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  1. In July 2011 my GPX 4000 went Tango Uniform (toes up)(dead) so having heard so many bad reports about the bad service in Downers Grove in Illinois I emailed Minelab in Australia and quickly received a reply from Nenad Lonic....here's what he said: Hello Don, Sorry to hear your 4000 has developed a fault. Do you still have the push button On/Off? If so, then this is a known problem, and we replace these with a Spring Loaded toggle switch. Unfortunately the forums show a few bad reports of the US service center, but don’t indicate all the happy customers. If you send your detector to the US service center, I’m sure they can repair your unit, and return it to you in a timely fashion. I’vie cc’d Jeff Otero in, and he can advise the correct address to send your unit to. Best regards, Nenad Lonic TECHNICAL SALES REPRESENTATIVE After receiving Mr. Lonic's reply on July 14 I also received this email from Jeff Otero in the repair center with this message: Don I will put your machine into special attention to reduce the time on the turn around, Special attention goes right to the techs desk. The repair itself will depend on what specifically is wrong with the machine and if the tech can repeat the symptom right away. Either way the repair would most likely be done that day and sent out, that is if the machine comes in early enough in the day to start the repair. The serial number is the barcode number. So after receiving those two emails on July 14 I mailed my GPX 4000 to them on July 15....on the 25th of July Mr. Lon Ambercrombie emailed this message to me: Mr. Martin, Good morning, my name is Lon Abercrumbie and I am the Customer Service Specialist here at Minelab. This is a confirmation email informing you that we have received your detector in for repair. Your RMA number is 7959, that is our tracking number here at Minelab. The turnaround time on our ground detectors are 10-15 business days and on Excalibur detectors it is 30-40 business days. When your detector is on the table for repair the technicians will either email you or place a phone call to inform you that you detector is ready for repair. Feel free to contact me anytime at this email address if you have any additional questions. Then on July 27 I received this email from Jeff Otero: Don- Darin has uncovered the problem with your machine at this point. Unfortunately the repair is very difficult and time consuming as it involves board level component replacement. The cost of the parts is minimal but the amount of labor, time wise would be at least 4 hours, possibly more. At minimum the charge for labor would be $300 with the possibility of more. If the labor extends further than that we will inform you of that, for further approval. Please let us know if you would like us to proceed. Jeff Otero Then 8-1-11 Darin Brown posted me this message: Don- To replace the ribbon cable, change a board component and install a new toggle switch with labor and shipping your total is going to run 493.53. When you are ready please call Mary Oster at 630-401-8154 to arrange payment. Regards, Darin D. Brown Customer Care Technician, Minelab Americas Then after several other emails to figure out the shipping method I get this email on 8-2-11: Hello Don, Your total, which includes shipping, is $404.53 USD. Please respond with your visa card number and billing address. Thank you, Mary Oster Finance & Administration Assistant Minelab Americas, Inc. Then the acknowledgment of the shipping: Don Your machine has shipped. Below is the USPS tracking information. If you have any questions please let me know. EC970684275US Thanks Mike Michael Jones Then on 10-3-11 I receive this email from the customs people here in Brazil...without boring you with all the boring details what it says is they want a receipt where I paid Minelab...also I should register with the postal authorities(I did) and I also sent them a receipt marked "paid"...then they wanted me to send them a copy of my bank statement showing where I paid Minelabe...I emailed them they I wouldn't give them the whole page of my bank statement but I did copy and email them the one line showing where I paid Minelab...I did everything this Mr. Faila in customs wanted but then he said none of it was good enough so he sent my GPX 4000 back to Minelab...turns out this Mr. Faila is a wolf in sheep's clothing....for the first several emails they were all in Portuguese then all of a sudden he started his emails in perfect English...A.. H... On 11-4-11 another email from Darin Brown: We have it. Darin Brown Customer Care Technician Then again on 11-7-11 this from Darin Brown: I’m going to check it this morning. Then myself, Jeff and Mike will figure out how we are going to send it back. We’ll keep you posted. Darin Brown Customer Care Technician As you can see up until now this entire thing has taken just short of four months...I've had emails from 7 different folks at Minelab Americas repair....who ever said they couldn't get a reply from Minelab must have been doing something wrong...although they have some new people there now and things are certainly going better...now for the big number one surprise....since the folks in the repair center was trying to figure out how they were going to get my detector back to me Jeff Otero and Ricardo Coelho(Sales Director - Latin America) .... HAND DELIVERED MY GPX 4000 TO ME TODAY 11-18-11 HERE IN URUACU, BRAZIL!!!! I my opinion the repair center did a good turnaround...great communications and now I'm a happy camper...even with my forced down time to get healed up...
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