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Kellyco No Longer Services Minelab - New Minelab Service Centers

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https://www.minelab.com/usa/go-minelabbing/news?article=320105

02 Oct 2017

KellyCo Authorized Service Center Closure

Minelab and KellyCo would like to announce changes with our Authorized Service Center Program.  Effective immediately, KellyCo will no longer service Minelab Metal Detectors.  Minelab would like to thank KellyCo for over 6 years of dedicated service and customer care afforded to Minelab and its customers.  Although, no longer a service center, KellyCo remains a dedicated and premier Authorized Dealer.

Moving forward, Minelab will be the central contact for all Warranty and Non-Warranty repairs, with two Authorized Service Centers, ASC West and newly added Detector Central .  Please contact Minelab directly for all service issues (in and out of warranty) as well as Technical Support.

The Americas (North & South)
Minelab Americas Inc
Sales, Support & Service

123 Ambassador Drive, Suite 123
Naperville, IL  60540, USA

Customer Care:
1-877-SOS-MLAB (1-877-767-6522)
Toll Free: 1-888-949-6522
T: 1-630-401-8150
F: 1-630-401-8180
E: service@minelabamericas.com for Service
E: info@minelabamericas.com for Consumer products

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From Kellyco:

”We have an important announcement regarding the Kellyco Authorized Repair Center. We will no longer service Minelab Metal Detectors. We are very thankful for the 6 years that we could help assist Minelab and it's customers. Even though we are no longer a service center, we will still remain a premier and Authorized Dealer. Moving forward, Minelab will be the central contact for all Warranty and Non-Warranty repairs, with two Authorized Service Centers, ASC West and newly added Detector Center. Please contact Minelab directly for all service issues (in and out of warranty) as well as Technical Support.”

Please be sure to contact Minelab first for a RMA (return material authorization) number prior to sending in your repair! You can also contact Minelab at service@minelabamericas.com and our customer service line is 877-767-6522.

Detector Center
190 Oak Shade Road
Alum Bank, PA 15521
Phone numbers are 630-401-8154 and 630-401-8159

Detector Center is a new enterprise set up by Keith Leppert of Ft. Bedford Metal Detectors. Good folks and has to be an improvement. Service is really something Minelab has had ups and downs with in the U.S. (by all accounts service in Australia is great) and hopefully after a down period things are on the way back up again.

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I heard in France it is la merde............

 

 

RR

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Thanks because I have an SE Pro in the fix it works between the two places now.  I had wondered why I got an RMA on something Kellyco was fixing.  I guess the new system will take a while to get techs and old parts.

Mitchel

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For what it's worth, one of my Explorer SE Pros went on the fritz last Saturday -- it showed an "overload," and was giving the overload tone like you get when detecting a large shallow metal item.  But it was stuck in that "overload," it would not quit.  I tried a million things (factory reset, disconnecting the coil, removing the battery and using a new one, etc.) but to no avail.  So I emailed Minelab at service@minelabamericas.com, and early Monday morning I had an RMA number and an address to mail it to -- "Detector Center" in Alum Bank, PA.

So, I FedEx'd my machine Monday, and they received it today; FedEx tracking showed it dropped off at 11:21 AM. At 12:07 PM EDT, I got a text message from Detector Center saying that they had my machine, gave me a ticket number, and said I would get updates "as they happen." I also received an email at 12:07 PM EDT. In this email, they outlined/summarized what I had written in the letter as being the problem I was having with the machine (to let me know that they understand the problem -- the "overload" I described -- that they were looking to troubleshoot). They said they would provide me an update as soon as they had diagnosed the issue, and to contact them if I had any questions.

A short while later, I sent them an email, asking them to call me because I had something I wanted to mention to the repair tech. They called me within 45 minutes of me sending the email, with the machine already taken apart and in the hands of a Minelab technician on the bench; they said they'd let me know when they had diagnosed the problem.

At 2:05 PM EDT, got another call from Detector Center. The detector was finished/repaired. Wow! They said they would be shipping it back out this afternoon via FedEx. Just over 2 1/2 hours from the time FedEx dropped off the machine, until the repair was completed? And back in the mail to FedEx on the same day it was received? I am impressed.

Problem was with one of the coil wires inside the control box housing; it was rubbing on something on the PCB, either a small soldered-on component, or else a "sharp edge" of the solder joint itself. It rubbed all the way through the outer insulation of the wire, to the conductor itself. In any case, they fixed the wire issue and bench tested -- no more overload signal, all is working properly. They charged me only a labor charge ($37.50), plus return shipping cost -- total out of my pocket (a non-warranty repair), $60.

Very, very impressive.

Kudos, Minelab!

Steve

 

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That's got to be the best Minelab service I've ever heard of. Usually it's "the PCB has to be replaced" $300 please. 

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I have an SE Pro that is in there that they can't fix (well they can but it costs more than a used one) so I'm not fixing it.  This new center is very much better than the old one.

I'm in the market now for a used, WORKING SE Pro.

Mitchel

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Mitchel --

Just a thought, since I was thinking the same thing if mine wasn't fix-able...

Since you have everything you need BUT the control box, you could find the best deal you can on a used one, then "part it out," selling all but the control box, and re-coup some of your money.  A Pro coil can be sold for $100 or so plus shipping; lower rod $35-ish, upper rod $30 or so, rechargeable battery (if good) $30 or so, arm cuff $20 or so, AA battery pack $20 or so...you can re-coup at least some of your investment -- at least $225 or so, which would help.

Steve

 

 

 

 

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Steve,

That is very true.

I have a new, French language eTrack brain and screen I could sell now!  I won it in a raffle a few years ago at a Minelab outing and I never used it.  When the SE Pro was having problems I went to the box and found it was a Euro and we can't read it but the controls are similar.  We'll figure out something.

Mitchel

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Seriously bad management by Minelab to lose Kellyco and Lunatek in Europe within weeks, something suggests to me that these guys were let down by Minelab and I heard from a friend Lunatek terminated the contract with Minelab due to Minelabs breach of contract and then Kellyco who apparently had no contract ( what a joke) within weeks pulled the plug as well.

I have approached both businesses for feedback but none has been provided, I suspect more to this story.

A dam shame having used both Kellyco while in the USA and Lunatek in the EU for  GPX repairs and found the service very good, Dave Spenser was really on the ball and Alex at Lunatek was really helpful they will be missed as others I have tried were frankly useless.

Good luck to the new service centers and be careful!

Simon Tench

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