.

[GibH]

Re: Minelab Customer Service

never had aproblem with minelab at all now that there bigger and making more machines smarter than the other ones things do go wrong give theme a break there just moving its not easy i dont work for them but u cant buy a better machine and u no it and the NEW MACHINE WILL BE UNLIKE ANYTHING ON THE MARKET TODAY

Nobody is questioning their performance. Move or no move, 4 weeks just to get acknowledged is unacceptable. We live in an age of instant communication. Sounds to me like they just don't give a *@%#.

 

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[crazyman]

Re: Minelab Customer Service

What new machine? Have you guys been keeping secrets? Customer service issues aside and I've had mine as well would never keep me from using the deepest most stable detectors ever to hit my nasty ground.

 

[halfstep]

Re: Minelab Customer Service

I quess I am different. I buy the detector that best suits my needs. I don't really worry about all the what ifs. If it breaks, I'll send it in. When they fix it, they will send it back and I'll go use it. If it takes longer to get it fixed, I'll chance that if it is a good detector. In the mean time, I use my other detector.
Just think how much faster they could get things fixed if people wasn't calling them everyday. They have other detectors to work on and other things to do.
If customer service is the most important thing you want in a detector, then don't buy a minelab. That will fix that problem. If you buy a minelab, expect it to take a little longer then you won't be disapointed. That will fix that problem.
That's the way I feel about it.

 

[Keppy]

Re: Minelab Customer Service

never had aproblem with minelab at all now that there bigger and making more machines smarter than the other ones things do go wrong give theme a break there just moving its not easy i dont work for them but u cant buy a better machine and u no it and the NEW MACHINE WILL BE UNLIKE ANYTHING ON THE MARKET TODAY

Don't get me wrong but i like and use Minelab detectors since 1992... But the Sovereign and Excalibur are the about the same now as back then................. And from the first explorer to all the others explorers that came after and the E-Trac in reality are all the same detector...................... As are the Safari and Quattro are the same detectors ........................They are all the same different name different logo different color. ...................So i would say the new detector will be like one of the old detectors............... But i don't care they are good i use them.............. And don't forget Minelab is not like our Goverment ... If it works good lets fix it and make it worse................. Minelab says if it ain't broke don't fix it...... If it works good lets not change it........

 

[1oldsourdoh]

Re: Minelab Customer Service

Customer service is the lifeblood of any and all companies who desire to stay in business! "word of mouth" is the best advertising a company could hope for. a company could put out the greatest product known to man but if it doesn't have the customer service to back it up, then the "word of mouth" advertising is going to get around (like it is here) and the general public will feel it is not worth their time and money buying that product! and where does that leave the company with the greatest product? eventually, out of business! because if i'm not happy with someone's "customer service", i'm not recommending that company! are you? would you?

 

[1oldsourdoh]

Re: Minelab Customer Service

in case you missed this post by treasure_hunter....

I received the following reply from Minelab after I e-mailed a senior Minelab officer about what is happening with Minelab customer service, both with the customer service move and with customer service in general.... I was asked to not post any names and will respect their request.

Minelab USA’s statement follows below......

" While we have been working diligently to provide the service levels we demand of ourselves and our Customers deserve, we have had to work through a few growing pains over the last few months that may have resulted in some lower than expected service levels. Minelab repair services continue to be run through Las Vegas at the present time. We have seen encouraging improvement over the last few weeks in regard to response times and equipment repair quality. We will continue to improve in these areas moving forward.

Over the past few months, Minelab USA has been investing in our current Customer Service process based in Las Vegas as well as our new Customer Service Center to be located in the Chicago area. This investment requires us to work through the transition of our service center from Las Vegas to Chicago – which is nearly complete. As well, this transition requires an investment in new personnel & systems. To achieve the highest level of service into the future we have hired two additional repair technicians and a new Customer Service Manager. These individuals are already working at improving our response processes & time lines, our technical expertise, a new service automation system & the opening of our new Customer Service center in Chicago. Our Customer Service & Repair center will be completely transitioned to Chicago from Las Vegas by early July. As we continue to work through the transition – and in fact, as an ongoing mission – we will continue to improve on our processes & Customer Service expertise. We hold the highest levels of Customer Service as a core value at Minelab. You have my assurance that we never will lose focus on the pursuit this core value. Thank you for your business and loyalty through some of these transitions. We do appreciate your business! "

whilst i appreciate the foregoing comments from "management" and i have no doubt as to their intentions, this type of announcement should not have been only for their dealers! every time someone contacted Minelab, the first thing the person answering the phone should have said is that the company is in the process of moving their facilities to Chicago and that there is a backlog on repairs, and that it will be a while for repairs to be completed. and would it have hurt their reputation any if they simply told us to wait until the middle of July to send our machines to Chicago instead of Vegas? personally i would prefer to have my machine here with me to use with the malfunction than to have nothing to use at all! (i'm not rich enough to afford 2 or 3 machines!)

 

[1oldsourdoh]

Re: Minelab Customer Service

maybe the log jam is starting to break? maybe the communication will start up again?

I too got a response from Trina! She said my machine is on it's way home!
Woo hoo!

can't wait to get back at it! there's coins out there calling my name and i gots to answer them!

 

[Silver Surfer]

Re: Minelab Customer Service

I was told I would get a call when they received my Excal... Tracking says it was signed for on the 23rd... No call...
I think my worst fear of not getting the machine back until the end of "Gold Season", or our move back north, is going to happen...
I would think that if they are repairing that many machines, they would hire a slew of techs rather than "a couple more" as I was told...
Do they realize that for many, this is a lot more than just a casual hobby? I guess not....

 

[ringfinder]

Re: Minelab Customer Service

I just got a call from Minelab in Las Vegas and my X-terra 70 is repaired at the small cost of $91. They replaced the battery compartment, Touch pad and face. The lady said I should have it by Saturday if we have UPS delivery on Saturday's. I'll probably get it on Tuesday as Monday is a holiday.

Keep your fingers crossed. Heck it's only been 33 days since they recived my detector. I guess that ain't bad, except for the last time I sent it in, I had it back in two weeks. Boy how times have changed.

HH, Ringfinder

 

[ringfinder]

Re: Minelab Customer Service

OK, I got my Minelab X-terra 70 back today!!! YaHOOOOOOOOOOOOOOO!!! They changed the Battery compartment, springs were bad, infact one shorted out. The keypad and the sensor pad. I guess that ought to do it. We will see, my lady doctor lost her 14k toe ring and she asked if I could find it. Now I can since I got my 70 back.

Not to bad, it only took 36 days to get it back, of course they were moving so I bet that had a lot to do with it.

Happy Hunting all,
Ringfinder

 

[ringfinder]

Re: Minelab Customer Service

Hey guys, I got my X-terra 70 back yesterday. The lady called and got my credit card number and said it would be delivered on Saturday, but good ole UPS got it here in TWO days flat.

Minelab only had it 34 days. I haven't had a chance to hunt with it, but will try it out July 4th. My lady doctor lost her 14k toe ring in here yard and she asked me to find it. One thing about the 70, is when it hits on a solid number 10, it usually is a Ring. I love this detector. Glad I got it back!!

Good Luck everyone, hope you get you detectors back soon. Hopefully the Chicago move will help improve the downtime we have with our detectors getting repaired. Heck, Hopefully I won't have to send it back anymore!!

HH, Ringfinder

 

[barber]

Re: Minelab Customer Service

hope you have better luck than I did, Sent mine in twice, it still does the same thing.

 

[ringfinder]

Re: Minelab Customer Service

I hate to tell you guys this, but I had to send my Garrett Infinium back for some repairs and it only took two weeks to get it back. WOW!!!! Also there was no CHARGE. Of course it was still under warranty, but I'd say that is PRETTY GOOD SERVICE. It only took Minelab a total of 37 days to get my X-terra 70 back to me.

But in all fairness, Minelab did send my detector back to me by UPS and I was called several times to make sure it had arrived. I'm only glad that it was so darn hot out, that I didn't really need my detector. If it had been detecting season, I would have been really P***ed. I was just glad I had my trusty ACE 250 and Fisher F-75 for a backup while I waited on Minelab to fix and return my detector. I hope the battery box springs don't break again, I have already paid for fixing them twice now.

Good Luck everyone,
Ringfinder

 

[Woodland Detectors]

Re: Minelab Customer Service

hope you have better luck than I did, Sent mine in twice, it still does the same thing.

What is it, that your machine is doing?

 

[Silver Surfer]

Re: Minelab Customer Service

Just an Update !!!

A couple more weeks have passed.. and Minelab still has my Machine...

That is NOT good news.... I have a feeling that the Excal's are piled up... I just have this funny feeling that the last few years of Excal's were not built like the previous years models were... Why are so many of the "newer" machines breaking down
I have conversed with a few (4 to be exact) people that have Excal's from the 90's and their machines are still going strong without a hitch.. About 10 people that I know of are having problems with the Excals from the mid to late 2000's.... Coincidence, or something in the manufacturing process changed in the last 5-6 yrs Makes me wonder..

 

[Treasure_Hunter]

Re: Minelab Customer Service

Just an Update !!!

A couple more weeks have passed.. and Minelab still has my Machine...

That is NOT good news.... I have a feeling that the Excal's are piled up... I just have this funny feeling that the last few years of Excal's were not built like the previous years models were... Why are so many of the "newer" machines breaking down
I have conversed with a few (4 to be exact) people that have Excal's from the 90's and their machines are still going strong without a hitch.. About 10 people that I know of are having problems with the Excals from the mid to late 2000's.... Coincidence, or something in the manufacturing process changed in the last 5-6 yrs Makes me wonder..

I own 2 Excals that were built 2006-2009, only had one problem with one, bad headphone on one side, and when it was returned, I cracked the coil when it fell off my van so it had to turn around and go back, but that wasn't Minelabs fault...

Due to the ramp up of the gold detectors for overseas sale, and the repair dept move from Vegas to Chicago I am sure they are backed up even more...................Personally, if people want to avoid buying Minelabs because of the customer service issue recently that is great by me, the less Excals in the water the better I like it anyway.......

 

[mobile miner]

Re: Minelab Customer Service

I`ve been concidering purchasing a new safari but you all are talking me out of it. Been using the same XLT for 12 years and don`t even use a coil cover and never broke a coil. Seen where 3 or 4 minelab users have had that problem. I use my machine alot and its never been in the shop for anything. I understand minelab is one of the best when it comes to depth but now I`m wondering if it`s worth it seeing all there problems and the service complaints.

 

[bottlebum]

Re: Minelab Customer Service

I`ve been concidering purchasing a new safari but you all are talking me out of it. Been using the same XLT for 12 years and don`t even use a coil cover and never broke a coil. Seen where 3 or 4 minelab users have had that problem. I use my machine alot and its never been in the shop for anything. I understand minelab is one of the best when it comes to depth but now I`m wondering if it`s worth it seeing all there problems and the service complaints.

To me, a Minelab IS worth it. But I have only had experiance with the Sovereign, Excalibur and E-Trac. I was always having to sell my machines because it seemed like every time I turned around, something would come up to where I needed quick cash so I've been through five or six of them. I never had a problem with any of them and they all did what they were supposed to do and did it very well. Plus, as long as you take care of them, they will hold their value pretty well too.
HH, Bottlebum

 

[TabWhisperer]

Re: Minelab Customer Service

I was about to buy a new Excal. When I considered the consistent reports of poor service and bumped it against a Beach Hunter for hundreds less and stellar service from Whites it was a no brainer. I coud not justify the Excal expense. I would love to have an Excal or other Minelab but until things get better I'll spend my money on other brands.

 

[Deepdiger60]

Re: Minelab Customer Service

I got a call today my Sov.GT just came in i know its not the Excal II but it took 3 months for Minelab to get them made