Jump to content
  • Announcements

    • Steve Herschbach

      Archives Closed - New Forums   10/16/2017

      The old archive system has been closed and the threads moved to new forums. See the full forum listing here. Detailed explanation here.
Sign in to follow this  
Tnsharpshooter

Minelab Service Rep Seems Is Watching At Least Some Forums

Recommended Posts


The manufacturers do watch the major forums. Some participate visibly, some less so, but they are out there. One of the side goals on this forum is to provide constructive feedback for the manufacturers. That is one reason why I have no patience for brand bashing - it drives away people I want here.

 

  • Like 8

Share this post


Link to post
Share on other sites

Since we are on the subject of Minelab and service, I think I have some news I can pass on.

Anyone that has been paying attention would know that Minelabs service for at least the last year has been extremely poor in the U.S. I do not know how it has been in other countries but in the U.S. the main problem has been ridiculously long waits to get detectors serviced. I am not talking weeks, but months in some cases!

I had a chance to have some input on this and my response was simple. When you pay a premium price for something one thing you expect you are going to get is premium service. We are not talking just any old brand here, we are talking the highest priced premium performance brand on the market. And for the last year or two the brand with perhaps the worst service. People I know on this forum have had to wait for inexcusably long periods of time to get their detectors repaired and returned to them. The work done has been fine as far as I know, it is just the time that it is taking that is excessive.

Part of what happened was that over the past year or so, Minelab restructured their worldwide operations in both the distribution and service / repair areas. Unfortunately change that looks good on paper has some unintended consequences when it comes to implementation and this has proven to be the case.

Currently in the U.S., all repairs of Minelab products are being handled by Kellyco as an Authorized Service Center (ASC). Minelab has realized is that while the repairs are getting performed, they are not always being completed in a time frame that meets the customers’ expectations for a high-end piece of equipment. This is not a mark against Kellyco since they have a limited staff doing repairs for Minelab as well as other brands.

Minelab has committed to address and resolve this issue through multiple efforts. Adding additional ASC’s is one thing that will reduce the backlog time but that will take a little time to implement since there is setup time and training that will be needed to support opening other ASC’s in the U.S. Minelab is also planning to add more ASC’s worldwide to streamline the repair process and shorten the completion time. They are also planning on making select parts available through authorized dealers so that basic repairs can be performed locally rather than sending the unit in and waiting in line for something that could have been addressed through a simple part swap-out. That program is being finalized and is expected to be rolled-out by mid-year.

To sum up, Minelab is aware they have come up short as far as service goes and are now focused on improving the situation. It won't happen overnight but they are working on it. And yes, it did come about by watching forums and getting other customer input that the system was broken. They were listening. Now they have to follow through.

  • Like 7

Share this post


Link to post
Share on other sites

Over a year ago when I was living in the Chicago area temporarily, I visited the Minelab Offices there.

It is a modern, beautifully furnished office complex with engaging displays and helpful people. I did not think to look for repair facilities on the premises but (perhaps mistakenly), assumed they were there somewhere. It seems strange that Minelab would take the time and energy and money to set up such a great front office complex and lack the same energy and follow-through on their repair operation. I am sure they will want to remedy that as soon as possible. After all that is the side of the company we are most likely to come into direct contact with. 

  • Like 3

Share this post


Link to post
Share on other sites
7 hours ago, flakmagnet said:

Over a year ago when I was living in the Chicago area temporarily, I visited the Minelab Offices there.

It is a modern, beautifully furnished office complex with engaging displays and helpful people. I did not think to look for repair facilities on the premises but (perhaps mistakenly), assumed they were there somewhere. It seems strange that Minelab would take the time and energy and money to set up such a great front office complex and lack the same energy and follow-through on their repair operation. I am sure they will want to remedy that as soon as possible. After all that is the side of the company we are most likely to come into direct contact with. 

Yea thats something that I could not understand. When My CTX broke I called the Chicago facility because thats the facility that I was informed to contact. They sent me to Kellyco... Sent the machine to them. I was told two week turn around time. Great! I could wait 2 weeks. 7 weeks later I finally got the machine back. The messages I left at at Kellyco...weeks at 3-4-5  were not returned. Thats when I called my dealer and the very next day I got a return phone call from Kellyco. They were very helpful and fixed the machine but there was a time when I was wondering about the whole process. My solution was to buy a back up CTX in case it happens again.

strick 

Share this post


Link to post
Share on other sites
10 minutes ago, strick said:

My solution was to buy a back up CTX in case it happens again.

That'll teach 'em.

 

  • Like 4

Share this post


Link to post
Share on other sites

Thanks for sharing Steve.

I realize any piece of equipment even a detector model,,,will someday be not cost effective or sensible for a manufacturer to continue providing support.

There are still lots of explorer 2 units out there.

Minelab should strongly consider at least supporting their models repair wise longer than they have in the past.

Don't need to hear about parts problems, etc,,,for the reason(s) as to why they discontinue supporting.

This here what I'm talking about has drove some of their customers away.

If White's can do something similar here,,,Why can't they??

Maybe they (Minelab) will read this.

 

Share this post


Link to post
Share on other sites

I knew this and waited to send in my SDC until after the good prospecting season in my area was over. It was still usable as all that was wrong was that the headphone connection was non functional - the external speaker still worked fine. So I sent it in and was told they don't repair SDCs, they replace them. I got a new SDC in the mail. All OK by me, but seems over the top expensive to Minelab for a headphone jack repair - even if it is a special waterproof jack.

Tnsharpshooter - some problems occur with part availability. If your detector needs a new XYZ17 transistor, and the manufacturer stopped making them a year ago, the truth is that it can be near impossible to get additional obsolete parts like that. This situation affects all detector manufacturers.

Share this post


Link to post
Share on other sites
27 minutes ago, Reno Chris said:

Tnsharpshooter - some problems occur with part availability. If your detector needs a new XYZ17 transistor, and the manufacturer stopped making them a year ago, the truth is that it can be near impossible to get additional obsolete parts like that. This situation affects all detector manufacturers.

I agree parts can be a problem.

Seems I remember reading where the XS models were discontinued support for a parts problem.  I can live with that.  But what has happened since,,,,,explorer 2 support discontinued.  Another parts problem???? Yeah,,,if a manufacturer don't buy any spares,,,they will likely have this problem every time.  And maybe they shouldn't be looking at components here,,,but moreso boards,etc.. I see a pattern here,,I think,,and I don't think it is parts driven necessarily.  I mean,,,a manufacturer should at least state they plan to support a unit for xxx years as a minimum,,and try to stick to it.  Not make folks start treating their models of detectors like bic lighters.  Premium detector should get premium support. Both from a quality standpoint and a time standpoint.

This here subject,,,reminds me of another subject- extended warranty.

Could a manufacturer sell an extended warranty for reasonable price and take this money and buy spare parts??

Give folks piece of mind.

Even take a GPX 5000 model,,,or the CTX,,,not cheap by no means.  Would selling an additional 3 years of warranty for the right price,,,be popular???  Give folks the entire period of base warranty time frame to make decision and purchase.  Capital provided up front to manufacturer to buy parts.  Would maybe make folks more brand loyal,,holding on to their units,,,hence not buying a competitor's unit. 

Now a manufacturer does need their ducks in line to provide timely repairs over the period in question.

It is fascinating,,,I can go into Wally World,,,buy a far cheaper piece of electronic equipment,,,and be offered an extended service plan.

Share this post


Link to post
Share on other sites

Minelab's official policy is to support a detector for seven years after the discontinue date, longer if possible. All you can count on however is seven years. That policy has been in place for some time. http://www.minelab.com/usa/customer-care/product-notices/discontinued-products

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

Sign in to follow this  

  • Similar Content

    • By Steve Herschbach
      Things have been very quiet at Tesoro the last few years. There was a lot of talk about a new model, the Cazador, that finally just faded away. We did finally see the Tesoro Mojave introduction, and while it is a great little detector certainly not anything cutting edge. Delays are nothing new in the industry and it is certainly possible the Cazador will still appear. The lack of communication however leaves one feeling like Tesoro is just coasting along at this point. It did not help that Tesoro apparently declined to keep sponsoring the Tesoro Findmall Forum, and so it was renamed the Beep & Dig Detecting Forum. That being the case I decided when I revamped the forums recently that perhaps a new Tesoro Forum was in order for those who felt abandoned elsewhere. And so with that, welcome to the new Tesoro Forum at DetectorProspector.com!
      Official Tesoro Company Website
      Tesoro 2013 Catalog
      Tesoro Metal Detector Information Magazine

    • By nugget65
      Is Kellyco the only Nokta dealer????? I'm trying to locate one closer to me ...California area...
    • By nugget65
      I have never had a company treat me with so much respect and lightning fast response like Nokta has...
      A lot of companies could really use a schooling from Nokta on how customer relations should be conducted...
      I was contacted this morning by Dilek @ Nokta by message from this forum ..submitted my address and phone # ... NO PROBLEM!!!!
      just made my day over something as small as a piece of plastic...
      I'm still waiting on Fisher 4 mths now for a response to my repeated emails and phone calls... SMH
      thank you Dilek for ur excellent customer relations and service...
    • By Rick Kempf
      Saw this somewhere, a quote from Dave Johnson, currently Chief Designer at First Texas. Here's the quote.
      _____________________________
      We’re not a company who stands still. Over the last several years we have introduced a whole series of new products on several new hardware platforms, and have constantly advanced the science of target signal processing. In the future we plan to introduce new processes which, although they may “feel” like a member of the T2 process family, will operate on different principles and will produce results of a kind which are not attained by any metal detector presently available. -Dave Johnson
      Dave is dead serious.
      When he says "...will operate on different principles and will produce results of a kind which are not attained by any metal detector presently available" - i believe that he is saying that it is NOT a traditional Induction Balance or Pulse Induction plaatform, but something else.
      Can he do it? We don't know. But before we assume that this new platform will be the answer to everyones wish list, here's another quote from Dave - from March of this year.
      __________________
      "The good news is that I'm designing the perfect detector. The bad news is that almost nobody will like it."
      Now that's a quote to ponder. Hopefully it's Dave's way of saying that it will not be a detector which the average detector enthusiast will like, perhaps because it will be tightly focused on a particular "job to be done"? If that's the case, hopefully the job it is focused on doing is the job this forum is about.
    • By Steve Herschbach
      Last July (July 2014) Tim Mallory of First Texas made a post on a Facebook page. First Texas is the parent company of Fisher, the well known detector manufacturer. Fisher used to make a pulse induction diving detector, the Impulse, but it has been discontinued. Fisher stands out as a company with strong VLF prospecting detectors but also as the only "Big 5" manufacturer without a PI detector of any sort in the lineup.
      Fisher was also a leader in multi frequency detectors with the CZ series but has rested on the laurels ever since, with no digital version of the old CZ3D offered to date. It has been common knowledge for some time that Fisher has at least been working on a new PI and a new multi frequency models.
      Facebook post by Tim Mallory of Fisher (excerpts):
      Tim Mallory - I'm new to your group. I'm head of sales and marketing at first texas products, which owns fisher, teknetics, bounty hunter and two night vision companies, night owl and nivisys. We've got a lot of exciting new products coming down the pipe, starting with the f19, introducing right now, then an upgrade for the f75, in the fall, and then new super weather resistant machines on the mid to low range, in the spring.... Lots coming....
      Joe Trino - Is the water resistant machine dual feq?
      Tim Mallory - Joe, no. They are replacements for f2 and f4. They'll be a lot of machine for the money...but not multifrequency. We have a mf in the hopper and it has recently moved from research to development, but it takes a long time to innovate a new machine of this caliber.
      Joe Trino - Tim I love my cz21 I have dug a lot of gold and silver with it my only complaint would be the shaft is flimsy and could beef up the coil wires and headphones I feel confident I can keep up with any mine lab machine about time for a new fisher pi unit.
      Tim Mallory - Joe, we have 15 seasoned engineers. Still it takes 3 to 5 years to get a new platform to the intro stage. Let me just say, a PI is in the works.
      Dusty Willis - So I was wondering.... When is fisher going to get into the pulse induction business and come out with a pi machine for gold to compete with minelab?
      Tim Mallory - Dusty, it's on the bench. But still in research...arguably close to development stage...someday we will have a kick ass PI.
      I notice Fisher getting grief on some forums for "being late" with the new machines. The fact is however there has never been any hint of a production timeframe from Fisher. Units are always under development, and many never see the light of day. Anything under development can stop or go at any time for any reason. There simply is no reason to expect a new pulse induction or multi frequency machine from Fisher until they make an official announcement that a release date is near. Still, one can always hope, and I hope we see something one of these days. I would certainly welcome a lightweight affordable PI alternative to what is currently available. The CZ was always one of my favorite detectors, and a more compact lighter CZ would also be welcome.
      But I am not holding my breath!
×