skip an unnecessary process of waiting on them to tell you they don't actually handle support and give you the proper contact information. It's unnecessary and bad business. I may be in the minority, but I don't like driving to point B to get the address to my destination at point C. Nokta Makro could easily fix this with 10 minutes of time and a quick update to their support page.
3. If I had wanted a third FPulse, I would have bought one. Thankfully, I just got off the phone with Van from their US Service and have the missing endcap coming in the mail as of a couple of minutes ago, so I consider this resolved. 6 days from first contact to resolve, not the worst customer support experience I've ever had but doesn't live up to how I define the "world-class" part of their reputation. It's not bad enough to shy me off the brand, but certainly isn't First Texas/Fisher level of service, where the website has clear concise information and I have an RMA in 5 minutes after talking to someone.
4. You say that you dealt with them for over 5 years and haven't had a complaint. Unless you had the worst luck ever, you had maybe one defect or issue, possibly two at best? I wouldn't call one or two experiences synonymous with their global operations. Anecdotal evidence is all it is, an anecdote, same as mine.
