Minelab Warranty Repairs Now Being Handled By Corporate

[Sourdough Scott]

I received this email this morning that Minelab warranty repairs in the USA will now be handled by corporate in Chicago and not by Detector Center in Pennsylvania.  I'm curious why the change? 

[Chase Goldman]

Like it says in the email, call the repair center direct line and someone may tell you or @Keith Leppert may have some additional insight.

[Gerry in Idaho]

Minelab USA had a new headquarters as well.

"Dear Valued Minelab Partner, We are excited to announce the opening of our new US headquarters in Aurora, Illinois. As a part of this expansion, we will now be providing in-house service repairs for the US market from this location. We look forward to delivering exceptional customer service to our Minelab family of detectorists and our valued dealer partners.

As of January 1, 2024, all communications regarding service repairs will be directed through to the Aurora location.

The Aurora Authorized Service Center (ASC) will have the capacity to perform both warranty and non-warranty repairs.

We have added two exceptional customer care experts to the team, Jason Kucer and Nolan Miller, who will be happy to assist.

To better service all customers, Minelab now has three ways to initiate a service repair or technical support question.

Customers may contact the ASC by phone, email and now also via web form. Please feel free to contact us as below: • Telephone: 1-877-SOS-MLAB (1-877-767-6522) • Email: service@minelabamericas.com • Web Form: https://www.minelab.com/north-america-support Upon contacting Minelab a ticket will be generated, and the number provided. Please write the ticket number on the package when sending in the corresponding equipment.

The Customer Care team will also require the below information to expedite any repair services: - Full name - Return postal address - Contact phone number - Detector serial number - Fault description Equipment should be sent to the following location: Minelab Americas, Inc. Attn: Minelab Service 3565 Butterfield Road, Suite 121 Aurora, IL 60502 USA As of January 31, 2024, Detector Center will no longer be authorized to perform warranty repairs on Minelab products.

All repairs with Detector Center Repair should be completed and returned to customers by this time.".

Well I was personally hoping for a 2nd repair Facility, preferably one on the West side of US.

[phrunt]

It gets costly to pay a 3rd party to do your repairs as you grow or if you have an extraordinary number of faulty products.  Not only were Minelab paying for the parts, the return shipping, the paperwork and processing of repairs and the technicians hourly rate sometimes repairs cost more than the product is worth to them at manufacturer pricing.

A Pro-Find 35 going in for repairs to a 3rd party means they likely made a loss on that initial sale and I bet plenty of 35’s made their way in for replacement.

The leaky Nox scenario, broken ears and the 6000 fiasco cost them dearly and paying a 3rd party to deal with it makes it a double blow.

They are making a good decision doing it themselves especially if they plan to continue growth in the market.

 

[Keith Leppert]

Hello everyone -

It is true, Minelab is taking over warranty repairs and performing them “in house” going forward.  However Detector Center is not going anywhere…..  while we are not taking on any new Warranty repairs, we will continue to perform repairs on your favorite detector that is out of warranty.

We also are going to update the website so that some parts will be able to be purchased online.   That is going to be a few more days but that component of our website should be fixed shortly.

Don’t hesitate to contact us if you need something, either at the website www.detectorrepair.com or 814-283-4270.

Thanks!