Mine was repaired and back in about 5 weeks. I feel fortunate, 2 of my friends sent theirs in and were very disappointed in the repair jobs. Maybe your machine has been misplaced. Hopefully you still have your tracking number. Without it you're screwed if your machine is missing. I returned an item to them a few months back and they say they never received it. I have my Return Authorization number. I shipped the day I got it and charged the shipping to my credit card. My credit card statement shows I paid for it that day but I misplaced my receipt from the post office with tracking number. There's no way to recover a lost tracking number from USPS. I know I shipped it, they say they didn't receive it. Bottom line, I'm out over $300. My fault, I was careless. So you guys shipping stuff in for repairs or returning items better keep those tracking numbers safe and secure. Things really seem to be slipping through the cracks there. I blame management, I think the workers are trying to do a good job in most cases.
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CTX repair time
- Thread starter tomcat49
- Start date
RichW,
That's some good points but in my case I saved all my receipts and confirmed that the detector was at the service center several weeks ago. I've inquired on what progress has been made a couple of times also. I agree with you that the problem isn't with the folks at the repair center. I was told by one of the repair people they had roughly 150 detectors waiting for repair. One forum poster said they only have three people working in repairs. One actually doing the repair, one confirming that the detector is functioning properly after the repair and one doing billing and shipping. In my opinion this is a Minelab customer service problem and it doesn't appear they are making any effort to correct. Personally, I will never own another Minelab product. I have purchased another quality brand detector and, when it finally does come back, I will sell my CTX and put this whole frustrating experience behind me.
That's some good points but in my case I saved all my receipts and confirmed that the detector was at the service center several weeks ago. I've inquired on what progress has been made a couple of times also. I agree with you that the problem isn't with the folks at the repair center. I was told by one of the repair people they had roughly 150 detectors waiting for repair. One forum poster said they only have three people working in repairs. One actually doing the repair, one confirming that the detector is functioning properly after the repair and one doing billing and shipping. In my opinion this is a Minelab customer service problem and it doesn't appear they are making any effort to correct. Personally, I will never own another Minelab product. I have purchased another quality brand detector and, when it finally does come back, I will sell my CTX and put this whole frustrating experience behind me.
tomcat49 said:
Make no mistake, this IS a Minelab customer service problem. Some folks claim their support is improving, but in reality, nothing has really changed. Clearly not enough repair techs for the number of units going down. Who within Minelab hasn't been able to come to that same conclusion?
Jason in Enid
Active member
Dodgester said:
Thats pretty hard to believe, when others are getting turn around within several weeks. Have you called and verified they received it? Have you asked why it has taken so long? Did you include contact information with the detector? Do they know what problems it is having?
I ask because I have had several warranty repairs over the years and I have talked to the techs. They have problems with people sending in detectors without RMA #s, no contact, no description of problems.... Know what they do with those? They put them on a shelf and move to the next detector.
Who are these people getting their detectors back repaired in several weeks ? Maybe your talking about the person that started this thread.He stated correctly that he was fortunate to get a repair in 5 weeks.Yes , I have called Minelab/Kellyco,with all paperwork. Date and signature when accepted from USPS.They find my Etrac and tell me it is in line.Since early August.
Jason in Enid
Active member
Dogester. Please notice I have deleted your latest posts. Any time a brand new member comes in and begins doing nothing but trashing a company, their purposes are highly suspect. You have voice your complaint, so I would suggest leaving it at that. This is the CTX forum, not the I hate Minelab customer service forum. Valid complaints are allowed, endless attacks are not.
treasure_hunter
New member
There is one way the Repair Center could get a faster turn around time, they could stop doing all custom mods and refuse to service any excal that has an after market coil or mod that wasn't installed by Minelab Repair Center. Long time Minelab owner's may remember this is what Minelab did when the repair center was in Vegas. They spend a lot of time repairing excal detectors that had mods done by non minelab individuals that caused problems on excal motherboards and require time to repair....
Jason, if this violates the rules feel free to delete my post..
Jason, if this violates the rules feel free to delete my post..
treasure_hunter said:
Just ONE way the repair center could get faster? I can think of another way HIRE MORE REPAIR TECHS! Common sense says if you have one or two techs and a backlog of 150 machines for repair , then if you want to keep customers happy you better do something. Ignoring the problem seldom works. Have seen ALOT of these post about ML repairs across several detecting forums.
treasure_hunter
New member
mrsspk said:
Nobody is ignoring the problem, they are already interviewing for techs, they have been looking for techs for months, they lost the last one they hired in March when he had to return to Brazil, it is not an easy position to fill... People applying are usually either over qualify (master in electrical engineering) or under qualified,( no repair bench experience). It isn't like working on TVs or radios either..
Minelab is responsible. They have handed off the actual repair and administration to K co. Via some sort of contract. The terms must not have included standards for repair turn time.
If for whatever understandable reason, the service is not satisfactory, it is Minelab's responsibility to fix the problem.
If for whatever understandable reason, the service is not satisfactory, it is Minelab's responsibility to fix the problem.
treasure_hunter
New member
ML said:
I'm giving you facts, not excuses. Minelab had 2 techs retired in spring 2015 in chicago which shut down the chicago repair center, orlando had one die in feb 2016 and one return home to Brazil in august. 2016
As far as rocket science, Barry who passed away in February was a retired Nasa space shuttle tech and it took him over 1.5 years to feel comfortable enough not to need his brother's help on the repairs. It takes more than basic electronic training to repair detectors, it takes an understanding of how they are designed to work and the relationship between threshold, sensitivity and volume, ESPECIALLY on the excals.
treasure_hunter said:
I'll give you facts....Minelab's repair support has been less then good (being kind) for at least ten years. Their reputation has been taking a beating during that time because they still have not addressed the real problem, which is too many machines and not enough numbers to fix them. All the issues you have stated above in regards to some of their staff unfortunately happen to most all companies at one time or another. A well run company that gives a damn about its customers maintains sufficient staff through ongoing training and development in all areas, especially support after the sale. Not with excuses