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How to get ahold of minelab?

G

Goes4ever

New member
I tried to get ahold of minelab customer service last night, and was UNsucessful. They have somebody answering the phone and taking messages. I asked him over and over to connect me to customer service and he flat out refused too. He took my number and said my call would be returned within 48 hours!!!!

ALL I had was a simple question and no one there will take my call? Does anybody here know the secret to get ahold of them? I have a very simple question, should be real easy for them to look me up and answer, but if they won't even take calls from customers, what am I gonna do? :shrug:

When I ordered my etrac I also ordered the rain cover and Andys book as well, I got the etrac 6 weeks ago, and still have not received the book or cover. How can a cover and book be on backorder since 3-19-10 (my original order date) They should be able to make 500 covers in one day! :help:
 
Well, I would probably think you won't, and they won't get back with you either. At least in my case after many attempts, 8 or 10, over a couple of weeks. Here's my experience a few weeks ago. I bought another E Trac used from someone for my buddies to use and to use as a relic machine. It got injured internally being shipped by USPS. Big slash in the box and wouldn't turn on. It was insured and I wanted to send it to Minelab to get it repaired and just let the insurance pay for it instead of turning it over to USPS destined for a crusher somewhere. I called and left messages with the ANSWERING SERVICE. I pleaded with one of the ANSWERING SERVICE call takers to put me through and eventually she did, and I got automatically reverted me back to the answering service. Well after a couple of weeks and no call back and no way to reach them I turned the E Trac over to USPS and let the insurance pay fully. Now with this experience here, I will guarantee you, I WILL NOT be spending my money on another E Trac like I wanted to do originally. I am really as dissapointed as you can get in something I really believe in, my ML E Trac I've had for a year now. What if it breaks, what if I need service, just WHAT IF? Now my wish from them is to get there SHEEEEET together and answer or return calls. I'm really dissapointed and if they don't get there SHEEEEET together they deserve to fold/go out of business. I personally would not tell anyone to buy a ML product at this point. I love the machines, that's all I have ever had. I am looking elsewhere now for a second machine. Too bad ML you have pulled the plug in your boat, it will sink if you don't do something.
 
I called Minelab / Las Vegas 4 or 5 times last winter before I could get someone to answer a few simple questions - and that was way before the transition to Malaysia !
I really don't think they make an effort to call customer's back at all.

But when I finally did get a Tech on the phone - he was a great guy to talk to.

It's a shame - Great machine's - Horrible service - the kind of thing that catches up with any company in the end !
 
I called them a few months ago to see if they had gotten the warranty card for my Etrac and he
told me that they hadn't gottenn it.I wanted to make sure that they had some kind of record on
it so that if something went wrong with it there wouldn't be a problem getting it worked on under
warranty.I haven't heard a thing from them since and it makes me wonder about the hassle it
would be to get ahold of them to send it in to have work done on it. Gary
 
Nick A said:
Dealers should have contact info for Minelab, also dealers *might* have more success in getting in touch with them.
Click to expand...
Nope, my DEALER told me they won't call him back either. That is why I called myself! Just got home and no answer to my email I sent yesterday either. really sad service :thumbdown:
 
Dont call us ... We will call you ... LOL!

They are making so much money from government contracts they don't need the hobbyist anymore.

You better hope you dont need any repairs on your Minelab equipment.
It is disposable ... oh wait ... you cant even replace your Excalibur with a new one as they are all out of stock.
 
The E-trac won't be the top dog forever! There will always be something bigger and badder in the future.I can assure you that if they keep this crap up,that I and i'm sure many others will take their business elsewhere.Very unfortunate to hear these reports.
 
Sila membantu saya dengan saya Minelab E-trac? Malaysian for, "Will you help me with my E-trac?

Sorry, just a sick joke. Couldn't resist. As some of you may remember, last year my E-trac died on me. I simply called the number on the back of the instruction manual and talked to Trina who was very friendly and helpful. It is alarming to hear stuff like this. I would hate to have a problem with my detector right now! Hopefully this answering service thing is temporary while they are moving the U.S. branch from Las Vegas to Chicago. There are two other numbers and email addresses on the back of the manual - Ireland & Australia. There's probably no one home anymore in Ireland. You may want to email the Australian branch to see if they can give you an idea about what is going on. It's pretty sad, though, that you'd have to resort to contacting a Minelab branch on another continent to find out what's going on in your own backyard. Best of luck to you.
 
*update*

ML just called me and they said the rain cover and Andy's book I ordered along with my etrac months ago is still on backorder. I don't see how they can be??

Seriously they should be able to crank out 500 of those cover in one working day! I tried to detect today but it was raining, and with no cover I can't hunt. I tried a plastic bag and it is worthless you just can't see anything.
 
They will not even call the dealers back. One dealer told me he got a letter stating his dealership was in jeopardy of being pulled because of lack of sales. He finally got to talk to someone at Minelab and asked how he was suppose to sell machines when he can't even get any of his orders that have been on back order for 4 or 5 months.
From what I understand they have every dealer on a waiting list and machines are allocated as they see fit.

I think they are like a dinosaur in a tar pit right now and if they don't fix their customer relations and make it priority # 1 they may not be able to get out of it. It is a shame that a company with such a great product has such poor communication between dealers and customers.
 
Well we hopefully it will get better. At least maybe someone will see this thread and realize what the feelings are. Gaz, I know your overseas, but what is the feeling your way? I called them about 1.5 months ago, called about 7:30 am my time and got someone there. I too was just confirming they got my warranty info. Might've been Trina also...she was very helpful. I still haven't got the minelab 8" coil from Kco....been on b/o since March or so.

I think they'll get it ironed out and back on track.

NebTrac
 
Unfortunately, the same situation exists with parts. I have been trying to get a bottom shaft to mount an SEF coil on since February. It is still on backorder and no dealer can tell me when they will be back in stock.
One dealers says he was told he would get his shafts "next week".....but that was over a month ago.

HEY, I THINK MINELAB CAME THROUGH AND GAVE US THE SHAFT!
 
Glad you bought that expoensive detctor now??? My BH will smoke it....lol, and I can get them on the line on the first try.
 
I have the same thing going on right now with Minelab. I have been trying to reach them for two months now. I keep getting the we will call you back thing and of course I have not heard from them. I emailed Australia the other day about it and have not heard anything from them as well. I did talk to some one at the Las Vegas branch today and she told that she would take two messages for me and pass them on to a customer service manager and the tech dept. So lets see what happens. It is a shame, great machines but HORRIBLE customer service. Minelabe needs to take a lesson from Whites on their customer service.
 
I think I'll wait to see if they get their act together first!
 
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