Terrible Warranty Service

[ollievon]

Hey all, just putting this out there about poor customer service with Detector Electronics Corp (Southborough MA). Have an XP Deus 1 I bought from Big Boys (no problem with them at all) back in September 2021; sadly in September 2022 my WS4 headphones stopped taking a charge for no reason. There is a 2-year warranty with Deus whic is great, and they directed me to Detector Electronics Corp. for the fix - I paid $16 for pre-paid shipping costs and received a work order number.
That was back in September and I did not make the time to send the item to them as of yet (January), I called to confirm some information with Detector Electronics Corp. this morning and they informed me that my warranty order had expired since I had not sent it in yet...huh???

I asked "so....I'm out the $$ I pre-paid?" "uh, yeah...you took too long" was the answer I got. I pointed out that no where on the confirmation page does it indicate a number of days to act...they dismissed my concerns and hung up. I will NEVER do business with this company, nor should you.

I was then given an alternate number for another warranty service who's number just rings and then goes to VM...so I guess I'm stuck with headphones that do not work, great.

Just an FYI if you are directed to them for warranty service...you have a limited time to act...on your limited warranty...to be warrantied, hilarious.

 

[oldkoot]

Hey all, just putting this out there about poor customer service with Detector Electronics Corp (Southborough MA). Have an XP Deus 1 I bought from Big Boys (no problem with them at all) back in September 2021; sadly in September 2022 my WS4 headphones stopped taking a charge for no reason. There is a 2-year warranty with Deus whic is great, and they directed me to Detector Electronics Corp. for the fix - I paid $16 for pre-paid shipping costs and received a work order number.
That was back in September and I did not make the time to send the item to them as of yet (January), I called to confirm some information with Detector Electronics Corp. this morning and they informed me that my warranty order had expired since I had not sent it in yet...huh???

I asked "so....I'm out the $$ I pre-paid?" "uh, yeah...you took too long" was the answer I got. I pointed out that no where on the confirmation page does it indicate a number of days to act...they dismissed my concerns and hung up. I will NEVER do business with this company, nor should you.

I was then given an alternate number for another warranty service who's number just rings and then goes to VM...so I guess I'm stuck with headphones that do not work, great.

Just an FYI if you are directed to them for warranty service...you have a limited time to act...on your limited warranty...to be warrantied, hilarious.

Thanks for the heads up on that company seems that's the norm anymore

 

[Saker]

If they are still under warranty you should still be able to get them fixed or replaced. No reason to be stuck with broken headphone if under warranty. When the remote on my D1 needed fixed under warranty, they had it back to me in one week. Sorry to hear you had a bad experience with them. Seemed like easy folks to deal with when I had a warranty claim.

 

[hikerdude]

If I had taken that long to send my headphones in, I might expect something out of the ordinary to happen? I know it's the principle, you paid once and don't think you should pay again. Get a new work order number and pay the $16.00 again and you have a 50/50 chance of getting a new headphone. Sometimes we just have to bite the bullet.
HH everyone

 

[KOB]

You paid the $16 shipping , got a work order # , and 5 months later you still haven't sent them in ? What do you expect ? If this is still under warranty , you should be good. Otherwise , this falls squarely on you ! A lesson learned. Just own it.

 

[AirmetTango]

I’ll confess to maybe not understanding how the work order # and pre-paid shipping are tied in with each other. Seems like they could just reissue a new work order, and you could send the headphones to them (in a timely manner this time), since you’ve already paid them for shipping. Postage stamps never expire…do shipping labels expire?? Five months is a long time, so I understand the work order expiring, but I think they should honor the postage paid, unless I’m missing something

 

[Wolf-Dog]

I’ll confess to maybe not understanding how the work order # and pre-paid shipping are tied in with each other. Seems like they could just reissue a new work order, and you could send the headphones to them (in a timely manner this time), since you’ve already paid them for shipping. Postage stamps never expire…do shipping labels expire?? Five months is a long time, so I understand the work order expiring, but I think they should honor the postage paid, unless I’m missing something

I agree with you. With the shipping already paid for, they should just issue a new work order. I'm actually going through a similar process of sending in a rifle scope for warranty repair. I called about it back in Nov (right before deer hunting season started here). Since they couldn't repair it before the time I would need to use it, the gentleman I spoke to said he'd just send me the shipping label then (at the beginning of Nov) and told me it'd be fine for me to send it in for repairing a few months later after I used it for what I needed (issue is minimal and doesn't affect its accuracy).

 

[ollievon]

You paid the $16 shipping , got a work order # , and 5 months later you still haven't sent them in ? What do you expect ? If this is still under warranty , you should be good. Otherwise , this falls squarely on you ! A lesson learned. Just own it.

I will "own" that I did not hustle to get it to them, yet just know that there was no specific time limit reflected on the instructions to send it back. And hey, if they offered me another RMA I would have totally been appreciative, but none was offered.

It was later discovered that they either lost their ability, or ended their relationship (somewhere between September and January) to warranty XP products, so now I get why no RMA was offered. To their credit they gave me a phone number to pursue the warranty...but failed to explain why. I was more the lack of explanation and the attitude of "too bad, sorry" that got me frustrated.

 

[too_pointer]

This is good info you are all talking about. I wish I knew how it ended up ?
too_

 

[KOB]

I will "own" that I did not hustle to get it to them, yet just know that there was no specific time limit reflected on the instructions to send it back. And hey, if they offered me another RMA I would have totally been appreciative, but none was offered.

It was later discovered that they either lost their ability, or ended their relationship (somewhere between September and January) to warranty XP products, so now I get why no RMA was offered. To their credit they gave me a phone number to pursue the warranty...but failed to explain why. I was more the lack of explanation and the attitude of "too bad, sorry" that got me frustrated.

Well now that you've added some more details , I can understand why you're all fired up. Especially since that company doesn't do warranty for XP anymore. And their attitude is something I'm familiar with. Just sucks all the way around. I've only had 1 XP product , their pinpointer , which I won in a drawing and gave away. And after reading your threads , I can't see myself ever buying 1 of their detectors.

 

[GeoW]

Know who and what you are dealing with. Think New York Camera Company and you will be very close. I had issues with them as well from ridiculous shipping rates to bait and switch tactics, etc.
Never again.

g

 

[strick]

You can buy new battery off e bay and replace it yourself..thats what I did.

strick