Ctx repair nightmare

[Diggs4ever]

I am a canadian who purchased my detector from the united states, my ctx developed a issue with the pinpoint trigger and needed repair, so I contacted minelab america not minelab canada and asked what steps needed to be taken to get my ctx fixed, they issued me a RMA# and told me I would recieve a ups shipping label to send it in, which I did and sent it in.This morning I recieved a email from jack summers stating, BUYER BEWARE


Hello Chad,
I wish to inform you that an error had been made by Minelab Americas Service Department regarding your warranty claim on RMA xxxxx. As stated in my email sent you on October 11. 2012 (see below), since your Detector was not originally sold by a Canadian Minelab Authorized Dealer, any Warranty and Support issues would be solely be the responsibility of "the country of origin" and all transportations costs for any services required would be at your expense.

To ensure we are perfectly clear here, the responsibility and expense of shipping your product for Warranty Service to Minelab Americas is yours alone. Unfortunately the Minelab Americas Customer Service Agent you spoke with did not ask for proof of purchase, nor if the product was purchased from a Canadian Dealer before issuing you a UPS Pick Up Tag. This was an error on their part and steps have been taken to assure this is not repeated. Our Policy is clear and you had already been advised of your responsibilities herein. Since your product was shipped to Minelab Canada in error, we have returned shipped this directly to you as follows:
Now this completely blows my mind and if someone spends close to 3000.00 dollars on a detector and this is the type of nonsence I haft to deal with, It was minelabs mistake telling me to ship it to the canadian service depot I clearly told the agent I was in canada and purchased my detector from the states. Here is our email back and forth

I just got a phone call from radio world stating they are not responible for the service because the detector was purchased in the states and they are awaiting a reply from minelab america as to what to do with my machine. I believe in customer service and dont understand what is going on, I would like someone to get back to me to explain to me what ive done wrong and why I am being treated in thiis manner. I followed instructions as stated below, cheers chad

> From: Service@minelabamericas.com
> To: diggs4ever@live.ca; Service@minelabamericas.com
> Date: Sat, 13 Oct 2012 08:18:05 +1030
> Subject: RE: Ctx 3030
>
> Hi Chad, you're all set to send it in. Your RMA number is xxxxxx. Keep this number for your records. You'll receive an email from UPS that contains a prepaid shipping label. Print the label, attach it to the shipping box and drop it off at any UPS Store. If you have any questions just let me know. Have a great weekend!!
>
> Thank you,
>
> Brian
>
> Brian Erne
> Customer Care Coordinator
> Minelab Americas | 1938A University Lane, Lisle, IL 60532 USA.
> Customer Care: 1-877-767-6522| D: 1-630-401-8156 | F: 1-630-401-8186 | E: Brian.Erne@minelabamericas.com
>
>
>
> Follow us by clicking here:
>
>
>
> -----Original Message-----
> From: chad butler [mailto:diggs4ever@live.ca]
> Sent: Friday, October 12, 2012 3:30 PM
> To: Service Minelabamericas
> Subject: Re: Ctx 3030
>
> Name is Chad, serial number is- xxxxxxxxxxxx, problem is the pinpoint trigger button is faulty it cuts in and out, will work for a few moments the cut out again and wont work, I purchased this machine off of a gentleman in the states, I reside in canada, the warrenty has already been transferred over to me, cheers chad
>
> Sent from my iPad
>
> On 2012-10-12, at 5:22 PM, "Service Minelabamericas" <Service@minelabamericas.com> wrote:
>
> > Chad, I need the following information to generate the RMA:
> >
> > Name
> > Address
> > Phone number
> > Serial number ( I need the one in the battery compartment) Problem
> > with detector
> >
> > Thank you,
> >
> > Brian
> >
> > Brian Erne
> > Customer Care Coordinator
> > Minelab Americas | 1938A University Lane, Lisle, IL 60532 USA.
> > Customer Care: 1-877-767-6522| D: 1-630-401-8156 | F: 1-630-401-8186
> > | E: Brian.Erne@minelabamericas.com
> >
> >
> >
> > Follow us by clicking here:
> >
> >
> >
> > -----Original Message-----
> > From: chad butler [mailto:diggs4ever@live.ca]
> > Sent: Friday, October 12, 2012 2:45 PM
> > To: Service Minelabamericas
> > Subject: Re: Ctx 3030
> >
> > Thx brian, that looks to be the only way of getting the issue fixed so
> > yes please send me forms for sending it in, cheers chad
> >
> > Sent from my iPad
> >
> > On 2012-10-12, at 4:37 PM, "Service Minelabamericas" <Service@minelabamericas.com> wrote:
> >
> >> Hi Chad, unfortunately, there is no easy fix if it's not working. You would have to send it in for repair. If you want to send it in let me know and I will get you an RMA (Return Material Authorization). Have a great weekend!
> >>
> >> Thank you,
> >>
> >> Brian
> >>
> >> Brian Erne
> >> Customer Care Coordinator
> >> Minelab Americas | 1938A University Lane, Lisle, IL 60532 USA.
> >> Customer Care: 1-877-767-6522| D: 1-630-401-8156 | F: 1-630-401-8186
> >> | E: Brian.Erne@minelabamericas.com
> >>
> >>
> >>
> >> Follow us by clicking here:
> >>
> >>
> >>
> >> -----Original Message-----
> >> From: chad butler [mailto:diggs4ever@live.ca]
> >> Sent: Friday, October 12, 2012 1:46 PM
> >> To: Service Minelabamericas
> >> Subject: Ctx 3030
> >>
> >> Hi, my name is chad and I have a ctx 3030 that has a faulty
> >> pinpoint trigger, sometimes it works and sometimes it doesnt there is
> >> no telling when the trigger will work or not, is there a easy fix to
> >> this problem or could someone get back to me as to why this is
> >> happening and what steps I can take to resolve this issue, cheers
> >> chad

[stewart73]

Your post is a bit confusing. So you purchased your CTX in the States, had a problem and Minelab America mistakenly told you to ship it to Minelab Canada? And then they shipped it back to you and told you you need to ship it to the States to be fixed? Is that correct? Did they refund you for the mistaken shipping?

[Diggs4ever]

Yes thats correct except I haft to cover all shipping fees which are quite expensive on a 9lbs parcel with insurence for 2500, And will likely be charged a customs fee when it returns from the states, and yes the post is confusing and the email portion should be read from the bottom up

[stewart73]

Interesting situation. I checked their Limited Warranty Conditions and didn't find anything about "country of origin" but rather this:

Purchasers must return any defective Products to one of Minelab's Office addresses (see below) or a Minelab Authorised Service Centre (as listed on Minelab's website www.minelab.com), as determined by the location of the Purchaser.

I would take this to mean that regardless of where you purchased the machine you would send it in for repairs to the closest Authorised Service Centre or Minelab office. Hopefully somebody with more experience than me will chime in but it sounds like you got the short end of the stick. If I were you I would be contacting Minelab again for clarification.

[Iron Mask]

I am confused as to the missing email from October 11.
Anyway you have your machine in your hand and you have not paid any shipping fees have you? You did not order a pick up so why should you pay?
The only issue will be getting it repaired now.
Hope you get it sorted.

[Kyle]

so much for the "good" aftercare ....i feel for you and your shoddy treatment chad - not good at all.... in fact appalling ..but you do have a very good case to take this forward.

good luck hope you get it sorted

[Garry J]

If the machine was in ok condition, all this could have been avoided.

[JBM]

This is a very disturbing thread to read especially to potential new customers.

I have many happy memories of Minelab, spending a lot of money on various very good detectors before it was taken over by Codan.

Best of luck getting it sorted. Jerry.

[John Winter]

This same post was also on a Canadian forum, where Jack Summers of Minelab Canada replied ... perhaps it is right that he also has his say here. Albeit by proxy ... but at least you see the other point of view.

… once again you will be called out by an Authorized Minelab Distributor for fabricating stories that are based on the truth, but not the whole story!

Just a few short weeks back you were kicked off of Findmall for the exact same reasons and I am not surprised to read your twisted tale.

Tomorrow morning, when I arrive back in my office, I will copy and paste all of our correspondence, which clearly shows you were fully advised of our position on the matter, the Minelab Policy on importing products from other territories and all.... " just to set the record straight"!

As always, I will stand by my words, my commitment to Minelab and the Canadian Authorized Dealer Network!

For any interested parties that require further explanation, allow me the grace of informing you that Minelab Canada is the exclusive Distributor for Minelab products in Canada. We have built and support a Canadian Dealer network which fully supports Canadian Customers.

Our Authorized Service Centre in Toronto serves Canadian Customers expeditiously and at no cost to the consumer (Warranty Repairs), eliminating the need and expense of cross border service!

We pride ourselves in everything we do, especially by providing Service Excellence to Canadians. Those who choose to purchase outside of Canada are NOT entitled to Service from our facility!

Regards

Jack Summers
Minelab Canada


To All Forum Members:
Out of respect to all Forum Members and Moderators, I will not post further on this thread as I have more than made my point and can prove beyond a doubt. Comments made regarding this matter, about Minelab Canada and our Customer Service attitude and policies have been manipulated to make a better read or provide a distorted point of view out of spite. The facts remain what they are and I stand by my words.

If anyone wishes to contact me directly, please feel free to send me a PM, email me at <jack@minelab.ca> or call me at 416-667-1000 ext 105.

Respectfully

Jack Summers
Minelab Canada

Please don't attack me ... I am just the messenger.

[John Winter]

Forgot to say ... I also question the ethics of publishing private emails on a public forum.
Just a thought.

[stewart73]

Even after reading Mr. Summers' explanation I still do not understand why Minelab Canada won't touch the machine simply because it was purchased in the States? Surely a Minelab is a Minelab no matter where it is purchased, assuming it is purchased from a licensed dealer and still under Minelab warranty? Does this mean that if I purchased a Minelab in the States and then moved to Australia and had trouble with it, Minelab Australia wouldn't touch the thing? I would like to see this policy of "importing products from other territories" that Mr. Summers is referring to. On their website Minelab spells out their Limited Warranty Conditions and make it sound like the service location "nearest the Purchaser" will be where the machine is sent for warranty repairs, not "nearest to where the machine was purchased". Perhaps I reading this wrongly?

At any rate I have emailed Mr. Summers asking for information on their "importing from other territories" policy. Living in Japan and using Minelab products this would directly affect me though this is the first I have heard of it.

[Diggs4ever]

Yes its no ones fault just a matter of you haft to send it to the country you purchased it from for it to be repaired, rules are rules I guess

[Diggs4ever]

Jack summers has contacted me with a tracking number and did go above and beyond his obligations to help me out in this manner, So I would like to apologize to minelab canada and jack summers for providing misleading details and not fully telling the whole story

[whigsvolt]

Jack summers has contacted me with a tracking number and did go above and beyond his obligations to help me out in this manner, So I would like to apologize to minelab canada and jack summers for providing misleading details and not fully telling the whole story

I dont see why you have to appologise to what is in my opinion a terrible attitude from a Minelab Rep.Even though he has pulled out all the stops to help This Time
As Stewart says if you move from the The Uk to Canada does that mean you have to send it all the way to the Uk for a warrenty repair.What a shit set up that is.

[jcmaloney]

I wouldn`t have thought it unreasonable that a global company, like Codan, should service/repair in whatever country their CUSTOMER finds themselves with a detector? Or is it just a method to stop CUSTOMERS buying machines at "lower than their local authorised dealers" prices?
At least your not stuck on an island having to pay what the cartel decides!

[stewart73]

At least your not stuck on an island having to pay what the cartel decides!

You must be referring to Japan...a new Etrac from a Minelab authorized dealer here is over $2500 US. I paid about $1200 for mine brand new (with free shipping thrown in!) from the States.

[Iron Mask]

I have been banned from findmall so what is the relevance to that anyway? Everything about that forum is crap.
I'm with Stewart on this one. Warrant should be covered in the nearest possible location. If actually under warranty who's business is it as to where I bought a product from.

[Iron Mask]

Here it is in the small print.
To the maximum extent permitted by law this warranty:

is extended to the purchaser identified in the Warranty Registration Card ("Purchaser") and is transferable to a legitimate subsequent owner residing within the country of the original purchase;
So basically if you take your machine on a holiday long detecting vacation and need to get a quick fix done under warranty you are basically screwed. That is unless you are vacationing in Ireland and then you just send it to Finnbar and he will sort it anyway.

[newseeker]

Here it is in the small print.
To the maximum extent permitted by law this warranty:

is extended to the purchaser identified in the Warranty Registration Card ("Purchaser") and is transferable to a legitimate subsequent owner residing within the country of the original purchase;
So basically if you take your machine on a holiday long detecting vacation and need to get a quick fix done under warranty you are basically screwed. That is unless you are vacationing in Ireland and then you just send it to Finnbar and he will sort it anyway.

im not sure, how see it if you are the original purchaser, you can get it repaired anywhere but if yours is secondhand then you have to send it to have it repaired where it was originally brought.so stewart should be able to get his repaired in japan because he brought it from new and digs alot got his secondhand so would have to get his repaired in America because that is where the original purchaser came from.so had digsalots brought it new he would have been able to get it repaired even if he imported from America. But i might be wrong

[Kyle]

what a joke ..theres no doubt its to stop you getting the best buy by shopping around - its a form of price fixing to my mind - to be fair to minelab there not the only company that do this type of thing.
this is the danger of buying second hand and will affect the selling on of the units using places like ebay etc - it means you need to get the serial no prior to purchase and check the original sale location....the warranty is NOT tranferrable then if you sell to someone outside of your country so reduces market audience of selling them and should be pointed out.

on another note ...i would love to know to date how many of the ctx have been returned for various issues - chad get a xp deus

[Kyle]

i wonder how it works with England, Scotland and Wales and Ireland....i know its all the united kingdom but how would the law see it ? and if that could set any presidents for people cases....or is their small print covering that too

[dave9]

There are many CTX detector's had issue's of late in the UK,but i bet all were sent back to their place of purchase and the problem sorted.

[Kyle]

Dave9 ..i agree that the likes of joan allens as a dealership is astounding to deal with - i think companys like that are doing some huge favours for minelab in their approach to dealing with people. i was most impressed with them as a company.

[jcmaloney]

You must be referring to Japan...a new Etrac from a Minelab authorized dealer here is over $2500 US. I paid about $1200 for mine brand new (with free shipping thrown in!) from the States.

I was thinking much closer to home. Have JA annexed sales in Japan as well??

[Rob]

There are many CTX detector's had issue's of late in the UK,but i bet all were sent back to their place of purchase and the problem sorted.

A few in the States as well Dave, machines being replaced under guarantee, new ones being on steroids and totally different to the ones sent back so I am told.