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Minelab customer service

R

Ray-Mo.

Active member
Sent an email asking about the lack of response from customer service and got a quick reply Quoted below from
Gary Schafer
Vice President, Minelab USA
North American Operations

Raymon,

Thank you for your business and for the note.



We are working on driving improved response times across the board & have seen marked improvement over the last couple of weeks. Let me introduce to you our new Customer Service Manager as well (Ewout Kozel) who is focused on improving our processes across the board.
 
Hope you are right. Just got off the phone with them. They were not able to transfer me to a customer service person again. Promised a phone call. hopefully they call this time. I will post to let everyone know how responsive they are.
 
The plug in on my 10.5 DD MF coil went bad (one of the little metal pins keep falling down preventing me from plugging into the control box. I called minelad and spoke with a Young lady. She advised that a customer service rep would call me within 24 hrs. I got the call in three hours. The CS rep explained that they normally just replace the coil, however the 10.5 DD is on back order. So that I would not half to do with out the coil until it was replace she advised me to send the coil to her and that she would have a tech take a look at it and see if it could be repaired. I mailed the coil last Friday and have not heard anything as of today. Now for one I call that dang good service. TonB
 
HI Ray-Mo,

Did you send that email here to the Nevada branch or to Australia?
I emailed Australia and have not heard anything back from them at all.
 
Well. I called them early last Friday. Promised a call back. Haven't received one yet. I have called them twice in the last two weeks and no returned call. Gave both my home and cell number. Both have voice mail so I know I haven't missed a call.

I will try again.

Ray-Mo, you can tell that VP that their customer service "broken'!
 
Well, I tried again after posting. I actually spoke with a service manager (Kathy) who was very helpful. I got the info I need to send it in. Persistence pays off. I still don't like being promised timely call backs on two occasions without receiving a call. She said service work is running 30 days:sad:

I love my Etrac, but so far Minelab's service rates a C- at best.
 
Too bad no other company has anything that can touch the FBS technology ..... It seems that there are a few companies that have thier own thing going on that nobody else has , and they don't have much competition with this proprietary technology ....Jim
 
I don't know if this helps or not but I was told yesterday by a dealer that Minelab is moving their US customer service from Arizona to Chicago for a more centralized location and some of the recent troubles can be attributed to making this move, to hang in there things will get better. I know this doesn't help those who have encountered trouble recently but I'm hoping once the move is completed they will have excellent in the future.
 
I met with the new head of customer service in US and we talked about improving the service. They are very aware of the shortcomings and are working very hard to improve the call back time.
 
Ray-Mo. said:
Sent an email asking about the lack of response from customer service and got a quick reply Quoted below from
Gary Schafer
Vice President, Minelab USA
North American Operations

Raymon,

Thank you for your business and for the note.



We are working on driving improved response times across the board & have seen marked improvement over the last couple of weeks. Let me introduce to you our new Customer Service Manager as well (Ewout Kozel) who is focused on improving our processes across the board.
Click to expand...

A couple links below from Linkedin verifying both Gary Schafer and Ewout Kozel and their affiliation with Minelab, and note both do list Chicago as their workplace verifying the Chicago connection.

Linkedin Gary Schafer

Linkedin Ewout Kozel
 
Well i guess we must be lucky here in Australia. I recently rang Minelab and was put straight through to their service department. I explained my problem and they said to send it in to them for repair.This i did and it was sent back to me repaired within seven days.Cost $56,it was not under warranty.So i hope things eventually pick up for you in the USA.
 
Ray; After you were hunting with DrBob and me in Springfield a few weeks back I had a problem with my E-Trac, called Nevada talked to a rep and then she called me back the next day. We set the ship date and I sent it in. They called me when the machine arrived and then three weeks to the day it arrived back at my door. They replaced a circuit board in the unit and replaced the front control face for me. It seems to be working better now than it did when it was new (I think). To top off the deal when I was told to send in the machine she explained to only sent the head and coil and to leave the upper and lower shafts home. When I received the unit back it had two new shafts in the box, so I figured I at least got back my shipping cost. They done nothing but good for me like a stand up company should do. Maybe there getting better. Take care
 
Minelab customer NO service is really hit or miss.
I have had the "we will call you as soon as possible" response that resulted in no response at all.
Multiple calls and no response. Then several emails arrived responding to the calls I had made 3 weeks earlier!
In my opinion (opinions are like b-holes, everyone has one) Minelab has so much going on in short order that they
are in maintain mode. But what I have to ask-- Are there THAT many broken minelab detectors (like my e-trac limping along)
out there at any given moment to cripple minelab customer no service to almost a hault?
I understand that minelab has a supurb product. With that being said it should be backed up by supurb service!
If I call Tesoro tomorrow about my tejon (which has found me a PILE of goodies) I can talk to a person who knows thier s**t in short order.
Minelab will get it together eventually, but I think customers have a short tolerance for being ignored. Hopefully the future will be brighterfor Minelab customers.
If you have a functional Minelab unit you know how awesome their products can be, and if you don't, you want what you purchased to be what it is SUPPOSED to be.
Thats my 2 cents.
Deep Digger
 
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