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Raymarine Customer Support .... LOL

Old 06-18-2019, 04:14 PM
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Default Raymarine Customer Support .... LOL

Had a funny call today with the Raymarine technical support group yesterday. I wish I could have got the name of the fellow but he never shared it with me. For some background I just purchased a used World Cat with the full suite of Raymarine marine equipment including a C130 Chartplotter, autopilot, Sirius weather module and the Digital Sounder module. Not unexpectantly. I'm beginning to see the "little things" that need to be fixed. Most importantly the GPS would give me a "POSITION FIX LOST" message. I had some free time yesterday so I called the Raymarine Support Number and after 20 minutes (they were experiencing higher than normal call volume) my call was answered. After I explained what equipment is installed and the error message I was getting the technical support person said .... "Well that chart plotter is almost 10 years old so there is probably something inside the unit that is broke --- you should think about buying another unit." LOL ... what? That was the answer I waited 20 minutes for? Not, let's see if you're getting any readings from the GPS receiver? No, let's try a factory reset? I didn't even get the "let's try to turn it off and on again."

Luckily I got the boat for a great price because even though the former owner said he spent almost $4000 in Raymarine electronics I knew all Raymarine stuff is garbage so I valued it at zero. All it took was a call to some smuck from Nassau, NH to confirm what I had heard about the support. I can't wait for my new Furuno stuff to arrive!

Last edited by Getn Busy Livn; 06-18-2019 at 04:15 PM. Reason: misspelling
Old 06-18-2019, 04:42 PM
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There’s a moderator on the Raymarine forum named Chuck. Super nice guy.

I don’t think I’d call them.
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Old 06-18-2019, 08:08 PM
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Raymarine has been pretty stellar since FLIR
Old 06-19-2019, 10:19 AM
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Purchased 4 brand new boats since 2005, all Raymarine products, 1 issue with VHF radio, sent a brand new 1 with no questions asked, and with me just paying for shipping. All DSM300's made in Mexico, and no issues whatsoever.
Had add-ons in between; AIS, weather, etc.., called tech support, figured out the problem. If person answered phone didn't know, he directed me to the right person. Never waited more than 20 minutes. I actually called the Friday before memorial day, and the tech support guy stayed late to help me set-up my system properly. My fault as I was tweeking stuff on my mfd's.
Raymarines from 2005-2019 not sure if the story is exaggerated to bash Raymarine. If your used to something just stick with it. Chevy, Ford, Dodge. They all have there quirks.
Old 06-20-2019, 02:00 AM
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Have both Furuno and raymarine and at least my experiences with support have been good with both, sometimes you do get a asshat when you call with tech support.
Like old pete says try the raymarine board .
Old 06-20-2019, 02:34 AM
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I've called Raymarine a few times over the last year about my "new to me" gear, and their tech support has been very good. They have walked me through specific troubleshooting steps and have been very helpful.

I also have also found their online forum to be very good as well. As others have mentioned, there is a moderator there, Chuck, who is very knowledgable and provides excellent guidance.

It's unfortunate that you had a bad experience with them, but overall I would highly recommend them for suppprt.
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Old 06-20-2019, 03:53 AM
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As mentioned above, the Raymarine Technical Forum is the way to go, for any real support.

You may not have liked what Raymarine said, but it is true. You have a legacy product and Raymarine doesn't even support it anymore. They might have left over parts, but most likely not. I believe they offer a discount on new electronics if you are upgrading legacy products.

Sounds like your gps antenna is failing. You have a couple options. The old Raymarine GPS antennas, have a battery in them that can be replaced. Sometimes this works. OR you could install a SeatalkNG gps antenna with a coverter to Seatalk.
Old 06-20-2019, 04:38 AM
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Originally Posted by Bass Monkey2015 View Post
As mentioned above, the Raymarine Technical Forum is the way to go, for any real support.

You may not have liked what Raymarine said, but it is true. You have a legacy product and Raymarine doesn't even support it anymore. They might have left over parts, but most likely not. I believe they offer a discount on new electronics if you are upgrading legacy products.

Sounds like your gps antenna is failing. You have a couple options. The old Raymarine GPS antennas, have a battery in them that can be replaced. Sometimes this works. OR you could install a SeatalkNG gps antenna with a coverter to Seatalk.

throwing parts at it is not troubleshooting, do you work for raymarine?

Last edited by truculenity; 06-20-2019 at 05:17 AM.
Old 06-20-2019, 05:17 AM
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No offense, I have a new Simrad on my small boat, and tech support isn't the easiest to get thru. I felt like punching the guy in the face the way he was talking to me. Also see ALOT of Garmin issues on the forum. More than any brand. Almost pulled the trigger on buying Garmin, and thank god I didn't. The few times I called, waited more than an hour, left my # for a call back, a did get one til two days later. This is the tech support, on me spending 30k plus on new equipment? Thank god I wasn't in trouble, and not be choosing either brand.
Old 06-20-2019, 05:38 AM
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Originally Posted by vitoproplumber@gmail.com View Post
No offense, I have a new Simrad on my small boat, and tech support isn't the easiest to get thru. I felt like punching the guy in the face the way he was talking to me. Also see ALOT of Garmin issues on the forum. More than any brand. Almost pulled the trigger on buying Garmin, and thank god I didn't. The few times I called, waited more than an hour, left my # for a call back, a did get one til two days later. This is the tech support, on me spending 30k plus on new equipment? Thank god I wasn't in trouble, and not be choosing either brand.
Like some outboard motor brands, the more that are in service the more complaints/problems one will see with respect to that brand. I suspect that Garmin is far and away the most popular MFD brand being used today.

Makes it look like the brand is the most problematic. When in fact it could be completely opposite. The least problematic. Just reading stuff on the innerweb cannot offer anyone any real world information with respect to reliability, or customer support, for a particular brand.

According to what I read, Tohatsu has to be the best and most reliable outboard motor. Maybe Johnson or Elgin. I almost never hear or read any complaints at all about them. Same thing with some MFD brands that I have never heard of. They must be great. Nil problems are being reported.
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Old 06-20-2019, 06:02 AM
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Originally Posted by Getn Busy Livn View Post
Had a funny call today with the Raymarine technical support group yesterday. I wish I could have got the name of the fellow but he never shared it with me. For some background I just purchased a used World Cat with the full suite of Raymarine marine equipment including a C130 Chartplotter, autopilot, Sirius weather module and the Digital Sounder module. Not unexpectantly. I'm beginning to see the "little things" that need to be fixed. Most importantly the GPS would give me a "POSITION FIX LOST" message. I had some free time yesterday so I called the Raymarine Support Number and after 20 minutes (they were experiencing higher than normal call volume) my call was answered. After I explained what equipment is installed and the error message I was getting the technical support person said .... "Well that chart plotter is almost 10 years old so there is probably something inside the unit that is broke --- you should think about buying another unit." LOL ... what? That was the answer I waited 20 minutes for? Not, let's see if you're getting any readings from the GPS receiver? No, let's try a factory reset? I didn't even get the "let's try to turn it off and on again."

Luckily I got the boat for a great price because even though the former owner said he spent almost $4000 in Raymarine electronics I knew all Raymarine stuff is garbage so I valued it at zero. All it took was a call to some smuck from Nassau, NH to confirm what I had heard about the support. I can't wait for my new Furuno stuff to arrive!
I used to have some direct/good contacts at Raymarine. They all slowly left after FLIR bought Raymarine. I miss being able to call/email them directly and getting quick and detailed assistance.

That said, my first step is always to search online, google, Raymarine's forums, etc for the issue and try to solve it myself.

If that doesnt work then you can try Raymarine's forum

Its hard to get good support via phone now that most of their experienced techs have left.

Email support also seems to be a bit worse.

Raymarine has been nice enough to support and even replace out of warranty items for me in the past (at no charge)

10+ year old electronics, I dont blame them for not supporting

Good luck
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Old 06-20-2019, 02:14 PM
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Same shit everywhere with knowledgeable Customer Service anymore,Companies are more worried about how they can cut costs rather than pay a decent wage to a Experienced Customer Service Rep.!!! Lowes and Home Depot are a perfect example....
Old 06-20-2019, 08:52 PM
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I just sold my Tiara 36 Open with two Raymarine E90W's, Raymarine HD radar, ST70 autopilot and depth displays. I have a completely different opinion of Raymarine's customer support - they were great and very helpful on the few occasions I contacted them and needed their help. First they helped me get my autopilot calibrated (it was installed incorrectly). The next time I had a gateway problem with my Volvo engine not communicating with the autopilot unit. I assumed it was the autopilot unit and sent it in. They tested it on their equipment and called me and told me there were no issues; they sent it back within a week (the problem ended up being the Volvo gateway unit). Just a couple of months ago was my last interaction where a part broke and I was looking for a replacement. My units were 9 years old and they didn't have any parts left; they had sold the last of them in 2018. Instead, they took a part off of one of their demo units and gave it to me. Granted it wasn't an important/costly part but that's great customer service in my book.

And I'm quite up to speed with Garmin as my new boat (just delivered two weeks ago) is outfitted with dual 8616's, Fantom radar, Reactor autopilot and a Fusion stereo. So I know my Garmin, too. I've had to call Garmin a couple of times already. The wait times are always over an hour - consistently. Don't get me wrong; I'm happy with my Garmin units and their techs are friendly and nice but not as knowledgeable as the Raymarine guys I dealt with.
Old 06-21-2019, 04:02 AM
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Originally Posted by truculenity View Post
throwing parts at it is not troubleshooting, do you work for raymarine?
No, I do not have any affiliation with Raymarine.

Based on the limited info given, it is sound advice. The advice was also directed more towards anyone else that came across this thread with a similar problem. Pretty clear that the OP has made his mind up about Raymarine, even prior to buying his boat.

This is a common problem with Older systems with older GPS antennas. There are numerous technical articles available about this.
Raymarine Raystar 125 battery replacement
RS125 - NO FIX being reported on Pathfinder Series Display or Multifunction Display


Old 06-21-2019, 05:33 AM
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Originally Posted by truculenity View Post
throwing parts at it is not troubleshooting, do you work for raymarine?
Well, yeah, but. How many here (or elsewhere) have a battery operated differential input O'scope to measure p-p, and ringing on the NMEA2k signal? How many have a CAN protocol analyzer at the ready? How many can generate a GPS C/A carrier to measure Signal to noise ratio? How many have a GTEM at the ready to measure RFI issues? Or, a wide range ultrasonic frequency generator to debug just a transducer .................crickets......................
Old 06-21-2019, 07:58 AM
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Old 06-21-2019, 08:35 AM
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Funny part is, starts a thread how Raymarine is a joke, buys a used boat and electronics that are 10 year plus, value's it at zero, but will sell it on eBay once he gets the new equipment! ! Lol!
Just like buying a 10 year old iPhone and getting it fixed.
Or a 10 year old car and blaming Chevy. Unfortunately boating/fishing is the biggest waste of money. Hate 2 b blunt, but If u ain't prepared to spend, then u need 2 go on a head boat.
Old 06-21-2019, 08:48 AM
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For your "position fix lost", I was getting the same thing on mine. Was told it was the GPS antenna. Replaced the antenna and all is good.
Old 06-21-2019, 08:49 AM
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Originally Posted by Denver Dave View Post
For your "position fix lost", I was getting the same thing on mine. Was told it was the GPS antenna. Replaced the antenna and all is good.
Actually just happened to my dock neighbor. He got an antenna off ebay for $100 and is back in business.
Old 06-21-2019, 09:20 AM
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There are many crappy CS reps out there. Sounds like you had an unfortunate interaction. But in reality, you could take Raymarine out and put any brand in. Historically they have had great support. I haven't called over there in years. Hopefully this was a one off. I had a similar experience with Garmin, where the only option they gave me was a discounted re-furb'd unit. Wouldn't even troubleshoot it for me. At some point supporting old tech becomes near impossible.

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