FAQ – Frequently asked questions
Here you will find the answers
1. Service
-
Where can I find an up-to-date user manual for my product?
For the latest user manuals, please use the corresponding form on our website:
Detectors > Services > Customer Service
For older products, please additionally specify the serial number in the field [Your message]. -
Will my product still be repaired?
We will be happy to provide you with repair information by e-mail or telephone.
For this purpose, we require all product-relevant information from you. -
How do I report a service issue?
Please use the “repair request“ form on our website:
Detectors > Services > Customer ServiceWe can also answer urgent questions by phone during our business hours.
-
How long does a technical inspection take?
We usually inspect your product within 2 to 4 working days after receipt. In addition, we will contact you by phone for exact clarification.
-
How long will I receive technical product support for a VALLON detector?
The guaranteed technical product support covers a period of 10 years.
-
How long can I have old detectors repaired?
All VALLON products are characterized by highest technical standards and durability. In many cases, a repair is possible even after the regular technical support period of 10 years. For a specific clarification, please contact us by phone.
-
Where can I find technical data on the various products?
You will find all relevant technical data on our website in the “Products“ section:
Detectors > Metal Detectors
Detectors > Dual-Sensor Detectors and GPR
Detectors > Magnetometer
Detectors > Multi-Channel Systems
Detectors > Data Acquisition and EvaluationIf required, we will be happy to send you further technical information. Please contact us by e-mail: service@vallon.de
-
Who can I contact with technical questions or problems?
For answers to technical questions or problems, use the "Do you have a Question or Problem?" form:
Detectors > Services > Customer Serviceor send an e-mail to service@vallon.de
-
Do I need a RMA (Return Merchandise Authorization) number to send my product in for repair?
To assign your repair order and the corresponding shipment, please fill out the relevant form on our website:
Detectors > Services > Customer ServiceAfter sending, you will automatically receive a confirmation e-mail, which you simply add to your shipment.
The shipping address is: Vallon GmbH, Arbachtalstr. 10, 72800 Eningen, Germany.
-
Where can I find the serial number on my product?
The serial number is located on the type label. For the fourth generation metal detectors, you can also find the serial number in the integrated web server under Detector > System Information.
-
How do I get the contact information for my regional contact?
Please contact us in order to establish a contact with the person responsible for your region.
-
What happens if I want to reject a cost estimate for a repair?
Should you not agree with the cost estimate we provide, we will only charge you for the inspection fee. We can then dispose of the device for you. Alternatively, we will send the unrepaired device back to you. We ask for your understanding that we have to charge you for the shipping costs incurred for this.
-
What warranty do you provide for your equipment?
VALLON detectors are guaranteed for 24 months. On all other parts we grant a warranty of 12 months. Please note that batteries and rechargeable batteries are generally excluded from this warranty.
-
Where can I get parts and accessories?
Information about parts and accessories is available directly on our website at the corresponding product:
Detectors > Metal Detectors
Detectors > Dual-Sensor Detectors and GPR
Detectors > Magnetometer -
To which address can I send my device for repair?
The address is: Vallon GmbH, Arbachtalstr 10, 72800 Eningen, Germany.
To be able to assign your repair order and the corresponding shipment, fill out the corresponding form on our website and attach the e-mail confirmation to your shipment:
Detectors > Services > Customer Service -
What documents do I need to include with the device when I send it for repair?
To be able to assign your repair order and the corresponding shipment, fill out the relevant form on our website and attach the e-mail confirmation to your shipment:
Detectors > Services > Customer Service -
Where can I have my disused VALLON product disposed of?
In principle, VALLON products must be disposed of properly in accordance with the user manual. Please contact us so that we can support you accordingly.
-
Where can I get the latest firmware for my VALLON product?
We are currently working on a firmware download area on our website.
In the meantime, if you have any questions about the firmware, use the "Do you have a Question or Problem?" form:Detectors > Services > Customer Service
Or send an e-mail to service@vallon.de
-
Is it possible to rent VALLON detectors or VALLON detection systems?
Of course, you can also rent our detectors. For more information, please contact us directly.
-
Can VALLON products also be repaired on site?
You can carry out numerous repairs yourself or have them carried out by local service partners after consulting our service team. Please contact us for further details.
2. Quotation
-
What costs should I expect when renting VALLON detectors or VALLON detection systems?
Our team will be happy to provide you with an individual offer and inform you about the various options.
-
If I have chosen a VALLON detector, will I receive training at my own premises or on site at your premises?
If you do not have any experience in using our detectors, we recommend that you attend a user training course. This can take place at our test site or, alternatively and depending on the general conditions, at your premises.
For more information, please visit our website:
Detectors > Services > Training and Workshops -
According to which standard is your company certified?
Our quality management system is certified according to ISO 9001:2015.
For more information, please visit our website:
Company > Quality Management -
Can the products be tested for the respective application before purchase?
We always recommend our customers to test a detector for the respective application before purchasing it. We will be happy to arrange an appointment for this with you at our premises or, if possible, at your site.
-
Do you also offer personal product demonstrations?
For a personal product demonstration and to discuss further details, please contact us.
-
Where can I find a current price list?
VALLON products offer a wide range of individual configuration options. The prices depend on the configuration and the scope of delivery. We will be happy to provide you with detailed pricing information during a personal consultation.
-
Can I ask for prices on the phone?
Due to the large number of our products and accessories, we will be happy to inform you about the prices during a personal meeting. Afterwards you will receive a written offer.
-
Why do you need my (company) name and full contact details to send me a price or quotation?
As a German company, we are subject to the legal obligation to inform ourselves about the end-use and end-user. Therefore, we have to ask you for this information already in the first step.
-
What types of training do you offer?
For more information on our training offers, please visit our website:
Detectors > Services > Training and Workshops -
For what reason do you need an End-Use Certificate?
As a German company, we are obliged by legislation through the Foreign Trade and Payments Ordinance to obtain information on the end-use and the end-user.
3. Payment
-
Do I receive financing offers for the purchase of equipment at VALLON?
VALLON does not provide own financing offers. Upon request, we will be happy to coordinate with a financial service provider of your choice.
-
Can I pay by credit card?
We ask for your understanding that we do not accept payment by credit cards.
4. Delivery
-
Does VALLON deliver from stock?
In principle, VALLON detectors are manufactured to order. In some cases, devices are also available directly from stock. Of course, we are at your disposal for clarification of short-term delivery times.
-
What are the opening hours of your incoming and outgoing goods department?
As a rule, our incoming and outgoing goods department is staffed from Monday to Thursday between 7 a.m. and 3 p.m. and on Friday mornings from 7 a.m. to noon.
-
Can I pick up or deliver my equipment myself?
If you notify us 48 hours in advance, you are also welcome to pick up or deliver your equipment in person.
-
Can I order VALLON detectors online?
In the section Detectors > Products, we provide you with a product and parts inquiry on the product detail page. You can use this function to send us your inquiry. Since VALLON products offer a very high degree of customization, an internal review of your request is always necessary. Your personal customer advisor will contact you if there are any questions or will send you an appropriate offer.
5. Product features
-
Where are VALLON products manufactured?
VALLON detectors are exclusively manufactured in Germany. We are happy to offer interested parties and customers an insight into our consistent quality management at our development and production site in Eningen.
-
Why does VALLON not publish data on the detection sensitivity of detectors?
The detection properties depend not only on the performance of the detector itself, but also strongly on the general conditions of the respective application. Therefore, detailed tests should always be carried out on site.
-
Can I operate a VALLON detector without training?
In the development and manufacture of VALLON detectors, we pursue the goal that our products can be used with as little training as possible. However, for maximum product benefit, we recommend to participate in a user training.
For more information, please visit our website:
Detectors > Services > Training and Workshops -
Are VALLON detectors suitable for treasure hunting?
In principle, VALLON detectors are also suitable for treasure hunting. However, we draw your attention to the fact that our detectors have been optimized for other applications with regard to coil characteristics and firmware.
-
I was offered a decommissioned VALLON detector from former military stocks. Do you advise me to buy it?
Please note that these decommissioned devices may need to be technically checked. If you need spare parts for this purpose, please feel free to contact us and we will provide you with an appropriate offer.
-
Can I borrow a detector to test before I decide to buy it?
Detection properties depend not only on the performance of the detector itself, but also on the general conditions of the application area. Therefore, detailed tests should always be carried out on site. If you are interested in borrowing a detector for testing purposes, please contact us.
-
Do your products also meet specific standards?
We have essential properties of our detectors tested by independent testing laboratories. This concerns, among others, the military standard MIL-STD-810, which is recognized in the market. If you need further information on a specific product, we will be happy to help you.
No answer to your question?
FAQ sites are helpful, sometimes however a direct contact is the easier solution. Our support team is looking forward to helping you.
Hotline: +49 7121 9855-0
E-mail: service@vallon.de