I have had my CTX in for repair at Clearwater Florida for over 4 weeks now and after inquiring to Minelab customer care as to the status I got an email saying the time on non-warranty repair to the bench is five and a half weeks but they can expedite it to a few days for a $75 fee. I guess this means if a detector shows up in warranty or if someone pays extra they will get moved ahead of me???? In my opinion this is no way to treat a customer. It will definitely influence my detector purchases and recommendations to fellow hunters in the future.
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CTX repair time
- Thread starter tomcat49
- Start date
Champ Ferguson
New member
I see this is your first post tomcat49. Welcome to the Forums!
Bell-Two
Active member
Call them at Illinois office and express your concerns, since it is non warranty and you will be paying for the repair it should be handled in the order it came in. No repairs are done for free warranty ones is being paid for by Minelab so it should be treated the same. I really would wonder what Minelab would say about that service soliciting a "bribe" to expedite a repair.
Mr. Carolina
Member
email address
nadia.mosley@minelabusa.com
She will straighten them out I bet! Good luck
nadia.mosley@minelabusa.com
She will straighten them out I bet! Good luck
GKMan
Well-known member
Tomcat,
I have never heard of this practice before and I have been around Minelab a long time in one way or another since the mid/late 90's
Perhaps I missed it, or no one ever talked about it.
Anyhow, I would love to hear how this works out for you.
Please keep us informed.
I have never heard of this practice before and I have been around Minelab a long time in one way or another since the mid/late 90's
Perhaps I missed it, or no one ever talked about it.
Anyhow, I would love to hear how this works out for you.
Please keep us informed.
Champ Ferguson
New member
I don't know how familiar you are with the situation at KC, but the lead (only?) repair guy died suddenly earlier this year. I'm not trying to make any excuses for anyone, but I'd imagine that competent metal detector repair techs aren't easy to come by and would require a bit of training.
As to the policy, that's probably how I'd handle a backlog too. Priority to warranty work per contractual obligation, then in order but with a charge to move up the line. Good ole American Capitalism at work- if you need it RFN, then a fee seems reasonable to me. Now if it continues to be a backlog with warranty work, then I agree its time to plan on an additional repair center.
But best of luck with yours. I'm sure you don't want a poorly trained tech rushing your repair when your turn comes up.
As to the policy, that's probably how I'd handle a backlog too. Priority to warranty work per contractual obligation, then in order but with a charge to move up the line. Good ole American Capitalism at work- if you need it RFN, then a fee seems reasonable to me. Now if it continues to be a backlog with warranty work, then I agree its time to plan on an additional repair center.
But best of luck with yours. I'm sure you don't want a poorly trained tech rushing your repair when your turn comes up.
greenmeanie
Active member
I agree having to pay to CUT LINE is BS in my book.
Bell-Two
Active member
Champ Ferguson said:
Well that was over 6 months ago you would think by now they would have found a competent replacement. I ran a bicycle shop for years as a salaried manager, we did repairs in the order they came in that is the only fair procedure and virtually every repair was done in three days. If a warranty item came in and was needed prior to that and was more than a simple adjustment I would come in as early as 5:00am to see that it was done. That is one of the reasons we had a solid repair business, we fixed it right, we did it promptly and we accommodated our customers to the best of our ability, it is called work ethic.
Sounds like Minelab support is understaffed, much like they were years ago when my issues with them started. To charge an additional $75 to expedite (maybe) a repair seems like a bad policy to me. I was in charge of securing (and paying) for the support of many types of office equipment for over twenty years for a State Dept and never paid to expedite a repair. My vendors were just happy to get the business. Hopefully you get it back soon.
Champ Ferguson
New member
ML said:
And there it is. Multiple certified repair centers = competition = better service. Basic Capitalism.
(some of) you guys, Come On. If you have a product for sale on Saturday, get an offer of $5 on Monday and one for $50 on Wednesday, I simply Don't Believe that you would take the 5. (and arguing over the internet that you would is just that). The rules are spelled out in advance and if you don't like KC (or more likely didn't ask the rules before sending in the machine), don't patronize that business. There ARE other people that work on detectors (and yes, since they aren't Authorized Repair Centers parts cost more).
CAPITALISM.
Personally I really don't like being in the position of defending KC as I HATE that they sell such things as LRLs to ignorant people. That is almost stealing imo. But I will defend Capitalism practiced by anyone. And yes, paying extra for better service IS Capitalism.
mascard1
Well-known member
Well my e-trac has been there 8 weeks at least.....told me same thing extra money get you jumped up....and warranty FIRST...What a bunch of ....you know what......If you have to pay ..they should fix them as they come in?............This is really getting BAD!!!.................Only one place to fix.........Someone has a Monopoly?????
Mascard1, thank you and the other folks that get it.. That was my point in posting in the first place. To let other owners know what is going on and what to expect if and when you have to send your detector in for repairs. To say they are short handed and have been for months is no excuse. You hire people and train them in, simple.
GKMan
Well-known member
It is good information to have Tomcat. The expedite fee, as I mentioned earlier was news to me. Perhaps it has been around a long time. But what I know is that over the years I nor anyone else that I know was "offered" the chance to pay more to get a repair done quicker. I always thought it was first come first serve, barring realistic situations like a detector not being repaired right the first time or dead as soon as you got it.
Anyhow, There is one fellow on here that does have an in with the service department. Perhaps he has information to shed some light on this.
Anyhow, There is one fellow on here that does have an in with the service department. Perhaps he has information to shed some light on this.
Mr. Carolina
Member
With CF's thoughts on the matter, as long as someone is willing to pay the $75, you would never get your detector back!!! And who is he calling ignorant? If your going to run a business, treat people fairly. First come first serve after the contractual warranty work.
treasure_hunter
New member
tomcat49 said:
The expedite fee is for people going on detecting vacations shortly and need their detector for the trip. It is by no means a bribe, it is an additional service. Say you have someone going to England, Asia or the islands for a detecting trip and their detector breaks, they can't cancel the trip with out losing a couple thousand dollars, they have the option of using the expedite. They only do 1 or 2 expedites a week if that many.
Warranty goes into a different line than non warranty, nothing new there at all....
Repair center also has to deal with having the parts in stock, when they are out of stock they have to wait till parts are shipped from Australia or Malaysia and sometimes that takes time.....
I remember when the repair center was in Las Vegas and the wait time for repairs 12-16 weeks...