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Minelab Customer Service

R

RLOH

Well-known member
I think many Minelab customers have been wondering or should I say worrying about how good the "service after the sale" will be. I had a small issue regarding the warranty on a Xterra I bought and I was surprised at how quick the Customer Service Dept. responded. I called after business hours on Monday and had to leave a voice mail. I figured that I would not get a return call and was prepared to make more calls. First thing this am, I got a call from a very pleasant young lady explaining my question to me. It's a good start. R.L.
 
Nice to hear a good report. IMHO I think they are trying hard to stem the negative reports, Beale.
 
I had to deal with Minelabs customer service a couple times and i am dealing with them again right now. Im not going to go into details because it will %&#$ me off. I dont think i will buy another minelab. I love the machines - just cant stand dealing with the service department
 
As I told you the last time you posted on this forum (under your previous user name), You have the right to your opinion. You also have the responsibility to tell the whole truth.
 
I gotta tell you all, I have been dealing with Joe and Kevin from Minelab Cust. Service that past few days, and I gotta tell ya, I'm a Minelab guy for life! They call ya right back within a day if ya leave a message for them! And then they talk to ya with the greatest respect! And likewise on my end! Kevin helped me resolve an issue I thought I had with my machine (and special thanks to digger also) and i was up and running within an hour later. Thanks Joe and Kevin again for your time with my problem! Minelab is # 1 !!!! Happy hunting all and Happy holidays! Emmett
 
Back in January of this year I had an issue with a 10.5 DD 7.5kHz coil. I sent the coil to the La's Va gas service center. I was told that the coil would not be repaired and instead would be replaced. Because this coil was on back order I waited over 60 days for its return. I received word from Minelab that they were in fact going to repair the coil and not replace it. All this was going on while they were in the process of moving the service center to the Chicago area. By the time my coil was returned I had obtained another 10.5 DD coil. There for I left the coil in the return box for several months. I decided that I should check out the returned coil. To my total surprise I found that my coil had not been repaired. I then contacted Minelab service, which had relocated to the Chicago area. The telephone contact person told me that someone from Minelab service would be in contact with me. About three hours later I received a call from Minelad service. The gentleman that I spoke with was beside himself that my coil had been returned, unfixed. He told me that he would work on the problem and get it straightened out. The next day I got a call back and received an apology. I was told that immediate action was being taken. He further stated that I would receive a package from Minelab in the next few days. Three days later I received a package and a letter of apology from Minelab. One of the items in the package was a brand new 10.5 DD 7.5kHz coil. There were quite a few other items in the package I was advised that these additional items were their way of saying they were sorry for such poor service. I will not list the items I received out of respect for Minelab. I will say this, I for one will always deal and use Minelab equipment. There is no question in my mind that Minelad is doing everything in their power to improve their service. Thank You Minelad for caring. HH TomB
 
Tom,
Thanks for posting your comments. That makes me just that more satisfied and reassured that I made the right decision in purchasing a Minelab product. It means a lot to me that they were willing to acknowledge their oversight and then go above and beyond to reconcile the situation.
Thanks again for sharing,
Jasin
 
:veryangry::thumbdown:
 
As I posted previously, just recently had issues with my 705 when comparing notes to Digger's posts. Contacted Minelab and Kevin responded to my emails very quickly, told him my issues and he suggested sending the unit in. Down time from my Pa. location to Minelab in IL. and return was 10 days. Pretty good in my opinion and issues fixed.
 
I did not mean :veryangry::thumbdown: to Minelab Service. It was directed to the post above mine. TomB
 
It is very encouraging to hear that Minelab has taken note of the previous negative experiences people have stated in dealing with Minelab Customer Service. I can understand the logistical problems that could arise from moving from one destination to another and trying to maintain business on a daily basis. I refuse to lose faith and will continue to be a loyal Minelab user.
 
Glad to hear that Minelab is trying to fix their past problems in customer service.

I dont expect any company to kiss my arse ... but please ... return my calls when you say you will ... fix my detector in a reasonable time, and please ... dont blow smoke at me ... that is all I expect.
I hope that this is the first of many positive posts about Minelab service because I happen to think they make some of the most advanced detectors available today.
I have the E-Trac, a Explorer SE, A Explorer II, and a Excalibur II, in addition, a Sovereign GT.
If I did not think they were the best tool I could use ... I would have something else.
I absolutily think the BBS and FBS technology is ahead of the rest.
Had they made the X-terra a dual frequency detector I think they would have cornered the market.

I cant wait for the next generation of Minelab detectors.
 
Had a small problem with the assembly and a rattle in my new x-terra 705. I called customer service on the weekend of purchase. Dealer took it back and replaced it with a new one Monday morning. Just got home and the phone rang. Minelab C/S. Don't think you can get much better than that....
 
Always had good service from them - now as well as when they were in Lost Wages, NV. I had a question the other day and the person that answered the phone told me exactly how to handle the matter. I know this is a Minelab thread, but will say I have always been happy with Minelab customer service and Tesoro's customer service.

John
 
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