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Sovereign and excallibur repair manual
- Thread starter mike k.
- Start date
GeorgeinSC
Well-known member
I sent an email to customer no service and got a reply in a couple of days. Told the young lady exactly what I thought about the Lack of action on the Part of Minelab to correct the situation. I told her that it was obvious that Minelab does not care for the customer once the machine is out of warranty.
She disputed my assessment of the situation. She claimed that Minelab is very concerned about the lack of repair service. However she did not tell me what action (if any) is being taken to correct the problem.
I told her that there is no way that I would purchase a Minelab Detector until they take drastic action to cure the problem. I have a friend who was planning on getting the SDC 2300 and he feels the same way that I do. Until such time as sales start dropping Minelab is not going to do anything
She wanted me to call her as she "doesn't like to communicate via email". In other words she is not going to put anything in writing that we might be able to point to at a later date.
I spent over 13 years in Retail and I have never seen worse customer service by any manufacturer.
I just checked and I have inadvertently deleted the email with her telephone number.
She disputed my assessment of the situation. She claimed that Minelab is very concerned about the lack of repair service. However she did not tell me what action (if any) is being taken to correct the problem.
I told her that there is no way that I would purchase a Minelab Detector until they take drastic action to cure the problem. I have a friend who was planning on getting the SDC 2300 and he feels the same way that I do. Until such time as sales start dropping Minelab is not going to do anything
She wanted me to call her as she "doesn't like to communicate via email". In other words she is not going to put anything in writing that we might be able to point to at a later date.
I spent over 13 years in Retail and I have never seen worse customer service by any manufacturer.
I just checked and I have inadvertently deleted the email with her telephone number.
Cindy from Minelab ,says on this forum , that if you have any minelab concerns ,or questions , just email her ?? Well I did that , to find out why there was not a minelab repair depot for excalliburs in the northern U.S. ,or Canada . She DID NOT return the email . Maybe she does not have an answer for that question . ( excal still not fixed , after 5 months wait )
Good morning,
I find it very concerning that I have not been able to locate the email you speak of, I am always more than happy to assist with any concerns. Could you please verify when the email was sent, to what address, and what email address you sent it from? Did you verify it was sent to the correct email address? If you still need assistance please either call us at 877-767-6522 or email service@minelabamericas.com.
I find it very concerning that I have not been able to locate the email you speak of, I am always more than happy to assist with any concerns. Could you please verify when the email was sent, to what address, and what email address you sent it from? Did you verify it was sent to the correct email address? If you still need assistance please either call us at 877-767-6522 or email service@minelabamericas.com.
GeorgeinSC
Well-known member
What good is it going to do those of us who have waited and waited and then waited some more for our machines to be repaired to call and talk to a "Customer Service Type" who's job it is to try to make us feel better about the lack of service from Minelab after our machines are no longer under warranty.
Minelab has had a Year (365 days) to take action and so far all we hear is talk and no concrete evidence that Management really cares.
My machine has been in the shop 16 weeks today. Mike K has had his machine there even longer.
On one of the forums a Minelab owner said he was told that it would be 7 to 8 weeks. Seems that maybe someone down at Kellyco is confused.
I spoke to a Gentleman who repairs metal detectors. He told me that he had not only been in contact with Minelab USA but had also talked to Minelab Australia and was told that they would not sell him parts to repair minelab machines.
I have absolutely no reason to doubt the veracity of the gentleman's statement based on the lack of action by Minelab to correct the absolute worst customer service in the world.
Minelab has had a Year (365 days) to take action and so far all we hear is talk and no concrete evidence that Management really cares.
My machine has been in the shop 16 weeks today. Mike K has had his machine there even longer.
On one of the forums a Minelab owner said he was told that it would be 7 to 8 weeks. Seems that maybe someone down at Kellyco is confused.
I spoke to a Gentleman who repairs metal detectors. He told me that he had not only been in contact with Minelab USA but had also talked to Minelab Australia and was told that they would not sell him parts to repair minelab machines.
I have absolutely no reason to doubt the veracity of the gentleman's statement based on the lack of action by Minelab to correct the absolute worst customer service in the world.
Hello George,
I understand your frustration and I can earnestly say Minelab does care and we are working to resolve these issues. Please allow us to help with your individual concern, in regards to your repair. Once we have communicated and I have the details of your repair, I will sincerely try to assist to the best of my ability. I believe I responded to your email previously asking if you could please call the office so we could speak one on one further. Because it has been my experience with some customer concerns a resolution can better be achieved through this form of communication. Please feel free to either call 877-767-6522 or email service@minelabamericas.com
I understand your frustration and I can earnestly say Minelab does care and we are working to resolve these issues. Please allow us to help with your individual concern, in regards to your repair. Once we have communicated and I have the details of your repair, I will sincerely try to assist to the best of my ability. I believe I responded to your email previously asking if you could please call the office so we could speak one on one further. Because it has been my experience with some customer concerns a resolution can better be achieved through this form of communication. Please feel free to either call 877-767-6522 or email service@minelabamericas.com
Email was sent to you (Cindy/ minelab) on Jan. 24th , at 9: 47 am . I still would like to know why there is no repair depot in Canada or northern U.S. , for excallibur . I was thinking of getting a new Excallibur 2 , but am afraid if it ever broke down , how could I wait 6 months or more for a fix ,after spending a lot of hard earned money on your product.
AngerManagement
New member
Like many things...
A risk between User replacement Vs Litigation
And then the DIY people that think they can and can't... How hard can it be !!!! I could tell you story after story and OBN could tell you 1001 more...
Give me a machine out of warranty and if not a board or coil problem = easy as. Some parts may be custom made (ML will not provide) but in general the basic repairs are like bread and butter to a few experienced/qualified tecs.
Now give me a machine that Mister FB user/google has had a go at and I am feeling like I just hit the trenches at Flanders in WW1. And I am sure OBN know what I am on about.
Step one can be a strip and rebuild with known parts to a standard system and go from there - Other times it is shock and horror and wire cutters OR you find that the main board has been fried OR it had water in it since it failed and they just got around to getting it fixed...
SO for many reasons; I can understand why ML choose not to provide many parts for the DIY... Still it is a pain when you have to become a manufacturer to perform what should be a simple service/repair of a simple breakdown.
Just my 2c worth...
No service manual needed - Simple system... Just need access to a few select parts
A risk between User replacement Vs Litigation
And then the DIY people that think they can and can't... How hard can it be !!!! I could tell you story after story and OBN could tell you 1001 more...
Give me a machine out of warranty and if not a board or coil problem = easy as. Some parts may be custom made (ML will not provide) but in general the basic repairs are like bread and butter to a few experienced/qualified tecs.
Now give me a machine that Mister FB user/google has had a go at and I am feeling like I just hit the trenches at Flanders in WW1. And I am sure OBN know what I am on about.
Step one can be a strip and rebuild with known parts to a standard system and go from there - Other times it is shock and horror and wire cutters OR you find that the main board has been fried OR it had water in it since it failed and they just got around to getting it fixed...
SO for many reasons; I can understand why ML choose not to provide many parts for the DIY... Still it is a pain when you have to become a manufacturer to perform what should be a simple service/repair of a simple breakdown.
Just my 2c worth...
No service manual needed - Simple system... Just need access to a few select parts
jtalley007
Active member
I may be wrong but Whites used to sell anything you needed?
There will always be do it yourself guys and the majority that would never try repairing their machine themselves.
Very few companies in any business ever seem to do anything logically.
I know Minelab is trying to resolve things they can directly, I had a 3030 coil replaced under the warranty and it was a fairly simple process taking 2 weeks Maximum from start to finish.
So for minor things or things they can or will exchange they are finally stepping up to the plate.
Naturally out of warranty stuff is a whole different ballgame.
There will always be do it yourself guys and the majority that would never try repairing their machine themselves.
Very few companies in any business ever seem to do anything logically.
I know Minelab is trying to resolve things they can directly, I had a 3030 coil replaced under the warranty and it was a fairly simple process taking 2 weeks Maximum from start to finish.
So for minor things or things they can or will exchange they are finally stepping up to the plate.
Naturally out of warranty stuff is a whole different ballgame.