Furuno customer service

[peterbo3]

I tend to buy my boat electronics from the US as prices are way cheaper than in Australia. Purchased a Furuno 585 in 2007 for a new boat I was having built. Installed it & was very happy with the performance but noticed some minor fogging after a few trips. It would clear up after a few hours so I decided I could live with it. This is a known Furuno problem with some earlier units.
The last three trips out the fogging became worse so I decided to contact Furuno USA who were responsible for warranty. As I am coming to the US in September I asked if I could bring the unit with me & have the repair done whilst I was in the US. The warranty expires in August.
Got a prompt reply offering me three options:
1. Bring the unit in when you come to the US & have it repaired under warranty. The warranty cover would still be good as I had notified Furuno of the problem during the warranty period.
2. I could post the unit to Furuno now or at any future date & they would repair it under warranty.
3. Furuno USA would authorize the local agents (who import Furuno but are not a Furuno entity) to do the job.

Naturally I selected option 3.

Next day I get an email from Furuno USA advising that they have to send the necessary parts (bezel kit) to Australia & this may cause a delay.
Yesterday morning I get a call from the local Furuno people advising me that parts have arrived & to bring my 585 head over. Upon arrival, there are no spare parts. However, there is a brand new 585 in a box fresh from the US ready for me to collect. Straight swap. No repairs, no delay. No FedEx charges either way. Sign & go. Two minutes total.

That is what I call OUTSTANDING customer service, given that I am not exactly around the corner. And how long did this all take? About ten days from my initial email. Guess who will be supplying my next electronics package???

[Eyeball]

Originally Posted by peterbo3

Guess who will be supplying my next electronics package???

Garmin?!?




Customer service seems to be a moving target. I have had poor response from Furuno, a year later, outstanding response from Furuno. Simrad has always been stellar with their customer service, but recently someone has been posting here that Simard no longer has good service. (So far, I have only seen the one person posting that here.) Garmin used to be good, now people complain about it. Lowrance used to be some of the best customer service, not folks make fun about how crappy it is.

Wanna guess who has one of the crappiest records in the industry for fixing computers under warranty -- Apple. But you will read nothing but praise about Apple's service here -- are they all Apple-holics?!?

[edk]

I recently sent my 1833C NAVNet1 - bought in 2002 - back to Furuno for a bezel replacement as the screen had got a little foggy. They did the work as a warranty replacement (the warranty expired almost 3 years prior!). Not only that - they had me send my 7" display in with it so they could service both units and update the software also. My cost was shipping it to Washington - they shipped both units back to me 2nd day air at their cost (my cost would have been >$100). That service is tough to beat.

Ed

[Albiemanmike]

I just bought a brand new 1824C/NT Navnet VX2 system and I have had several questions since getting the system. They have been nothing short of outstanding everytime I have called. They also sent me a new trackball assembly for the display because it was very stiff and hard to manipulate. Got it a couple of days later no cost. I have to say though that the new trackball is only marginally better than the original one I guess this is a minor shortfall with this unit that I can live with.

[matt_unique]

Furuno has provided me and my customers with excellent support thus far. I wish everyone offered service like Furuno.

[bamma]

I too had a simular problem with my FCV-585 but my screen coating was coming off. I sent it in for repair and sent it overnight since I wouldn't get back anytime soon.... Suprise!! Had it back in a week and they even overnighted back (NO charge)! I can't say anything but GOOD about Furuno USA.
Tim Adams

[peters44]

Sent my two 2001 units back 3 years ago also with the same service

Originally Posted by edk

I recently sent my 1833C NAVNet1 - bought in 2002 - back to Furuno for a bezel replacement as the screen had got a little foggy. They did the work as a warranty replacement (the warranty expired almost 3 years prior!). Not only that - they had me send my 7" display in with it so they could service both units and update the software also. My cost was shipping it to Washington - they shipped both units back to me 2nd day air at their cost (my cost would have been >$100). That service is tough to beat.

Ed

[PtJudeRI]

Ditto here... I had to speak to them regarding upgrading my radar with the ARPA board, they walked me through everything, and also guided me to the retailer near me with the board... at a VERY nice price to boot... Great guys, great products... I have everything Furuno save my radio..