KellyCo not what it was 20 yrs ago

[RevFrye]

I purchased my third detector (Garrett) a number of years ago from KellyCo. Subsequently, a number a coils, pinpointers, tools, etc were purchased from them. EVERY interaction with them was always warm and positive. Always felt like they cared about serving and appreciated me being their customer.

Forward to 2017 and it's time to buy an upgraded detector. What a difference in the KellyCo culture. Every interaction this year has made me feel like I'm a bother. I spent +1000 on a new detector and they threw in a pinpointer. The detector arrived in 2 days. I love it! However, out of the box, the pinpointer was DOA. Called about it on Saturday (the day after it arrived) and no return label was provided until Wednesday. Add another 7 days for return time to KellyCo based on their carrier method. When I phoned to ask about the status, suggesting I pay a difference they would be comfortable with and exchange the DOA for a different brand. The attitude was pretty much they are only going to replace the item - "when all the procedures are taken care of".

It's too bad they don't have a better system for replacing DOA products, so you don't have to wait 2 or three weeks for a working item purchased.

Have others had a similar experience with this shift in service?

 

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[KELLYCO*SCUBA*CHRIS]

I would really like to reach out to you about this situation. I dont have any contact information for you via this forum. Please if you can contact me at your earliest convenience so I can touch base with you and get this settled in the most convenient way for you possible. Thanks.

 

[Mackaydon]

Quick response, Chris. I hope it works out well for you both.
Don.......

 

[ButteCo.Bedrock]

Yes, I've had a similar negative experience with Kellyco customer service recently that ended up costing me almost $60 in shipping for their mistake. I don't really want to bash them on this forum but suffice to say they will not be getting any of my business in the future.

 

[RevFrye]

Yes, I've had a similar negative experience with Kellyco customer service recently that ended up costing me almost $60 in shipping for their mistake. I don't really want to bash them on this forum but suffice to say they will not be getting any of my business in the future.

Bashing was not my intent. I was curious if my impressions were valid concerns.

 

[ButteCo.Bedrock]

Bashing was not my intent. I was curious if my impressions were valid concerns.

I do not think you were bashing and yes I think your impressions were/ are valid.

 

[RevFrye]

Talked with Chris. He promised a resolution and a call back. We will see?

 

[ButteCo.Bedrock]

Hope they will resolve your issue quickly!

 

[DiamondDan]

My very first interaction with their customer service was horrible. I know they have a reputation for being an outstanding vendor, but that wasn't my experience at all, unfortunately. I chose to give my business to someone else. Looks like they are concerned about making it right for you, however. Good on them.

 

[DeepseekerADS]

I bought my first detector from Kellyco, probably '82 - could be '83. I should look that up! I've kept all my receipts since the 60's. Sure takes up a lot of space!

And I've visited in their shop in Orlando. Good gracious! Their phones were constantly ringing, and their showroom is like a museum. Those are good people there.

You have their attention in the blur of their daily activity All will be well.

 

[Treasure_Hunter]

RevFrye has been taken care of per my phone conversation with Scuba*chris. Their customer service is not open on Saturday so nothing could have been started till the following Monday.

FYI substituting letters for curse words still violates our rules so please refrain from doing so.


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