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:jump:wish minelabs customer service was as good as their detectors!:rage:

W

weston

Member
As many of you know I use an Xterra 70. Well the coil ears broke on my stock coil. So, I called Minelab and asked what they could do for me. They said send it in and we will replace it all you have to do is pay the shipping to get it here. So, i sent the coil in January 9th. I have called Minelab 3 times since then, and they have recieved the coil. I am still yet to get a new coil. Its very disappointing that a company that makes such great detectors can not service their customers very well. Don't get me wrong I love my detector, but Minelab needs to revise their view on customer service. Because I have the feeling that some customers will step away from Minelab becasuse of their customer service. I wont, but some others might. just my opinion. what do you guys think?

weston
 
I think you are right. 10 months ago I had a XT 50 (back up) with a problem and got it back fairly quick, 2 months ago my XT 70 had a problem and it 3 weeks longer to get it back. They must be jammed up and short handed. The coil problem alone is probably giving them fits. I would hope it will get better??
Bill
 
Gday Weston,

I guess I'm one of the lucky ones - I live in the same city as Minelab Australia.
They are 20mins away.
I drop it off and pick it up.
My last controller problem (it would not turn on sometimes) took 1 day to replace the part.
But a month is getting a bit out there.maybe you could politely ask to speak to service manager to see what the hold up is and hurry it up.
Hope u get it soon.
How old is your coil ? (is it still under warranty)

T59
 
Well, in working with my local dealer this is kinda my feel for the situation. Dick tells me that they are sending some of their employees to school. For what he don't know. But, it would seem that some of their more knowledgeable people are spending time away from their jobs. That has a short term negative effect, it should have a long term positive effect on Minelab USA.

As for coil supply, my new coil was shipped wrong then on back order for 3 wks. I think it may have been shipped today though. Their warehouse seems to be running short on supplies of popular items. Read machines and coils. Weston I have to believe that they don't stock to many of the stock coils because that would not be a big seller as everybody has one.

ML did send some promotional stuff to my dealer for me, backpack, digger and a hat. Don't know what all yet as I have not picked it up yet. I believe they are trying to do right by the customer, but are running behind right now. These do appear to be hot selling machines and coils. Add that to the hot selling coils and the broken coil ears and that will leave some items in a highly under stocked condition.

Just be prepared for a longer wait than most have been accustomed to.

These hot selling machines would put Minelab in the position of having a good problem. Selling everything they ship to the US and not having enough supply to sell more. Some times it can suck to be the best.

Thought I would share and believe to be close to accurate
Jeff
 
Hey weston I know how you feel. I sent my broken 10.5 DD 7.5 coil in on Dec 8th and I still haven't recieved the replacement coil yet.
 
I sent mine (9" stock coil) in between Christmas and New Years and received my new one about the second week in January.
 
I am sure they are coming ML has a history of quality customer service.

Jeff
 
I will be honest. I hope they do not get bad with the customer service. I read all the time about "other" manf having such great customer service. Let us all hope that in the long run they sort it all out. My dealer told me that some of the machines just could not be found anywhere. The high end gold units are scarce as snow in the desert, Beale.
 
I know you've only had your X-Terra a couple months. As such, if you bought it new from a dealer, I'd contact that dealer and see if they will send you a coil from their inventory, and work out the details with Minelab. Although your post indicates a problem with Minelab Customer Service, it seems to me to be more of a problem with product availability. Considering the 9-inch concentric coil at 7.5 kHz is standard fare with most new X-Terras, it could be that the replacement supply for the 9-inch concentric at 7.5 kHz is minimal simply because it is not in high demand as an "after the sale" accessory coil. But on the other hand, since it is the stock coil on all X-Terras, your dealer should be willing to dip into his stock and get you back detecting. JMHO HH Randy
 
I know that a few years ago, the service was good. Maybe not Great, but at least good. Things have gone down-hill fast in that department since then. I personally have not needed service from them in about 3 years, but know a couple people who own Explorer II's that have endured frustration with them. Let's just hope our machines keep working....
 
thank you whoever forwarded my message to minelab!!!:detecting: they emailed me and are calling me today!!!:thumbup:
 
n/t
 
ha i knew it was you Randy!!! thanks man!:clapping:
 
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