CTX acting up

[Drjohn71a]

Didn't mean to light a fire there, JAS, just used to minimizing variables in evaluations... I have no horse in this race. Do whatever you feel is best. I'll be reading since someday I may be in the same boat.

 

[nolanation]

It was shipped from here in Houston last Friday and with all the snowy weather in the Chicago area I would doubt it has arrived there. I dont know if I get a notice or not but will check.

Drjohn71a "Diagnosis requires a controlled environment. Having someone send signals from an unregulated environment using non standard targets with uncontrolled motions would be of little help."

My glass is always half full. I am not trying to be argumentative or start a 'whizzing contest", just posing a possible online 'problem solving' function. There is a way to do everything! The "controlled" part is very simple. I did not envision any 'uncontrolled motions", non-standard" etc.. I simply meant run a diagnostics of the computer inside the head unit and see if it has an issue. They only specified sending back the "control head", not coils, shaft, etc.. I could do the EXACT same thing at home that they are going to do at the service center! Plug it into a computer and run some online diagnostics on it. I doubt seriously if someone there is going to have some sort of mechanical robotic arm precisely waving a target in front of anything. My point in the idea is to save a bit of time and money by using some sort of online diagnostics that could determine if there is an internal electronic tuneup adjustment that could be made without the shipping costs, lack of detecting time, and to get a better customer service system going.

Almost every computer made today has a software running in it that can be 'trouble shot' via the internet and if there is an issue it can be easily uninstalled and re-installed. A corrupted file can be easily re-installed. It aint rocket science.

Sigh. You didn't read my post. The CTX is not keeping track of errors, nor knows anything is wrong. Call minelab with your idea, and they will shut you down pretty quick. It is more "rocket science" than you think it is. It's better to keep troubleshooting out of the hands of people that think they know what they are doing.

 

[jas415]

Nolanation, I have no idea why you choose to attack me with your condescending and demeaning remarks as I did not make any comment directed to you or about any of your comments. Nor did I attack anyone else's comments, I merely tried to explain my idea on an online "diagnostics' test.

Your two responses attacking and demeaning another persons post harm what I believe is the intent of the forum,. This is a CTX forum about the machine and issues, programs, etc., and I would hope that positive comments made in that spirit would be not only allowed, but encouraged. Your demeaning comments and personal attack regarding 'thinking they know what they are doing' is, in my opinion, uncalled for and just plain out of line! Now. others reading your comments may think 3 or 4 times about posting any of their ideas or their thoughts about the machine because they will just not want to tempt people like you to demean their comments or the person themselves! "Sigh"!

Moderator, you may delete me or ban me as you see fit. But no person should have to suffer personal attacks for posting comments that are entirely within the scope of the forum.

 

[nolanation]

I was not attacking you or referring to you at all when I made that comment. I am referring to people in general that would end up screwing up their machine beyond repair and voiding all warranties, because they were trying to apply an at home repair. Sorry if I offended you. I just want others to realize that ideas like this are not that easy at all. Minelab is a business, and if this was at all feasible and would save them time and money, they would already be doing it. They don't want to deal with shipping, wait times, phone calls about "Where is my detector?", and repair delays just as much as we don't, but it is the best way to handle it. I have seen several remarks on here about, Minelab should do this, and make this happen, and while I do feel they left us hanging dry with the update situation, there is just more to these ideas than a few clicks of a computer mouse. Again, sorry if you felt attacked.

 

[trojdor]

It was shipped from here in Houston last Friday and with all the snowy weather in the Chicago area I would doubt it has arrived there. I dont know if I get a notice or not but will check.

jas415,

You should get an email from ML customer service when it's 'checked in', and they'll send you another one in a few days when they fix, test, and ship it.

You can always call, but I'm the kind of guy that doesn't want to bother the dude fixing my machine.

Hope they get you fixed up, like new.

mike

 

[jas415]

Tks Mike, Havent gotten anything yet. Yeah, I agree on the 'fixing' part.

 

[Choc-Minelab]

Something that I did not know and may be of general interest to others. When I called to get a RMA #, Minelab provided a ship to address in Winter Haven, FL. I called today to make sure they understood my machine lockup issue and the person answered "thank you for calling Kellyco". Thought I dialed the wrong number. They told me their an authorized Minelab service center. Did not know they had contracted with a retailer to do service. Guess Kellyco is really big.

 

[nolanation]

I shipped mine to Florida originally, and was told they do NOT work on CTX's after it got there, and they had to reship mine to Illinois. Hopefully that has changed.

 

[jas415]

Mine arrived in Chicago 2/4/15 at 1126 AM. Kellyco, in Winter Haven, repaired my E-trac and got it back to me in 8 days. I assumed it was because I had a Kellyco 5 yr warranty on it. They put an entire new top on it. Screen, housing and innards. It was locked up and no matter what I did it would not unlock/unfreeze. Turn it on and the screen was frozen. Could not change it in any way. Took batt out, back in, power reset, everything and no luck. Even did the plug in the pc and it still was frozen screen with numbers and display. I called them and they had me do some of the same things and finally provided the shipping numbers stuff. Good service actually.

 

[Choc-Minelab]

Jas415,
Any update for your machine issue?
Talked to winter Haven (Kellyco) and they are waiting for repair parts to arrive. They received my CTX 3 weeks ago. The technician said he is replacing the electronics and coil. Hope they have made fixes to the new replacement parts.

 

[jas415]

I called yesterday, the 19th (actually I called 3 times [over 4 days] and got a voice mail twice), reached Nadia and she said it would be 'longer' than the 'normal' 15 business days' as it was winter and it seems that everyone that is shut down by the winter is having any and every issue with their machines looked at. Hopefully within the next 14 days or so, as the F75 I got in November seems to have a factory defect in it also and needs the motherboard replaced. They cured the emi issues but on the first production models in November many of them had a bad board causing a dramatic loss of depth.

 

[AngelicStorm]

I called yesterday, the 19th (actually I called 3 times [over 4 days] and got a voice mail twice), reached Nadia and she said it would be 'longer' than the 'normal' 15 business days' as it was winter and it seems that everyone that is shut down by the winter is having any and every issue with their machines looked at. Hopefully within the next 14 days or so, as the F75 I got in November seems to have a factory defect in it also and needs the motherboard replaced. They cured the emi issues but on the first production models in November many of them had a bad board causing a dramatic loss of depth.

Hope it turns out well for you. I am still waiting on them to fix mine. Looks like you answered a few things about the wait times for everyone who reads this and are also wondering.
Thanks.

 

[Choc-Minelab]

Got my machine today. Weather is bad for next couple of days so want get to test the repair in the field. All is good on the bench. Took 3 wks at Winter Haven to repair. I guess they are swamped this winter. Repair technician was really nice and knowledgeable when I spoke to him.

I have been following you and AngelicStorm posts to see how Minelab's repair service handles both of your issues. Please post your results and opinions of customer service.
Kurt

 

[AngelicStorm]

Got my machine today. Weather is bad for next couple of days so want get to test the repair in the field. All is good on the bench. Took 3 wks at Winter Haven to repair. I guess they are swamped this winter. Repair technician was really nice and knowledgeable when I spoke to him.

I have been following you and AngelicStorm posts to see how Minelab's repair service handles both of your issues. Please post your results and opinions of customer service.
Kurt

I will. When did the technician contact you before they got done?

 

[jas415]

"I have been following you and AngelicStorm posts to see how Minelab's repair service handles both of your issues. Please post your results and opinions of customer service.
Kurt " Opinions about Minelab service! To me Customer Service is all about keeping the customer in the loop, informed and aware of the process. It my well not make the process go any faster but it sure gives me the knowledge they are working on ti, and there is and end in sight. In the conversation with 'Nadia' it was no firm date or expected date, just "we are busy and the expected turnaround of 15 business days is quite a bit longer". I get the impression there are only 2 or 3 people that work there. On my original phone call regarding the machine Nadia told me "the tech was not in that day"!

The exact opposite of Minleab service is the service the Fisher folks are showing with the F75 I have. I called them about Feb 6 or 7, dont recall the exact date, and talked with the tech about lack of depth on my new 11-14 build date F75 SE. In less than 5 minutes I was told to send it in, and the RMA and other information was in an email to me. Got the email and as I had no CTX continued to use the F75 til yesterday and sent it back for a repair. Here is the major difference in the service. Fisher not only sent me the email within 5 minutes, but sent three emails since that date including 2 from the National Sales Manager, Gene Scullion, the latest saying they had not received the machine and had I sent it in. On the email was a copied email from the sales manager to the tech to let him know my machine was coming in and to make sure it was fully repaired, tested and I was kept informed of the repair and shipping date.. Granted that may well not make anything happen any sooner or the outcome be any better but at least I get a feeling the company cares about me as a customer.

Minelab makes great machine but their customer service is in another world and it is not a good world from this customers perspective. .This is my first experience with the Illinois center as the other was with Kellyco in Fl, on an E-trac. Kellyco kept me informed, and it was back in less than 10 days. IMHO Minelab needs another warranty service contractor in the Texas/Ok area and one in Ca.

 

[AngelicStorm]

This makes me wonder about mine in where I shipped it. I shipped mine to Lisle, IL where Minelab Americas is. I have not heard anything else yet, but at the same time I do not want to rush them. I wonder if the quality of the repairs are the same for each location. Is Kellyco or Minelab Americas better? Good question from my perspective. The recent weather may not be helping things either along with your idea of a few technicians. Efficiency is key.

 

[jas415]

I got a phone call (voice mail as I was in a board meeting) at about 10 am Houston time from Nadia and she said my CTX would be shipped today or tomorrow. Just so no one misunderstands, I am not unhappy with the people there or with Minelab, just sort of lost with the repair process that does not give feedback to the customer. In every conversation and email the folks at Minelab and at the service center have been exceptional in their civility, professionalism and courtesy. I could not ask for more in that arena, just to ask to keep the customer informed as to receipt, expected repair date, repair date and shipping date and if possible what was wrong and if there is anything the customer can do to keep it from happening again.

So, to sum up! I love my Minelab machine, I have absolutely ZERO issues with the folks at the Illinois center and I thank them for the feedback I got this morning. Thanks Minelab, you have a loyal customer here.

 

[qkslvr]

Angelic Storm, jas415s detector took exactly 15 business days to fix at the Illinois service center. Another post said the FLorida facility took three weeks also. It seems that all the snowed in hunters have sent their machines in for service. I do know that on occasion, units are sent from one repair center to another to even the load.

Wayne

 

[jas415]

Got my CTX back Friday, the 27th at about 4pm. Virtually like new machine. Looks great and works great, no more squirrelly tones when starting up. They did a great job. So, if it dont rain I will be out Sunday early cking it out. Thanks again the to the really nice folks at the Illinois service center for calling me Thursday and telling me it was being shipped.

 

[Choc-Minelab]

As for the Minelab service at Kellyco: The technician was very nice and knowledgeable of the repairs needed. The Kellyco repair team did not initiate a call to me when the detector was received, or to inform me of the issue found. With that said, when I called to verify delivery and to discuss the problem, the technician did return my call promptly and addressed all my questions and concerns. I did not get a follow-up call to let me know the status and expected ship date. I had to contact the repair department a week later to get a status. The technician then told me parts were ordered for mine and several other machines and they were waiting on receipt. I did not receive any further information that the detector was repaired or had been shipped, it just showed up at the house about 5 days from the last contact. Not any complaint for the repair and technician interface, but the communication between the service center and customer is nothing close to what you describe about Fisher.

I did have a previous repair from Minelab service in Lisle back in the fall of 2014. Nadia did contact me when they received the detector and provided an estimated repair time. I was contacted several days later by the technician to discuss my issue and what the possible resolution would be. Couple of days later I received an email from the technician with the tracking info and ship date. Lisle customer contact was a lot better than Kellyco, but both did a great job on the repairs.

Bottom line to all our problems is Minelab did fix the machine, did a really good repair, and we are hunting again. The communication between Minelab and the customer needs to be improved, because these machines are very expensive toys that we love very much. Each one of their customers that purchase the high end detectors are willing to pay for a premium machine and that deserves a little extra from a supplier.