CTX repair time

[tomcat49]

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.

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...

OK, so what are you telling me that is anything different than what I've said? How do you know how many expedites they have a week? Even if they are getting only 2 expedites a week that means I've been moved down 10 spots since it arrived there just due to expedites.How do they know that everyone wanting an expedite is going to "England" next month and not just wanting to move up the list? I myself, was planning a out of state trip but I still think it's unfair to move one person ahead of the other. I didn't pay the fee because of the reason I just stated. I made no mention of waiting on parts and that has no bearing on this situation. As far as the warranty deal, I still do not agree with that. When I was given a work order number and shipped the product to their repair center I did not expect to be treated as a second class customer. I don't blame anyone at the repair center because I understand they are understaffed. The gentleman that I have talked to and had email correspondence with at Clearwater has been very professional and understanding but as I have stated earlier there is no excuse for not correcting that situation. That responsibility falls on Minelab corporate. This is my opinion, I have a right to it, and it's not going to change.

 

[jas415]

Try this link. Explain your issue politely. Give them all the particulars, the dates, machine type, problem, etc., and the responses you have received. No threats, no anger, ask for assistance in getting the repair times down to a reasonable level, ask for them to get at least 3 US repair centers so customers are not waiting 2 to 4 months on getting their expensive machine back! I did this about 18 months ago and I ws contacted very quickly and my issue was very quickly corrected. In my situation they went way beyond just getting it repaired.

http://www.codan.com.au/Contactus/Makeanenquiry/tabid/301/Default.aspx

CODAN owns Minelab, Peter Charlesworth, Executive General Manager, Minelab Electronics Pty. Ltd.

I have asked them at least 3 times to get an east coast, west and central repair center. And I do not believe it is rocket science, just electronics and a good test bench with diagnostics software. They already have it so why not allow other folks to speed up the repair issues. I personally believe they will make it right.

 

[treasure_hunter]

The repair shop hired a 2nd tech who knew electronics and a little about detecting, unfortunately after training him for six months he left a month ago so they are back to one tech, one admin girl and one man testing the detectors after repaired and boxing up for shipment, on top of answering all the calls from people checking on status which slows down the work even more. They have also been working 55-60 hours a week for 5 months now

Repairing detectors is not like repairing bicycles, anyone can repair a bike, a printer and even a computer, not anyone can repair a detector. Hiring someone who knows electronics but doesnt understand detecting and the relationship between threshold, sensitivity and descrimination doesn't work, it's been tried before and failed. even Barry who was the tech who passed away was a retired NASA shuttle tech and extremely knowledgeable in electronics, but he didn't detect, it still took Dave over 2 years to train him to repair detectors and be comfortable enough to work on his own with out having to ask Dave questions.

The repair center is a business, they set their own business practices, becasue of contracts warranty takes priority over none warranty, it always has and rightfully so.It is also your right to take your detector to any electronics repair shop you want to and have it repaired, but you have 2 problems,one if it is under warranty you void the warranty becasue they are not an authorized Minelab center, two they will not have the repair parts available and Minelab does not sell parts to non Minelab authorized shops or priviate parties. Parts are also on limited supply and not always readily available which also causes the back log.

The expedite is offered as a service for people who are going on a detecting trip and need the detector for the trip, it is not a BRIBE, it is another service offered.

As far as how I know what goes on in repair center, I have been close friends with Dave for years, he is also my hunting partner and I am also friends with Kellyco management, I use to work for the phone company that provided their voice and internet service and repaired it when it was broke, I became good friends with management which is why I have been able to get some members some really good deals on detectors. I'm 68 and retired, I go to the repair center several times a week to visit am I am very aware of what goes on there.

 

[GKMan]

Try this link. Explain your issue politely. Give them all the particulars, the dates, machine type, problem, etc., and the responses you have received. No threats, no anger, ask for assistance in getting the repair times down to a reasonable level, ask for them to get at least 3 US repair centers so customers are not waiting 2 to 4 months on getting their expensive machine back! I did this about 18 months ago and I ws contacted very quickly and my issue was very quickly corrected. In my situation they went way beyond just getting it repaired.

http://www.codan.com.au/Contactus/Makeanenquiry/tabid/301/Default.aspx

CODAN owns Minelab, Peter Charlesworth, Executive General Manager, Minelab Electronics Pty. Ltd.

I have asked them at least 3 times to get an east coast, west and central repair center. And I do not believe it is rocket science, just electronics and a good test bench with diagnostics software. They already have it so why not allow other folks to speed up the repair issues. I personally believe they will make it right.

I like that advice...

 

[tomcat49]

Well, if anything has been accomplished by my original post, at least more people are aware of the what the service time is for Minelab and the expedite option. From the posts we have a pretty good idea what the problem is. As, I said earlier, I don't blame the service department for being understaffed. I talked to a gentleman named Marty at repair and he told me basically the same thing about the hours they are working. If, as Treasure Hunter said, there are only three people working on repairs at Kellyco and only one of them is doing the original repair then that's a major problem. Then, if I understood him right, one of the techs is answering the phone. In that case, wouldn't hiring someone to answer the phone free up a tech? If it is so hard and takes months to train someone to repair a metal detector what's going to happen if someone currently there quits or has to leave? Whether the warranty before nonwarranty, expedite or not expedited is right or wrong it appears the major problem of being short handed is still there and is no closer to being corrected than it was months ago. We can debate how long it takes to train a tech until we're blue in the face but the basic problem of being understaffed is still there. If there is no one currently in training there will be no correcting the problem.
Someone suggested emailing Minelab and I did that a couple of days ago but haven't heard back from them yet.
Oh, and Treasure Hunter, if you're retired and in the repair shop several times a week would you please search out my detector and fix it for me? I'm also retired and missing my digging exercise.

 

[mascard1]

Well, if anything has been accomplished by my original post, at least more people are aware of the what the service time is for Minelab and the expedite option. From the posts we have a pretty good idea what the problem is. As, I said earlier, I don't blame the service department for being understaffed. I talked to a gentleman named Marty at repair and he told me basically the same thing about the hours they are working. If, as Treasure Hunter said, there are only three people working on repairs at Kellyco and only one of them is doing the original repair then that's a major problem. Then, if I understood him right, one of the techs is answering the phone. In that case, wouldn't hiring someone to answer the phone free up a tech? If it is so hard and takes months to train someone to repair a metal detector what's going to happen if someone currently there quits or has to leave? Whether the warranty before nonwarranty, expedite or not expedited is right or wrong it appears the major problem of being short handed is still there and is no closer to being corrected than it was months ago. We can debate how long it takes to train a tech until we're blue in the face but the basic problem of being understaffed is still there. If there is no one currently in training there will be no correcting the problem.
Someone suggested emailing Minelab and I did that a couple of days ago but haven't heard back from them yet.
Oh, and Treasure Hunter, if you're retired and in the repair shop several times a week would you please search out my detector and fix it for me? I'm also retired and missing my digging exercise.

Well..I think they should just tell you it's going to be at least 8 week repair time..then you can figure what to do?....You feel like you are held hostage!....As big as Kellyco is..it seems like they could find someone...................Maybe one of our Candidates???(I hear one will be free soon)...........I heard they can fix anything!!!

 

[Digger]

I notified Minelab of this discussion, and was asked by Charlie Mulholland,(Global Customer Care Manager, Minelab International Ltd.) to post this response.



Hi,

If you wish to contact our Customer Service staff directly regarding such matters, this can be done via Email to:
service@minelabamericas.com

We have strict rules in place for our Authorised Service Centres (ASCs) regarding warranty repair standards and target turnaround times.
All Minelab ASCs are trained and audited to ensure compliance with our high standards.

Warranty claim costs are met by Minelab, with repairs performed by our ASCs.
Details of our Warranty Conditions can be found on the Minelab website

When a unit is out of warranty, the repair agreement is solely between the Customer and the Repair Centre directly.
When an ASCs offers non-warranty services, we do require that they provide and agree a repair quote with the customer prior to performing any work.

In this particular case, I understand that the detector fell outside the warranty terms.
At their discretion (for non-warranty repairs only), the Repair Centre may decide to offer alternative repair options (with different associated costs) to the customer. By way of example, some of these options may include:
1. a standard repair option with the current non-warranty turnaround time, or
2. an expedited repair option to deliver faster turnaround times, or
3. a repair option using reconditioned parts rather than new (if applicable/available) to minimise costs or when parts are obsolete to the age of detector.

There are some valid factors that can be of significance to the quotation when offering option 2
• Parts may need to be expedited to achieve a faster turnaround, which generally involves a fee for express delivery.
• Additional resources may have to be made available to accelerate a particular repair for the customer – this may require a Service Technician working additional hours: An overtime premium.

When a non-warranty repair quotation is given by a Repair Centre, it is entirely reasonable that customers receive a comprehensive breakdown of the quote. It should be very clear to the Customer what exactly they are paying for before agreeing to any repair.

At Minelab, we are very much committed to continually improving our customer experience, which is why we are always seeking to expand and enhance our network of ASCs. Our aim is to make both warranty and non-warranty repairs more accessible to all our customers, wherever they are geographically located. Our listing of current ASC’s can be found on the Minelab website.

Kellyco and their technical staff meet the extremely high standards and levels of professionalism that we demand from all our ASCs. Our commitment to the highest standards mean sourcing & training additional partners in providing this service takes time, but it is an activity we are currently engaged in throughout the US and beyond.

Best Regards;

Charlie Mulholland
Global Customer Care Manager
Minelab International Ltd

 

[ML]

I notified Minelab of this discussion, and was asked by Charlie Mulholland,(Global Customer Care Manager, Minelab International Ltd.) to post this response.



Hi,

If you wish to contact our Customer Service staff directly regarding such matters, this can be done via Email to:
service@minelabamericas.com

We have strict rules in place for our Authorised Service Centres (ASCs) regarding warranty repair standards and target turnaround times.
All Minelab ASCs are trained and audited to ensure compliance with our high standards.

Warranty claim costs are met by Minelab, with repairs performed by our ASCs.
Details of our Warranty Conditions can be found on the Minelab website

When a unit is out of warranty, the repair agreement is solely between the Customer and the Repair Centre directly.
When an ASCs offers non-warranty services, we do require that they provide and agree a repair quote with the customer prior to performing any work.

In this particular case, I understand that the detector fell outside the warranty terms.
At their discretion (for non-warranty repairs only), the Repair Centre may decide to offer alternative repair options (with different associated costs) to the customer. By way of example, some of these options may include:
1. a standard repair option with the current non-warranty turnaround time, or
2. an expedited repair option to deliver faster turnaround times, or
3. a repair option using reconditioned parts rather than new (if applicable/available) to minimise costs or when parts are obsolete to the age of detector.

There are some valid factors that can be of significance to the quotation when offering option 2
• Parts may need to be expedited to achieve a faster turnaround, which generally involves a fee for express delivery.
• Additional resources may have to be made available to accelerate a particular repair for the customer – this may require a Service Technician working additional hours: An overtime premium.

When a non-warranty repair quotation is given by a Repair Centre, it is entirely reasonable that customers receive a comprehensive breakdown of the quote. It should be very clear to the Customer what exactly they are paying for before agreeing to any repair.

At Minelab, we are very much committed to continually improving our customer experience, which is why we are always seeking to expand and enhance our network of ASCs. Our aim is to make both warranty and non-warranty repairs more accessible to all our customers, wherever they are geographically located. Our listing of current ASC’s can be found on the Minelab website.

Kellyco and their technical staff meet the extremely high standards and levels of professionalism that we demand from all our ASCs. Our commitment to the highest standards mean sourcing & training additional partners in providing this service takes time, but it is an activity we are currently engaged in throughout the US and beyond.

Best Regards;

Charlie Mulholland
Global Customer Care Manager
Minelab International Ltd

I've got a novel idea, hire and train a greater number of techs. Problem solved.

 

[GKMan]

Who know$ why they don't hire and train more techs...

Thank you Digger. It's nice to have some folks around that can find some information like this when we're looking for it.

I am not sure if there's any similarities to the car business. But I knew that as far as dealerships go the money was made in the repair shop not in selling new cars. And now Kellyco is the only game in town.

Here's a silly question are we absolutely bound to send our unit to the American repair center if for example we can get a shorter turnaround from the UK? Like I said a silly question but let's say you could shave a month off of the repair time.

Perhaps I can see this not The possible with a warranty item but if it's out of warranty? Why not? Unless somehow part of the agreement with Minelab says you can't.

 

[treasure_hunter]

Who know$ why they don't hire and train more techs...

Thank you Digger. It's nice to have some folks around that can find some information like this when we're looking for it.

I am not sure if there's any similarities to the car business. But I knew that as far as dealerships go the money was made in the repair shop not in selling new cars. And now Kellyco is the only game in town.

Here's a silly question are we absolutely bound to send our unit to the American repair center if for example we can get a shorter turnaround from the UK? Like I said a silly question but let's say you could shave a month off of the repair time.

Perhaps I can see this not The possible with a warranty item but if it's out of warranty? Why not? Unless somehow part of the agreement with Minelab says you can't.

No you can send it to any authorized repair center, England included if you wish to pay the extra shipping charges both directions and the wait time there instead of here...

 

[GKMan]

Who know$ why they don't hire and train more techs...

Thank you Digger. It's nice to have some folks around that can find some information like this when we're looking for it.

I am not sure if there's any similarities to the car business. But I knew that as far as dealerships go the money was made in the repair shop not in selling new cars. And now Kellyco is the only game in town.

Here's a silly question are we absolutely bound to send our unit to the American repair center if for example we can get a shorter turnaround from the UK? Like I said a silly question but let's say you could shave a month off of the repair time.

Perhaps I can see this not The possible with a warranty item but if it's out of warranty? Why not? Unless somehow part of the agreement with Minelab says you can't.

No you can send it to any authorized repair center, England included if you wish to pay the extra shipping charges both directions and the wait time there instead of here...

Thanks Treasure, like I said, a silly question. But, if certain conditions existed at the time you needed a repair it would be worthwhile to see what options you have.

 

[D&P-OR]

And just what is the wait time at other global Minelab repair facilities?-----Can Minelab (or anyone) tell us that?

Who know$ why they don't hire and train more techs...

Thank you Digger. It's nice to have some folks around that can find some information like this when we're looking for it.

I am not sure if there's any similarities to the car business. But I knew that as far as dealerships go the money was made in the repair shop not in selling new cars. And now Kellyco is the only game in town.

Here's a silly question are we absolutely bound to send our unit to the American repair center if for example we can get a shorter turnaround from the UK? Like I said a silly question but let's say you could shave a month off of the repair time.

Perhaps I can see this not The possible with a warranty item but if it's out of warranty? Why not? Unless somehow part of the agreement with Minelab says you can't.

No you can send it to any authorized repair center, England included if you wish to pay the extra shipping charges both directions and the wait time there instead of here...

 

[treasure_hunter]

I have no idea of their wait time or cost of shipping to and from England but I can give you a web address, email address and their phone number that Dave just text me for England. They were trained by Dave at repair center at kellyco this last Spring and Kellyco Repair center highly recommends them. I am sure they will be more than happy to do the work for any who ship to them.

Alex And Russ Kirk
Lunatek®
t: 01626818190 | Email russ@lunatek.co.u
Web https://www.lunatek.co.uk

 

[lytle78]

So, if I understand this correctly, Minelab is out of the detector repair business.

If you ML detector breaks - it goes to a third party repair center. If it's a warranty repair - it goes into the first class stream. I would expect that the agreement between ML and the repair center requires this to be done.

If it's out of warranty, Minelab is not involved. You deal with the repair center on whatever terms they offer. Kellyco, for example is offering different priority levels for an extra payment. Not at all unreasonable.

I'm not saying this is bad. It is, however very different from how other manufacturers do it.

 

[martygene]

makes me wonder if i should sell my 4 year old 3030 and get whatever i can for it and get a new one with a 5 year warranty

 

[jtalley007]

2 years ago My CTX was having issues , Dave went way beyond the call of duty to help me but they may have just started doing repairs back then?

Sadly, it's not the fault of the guys doing repairs, they are working their butts off it seems.

It's either Kellyco, Minelab or both, you can't service a jillion machines from one place.


I loved my 3030 but after reading this will never buy another one until I know it could be fixed and returned in a reasonable time.

Companies don't seem to get it, without customers there is no company. Most people have limited time to hunt and maybe a limited season.

When it takes months to get your prized detector back how can you put a price on that?

Some way, shape or form 2 weeks should be the Maximum turn around on warranty repairs, especially on detectors costing thousands of dollars!

All of us have spare detectors but not a spare $2,400.00 one.

And if we wanted to use our spare we would have just used that and saved the $2,400.00

I had one of the first CTX that came out, had two nights stay at VA beach and my brand new machine was worthless in salt so that was a big waste of money.

Already had another trip planned to NJ, same thing, worthless in salt water.

I love BBS, FBS, and FBS 2 and have owned at least 20-30 minelabs over the years, but just an FYI I will not buy another new one until the repair issues are resolved, if anyone cares?

Dave is a top notch guy, I'm grateful to this day for all the help he gave me when I was on vacation in Florida, they just need to find some guys like him, but honestly, this day and time

we live, that could be difficult.

Lastly, there are at least 3 other manufacturers that must have figured it out because I never hear complaints of long wait times, especially on warranties!

 

[Champ Ferguson]

Thanks treasure_hunter for your contribution to this thread. Its always nice to have facts instead of speculation- and Rare too!

For the complainers, here's a great business idea since you seem to think that it is so easy to find qualified techs: Start your own repair business and steal KC's customers! Personally I have no problem using a non factory certified repairman if he has a good rep for quality service.

If youre in a hurry, pay the 75 or find someone else to fix it (there are others). And ALWAYS ask enough questions to be thoroughly informed before sending anything in for repair. I thought that was a given but I see I was wrong.

 

[D&P-OR]

Marty-----Do you mean get another brand detector with a five yr. warranty?----Minelab still has the three yr. transferable warranty---that hasn't changed that I'm aware of.

makes me wonder if i should sell my 4 year old 3030 and get whatever i can for it and get a new one with a 5 year warranty

 

[Bell-Two]

Marty-----Do you mean get another brand detector with a five yr. warranty?----Minelab still has the three yr. transferable warranty---that hasn't changed that I'm aware of.

makes me wonder if i should sell my 4 year old 3030 and get whatever i can for it and get a new one with a 5 year warranty

I assume he is talking about the one that speaks French...."Oui'"

I still have my E-Trac I didn't sell it or trade it....it had been and continues to be good to me....and what better for a backup can you have!?

 

[treasure_hunter]

Thanks treasure_hunter for your contribution to this thread. Its always nice to have facts instead of speculation- and Rare too!

For the complainers, here's a great business idea since you seem to think that it is so easy to find qualified techs: Start your own repair business and steal KC's customers! Personally I have no problem using a non factory certified repairman if he has a good rep for quality service.

If youre in a hurry, pay the 75 or find someone else to fix it (there are others). And ALWAYS ask enough questions to be thoroughly informed before sending anything in for repair. I thought that was a given but I see I was wrong.

Thanks CF, I am only trying to help by providing some info.... Of course everyone wants theirs repaired first and as quickly as possible but that isn't the real world.; As far as someone taking theirs to a non certified repair center, I wish them luck. Minelab doesn't sell parts to non authorized centers. Repair center at Kellyco has received more than a few detectors that someone else worked on and their work caused more problems and a high repair bill to fix. Wrong size o-rings, shoddy soldering, solder splashes shorting out components, traces torn, holes burnt in mother boards, flooding. You get what you pay for.....

As I stated I remember when ML repairs were quoted 16-20 weeks, no one in repair center ever answered the phones and rarely got replies to emails. I also remember when ML stopped all mods and work an any detector that had after market coils or mods of any kind, If you sent an excal in with a non ML coil that had any issue with stability they would fix it only by removing the coil first and installing a Minelab coil..Repair center at Kellyco installs after market coils and will repair them with after market coils, they also do mods for headphones, ect.