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Minelab service is awful.

F

fsdigital12

New member
21 days to get my CTX back and they broke something that was working fine before I sent it in.

I was originally quoted 10-15 days turnaround time mind you also. I had to call every few days for a status update and they kept saying "noone has looked at your machine yet.

I was never given tracking, I had to beg for a tracking number. They are obviously understaffed and have no quality control.

Sent my CTX 3030 in for a speaker that does not work

Got the machine back today,

Now the USB port does not work. Machine not recognized by any computer and yes I've tried multiple cables.

Service ticket says "the machine functions all test to spec" Obviously they did not test anything!

Sorry for the vent but obviously I'm frustrated
 
I understand the frustration in situations like this. Hopefully this is a isolated incident and your machine will be back in perfect working order soon.

Good Luck
 
I am sorry to hear about your troubles and I hope you get it figured out. I just want to mention a couple of points, however, to consider. We did have a long holiday weekend that may have played in to the timing issue. If you include this in the set given window, you have 2 days shipping on the front end, 2 days shipping on the back end and a long holiday weekend, so they technically did stick to their estimated time. You can't really count weekends in to the timeframe. I assume they meant it takes 10-15 business days, in normal situations, to turn around our machine, which is really good actually.

I am not justifying any possible wrong-doing here, I am just trying to provide some explanation as to why this may have happened. I know this does not help you, but I have always received excellent service from Minelab, which is the only reason why I would even bother responding here. I am certain Minelab will do whatever they can to make this right. Either way, there is absolutely no excuse for your USB port being defective. Maybe there is a solution to this as well. Have you tried contacting them and asking?

We all need to vent sometimes, and I understand how you feel. Keep us informed about what happens with all this and I hope to hear the upside to this story soon. Give Minelab a call tomorrow and explain what is going on and I would be surprised to hear that they didn't take good care of you.

Good luck!
 
All service sucks if you are on the receiving end of a detector that does not work right. I would not be happy either. Minelab will make things right. The few times I needed service was great. Keep us posted. Hopefully a quick fix and you can be back swinging.
 
I rarely plug mine in..Of course if you want to load an advanced discrimination screen it would be annoying trying to recreate it manually , or if you are hoping to download GPS data or findpoints.
Anyhow, this is a good sized whoopsie by Minelab and I hope they make it right ASAP.
Please keep us informed....
 
Thanks for the support guys.

I wouldn't really mind and you're right I rarely use the program download upload.

The only real reason I'm concerned is not being able to install firmware updates should they be released....
 
did you try a differ USB port?
once hooked up, did you turn the machine on?
if the computer doesn't see it did you double click the computer icon in the start menu to see if it shows up with the other drives?
I'm hoping one of these might work for you.
GL
 
Yup, no difference. Thanks for the help though

This is what I get.

**Update**

Minelab sent me another RMA label and said my repair will be at the "head of the line".

I asked if I could wait till Jan/Feb to send in as I'd like to use it now as its not something I need to have fixed immediately.

They said no. You have to send it in now........another week plus I need to wait again..
 
well look at it this way. Most likely since you're sending it away they will release a firmware update the moment you drop it off at UPS. At least that would be what would happen to me.
 
Sorry you had a mess-up. On the other side of the service issue, I have had nothing but excellent service. Sent one machine on Monday at about 3pm and got it back Saturday at 4pm. But, I have bought 3 new Minelab machines and the only one that was not returned immediately was the Excalibur in 1997. Shipped the E-trac back the same day I got it because of a screen issue. Shipped the CTX back the same day, actually handed it back to the dealer who sent it back because of audio issue. But, they were returned within 10 days or so and I am completely satisfied with the service. And, they are outstanding machines, quite a bit overpriced but excellent.
 
Head of the line they told me that same bull last week when I called to check on it. Another Friday goes bye and they still haven't looked at it. Second RMA since I bought it on July 5 2013. That's barely 4 weeks of use and 5 weeks RMA.
 
fsdigital12 said:
I asked if I could wait till Jan/Feb to send in as I'd like to use it now as its not something I need to have fixed immediately.

They said no. You have to send it in now........another week plus I need to wait again..
Click to expand...


I'd use it without the USB and wait until Winter to send it in. It has a 3 year warranty, so they will still be obligated to repair it a couple months from now. I'm not sure why the guy told you that you "had" to send it in now. :confused:
 
This is what they said "Usually we expect the repair to arrive with-in a week after issuing the RMA#. Please send in your repair to avoid further issues."

So I sent it in.

They Got it on Wednesday the 11th.

The is what they said when I asked about it

"we received your repair in yesterday and it was marked
 
Don't hold your breath. My few repair experiences with Minelab over the years has been that they work in two modes, slow and slower. With a company that large and profitable, there really is no valid reason for less than stellar support. Some folks report that it has improved but.....???
 
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