Marine Electronics Forum - Very unhappy with Lowrance!!!!!!!!

THE HULL TRUTH is the world's largest FREE network for the discussion of Boating & Fishing. Whether you're researching a new boat, or are a seasoned Captain, you'll find The Hull Truth Boating & Fishing Message Forum contains a wealth of information from Boaters and Sportfishermen around the world.




jaksonbrown
03-27-2012, 12:49 PM
I just dropped over 5 K in electronics on a complete package including a Lowrance HDS-8 Gen 2, a HDS-5 Gen 2, 4G radar and the LSS-1 side scan sonar bundle.


Got it all hooked up last weekend and it seems after talking to the Lowrance customer service tech, that the brand new LSS-1 is faulty.


So I try to take it back to where I bought it from, and am told that Lowrance has discontinued the LSS-1 and they have no more to replace it with. Im told I must deal with Lowrance and Navico directly. So I call Lowrance and they confirm that I must send it in. Get this.....


They will not pay for the shipping to send it back, and they tell me that it will be 20-30 days before I can expect it back!!!!!!!


This is pathetic customer service from what I thought was a very reputable company. I would have expected them to say..."overnight that to us and we will get you a new one out as soon as we recieve it!" But a MONTH????!!!!!!!


Very bad Lowrance!!!!! I am unimpressed!!!!!


Magnolia Sun
03-27-2012, 01:22 PM
That sucks anyway you look @ it. One month seems way too long myself. Also that you have to pay for shipping back. I live in MA. & the season hasn't started yet....so you may be in warmer weather location which would makei t even worse. I've never been a Lowrance person myself, but people on this boards say they have gotten better in the past year or so. Good Luck!

Hightides
03-27-2012, 01:58 PM
I had a similar experience with Lowrance a few years ago (which is why I now have Raymarine, whom in three years I've fortunately not had to test). I let Lowrance know that wasn't acceptable, escalated the issue in their customer service department and they were suddenly able to return the unit by the end of the week. Keep after them. At least you should learn the reason for such a long time: Perhaps the replacement stock has yet to arrive from China. It IS a slow boat.


semperfifishing
03-27-2012, 02:11 PM
You seem to be saying you just bought your system.
Then it might help to be dealing directly with your retailer first....especially if your system is less than 30 days old.

yachtjim
03-27-2012, 02:15 PM
Just return the one you have and order one form us. We still have a bunch.

Doubled Up
03-27-2012, 03:05 PM
Hi Jackson (unimpressed)... I am proud to be one of the Navico (lowrance - simrad) Senior Pro-Staffer's. Sorry for your faulty equipment. Unfortunatly, issues like these occur... I would love to be able to help you thru your issue. Please send me a pm with your contact info (phone#), and surely I can help you out. There are a couple of things that I need to know to help you out (if you sent in the rebate, who is your local rep, r/a#). I am leaving for vacation this thrusday 5am and can possibly loan or trade one. Looking forward to hearing from you asap. Thanks; Steve <'////><

Bayfly
03-27-2012, 04:15 PM
I'm subscribed!:grin:

AlexCT
03-27-2012, 04:45 PM
Navico customer service blows. hold times for CS on the phone are often 20+ minutes only to get a person who needs to transfer you to someone else for your problem. then, they never have any items in stock "but they are one order" coming in "sometime soon." I get this every time i call them. garmin is the best hands down. I've had numerous fantastic experiences with them. Raymarine has been hit and miss, most of the time very good, but occasionally its been difficult to get a hold of them.

If its a recent purchase under 30 days, the retailer should return it as defective and return to vendor it for the refund. You get your money back instantly, then buy from someone who has it, or order and LSS-2

MotionsOn
03-27-2012, 04:56 PM
I have installed the Furuno Vx2 and Navnet 3d in my boats. Hands down Furuno tech support has been the best I have ever experienced. I generally get thru immeadiately. Navico needs to up thier game

sharktripper
03-27-2012, 05:06 PM
First of all, You don't have nearly enough posts to come on here and bash any of our favorite products. THT protocol mandates call for a minimum of 9,368 posts before you have ANY credibility here. So just be a good boy and keep your mouth shut, unless,of course, you want to badmouth Contender boats, Blackfin Mike or some other unfortunate target. :jk:

No really, I think after some prodding like you just did, Lowrance will finally step up. I found their customer service to be inconsistent at best. Sometimes they piss me off to no end, other times, they surprise me by doing the right thing immediately. Hopefully Doubled UP can help you out. Good Luck!

nevermind...
03-27-2012, 05:10 PM
Navico customer service blows. hold times for CS on the phone are often 20+ minutes only to get a person who needs to transfer you to someone else for your problem.

I'm pretty picky about the tech-support I get, especially when I spend several hundred or a few thousand. So far, so good for me. FWIW, I've called Lowrance a few times and got a helpful person within 5 minutes. They got me my answers and didn't have to transfer me.

Seeing Doubled Up jump in and offer to make this better (if not right) is great to see. Kudo's to D-Up!

semperfifishing
03-27-2012, 05:20 PM
A key point for a customer is working with a retailer that is going to offer their support if things need to be ironed out.

That is one of the things I really like about THT..all the sponsors and vendors here have a personal stake and are willing to not only to be technically helpful but professionally accountable.
It makes a marked difference when things go south.
And with ANY system..things can go south.

Birdman
03-27-2012, 05:46 PM
First of all, You don't have nearly enough posts to come on here and bash any of our favorite products. THT protocol mandates call for a minimum of 9,368 posts before you have ANY credibility here. So just be a good boy and keep your mouth shut, unless,of course, you want to badmouth Contender boats, Blackfin Mike or some other unfortunate target.



Not only that, DO NOT TRY TO FIX OR TROUBLESHOOT the thing yourself!!! Your liable to burst into flames immediately!!!!

Birdman
03-27-2012, 05:46 PM
I'm subscribed!:grin:

:rofl:

toolguy73
03-27-2012, 05:56 PM
Jackson

You should describe your problem here on this forum. Maturely and calmly. Similar situation for me; tech wasn't sure, HDS unit may be bad, but first they're gonna send this out, etc.

My problem was diagnosed with a suggested solution within 3 hours after posting. There's no advice equal to what you can get from experienced users. They are here, and they are reading.................

yz250b
03-27-2012, 06:19 PM
I have had the exact opposite experience . The usual haters are present in this thread.

DawgBone
03-27-2012, 06:26 PM
I had an opposite experience....

I had a defective wire harness of my SonicHub, in which, from what I could tell, was that the power was touching ground in the plug itself(which melted so badly, that I couldn't make ends of it)....

Anyways.... I contacted loproducts <products@lowrance.com>, and they directed me to Fusion because they had no part number for the harness.... But they did offer to send me a freebie from their shop, that they had laying around....

I ended up getting a whole new setup from them.... I now have two SonicHubs, in which both still work even after the melt down.... I just need a harness for the first one....

But that was awhile ago, and customer support/service could have taken a turn since they're latest products have become somewhat popular....

ninetoes
03-27-2012, 06:59 PM
I have to say that I have been blown away by the support I have had from Navico for Simrad. I bought a NSE 12 which was installed by a very good local electronics guy (Jonathan at CK Blanton Marine Electronics in Socastee SC). About 9 months later I had a fatal software error that would not allow my system to work. I had a brand new NSE 12 installed in 4 days for free. I got nothing but rapid response and good help from my local guys and the people on the phone from Navico.

By no means am I discounting what appears to be sorry service but I dont know if that is how they always handle their clients.

Ladder1
03-27-2012, 07:16 PM
I feel your pain, I bought a fuel management system less than six months ago for my boat and they shipped all but the meter and fail to tell me it would be FIVE weeks before they would be able to ship the meter. I cancelled the order and they charged me 25 dollars for shipping and 15 or 20% restocking fee. Their customer service gave me the usual run around. SO I AM DONE WITH THEM!! Good Luck!!!

King Killer
03-27-2012, 07:30 PM
Wow,
Double up I hope your taking notes, won't take long for this kind of poison to kick in andtake hold. Owned lowrance years ago and was a good unit. Have heard very little positive since they moved their operation.

Bob

dreamin-on
03-27-2012, 07:32 PM
FYI, Lowrance did not charge me return shipping on my faulty HDS-7 last summer. I sent it to them and they sent it back.

Idiot
03-27-2012, 08:47 PM
even as a professional i cringe at calling navico for tech support. i've been treated like an "idiot" :) before i could even explain the issue i had and the steps i took so far to troubleshoot the problem. the guy on the phone assumed he knew the issue before hearing all the facts and was cocky and rude.

i rarely need to call them, but give me furuno tech support any day.

DawgBone
03-27-2012, 08:56 PM
even as a professional i cringe at calling navico for tech support. i've been treated like an "idiot" :) before i could even explain the issue i had and the steps i took so far to troubleshoot the problem. the guy on the phone assumed he knew the issue before hearing all the facts and was cocky and rude.

i rarely need to call them, but give me furuno tech support any day.

Love the "pun" :thumbsup:

mstyle8517
03-27-2012, 09:03 PM
even as a professional i cringe at calling navico for tech support. i've been treated like an "idiot" :) before i could even explain the issue i had and the steps i took so far to troubleshoot the problem. the guy on the phone assumed he knew the issue before hearing all the facts and was cocky and rude.

i rarely need to call them, but give me furuno tech support any day.

x2

Aqualizard86
03-27-2012, 09:22 PM
When I was in the market for a multi unit last year I looked at the HDS-8 with structure scan and Raymarine A70D. After days of research I decided to go with Raymarine because of all the negative crap I read about Lowrance's lack of customer service. I can't see spending my hard earned money to just be ignored by the manufacturer if the unit develops a problem.

Doubled Up
03-28-2012, 05:54 AM
One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff"... I see things getting posted that are so out of wack, it is unbelieveable... In my mind - when Navico had purchased Lowrance they have nothing but positive things in the cust service dept. We all have our loyalties and some of us like to stir the pot with others. Why don't these people come to shows in the winter and voice their complaints in person?? (Which I only rec'd 2 this winter) Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated! Know the facts.... (lowrance has not moved - still in Tulsa -some corprate moved to Nashua) Jackson as I said - please send me a PM... I am leaving for a hunting trip in Texas and want to help. Where did you go?? Later.... Doubled Up

AlexCT
03-28-2012, 06:10 AM
who says we are non credible? all of us are customers of these companies sharing our experiences. many of us are resellers who deal with multiple companies regularly. are we just supposed to trust vendor reps when they say they have good CS?

offshore3144
03-28-2012, 06:28 AM
I will have to agree with the OP. I originally bought all my Simrad electronics when Simrad was Simrad. If I ever had a question I never had any problems with Simrad. I always called when I had a question and always got a tech to answer any questions. They always had the answer. Not the same when Navico took over. I had added the radar to my boat when Navico took them over and it was a nightmare. I bought a brand new open array which did not operate properly. Once I got a hold of Navico I was told to ship the brand new Array back to them at my cost. Mind you it didn't work properly right out of the box. I shipped it back and the response from Navico was to upgrade all my electronics to the tune of $8000.00. I thought it was a joke but they were dead serious. After going around with them on getting the array replaced or repaired I finally received the array back 6 months later that's right 6 months later. This was a few years ago. Fast forward to Dec 2011. I was trying to find a replacement battery for my WR20 remote. Talked with Simrad after a few tries and they said I could not order the battery from them. So I contacted a Simrad dealer and they said they did not have them in stock. I couldn't find anyone that had them in stock. So back to Navico again only to find out they would be shipping them in January. Guess what I am still waiting as no one has them in stock yet.
If I didn't have so much invested in the Simrad electronics which I really like, I would refit with Furuno products. Its a shame Simrad has great products but there customer service has really tanked since Navico bought them out. This is from someone who really likes Simrad Electronics.

King Killer
03-28-2012, 07:04 AM
Wow,
Double up I hope your taking notes, won't take long for this kind of poison to kick in andtake hold. Owned lowrance years ago and was a good unit. Have heard very little positive since they moved their operation.

Bob

"One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff"... I see things getting posted that are so out of wack, it is unbelieveable... In my mind - when Navico had purchased Lowrance they have nothing but positive things in the cust service dept. We all have our loyalties and some of us like to stir the pot with others. Why don't these people come to shows in the winter and voice their complaints in person?? (Which I only rec'd 2 this winter) Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated! Know the facts.... (lowrance has not moved - still in Tulsa -some corprate moved to Nashua) Jackson as I said - please send me a PM... I am leaving for a hunting trip in Texas and want to help. Where did you go?? Later.... Doubled Up"

Doubled Up,
As I stated previously, I am a previous customer of Lowrance, so to be deemed as non credible speaks volumes of the vision of the "new" Lowrance all the way down to their tech support. Don't worry about a thing, all of us hard working, cash spending, non credible people who have history and experience with Lowrance will go away.

Know this fact! (some corporate moved to Nashua) When part of the company moves, its called a MOVE.

Bob

Aqualizard86
03-28-2012, 07:04 AM
I will have to agree with the OP. I originally bought all my Simrad electronics when Simrad was Simrad. If I ever had a question I never had any problems with Simrad. I always called when I had a question and always got a tech to answer any questions. They always had the answer. Not the same when Navico took over. I had added the radar to my boat when Navico took them over and it was a nightmare. I bought a brand new open array which did not operate properly. Once I got a hold of Navico I was told to ship the brand new Array back to them at my cost. Mind you it didn't work properly right out of the box. I shipped it back and the response from Navico was to upgrade all my electronics to the tune of $8000.00. I thought it was a joke but they were dead serious. After going around with them on getting the array replaced or repaired I finally received the array back 6 months later that's right 6 months later. This was a few years ago. Fast forward to Dec 2011. I was trying to find a replacement battery for my WR20 remote. Talked with Simrad after a few tries and they said I could not order the battery from them. So I contacted a Simrad dealer and they said they did not have them in stock. I couldn't find anyone that had them in stock. So back to Navico again only to find out they would be shipping them in January. Guess what I am still waiting as no one has them in stock yet.
If I didn't have so much invested in the Simrad electronics which I really like, I would refit with Furuno products. Its a shame Simrad has great products but there customer service has really tanked since Navico bought them out. This is from someone who really likes Simrad Electronics.


After reading hundreds of post like this one I decided to stick with Raymarine. Don't get me wrong I really like the Lowrance and Simrad displays but I could not imagine what I would do if they broke and I had to deal with horrible customer service in order to get them fixed. Maybe they will finally read all the complaints and change their customer service and then more people will buy the products and the complaints will go away. Large companies tend to skimp on customer service which is why they end up failing in the end.

BACKTOTHESEA
03-28-2012, 07:16 AM
One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated! Know the facts.... (lowrance has not moved - still in Tulsa -some corprate moved to Nashua) Jackson as I said - please send me a PM... I am leaving for a hunting trip in Texas and want to help. Where did you go?? Later.... Doubled Up

I think your company needs to spend a little more on rep training, because you sir have no clue how to address an audience you do not know, cannot see, and may very well be read by a thousand or more potential customers.

I am about to spend close to ten grand when all is said and done on a new electronics suite. The comments in this thread and in particular yours where you are insulting posters who have negative opinions on product you represent speaks volumes to me about what I can expect if and when I have a problem with my electronics.

Thanks for the insight. Makes my decision to go with Raymarine that much easier.

jensen
03-28-2012, 07:37 AM
The internet...
1. Some dude comes out of the wood work, trolling up a story that doesn't really make any sense.
2. A real human from the implicated company (that actually has something to loose from these shenanagans) offers to make it right.
3. Silence.
4. The ladies of the internet are greatfull for the chance to rock the night away on their favorite hobby horse.
5. Rinse.
6. Repeat.

23Dorado
03-28-2012, 07:46 AM
Lowrance turned me into a Furuno customer. Thanks Lowance.

jaksonbrown
03-28-2012, 07:50 AM
Doubled up,

Thank you for the offer. Sorry for the delay in response. As I make my living on a computer, the last thing I want to do after work is go online. I only go online at work, very rarely in the evenings.

My intent on posting this story was to accomplish what I did accomplish. To get some attention from a Lowrance/Navico rep.

Thank you for responding btw.

I am supposed to be recieving a call from another Lowrance rep from another board today, but as of yet I have not recieved it. I will PM you with all of my contact info.
Thanks again for responding.

FWIW... I went with Lowrance due to the fact that they do have the best Side Scan sonar on the market today. As a fisherman and a diver, this is very important to me. You can understand my frustration when the LSS-1 was not functioning properly.

The problem with the LSS-1 is that 5-8 minutes after power up, the LSS-1 and the 4G radar would shut down and a "no source" message would appear. After much internet research, and speaking with a tech guy, it was confirmed that it was a faulty LSS-1. My irritation came from having to pay to send it back myself after it failed right out of the box, and then potentially having to wait a month to get it back.
Its just wrong, sad CS.
Ill update this post when a resolution, or lack thereof, is finally reached.

Cory Rose
Snohomish, WA.

Bayfly
03-28-2012, 07:57 AM
It sounds like Lowrance has an attitude problem?;?
One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff"... I see things getting posted that are so out of wack, it is unbelieveable... In my mind - when Navico had purchased Lowrance they have nothing but positive things in the cust service dept. We all have our loyalties and some of us like to stir the pot with others. Why don't these people come to shows in the winter and voice their complaints in person?? (Which I only rec'd 2 this winter) Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated! Know the facts.... (lowrance has not moved - still in Tulsa -some corprate moved to Nashua) Jackson as I said - please send me a PM... I am leaving for a hunting trip in Texas and want to help. Where did you go?? Later.... Doubled Up

offshore3144
03-28-2012, 08:42 AM
The internet...
1. Some dude comes out of the wood work, trolling up a story that doesn't really make any sense.
2. A real human from the implicated company (that actually has something to loose from these shenanagans) offers to make it right.
3. Silence.
4. The ladies of the internet are greatfull for the chance to rock the night away on their favorite hobby horse.
5. Rinse.
6. Repeat.

If you had spent thousands of dollars and then had to wait months for a simple fix I seriously doubt you would be a happy camper. Do a search this has been a very very common problem with Navico. It is nothing new. I would be the first to praise them if praise was warranted but it simply is not.

Edd
03-28-2012, 09:37 AM
'Pile-on'ers' are kind of like 'hang-arounds'.

Thread facts:
A post was made about a specific product problem and CS issue.
A reply was made by a company representative less than 3 hours later offering to help.
Seems pretty good to me.
15+ hours later the OP responds with an apology for delayed response, and says he'll send the rep all his information.

Question - Shouldn't it end there?

BTW for the fans, Linda Colt says hello to all of you.

Edd

Ladder1
03-28-2012, 09:57 AM
Double,
This is a series of email with Lowrance and LEI this is not"girlstuff"
Email is chronological from the bottom up
I am not trying to highjack this thread by any means just another unhappy customer of Lowarance!!!!
Brian
I have forwarded your email regarding the shipping charges to the per!!!son responsible.
Thanks-----Original Message-----
From: "Brian Richardson" <taxidermy@inteliport.com>
Received: 10/1/2011 7:15 PM
To: "Lei-Orders" <lei.orders@lowrance.com>
Subject: Re: ORDER# 193701 [728510:878613]
Its been 10 days since this email and I have not had any response from the proper department and I am wondering if I will recieve any further assistance?
On Fri, Sep 23, 2011 at 8:38 AM, Lei-Orders <lei.orders@lowrance.com> wrote:
Thank you for contacting us.
We do apologize that you are upset with our shipping charges. Please understand that our shipping charges are based on the dollar amount of the orders, and not the size or weight of the package. We do apologize for any inconvenience this may have caused you. We are always interested in the needs of our customers and will see that your information is forwarded to the proper department.
Please feel free to contact us if we may be of further assistance.
-----Original Message-----
From: "Brian Richardson" <taxidermy@inteliport.com>
Received: 9/22/2011 6:34 PM
To: "Lei-Orders" <lei.orders@lowrance.com>
Subject: Re: ORDER# 193701 [728510:878232]
Brian Richardson to Lei-Orders
show details Sep 21 (1 day ago)
I dont feel that this is fair 25.00 for shipping on a package that weighed less than 2 lbs and a restocking fee for items that I should have been told could take 5 weeks to receive. If this is the way you all do business I will never order from your company and Lowrance.
On Wed, Sep 21, 2011 at 4:17 PM, Brian Richardson <taxidermy@inteliport.com> wrote:

I dont feel that this is fair 25.00 for shipping on a package that weighed less than 2 lbs and a restocking fee for items that I should have been told could take 5 weeks to receive. If this is the way you all do business I will never order from your company and Lowrance.
On Wed, Sep 21, 2011 at 3:56 PM, Lei-Orders <lei.orders@lowrance.com> wrote:
Parts have been credited, less 15% restocking fee ($13.92) and original shipping charge ($25.00).
-----Original Message-----
From: "Brian Richardson" <taxidermy@inteliport.com>
Received: 9/21/2011 2:42 PM
To: "Lei-Orders" <lei.orders@lowrance.com>
Subject: Re: ORDER# 193701 [728510:878208]
All other parts are returned. Package never arrived or opened.
On Wed, Sep 21, 2011 at 3:18 PM, Lei-Orders <lei.orders@lowrance.com> wrote:
You will be credited when the other parts are returned.
-----Original Message-----
From: "Brian Richardson" <taxidermy@inteliport.com>
Received: 9/21/2011 11:20 AM
To: "Lei-Orders" <lei.orders@lowrance.com>
Subject: Re: ORDER# 193701 [728510:874615]
I just checked my credit card and noticed that I was still charged 38.92 for this order. I don't understand why I was charged for items I did not receive. I should have been notified that part of my order could be back ordered for as much of 5 weeks. I could not wait for five weeks for the order which was beyond my control. I would like a full credit for this order.
Thanks you,
Brian
On Thu, Sep 8, 2011 at 8:54 AM, Lei-Orders <lei.orders@lowrance.com> wrote:
I have cancelled the EP-60R please return the other two items on RMA 18741 to the address below
Navico, Inc








One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff"... I see things getting posted that are so out of wack, it is unbelieveable... In my mind - when Navico had purchased Lowrance they have nothing but positive things in the cust service dept. We all have our loyalties and some of us like to stir the pot with others. Why don't these people come to shows in the winter and voice their complaints in person?? (Which I only rec'd 2 this winter) Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated! Know the facts.... (lowrance has not moved - still in Tulsa -some corprate moved to Nashua) Jackson as I said - please send me a PM... I am leaving for a hunting trip in Texas and want to help. Where did you go?? Later.... Doubled Up

offshore3144
03-28-2012, 10:14 AM
'Pile-on'ers' are kind of like 'hang-arounds'.

Thread facts:
A post was made about a specific product problem and CS issue.
A reply was made by a company representative less than 3 hours later offering to help.
Seems pretty good to me.
15+ hours later the OP responds with an apology for delayed response, and says he'll send the rep all his information.

Question - Shouldn't it end there?

BTW for the fans, Linda Colt says hello to all of you.

Edd

You must have some sort of interest in the company ?? If you do than instead of insulting those that have had problems with Navico maybe you should direct your energies to having those problems corrected. So from all us as you say 'Pile-on'ers' are kind of like 'hang-arounds' correct the problems that clearly have nothing to do with the customers and are Navico issues then maybe we wouldn't hang around these threads.

debugger
03-28-2012, 10:29 AM
Some people should not attempt to install their own electronics. If you can't figure out how four NMEA wires hook up your VHF, or that your NMEA 2000 bus needs termination, then put away the brand new crimpers you've never used, and call a pro. Some people have no business calling tech support. Support is not there to help you with stupid basic stuff. Either figure it out, or pay someone.

I have never had a problem with Navico support.

Edd
03-28-2012, 10:30 AM
You must have some sort of interest in the company ?? If you do than instead of insulting those that have had problems with Navico maybe you should direct your energies to having those problems corrected. So from all us as you say 'Pile-on'ers' are kind of like 'hang-arounds' correct the problems that clearly have nothing to do with the customers and are Navico issues then maybe we wouldn't hang around these threads.
The question is simple. Shouldn't it have ended there?

and the reference to 'hang arounds'.........better left unsaid, just a reminder to myself.

Edd

jaksonbrown
03-28-2012, 10:46 AM
Some people should not attempt to install their own electronics. If you can't figure out how four NMEA wires hook up your VHF, or that your NMEA 2000 bus needs termination, then put away the brand new crimpers you've never used, and call a pro. Some people have no business calling tech support. Support is not there to help you with stupid basic stuff. Either figure it out, or pay someone.

I have never had a problem with Navico support.

What does this have to do with this issue? Are you saying that I installed the system wrong? Should not have called CS?
You lost me here......

offshore3144
03-28-2012, 10:48 AM
Some people should not attempt to install their own electronics. If you can't figure out how four NMEA wires hook up your VHF, or that your NMEA 2000 bus needs termination, then put away the brand new crimpers you've never used, and call a pro. Some people have no business calling tech support. Support is not there to help you with stupid basic stuff. Either figure it out, or pay someone.

I have never had a problem with Navico support.

What does this have to do with something that clearly does not work out of the box? If support or their products are not for DYI jobs then Navico or other marine electronc companies should not sell there products to the public. They should just sell them to installers and have the installers do all the installs.

The question is simple. Shouldn't it have ended there?

and the reference to 'hang arounds'.........better left unsaid, just a reminder to myself.

Edd
It is clear that Navico has not cleared up this issue or others issues. There is nothing wrong with those expressing their concerns on a thread like this.
As I stated those that have some sort of interest in the company should take care of that issue instead of belittling them. This is one of the reasons I will never purchase anymore products from Navico. Another is my experience with there support or should I say lack of support. The attitude toward customers that have spent thousands of dollar is truly amazing to me.

Aqualizard86
03-28-2012, 10:54 AM
I am fairly new to boating and fishing and am in noway shape or form an electrician but I find hooking up electronics to be easy. The only hard part is running the wires. So I agree with OFFSHORE3144 that if the install should be done by an installer then the company should not sell to the public.

The truth is for every positive CS comment for Navico you can find 10 negatives. You have better odds catching a keeper flounder in NJ.

debugger
03-28-2012, 10:55 AM
What does this have to do with this issue? Are you saying that I installed the system wrong? Should not have called CS?
You lost me here......

It wasn't necessarily directed at you.

debugger
03-28-2012, 10:57 AM
What does this have to do with something that clearly does not work out of the box? If support or their products are not for DYI jobs then Navico or other marine electronc companies should not sell there products to the public. They should just sell them to installers and have the installers do all the installs.


It is clear that Navico has not cleared up this issue or others issues. There is nothing wrong with those expressing their concerns on a thread like this.
As I stated those that have some sort of interest in the company should take care of that issue instead of belittling them. This is one of the reasons I will never purchase anymore products from Navico. Another is my experience with there support or should I say lack of support. The attitude toward customers that have spent thousands of dollar is truly amazing to me.


We all know that a DIY project for one person may not be a DIY project for another. They sell fuel injectors at NAPA. Does that mean anyone can install them?

Edd
03-28-2012, 11:00 AM
I'm satisfied in leaving this in the capable hands of offshore3144. So while you're at it, there are some pretty serious problems on Pennsylvania Avenue that need attention!;?

jerseysportfisher
03-28-2012, 11:05 AM
I have had the exact opposite experience .
x2

I have had quite a few electronics, and from my experience lowrance cust service has shined above the rest, thats why i will ONLY buy lowrance products going forward.

jaksonbrown
03-28-2012, 12:31 PM
Guess what I just recieved via email.......


A customer survey from Navico......


"HOME ABOUT NAVICO OUR BRANDS CAREERS SUPPLIERS MEDIA CONTACT US




I'd like to take time to follow up with a few customers that have recently contacted us for assistance with their Lowrance, Simrad or B&G products. We know you have many marine electronics choices and we don't take it for granted that you chose us. Additionally, I want to make sure you were satisfied with our staff and the service you received. Please take a few moments to complete this survey to let us know how your experience with us ranked. "


What should I say.....??????

Ladder1
03-28-2012, 12:47 PM
I wish they would have sent me a survey!!

King Killer
03-28-2012, 02:02 PM
Simple, are you what DoubledUp considers Credible or Non Credible? Are you happy with the customer service you received prior to opening this can of "girlstuff? If you had it to do all over again knowing what you know now would you do it again the same way? Doesn't really matter what others think, they were not sent a survey.

The service I have received from SemperFi has been better than anyone could ask for and I haven't dropped a dime yet, much less 5K.

Bob

Based on your experience and the others that commented, I know where I won't be buying my new electronics.

goatram
03-28-2012, 05:20 PM
Cory be truthful. Lowrance is working these issues. You were contacted by 2 different reps from LR and Ron has stated that he has a hookup to correct the issue if needed.

I will continue to harp on the price. Even Yachtjim from BOE posted up her offering to help. I spent my money at his store for my HDS 10 Gen2 with insight, LSS-1, LGC 4000, and 3G Radar. $3800 with $450 in rebates. Price to update electronics $3350 shipped to the door.

I installed it and it is Awesome. I feel the Lowrance CS is better than before

Doubled Up
03-28-2012, 06:13 PM
For me - it ends here (my flight leaves at 6;30 am). It amazes me how "some" people twist things around - in hopes of a argument. Hopfully, this post will answer some of the comments and opinions. - I am not a employee of Navico (I am on their pro-staff - "self trained" "not untrained"). I am offering "help" out of my pocket - to help out a fisherman in need. "It is very difficult for me to understand why some people talk negative to promote their favorite brands My style of promotions, is to try to help out others supporting "my" choice of manufactorers. For the past couple of seasons, my experiences with consumers has been very posotive when it comes to Navico customer support. Enjoy the rest of this thread w/o me.... Hopefully, when I return no one has issues with the same outboard as I have.... I might reconsider sticking my hand out..... Doubled Up

budbrande
03-29-2012, 08:44 AM
I have so far had positive results from Lowrance customer service. I installed my HDS-10 Gen2 w/LSS-1 and shortly afterward found there was an issue with the unit re-booting when switching to multiple screens. I contacted Lowrance, spoke to a tech, and was assured that a software update was coming. The update came, I installed it, and all is well.

Had I been in the OP's shoes I would probably be upset as well but it would be more directed towards the dealer where I purchased the equipment. The OP stated he purchased it locally and I think it is a shame that his local dealer did not stand up for him and push Lowrance for a replacement. This is why I bought my system from Jim at BOE. I know if I have a problem he would be there if I needed him. In fact, he and semperfifishing have been excellent with offering advice, support, and service far and beyond anything I have ever seen in an internet dealer to the people on this forum.

edyer
03-29-2012, 09:25 AM
One of the reasons that I do not post much on THT is - I find myself listening to "girlstuff"... I see things getting posted that are so out of wack, it is unbelieveable... In my mind - when Navico had purchased Lowrance they have nothing but positive things in the cust service dept. We all have our loyalties and some of us like to stir the pot with others. Why don't these people come to shows in the winter and voice their complaints in person?? (Which I only rec'd 2 this winter) Again, it "kills me" to see non credible people bashing companies - for their own personal enjoyment! "Thanks" to you guys in this thread who are "standing up"and "not shouting out" - it is appreciated!

Well there it is. Another crystal clear look at the lowrance position regarding people who have problems with the company and or its products. As someone who went through the lowrance headache a few years ago and DID try to talk to the reps at the boat show, I can say that the prostaff guys etc don't give a rip about people like The OP. In fact there were several people who approached the booth about an issue we were ALL having and we got B.Sed right out the door.

I don't know the situation with jacksonbrown and won't get involved but, your statement here speaks volumes.

looneytunes
03-29-2012, 10:37 AM
Off topic BUT Doubled UP is that your sky blue Cape Horn center console that I always see when my HDS-8 is in demo mode?

jaksonbrown
03-29-2012, 11:19 AM
Cory be truthful. Lowrance is working these issues. You were contacted by 2 different reps from LR and Ron has stated that he has a hookup to correct the issue if needed.

I will continue to harp on the price. Even Yachtjim from BOE posted up her offering to help. I spent my money at his store for my HDS 10 Gen2 with insight, LSS-1, LGC 4000, and 3G Radar. $3800 with $450 in rebates. Price to update electronics $3350 shipped to the door.

I installed it and it is Awesome. I feel the Lowrance CS is better than before

Goat....

Are you implying that I am lying about something??? :mad::bashhh::bashhh: Yacht Jim from BOE told me to return it and order from him..... Gee thanks....big help considering Navico already has the LSS-1 as I said.

The simple truth is that I posted a problem with Lowrance CS and indeed I was contacted by 2 "reps" from Lowrance on two different boards. So far... 48 hrs later, I did get one phone call from Doubled up off of this board at 7pm last night. He was getting on a plane and was unable to do anything to help me, but did offer to loan me a LSS-1 when he returns in 10-12 days if another remedy hasnt been found. He was actually not doing anything for Lowrance, but just being a good guy and offering personal help to another fisherman. For that generous offer I thank him. The other "rep" that popped up on another board offering assistance if I PM'd him has yet to reply or make any contact with me whatsoever.

Not quite sure how Im being untruthfull here..... I still dont have a functioning product that I purchased new out of the box and had it fail immediatly and it is still looking like a month or more before I get it back. Oh yea... and they made me pay to send it back into them!

Is there something I am missing here Goat??

King Killer
03-29-2012, 12:00 PM
With all this "girltalk" going on, how credible are you feeling now? How's the factual response to the survey coming? :banghead:

Bob

slapshotjh
03-29-2012, 12:02 PM
There is alot of jibber jabber on this thread. Maybe I missed it, but what was the problem with the LSS?

jaksonbrown
03-29-2012, 12:16 PM
There is alot of jibber jabber on this thread. Maybe I missed it, but what was the problem with the LSS?

The LSS-1 would power down the sidescan sonar and the 4G radar 5-8 minutes after power up. It would just read.... "no source" "no radar". It would not come back on even if you rebooted the system. Turn it off for an hour.. and it would work for another 5-8 minutes before it shut down. This happened right out of the box the first time I tested it.

The Navico/Lowrance rep confirmed that it was a faulty LSS-1, and was a somewhat common problem.

Edd
03-29-2012, 12:35 PM
I just dropped over 5 K in electronics on a complete package including a Lowrance HDS-8 Gen 2, a HDS-5 Gen 2, 4G radar and the LSS-1 side scan sonar bundle.
Where was this purchased?


Got it all hooked up last weekend and it seems after talking to the Lowrance customer service tech, that the brand new LSS-1 is faulty.
What is the problem with the LSS? What will or won't it do?


So I try to take it back to where I bought it from, and am told that Lowrance has discontinued the LSS-1 and they have no more to replace it with.
Where is this mysterious place and why didn't you get a refund right then? But really....why didn't this retailer offer SOME type of remedy for you.


I would have expected them to say..."overnight that to us and we will get you a new one out as soon as we recieve it!"
I would have expected the retailer who sold it to you to offer that maybe.....but maybe this is some eBay deal....;?

jaksonbrown
03-29-2012, 12:54 PM
Where was this purchased?



What is the problem with the LSS? What will or won't it do?




Where is this mysterious place and why didn't you get a refund right then? But really....why didn't this retailer offer SOME type of remedy for you.





I would have expected the retailer who sold it to you to offer that maybe.....but maybe this is some eBay deal....;?


I purchased it online from a very large retailer. They said that they could not just replace the LSS-1 as they were discontinued and had no more or they would have done so. If I wanted to completely uninstall all of the system and send the entire package back, they would reimburse me. I really dont want to do that.... I just want a new LSS-1 which I think Lowrance should provide in a timely mannor. To uninstall 2 HDS units from 2 different locations, a complete NMEA 2000 system, multiple sensors, a Radar and all the cableing, etc.... just to reinstall it all again with the exact same products seems pointless when I can just disconnect the LSS-1 and plug a new one in place in less than 20 seconds.

It is not an ebay........I am not going to name the retailer as I have done a great deal of biz with them and they have always treated me more than fairly. I do not believe the blame lies with them.

Birdman
03-29-2012, 12:56 PM
BTW for the fans, Linda Colt says hello to all of you.


http://www.wmi.org/bassfish/bassboard/fishing_tactics/message.html?message_id=318620


:rofl: :rofl: :rofl:



.

jaksonbrown
03-29-2012, 01:21 PM
http://www.wmi.org/bassfish/bassboard/fishing_tactics/message.html?message_id=318620


:rofl: :rofl: :rofl:



.


WOW...... :o

Edd
03-29-2012, 01:21 PM
I've spent some time now reading the threads you posted (copy and pasted) into other Forums. It is obvious that you received like results as on THT, and chief among that advice is to take this up with the retailer. From all the forums which you posted to. So I ask you to tell us what is going on with the retailer. Why are you protecting him? Why not give us his name? Maybe you just decided to pressure the manufacturer. We don't know any of this because you seem to be doing some 'selective fact placement'.
Have you heard back from Tito?
What is the date of purchase and registration on the LSS-1 and was it purchased as a bundle?

Just some questions, that's all.

Edd
03-29-2012, 01:43 PM
.....They said If I wanted to completely uninstall all of the system and send the entire package back, they would reimburse me. I really dont want to do that.... I just want a new LSS-1 ......

This is why it is good to talk. Much clearer now. The retailer gave you an option, but you are looking for an easier softer way. The Ford and Chevy factories are going to tell you the same thing...'Take it back to where you bought it.'

Don't push on Lowrance because you are NOT HAPPY with your retailer's option. You chose them remember? I know how important time is when it comes to these things, especially marine electronics. I hope you have strength enough to wait for the new unit from Lowrance.

goatram
03-29-2012, 07:17 PM
Goat....

Are you implying that I am lying about something??? :mad::bashhh::bashhh: Yacht Jim from BOE told me to return it and order from him..... Gee thanks....big help considering Navico already has the LSS-1 as I said.

The simple truth is that I posted a problem with Lowrance CS and indeed I was contacted by 2 "reps" from Lowrance on two different boards. So far... 48 hrs later, I did get one phone call from Doubled up off of this board at 7pm last night. He was getting on a plane and was unable to do anything to help me, but did offer to loan me a LSS-1 when he returns in 10-12 days if another remedy hasnt been found. He was actually not doing anything for Lowrance, but just being a good guy and offering personal help to another fisherman. For that generous offer I thank him. The other "rep" that popped up on another board offering assistance if I PM'd him has yet to reply or make any contact with me whatsoever.

Not quite sure how Im being untruthfull here..... I still dont have a functioning product that I purchased new out of the box and had it fail immediatly and it is still looking like a month or more before I get it back. Oh yea... and they made me pay to send it back into them!

Is there something I am missing here Goat??

My Point about be truthful is you asked for help, two pro staffers came on line offered to help you, Tito has not came back on line as of yet. Patiance but you already stated that you sent the Item back to LR so why does he need too.;? LR CS told you that it is a common problem; send it back on your dime; (he or she forgot to say that if problem is found you will be reimbursed,) Problem is solved:)

Edd has it right; the issue is with your vender. You are choosing to not uninstall the system as per their requirements cause it would take too much time:( They are not wanting to deal with you on your terms, LR will. Your Bitch is with your vendor not Lowrance. They offered help and you slammed them here and on the other forum. You did not buy it from them but from the VENDOR. They have set policy as all manufactures do on Warranty issues.

Your Vendor could have gotten another unit and shipped it but would have wanted you to send the old one back first or pay for it and then they would refund you when the received the old one.

Lowrance's Customer Service has improved, wait times have decreased when called, issues are addressed but they can not please every one every time. This site is good but for the lynch mob mentality of a few here. :jk:not

Steve 08753
03-29-2012, 07:29 PM
I had a bad network cable with my LSS-1, I was'nt even put on hold and had a replacement in 3 days.

slapshotjh
03-30-2012, 05:26 AM
To be honest, the symptoms you describe sound like a wiring or battery issue to me. If its working for a few minutes and then powers down - are you running this thing in your driveway? An hour later it works again for a short time sure sounds like a low battery or something. I wish you luck in your troubles.

budbrande
03-30-2012, 06:14 AM
I purchased it online from a very large retailer. It is not an ebay........I am not going to name the retailer as I have done a great deal of biz with them and they have always treated me more than fairly. I do not believe the blame lies with them.

I'm not really sure why you are afraid to name this online vendor? Could it be that you found it online cheaper than anywhere else and it just so happens they are not a Lowrance authorized dealer? I'm not saying this to try and upset you but I mean you had Jim from BOE come in and offer a solution and he didn't even sell you anything. Why can't your mystery dealer step up and offer you a solution other than returning everything?

Again, I am sorry for your troubles but you have to understand one thing. Unless you are willing to come in to this forum and tell the entire story in full instead of just the bits and pieces you want us to know, you are not going to receive much help or sympathy from this crowd.

jaksonbrown
03-30-2012, 08:43 AM
My Point about be truthful is you asked for help, two pro staffers came on line offered to help you, Tito has not came back on line as of yet. Patiance but you already stated that you sent the Item back to LR so why does he need too.;? LR CS told you that it is a common problem; send it back on your dime; (he or she forgot to say that if problem is found you will be reimbursed,) Problem is solved:)

Edd has it right; the issue is with your vender. You are choosing to not uninstall the system as per their requirements cause it would take too much time:( They are not wanting to deal with you on your terms, LR will. Your Bitch is with your vendor not Lowrance. They offered help and you slammed them here and on the other forum. You did not buy it from them but from the VENDOR. They have set policy as all manufactures do on Warranty issues.

Your Vendor could have gotten another unit and shipped it but would have wanted you to send the old one back first or pay for it and then they would refund you when the received the old one.

Lowrance's Customer Service has improved, wait times have decreased when called, issues are addressed but they can not please every one every time. This site is good but for the lynch mob mentality of a few here. :jk:not

This is such crap. My bitch is not with my vendor who was (edit.... I changed my mind..... Not going to name them as they are blameless IMO) They did nothing wrong but sell a product that the manufacturer is supposed to warranty. (In no way do I want any harm or any harrasment to come to them!!!!. They have treated me very well over the years and I purchase a great deal from them) They, and Navico both told me the same thing. The easiest solution is to send in the LSS-1 and they will replace it. What your proposing is to uninstall an entire system that took DAYS if not weeks to install. (The last boat I had this system installed in, took a dealer 4 days(Bayside Marine) and cost me $4000 for them to install.) I decided to do it myself this time to save some money.
Goat.....
So what you propose is for me to spend days ripping out the entire system so I can replace one component that you can simply plug and play in 10 seconds??? That is insane. This product is under warranty. It has a problem that Navico is aware of and has encountered before. Navico should simply overnight me a new LSS-1. Why is this so damn difficult? Your right.. two pro staffers did come online. Which was my goal with all of this. However, one did call, but could offer no solution other than to give me one of his personal ones in a couple weeks when he gets back. (Thank you btw for the offer) and the other says "contact me and Ill help" and then dissapears. What should they do you ask? How about OVERNIGHT ME A NEW ONE!... Hell,,, send it ground. I dont care.. just send me a new one and dont take a MONTH to do it!

jaksonbrown
03-30-2012, 08:55 AM
To be honest, the symptoms you describe sound like a wiring or battery issue to me. If its working for a few minutes and then powers down - are you running this thing in your driveway? An hour later it works again for a short time sure sounds like a low battery or something. I wish you luck in your troubles.

I thought of that also. I completely rewired the system three times! Running independent wires to each unit. Checking with a volt meter to insure proper voltage. I finally got frustratede and did an internet search... checking for "no source" readings... it comes up pretty quick that the issue is a faulty LSS-1. Navico confirmed it was a problem they have encountered before.

goatram
03-30-2012, 09:16 AM
The crap is your childish ways.;?

As you know the LSS-1 is separate from your HDS units. It came in its own Box. Your vendor could have just as easily been able to overnight one to you as LR could have if they wanted to help. They took your money and left you high and dry. They stoked you first. (No lube).:o

The warranty policy is to send the unit in, LR identifies issue they send it back. This is the slower option you chose. To continue to bash a company that is following their policy is most likely the WHY two pro staffers walked cause you are showing you backside. :nono:

Sometimes good companies should just walk away. This site has both good and bad elements. When someone in a position to help does offer here to help. They get abuse from not only the OP but the peanut gallery as well. You continued to fan the flames.

You want a Non Alcoholic Beer?;cool;

debugger
03-30-2012, 09:36 AM
Yeah, you're pissed at the wrong company. When a unit is bad out of the box, it goes back to where you bought it.

Next time, do youself a favor and test the gear before you install it. I do it every time. The last thing I want is to mount a bunch of stuff, do all the wire management, and then find out it doesn't work.

Also, price matching and buying at a local store has it's advantages. You can go back and get a new one the same day.

jaksonbrown
03-30-2012, 09:37 AM
The crap is your childish ways.;?

As you know the LSS-1 is separate from your HDS units. It came in its own Box. Your vendor could have just as easily been able to overnight one to you as LR could have if they wanted to help. They took your money and left you high and dry. They stoked you first. (No lube).:o

The warranty policy is to send the unit in, LR identifies issue they send it back. This is the slower option you chose. To continue to bash a company that is following their policy is most likely the WHY two pro staffers walked cause you are showing you backside. :nono:

Sometimes good companies should just walk away. This site has both good and bad elements. When someone in a position to help does offer here to help. They get abuse from not only the OP but the peanut gallery as well. You continued to fan the flames.

You want a Non Alcoholic Beer?;cool;

Perhaps you should go back to grade school and learn to read properly. If you actually read the posts, you will see that I ordered the unit in a bundle... that means it did not come in its own box, but as a package deal which comes in a big box with lots of little stuff inside. Secondly, once again, if you would actually read the thread instead of just picking an argument and calling people liars........ when I called my retailer, they told me that as Lowrance discontinued the LSS-1, they did not have any more in stock to send me, but would happily refund my money if I wanted to return the entire package. (IMO... thus ended their responsibility towards me.)
That was not an option for me. Lowrance needs to step up and honor their warranty in a timely manor.

Why the pun about Non- Alcholic Beer..... Goat rammer?

debugger
03-30-2012, 09:40 AM
Perhaps you should go back to grade school and learn to read properly. If you actually read the posts, you will see that I ordered the unit in a bundle... that means it did not come in its own box, but as a package deal which comes in a big box with lots of little stuff inside. Secondly, once again, if you would actually read the thread instead of just picking an argument and calling people liars........ when I called my retailer, they told me that as Lowrance discontinued the LSS-1, they did not have any more in stock to send me, but would happily refund my money if I wanted to return the entire package. (IMO... thus ended their responsibility towards me.)
That was not an option for me. Lowrance needs to step up and honor their warranty in a timely manor.

Why the pun about Non- Alcholic Beer..... Goat rammer?


Hey Mcfly... It's discontinued. As in they don't make them any more, low on stock, etc etc.

Thats why you get the cheap price.

jaksonbrown
03-30-2012, 09:41 AM
Yeah, you're pissed at the wrong company. When a unit is bad out of the box, it goes back to where you bought it.

Next time, do youself a favor and test the gear before you install it. I do it every time. The last thing I want is to mount a bunch of stuff, do all the wire management, and then find out it doesn't work.

Also, price matching and buying at a local store has it's advantages. You can go back and get a new one the same day.

Really.. test it first, huh..... How do you do that exaclty?.... Sure its easy to fire it up in the driveway and make sure it works..... as I did...... but the unit initially fires up and works fine.... only after 5-8 minutes or so does it in fact shut down and fail. Do you run your sonar in the driveway for an hour before you hard wire it up? I doubt it.

debugger
03-30-2012, 09:45 AM
Really.. test it first, huh..... How do you do that exaclty?.... Sure its easy to fire it up in the driveway and make sure it works..... as I did...... but the unit initially fires up and works fine.... only after 5-8 minutes or so does it in fact shut down and fail. Do you run your sonar in the driveway for an hour before you hard wire it up? I doubt it.

You can doubt it all you want, but I do. By the time I'm through making sure all the buttons work, the menus function, and the various external parts are connected and recognized, it's probably been on a good half hour.

I updated the firmware before install as well.

goatram
03-30-2012, 09:50 AM
Perhaps you should go back to grade school and learn to read properly. If you actually read the posts, you will see that I ordered the unit in a bundle... that means it did not come in its own box, but as a package deal which comes in a big box with lots of little stuff inside.A bundle that they built for you. Boxes pulled from the shelf and bundled in a big box


Secondly, once again, if you would actually read the thread instead of just picking an argument and calling people liars........ when I called my retailer, they told me that as Lowrance discontinued the LSS-1, they did not have any more in stock to send me, but would happily refund my money if I wanted to return the entire package. (IMO... thus ended their responsibility towards me.)
That was not an option for me. Lowrance needs to step up and honor their warranty in a timely manor.They are since you mailed them the defective unit. Right. So Back to my statement of "Be honest" The issue was taken care of in a timely manner

Why the pun about Non- Alcholic Beer..... Goat rammer? Been called a lot worse by a lot better. Fight on Don Quixote

jaksonbrown
03-30-2012, 09:53 AM
You can doubt it all you want, but I do. By the time I'm through making sure all the buttons work, the menus function, and the various external parts are connected and recognized, it's probably been on a good half hour.

I updated the firmware before install as well.

So how do you test the system without the transducers being attached and mounted to the hull and running the wires? No way to test the system as it does not work without hooking up the transducers. Do you hold them in your hand for the entire time....Your aware that running the transducers out of the water for an extended period of time is not recommended... right? So you hook everything up... turn it on and make sure it works... but you dont leave your transducers firing for an extended period of time. Your make sure they turn on and work, and then you shut down the transducers and sonar and then you have all the time in the world to play with the buttons......

goatram
03-30-2012, 09:58 AM
Pull up! Knock it off. You are in a spiral

jaksonbrown
03-30-2012, 10:00 AM
Originally posted by Goat-Rammer

".A bundle that they built for you. Boxes pulled from the shelf and bundled in a big box "


".They are since you mailed them the defective unit. Right. So Back to my statement of "Be honest" The issue was taken care of in a timely manner"

Wrong again goat rammer.... My retailer did not "put a bunch of boxes together to make a package for me".... Lowrance sells what they call a "bundle" it is pre packaged by Lowrance. It contains multiple units inside the prepackaged product, including the LSS-1. It is not made up of individual items organized by a retailer.

Replacing a unit defective out of the box... in a MONTH... is not "in a timely manor"

Do you always come to a logic debate unarmed??

debugger
03-30-2012, 10:02 AM
So how do you test the system without the transducers being attached and mounted to the hull and running the wires? No way to test the system as it does not work without hooking up the transducers. Do you hold them in your hand for the entire time....Your aware that running the transducers out of the water for an extended period of time is not recommended... right? So you hook everything up... turn it on and make sure it works... but you dont leave your transducers firing for an extended period of time. Your make sure they turn on and work, and then you shut down the transducers and sonar and then you have all the time in the world to play with the buttons......


If I mounted the ducer, caulked all the screw holes, reattached and caulked the clamshell where the wire goes through, pulled the wire through the rigging tube into the console... only to find it didn't work. I would be pissed.


So I invested in some state of the art sonar testing devices.


It's called.... wait for it...






























A bucket of water!

jaksonbrown
03-30-2012, 10:15 AM
Been called a lot worse by a lot better. Fight on Don Quixote

If I mounted the ducer, caulked all the screw holes, reattached and caulked the clamshell where the wire goes through, pulled the wire through the rigging tube into the console... only to find it didn't work. I would be pissed.


So I invested in some state of the art sonar testing devices.


It's called.... wait for it...






























A bucket of water!

You got me!!!!!! Now that is funny shit!!!!!!!!!!!!


:tht_rulez:

I did fire it all up.. ran it for a few minutes... but shut it down after I was satisfied it was all working..... it wasnt until I had it out on the open water that I ran it for more than 10 minutes........

Good advice.... next time ill try that "bucket of water" trick..... LMAO!!!

debugger
03-30-2012, 10:28 AM
Seriously, I do test them in a bucket of water with a cheap RS transformer. I would double check your setup as well. It would suck to wait for a new unit only to find it was something else, like a low battery.

Edd
03-30-2012, 10:38 AM
jaksonbrown this is getting way out of hand. Your retailer neglected to tell you the need to return it all was because it was sold as a bundle. Not sure you realize this, but as a bundle all components are registered under the same serial number. This is why they (Lowrance or Retailer) want the entire bundle back. Here's the funny thing; the HDS Gen2/LSS-1 bundle is the same price as the HDS Gen2/LSS-2HD bundle. I can certainly sympathize with you on completely removing everything and then re-running everything, but, such is life. If you don't believe me, ask yourself why all the major components were marked 'NOT FOR RESALE' Warranty Issues May Arise. That is NOT word for word but you get my drift. I suggest you do this; Order from your retailer the power cables for the LSS-1 and the HDS and an extra 15' ethernet cable just to send back. Now you can send everything back without having to pull wire out and in. Of course you will need to also remove both transducers.

Point I am making is that there is always a way to win when cooler heads prevail.

Edd

Edd
03-30-2012, 10:40 AM
Seriously, I do test them in a bucket of water with a cheap RS transformer. I would double check your setup as well. It would suck to wait for a new unit only to find it was something else, like a low battery.

Another good way to do this is wrap a soaking wet bath towel around the transducer. This will keep it from heating up and you can run it for,,,,,,well I have run for more than an hour.

Edd

debugger
03-30-2012, 11:09 AM
Another good way to do this is wrap a soaking wet bath towel around the transducer. This will keep it from heating up and you can run it for,,,,,,well I have run for more than an hour.

Edd

Good idea. The ultimate home test is the swimming pool.

I'll tell my woe is me story about my install and maybe the OP will feel better.

So, my wife and I are trailering the boat down to the keys for a 9 day vacation in Marathon last August. On the turnpike in Homestead driving through a thunderstorm when a lightning bolt hits a light pole on the side of the road. The EMF from the bolt takes out both displays, the radar, two stereo amps, and my fuel sender. So nine days in the keys with a blind boat, no tunes, and not knowing how much fuel I had. The weather was nice and we made the best of it with a 15yr old BW handheld.

Insurance pays out, and I order all new gear. I spend many hours testing the gear and doing a beautiful install. The next few weeks are windy, but finally a nice weekend is coming up. I go out to the boat to make sure all is in order to find some ass stole both my displays and cut all the wires. I didn't even get to use it.

Back to the insurance company. A couple week wait for a check and then order all new gear again. Since they cut all my wires it was basically a full install all over again.

Two insurance claims, 1k in deductibles, and two installs.


feel better now.

looneytunes
03-30-2012, 11:37 AM
....... What your proposing is to uninstall an entire system that took DAYS if not weeks to install. (The last boat I had this system installed in, took a dealer 4 days(Bayside Marine) and cost me $4000 for them to install.) I decided to do it myself this time to save some money.


Jackson, I don't have a dog in this fight but


WARRANTY ONLY COVERS PARTS AND LABOR OR REPLACEMENT of the device NOT THE LABOR FOR THE INSTALL. Unless the warranty explicitly says otherwise.


What kind of boat do you have? Did you buy the Hydra Sport?

I am seriously looking at a 01 Hydra Sport 28' wa. Twin 250's. Having very little experience with this type of boat I was wondering if you all could help me out.
I have read some very good things about the Hydra-Sport. Does anyone out there have a similar set up? How far off shore are you comfortable with this boat? How does it handle rough water?

Any advice would be greatly appreciated.

Or did you go with

Hello all. I just stumbled across this forum and am loving it so far. What a wealth of information available here!

So I am in the market for an off shore cuddy cabin style aluminum fishing/diving boat. I am looking at the Thunderjet and also the Northriver off shore. Both boats appear very similar, but I was wondering if any of you have any experience with the Thunderjet. Pros and Cons? Recommendations?

Thanks again.

Cory-

$4,000 to install :o

Also, didn't the Gen 2 just come out around February this year. How did you take this off another boat?

But the Gen2 HDS line isn’t particularly expensive, when compared to other marine MFD’s. The line-up starts at $549 for the HDS-5x, and goes up to $2,449 for the HDS-10. Look for them to appear in stores in early 2012—and then get ready to go looking for those fish.

There are many ways to botch an HDS install. The thread started out asking if $1k was too high to install HDS7 LSS1 and VHF I think you should read it (4K to install even for 2 head units is too high): http://www.thehulltruth.com/marine-electronics-forum/414208-install-price-2.html

I am curious. If you are in Bayside NY I will be happy to take a look. The linked thread above has pics of my install. Nothing less than top notch professional installation. I had a problem caused by me with my LSS1. It took me 10 minutes to figure it out and fix it. PM me if you are interested.

The Hat Island Pirate
03-30-2012, 01:53 PM
Jackson, I don't have a dog in this fight but


WARRANTY ONLY COVERS PARTS AND LABOR OR REPLACEMENT of the device NOT THE LABOR FOR THE INSTALL. Unless the warranty explicitly says otherwise.


What kind of boat do you have? Did you buy the Hydra Sport?



Or did you go with



$4,000 to install :o

Also, didn't the Gen 2 just come out around February this year. How did you take this off another boat?



There are many ways to botch an HDS install. The thread started out asking if $1k was too high to install HDS7 LSS1 and VHF I think you should read it (4K to install even for 2 head units is too high): http://www.thehulltruth.com/marine-electronics-forum/414208-install-price-2.html

I am curious. If you are in Bayside NY I will be happy to take a look. The linked thread above has pics of my install. Nothing less than top notch professional installation. I had a problem caused by me with my LSS1. It took me 10 minutes to figure it out and fix it. PM me if you are interested.

He is talking about Bayside Marine in Everett, WA. I know all three owners very well and doubt he spent $4000.00 to install just the electronics. I sent an email to one of the owners along with a link to this page.

looneytunes
03-30-2012, 02:12 PM
He is talking about Bayside Marine in Everett, WA. I know all three owners very well and doubt he spent $4000.00 to install just the electronics. I sent an email to one of the owners along with a link to this page.

$4,000. I just think that it is wayyyy toooo much.

In any case, If that is what you guys are paying on the left coast, That is CRAZY !!!!

I do have a deal for anyone out there in Washington. I will fly out from NY if one person can get 5 people who want HDS installs (I do yours for free). For $3,200 You provide 1 head unit, 1 LSS1, and a 3G or 4G radar and I will install it. When finished it will look like my pics. By the way I will fill and gel coat the holes like you see in my first pic and in the end no holes. Look brandy dandy new like my 2nd pic.

PM me if interested

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58748-img-4646-1.jpg

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58749-img-4647-1.jpg

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58737-img-0477.jpg

PM me if interested.

AlexCT
03-30-2012, 10:11 PM
The truth is this. In retail sales there are always customers who are reasonable and those who are not. reputation spreads quickly like a virus, deserved or undeserved. Plenty of purchasers rely on the recommendations of their friends or of the resellers and pay someone else to install their gear. Others think they know everything and can install anything themselves. All customers need to be treated with the same respect because there are simply too many uninformed buyers out there. CS in the electronics and computer industry is a nightmare. How many times to the CS reps have to ask " is the unit plugged in a powered on?" there is a reason they ask this question first... because it all too often is the solution.
the difficulty with customer service is that you always need to act like the customer is always right. They have given you their hard earned money and feel that they need to be treated with respect. they have often spent thousands of dollars and expect everything to go smoothly regardless of how explicit the instructions were. Boating is somewhat of a niche business that is loaded with repeat customers. You have to treat everyone fairly, even when they don't deserve it or they will not buy from you again.

Marine products are expensive and brand loyalty among boaters is significant. Some manufacturers get this and some don't. I have decided recently to go with raymarine for the electronics on my new boat, but from experience, i know garmin to be one of the best companies regarding CS as you can find. My run ins with raymarine CS have been acceptable so far, but not to the great level of garmin. I love the simrad and lowrance products the more i learn about them, but my dealing with their CS has kept me from considering them for my boat. There are always exceptions to the rule, but over time, it is easy to see which companies value their reputation for CS.

The Hat Island Pirate
03-31-2012, 01:05 PM
$4,000. I just think that it is wayyyy toooo much.

In any case, If that is what you guys are paying on the left coast, That is CRAZY !!!!

I do have a deal for anyone out there in Washington. I will fly out from NY if one person can get 5 people who want HDS installs (I do yours for free). For $3,200 You provide 1 head unit, 1 LSS1, and a 3G or 4G radar and I will install it. When finished it will look like my pics. By the way I will fill and gel coat the holes like you see in my first pic and in the end no holes. Look brandy dandy new like my 2nd pic.

PM me if interested

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58748-img-4646-1.jpg

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58749-img-4647-1.jpg

http://www.thehulltruth.com/members/looneytunes-albums-electronics-sale-picture58737-img-0477.jpg

PM me if interested.

I think you did not read my post correctly. I said I doubt he spent $4000.00. After speaking with one of the owners of Bayside this morning, this guy is full of BS.
We have many reputable certified installers here in Seattle.

Seahound
04-01-2012, 03:06 PM
The three Universal Complaints about Lowrance for all time ( now multiplied by the fact that NAVICO has their fingers in the pie) are:

1. Lack of quality and durability in their products...lots of recalls, updates and replacements
2. Lack of customer service. when it was pure Lowrance, it was hit or miss at best, with NAVICO it is mostly miss!.
3. Phase out of units that never worked to begin with....there are many tales of woe where a user bought $2-$ 3k in units that went back and forth in the black hole of Lowrance 'fixing' them where, out of nowhere, the unit is declared obsolete and the best you will get is an offer to upgrade for even more money with a rebate because they suckered you before!
4. No support on "legacy" products, where "legacy" is units only 3-4 years old. Manufacturers like Raymarine, Furuno, Garmin and Simrad have support and replacement parts for ten or more years! Why doesn't Lowrance?

All this being said, this thread has lasted longer than the vast majority of Lowrance products do, but not as long as a phone call to the NAVICO/Lowrance Customer Support area takes to respond! :bashhh::rofl:

The result is the same...

a waste of time and energy, that will result in the same ending.

Nothing fixes the the problem, except to buy another product! :roll

Edd
04-01-2012, 04:08 PM
The three Universal Complaints about Lowrance for all time ( now multiplied by the fact that NAVICO has their fingers in the pie) are:

1. Lack of quality and durability in their products...lots of recalls, updates and replacements
2. Lack of customer service. when it was pure Lowrance, it was hit or miss at best, with NAVICO it is mostly miss!.
3. Phase out of units that never worked to begin with....there are many tales of woe where a user bought $2-$ 3k in units that went back and forth in the black hole of Lowrance 'fixing' them where, out of nowhere, the unit is declared obsolete and the best you will get is an offer to upgrade for even more money with a rebate because they suckered you before!
4. No support on "legacy" products, where "legacy" is units only 3-4 years old. Manufacturers like Raymarine, Furuno, Garmin and Simrad have support and replacement parts for ten or more years! Why doesn't Lowrance?

All this being said, this thread has lasted longer than the vast majority of Lowrance products do, but not as long as a phone call to the NAVICO/Lowrance Customer Support area takes to respond! :bashhh::rofl:

The result is the same...

a waste of time and energy, that will result in the same ending.

Nothing fixes the the problem, except to buy another product! :roll


You have any personal experience? Or just this scented regurgitation?
What I find comical is those who have not, by their own admission, owned a Lowrance product for several years, yet they have some sort of qualification to speak against today's company.
I have been a Lowrance customer since the Green Box flashers. Maybe the reason I don't understand all this is because I have had only one experience where I needed to contact CS and although it took a little time my problem was handled quite adequately. It was a tough experience but I found that by asking to speak with someone higher up the technology chain I was able to stay happy and get my problem fixed.
I understand that in today's economy we all need to save $ where we can, and doing our own installs seems a good way to accomplish this. Truth is most who fish, and own boats know little about 12v electrical systems and know even less about marine electronics. Those people should NOT work on their own stuff.
The only real reason I can thing of for NOT removing everything and sending it in for an agreed refund (especially knowing new and better stuff is about to be released), is that a tech may find something that I did which would void the warranty. Had the OP done so when advised, he would already have all new equipment installed and be on the water. Makes me wonder why some fight logic.

bonefish10
04-02-2012, 02:58 AM
The problem with the LSS-1 is that 5-8 minutes after power up, the LSS-1 and the 4G radar would shut down and a "no source" message would appear. After much internet research, and speaking with a tech guy, it was confirmed that it was a faulty LSS-1.

Cory Rose
Snohomish, WA.

That part is making me nervous, took out my new to me boat for the first time with a new HDS 8and LSS-1, twice it powered itself down and on one of the restarts showed a no source message. If it does it again tomorrow I guess I will be looking for help too.

yachtjim
04-02-2012, 07:15 AM
This is simply a situation that is compounded with bad timing. Lowrance has transitioned to a new unit called the LSS2 and has put big rebates on the LSS1 to clear them out. Once they are cleared out of course there will be none left to replace a faulty one with. So you had some bad luck by getting a defective one at the end of the product's life cycle.

I just can't take any more of this Lowrance bashing. Their customer service is outstanding considering how much they sell. Have you ever had to call a phone manufacturer about a bad cell phone, or computer company about a glitch in your new $1500 laptop? Lowrance units outsell the other major brands about 10 to 1. My point is that they have A LOT of customers to serve. many of them self installers that don't know what the wake-up wire is, or can't use a voltmeter. Plus people buy these technical products from gizmo.com, or joesblendersalesandmarineelectronics.com to save $7 and the vendor has no idea what they are selling. Furuno is brought up often, but they are at the other end of the spectrum. The majority of their systems are professionally installed, and they have a tiny little fraction of the customers Navico has. So of course they can pick right up to help you.

There have been several attempts from Navico's fine dealer and prostaff network to help this person out. We can only help you if you are willing to be helped. If you are just pissed off and want to bash the company because you bought an end of life product, then so be it. If you want to be helped then grab the line.

I just called my rep, told him about your problem, and he said "of course you can swap it out for him". He knows you didn't buy it from me but doesn't care. He knows we have units and can help you. So here is the last line I can throw to you. Call us up, ask for Jim, and what I can do is ship you a complete new LSS1 unit with a UPS label to return the defective unit. Sound like a plan? 866.735.5926 x104

bluewaterpirate
04-02-2012, 07:23 AM
Now let's see if the horse will finally drink the water from the pond. ;?

budbrande
04-02-2012, 07:24 AM
This is simply a situation that is compounded with bad timing. Lowrance has transitioned to a new unit called the LSS2 and has put big rebates on the LSS1 to clear them out. Once they are cleared out of course there will be none left to replace a faulty one with. So you had some bad luck by getting a defective one at the end of the product's life cycle.

I just can't take any more of this Lowrance bashing. Their customer service is outstanding considering how much they sell. Have you ever had to call a phone manufacturer about a bad cell phone, or computer company about a glitch in your new $1500 laptop? Lowrance units outsell the other major brands about 10 to 1. My point is that they have A LOT of customers to serve. many of them self installers that don't know what the wake-up wire is, or can't use a voltmeter. Plus people buy these technical products from gizmo.com, or joesblendersalesandmarineelectronics.com to save $7 and the vendor has no idea what they are selling. Furuno is brought up often, but they are at the other end of the spectrum. The majority of their systems are professionally installed, and they have a tiny little fraction of the customers Navico has. So of course they can pick right up to help you.

There have been several attempts from Navico's fine dealer and prostaff network to help this person out. We can only help you if you are willing to be helped. If you are just pissed off and want to bash the company because you bought an end of life product, then so be it. If you want to be helped then grab the line.

I just called my rep, told him about your problem, and he said "of course you can swap it out for him". He knows you didn't buy it from me but doesn't care. He knows we have units and can help you. So here is the last line I can throw to you. Call us up, ask for Jim, and what I can do is ship you a complete new LSS1 unit with a UPS label to return the defective unit. Sound like a plan? 866.735.5926 x104

Wow Jim! The is the very reason I bought my equipment from you! You are the man, period! :thumbsup:

King Killer
04-02-2012, 07:32 AM
So let me understand this: Jim @ BOE is offering to send you one of his to replace the one you did not buy from him and then agree to send yours back to LW. NOW THAT IS
(non)CUSTOMER SERVICE. Life happens, take the help being offered and move on.

happyfirst
04-02-2012, 07:43 AM
I just called my rep, told him about your problem, and he said "of course you can swap it out for him". He knows you didn't buy it from me but doesn't care. He knows we have units and can help you. So here is the last line I can throw to you. Call us up, ask for Jim, and what I can do is ship you a complete new LSS1 unit with a UPS label to return the defective unit. Sound like a plan? 866.735.5926 x104

Wow. I am SO GLAD I bought from you!!!!

debugger
04-02-2012, 07:46 AM
This is simply a situation that is compounded with bad timing. Lowrance has transitioned to a new unit called the LSS2 and has put big rebates on the LSS1 to clear them out. Once they are cleared out of course there will be none left to replace a faulty one with. So you had some bad luck by getting a defective one at the end of the product's life cycle.

I just can't take any more of this Lowrance bashing. Their customer service is outstanding considering how much they sell. Have you ever had to call a phone manufacturer about a bad cell phone, or computer company about a glitch in your new $1500 laptop? Lowrance units outsell the other major brands about 10 to 1. My point is that they have A LOT of customers to serve. many of them self installers that don't know what the wake-up wire is, or can't use a voltmeter. Plus people buy these technical products from gizmo.com, or joesblendersalesandmarineelectronics.com to save $7 and the vendor has no idea what they are selling. Furuno is brought up often, but they are at the other end of the spectrum. The majority of their systems are professionally installed, and they have a tiny little fraction of the customers Navico has. So of course they can pick right up to help you.

There have been several attempts from Navico's fine dealer and prostaff network to help this person out. We can only help you if you are willing to be helped. If you are just pissed off and want to bash the company because you bought an end of life product, then so be it. If you want to be helped then grab the line.

I just called my rep, told him about your problem, and he said "of course you can swap it out for him". He knows you didn't buy it from me but doesn't care. He knows we have units and can help you. So here is the last line I can throw to you. Call us up, ask for Jim, and what I can do is ship you a complete new LSS1 unit with a UPS label to return the defective unit. Sound like a plan? 866.735.5926 x104

Wow, now that's a fine offer sir!

Reel Kahuna
04-02-2012, 07:47 AM
T... what I can do is ship you a complete new LSS1 unit with a UPS label to return the defective unit. Sound like a plan? 866.735.5926 x104


:thumbsup: :

looneytunes
04-02-2012, 08:00 AM
Jim,

You are a class act. What a wonderful way to finally put some rumors to bed. The customer again has the option to take advantage of good customer service. We all know de-installing LSS1 module is super simple. 4 screws and the cables are quick connects (zero wiring to be done. Disconnect and swap! Simple). There is absolutely no reason not to take advantage of your over and beyond offer.

This is what separates a faceless web site from a brick and morter store staffed by a pro. I am glad I bought my electronics from you. I am confident that if you did that for a non-customer a customer will receive the same. Very re-assuring. Especially with all the rumors these threads generate. Good job.

bayrunner16
04-02-2012, 08:03 AM
Wow, There is yet another fine reason to buy your marine electronics from Jim at BOE.

This truely is a great and helpful site. Thanks Jim.

Edd
04-02-2012, 08:43 AM
Well put Jim. And, again you go far beyond, to help the industry.

Edd

BTW I am sending you something in email. It's long but I know you'll love it.

goatram
04-02-2012, 11:00 AM
Thanks Jim for stepping fwd. Makes My decision to by my Lowrance HDS system from you in Feb. worth while.

Rippin_eyes
04-02-2012, 02:51 PM
Yes, customers did have valid reasons to question Lowrance CS and available inventory 3 – 4 years ago.

The need for improved CS staffing and processes was acknowledged and has been repaired for some time with overall consumer satisfaction being VERY positive in the last year. Not only are wait times almost non-existent, the level of expertise in our staff and the availability of repair or replacement options is at an all time high.

The creation of the Advantage Service program in addition to the existing warranty program is a good example of recent new elements to support customers and long-time satisfaction.

The LSS-1 inventory/availability is an unusual one with the recent launch of StructureScan HD with the LSS-2, the Fall and Spring Promotions for HDS and HDS Gen2 bundled with StructureScan being very successful and depleting available stock of LSS-1 transducers. However, the LSS-1 stock is now and will continue to be available for Customer Service needs only.

Return rate on HDS 1.3 %.. which is the lowest in the industry

Most who PM me get a response, but I have limited time certain times of year and sometimes get lost in the shuffle, feel free to contact me if you want my email is chris@meyeroutdoors.com and I'll try my best to help

Edd
04-02-2012, 03:46 PM
:thumbsup::thumbsup::thumbsup:

jaksonbrown
04-03-2012, 08:43 AM
As promised, I am posting the end result of this issue. And I must give praise to Navico, and go over the conversation I had with the CS rep this morning.

My LSS-1 was received by Navico last week after I overnighted it to them. They were able to test it yesterday and in fact found it to be defective. I asked them when I could expect it back and they informed me that it should ship out this week so I could expect it back next week sometime. So if I left things alone, it would have been about a two week turn around time. (I paid to have it overnighted back to me today instead.) Not bad, but not great. I asked the rep why I was told, TWICE, that it would be 20 working days before I could expect the LSS-1 back. He sighed, and told me that that language is "Navico standard response language". As employees of Navico, they are required to tell people sending items in for repair that that is the amount of time it takes.

I told him that that was IMO, "unnecessarily infuriating customers for no reason". The poor rep responded, "I know, but that is the policy. Our usual turn around time is less than a week, but they wont let us tell people that."
I appologized to him for being so upset with Navico, and he responded, "No problem, I get it all the time. It really sucks to have to tell people that when it just isnt true. But we cannot promise a week, and have people get upset if it takes 10 days." I told him I understood that point, but I think they are upseting more folks by telling them 20 working days. I said, "I mean, your advertising terrible CS, when in fact, it is pretty darn good." He responded,..."yea, I know."

So, there is the story. I am here to commend Navico for their CS, and to explain the entire story.

My advice to Navico, .... Stop telling folks it is gonna take a month, just tell them that it "should be" about two weeks but they cannot guarantee it.
FWIW... I do believe that they should have paid the shipping to send the product back to Navico, and offered to ship it overnight back to me instead of making me pay for it both ways..... But whatever. The product is shipping today, and I should have it back tomorrow.


For the record, two Lowrance reps did in fact pop up on the boards offering help, but after contacting them as instructed, neither could offer any solution, or even responded.

My thanks go out to Jim at BOE for the effort. However, as I said in my first post on the subject, I overnighted the LSS-1 off to Navico a week ago. I could not send it in to Jim at BOE if I wanted to. I am happy however, that I was able to give you the opportunity to self promote your fine CS and promote your business.

denny-o
04-03-2012, 04:55 PM
Sounds like those who are 'so frustrated' with Lowrance should arrange to meet at a bar with those who feel the same way about Garmin and Raymarine... Should be a heck of a party...

Thalasso
04-03-2012, 06:08 PM
Wow,
Double up I hope your taking notes, won't take long for this kind of poison to kick in andtake hold. Owned lowrance years ago and was a good unit. Have heard very little positive since they moved their operation.

Bob

Just a coincidence but had to call Lowrance last week for tech support. Less then 5 min I was connected and issue resolved. Can't ask for anything better then that

Thalasso
04-03-2012, 06:30 PM
Perhaps you should go back to grade school and learn to read properly. If you actually read the posts, you will see that I ordered the unit in a bundle... that means it did not come in its own box, but as a package deal which comes in a big box with lots of little stuff inside. Secondly, once again, if you would actually read the thread instead of just picking an argument and calling people liars........ when I called my retailer, they told me that as Lowrance discontinued the LSS-1, they did not have any more in stock to send me, but would happily refund my money if I wanted to return the entire package. (IMO... thus ended their responsibility towards me.)
That was not an option for me. Lowrance needs to step up and honor their warranty in a timely manor.

Why the pun about Non- Alcholic Beer..... Goat rammer?

:thumbsup::thumbsup:

Edd
04-03-2012, 08:18 PM
I realize the OP has gotten satisfaction from parties involved but, I wanted to share this recent experience I had today.

I just bought a new home theater system made by SONY. Pretty big company and well known. I bought it 'on line' from DELL. Another big company also well known. It arrived last night and when I opened the box I found the AV/Audio/DVD receiver, one sub-woofer, one center speaker, 2 front speakers (L & R), 2 surround speakers (L & R), and all speakers were pre-wired. Also in the box were the instructions in so many different languages, the audio and video cables, a setup microphone, the power cord, remote control and 2 AA batteries. I positioned the speakers and plugged them into the corresponding sockets with matching color. I then installed the power cord and plugged it into the wall socket. I inserted the setup DVD into the player and turned it on. It worked great! The setup DVD instructed me to plug in the mic and place it close to half the distance be the listener and the unit. Plugged it in and immediately got an error message of; PROTECTION...PUSH POWER. The unit would not power on again. I found the error message in the manual followed the instructions, but to no avail. Kapuut!
Today I called DELL and was told that since the unit was still under SONY warranty I would need to deal with them and I was given a priority telephone number. I called the number and after the machine put me on hold briefly I was transferred to the proper person. I laid out the symptoms and the complete install. The CS person put me on hold again and came back to say 'OK we know what it is and you will need to pack the system up in it's original packages and send it back. A service technician will determine whether it will be fixed or a new unit shipped out.'

I didn't go postal at a DELL or SONY forum site, I just accepted this for what it was; These two international companies way of handling return and warranty problems. Since I don't make a living from watching TV or listening to the stereo I didn't bother to ask for priority shipping. Not so much different from the auto or marine industries.

Edd

AlexCT
04-04-2012, 05:22 AM
I realize the OP has gotten satisfaction from parties involved but, I wanted to share this recent experience I had today.

I just bought a new home theater system made by SONY. Pretty big company and well known. I bought it 'on line' from DELL. Another big company also well known. It arrived last night and when I opened the box I found the AV/Audio/DVD receiver, one sub-woofer, one center speaker, 2 front speakers (L & R), 2 surround speakers (L & R), and all speakers were pre-wired. Also in the box were the instructions in so many different languages, the audio and video cables, a setup microphone, the power cord, remote control and 2 AA batteries. I positioned the speakers and plugged them into the corresponding sockets with matching color. I then installed the power cord and plugged it into the wall socket. I inserted the setup DVD into the player and turned it on. It worked great! The setup DVD instructed me to plug in the mic and place it close to half the distance be the listener and the unit. Plugged it in and immediately got an error message of; PROTECTION...PUSH POWER. The unit would not power on again. I found the error message in the manual followed the instructions, but to no avail. Kapuut!
Today I called DELL and was told that since the unit was still under SONY warranty I would need to deal with them and I was given a priority telephone number. I called the number and after the machine put me on hold briefly I was transferred to the proper person. I laid out the symptoms and the complete install. The CS person put me on hold again and came back to say 'OK we know what it is and you will need to pack the system up in it's original packages and send it back. A service technician will determine whether it will be fixed or a new unit shipped out.'

I didn't go postal at a DELL or SONY forum site, I just accepted this for what it was; These two international companies way of handling return and warranty problems. Since I don't make a living from watching TV or listening to the stereo I didn't bother to ask for priority shipping. Not so much different from the auto or marine industries.

Edd
I would consider that a bad CS experience. Dell sold you the unit and it was defective on arrival. They should have sent you prepaid shipping label to send it back , and sent a new one right away. They were lazy and wrong to pass the buck to sony on such a recent purchase. Also, there should be no question as to whether you get a new unit back or a repaired one, the thing was DOA! Typically, retailers provide service for 30 days on items they sell. They should have tried to make it right as soon as possible or risk losing future purchases from that customer. I have had a few similar situations from online retailers and every time they sent me prepaid labels, plus shipped the new item right away, if they didn't receive the defective unit within 30 days, they would have charged me for the new unit. that is good CS for an online sale.

in another example. i once had a car gps that was defective, when i called CS, they said to just go to a local authorized dealer and replace it for a new one, even though I didn't buy it there. that way i didn't wait days or weeks to get a new unit. that was a good CS experience.

nsh
04-04-2012, 06:23 AM
I would consider that a bad CS experience. Dell sold you the unit and it was defective on arrival. They should have sent you prepaid shipping label to send it back , and sent a new one right away. They were lazy and wrong to pass the buck to sony on such a recent purchase. Also, there should be no question as to whether you get a new unit back or a repaired one, the thing was DOA! Typically, retailers provide service for 30 days on items they sell. They should have tried to make it right as soon as possible or risk losing future purchases from that customer. I have had a few similar situations from online retailers and every time they sent me prepaid labels, plus shipped the new item right away, if they didn't receive the defective unit within 30 days, they would have charged me for the new unit. that is good CS for an online sale.

in another example. i once had a car gps that was defective, when i called CS, they said to just go to a local authorized dealer and replace it for a new one, even though I didn't buy it there. that way i didn't wait days or weeks to get a new unit. that was a good CS experience.

:thumbsup: Agreed!

Edd
04-04-2012, 08:33 AM
I would consider that a bad CS experience. Dell sold you the unit and it was defective on arrival. They should have sent you prepaid shipping label to send it back , and sent a new one right away.

Actually DELL told me they would exchange the unit after they determined what was wrong and that it wasn't customer originated. CS told me it was much quicker to deal directly with SONY. SONY told me the same......much faster to go directly through them.

But the point IS, what difference does it make WHO makes the exchange? It was done and done quickly. An excellent CS experience for any person. Some people just look for the chance to bash someones CS staff and policy.

Edd

King Killer
04-04-2012, 09:48 AM
"Some people just look for the chance to bash someones CS staff and policy."

Only when they provide the opportunity, there holding my $$$$ and I am not happy with the way I am being treated. Customer service is for customers after all. If a company doesn't want bad press, get it right the first time. Effort without results is meaningless.

The great part this country and this forum is we can agree to disagree.:tht_rulez:

Edd
04-04-2012, 11:33 AM
"Some people just look for the chance to bash someones CS staff and policy."

Only when they provide the opportunity, there holding my $$$$ and I am not happy with the way I am being treated. Customer service is for customers after all. If a company doesn't want bad press, get it right the first time. Effort without results is meaningless.

The great part this country and this forum is we can agree to disagree.:tht_rulez:

Precisely my point. What was very acceptable to me was unacceptable to two others.

King Killer
04-04-2012, 12:08 PM
Edd,

You try to apply logic, when emotion is what drives fisherman. How else could anybody justify paying $2700 a pound for Tuna, Billfish, etc. and that s if you catch alot of it. (Boat, Trailer, Tackle, Gear, Gas, Insurance, Divorce, the list goes on and on).

I will always respect your opinion and your right to be wrong, if you will afford me the same courtesy:thumbsup:

Bob:tht_rulez:

Edd
04-04-2012, 12:24 PM
Edd,

You try to apply logic, when emotion is what drives fisherman.

Bob:tht_rulez:

That one completely slipped my mind Bob.

:thumbsup: Edd

Doubled Up
04-06-2012, 08:59 PM
As promised, I am posting the end result of this issue. And I must give praise to Navico, and go over the conversation I had with the CS rep this morning.

My LSS-1 was received by Navico last week after I overnighted it to them. They were able to test it yesterday and in fact found it to be defective. I asked them when I could expect it back and they informed me that it should ship out this week so I could expect it back next week sometime. So if I left things alone, it would have been about a two week turn around time. (I paid to have it overnighted back to me today instead.) Not bad, but not great. I asked the rep why I was told, TWICE, that it would be 20 working days before I could expect the LSS-1 back. He sighed, and told me that that language is "Navico standard response language". As employees of Navico, they are required to tell people sending items in for repair that that is the amount of time it takes.

I told him that that was IMO, "unnecessarily infuriating customers for no reason". The poor rep responded, "I know, but that is the policy. Our usual turn around time is less than a week, but they wont let us tell people that."
I appologized to him for being so upset with Navico, and he responded, "No problem, I get it all the time. It really sucks to have to tell people that when it just isnt true. But we cannot promise a week, and have people get upset if it takes 10 days." I told him I understood that point, but I think they are upseting more folks by telling them 20 working days. I said, "I mean, your advertising terrible CS, when in fact, it is pretty darn good." He responded,..."yea, I know."

So, there is the story. I am here to commend Navico for their CS, and to explain the entire story.

My advice to Navico, .... Stop telling folks it is gonna take a month, just tell them that it "should be" about two weeks but they cannot guarantee it.
FWIW... I do believe that they should have paid the shipping to send the product back to Navico, and offered to ship it overnight back to me instead of making me pay for it both ways..... But whatever. The product is shipping today, and I should have it back tomorrow.


For the record, two Lowrance reps did in fact pop up on the boards offering help, but after contacting them as instructed, neither could offer any solution, or even responded.

My thanks go out to Jim at BOE for the effort. However, as I said in my first post on the subject, I overnighted the LSS-1 off to Navico a week ago. I could not send it in to Jim at BOE if I wanted to. I am happy however, that I was able to give you the opportunity to self promote your fine CS and promote your business.

Hi Jackson;
I am back from vacation. Glad to see you are pleased with the final result. While away, I was wondering where this thread was headed?? I am a bit confused with couple of the comments in this last paragraph.... Wondering if you can help? First - I did call you (respond) and did offer help (give you a personal spare of mine). Second - I told you that I was going to personally call and e mail Lowrance CS, before I went to Texas (which I did). The last thing that I wanted to clear up for "all" is - (after several of MY statements) - I am not a Navico Rep (employee). I am a Pro-Staffer (charter captain/ tournament fisherman) who helps out at many events (boat shows - open houses - live demo's etc). This offer of "help", was something that came from within... Good Luck & Thank You ! <'////><

goatram
04-08-2012, 08:50 AM
Thanks for the further clarification Doubled Up. It helps to better understand the OP's position and state of mind.

TN Formula
04-09-2012, 11:43 AM
i sent an older unit in with what i thought was a crack in the screen for a repair. it turned out to be a bad screen, they said it had micro bubbles in it and it would be covered under warranty. i don't really know what micro bubbles are but according to UPS a new one is supposed to be delivered today. i sent it back on 3/19 at my expense, they found it to be defective and they shipped out a new one. i'm satisfied with my Lowrance C/S experience.



Search Engine Friendly URLs by vBSEO 3.2.0