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Experience With Minelab Repair Service?

B

BryanM362

New member
Hello All,

I sent my etrac in for service because it was spontaneously shutting off about every 15 minutes. I sent it to Minelab East (Kellyco). They recieved it 3 weeks ago today. I still don't have the machine back, and the weather has been great for this time of year...

I called, the repair center, and left a message about 1.5 weeks ago, never heard back, so I called the Customer Service lady in Chicago (she gave me the RMA number). She followed up for me and told me they were waiting on parts. That was a week ago. Still no word and no etrac.

Seems like a long time to be waiting on parts. My only point of reference is when I sent my AT Pro to Garrett for service. They had it fixed and back to me in about 4 days.

Anyone else have any experience with sending their machine to Minelab for repairs? How long did it take?
 
Hi,,,i remember reading either on this forum or one of the others, that the Kellyco Minelab repair facility recently lost (deceased) their main Minelab repair tech. His brother stepped up and is taking over but things have gotten backlogged as a result. I do not know this as fact, just read it a couple times in metal detecting forums in the past 2 or 3 weeks...
 
The root of the problem is that Minelab outsourced their entire repair operation. One guy at Kellyco apparently. Very sad his passing.

For their hyper expensive gold detectors, you send them to a UPS Store in Arizona where - apparently - some guy picks them up and works on them at his house.
 
BryanM362 said:
Hello All,

I sent my etrac in for service because it was spontaneously shutting off about every 15 minutes. I sent it to Minelab East (Kellyco). They recieved it 3 weeks ago today. I still don't have the machine back, and the weather has been great for this time of year...

I called, the repair center, and left a message about 1.5 weeks ago, never heard back, so I called the Customer Service lady in Chicago (she gave me the RMA number). She followed up for me and told me they were waiting on parts. That was a week ago. Still no word and no etrac.

Seems like a long time to be waiting on parts. My only point of reference is when I sent my AT Pro to Garrett for service. They had it fixed and back to me in about 4 days.

Anyone else have any experience with sending their machine to Minelab for repairs? How long did it take?
Click to expand...

In my dealings with them over the years, Minelabs after sale support has not ever been on par with companies such as Garrett and Whites, regardless of where the unit is shipped to. That is the main reason (other than actual prices), that several of my hunting partners (and myself) are looking at other make units in the future. I currently own a CTX and an Excal II and pray they don't break down any time soon.
 
Before Barry passed away I had to send my X-Cal in a couple of times. Both times I was told that they had an approximate 60 machine backlog waiting for repairs or modifications. Once they got to my machine they had it repaired and back to me in good time. At that time they were running approximately three weeks behind. With Barry's passing they have to be snowed under with work.
 
GeorgeinSC said:
Before Barry passed away I had to send my X-Cal in a couple of times. Both times I was told that they had an approximate 60 machine backlog waiting for repairs or modifications. Once they got to my machine they had it repaired and back to me in good time. At that time they were running approximately three weeks behind. With Barry's passing they have to be snowed under with work.
Click to expand...

I can empathize with their situation, but seems like they should have more than 1 tech working on their machines if they have that big of a backlog!
 
I was talking to someone at Fisher last week about repair backlog and they said that theirs is pretty low. They also said that, in fact, they don't get many repairs in anyway!
 
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