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Let's talk about Raymarine Service

Old 04-12-2007, 12:46 AM
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Default Let's talk about Raymarine Service

I recently read in the the Furuno vs. Raymarine thread some posts about people who were not pleased w/ Raymarine Customer Service. I also posted that I was suprised to hear that as I have had nothing but positive results in dealing with them. Today they even stepped up to the plate more, and I am truly impressed with the outcome.

For background, I am not in any way affilliated with Raymarine (or any marine business) other than having "donated" about 10K to them in purchases for the current boat. My last boat - prior to multi-function displays - was all Furuno, Northstar, and ICOM, and the units were all spectacular in the performance they gave, and I would not hesitate to buy Furuno again. For a while my brother had a 31' BHM witha Raytheon radar and I was impressed with the performance, so when we bought this boat we gave a look at Raymarine (along with Furuno and Northstar, never looked at Simrad, but they also seem to have "risen to the top") With this boat we went mostly with Raymarine.

Prior to today I had 3 needs for their help via customer service on the internet or phone or combination of both. Turned out that none of the problems were the units fault. First was a voltage problem feeding the DSM 300, the techs talked and emailed me through the problem and I fixed it quickly and on the money with their advice. The problem was with installation at BPS - but we will save that saga for another day. Second was the e-80 that we had purchased left the factory before the Platinum upgrade, tried to download unsuccessfulluy from the net, 1st emailed and then spoke to the rep and they FEDEXed the upgrade. Third time was also unsuccessful w loading an upgrade, while at the Miami boat show, I spent about one hour - on Saturday Afternoon - one on one with a tech. Got a complete education on the unit, and also explained how I was downloading correctly but incorrectly (not unzipping) copying the upgrade to the CompactFlash card. Went down to the boat the next day - upgraded the units and solved my networking problem. I had been trying to network 2 units (added 2nd E-80) and they were having problems because they were running different software versions. Problem solved.

3 Problems, all expertly and courteously handled and none of them were the fault of the units.

Saturday had Sean from TR-1 and a tech down at the boat installing the autopilot. Job complete with one exception. My boat partner (father) could not locate where he put the NMEA output cable, so we could not interface the autopilot to the GPS, all local shops said the cable should have come with the E80 (we have 2 of them - so logic would dictate we should have 2 - Those of you on this board that have met my father know exactly what I am talking about, logic isn't always in the equation, but I love him all the same) We left off with Sean coming back down to the boat this Thursday to complete the job.

Well today I get a call from Sean, he had left a message for my Dad on his cellphone on Monday that he did not have the cable and asking if we found one of the two we should have. Of course, Dad never checked his voicemail, just assumed Sean would be down tomorrow with the cable to complete the job. Never looked for it further. Today I get a call from Sean, I think he had to call Glen E to get my #, That my dad never called him back, and did not want to think he "blew us off".
First told Sean to edit the account - remove Dad's # and use mine for any future contact. Then he adbised that no one local has the cable it would have to be special ordered. called Dad and advised him of situation. Dad upset that Sean used left message on cell phone "I never check my messages" and then I told him I would handle it and that we were probably off for Thursday afternoon.

Called Raymarine, they looked me up in the system - all my purchases are properly registered. It was going to be about $70.00 to have it shipped. I said, jokingly, "lets just say it wasn't in the box" To my suprise, she said ok lets do it that way and 2 minutes later I had my FEDEX airbill # for the part to come to my office tomorrow. FREE OF CHARGE.

Now that is service. I am still suprised when I see posts of their poor Customer Service and would like to hear the details, because all my experiences have not just been quality, but they have exceeded my expecations. Keep up the good work !
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Old 04-12-2007, 12:57 AM
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Oh, and by the way, Great Job Sean. If it were ot for your follow up I would be having to deal with Irate Dad tomorrow, and that gets tired fast. I owe you one.
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Old 04-12-2007, 07:59 PM
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Default RE: Let's talk about Raymarine Service

Hey mako
Glad to hear about your good experience with Raymarine.

My experience went a little differently.

Just purchased a C120, radar & sounder & wanted to upgrade the software to the newer version. Called and asked Raymarine for a loaner card to download. The customer service rep said they do not give out loaner cards. He told me what I already knew about downloading it from their website, etc. I do not have a card and reader. The sandisk card & reader are about $60. I asked the guy why I should have to shell out money out of my own pocket to fix THEIR innsufficient software problem on their brand new multi thousand dollar unit. I once got a loaner card from Lowrance on a crappy $400 unit. After a short pause, the rep. said- "well, if push comes to shove....."we'll do it. I know the squeakiest wheel gets the most oil, but why should a customer meet resistance like this?

Hope Raymarine comes through for me in the future if I ever really have a problem like they did for you.



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Old 04-12-2007, 08:16 PM
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Default Re: Let's talk about Raymarine Service

why didn't you just go to the dealer who installed your equipment? I lend out my cards all the time- in fact, if I know I am going to be in a marina where I have a few customers in need of upgrade, I'll make sure they all get it before I leave.
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Old 04-12-2007, 08:46 PM
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Default Re: Let's talk about Raymarine Service

prodigalson - 4/12/2007 7:16 PM

why didn't you just go to the dealer who installed your equipment?
He probably didn't have a dealer install it and did it himself. You get what you pay for.

I have had several opportunities to contact Ray tech support and the vast majority of the time I have had my problems solved right away. BTW, most of my problems have been bad equipment out of the box, not a Ray customer service issue but frustrating none the less. I love my E series and recommend it often. I have complete faith in Ray tech support as well, they have mailed me N/C more than once.

Now, if they can just cut that on hold time a little.
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Old 04-12-2007, 08:57 PM
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Default Re: Let's talk about Raymarine Service

marsea,

Like I said, I am suprised when I hear these stories, it just goes against what I have experienced. In fact the time they sent me the upgrade, one of the techs mailed - me his personal one as well, he did follow with an email asking for it back. I had already sent it back, he followed up a day later saying that he received it and thanked me.

Today for instance, it was 3:00 PM and I had not received the cable, pulled up the tracking on DHL's web site and there was nothing since it left the facility at 9:04 am in Fort Lauderdale. I called DHL and they advised there was a problem with the delivery, and then I saw the problem as well, they had sent it to my work address - as I asked - but they used my home zip code in error. DHL would not switch it. I will be at a seminar tomorrow so I did not want them to deliver it to my work address. DHL said only the shipper could change that. I called raymarine, pressed the selection for "OEM orders" went to a voicemailbox and left a detailed message. Not five minutes later I received a return call from Ray saying they fixed the problem with the shipper, not 5 minutes after that I got call from DHL confirming the new address I wanted it delivered to on 4/13/07. OK, they made a mistake witht rhe shipping but corrected it within 10 minutes of my notifying them. Again - impressive.

Question about yours. had it been recently purchased and installed? or purchased some time ago and just now installed? Had you completed the warranty registration? Not that it should matter, just curious. I think it helps when everything is registered and the CSR can pull up your "account".

I periodically have gotten surveys from them, I take the 5 minutes and respond. I received an email 2 months prior to the Fort Lauderdale offering me free tickets. I responded and they reserved them for me. They were waiting at will call. About 2 weeks prior to the show I receive an email inviting me to a cocktail reception on Wednseday night before the show to be held at Allied/Richard Bertram and Co. I could not make it and RSVPd no thank you.

None of the above should matter, service should be service, but I just have been impressed by the open line of communication I have with them and the service they have provided for me. If I were you, I would insist on it, and I am sorry to hear about your negative experiences. Perhaps mention THT (I never did) and point out their inconsistencies and feel you are being treated unfairly. Good luck!, post the outcome (I am just curious)

By thw way, of course Dad found the cable today, I will be returning the one they sent me. It is the least I could do.

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Old 04-12-2007, 08:59 PM
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Sorry for my long posts, I have recently been afflicted with diarreah of the mouth, or in this case, the hand
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Old 04-12-2007, 09:54 PM
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The package was dealer installed. When I asked him about it, He said he didn't have the newest version either & he was going to get it. So I figured I'll get it myself thats all. The dealer is about 65 miles away & a pain to get to. The dealer is going to take care of it anyway, I just felt bad for the tech to come all the way to me just to stick a card in.
Figured I would save him the hassle. This a brand new unit. Haven't sent in paperwork yet but I wasn't asked by ray either on the phone
Also didn't mean to Lowrance bash, just came out that way. Mine worked fine for years.
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Old 04-13-2007, 01:13 AM
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Default Re: Let's talk about Raymarine Service

Marsea, my new computer has a compact flash slot. If I can find my old reader, its yours. There will always be upgrades coming down the pike. If not, its a relatively cheap investment. I would also recommend downloading the free version of the Raytech software. You can then use the reader to donload waypoints and transport them from the boat to the house and visa versa. A whole easier to "fiddle" with them when not on a moving surface.
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Old 04-13-2007, 09:40 AM
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Default Re: Let's talk about Raymarine Service

I have had nothing but great luck with them as well. Let's face it, there are always going to be improvements and upgrades regardless of product quality. Fortunately for me I'm 15 mins from the plant (one of the reasons I go with them) and both times I've had issues with my C80 and DS500x I've dropped it on a weeknight and had it fixed on my doorstep the next day. Same with phone support for installs, they spent 20 minutes with me crammed in my helm trying to sort out a wiring issue to their C80 but it involved a voltage stabilizer that wasn't theirs. Truthfully, I think there will always be good and bad reports of customer support with any company, just have to go with what works for you, I like their stuff and when I walk in there they're all very accommodating and talk to you like regular people. Of course I never get offers for free tickets and drinks! What's up with that?!??!?!?
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Old 04-13-2007, 10:30 AM
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Default RE: Let's talk about Raymarine Service

As I said before

http://www.thehulltruth.com/forums/t...44638&posts=10

Its the BEST
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Old 04-13-2007, 11:42 AM
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Hey Mako
Thanks for the offer, but the dealer is taking care of it for me.
Its funny, I have a 1 year old Compaq and don't have a slot, just USB's.
I will get the hardware for future upgrades. I have no problem buying the stuff, I'm not a cheap ass or a ball breaker, It was just the principle of the whole thing that got me pissed.
Maybe there is a customer service gremlin randomly intercepting incoming calls while on hold.

BTW-nice boat! that thing must fly
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Old 04-13-2007, 07:35 PM
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She's quick, but not as fast as you might think. Its a lot of boat, 9'10" beam. Top speed is about 43 kts, but never had it up there long enough to play with the trim and get it right. I'm not a speed freak, I usuall run her around 25 kts, sometimes faster whn conditions are perfect. Funny thing I get about the same MPG from 3200 - 4800 RPM (between 1.4 - 1.7 depending on conditions), over that it starts to drop, over 5700 the fuel burn is down right ridiculous. But the days that you can comfortably run that fast are few and far between.

The NMEA cable came today as promised, but I will be mailing back on Monday, as Dad found the other one and now the autopilot is fully installed
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Old 04-13-2007, 10:21 PM
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I also have a number of RM products and I've been very satisfied with the customer service. So far it's only been through emails but effective and nothing major.

Regarding the flash cards, correct me if I'm wrong but don't they have a loaner program at West Marine or Boaters World? You pay a deposit but it's refundable. I bought the card and reader/writer because I wanted to backup my waypoints and save screen shots but I'm certain there's someone out there that will loan the card.
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Old 04-13-2007, 10:48 PM
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Default RE: Let's talk about Raymarine Service

marsea - 4/12/2007 6:59 PM

Hey mako
Glad to hear about your good experience with Raymarine.

My experience went a little differently.

Just purchased a C120, radar & sounder & wanted to upgrade the software to the newer version. Called and asked Raymarine for a loaner card to download. The customer service rep said they do not give out loaner cards. He told me what I already knew about downloading it from their website, etc. I do not have a card and reader. The sandisk card & reader are about $60. I asked the guy why I should have to shell out money out of my own pocket to fix THEIR innsufficient software problem on their brand new multi thousand dollar unit. I once got a loaner card from Lowrance on a crappy $400 unit. After a short pause, the rep. said- "well, if push comes to shove....."we'll do it. I know the squeakiest wheel gets the most oil, but why should a customer meet resistance like this?

Hope Raymarine comes through for me in the future if I ever really have a problem like they did for you.




west marine will loan you a card for free.they even came out to my boat and did it for me
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Old 04-13-2007, 11:13 PM
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I was lucky my older digital camera came with a ScanDisk CF card - and both my computers have the card slots. Plus I have the CF card that Raymarine sent me with the platinum upgrade. I have since formatted it and used that for the latest update and made that the card I take back and forth to back-up waypoints
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Old 04-14-2007, 09:18 AM
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Well,just yesterday I had emailed Raymarine about a problem installing a Autopilot.What a joke!The problem I am having it to set the outer limits on the rudder tube transducer.The system I am installing is a ST6002 with a S1 core package.The tech the email me back stated disreguard that part of the set up.WTF!As I had email him back,I stated thart if I would not set it up,it would overdrive and rip up something!Now,that was the answer Raymarine answer my question!Is that support?
Oh,it gets better.I been having the core package for a couple years,never in installed nor reg!I call raymarine to reg it.All they told me was good luck if it breaks.They will not service it becouse it is not a S1G course computer.Great!Now you call Raymarine Good service?I will never buy there produces in the future again!Atlease Furuno will service all old and new products.It might take a couple months for it to get done.
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Old 04-14-2007, 11:01 AM
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this is what I mean, I don't understand the inconsistencies, some people, like myself have had nothing but positive experience, then I read a post like Prockvoan's and I just scratch my head.
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Old 04-14-2007, 12:06 PM
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prockvoan - 4/14/2007 8:18 AM Well,just yesterday I had emailed Raymarine about a problem installing a Autopilot.What a joke!The problem I am having it to set the outer limits on the rudder tube transducer.The system I am installing is a ST6002 with a S1 core package.The tech the email me back stated disreguard that part of the set up.WTF!As I had email him back,I stated thart if I would not set it up,it would overdrive and rip up something!Now,that was the answer Raymarine answer my question!Is that support? Oh,it gets better.I been having the core package for a couple years,never in installed nor reg!I call raymarine to reg it.All they told me was good luck if it breaks.They will not service it becouse it is not a S1G course computer.Great!Now you call Raymarine Good service?I will never buy there produces in the future again!Atlease Furuno will service all old and new products.It might take a couple months for it to get done.
First, wait a coupleyears to install and register anything and see what happens. Come on... Doesn't matter if it's an autopilot, PC, refrigerator, car, whatever.

Second, I have a very hard time believing that all RM said was "Good luck if it breaks." I'm not saying you're lying, believe me, just that there must be more to the story... Nothing wrong with bashing either as long as it's the truth, the hull truth and nothing but the truth.
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Old 04-14-2007, 12:53 PM
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Jim Z - 4/14/2007 11:06 AM



prockvoan - 4/14/2007 8:18 AM Well,just yesterday I had emailed Raymarine about a problem installing a Autopilot.What a joke!The problem I am having it to set the outer limits on the rudder tube transducer.The system I am installing is a ST6002 with a S1 core package.The tech the email me back stated disreguard that part of the set up.WTF!As I had email him back,I stated thart if I would not set it up,it would overdrive and rip up something!Now,that was the answer Raymarine answer my question!Is that support? Oh,it gets better.I been having the core package for a couple years,never in installed nor reg!I call raymarine to reg it.All they told me was good luck if it breaks.They will not service it becouse it is not a S1G course computer.Great!Now you call Raymarine Good service?I will never buy there produces in the future again!Atlease Furuno will service all old and new products.It might take a couple months for it to get done.
First, wait a couple years to install and register anything and see what happens. Come on... Doesn't matter if it's an autopilot, PC, refrigerator, car, whatever.

Second, I have a very hard time believing that all RM said was "Good luck if it breaks." I'm not saying you're lying, believe me, just that there must be more to the story... Nothing wrong with bashing either as long as it's the truth, the hull truth and nothing but the truth.
PM me your email address and I will farward you the email that raymarine sent about installing the autopilot.As far as talking to raymarine about the course computer,they flat out told me they will not repair it.Go ahead and give them a call and ask!I was NOT asking them about anything with warranty work or anything like that.I asked if there was any up dates that needed to be done!Thats it!
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