Really down on Tesoro right now

[Twinkies]

First off I have to say that I love my Tiger Shark.

Living here in Southern IN my "beach" hunting season is after Labor day when the beaches close for swimming until Memorial day.

My TS is about 3 years old and has already had the coil replaced once for falsing. Well late in my season, early this Spring it began falsing once again, and I take good care of my stuff, its not mistreated.

I get ahold of Tesoro around 1st of June, send it in and Rusty Henry calls me to tell me its on its way back and he had to replace something in the descrimination trim tab but its good to go. It arrives and I take it out and guess what, anything below descrimination of about 9 it just goes crazy, totally unusable.

Sent it back to Tesoro on JULY 20th and I have to give Tesoro credit they paid for shipping both ways this time. I have called them numerous times since then checking on its progress telling them all along I was hoping it would be back by the 4th of this month when I could start hunting around here. I called them 2 weeks ago and they said all it had to do was pass the water test and was shipping out and if it didnt pass they would call me and I should have it by the 4th.

Well here it is the 10th and still no Tiger Shark. They said they shipped it last week and it should arrive anyday.

I have dealt with Tesoro a few times and sorry for my rant, just getting agravated but a 7 week turn around and they said all they did was build me a new coil, seriously?

 

[digitaltim]

I understand your frustration... that would annoy most...

With that said, it sounds like Tesoro is working with you and trying to fix it... I imagine I'd be down too, but you have to be atleast somewhat thankful you're getting it fixed 3 years after buying it ;-)

I hope it's better than you expect once you get it

 

[slingshot]

About 8 years ago, I had a Silver Sabre umax and sent it in 5 times and each time they said it was fixed and it never was. I had a great dealer who swapped a Silver umax for it-wanted to give me some refund, too-but I refused since he had paid postage 5 times. The Silver has been perfect for 8 years and had it not been for this dealer I would have never been a Tesoro fan.

 

[Elton]

I do understand your frustration, I just do not understand your complaint..

Anything can break, but how many companies offer the Free repair when that happens..and pay the freight......

I am not putting you down Sir !..I am just thinking you got so frustrated you lashed out and didn't think through all the good points in your dealing with Tesoro..

Hang in there........... You'll soon be detecting and finding good things..

 

[plidn1]

I do understand your frustration, I just do not understand your complaint..

Anything can break, but how many companies offer the Free repair when that happens..and pay the freight......

I am not putting you down Sir !..I am just thinking you got so frustrated you lashed out and didn't think through all the good points in your dealing with Tesoro..

Hang in there........... You'll soon be detecting and finding good things..

I have been in retail sales for 45 years. When I was training a new salesperson, the first thing I told them was, " Your Product IS Only As Good As The Service Behind It. The Sale Starts When The Customer Leaves With Their New Product".

When You send a product back to the MFG for repair, weather for warranty work or to be paid for out of pocket, You expect the product to be returned in a reasonable amount of time and working perfectly.
This detector was not checked for working condition before it left the shop.
That is just plain POOR service.
The life time warranty is not a gift, it has been paid for in the selling price of the detector. This is Tesoro's big selling point.
It would appear that it means that it will take a life time to repair a defective detector correctly.

I am responding to this post because I have a new, 2 month old Vaquero that cannot find a garbage can lid laying in the driveway.
It is obvious that there is something very wrong with this detector.
But I will put it up for sale and pawn it off on someone else before I tie up $500 of my money, for months, trying to get it repaired.
Then two people will be unhappy with a Tesoro detector.

So just what part of the complaint don't you understand?
It is interesting that Tesoro has had this detector for some time and not had the courtesy to up date the customer on it's status.

 

[SkiWhiz]

This detector was not checked for working condition before it left the shop.
That is just plain POOR service. I highly doubt that was the case, I don't believe that any detector in for repair leaves unless Rusty gives it a final check & gives it the ok.

The life time warranty is not a gift, it has been paid for in the selling price of the detector. This is Tesoro's big selling point. Depends on how you look at it, but in my opinion if this is the case the cost of their detectors would be much higher than they are.

I am responding to this post because I have a new, 2 month old Vaquero that cannot find a garbage can lid laying in the driveway.
It is obvious that there is something very wrong with this detector.
But I will put it up for sale and pawn it off on someone else before I tie up $500 of my money, for months, trying to get it repaired.
Then two people will be unhappy with a Tesoro detector. Sounds like there is a problem with your Vaquero for sure, personally I wouldn't sell something that wasn't working 100%. Not sure how you figure it would cost $500.00 for it to be repaired and I highly doubt it would take months to get it repaired.
It is interesting that Tesoro has had this detector for some time and not had the courtesy to up date the customer on it's status. They went out of their way to keep me updated, if I remember correctly Rusty even called me on a Saturday, it was either that or it was after business hours on Rusty's dime..
In my many years of detecting and owning several Tesoro detectors I can tell you their product and their service is second to none. I have only had to send in one detector to them and that was only because of cracks in the coil probably caused from one of the previous owners. They fixed, tuned, calibrated, took the time to call me a couple times and didn't charge me a cent.

Another think we should take into consideration is shipping, handlers don't have a penny in the packages and don't handle them with kid gloves. A detector could of left the factory in perfect working order and got damaged on the way back. In my opinion they could packaged their detectors better, the box's are nice but not alot of protection inside the box such as bubble wrap, thick cardboard.etc. but then again I usually go a bit over board when I package something, but other than that Tesoro is top notch in my mind.

 

[slingshot]

I have read posts where it happens to EVERY manufacturer. My Silver Sabre umax FINALLY had the whole circuitry replaced and my past dealer's father got it and it was then ok. The five times it was returned, they left it operating all night and it didn't mess up until I got it. I coulda given up on a good company, but a good dealer gave me great service.

 

[plidn1]

This detector was not checked for working condition before it left the shop.
That is just plain POOR service. I highly doubt that was the case, I don't believe that any detector in for repair leaves unless Rusty gives it a final check & gives it the ok.

The life time warranty is not a gift, it has been paid for in the selling price of the detector. This is Tesoro's big selling point. Depends on how you look at it, but in my opinion if this is the case the cost of their detectors would be much higher than they are.

I am responding to this post because I have a new, 2 month old Vaquero that cannot find a garbage can lid laying in the driveway.
It is obvious that there is something very wrong with this detector.
But I will put it up for sale and pawn it off on someone else before I tie up $500 of my money, for months, trying to get it repaired.
Then two people will be unhappy with a Tesoro detector. Sounds like there is a problem with your Vaquero for sure, personally I wouldn't sell something that wasn't working 100%. Not sure how you figure it would cost $500.00 for it to be repaired and I highly doubt it would take months to get it repaired.

In my many years od detecting and owning several Tesoro detectors I can tell you their product and their service is second to none. I have only had to send in one detector to them and that was only because of cracks in the coil probably caused from one of the previous owners. They fixed, tuned, calibrated, took the time to call me a couple times and didn't charge me a cent.

Another think we should take into consideration is shipping, handlers don't have a penny in the packages and don't handle them with kid gloves. A detector could of left the factory in perfect working order and got damaged on the way back. In my opinion they could packaged their detectors better, the box's are nice but not alot of protection inside the box such as bubble wrap, thick cardboard.etc. but then again I usually go a bit over board when I package something, but other than that Tesoro is top notch in my mind.

I did not say It would cost $500 to fix it. I SAID I had $500 into the detector. $575.00 to be exact with the extra coil.
If the factory doesn't care they sold me a new defective machine, I have no quams selling it to someone else. It is not my obligation to fight with the warranty department. I bought it in good faith, that faith is now gone. If I am going to have a problem with this detector out of the box, I feel it will be trouble from here on out. I wasted enough time with it, I am not going to waste any more with false promises.
Tesoro ships thousands of detectors all over the world. I find it hard to believe it was a shipping problem. I have shipped Over 3000 products and have never had a claim.
I have two tesoro detectors, bought new, in the last 6 months. One is great the other is not. That's a 50% batting average. Couple that with the previous posters, ones problem is still unresolved, the other after 5 times to the factory, he traded out of it, speaks very poorly for the service department. We don't really know what the factory did for the first poster, only what was relayed to him. The fact that it didn't work when he got it back and that they had to replace another part, tells you it was not checked before leaving the service department. That's a no brain-er.

If you think you are not paying for the life time warranty, you are wrong. The MFG's give nothing away except the shipping. That's a small price to pay to keep a previous customer happy.

 

[tvr]

I have two tesoro detectors, bought new, in the last 6 months. One is great the other is not. That's a 50% batting average. Couple that with the previous posters, one's problem is still unresolved, the other after 5 times to the factory, he traded out of it, speaks very poorly for the service department. We don't really know what the factory did for the first poster, only what was relayed to him. The fact that it didn't work when he got it back and that they had to replace another part, tells you it was not checked before leaving the service department. That's a no brainer

Did you actually observe what happened in the repair room? It is possible there were intermittent issues that can be extremely tough to find. Not enough samples of data and not any randomization in the samples to be able to make these claims. That is the no brainer. If you look through all the forum posted reports on service, they are mostly extremely positive, but still not a proper random sample.

I encourage you to contact Tesoro and send in the Vaquero that won't find a garbage can lid and then report on how that service went.
Sincerely,
tvr

PS Add in my sample of one Tesoro bought new and three bought used that I have had for varying number of years. I use all four and so far have had no issues what so ever ... well, OK, I did step on and damage one Sand Shark coil when knocked over by a wave. I bought a used coil to replace it. If I had just shipped it for repair and said it wasn't working right, would they have made it right? I don't know; but I don't operate like that. I sincerely hope you don't operate that way either and flip that Vaquero to someone unsuspecting.

 

[plidn1]

I have two tesoro detectors, bought new, in the last 6 months. One is great the other is not. That's a 50% batting average. Couple that with the previous posters, one's problem is still unresolved, the other after 5 times to the factory, he traded out of it, speaks very poorly for the service department. We don't really know what the factory did for the first poster, only what was relayed to him. The fact that it didn't work when he got it back and that they had to replace another part, tells you it was not checked before leaving the service department. That's a no brainer

Did you actually observe what happened in the repair room? It is possible there were intermittent issues that can be extremely tough to find. Not enough samples of data and not any randomization in the samples to be able to make these claims. That is the no brainer. If you look through all the forum posted reports on service, they are mostly extremely positive, but still not a proper random sample.

I encourage you to contact Tesoro and send in the Vaquero that won't find a garbage can lid and then report on how that service went.
Sincerely,
tvr

PS Add in my sample of one Tesoro bought new and three bought used that I have had for varying number of years. I use all four and so far have had no issues what so ever ... well, OK, I did step on and damage one Sand Shark coil when knocked over by a wave. I bought a used coil to replace it. If I had just shipped it for repair and said it wasn't working right, would they have made it right? I don't know; but I don't operate like that. I sincerely hope you don't operate that way either and flip that Vaquero to someone unsuspecting.

What happened in that repair room means nothing to me other then it came back broke again. And we don't know how it will be when it comes back the SECOND time after 2 months.
I am not about to play mail tag with a new detector. I have bought close to 200 new detectors and have never had to send one back regardless of the warranty.
If this detector, new out of the box, will not work properly, There is no reason why I should spend any more time or money on it.
If they can't get it right the first time, the chances are slim and none they will get it right the second time.
This attitude, we will throw them together and warranty them later is not good business.

 

[tvr]

Have you even tried to call the factory about your Vaquero and what you may expect for turn around time? I doubt you will have any fights with them unless you work hard to pick one.

If you do flip it to someone and do not disclose it is not working correctly, then I know you will eventually reap what you deserve. Have faith in that.
tvr

 

[SkiWhiz]

Have you even tried to call the factory about your Vaquero and what you may expect for turn around time? I doubt you will have any fights with them unless you work hard to pick one.

If you do flip it to someone and do not disclose it is not working correctly, then I know you will eventually reap what you deserve. Have faith in that.
tvr

That's what I found odd, I know for a fact that emailing Tesoro isn't the best form of cummunication but I know for a fact that if you call them you will get a real live person on the line & if the people/person that you want to talk to is busy they will call you back asap. I was more than happy the turn around time when I sent my detector to them, they are in Arizona and I am in upstate New York and that is a fair amount of miles.

 

[plidn1]

Have you even tried to call the factory about your Vaquero and what you may expect for turn around time? I doubt you will have any fights with them unless you work hard to pick one.

If you do flip it to someone and do not disclose it is not working correctly, then I know you will eventually reap what you deserve. Have faith in that.
tvr

This detector has instilled the fact in me, that you get what you pay for.
If I do "FLIP" it to some one else, then the ball is in Tesoro's court. If they are so great, They will warrant this 2 month old detector for the next person. Remember, they sold it NEW to me this way. They didn't care how much of an inconvenience it is for me to send it back and wait to use my new detector.
If their quality control is so bad as to let one of there new premium detectors out of the factory as bad as this one,
I have no faith in there service department.
Just read the top post.

 

[SkiWhiz]

Have you even tried to call the factory about your Vaquero and what you may expect for turn around time? I doubt you will have any fights with them unless you work hard to pick one.

If you do flip it to someone and do not disclose it is not working correctly, then I know you will eventually reap what you deserve. Have faith in that.
tvr

This detector has instilled the fact in me, that you get what you pay for.
If I do "FLIP" it to some one else, then the ball is in Tesoro's court. If they are so great, They will warrant this 2 month old detector for the next person. Remember, they sold it NEW to me this way. They didn't care how much of an inconvenience it is for me to send it back and wait to use my new detector.
If their quality control is so bad as to let one of there new premium detectors out of the factory as bad as this one,
I have no faith in there service department.
Just read the top post.

 

[tvr]

This detector has instilled the fact in me, that you get what you pay for.
If I do "FLIP" it to some one else, then the ball is in Tesoro's court. If they are so great, They will warrant this 2 month old detector for the next person. Remember, they sold it NEW to me this way. They didn't care how much of an inconvenience it is for me to send it back and wait to use my new detector.
If their quality control is so bad as to let one of there new premium detectors out of the factory as bad as this one,
I have no faith in there service department.

The lack of logic in the quoted post leaves me ... well ... speechless.

 

[SkiWhiz]

So let me see if I have it right now.... you bought a new to you 2 month old Vaquero that either didn't work out of the box or quite working after you had it a little while. Then you called Tesoro and they told you that they don't care how much of an inconvenience it is to you and they could care less about you having over $500.00 in it. And if you do send it to them they would take forever and a day to repair it,, and when we get it back it won't work the way it should. Now after all these years I see how they operate, man did they have me buffaloed, sorry for thinking that they are a caring company, sorry for thinking that their detectors work so well, and sorry that I believed all the things that Rusty had told me over the years, I mean what does he know he's only been all over the world detecting and has done it longer than aot of us has been alive.

 

[plidn1]

So let me see if I have it right now.... you bought a new to you 2 month old Vaquero that either didn't work out of the box or quite working after you had it a little while. Then you called Tesoro and they told you that they don't care how much of an inconvenience it is to you and they could care less about you having over $500.00 in it. And if you do send it to them they would take forever and a day to repair it,, and when we get it back it won't work the way it should. Now after all these years I see how they operate, man did they have me buffaloed, sorry for thinking that they are a caring company, sorry for thinking that their detectors work so well, and sorry that I believed all the things that Rusty had told me over the years, I mean what does he know he's only been all over the world detecting and has done it longer than aot of us has been alive.

YOU GOT IT.
WHY COULDN'T I SEE IT.

 

[SkiWhiz]

So let me see if I have it right now.... you bought a new to you 2 month old Vaquero that either didn't work out of the box or quite working after you had it a little while. Then you called Tesoro and they told you that they don't care how much of an inconvenience it is to you and they could care less about you having over $500.00 in it. And if you do send it to them they would take forever and a day to repair it,, and when we get it back it won't work the way it should. Now after all these years I see how they operate, man did they have me buffaloed, sorry for thinking that they are a caring company, sorry for thinking that their detectors work so well, and sorry that I believed all the things that Rusty had told me over the years, I mean what does he know he's only been all over the world detecting and has done it longer than aot of us has been alive.

YOU GOT IT.
WHY COULDN'T I SEE IT.

You think that you didn't see it, I have been swinging Tesoro detectors for about 30 years and would of never realized how bad they are if it wasn't for you ponting it out to me tonight

 

[Twinkies]

Sorry but I dont care what people believe or not about Rusty. He is a great guy and when he thought it was fixed the first time we actually spoke on the phone for a good hour about hunting, after him telling me what he did to it.

But the very first time I fired it up the constant chattering was horrible, how it got out the door like that is beyond me. Even once it arrived back to Tesoro (I cant remember the guys names who called) was shocked how it was acting and apologized repeatedly to me.

And yeah, it is great that Tesoro has a lifetime warranty but to me what happened this summer still really bugged me. They litterally had this machine for 3 months between the two visits and not a single time was I updated on its progress though I did call them about every two weeks.

The machine finally arrived today and it seems to be working perfectly which I am happy about.

I dont believe I ever really said anything horrible about Tesoro or anyone working there, I was just stating the facts that has happened to me, more just blowing off steam.

 

[plidn1]

So let me see if I have it right now.... you bought a new to you 2 month old Vaquero that either didn't work out of the box or quite working after you had it a little while. Then you called Tesoro and they told you that they don't care how much of an inconvenience it is to you and they could care less about you having over $500.00 in it. And if you do send it to them they would take forever and a day to repair it,, and when we get it back it won't work the way it should. Now after all these years I see how they operate, man did they have me buffaloed, sorry for thinking that they are a caring company, sorry for thinking that their detectors work so well, and sorry that I believed all the things that Rusty had told me over the years, I mean what does he know he's only been all over the world detecting and has done it longer than aot of us has been alive.

YOU GOT IT.
WHY COULDN'T I SEE IT.

You think that you didn't see it, I have been swinging Tesoro detectors for about 30 years and would of never realized how bad they are if it wasn't for you ponting it out to me tonight

I bought my first New Garrett in 1978. I too have been all over the world with a detector.

WE are not talking about that. I responded to a post that was complaining about service and turn around time.
It was something I was very interested in. If the service for other people posting on this forum is substandard, Then I sure don't want to send my detector 1200 miles away and not know when I will get it back and in what condition.
This guy is having problems with the service department now, today, not 30 years ago. There is nothing guaranteeing me any different treatment.
This isn't my first rodeo. These MFG's are all the same. They promise the world and you get nothing.