Minelab Customer Service - No Joke

[Gerry in Idaho]

I've been selling Minelab detectors for 20+ years and most of the major brands as well.  One of my biggest gripes was their Customer Service and how crappy it actually was.  I do not expect miracles, but when other manufactures can have a detector fixed and returned within 2 weeks, why did Minelab need a month and sometimes 2 or even 3 months?

At the last Minelab Conference I was promised things would change and the new man in charge would get things going in the right direction.  Phil Beck was the name given to take over.  I can honestly say that this promise has been met with all smiles.

I sent a clients GPZ-7000 in for repair and was notified by my shipping supplier the day it arrived.  That afternoon I received an email from the Service Center in PA.  Later that afternoon I got a call from John (the service tech) who informed me of the fix and that he wanted to speak with me to double check if there were any other issues before he sent it back.  I was quite shocked at their speed, desire to make it right and professionalism. The next business day my detector was headed back to me with an email showing Tracking info and a few days later I had it in my hands.

Folks this was Same Day Customer Service from a REPAIR FACILITY.....  Heck, if this is what I have to get accustomed to, then it is now up to the other manufactures to get even better.  Actually I realize it is not possible to get much better than what they do and I am ok with 1 or 2 weeks. 

But for Minelab to go from shitty ass last (and they were for many years) to fighter jet FIRST FAST and even take the time to call me?  I'm speechless (me... never), and very impressed and happy.

Thanks Peter for selecting Phil Beck to be the one to tackle such a huge thorn.  Thanks John at the Service Center in PA for being a Professional.

 

[Guest Tnsharpshooter]

Yes, reports on forums seem to reflect Minelab has really gotten their act together.  Kudos to them.  Keep it up Minelab.  Customers and future customers really find this attractive.

[afreakofnature]

Minelab for sure has great customer service.  I can attest to that.  Last week I sent my Zed in because the GPS didn’t work.  They received Monday and I got a call yesterday saying it was fixed PLUS replaced my faceplate since it was scratched up.  How cool was that!  I have called in the past because I lost parts to my harness and they just sent me new ones at no charge, due to my own fault!  When you call the Minelab office the ladies are great there, they first try to trouble shoot, but not much, they know we mostly know our machines, then give you the repair number to send to the center.  Only downside is you have to pack and ship on your dime, small price I’d say to pay, and they ship back on their dime.  Just keep in mind they use your box and packing, so pack it good ?. I’m a minelabber for life first based on great detectors, second from this fantastic customer service.

[strick]

Well thats good to hear...couple years ago it took them about 3 months to get my CTX back to me. Probably would have taken six months if I had not complained to you and then you called them (kelyco) and got the ball rolling. I got a call the next day from the dude fixing it. Before that I had left at least 4 messages without a return phone call...This is another good reason to buy from a reputable dealer who buys lots of their machines. 

strick

[Lone Star Digger]

I am a new Minelab customer, so this is very encouraging to see!

[cdv]

Equinox sent in on a Friday,  received on Monday, phone call Monday afternoon to me from the repair center saying it was in the mail for return. Received on Thursday, less than a week turnaround. Kudos to the repair facility!

Cliff

[kac]

So they fire Thomas Bozek that gave a hard time over a lousy pin pointer? The replacement is flaky and I need to turn it off then restart it often or it just keeps sounding off even on minimal setting. About ready to RMA it again.

[robin]

In Europe customer service was alway excellent.

They did close the Irish repair centre a couple years ago and put it out to agents in different countries.

The one I have used again is excellent.

[AllenJ]

I had to return my less than a month old GM1000, it was rebooting every few minutes without user input.  I contacted Minelab via email and had a response that day.  Over the next few days we went through some troubleshooting steps, when those suggestions did not help I was told to ship my detector to them and a shipping label was provided.  Due to the detector being less than 30 days old they did a replacement rather than making me wait for repair.  I had heard the stories of how bad Minelabs customer service used to be but it does appear they have made significant improvements!

[Randy Lunn]

A few years ago I had a major software download problem issue with my GPZ. Phil Beck handled the situation quickly and efficiently with thoughtfulness and concern for the customer experience. He is a pro and a good guy.