Marine Electronics Forum - Simrad WR20 remote failure - how to get support

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stevemitchell
03-21-2012, 11:05 PM
Hello,

I have a brand new Simrad WR20 handheld remote that had been working for about a week. Now, the handheld portion has stopped turning on and charging. I have not been able to get it to work at all in several days.

It was being charged appropriately, and I've left it on the charger since this started happening a couple of days ago just to see if it was out of battery. It's not. It has a slight electronics smell to it as well.

Anyone ever have this happen?

How do I go about getting this fixed? I bought it from Defender online, and don't have the boxes or original packaging stuff as it's been 2 weeks since install.

Simrad's support site says to contact a local dealer?


cravenMH
03-22-2012, 03:57 AM
Simrad's support site says to contact a local dealer?

So have you tried that? ;?

bradv
03-22-2012, 04:14 AM
id call defender.


stevemitchell
03-22-2012, 08:38 AM
I've tried a local dealer, and they said because it's so new to deal with whom I bought it from or from Simrad.

Simrad has never responded (contacted them a week ago) and Defender said they could process an RMA if I had the original packaging. I don't.

So I have a $600 non-functioning unit. I've never had any problems with Simrad stuff - have a lot of it - so I don't know their support structure.

I will try another local dealer...

clambite
03-23-2012, 05:26 AM
I have heard that the quickest response from Simrad is through email.

offshore3144
03-23-2012, 05:47 AM
I have had a extra battery on order for my WR20 since January. I hate to beat the drum but this is typical Simrad service since Navico took them over.

Butch Davis
03-23-2012, 06:54 AM
Steve,

Call Simrad Customer Service. Get a Return Authorization Number and return the item to Simrad. The original packaging is not a requirement for service for your unit. You will likely receive a new one as soon as they receive your original.

You are not seeking a refund, right? You are seeking warranty support, right?

Defender does not do warranty support or service. To get a refund they need the original packaging so they can get a refund from Simrad.

Generally it is a good idea to keep the original packaging for any new electronic device for at least 30 days or for as long as the seller offers a money back guarantee.

Offshore,

It may be time to revalidate your order. Did you order from Simrad?

offshore3144
03-23-2012, 07:06 AM
Steve,

Call Simrad Customer Service. Get a Return Authorization Number and return the item to Simrad. The original packaging is not a requirement for service for your unit. You will likely receive a new one as soon as they receive your original.

You are not seeking a refund, right? You are seeking warranty support, right?

Defender does not do warranty support or service. To get a refund they need the original packaging so they can get a refund from Simrad.

Generally it is a good idea to keep the original packaging for any new electronic device for at least 30 days or for as long as the seller offers a money back guarantee.

Offshore,

It may be time to revalidate your order. Did you order from Simrad?

I have checked with Boe and Simrad has not shipped them as of last week.
Per Simrad you cannot order the battery from Simrad you have to go through a dealer. Well dealers don't have them and they were supposed to ship in January per Simrad..

stevemitchell
03-23-2012, 11:45 AM
Thanks for everyone's responses.

I have tried Simrad through email. Twice with no response. I've called and been on hold for 15 minutes before giving up.

Defender responded and said they are working directly with Simrad and they aren't sure what they can do because they sell the whole unit, not pieces (which makes sense). However, at least they are trying unlike my local reseller, and responding.

Overall, very disappointed with Simrad - I have had zero issues with their gear in the last 4 years, but am now reconsidering whether I should be using their stuff as much if it's not supportable.

Hearing that someone else is having similar issues getting just a battery is not confidence inspiring. I don't think their support policies are really that clear either.



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