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Is Minelab an American company? ..........I think not!

Over the past few years, I have found that people rely on E-mail WAY, WAy, WAY (did I say WAY) too much! Even at work, people tend to think that by sending an E-mail they are entitled to an instant reply. Not sure about everyone else, but I get between 50 and 100 messages a day asking for tips, settings, input, assistance in selecting a coil or detector, etc. I do not mind helping others but I do resent hate mail that comes a few days later when they have not gotten a detailed response hours after the contacted me.
COmpanies are the same in that they get 100's of messages a day and try to followup with each of them as quickly as possible.
Some messages never get to their destination, so even if you think it was received, there are many reasons why you do not get an immediate response. I know some of you will say "Then why have an E-mail address posted?" Well, it is but ONE communications medium!
If you have a problem with a company, pick up the phone and talk to someone . . . . . . you know that your request was received and understood. If you are still unsatisfied, then you can pursue additional avenues but relying only on E-mail is really the lazy answer.
I know Minelab is VERY responsive when you call and talk to the right person.
Just another view from the "peanut gallery"
Andy Sabisch
 
One thing I really respect is a company that cares enough about their image to admit they aren't perfect but still respond to their customers and promise to do all that they can.
This topic started off giving Minelab a bad mark. However now that it appears resolved, and Minelab has come forward to not only appologize publicly, but promise to make it right, it has turned into a good thing for Minelab.
Kudos,
Carraig
 
I was also speaking on their behalf because they absoluely deserve getting the prize they won. Too bad it has to be a major issue, and perhaps Minelab has learned something from this. Again thanks for replying, its nice to be finally be heard.
 
I just received a very nice note from Kristie at Minelab concerning my prize. It appears that my June find was confused with the earlier contest that I won in March. Everything is cleared up now and I hope to receive my prize soon. No conspiracies here ... just an honest mistake. Kudos to Kristie and the folks at Minelab!
Dave
 
really time consuming. However, at least sometimes they spell out concerns and are a little bit better thought out than the calls I get on my toll free line.
I've had prospective customers call and they are on the line for over an hour. I'm happy to answer questions. I'm happy to listen to a couple of stories about really great finds. I can really do without the 25 minute story of how a person took 3 hours to dig a target at 17 inches just to find out it was a bent nail. After I have told them that I really have to get back to other customers and get merchandise packed up to be shipped. They always have just one more question. ARGH !
I actually had someone yesterday call me to ask my advise about how to adjust his Explorer in a certain hunting environment where he was having problems with interference.
As I was sort of asking, so where do you live, and how's the weather back there. I was searching my data base because for the life of me I could not recall hearing his name before. Sure enough I had no record on him.
"Excuse me sir, could I ask, where did you happen to buy your Explorer?"
"Oh I bought it from blankity blank !" A company we all know.
"Sir I will try to help you for a couple of minutes, but I have to take care of my own customers, and I really do not provide customer support for blankity blank company. I'm sure they have someone there that would be happy to help you."
"Oh yeah I know, but I saw in a magazine that you were a Minelab dealer and you had a 800 number listed."
I can only hope that he will remember the Minelab dealer that gave him help when he needed it with a machine that he bought somewhere else, when he needs his next detector.
Take Care!
DOC
 
I quote:
"We will be very happy to expedite the latest one to you... <FONT COLOR="#ff0000"><STRONG><BIG>as well as investigate ANY and ALL possible winners who may not have received theirs. "</BIG></STRONG></FONT>
Let's give some credit when it's due!
DOC
 
and then, i sent you a couple of emails like 4 months ago asking if you ever used the pictures, and....no response. to this date....no response. after you initiated the contact.
you do detector new product reviews and write articles and sell books, you should expect lot's of emails and questions.
and you should respond promptly! the public is buying your books. they are paying your wages. and that means, you are working for them.
 
Which somewhat seemed like an apology. I do give Minelab full credit for now addressing this situation and admitting they are at fault. I fully expected to catch some heat from my post from Minelab people, and those who really don't know the entire story. My not caring about the post goes hand in hand with minelab not caring about us contest winners. I've spent enough money on their products over the past 5 years I don't feel I deserve a raw deal on this, or like I did when they kept sending me a broken detector back. (which was new).
I'll always fight for what's mine and if I step on some toes in the process so be it.
 
Andy didn't say he didn't like getting emails nor rsponding to them. He said he hates getting the hate mail when he hasn't responded instantaneously.
I don't mind responding to emails either, but you can't respond to all of them at once, so obviously you just try to address them one at a time.
I try to be thoughtful in my responses, so it is time consuming. Personally my day starts at 6 am, I usually am through answering emails by 11am. Then I start to return phone calls, take phone calls, help the girls package orders and do invoices.
After we close at 3pm, I stay at the office until 6pm, sometimes later, doing the books and taking care of the accounting end of things and paying the bills.
Then it's home for dinner.
I lay on the couch and answer questions on the Prospecting forum and this forum and about a 1/2 dozen others.
I try to pick off as many emails that have come in during the day as possible.
Get to bed by midnight. I have not had a chance to swing a detector since last August, which really sucks.
I'm not complaining because as you said, this is a choice I made, and taking care of my customers is part of the business. But to be real honest with you, when I started this business I thought I would do it as a little sideline hobby business. Oh my gawd, I had no idea that this detecting hobby is as big as it is.
This thing as taken over my life, and I love it, but I just didn't expect it or plan for it. I mean this isn't even what I do for a living !
I'm a Criminal Psychologist, a dang good one, and I make a lot of money doing it - BUT now I have two full time jobs.
In a world where some people can't find even one job, (don't think they are looking very hard) I guess I am blessed that you guys have helped give me a very successful second business.
But it does take a lot of time. And here's another thing!
The psychological makeup of the type of people that are attracted to metal detecting is such that it lends itself to a lot of requests for information.
By and large this group are the last frontiersman in search of adventure and answers. You are inquisitive by nature, so you ask a lot of questions. AND, I have not met too many folks involved in this that are shrinking violets. Most of us are outgoing and gregarious and enjoy talking and telling stories.
SO - just a view of things from this side of the fence.
Take care!
DOC
 
I thought she said she was sending it to me?? <img src="/metal/html/lol.gif" border=0 width=15 height=15 alt=":lol">
Hey the snowmobiling season is almost over, and the detecting season is right around the corner.
We got our work cut out for us to try and catch Mark, he has jumped to a early silver lead!!
Hope to get out with you guy's soon!!
Take care,
J.Sawyer
 
D(Va),
Your response was perfect . . . . . exactly what I was saying. Guess what? I have three responses to you in my file on the Quattro Book requests that were never responded to which is why I did not use the photo I wanted to in the book - other requests were responded to as the book credits will show. So, as I said, E-mail is spotty at best. Is there an issue on my end, with my ISP, with your ISP or your end? Who knows but it happens more than one might think.
If the photo request was so sensitive to you, you could have called me since my address and phone number is on <STRONG>EVERY </STRONG>message I send from home.
The last two columns I sent to Lost Treasure were stripped off by my ISP as being suspected spam or a virus - had to go to a friend's house to send them in.
E-mail is a quick and dirty way to communicate but one that is far from 100% reliable. As I said on another post, if I was looking for a $150+ coil that I was supposed to get for free and did not get after sending an E-mail, I'd be on the phone immediatley!
Andy Sabisch
 
well, you answered my question now. thanks.
i guess you should have called me if you really wanted permission to use my pictures. you have my info since i bought from you before.
 
D(Va),
I hear the comment you made from time to time and really have to laugh. If I was making my wages from this hobby my family and I would be living under an overpass in a cardboard box.
I write books, test detectors and write articles (don't forget give talks at shows and club meetings). I do it because I really love this hobby and most of the people I meet through it. If I looked at the money I made at it, I'd make far more flipping burgers at McDonalds!
Let's talk facts since people must think I am driving a Rolls Royce with what I make from the hobby:
1) I've been involved in detecting since the 1960's and have put in a lot of time and learned a lot that I enjoy sharing with others - this is my only motivation for what I do!
2) I have written for Lost Treasure Magazine for close to 20 years. Yes I get paid for articles they accept. In case you are interested, the going rate at this time is $0.06 per word which works out to about $90 for a typical 1,500 word article. Care to take a guess as to how much time it takes to write a column or conduct a field test and then write the report? On average, I spend 25+ hours testing each detector and then 4-5 hours writing the report. Let's see . . . . 30 hours netting me $90 . . . looks like I'm making a killing at $3 per hour. Again, if money was the reason for my writing, I would not be doing it. I enjoy it and feel I can offer a service to those in the hobby that is valued.
3) Books????? Guess who has to pay for all of the printing costs UP-FRONT on any of the books I write? ME! Care to venture a guess as to what they cost? How about several thousand dollars for each title. Eventually my costs are recouped but in the interim, I am footing the bill - the printer expects their money before the presses start to roll. And as anyone who has done writing can attest, the time invested in each one of the books is considerable in getting them ready for the printer. Do you think metal detecting books make the NY Times best seller list? You need to sell most of what gets printed in order to break even and the market is not millions of readers, especially on brand or model specific titles.
4) Talks . . . . I travel a considerable distance to hunts, shows and club meetings to put on talks and guess what, I do not receive nor have I ever asked for payment to do so. Care to venture a guess as to the time required to prepare for a simple one hour talk and then travel tho the location to give it?
So please, do not say that everyone is paying my wages so I am working for them and need to jump through hoops. I am on the phone continually - much to the consternation of my wife - providing assistance to many people that have bought detectors from mail order firms or simply need assistance. I answer 100's of E-mails each month and post information when asked to on the forums. Most of those I work with I will never get to meet but I really enjoy what treasure hunting and equally enjoy sharing the knowledge and experience I have gained with others.
Let
 
A call to the Las Vegas office will typically put you in touch with Bessie who is about as efficient and helpful as <span style="background-color:#ffff00;"><STRONG>ANYONE </STRONG></span>I have ever dealt with at any company!
Had you called her - or any of the other 14 people - and stated what your problem was, it would have been addressed.
How many of you have dealt with Dick Shultz in Service? Any complaints? On the contrary, there have been many posts about how helpful and responsive Dick has been on any number of issues.
So, a call to Minelab USA in Las Vegas would have put you in touch with any one of the staff that would either have addressed your concern on the spot or put you in touch with someone that could have.
What's the absolute reliance on E-mail to resolve things????
Andy Sabisch
 
permission to use some of my pictures in your book. is that not help? instead, i'm the bad guy?
what i received in return though was nothing. not a peep. not even an aknowledging correspondence of any type. i wanted to help. i wasn't so sensitive to it as you put it in another post. all i wanted was a return email or some kind of acknowledgement.
these are facts.
whatever happened to the business view, 'the customer is always right'?
now, after what's taken place though, i no longer want to help.
 
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