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HEY MINELAB! GET IT TOGETHER!!!!

D

Dig

Active member
I'm writing this post in hopes that a minelab staff member will see it. As many of you know I am a water hunter, and I am out there almost every day. I have had my original Excal for 3 years now and I have made some nice finds with it. At the moment I only have the one battery....A short while ago my Battery pod developed a crack in the screw top part of the housing (where the power coupling meets the plastic). I made a post on here not long ago and a few people commented on what to do. I called Minelab today and asked the customer service rep about having it repaired. She said "sure send it in" and I asked,"Will it be covered by warranty?" She replied "No, you'll have to pay for it.". I then said " That's fine, how much will it cost?". She said a tech would have to look at it and then get back in touch with me as to the repair cost." I inquired about turn around time and when I might get my battery back. SHE SAID IT WOULD TAKE THE BETTER PART OF A MONTH. I then said "We'll look, I only have one battery, I can still use the battery but the cap needs replacing. Could you send me the cap in the mail, after I pay for it? That way I wont be out of the water for a month" . "No, because its not under warranty we cant just send you parts, even if you pay for them.". I finally told her that I thought that it wasn't very fair for Minelab to make the parts and them withhold them from customers without them sending the unit in. I mean why the Hell would I send my unit in for repair without knowing whether or not I agree to the cost of repair. I mean what if I decided it was too expensive to fix and said just send it back. It would take a month just to tell them "No". Her response was " Yeah that doesn't seem fair does it" They really don't seem customer service oriented any more and I don't intend to have them fix it now. I'd rather pirate a AA battery case with a 2nd manufacturers battery pile than pay them for anything. I was planning on buying another machine when I became flush again but now I think ill buy an aqua-sound or something else. Minelab makes a good machine but they SUCK in the customer service department.
 
You will like the aquasound better any way much deeper and you will not dig beer caps at all. Better get a big scoop.
Welcome to the world of Minelab service yea it sucks.


Jason
 
Ok.. Now these things make me mad :thumbdown: I recently got my Garrett and i'm thinking of getting a vlf machine to search difficult trashy areas, i don't think :minelab: is on my shopping list anymore. I'm leaning towards :fisher: CZ-21 :) Oh well...
 
Jason in TN said:
You will like the aquasound better any way much deeper and you will not dig beer caps at all. Better get a big scoop.
Welcome to the world of Minelab service yea it sucks.


Jason
Click to expand...

Aquasound costs how much? What i read it was over 3000 :surprised:
 
Hey Dig you would think with all the fussing we hear on here they would try and get a better grip on thier service work. I guess attitude is we make best detector and we don't have to service it. As long as they keep them in short supply you would think they would need the service work for filling the holes in thier loss of income from no products to sell.
Hope you are well and we will meet soon as I will probably come your way. will let you know. Door is always open for you this way also.
Take care
 
Hey Briley! Good to hear from you on this too! Hows the hunting been? I went out and found some gold the other night but my hunting partner cleaned me with a 14k ladies classy and a nice 14k mens band with 10 diamonds. Hope you are hitting em hard and yeah come and see us!
 
Minelab make great machines, but i have had a few problems with there customer service over the years. i now stick with whites. with whites service department nothing is to much trouble. They have even sent me items free of charge to keep me out in the field:ukflag:
 
"Could you send me the cap in the mail, after I pay for it? That way I wont be out of the water for a month" . "No, because its not under warranty we cant just send you parts, even if you pay for them."

are you kidding??? you cant buy parts for your machine? if this is true, i would never buy one!! i have a used one that i am having some issues with and i e-mailed minelab about a week ago with no response! ........next step is to call them!
 
call kelyco ask for service rep for minelab detectors.tell them you need the end cap for the battery pod with the ikelike female fitting .they have the part ,I bought one to convert my headphones to grey ghost.I think they also have the battery pod if you want that.
 
Yep, minelab excal battery pods have a reputation for cracking between the two connection contacts. i have had three and all cracked. typical junk. It likely occurs because of improper curing of the plastic material. Problem is they usually last a year or two before you notice them and you get stuck with the bill for their junk. when it comes to service they are about the bottom of the barrel. back when I worked I just machined one from nylon and built my own. Now days i have to deal with the lousy service. My cracked pods go back to about year 2000 and till this day they have not attempted to correct the money making problem.
 
DIG: If you are talking about the Ike-Lite screw on cap then right up the road is your problem solver. Bill Jackson has them. When I was down there a couple of weeks ago I was looking at them and had them in my hand so I know he's got them. He is a sponser I think. Hope this helps you out. HH and nice finds by the way. :minelab:
 
They just lost a sale from me. I chose a CZ-21 instead. First Texas may not have better customer service, but I think their water machines have most of the bugs worked out now. I don't think you can use the words dependable and Excalibur in the same sentence. Minelab's Customer Service is an oxymoron...like fighting for peace, military intelligence, or honest politician. jim
 
Yeah,
I was considering the Excalibur and/or the Sovereign but with what I am reading here and elsewhere, it will be the Fisher CZ-21, or 20 if I can find one of the 20s in mint condition.

Here is a part a post made by Andy Sabisch, concerning the Excals.

Andy Sabisch said:
As stated above, the Excal II is virtually the same as the Excall 800 / 1000 with the difference being the headphones, battery system and the flashy color. Performance-wise they are the same machine internally so there is no difference regardless of what people may see . . . . the only difference might be between a hotter older or newer one due to slight manufacturing differences . . . ever get a detector that just seems hotter than your buddies?

The only point with the new Excal II's has been some "quality" issues . . . . . if you get a good one, you are golden. If not, you will be on a first name basis with the service tech. I picked up an Excall II for my daughter when she started diving with me and after 4 trips back for service in 6 months, I tossed in the towel and got her a Head Hunter Diver which has never let us down.
Click to expand...
 
I don't understand why a detector company is like that.Maybe that is why i trust whites,they give you what you need ,even on second hand owned machines.They have sent me items at no cost,including free shipping.And they are all about customer service,maybe thats why they are doing so well.I 'm not getting a Minelab anytime soon thats for sure.Though i did pick up my first Fisher.
 
I have a Tesoro Tiger Shark A good water Unit, I used to have ML , Mickfin
 
Dig: I think a few responses have directly or indirectly suggested contacting a MINELAB DEALER. Try that. They may have to order the part, although in your neck of the woods they may already have the part on hand. I wonder why the person at Minelab did not say something like 'we can't sell parts to customers - you have to go to a dealer" becasue I suspect that is the way they have the corporate bureacracy/dealer agreements set up.

It's no fun and burns you up when you know how much you initially paid. I would think someone who buys what you have or their gold machines would get a little better touch from the company - but I guess the problem here is the person you talked to and if the execs knew we were chomping on the company, they'd fix the problem (for you) and get the customer service folks better trained to address problems one by one - not cookie cutter like they did with you.

What goes around comes around.

My personal experience with Minelab has been outstanding. They repaired an X-50 for me. Good price and fast. And they called me 2x to make sure I knew what they were doing and to get an OK to do another repair that added $1.50 to the bill. Perhaps the repair area is run differently than the person answering the phone. But the technical repair itself was well worth it.

Hope this gets resolved for you.

John
 
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