Minelab Customer Care Coordinator's response about headphone issue with external speaker

[Reeseb]

Via email.

My question to Customer Care:

Hi. I was wondering if there was a software update for the CTX3030 coming that will make sure that the external speaker on the CTX3030 will shut off when headphones not wired to industry standard are used.

Thanks,

Reese

Response from Customer Care:

Hello Reese, a software update is not available for this problem. You will have to rewire your headphones or purchase a pair that meet the standard. Please let me know if I can help with anything else.

Thank you,

Brian

 

[LandOLincoln]

Sounds about right. Aftermarket manufacturers are supposed to supply products that work with the machine not the other way around.

 

[Digga03]

Customer Care??? i might ask them to come round and rewire my headphones for me that work fine on all my other minelabs see if they will do that for me? customer service with a capital M at least they admitted it was a problem that's a start to fixing it?? thanks Reeseb for sharing the reply.

 

[Reeseb]

Unfortunately he didn't answer my question. I asked in an update was coming. I'll reply and clarify my question.

 

[earthmansurfer]

Reeseb

With much due respect, that type of letter isn't going to probably get them to do anything. I disagree about the industry standard excuse and some posters here have gone into why there really isn't an industry standard. So, if you admit to fault, they aren't going to budge. A lot of points were made in the various threads in addition - Ohm readings from the pins showing a software fix is likely, danger of the adapter breaking the headphone module, easiest solution is software, etc. I wrote them an honest and friendly letter as best I could, included as much as I could remember and will post the reply here.

Corporations generally will not lift a finger if they don't have to, if it isn't tax deductible, if they don't get good press from it, if they can legally say it's not their responsibility, etc. I don't mean to sound hard, but generally corporations exist with $$$ in mind.
That is changing and the reason it is changing is because people are starting to speak up, more and more.


Anyone affected by this issue should let Minelab know. If enough people contact them, something will get done (if a software fix is possible). Unfortunately I think starter pack guys are in the minority, so it's a numbers game.

Minelab Service Department
1418 Brook Dr
Downers Grove, IL 60515, USA

Customer Care: 1-877-SOS-MLAB (1-877-767-6522)
E: service@minelabamericas.com

Thanks bro,
Albert

 

[Digga03]

yes that's a good idea see if they are going to do it in the future ? but i suspect not with the way this has been addressed to present. i have contacted them they sent me a link with a whole heap of big ticks and crosses on it which made no sense to me and that was their answer i then asked again with NO reply.

must say i am not happy camper

 

[Gemini13]

Sounds about right. Aftermarket manufacturers are supposed to supply products that work with the machine not the other way around.

Hey finally someone else who gets it. I've said this many times already.

 

[Gemini13]

Customer Care??? i might ask them to come round and rewire my headphones for me that work fine on all my other minelabs see if they will do that for me? customer service with a capital M at least they admitted it was a problem that's a start to fixing it?? thanks Reeseb for sharing the reply.

Do the supplied headphones work as they should with your machine?

 

[Digga03]

you back on damage control there champ , 6 weeks registered and seems the only posts you make about are this headphone problem seems to me Mr. minelab is trying to put out some fires the easy way instead of fixing the machine the way the customers want, emphasis on customers we paid for our machines and therefore we are right !!

so whats it to be sir fix this problem or lose sales choice is yours at the end of the day this isnt going to go away

 

[earthmansurfer]

Sounds about right. Aftermarket manufacturers are supposed to supply products that work with the machine not the other way around.

Hey finally someone else who gets it. I've said this many times already.

Gemini - Why do you care? You are not affected by this. Obviously enough people care that there are threads popping up about it. I noticed in the other thread I started when people questioned your opinions you never replied. Instead of the jabs, stay and take part. Here is one thread if you wonder what I'm talking about - http://www.findmall.com/read.php?86,1722578,page=1

You joined the forum right when the CTX 3030 was released. Everything seems fine for you, nothing to complain about since you have been here - that is great. Except you seem to like to speak about those complaining???
Interesting timing with your joining and defense of a machine you just started using. Not saying it's proof of anything, that is for sure, but it is interesting none the less.

And the derogatory language you have continually used "Hey finally someone who gets it." - You know, maybe your right... but maybe your wrong. And then again, maybe there are no absolutes. Maybe a software fix from Minelab, not admitting fault of course, would just make everyone affected happy. Wouldn't that be nice?

Albert

 

[Schultzie]

I don't know, sounds to me like the headphones on the market are not true stereo headphones and that is why they are not working. "Industry standards" wired headphones will work... that is why they have an "Industry Standard" so everyone will be on the same page with the wiring. There is a bigger problem here than MineLab. So far only Ralph at Sunray is willing to fix the issue... kudo's to him!

 

[earthmansurfer]

I don't know, sounds to me like the headphones on the market are not true stereo headphones and that is why they are not working. "Industry standards" wired headphones will work... that is why they have an "Industry Standard" so everyone will be on the same page with the wiring. There is a bigger problem here than MineLab. So far only Ralph at Sunray is willing to fix the issue... kudo's to him!

Schultzie - You bring up a very good point. I did email Gray Ghost and they told me they are not going to do a rewire as it would affect other detectors, which is a fair point. So it's a bit disheartening being caught between two products that I really love to hunt with - CTX and GG, both of which are expensive. I am willing to work on the problem myself and get my neighbor to do the soldering/rewire work, but Gray Ghost said they wouldn't supply me with the wiring diagrams. I am happy that the adapter is working and wonder if I could just buy a mono plug and replace my stereo plug on my GG's? I think that would work and I doubt Minelab is going to release a Stereo Mixed Mode update (being that the CTX doesn't really have a true all metal mode).

Albert

 

[wildherre]

I don't know, sounds to me like the headphones on the market are not true stereo headphones and that is why they are not working. "Industry standards" wired headphones will work... that is why they have an "Industry Standard" so everyone will be on the same page with the wiring. There is a bigger problem here than MineLab. So far only Ralph at Sunray is willing to fix the issue... kudo's to him!

Ralph only sells one model of headphones which are made my the Killer B folks.. Both Killer B and Detector Pro already had stereo models available ..

Detector Pro

 

[Reeseb]

Here's the answer from Minelab Customer Support after I pressed them further by asking of there was going to be a software update in the future:

Hi Reese, there

 

[Digga03]

so every other detector i own including every minelab is not wired to industry standards? but the CTX is ?

 

[Southwind]

OK I may be out of line here because all my headphones work, but, I just don't understand why this is a Minelab problem to fix? Yes we are the customer and the customer is "always right" but you can't follow that idea blindly. If you bought a set of Sony headphones and they don't work with the CTX 3030 it is an issue for Sony to address not Minelab. Sony didn't stick to the standard not Minelab. By all means take your issue to the manufacture, but to the right manufacturer. Don't expect Minelab to fix Sony's mistake and don't hold them accountable just because you're a customer. You have to use a little bit of common sense when playing the "customer is always right" card.

 

[Larry (IL)]

These threads are starting to get a little tiresome. The CTX is wired to industry standards for STEREO headphones like the Nautilus. This is the way Minelab wanted it done for whatever their reasons might be. Either adapt to the change or sell your CTX and move on. It is clear that Minelab is not going to change their production to adapt to aftermarket products.

This is not the whining forum and we will start moving or deleting the wah wah posts.

 

[Digga03]

pretty much fighting a losing battle as ignorance has no master keep letting the wool dangle people after all its your world too and they will get you too and then tell you its your fault but then don't come crying to me because i would have been assimilated.

have fun out there end of transmission

 

[Digga03]

These threads are starting to get a little tiresome. The CTX is wired to industry standards for STEREO headphones like the Nautilus. This is the way Minelab wanted it done for whatever their reasons might be. Either adapt to the change or sell your CTX and move on. It is clear that Minelab is not going to change their production to adapt to aftermarket products.

This is not the whining forum and we will start moving or deleting the wah wah posts.

well you are right Larry i wont be buying another minelab they have gotten the last cent out of me

 

[earthmansurfer]

Ahh, we now have been moved to the "Free Speech Zone" LOL

Southwind - I think what we are saying is "What is easier, rewiring 1000 pairs of headphones or writing a software fix that resolves the problem for 1000 people?" We realize it's not completely Minelab's responsibility (though no manufacturer is taking any responsibility with rewiring existing headphones), but to me it's more about being a nice person (or corporation.) If I see someone that needs something, I often go out of my way to help them. It seems like Minelab is avoiding this like the plague.

Larry - Too bad we can't have just one thread to talk about this on the CTX forum. Because most people don't know about this forum and the views are way down. If people are reading about the CTX on the CTX forum they might contact Minelab for further information and Minelab might then do something. Moving all the topics off to this board all but made this issue not getting fixed a certainty in my mind, unfortunately. There should be a thread to discuss this allowed on the main forum.

Albert