I had an issue as explained in my "Electronics Issue" post, where there was a problem with my pinpointing trigger that affected the overall operation. So I sent the detector back to Minelab for repair.
The detector is about 5 years old so way out of warranty, and I wondered how much this would cost me.
I first sent an email to service@minelabamericas.com with the serial number in the Subject line, explaining the situation. Then I gave a call to North America, Detector Center, Pennsylvania, USA, T: 1-888-949-6522. They readily pulled up my email and gave me an RMA number to attach to the shipment. I shipped it via a local shipping company and it arrived the following day.
They looked at the machine and determined the cost to fix it, then sent an email to tell me what they found and asked for me to confirm if or not I wanted them to go ahead with the repairs. They also found some unrelated items they recommended to be repaired. The total cost (including return shipment) was about $150. The bill I received was under $100!! I asked them about this, and they told me they gave me a one-time warranty repair of the unrelated items, so no cost for this.
They sent me a FedEx tracking number, and in a couple days I had my detector back in-hand. They did a great job packing it!
Minelab completed the job in less than a week. So with shipping both ways I had the detector back in less than 2 weeks, and the repair cost less than $100. In addition to replacing the trigger and related parts, they did a firmware update and complete checkout where they ran the machine for an hour to check for additional faults.
In my case their repair and customer service was outstanding!! They were always on-the-ball and did a great job with the repair and shipping. I haven't seen this level of customer service anywhere these days, and much appreciated their efforts.
Mike
PS. When I shipped the detector, I decided to ship the whole unit completely assembled. So if there was a problem with a connector they would see it. But it is much cheaper to ship it completely disassembled and each piece individually wrapped.
The detector is about 5 years old so way out of warranty, and I wondered how much this would cost me.
I first sent an email to service@minelabamericas.com with the serial number in the Subject line, explaining the situation. Then I gave a call to North America, Detector Center, Pennsylvania, USA, T: 1-888-949-6522. They readily pulled up my email and gave me an RMA number to attach to the shipment. I shipped it via a local shipping company and it arrived the following day.
They looked at the machine and determined the cost to fix it, then sent an email to tell me what they found and asked for me to confirm if or not I wanted them to go ahead with the repairs. They also found some unrelated items they recommended to be repaired. The total cost (including return shipment) was about $150. The bill I received was under $100!! I asked them about this, and they told me they gave me a one-time warranty repair of the unrelated items, so no cost for this.
They sent me a FedEx tracking number, and in a couple days I had my detector back in-hand. They did a great job packing it!
Minelab completed the job in less than a week. So with shipping both ways I had the detector back in less than 2 weeks, and the repair cost less than $100. In addition to replacing the trigger and related parts, they did a firmware update and complete checkout where they ran the machine for an hour to check for additional faults.
In my case their repair and customer service was outstanding!! They were always on-the-ball and did a great job with the repair and shipping. I haven't seen this level of customer service anywhere these days, and much appreciated their efforts.
Mike
PS. When I shipped the detector, I decided to ship the whole unit completely assembled. So if there was a problem with a connector they would see it. But it is much cheaper to ship it completely disassembled and each piece individually wrapped.
