XP Deus US Warranty

[OutdoorAdv]

Has anyone ever had an issue getting a hold of someone at Detector Electronics Corp for a Deus warranty at 508-460-6244? Before I knew to ask for Moe, I called last fall about a coil cover issue I was having. There wasnt anything on their automated system that said "For XP Deus Warranty press #...", and after listening to all the choices, I picked the "Product specialist" option and asked the guy who answered if I could speak to someone about an XP Deus Warranty. He said he didn't know who could handle an XP Deus warranty question and maybe I should try to call back later and speak with someone else! What!

So now I have two things wrong with my Deus, so I finally decided to call again. Still nothing to do with Deus Warranty on the automated answering system, so I got a product specialist again... asked to speak to Moe and they said he was on the phone. So I asked for his voicemail and they said they don't have a voicemail system there!! He told me to call back later, and said in 10 minutes he should be off the phone. So I waited 11 minutes and called back and got a different guy who told me that Moe just stepped out and to try back in 30 minutes and hopefully he'd be back.

I hear Moe is awesome, I just cant get a hold of him. This XP Deus Americas warranty center has already left a bad taste in my mouth about getting Deus support. I've called 3 times now between last fall and today and I cant even get someone on the phone who can talk to me about a warranty. They should at least have a dedicated voice mail for XP Deus Warranty on their phone system, or a XP Deus email address for US Warranty issues. I've never heard of an automated phone system in 2017 that doesn't have voicemail! Or they should have their "Product Specialists" know that they handle Deus Warranties at their company and offer to take a message and give it to Moe. Telling someone to just try and call back later and hopefully someone else can help them is horrible customer service.

So have you guys had a hard time getting a hold of US XP Deus support before?

 

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[Carolina Tom]

I had a small issue a couple of year ago, and Moe hooked me up. I know of a "problem customer" that has dealt with him successfully several times.

Sorry to hear about this sir. Hopefully resolution will be forthcoming post haste.

 

[OutdoorAdv]

I had a small issue a couple of year ago, and Moe hooked me up. I know of a "problem customer" that has dealt with him successfully several times.

Sorry to hear about this sir. Hopefully resolution will be forthcoming post haste.

Thanks man. I should clarify... this has NOTHING to do with Moe. I hear hes awesome. I just cant get a hold of him. Not his fault one bit. But so far the customer service I've gotten at Detector Electronics Corp is bad... nothing to do with Moe at all though. I'm sure if I can get through to him I will be completely happy. I was just wondering if others have had a problem getting through to him. I would have thought that XP Deus would have picked a company in the US for their support that 1) had support voicemail, 2) had support email and 3) had good customer service.

 

[OutdoorAdv]

You guys were right! He is awesome. Everything is resolved... if you can get through to him, its A+ customer service. He said hes been absolutely slammed with questions and calls for the Deus lately and that's why its though to get through to him. XP Should really buy them a proper phone system with voicemail or something. Then it wouldn't take 4 calls to get through and you could just leave a voicemail and get a call back later.

 

[RustyGold]

Awesome you got in touch with Moe and that he could help.

 

[OutdoorAdv]

Awesome you got in touch with Moe and that he could help.

Thanks RustyGold! Based on what I'd heard, I knew once I could get through I would be more than happy. None of my friends who have Deus's have had to call for a warranty issue that I know of, so I was wondering if anyone else had trouble getting through.

If anyone's interested, my two issues were 1) my 9" coil cover has slowly deformed over the last year and I have to tape it on or it will fall off. Its flared out making it very hard to put the charging clip on and 2) the stem remote clip broke. Last fall when I called, I just needed to ask if the coil cover was covered under warranty. Since it was more of a nuisance issue and wasnt affecting me from detecting, when I called and was told they didn't know who handled XP support and to call back and talk to someone else later... well, I just never bothered to keep calling. But yesterday, when my stem remote clip broke, I decided I had to get through. It took 3 calls yesterday and I finally got Moe on the phone. Once I had him on the phone it was fantastic support and I couldn't be happier. The coil cover was not covered under warranty, but the stem clip was. Excellent support from Moe I knew he would be a great guy to work with from what everyone has said on here, but I was very surprised at how ill equipped Detector Electronics Corp was at managing XP support calls. This might have been fine 4 years ago when only a few people were buying XP Deus's in the States, but people are buying these machines left and right here now. They have one incredible guy (Moe) at a contracted company (Detector Electronics Corp) in the States, to manage support, and the company doesn't have a dedicated XP support phone line, no voice mail and no email!!! That's a start-up company mentality and XP's outgrown that. I certainly hope they get a better infrastructure to handle this here in the States, or in a couple years when there's 1,000's more Deus's out there, it will be next to impossible to get them on the phone.

I've worked technical support before and I've always worked at a company that has support departments (software). I can say that the harder you make it to get through to a support dept, the more likely you'll have customers just "deal" with their issues, rather than get them resolved. This is what happened to me last fall when I called about the coil cover and was told they didn't know who could help me. So when you don't have a voicemail system, no email address (posted at least), and employees who are not willing to take a message to give to the person who can help you, then I think there will be a lot of people who just "give up" on trying to get through for warranty support. Shoot... when you call the support number on Home Page | XP Metal Detectors Americas, the automated phone options say nothing about XP Support... I was wondering if I even called the right company! None of this would deter me from buying a Deus because its an incredible machine, but it will probably frustrate people down the road.

 

[Iron Buzz]

I wish that I had known about Moe. I just got off the phone minutes ago. I don't know who I spoke with, but I wasn't happy. My headphones (WS5) are only about a year old, and the battery is lasting 4-5 hours after an all night charge. Apparently the only option is to send them in and live without them until they repair or replace them and I get them back. I have NO idea how long that might take. Perhaps I expect too much, but I expected a replacement set to be sent to me, along with a box to return my old set in. Their attitude was "Those are a $500 set of headphones." My response to that is, "Yes, and I paid $500 for them!"

 

[vferrari]

My understanding is that they have a pretty quick turnaround, on coil battery replacements anyways. Hopefully the same for control modules, WS5's and WS4's. They are going to be starting to give up the ghost now with the Deus having been out there 5 to 6 years now.

 

[Iron Buzz]

My understanding is that they have a pretty quick turnaround, on coil battery replacements anyways. Hopefully the same for control modules, WS5's and WS4's. They are going to be starting to give up the ghost now with the Deus having been out there 5 to 6 years now.

Define "quick". I'd guess a couple of weeks, anyway. I'm out almost every day. 12-14 trips metal detecting without the convenience that I paid $500 for. And I didn't even get an "We're sorry you're having problems" from the guy. Left me kind of speechless, to be honest.

The only decent headphones I've got is a pair of Gray Ghosts with a 1/4" jack, which means that I'd have to have an adapter plugged in to the control unit along with the 1/4" jack, right next to the hand grip. I don't see that working. I'd also be afraid of damaging the remote's headphone jack by doing that.

Trying to use the Deus without headphones is just about impossible. The speaker simply isn't loud enough for that.

 

[vferrari]

No, not weeks, a couple of days.

I have two of everything except the control module . I originally bought a light setup (no control box) with the 9" coil, then bought a full setup with the 11" coil. That gives me two WS4's and two coils in case something goes wrong. Otherwise I use it as a second detector (just the wireless phones and coil/stem) for a buddy or for the kids to come along with me to detect. Not an inexpensive proposition, but I know it would suck to be without a critical Deus part (coil/headphones) for an extended period. I know it is not an affordable option for most folks but just putting it out there for consideration.

As a somewhat cheaper (but still not inexpensive) alternative, you might want to check to see if you can get your hands on a used set of WS4's standalone as a backup. You have probably seen my posts as to why I prefer the WS4's to the WS5's so I won't go in to all that, but at least it gives you a backup wireless headphone option. New they retail for a little over $300. Used, who knows what you might find.

Finally, a suggestion for your immediate situation that involves minimal investment but improves on living with just the remote and wired phones. Just take the remote off the stem and clip it to your belt or put it in a vest or shirt pocket or into a stretchy cell phone holder on your bicep or forearm or get a lanyard to secure it and hang it around your neck. That way the remote is close by so you don't have the headphone cord dangling all the way to the stem and if you need to actually read the display you can just pull the remote out of your pocket, tilt your arm, lift it up from the lanyard or whatever and read it. Ear buds as suggested elsewhere or any phone/mp3 player type headset with a 1/8" plug are also a great minimalist option vs. using traditional detector headsets with 1/4" plugs to avoid the adapter. You should be able to pick up a serviceable pair for about the same cost as the plug adapter. The Deteknix over the ear headset upon which you can mount the WS4 puck has a wired connector you can use if the WS4 battery dies so you can use the phones standalone plugged into the remote as a backup plan should you ever decide to invest in the WS4's and want the WS5 over the ear experience but with extra functionality as described.

Regardless, with little to no expense, you should be able to take advantage of the flexibility of the Deus hardware and get inventive so it can work for you in the meantime.

Hope the WS5's get fixed quickly.

 

[Metal Detecting Stuff]

Sorry to hear you are having a problem. I suspect they will send you a replacement set as soon as they receive yours. My customers have always had great turnaround time in the US on XP warranty work. You can use a set of ear buds or any type of 1/8" headphones until the return reaches you.

Wayne

www.metaldetectingstuff.com

 

[OutdoorAdv]

I wish that I had known about Moe. I just got off the phone minutes ago. I don't know who I spoke with, but I wasn't happy. My headphones (WS5) are only about a year old, and the battery is lasting 4-5 hours after an all night charge. Apparently the only option is to send them in and live without them until they repair or replace them and I get them back. I have NO idea how long that might take. Perhaps I expect too much, but I expected a replacement set to be sent to me, along with a box to return my old set in. Their attitude was "Those are a $500 set of headphones." My response to that is, "Yes, and I paid $500 for them!"

Sounds about right! If you can get Moe on the phone, that's your best bet. When something is repaired under warranty, it has failed prematurely than what it was designed for. Not the customers fault and I don't think it's too much to ask for a prepaid return label if the company wants the broken parts back. I can say if I had my machine for a few weeks and had to send something in, I'd be very pissed about paying shipping. I've had mine a year and a half, so I feel like I got good use out of that remote clip and I paid the $4 today to put it in an envelope and send it back to MA. I was actually surprised they wanted the broken clip back! XP knows its a weak link, they know how and where they break... so it was a bit of a pain to have to mail a $20 part back that is prone to breaking.

I have a feeling as more and more Deus's are sold in the US they're going to realize they have a support bottleneck here. Moe is fantastic and seems to be the only competent one when it comes to Deus related warranty issues (at least between the people I spoke to). As I understand it, that company has been around as a vendor for selling machines for a long time and they are contracted by XP to handle the US support issues.

I used Whites machines for about 7 years before having Teknetics, XP and Minelab machines. I had a v3i for about 2 years before I ponied up and added the $300 v3i SpectraSound headphones. Well, they wouldn't pair with my v3i. I called whites and they sent me a SECOND set of $300 headphones that arrived in 2 days to "try" and see if that was the issue. It wasnt! My v3i was a couple months out of warranty, but I had just added a feature (wireless headphones) that was supposed to work, but wasnt. So whites had me send both sets of headphones (ones I bought and ones they sent me to try) as well as my machine out to Oregon. Turns out there was a bad board in my v3i and had I bought the headphones when I got the machine it would have been realized then. Anyway, they fixed everything for free, even though my warranty had just expired, and had it back to me in a week or two. That was a great warranty service!

 

[Iron Buzz]

Thanks to all of you for responding helpfully and politely to my somewhat "rant-ish" post.

I recently had issues with a $100 sous vide circulator (if you don't know what that is... nevermind... just a piece of kitchenware). I notified the company via email, promptly received a reply, and a few days later, a brand new replacement arrived, with a prepaid shipping label for me to return the bad unit in. That is the sort of service I expected with a $1500 metal detector. Guess I was wrong. The "customer service" guy even had the nerve to tell me that I was the "only" one that ever had a problem with their return policy.

Another way they could have handled it, to prevent possible fraud, would be to tell me to return it to my reseller, and let the reseller give me a replacement. Of course, that would be a burden on the resellers unless XP worked something out with them ahead of time.

Anyway... thanks again. I'll work something out.

 

[vferrari]

I second OA's advice to try to get Moe on the horn so you can get it worked out promptly. Good luck.

 

[USERNAME IS VALID]

The first time I called and asked for Moe, they said he was busy, I left my number and he called me back after a few minutes, the second time I called he answered the phone, months later I called and he answered the phone.

 

[OutdoorAdv]

The first time I called and asked for Moe, they said he was busy, I left my number and he called me back after a few minutes, the second time I called he answered the phone, months later I called and he answered the phone.

That's great to know and thanks a ton for the feedback. Perhaps I was just unlucky with who I got when I called.

 

[Iron Buzz]

I hope it wasn't Moe that I spoke with! Haha! Somehow, I highly doubt it.