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Minelabs Service???
- Thread starter mickfin
- Start date
PokerShark
Member
MHirschmann said:
I have reached out to Randy in a PM. I agree with you when it comes to Randy and his dedication to the hobby and this forum. Giving him a hard time is not my intention nor did I address him directly for the start. He chose to respond to my post and did so in a rather personal manner and I responded in kind. But I do respect and admire him because he is not only a man of words but also deeds. I happen to know that he has done much more for people in this forum than they will ever know and he will always have my respect and I will freely admit I regret some of my more pointed remarks toward him in the open forum.
The Shark
PokerShark
Member
mickfin said:
And that is how it is done. If you make a mistake as a company, you first admit it. Then you do what it takes to make it right. Well done Minelab, well done indeed.
The Shark
What I learned today........Minelab maintains very precise records as to when a package is received, what repairs were performed and when the package was shipped back. Call records are also kept for incoming, as well as outgoing, calls. With that in mind, I decided to try to "get to the bottom" of some of the posts made in this string, regarding a couple of the "service problems".
As to the matter of a customer being asked to take a photo of the "wrong headphones"...... the person who made the initial post said when they had him take a picture of the headphones "to prove it", it made him feel like he had basically been called a liar. (NOTE: he said it made him feel like he had basically been called a liar). As the sting of posts continued, his feeling that he had "basically been called a liar" evolved into others posting that he had actually been called a liar. The Customer Service Manager at Minelab Americas indicates that, as a function of quality control, they try to get pictures of the products that were received incorrectly. Not that they doubt the customer's word. But to find out if the product was labeled incorrectly or if the error was created in shipping. As to speaking to a customer in a derogatory manner..... I was assured they will not tolerate any of their employees doing so.
Another person claimed he had been without his detector for 17 days and counting. Minelab records indicate that they "received, repaired and shipped back" his detector in 5 days, including the Memorial Day weekend.
He also said he never got a call back from his conversation the day before...... records again indicate that a call was made to him that previous day, and an "update" message left on his voice mail. I was assured that returning customer's phone calls is one of their top priorities.
With these two specific matters "addressed", I've elected to edit or remove the posts that contained false accusations and misleading information. And, I have closed this string of posts from further comment. If you have legitimate service related problems, please contact Minelab or your dealer. If you want to have an honest conversation about the level of service that you've received, feel free to make a new string of posts. But make sure you include all the facts, before making your post. Thanks.
Randy
As to the matter of a customer being asked to take a photo of the "wrong headphones"...... the person who made the initial post said when they had him take a picture of the headphones "to prove it", it made him feel like he had basically been called a liar. (NOTE: he said it made him feel like he had basically been called a liar). As the sting of posts continued, his feeling that he had "basically been called a liar" evolved into others posting that he had actually been called a liar. The Customer Service Manager at Minelab Americas indicates that, as a function of quality control, they try to get pictures of the products that were received incorrectly. Not that they doubt the customer's word. But to find out if the product was labeled incorrectly or if the error was created in shipping. As to speaking to a customer in a derogatory manner..... I was assured they will not tolerate any of their employees doing so.
Another person claimed he had been without his detector for 17 days and counting. Minelab records indicate that they "received, repaired and shipped back" his detector in 5 days, including the Memorial Day weekend.
He also said he never got a call back from his conversation the day before...... records again indicate that a call was made to him that previous day, and an "update" message left on his voice mail. I was assured that returning customer's phone calls is one of their top priorities.
With these two specific matters "addressed", I've elected to edit or remove the posts that contained false accusations and misleading information. And, I have closed this string of posts from further comment. If you have legitimate service related problems, please contact Minelab or your dealer. If you want to have an honest conversation about the level of service that you've received, feel free to make a new string of posts. But make sure you include all the facts, before making your post. Thanks.
Randy