CTX repair time

[tomcat49]

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.

Ok, if you are considering me, since I made the original post, a " complainer" let's review what happened. I called Minelab headquarters explained how my CTX was malfunctioning, I was given a work order number, told to ship it to Florida for repairs, enclose as much information as possible to help the techs locate the problem and that repairs were running about 4 weeks behind. I was not told it might take 6,7,8 weeks or more. I was told nothing about an expedite policy at that time and didn't ask because I never was given any indication that it was an option. I actually thought a reputable company would give me the correct information that I needed to make an informed decision. Now as far as your suggestion to start my own repair business that's a great idea EXCEPT I couldn't work on Minelabs since they wouldn't sell me any replacement parts. That kind of shoots the no problem using a non factory certified repairman theory in the foot. Maybe I'm old fashioned, possibly because I'm 67 years old, but I expect a company to do everything they can, within reason, to take care of their customers. If a company tells me it's tough to train and hire qualified techs I ask what are you doing to correct that situation? Every successful company finds solutions to problems. That's a big part of what makes them successful. We ,as consumers, have the right to expect good service. Most of us have worked extremely hard for our money. If we point out problems, legitimate problems or concerns, to a company that is underperforming they should welcome them. I don't consider that being a complainer. I have followed every step that's been suggested on this forum from contacting the repair place, to Minelab corporate and finally to the parent company. I've had no response from anyone other than the repair place.

 

[jas415]

This is rather long and windy, lol, but I want to defend Minelab, Kellyco, and the tech people repairing the machines, while offering some suggestions and thoughts about what I perceive as Minleabs customer relations issue.

First, I have zero issues with Kellyco, in fact I went to their store one Spring Training visit and bought an Excal from them. I also purchased an E-Trac from them, which they later repaired very quickly, so I have nothing but praise for them. I really dont see anyone here 'bad-mouthing' Kellyco techs or Kellyco (the title for the repair center), just Minelab's repair system part of it. As another said, it is not the tech people's fault! IMHO it is the business model of Minelab that does not a have a 'Plan B'.

To me this issue is not about complainers, or haters or uninformed, or about 'if you think it's so easy'! It is about getting your expensive machine repaired in a reasonable time period. If any person on here thinks it is reasonable for a car to take 2 months to have a tech 'diagnose' an issue, and give a repair estimate, well, I commend your patience. No place, NOT ONE, will stay in business with a bad customer service reputation! If a business is going to produce an item and guarantee it for 3 years, they sure as heck better plan for that happening and do a darned good job at it or consumers will stop buying the item. If it is a great product, as the CTX is, then a company knows that the more they sell, the more they will repair! I dont know how many Minelabs (all their consumer models together) are sold, but if 100,000 have been sold and 5% have defects or just repair issues, then 5,000 need repairs! How many techs does it take to repair 300, 500, or a 1000 a year? The US has the consumer base and I would bet more Minelabs are sold in the US than any other nation, so it stands to reason more will be repaired from US customers. The more sold the greater the number of repairs, warranty and out of warranty.

Minelabs are the Rolls Royce of consumer detectors at the moment. The Garrett AT Pro is a great machine and is 1/4 the price. Fisher makes some great machines, the Deus is a great machine, etc.. When a person purchases a very expensive item in relation to its competitors, Bentley vs Ford Taurus, or Minelab CTX vs APro, they most often expect more in terms of features, service and reliability. Minelab has a great reputation in the detecting community, BUT, one "Aw Crap" wipes out a zillion 'atta boys'! Minelab's very serious 'Aww Crap' is their business model for repairs. It does not take many people in today's world of social media to seriously cut into sales with negative social media reports. About 20 months ago Minelab went through the same thing with the Chicago repair center and in early 2015 there was a new one in Kellyco. I would wager there will be another repair center soon in another part of the US, maybe somewhere central, Kansas, Dallas, etc.. It needs to happen and soon. As far as 'easy to get a tech', in my opinion it is easy! It is electronics and Minelab already has the software, the test benchs, etc., and a tech could be up and operating inside a month. Less for simpler repairs. It doesnt take a 20 year experienced repair tech to replace a coil with torn wires, or a handle, or battery seal. It doesnt take a lot of experience answer a phone and give out RMA's and I doubt it requires much experience to do the unpacking, packing and shipping. Two techs for actual bench testing and repairs of more complicated stuff! I seriously doubt motherboards are being repaired, by unsoldering and replacing stuff. They should be replaced! Another facility should be doing that repair work, maybe the facility that manufactures them. Sort of like an auto repair, figure out what is bad, 'replace the bad part', and get the vehicle back to the customer. Send the 'bad' part back to a re-furb/manufacturing company for re-furb. A test bench could diagnose the vast majority of those issues and a simple replacement of the part. Yes, I well know they cant have 2300 spares of everything just sitting around waiting for a bad one to come in the door, but historical data predicts the future in repairs. This is NOT a complicated or unsolvable issue, it is relatively simple for a company to commit to resolving what is historically a serious consumer relations 'Aw crap'!

From the response of Minelab thru Digger, it appears to me, and I certainly hope so, that they are on this like a 'duck on a June bug'.

"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"

 

[MI-AuAg]

First, I must say, the CTX is the best all around detector I have used without question.

That being said, my view of Minelab/Codan, is not all warm and fuzzy, when it comes to their post sale product support. This is nothing to do with Kellyco.

The CTX water seal issue is a clear example of what I speak of. It can be argued both ways that it is a defective design. It is without question a DEFICIENT design. That is supported by the fact of it's redesign in it's latest model. The first four years of it's existance Minelab/Codan refused to address it in a proactive manner. No redesigned, more robust, or effective gasket, nothing in terms of a mitigating solution to customers. Not their best effort, by any means!

In terms of repair facilities. When I purchased my CTX three years ago, there was a service/repair facility at or near it's Illinois, USA headquarters. To me, it is an expectation that a company have at LEAST one company operated service/repair facility, with company technicians. Any training/certification of 2nd party "contracted", "authorized" repair technicians/facilities would be done through that COMPANY facilty. Beyond that, the more "authorized" repair facilities the better, with training from company technicians. Minelab/Codan was quick to close that Illinois repair/service facility, ALL repairs in the U.S. are done by one 2nd party facility. NO company facility for repairs/tech training for general use detectors even exists. That doesn't exactly scream out WE CARE, to minelab owners.

As to Kellyco, we are fortunate to have them, since Minelab doesn't feel any responsibility to provide even one company facility for service/repair/tech training of it's non goldsearch machines in the entire U.S. It's probably a goldmine for Kellyco, as they are located in the heart of saltwater detecting, more power to them.

I believe Minelab should have at least one USA company operated facility for repair/service, and the training of any non company repair technicians. Actions speak much louder than any PR releases telling customers how much they care.

 

[ML]

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.

Ok, if you are considering me, since I made the original post, a " complainer" let's review what happened. I called Minelab headquarters explained how my CTX was malfunctioning, I was given a work order number, told to ship it to Florida for repairs, enclose as much information as possible to help the techs locate the problem and that repairs were running about 4 weeks behind. I was not told it might take 6,7,8 weeks or more. I was told nothing about an expedite policy at that time and didn't ask because I never was given any indication that it was an option. I actually thought a reputable company would give me the correct information that I needed to make an informed decision. Now as far as your suggestion to start my own repair business that's a great idea EXCEPT I couldn't work on Minelabs since they wouldn't sell me any replacement parts. That kind of shoots the no problem using a non factory certified repairman theory in the foot. Maybe I'm old fashioned, possibly because I'm 67 years old, but I expect a company to do everything they can, within reason, to take care of their customers. If a company tells me it's tough to train and hire qualified techs I ask what are you doing to correct that situation? Every successful company finds solutions to problems. That's a big part of what makes them successful. We ,as consumers, have the right to expect good service. Most of us have worked extremely hard for our money. If we point out problems, legitimate problems or concerns, to a company that is underperforming they should welcome them. I don't consider that being a complainer. I have followed every step that's been suggested on this forum from contacting the repair place, to Minelab corporate and finally to the parent company. I've had no response from anyone other than the repair place.

For whatever it's worth, I'm an older dude as well and agree with this take 100%. Minelab has sold a whole lot of product over the years, and at some point that product will require support. Extra techs/locations would benefit both them and us.

 

[CCadrin]

Maybe Minelab should start offering turn around guarantees (for example 4 weeks) and if not met compensate the owner of the detector.

 

[mrsspk]

"I go to the repair center several times a week to visit am I am very aware of what goes on there."
Perhaps if they did not allow drop in visitors to thier repair center, they could get the work done more expeditiously

 

[Champ Ferguson]

"I go to the repair center several times a week to visit am I am very aware of what goes on there."
Perhaps if they did not allow drop in visitors to thier repair center, they could get the work done more expeditiously

So you and your coworkers never take any breaks? I'm pretty sure that:
1) these aren't 1 hr smoke and joke breaks, and
2) certain #/time of breaks are federally mandated by US Labor law.

 

[bklein]

Dear Minelab,
I am a currently unemployed EE with a 25 year history at WDC and fun electronics background before that. I feel that I would fully be capable to repair the CTX - in fact I repaired a GP Extreme with a blown front end without schematics. A couple Excals too. Let's set up a So. CA repair center! No guys, I don't want to start my own business without schematics and Minelab support...
I would be interested in buying any non-functional CTX's at a rediculously cheap cost to see if I can do it. If you ran over it with your truck or something - waterlogged - let me know!

 

[treasure_hunter]

"I go to the repair center several times a week to visit am I am very aware of what goes on there."
Perhaps if they did not allow drop in visitors to thier repair center, they could get the work done more expeditiously

Even though this comment is not even worth responding to, I will say this, the repair center is working 55-60 hours a week, as stated I am close personal friends with Dave and have been for years, long before the repair center opened. I am also not just friends with the repair staff, I am friends with kellyco management so I visit with all, not just the repair center. I have in fact helped several members here get good deals on detectors because of my friendship with Kellyco management.

Thanks Champ......

 

[chinacash]

Yes, That sucks and many of the problems are problems that ML won't fix on the production line"

 

[jas415]

Klein, I totally agree. Also should be one or two in the Central US, maybe Houston area.

 

[tomcat49]

Some of you asked for an update, as of last Friday it has been 6 weeks since my detector arrived in Florida for repairs. I have had no response from Minelab or their parent company from the three separate emails that I have sent to them. These were not poorly worded or threatening I just explained the situation, my disappointment in the wait time and in the warranty/non warranty, expedite or not policies and I asked what is being planned to correct the problem in the future. The only response has been from the actual repair center. If you have read my previous posts you know I have no problem with the repair folks and feel they are doing the best they can under the circumstances I do however have a major problem with Minelab itself. A call or email from Minelab corporate saying we apologize for the lengthy wait and are currently in the process of correcting the situation would have at least been appreciated. I've got a feeling if I had contacted them on where to purchase one of their products I would have gotten a hasty reply.

 

[pinpointpetey]

I will be sending mine in here in about 2 weeks. Got my RMA# a couple weeks ago. Wanted to wait until closer to the end of the season. Whatever it takes to fix my 3030 is what it takes. This will give me that extra day on the weekends to actually get something done around the house. I'm sure there have been others out there that have had better experience with getting there detector fixed but we never hear from them.

 

[mascard1]

Not lately!...........They are so bunched up.....seems they would get there ..........together......they are really making a lot of people Mad!....

I will be sending mine in here in about 2 weeks. Got my RMA# a couple weeks ago. Wanted to wait until closer to the end of the season. Whatever it takes to fix my 3030 is what it takes. This will give me that extra day on the weekends to actually get something done around the house. I'm sure there have been others out there that have had better experience with getting there detector fixed but we never hear from them.

 

[tomcat49]

Seven weeks at the repair center as of last Friday. I've heard nothing.

 

[GKMan]

Oh my god. If that was me. I would be so very unhappy.

 

[lytle78]

Sounds like they should be looking into an H1b visa if no American can be hired to work in sunny Florida fixing detectors. What's the job pay anyway? The Philippines and India are full of well trained technicians who would no doubt jump at the chance.

Seriously, how hard could it be to find somebody - have they tried recruiting?

Not picking on them, but .....

 

[mascard1]

Well mines been there (E-trac)..for nine weeks..Third time they told me ..will make it to line this week...Had not even been opened up as of last Friday..(9/30/2016)...so yours is behind mine!....and mine could still be pushed back!

.

Seven weeks at the repair center as of last Friday. I've heard nothing.

 

[ML]

Well mines been there (E-trac)..for nine weeks..Third time they told me ..will make it to line this week...Had not even been opened up as of last Friday..(9/30/2016)...so yours is behind mine!....and mine could still be pushed back!

.

Seven weeks at the repair center as of last Friday. I've heard nothing.

That way too long. A few more repair techs would makes these issues way less likely to happen. Minelab obviously isn't concerned enough (STILL) to address them, which is sad. I really don't get it. What kind of company wouldn't want to be known for great support? Makes you wonder who is making (or not making) these decisions at Codan. I would honestly call them every day if I were you guys.

 

[tomcat49]

CTX has now been at the repair shop for 10 weeks.