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minelab repairs backlog
- Thread starter mike k.
- Start date
treasure_hunter
New member
surfman said:
Even when Barry was still alive there was a 4 week wait. They lost Barry in February, hired a guy in early March then let him go in early April as he was not working out, They then hired Fred in late April, Fred had ran a small detector repair center in Brazil for land detectors so he already had experience repairing some detectors. They trained him for 3 months on the Excals and got him to where he was good on fixing the excals, then in middle of August Fred had to move back to Brazil for personal family problems. According to Dave who runs repair center they have interview 5 people since Fred left and none were qualified enough to hire so far..
Starting another repair center will not be a quick or easy task either as you have to have trained electronic techs who also understand detecting, the relationship between, threshold, sensitivity and discrimination. Next there is the parts supply issue to stock it a new repair center, It is hard now for Minelab to keep up the parts supply for the one in Orlando...
The repair center in Orlando was a back up repair center for the Minelab repair center that was in Illinois, both of the repair techs in Illinois retired in Spring of 2015 and the repair center in Orlando became the primary Minelab repair center. Barry was a retired NASA shuttle engineer and Dave who trained Barry for 2 years on repair detectors runs the repair center, he is a retired Naval Aviation Maintenance officer.
GeorgeinSC
Well-known member
I own three Minelab detectors. Had considered purchasing a CTX-3030 but with the lack of customer service when one needs a repair I am very hesitant to invest that kind of money in a machine that I would have to wait for months to get repaired.
Not blaming the guys in Orlando.
I blame Minelab for the distinct lack of customer service. I know of one Gentleman who said he talked to Minelan about doing repairs and they refused to sell him parts. According to him Minelab Australia told him to tell us to throw those broken machines in the trash and buy a new one.
If what he told me is true Minelab does not understand the meaning of the words Customer Service. I had 15 years experience in Retail and I know customer service when I see it being done and Minelab is not doing anything but LOUSY Customer service.
Not blaming the guys in Orlando.
I blame Minelab for the distinct lack of customer service. I know of one Gentleman who said he talked to Minelan about doing repairs and they refused to sell him parts. According to him Minelab Australia told him to tell us to throw those broken machines in the trash and buy a new one.
If what he told me is true Minelab does not understand the meaning of the words Customer Service. I had 15 years experience in Retail and I know customer service when I see it being done and Minelab is not doing anything but LOUSY Customer service.
treasure_hunter
New member
GeorgeinSC said:
I do not believe what the gentleman said, I would have to see it in writing which he would have as I highly doubt he called on the phone. Minelab has all they can do to keep parts up for the existing repair centers they already have. The only way you can get parts is to be an authorized Minelab repair center, you can't just call Minelab and say "I want parts to repair a detector or to repair detectors." It is the same with other manufacturers, try calling Whites and ask them to send you internal parts for a Whites detector and see what they say.
As I stated earlier, the repair center is interviewing job applicants but they need to get someone that is qualified and who will stay, training a new tech will make the back log longer as it takes Dave off the bench so they want to be sure they don't waste the time training someone who will just leave.....
I own 5 Minelabs, 3 excals, each with a different coil hard wired on, a sov gt and a 3030 as well as a Fisher 1235x. I personally wouldn't hesitate to buy another Minelab detector if the need arose........
Auriemma
Member
ML repairs in FLA does good work. But keep in mind, warranty repairs come first. Then non-warranty jobs.. which are about 7 weeks out (according to my last phone call).
As for selling parts, it depends on the parts, and IF ML Australia will allow it. ML Repairs can only do what they are allowed to do, nothing more.
Don't blame the guys in FLA. They are doing the best they can.
As for selling parts, it depends on the parts, and IF ML Australia will allow it. ML Repairs can only do what they are allowed to do, nothing more.
Don't blame the guys in FLA. They are doing the best they can.
Blame is often not productive, but when a company is too inept to correct significant problems accountability is needed. This is not a temporary situation. More and more are being sold there is no reason to expect a reduction in repair volume. Bite the bullet and invest a bit in the future. If Turkey can make timely repair why not Florida?
dewcon4414
Well-known member
I dont know how many techs ML has now, but 7 weeks is a longgggg time. Makes me wonder WHICH machines are causing the longest back log. Dare say its not the Xcals..... we know people can be taught to work on them quickly and properly. Sometimes a back log can HELP or hurt a company. By help i mean force you to buy a NEW back up. It also makes you think twice about NOT buying used. Not hiring more techs along with these reasons can increase sales.
Dew
Dew
GeorgeinSC
Well-known member
In my case that severe backlog can decrease sales. I have been saving my dollars for a CTX-3030 but NO WAY JOSE when Minelab can not provide any Customer Service when it comes to Repairs.
The excuse of not being able to find any qualified technicians does not fly in my world. There are good Electronics Technicians getting out of the Military every day and these are very bright individuals that could be trained in a very short period of time. Maybe some folks are not actively pursuing new employees.
The excuse of not being able to find any qualified technicians does not fly in my world. There are good Electronics Technicians getting out of the Military every day and these are very bright individuals that could be trained in a very short period of time. Maybe some folks are not actively pursuing new employees.
Champ Ferguson
New member
While I understand the counterconcept as stated by dew, I agree with George/SC re purchases if theres a long term repairs problem with a brand. Service after the sale is a very important part of my decision on what to buy in most everything.
david bull
Well-known member
GeorgeinSC said:
I would have to agree.The biggest setback would have to be the "secret" schematics and the lack of repair parts.Otherwise,any decent technician could do these repairs.I returned an Etrac for repair while still under warranty and they took 7-8 weeks,had a lack of communication and returned it with a new coil deducing that was my problem.While it was off being repaired,I purchased another detector(not minelab)and used it on one of heavily hit sites and was pretty much amazed at what I had missed.When I got the Etrac back it immediately went on eBay.I still own two Sovereign XS detectors but no way would I plop down the dollars for a new model.
dewcon4414
Well-known member
Thanks TH.... i hadnt read the entire thread. Always good information from someone working closely with the Kelleyco guys. I do have to say thou....... sometime those ML reps say some things that get you scratching your head........ like you hunt to much lol. Most water hunters want the best shot out there ........that was my point about picking up another NEW or buying NEW machines. We also get comfortable KNOWING a certain machine...... so if ours goes in for repairs we just dont feel comfortable with something else.
Dew
Dew
treasure_hunter
New member
dewcon4414 said:
Probably 80% of their work are on excals, between repairs and mods for different coils and headphones and the excal is the harder of the detectors to work on. As far as "work on them quickly and properly" they get quite a few excals in for repairs where owners either worked on them or had someone other than minelab work on them and caused more problems than they fixed. The problem on the excals is finding what is causing the issue as any of the switches can affect the other switches as well as a cold solder joint or a drop of salt water on the motherboard which is really 3 boards.
Mine all work. I only dunk a few of them. Some of them don't know how to swim. One is still in the box. I won it in a raffle last year and had the salvage crew of the Capitana autograph it to celebrate the big gold coin find day. Some of the pin point mods were started by Barry and finished by Dave.
ROBOCOP
ROBOCOP
dewcon4414
Well-known member
What.....you only dunk a few of um??? few more waves on your side of the island..... at least now we all know where to go for a loaner lol. I have my pods back 4" from the cuff it keeps them out of the water a lot more. That alone IMO has cut down on my repairs. Thats a shocking number TH especially since they suspended doing the mods now. BUT...... i have to say id rather have it take a little longer and have it FIXED.
Dew
Dew