Disappointed with Kellyco customer service

[Westernlegend1]

Maybe overseas contact is thru email because the phone would cost money.

 

[detectorboy]

It makes perfect sense to use email. It creates a paper trail, eliminates bad connections, accents, timezones and costs nothing...

 

[emt_24]

I ordered my first and only MD from KellyCo last Jan. and I had an absolute wonderful exp. I looked over their website and decided what I wanted. I called to place my order and the salesperson who helped me was very knowledgeable and didn't try to "upsale" anything. My MD arrived sooner than the quoted arrival time. As its been said, we all don't always have the same experience.

 

[shedncoin]

Lets face it, there's not allot of choices online for metal detectors. I can think of Kelly Co, TC Detectors, and maybe even Backwoods too. Some of the other ones I've been to seem a little sketchy. At least with Kelly Co, your more than likely not gonna get ripped off completely. Some of us dont have the option of a "good" MD shop close by. Where I'm at in Ohio, there really isn't much too choose from, except for a few that are run out of peoples garage. For selection of MD's and accessories, I have to look online. As long as they have a reputation for delivering the goods, Im OK with that. As far as customer service goes, I'm in the construction bussines, so Im used to people being impolite

 

[KellycoChick]

I understand the concerns and complaints voiced here and say thank you for posting. It is important for us to be able to identify specific problems so we can take steps to fix them. I will definitely be showing this thread to the management, to let them know there is an issue and that we need to get to work on it.

Having done customer service work in some form or another for most of my working life, I have learned that you can't please everyone all of the time. But that doesn't mean you shouldn't try.

I am always available to help anyone who needs it. I am not a sales person but I have worked for the company for more than 8 years, with the majority of that time being in the customer service department. If I myself cannot answer your questions, I will get the information you need. I can help with returning items, making purchases and most anything else you may need. You can send me a PM here, you can email me at [email protected] or you can call us up and ask for me by name or my extension, which is 153. I check the forums every day that I am in the office and my email is always open. I would like to be able to assist anyone who can use my help, all you have to do is ask.

Ms. Blaze

 

[Westernlegend1]

Hey KellycoChick do they have any water damaged treasure story books or ones on ghost towns in the warehouse? If so I'll use them to help forum members.

 

[InkDigger]

Nice to see KellyCo chiming in.

 

[Commander]

Kellyco has over 50 years in the industry with hundreds of thousands of satisfied customers. Trust, authenticity, transparency, active listening, and responsiveness are values of our company. I don't know exactly what happened in your specific case; however, you have my personal commitment to get to the bottom of this situation and correct the problem. You may contact me personally and I will see that your questions are answered to your satisfaction. On behalf of Kellyco please accept my most sincere apology. I may be reached via e-mail at [email protected] or at 1-800-327-9697. Frank Picón - Director of International and Domestic Sales.

 

[InkDigger]

WOW, another KellyCo rep on the forum? I like it! Shows awesome inititive!

 

[leatherneck]

A coworker ordered from kellyco a couple of months ago and had a great experience. Although I wish my transaction would have been as smooth I understand that the main problem was my machine is on backorder which is out of their control. I would recommend them to other people although I would advise calling to make sure they have what you want in stock. Before ordering from them. I tried to get information from several other dealers. However none of these dealers replied. At least kellyco is availible by phone and at least two kellyco reps are availble here.

 

[InkDigger]

I have been emailing back and forth with Patricia at KellyCo, in her last email back to me she was going to see about a discount to the forum members, but I havent heard back yet. Would be cool huh!

 

[Digmaster777]

Kelly Co

Hi, I bought a detector from them a special sale. The one i bought was on back order i paid with pay pal. 2 weeks no detector. I called them they due Xmas sales they were backed up. I Asked the salesman if i could change my mind he said yes. The one i bought was $199.00 The Ace 250 was $214.00 They said okay. I got the Ace 250 $199.00. That was great!! While thinking it over the next day i called them i ask if buy the sniper coil they said yes cost no shipping charge it came in my Ace 250 box. I was happy Thanks KellyCo. ron

 

[econoaddict]

My Kellyco experience.

The 20th of last month I decided to buy a new detector, I wanted a whites and checked with all the local guys, I live close to sweethome, oregon.
None were even close to kellyco pricing. So I called kellyco (the 27th) and asked about the items I wanted and was told it was all in stock etc... happy happy.

I put my order in on the 28th, early the next morning I get a call to verify shipping address, I figured awesome and asked again if the whole order was going out, yes was the answer.

So I hear nothing from then on, I call monday and ask if everything is ok. They say yes, why? Well I never recieved an email saying the order was processed or a tracking number. The girl acted like I was a weirdo for even asking about a tracking number, so she finally gave it to me.

Today my order shows up and gee, NO pinpointer. I call and am told it was out of stock and backordered. I let the lady know I was told TWICE that everything was in stock and shipped out. She puts me on hold to talk to her manager, 5+ minutes later she comes back and says they will ship one out to me, could take a week or two. I said no deal, not good enough. So now it is supposed to show up on monday. I am not holding my breath.

As a first time customer to Kellyco I can say I won't be buying my coils and other accesories from them in the future.
They lost me as soon as I figured out they were just telling me what I wanted to hear and not the truth.

 

[Drosera]

I have a bad feeling that the posts from the Kellyco reps in regards to the OP are a case of the squeaky wheel getting the grease and not a fundamental change in how they handle situations like this. I really hope I am wrong as I may decide to get a new detector in a few months, but time will tell.

My Kellyco experience.

The 20th of last month I decided to buy a new detector, I wanted a whites and checked with all the local guys, I live close to sweethome, oregon.
None were even close to kellyco pricing. So I called kellyco (the 27th) and asked about the items I wanted and was told it was all in stock etc... happy happy.

I put my order in on the 28th, early the next morning I get a call to verify shipping address, I figured awesome and asked again if the whole order was going out, yes was the answer.

So I hear nothing from then on, I call monday and ask if everything is ok. They say yes, why? Well I never recieved an email saying the order was processed or a tracking number. The girl acted like I was a weirdo for even asking about a tracking number, so she finally gave it to me.

Today my order shows up and gee, NO pinpointer. I call and am told it was out of stock and backordered. I let the lady know I was told TWICE that everything was in stock and shipped out. She puts me on hold to talk to her manager, 5+ minutes later she comes back and says they will ship one out to me, could take a week or two. I said no deal, not good enough. So now it is supposed to show up on monday. I am not holding my breath.

As a first time customer to Kellyco I can say I won't be buying my coils and other accesories from them in the future.
They lost me as soon as I figured out they were just telling me what I wanted to hear and not the truth.

 

[Metallian]

I have a bad feeling that the posts from the Kellyco reps in regards to the OP are a case of the squeaky wheel getting the grease and not a fundamental change in how they handle situations like this. I really hope I am wrong as I may decide to get a new detector in a few months, but time will tell.

Yeah, probably right. I've been getting TONS of attention from them now though! Their director of sales, Frank, emailed me and offered a sincere apology, which I appreciated, and he answered the questions that were previously ignored. He then insisted that I call him to try and work out a deal on a new Sovereign GT. I told him, through email, that I am not yet to the point of buying a new detector but I will consider Kellyco when the time comes. I then received several emails indicating that he is going to have one of his salesmen Tony help me out on setting up a "consignment purchase" and that I would be getting a great deal on the Sovereign. I guess my "not ready yet" message didn't get received.

The next day, I got a phone call at 8:00 AM(!!!) from Tony, trying to reach me to set up the sale. I doubt the rep I talked to a week ago really took down my number, so they could have gotten it from when I bought my Explorer several years ago.

I've gone from one extreme to the other. PLEASE don't call me again at 8:00 AM on my days off!

 

[skippers]

Hello, also from New Zealand. Kellyco ignored my 2 emails late last year. Spent $800 elsewhere in the USA

 

[KellycoChick]

Hello everyone.
I'm sorry I haven't answered sooner. I've been out sick and came back in today.

I apologize for the various issues that you as our customers have encountered when dealing with Kellyco. I can assure you that I have taken your concerns to the president of the company and I have been promised that these issues and shortcomings will be corrected and hopefully not repeated.

At Kellyco, we all want to do better. No one likes to hear negative feedback about their operation, but we do appreciate you all taking the time to voice your concerns. It's helping us to identify our problem areas and take steps to change what needs to be changed, to improve what we need to improve.

Ms. Blaze

 

[Jason in Enid]

IT sounds like your entire staff needs to be re-trained in customer service.

 

[Westernlegend1]

IT sounds like your entire staff needs to be re-trained in customer service.

Thats rather lumping everyone in one group and Ms. Kellycochick is trying to help.

 

[nightstalker]

Kellyco has over 50 years in the industry with hundreds of thousands of satisfied customers. Trust, authenticity, transparency, active listening, and responsiveness are values of our company. I don't know exactly what happened in your specific case; however, you have my personal commitment to get to the bottom of this situation and correct the problem. You may contact me personally and I will see that your questions are answered to your satisfaction. On behalf of Kellyco please accept my most sincere apology. I may be reached via e-mail at [email protected] or at 1-800-327-9697. Frank Picón - Director of International and Domestic Sales.

thats a stand up thing to do, and i'm sure appreciated by all here