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:clap: Current Update on Minelab Maintenance Probs.

B

BigDan

New member
My friend Gerry McMullen (Gerry's Detectors- Boise,ID) sent me this information yesterday. I have found Gerry to be a man of his word. He was responding to an ongoing problem I experienced this summer getting my Excalibur repaired. He was most helpful and I now have it back.I tested the Excalibur II this week and found it to be better than when I took it out of the box. I did not get over any rings with it but it was routinely picking up coins at 18 inches depth in salt water

" I just returned from Minelab conference and have great news.

1st off, the #1 complaint from all Minelab dealers was the turn around time on repairing detectors.

Here is what has changed to make things better.

Minelab goal in the near future, is for all machines other than Excal to be turning around in approx 2 weeks. The last 30 days, has shown a great progress with an average of 14 days (excluding Excal). Some sooner than 14 and a few less.

The new Techs are the most trained of any Minelab has ever had in the US and they just returned from Australia recently with their certificates.

We dealers were not aware of the time it takes for Excals to be repaired, so we had no way to inform you (the customer). At the conference us dealers were all updated/informed on the repair times for Excals and now realize some of the delay. The resin that seals both end caps is very tricky and has to completely dry prior to testing. The old way of testing in US was not sufficient as what will be happening very soon.

Minelab just purchased a high end testing tool and submersible tank to accurately test the Excals. The new repair time will get sped up some, but not to where the land units are as all water machines take longer. The big issue to me was that Minelab USA was not passing this info down to the dealers and customers and Minelab USA was not explaining why the delay. If dealers knew this info, we could have updated you (the customer) which is better than no update at all.

If I heard it correctly, the Excals new test piece will not only speed up the testing but ensure a more uniform test and cut back on the few that were sent out and still did not run properly.

Peter Charlsworth (CEO of Minelab Australia) made it very clear that Minelab USA will get their repair times down and more compared to their Australia facilities which averages less than 7 days."

Gerry
 
I was called Monday and told they did receive my excal, but that it would be around 45 days before a tech could even look at it, but after that they would call me and let me know what the problem is. On a another note, my CZ came in yesterday so I will be in the water with it this weekend. So minelab keep the excal as long as you need to repair it, Fisher has me covered:wiggle:
 
txkickergirl said:
I was called Monday and told they did receive my excal, but that it would be around 45 days before a tech could even look at it, but after that they would call me and let me know what the problem is. On a another note, my CZ came in yesterday so I will be in the water with it this weekend. So minelab keep the excal as long as you need to repair it, Fisher has me covered:wiggle:
Click to expand...

UUmmmmm:unsure: 45 days before a tech could even look at it?

Words are one thing, actual customer experience is another.
 
diggindirt said:
txkickergirl said:
I was called Monday and told they did receive my excal, but that it would be around 45 days before a tech could even look at it, but after that they would call me and let me know what the problem is. On a another note, my CZ came in yesterday so I will be in the water with it this weekend. So minelab keep the excal as long as you need to repair it, Fisher has me covered:wiggle:
Click to expand...

UUmmmmm:unsure: 45 days before a tech could even look at it?

Words are one thing, actual customer experience is another.
Click to expand...

Good thing is that in most cases, what you get back, will be worth the wait.
 
[/quote]Good thing is that in most cases, what you get back, will be worth the wait.[/quote]

With all the reading I've seen lately on MANY forums about the latest Asian made Excals, there seems to be some QC issues due to units needing to be sent back for various problems. What's even more troubling is some users have had them come back without being repaired properly or in worse shape.

Now I'm not trying to start any battles here, but lets be honest and admit there's some real problems with the new company since the change in ownership?
I really do hope they get it all figured out and provide quality made machines again for everyone!!!

I was on the fence about adding one to my collection, but I'll wait and see if they get their act together before taking a plunge on a 1k + detector!
Now be real, 45 days before they even get to look at the machine, that's just not right!:confused:
 
-- moved topic --
 
my new one was one of the last made in Ireland....and it is believed because several of the last batches had problems that perhaps the folks knowing they were out of a job, just slapped it together. Anyone have the new ones made in Malaysia? It would be interesting to know how many of the new ones are having problems, because I was told it was the last ones from Ireland only.

Yeah when I sent my old one in middle of Feb. I was told 30 day turn around time, then I got it back in May. So it will be interesting to see how long the turn around time is on this one.
 
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