budaf250
Forum Supporter
Just got word that they have a new service center. It is in Pennsylvania. Just got my CTX back from KellyCo and now it is off to the new service center.
More good news from Minelab
- Thread starter budaf250
- Start date
Location please??
basstrackerman
Elite Member
Yes please an address so I can screenshot it
Minelab Jamie
New Member
Hi everyone -- be sure to contact us at [email protected] for sending in repairs. We will create a RMA for you and provide instructions to send it in to the repair center!
calabash digger
Banned
- Joined
- May 3, 2016
- Messages
- 2,566
you guys are on top of it these days ... lol I think they have been reading the forums guys.
I think you're right Calabash.
zeemang
Forum Supporter
That's great news! They make top notch machines, but when something goes wrong the wait can be frustrating...
steveg
Elite Member
Address/phone number for the new center, anyone?
Steve
Steve
steveg
Elite Member
Well budaf250, thank you (and Minelab Jamie and Mikey48) for the info here. Turns out this thread was created just in time. My Explorer decided to flake out this morning -- it's stuck in "overload," like when you detect a large, shallow object. No matter what I do, it won't clear (power off/on, disconnect coil, etc. -- nothing "clears" the overload). 
So, I guess I'm going to have to send it in.
I called the number Mikey48 gave, but it was weird; it didn't even say anything like "you have reached Minelab." It was just a voice mail box saying "you have reached voice mailbox number xxxx, please leave a message." I hope that's what's supposed to happen; I left a message but haven't received a call back yet. I also sent an email to the address that Jamie provided, but haven't heard back via email, either. It is a weekend, though, so hopefully Monday.
Anyway, thanks everyone!
Steve
So, I guess I'm going to have to send it in.
I called the number Mikey48 gave, but it was weird; it didn't even say anything like "you have reached Minelab." It was just a voice mail box saying "you have reached voice mailbox number xxxx, please leave a message." I hope that's what's supposed to happen; I left a message but haven't received a call back yet. I also sent an email to the address that Jamie provided, but haven't heard back via email, either. It is a weekend, though, so hopefully Monday.Anyway, thanks everyone!
Steve
The link below is about Minelab's new repair facility:
https://www.minelab.com/usa/go-minelabbing/news?article=320105
https://www.minelab.com/usa/go-minelabbing/news?article=320105
steveg
Elite Member
Just wanted to update everyone...
FedEx'd my machine to "Detector Center," Minelab's new PA repair facility, after getting an RMA number and address from my contact person at [email protected]. They received it today; FedEx tracking showed it dropped off at 11:21 AM. At 12:07 PM EDT, I got a text message from Detector Center saying that they had my machine, gave me a ticket number, and said I would get updates "as they happen." I also received an email at 12:07 PM EDT. In this email, they outlined/summarized what I wrote in the letter as being the problem I was having with the machine (to let me know that they understand the problem they were looking to troubleshoot). They said they would provide me an update as soon as they had diagnosed the issue, and to contact them if I had any questions.
A short while later, I sent them an email, asking them to call me because I had something I wanted to mention to the repair tech. They called me within 45 minutes of me sending the email, with the machine already taken apart and in the hands of a Minelab technician on the bench; they said they'd let me know when they had diagnosed the problem.
At 2:05 PM EDT, got another call from Detector Center. Detector was finished/repaired. Wow! They said they would be shipping it back out this afternoon via FedEx. Just over 2 1/2 hours from the time FedEx dropped off the machine, until the repair was completed? And back in the mail to FedEx on the same day it was received? I am impressed.
Problem was with one of the coil wires inside the control box housing; it was rubbing on something on the PCB, either a small soldered-on component, or else a "sharp edge" of the solder joint itself. It rubbed all the way through the outer insulation of the wire, to the conductor itself. In any case, they fixed the wire issue and bench tested -- no more overload signal, all is working properly. They charged me only a labor charge ($37.50), plus return shipping cost -- total out of my pocket (a non-warranty repair), $60.
Very, very impressive.
Kudos, Minelab!
Steve
FedEx'd my machine to "Detector Center," Minelab's new PA repair facility, after getting an RMA number and address from my contact person at [email protected]. They received it today; FedEx tracking showed it dropped off at 11:21 AM. At 12:07 PM EDT, I got a text message from Detector Center saying that they had my machine, gave me a ticket number, and said I would get updates "as they happen." I also received an email at 12:07 PM EDT. In this email, they outlined/summarized what I wrote in the letter as being the problem I was having with the machine (to let me know that they understand the problem they were looking to troubleshoot). They said they would provide me an update as soon as they had diagnosed the issue, and to contact them if I had any questions.
A short while later, I sent them an email, asking them to call me because I had something I wanted to mention to the repair tech. They called me within 45 minutes of me sending the email, with the machine already taken apart and in the hands of a Minelab technician on the bench; they said they'd let me know when they had diagnosed the problem.
At 2:05 PM EDT, got another call from Detector Center. Detector was finished/repaired. Wow! They said they would be shipping it back out this afternoon via FedEx. Just over 2 1/2 hours from the time FedEx dropped off the machine, until the repair was completed? And back in the mail to FedEx on the same day it was received? I am impressed.
Problem was with one of the coil wires inside the control box housing; it was rubbing on something on the PCB, either a small soldered-on component, or else a "sharp edge" of the solder joint itself. It rubbed all the way through the outer insulation of the wire, to the conductor itself. In any case, they fixed the wire issue and bench tested -- no more overload signal, all is working properly. They charged me only a labor charge ($37.50), plus return shipping cost -- total out of my pocket (a non-warranty repair), $60.
Very, very impressive.
Kudos, Minelab!
Steve
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adirondak5
Full Member
detectingMO
Forum Supporter
Add more to the new service center good news.
Received my etrac Thursday. Receipt acknowledged Friday. Repaired today, Monday. On it's way back. Total turn around will be about 9 days including shipping time and weekend.
Received my etrac Thursday. Receipt acknowledged Friday. Repaired today, Monday. On it's way back. Total turn around will be about 9 days including shipping time and weekend.
steveg
Elite Member
Big Boys Hobbies
Forum Sponsor
We are seeing and hearing nothing but good things from customers on this change. Nice work Minelab!
