mungass Posted May 28, 2021 Share Posted May 28, 2021 3 hours ago, phrunt said: Minelab Australia is always outstanding and they respond to emails very quickly, the NZ service agent is fantastic too (A&E Electronics). You took the right step contacting ML Australia when you were having troubles as it makes them aware subcontracted people or their own business in a different region isn't up to their high standards or are having difficulties for whatever reason. if you have no luck elsewhere contacting the place you purchased it from is always the best step. It sounds like Minelab Customer care in the US isn't functioning as intended and Minelab head office in Australia may not have been aware of that but will be now. yeah i,ve found Minelab in SA great .............. Link to comment Share on other sites More sharing options...
afreakofnature Posted May 28, 2021 Share Posted May 28, 2021 8 hours ago, Rob Allison said: Hey Phrunt, I think for the most part, it's this COVID crap here in the US. I work for a major company here in the US beyond running my business and 70% or better are still working from home. I think Minelab USA is in the same boat, many are probably still working from home, meaning less people potentially at the main office, repair center and such. I'm basing this off solely what is going on in the West Coast right now, USA. I read an article a few days ago about major companies struggling to get employees back to work. When you allow someone to stay home for so long, they don't want to return and many employees are claiming it's not "SAFE" to return to the work place! Rob Even if working from home they should have the ability to answer an email or return a phone call. Those two are supposed to be the easiest things to do working from home. That’s all we had to do for the first few months and it worked pretty flawlessly. But I’m also surprised because I’ve always had great customer service with the USA office. ?♂️ 4 Link to comment Share on other sites More sharing options...
Chase Goldman Posted May 28, 2021 Share Posted May 28, 2021 I don't know what is going on with Customer Care, they used to be responsive - so all the COVID working from home stuff is just speculation at this point. I DO know Keith and Company have not been working from home at the repair center. The only thing that has been slowing down the repair center is parts availability due to the screwed up overseas supply chain as a result of the pandemic and they are not unique in being affected by this issue. All customer care would do at this point is get you in direct contact with the repair center. Steve H. has enabled you to bypass all of that. If you can't get someone on the horn with a direct call to the repair center, then there is a legit problem. I have not seen anything in this thread that implies the OP has attempted that yet. 2 Link to comment Share on other sites More sharing options...
Keith Leppert Posted May 28, 2021 Share Posted May 28, 2021 On 5/27/2021 at 7:24 AM, Steve Herschbach said: Are you attempting to contact Minelab corporate, or the U.S. service center? They are two separate outfits, with actual detector repair sublet out to Detector Center. Detector Center is Keith Leppert of Ft. Bedford Metal Detectors. Good folks. Minelab “Customer Care” seems non-responsive lately, but Keith is normally on top of things. This is the Minelab U.S. service center: Detector Center 190 Oak Shade Road Alum Bank, PA 15521 Phone numbers are 630-401-8154 and 630-401-8159 email info@detectorpro.com These are the Corporate Offices: MINELAB AMERICAS INC 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 E: countermine@minelab.com.au for Countermine products Hello everyone - I saw the need to follow up on this for clarity. Detector Center is an independent but Minelab dedicated Authorized Service Center. This business is staffed by technicians who repair detectors, but Minelab's Naperville office handles the initial processing of your concerns and put the repair process in motion. To set up a repair, first contact Minelab Service at the following contact points: 877-767-6522 or service@minelabamericas.com The address to ship your detector after you first contact Minelab for initial processing: Detector Center 188 Oak Shade Road Alum Bank, PA 15521 Thank you everyone 7 Link to comment Share on other sites More sharing options...
Edward78208 Posted May 28, 2021 Author Share Posted May 28, 2021 I contacted Minelab America Customer Service and they have yet to return any of my calls. Not exactly my expectation of a positive Customer Service experience. Jason in Australia responded quickly. We finally received an email asking us to send the unit in for service. However, there has been no return phone call. Minelab America i We have called the call the phone numbers provided on the Minelab web page that you posted. No return calls yet. 1 Link to comment Share on other sites More sharing options...
Steve Herschbach Posted May 28, 2021 Share Posted May 28, 2021 1 hour ago, Keith Leppert said: Hello everyone - I saw the need to follow up on this for clarity. Detector Center is an independent but Minelab dedicated Authorized Service Center. This business is staffed by technicians who repair detectors, but Minelab's Naperville office handles the initial processing of your concerns and put the repair process in motion. To set up a repair, first contact Minelab Service at the following contact points: 877-767-6522 or service@minelabamericas.com The address to ship your detector after you first contact Minelab for initial processing: Detector Center 188 Oak Shade Road Alum Bank, PA 15521 Thank you everyone Hi Keith, Thanks for the clarification. I did not want to see you getting tarred for Naperville's lack of response. But it does set up a Catch-22, where people can't get service from you, due to inability to make the initial contact with Minelab. 3 Link to comment Share on other sites More sharing options...
Steve Herschbach Posted May 28, 2021 Share Posted May 28, 2021 OK, this is weird. I just got a message left on my phone from Minelab 601-401-8150 from Axel? Returning my call about an Equinox problem? Are they trying to call OP but accidently calling me? I have no idea how the guy got my number, or why I got the call. Am I being trolled? All too odd. 2 1 Link to comment Share on other sites More sharing options...
Popular Post Gerry in Idaho Posted May 28, 2021 Popular Post Share Posted May 28, 2021 As a Senior Minelab dealer with many many customers, I get more calls/emails than most about the Customer Service Issues we are going thru right now. I have to agree 100% with the customer on this go around. Yes Minelab USA Customer Care Service team is not running as usual, but which company is? But I also feel, - If Minelab is going to be the big dog at the show and the proud company they are with record sales/profits, I feel they need to have the man/woman power to back it up and we (Minelab) have to take the good we create and accept the bad when we fall behind and fail, which I feel right now. Yes we are behind... but who expected records sales of detectors due to a worldwide Pandemic? Trying to hire someone right now is almost impossible. So here is my temporary solution and I can't do this every time someone has an issue. Edward, give me a call, Gerry's Detectors in Boise, Idaho 208-345-8898 and I can get a loaner coil sent out to you today (if you are in the United States). We'll need to step it up a little as it's already 3PM. When the rest of my Minelab Team in Customer Care gets you taken care of then send my loaner coil back to me. Hope this puts a little ease to the situation and we can all enjoy this special holiday. 11 Link to comment Share on other sites More sharing options...
Gerry in Idaho Posted May 28, 2021 Share Posted May 28, 2021 26 minutes ago, Steve Herschbach said: OK, this is weird. I just got a message left on my phone from Minelab 601-401-8150 from Axel? Returning my call about an Equinox problem? Are they trying to call OP but accidentally calling me? I have no idea how the guy got my number, or why I got the call. Am I being trolled? All too odd. Like I said, Customer Care is short staffed and a little stunned right now. At least they are trying now and that's what is most important. 1 1 Link to comment Share on other sites More sharing options...
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