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lowrance customer service ???

Old 10-05-2006, 09:00 PM
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Default lowrance customer service ???

having trouble getting a map downloaded from PC to MMC to use on LCX-20.
I've emailed lowrance late last week and haven't heard a reply yet.
Is this typical? Or does anyone know a direct tech support phone number for lowrance so i can get a faster answer?
A couple years ago I had a install problem when i was putting in my Ray c-series unit and got immediate help via their 800 line. IMO Ray's customer service was good.

I recently purchased a Canada Topo Mapcreate 6.3 software to put on my new LCX-20.
PC is running Win2K. I'm using the card reader included with the mapcreate software and can put other data onto the MMC card but the mapcreate software doesn't see the a MMC card in the reader. I've tried 2 cards and both get same results.
Since i can't register a MMC card and create a map that can be put on a card, I can't get the maps i want onto the LCX20.

Any ideas or advice from THT members?
I may grow grey waiting for Lowrance to help.

P.s. if lowrance wants to move up in the marine electronics world and compete with the big boys (simrad, furuno, ray, northstar) then they better bring the service with their products.
Old 10-05-2006, 10:01 PM
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Default RE: lowrance customer service ???

Being a question type of guy I've asked Lowrance a bunch of them on my LMS-337C. IMO they are not very helpful. i get one liners back with little useful info from them in about a week IF I'm nice and a few days if I'm nasty and acquisitory. I get my best and prompt answers from the experts on this board. That's why I am a proud owner of a wheel. I really like my FF/GPS/map unit and it functions IMO as well or better than the other brands you named, it's just that their customer service sucks if you have a technical problem/question. But what do you expert from a French owned company.

HH
Old 10-05-2006, 10:01 PM
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Default Re: lowrance customer service ???

they do have a number but i cant find it
Old 10-05-2006, 11:25 PM
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Default Re: lowrance customer service ???

I got a reply after about a week. It was not particularly helpful. Sinrad now is associated with Lowrance--(same parent company)--so I don't know how that will shake out. The answer I got was not practical for my boat and application.

Are you using the Creat a map or Nauticpath softwear? I have loaded SD cards into a 3300C for some time with no problems. But you do have to have the manual and follow the directions--the proceedure is the same for all of the units. what is the problem?
Old 10-06-2006, 12:04 AM
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Default Re: lowrance customer service ???

Their number is shown on this link:

http://www.lowrance.com/Support/Contact/default.asp


I've found their e-mail support lacking, but their telephone support has been good in my experience.
Old 10-06-2006, 04:57 AM
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Default Re: lowrance customer service ???

i've called lowrance via their website ph # but only consistently got a recording . . . real helpful -- not!
My mapcreate software does not see the memory card (MMC) in the reader and so i cannot transfer a map to the media to plug into the LCX20.
Funny thing is that the PC sees the reader and card and I can put pics or data on the card, but is invisible to mapcreate.
I don't think this is a hardware problem but a mapcreate software issue which i hope lowrance has answer to, if they ever get back to me.

Thataway, if it's true, sad to hear simrad is now apart of lowrance as i have heard that simrad has been top notch thus far.
Since Drifter has had success with lowrance's ph support, i guess there is hope and i'll try again tomorrow.
Old 10-06-2006, 07:47 AM
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Default Re: lowrance customer service ???

I had to send in a unit for waranty repair about two weeks ago, they actually replaced the unit, & chart card, no questions asked, and had it back to me in a little over a week from the time that I sent it in. They asked very direct questions that were to the point while on the phone setting up the return. I haven't had to use them for anything other than that, but so far they get the thumbs up from me.
Old 10-06-2006, 08:54 AM
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Default RE: lowrance customer service ???

I am not sure why people rely on e-mail for customer service. Unfortunately, MANY companies do not allocate enough people or resources to responding to e-mail requests, and as a result, they have backed up e-mail requests.... Lowrance is no different. They don't put a priority on e-mail requests, and quite frankly, if it's not a serious enough issue to call, I don't blame them for putting e-mails on the back burner. That being said, I called them once to resolve an issue, and it was fixed over the phone...

Bottom line is: call them, don't e-mail them.

1-800-324-1356.
Old 10-06-2006, 09:03 AM
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Default RE: lowrance customer service ???

Lowrance Customer Service? Sometimes they work, sometimes they don't...just like their products!
Old 10-06-2006, 09:38 AM
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Default Re: lowrance customer service ???

My experience with Lowrance CS is that they will usually waltz you around a bit with dumb answers to your problem, but then they will have you send the unit for replacement or repair.....
Don't even bother with emails, it's a total waste of time.....
You'll find their customer service number listed under the specific product information on their web site....
Old 10-06-2006, 10:27 AM
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Default Re: lowrance customer service ???

we ONLY use the 800 service for customer service. they are not all engineering techs, but they do have all the trouble shooting guides right there in front of them and can sometimes overcome most problems (reference the fella that could not program his 200 series gages to show litres, that would have been a 30 second phone call). but, as electronics progress from archaic transistors and diodes, and into true computer hardware, the complications of just getting a quick fix are growing. try calling bill gates customer service and see how much help they can be. marine electronics are getting more and more sophisticated and the 'normal' customer service of any brand is going to get more and more challenging.

thats why i really thank goodness that we have the internet, with user sites and sites like THT. i bet dollars to donuts that the users on this site have more insight to the real problems and fixes to the electronics issues than any companies typical help line employee. we get what we can from them, but thank goodness we have each other and our own real world experiences to rely on.

cheers.
drew

Old 10-06-2006, 11:19 AM
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Default Re: lowrance customer service ???

I am considering getting MapCreate 6.3 software and I downloaded the manual http://www.lowrance.com/Manuals/File...383_051904.pdf last week. On page 12 it says:


NOTE: MMC Card Formats
If you have an older MMC that has been formatted by a parallel
port Lowrance MMC Interface card reader, the card format may not
be compatible with your newer USB port MMC card reader. If
that's the case, you can preserve your historic GPS data by copying
it to your hard drive with your older parallel port reader. The older
MMC can then be reformatted so it will work with the newer USB
card reader.
To reformat an MMC, refer to the instructions that
came with your USB MMC card reader or your sonar/GPS unit.

If you ever have to format your MMC card, you should know that
MapCreate, as well as Lowrance and Eagle GPS products, will only
read cards that are FAT formatted. MMC cards formatted using
FAT 32 or NTFS will not work with these products.

Were you able to use the instructions that came with the card reader ( I don't have any manuals on that ) to initialize the memory card? Maybe you need to reformat the card using that card reader as a FAT file system.
Old 10-06-2006, 12:32 PM
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Default Re: lowrance customer service ???

lowrance customer service sucks. as others have said, their response to emails is slow and then the answers are (in my experience) poor. who would rely on email for customer service?? ME, for one. my experience w/garmin support via email has been excellent. i don't have the time or desire to sit on the phone for 1/2 on hold waiting for telephone support, so it gets put off, put off, put off. when i have a question, i shoot an email off and (with garmin) 24hrs later, bang, a good, well thought out answer arrives in my inbox...NO WAITING ON HOLD! if they are going to treat emails like they do, they ought not to even have an email address. and if their phone support line was properly staffed, it might make up for their poor email responses, but i and others have had to wait for long periods of time every time we call. again, lowrance customer service is poor.
Old 10-06-2006, 12:48 PM
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Default Re: lowrance customer service ???

lowrance customer service sucks. as others have said, their response to emails is slow and then the answers are (in my experience) poor. who would rely on email for customer service?? ME, for one. my experience w/garmin support via email has been excellent. i don't have the time or desire to sit on the phone for 1/2 on hold waiting for telephone support, so it gets put off, put off, put off. when i have a question, i shoot an email off and (with garmin) 24hrs later, bang, a good, well thought out answer arrives in my inbox...NO WAITING ON HOLD! if they are going to treat emails like they do, they ought not to even have an email address. and if their phone support line was properly staffed, it might make up for their poor email responses, but i and others have had to wait for long periods of time every time we call. again, lowrance customer service is poor.
Here's the problem with e-mail customer service. If you're having a problem with your product (not just a question - i.e. the gallons to liters question that was mentioned before - but a genuine problem with the product not operating properly), that is going to be very difficult to diagnose over e-mail. Usually, customer service reps will have the user "try" a few different things before attempting to diagnose a problem. Feedback has to be given after each step to determine what should be done next. This could take hours via e-mail, or minutes on the phone.

I'm not sticking up for them, all I'm saying is, if you want answers, call up and ask. Yep, you might be on hold for a while (but there are VERY few companies - regardless of industry - that this isn't the case), but you'll get your answer right then...
Old 10-06-2006, 05:10 PM
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Default Re: lowrance customer service ???

Link to numerous threads of previous discussion:

http://www.thehulltruth.com/search/q...t=&custom-end=
Old 10-08-2006, 03:07 AM
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Default RE: lowrance customer service ???

Never tried email, but phone help has been a real mixed bag.

Installing a pair of gauges, I waited close to 20 mins for support. But once I got a live person, they were great. Spent more than an hour diagnosing the problem. Untimately, I had to send gauges in for a software update. They did a great job tracking my package, upgrading my gear and getting it back to me safely.

I don't know what the wait is about, but it is consistent. I waited every time I called. Eventually, I talked the techs into giving me direct numbers -- or calling me at a specific time -- and that worked much more smoothly.
Old 10-08-2006, 03:17 PM
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Default Re: lowrance customer service ???

Update.
The card was correctly formatted, i double check this.
Interestingly, I switched from user mode to administrator on my win 2K and was able to get mapcreate to see and register a MMC card.
I don't know why i can't make mapcreate see a MMC card in the reader in user mode and not just in admin. mode!?!
I was able to create a map and transfer the map to the MMC card kinda successfully. Kinda because an error popped up while transfering and stated that the transfer had failed, but when i checked the MMC card it showed full data. I'm going to put the card into the LCX20 to see if the map and all details are accessible fr. the MMC card.

No word from Lowrance yet (i emailed them my problem in detail and left instructions for tech support to call me on my cell).

I usually thoroughly read the manual/instructions before seeking help, but anyone know quickly how to transfer the MMC card data to the LCX20.
Do i just put the card in and the unit will recognize the data?

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