budaf250
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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.
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.
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 am having with the machine (to let me know that they understand the problem they are 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
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.
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.