Great customer service

[charliex]

This morning Monday, Dec 14, 2009 at 9:30 AM, I e-mailed this to Wizard Industries:

Hello:

This last Saturday 12/12/2009, I purchased a Little Wizard scanner from the Maplewood, MN Rockler store. After installing a battery I was unable to adjust it to silence mode. I checked your web site and found the instructions for calibration. Upon opening the unit I found the glue that holds the ferrite core loose from the case and some of the copper winding slid off the right end and folded over. There was no physical damage to the blister pack so it wasn't readily apparent that the unit was damaged.

I can adjust it so it seems to work, but it is still damaged.

What am I to do? Thank you in advance for your answer.

Charles Exner

This is the reply I received at 11:39 AM

Hi Charles,

I'm very sorry about that. Please send us your address and we'll send a replacement right away.

Thank you,

I forwarded my address and at 2:02 PM I received conformation that the replacement had shipped.

I have no doubt that if in the future I ever need one of their products I will not hesitate to buy.
Chas

[LCHIEN]

what is the e-mail address you used?

I tried to get service on my scanner last year and never got satisfaction.

[phi1l]

Personally, I would prefer not to know if customer service is good or bad.

[LCHIEN]

So I tried again:

Me: Dear sirs: I have a Wizard 26140 mail/package scanner that not working right, I've had it several years so I doubt its in warranty. the red light flashes as its supposed to but the tone sounds continuously even though I've adjusted both the fine and coarse controls fully in all directions, it won't go off.

Can i get this serviced and how much will it be?

Billy @ Wizard CS: Thank you. We stopped making that detector a few years ago but have a new detector that has several new advancements. It will be available in a couple of months.
See www.wizind.com for more information.

Me: Does that mean its not repairable?
Its still on your website..

... no response in 5 days...

I'm still very unimpressed. I hope your's doesn't need service. I have a useless $100 Wizard scanner.
P.S. their website does not show a new model, it still shows my model as current.