Notices
Marine Electronics Forum

Icom Customer Service ???

Old 07-22-2005, 01:09 PM
  #1  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Icom Customer Service ???

I'm one of the lucky people who purchased the M402S, anyone else have problems with Icom standing behind there product? I have been going around and around with them.
Tom
Old 07-22-2005, 01:16 PM
  #2  
Senior MemberCaptains Club Member
 
Join Date: Aug 2004
Location: Louisiana
Posts: 1,513
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

2ndcurse---What is wrong with the radio? Maybe we can help here before you have to send it back.
Old 07-22-2005, 01:20 PM
  #3  
Senior MemberCaptains Club Member
 
Join Date: Feb 2002
Location: North Charleston, SC USA
Posts: 22,073
Likes: 0
Received 28 Likes on 28 Posts
Default Re: Icom Customer Service ???

I have been going around and around with them.
??????????????? ;?
Old 07-22-2005, 01:47 PM
  #4  
Senior MemberCaptains Club Member
 
Join Date: Aug 2004
Location: Louisiana
Posts: 1,513
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Remember, Icom vhf units have a 3 year waterproof warranty. If all else fails bring it to a warranty dealer or send it back. They are usually pretty quick. Good luck and keep us posted.
Old 07-22-2005, 02:21 PM
  #5  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

I bought it last season and don't have the receipt. They will fix it but will charge me for it. According to Icom the serial # isn't enough to verify the warranty. The emails going back and forth have been a poor immitation of "whos on first". I understand them wanting to verify the warranty but I can't believe how unwilling they are to stand behind their product. Obviously their customer service dept. has alot to learn. Tom
Old 07-22-2005, 02:25 PM
  #6  
Senior MemberCaptains Club Member
 
Join Date: Feb 2005
Location: Houston
Posts: 1,167
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Contact the seller and tell them you would like a copy of your reciept and send it in with a copy!!...

John
Old 07-22-2005, 02:43 PM
  #7  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Tried that route when I couldn't find the original. I need the info on the receipt to get a copy of the receipt. Tom
Old 07-22-2005, 04:43 PM
  #8  
Senior MemberCaptains Club Member
 
Join Date: Feb 2002
Location: North Charleston, SC USA
Posts: 22,073
Likes: 0
Received 28 Likes on 28 Posts
Default Re: Icom Customer Service ???

2ndCurse - 7/22/2005 3:21 PM

I bought it last season and don't have the receipt. They will fix it but will charge me for it. According to Icom the serial # isn't enough to verify the warranty.
That's not an uncommom policy for warranty work. You would need the receipt to get a TV or refrigerator repaired under warranty.

I can't believe how unwilling they are to stand behind their product.
They didn't say they wouldn't stand behind their product, only that you must provide a copy of the receipt (proof of purchase). I'm certain that the conditions of the warranty were included with the radio.
Old 07-22-2005, 07:55 PM
  #9  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

I deal with warranty issues every day at work. They can range from a year to lifetime on the products I sell(plumbing and heating) none of these companies require receipts, for return or exchange. The big ticket items have date codes, serial numbers or a combination of both.
I fully understand their side of the issue, however I feel that Icom is using this to avoid backing their product. Some companies are aware of the fact that a problem is actually an opportunity to shine. If they had stepped up and repaired it without any hassles I would probably never buy any other brand of radio. As it stands now, I doubt I will ever purchase another Icom. There is no doubt in my mind that if I had a problem with my trim tabs that I would have replacement parts here with no questions asked(other than troubleshooting). Obviously Bennett is an extreme example of great customer service, but I will have them on every boat I own because of it.
I didn't start this thread to debate their policies, I wanted to know if others had trouble dealing with them and if anyone had, how they had resolved their issues.
Tom
Old 07-22-2005, 09:00 PM
  #10  
Senior MemberCaptains Club Member
 
Join Date: Mar 2002
Location: LINDENHURST, NY
Posts: 1,804
Likes: 0
Received 9 Likes on 9 Posts
Default Re: Icom Customer Service ???

While I understand your frustration, you need to understand that a marine VHF radio is not plumbing or a water heater, etc.

Marine electronics are a "hot" selling item in more ways than one. Not only are there tons of misappropriated marine gadgets available, there are also tons availble for bid , new or old, on Ebay. Additionally, there are tons of used electronics being sold all over. Companies such as ICOM offer the warranty to the original purchaser. If you need it repaired and it is still under warranty, you need the receipt to validate date of purchase and prove ownership.

You go to the laundry, and it's 'No Tickee, No shirtie, there also!

ICOM is not the only company doing this. I have had to do same with GARMIN, FURUNO and GUEST. I know of individuals having done the same with SH, RAYMARINE and SITEX.

BUYER BEWARE and BE WARNED! Keep the original receipt safe and intact. Also, in some cases the packaging materials!
Old 07-22-2005, 09:05 PM
  #11  
Senior MemberCaptains Club MemberPLEDGER
 
Join Date: Jun 2003
Location: cape fear
Posts: 5,499
Received 6 Likes on 6 Posts
Default Re: Icom Customer Service ???

2ndCurse - I had about the same situation as you. Dealer installed and less than a year old. Had problems with transmit, rec., squelch, etc. Basically was useless. Without a receipt, ICOM wouldn't stand behind it. Was also a 402S, and they even admitted that some had problems, but no luck with getting mine repaired or replaced.
Old 07-22-2005, 09:12 PM
  #12  
Senior MemberCaptains Club Member
 
Join Date: Mar 2002
Location: LINDENHURST, NY
Posts: 1,804
Likes: 0
Received 9 Likes on 9 Posts
Default RE: Icom Customer Service ???

Icom America Warranty Registration - Page OneOnly products purchased from authorized Icom America dealers within the United States may be registered. Only the original owner may register the product.
Old 07-23-2005, 07:27 AM
  #13  
Senior MemberCaptains Club Member
 
Join Date: Feb 2002
Location: North Charleston, SC USA
Posts: 22,073
Likes: 0
Received 28 Likes on 28 Posts
Default RE: Icom Customer Service ???

Big E - 7/22/2005 10:12 PM

Icom America Warranty Registration - Page OneOnly products purchased from authorized Icom America dealers within the United States may be registered. Only the original owner may register the product.


And if you don't like the terms of the warranty, return the item for a refund before you install or use it. Goes for any product, not just an Icom radio.

BTW: There have been posts complaining about Standard Horizon's customer and warranty service in the past. These are the two major manufacturers.

Most of us have bought only one radio and if we have a problem with it, we want to blame the manufacturer. Remember, these radios depend on the boat's electrical system for power and another manufacturer's antenna for reception and transmission. Faulty installation can be a problem also. Then they are continually exposed to extreme vibration, moisture, and often rain and/or salt water. We're getting a pretty good product for $150.00 or so.
Old 07-23-2005, 04:41 PM
  #14  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Here's the bottom line, Icom knows the radio is under warranty. I know the radio is under warranty. Icom won't fix it without a receipt. That is their policy, I understand that. They have the opportunity to gain a loyal customer or never sell me another radio. I can't believe that they cannot, or will not grasp that. This goes beyond policy or what's written in fine print to cover their behinds. The advertising screams 3 YEAR WARRANTY. It's all over the original packaging, which I do have. It would cost them next to nothing to fix my radio. Not fixing it cost them the sale of a radio on every other boat I purchase. As far as most of us only buying one radio, without even trying I can remember buying 4 over the course of 10 yrs and 3 boats. I have dealt with Garmin customer service and they were great,and Bennett.....nuf sed.
The maddening thing is that I save ALL of my receipts, I have a filing cabinet full of receipts. I have a file for every boat I've owned, every motorcycle, gas co.. Ins. co., etc. It's even alphabetical. Can you imagine how frustrating it for someone as anal as that not to be able to find something?
Old 07-23-2005, 07:20 PM
  #15  
Senior MemberCaptains Club MemberPLEDGER
 
Join Date: Oct 2004
Location: North Myrtle Beach SC
Posts: 8,045
Likes: 0
Received 2 Likes on 2 Posts
Default Re: Icom Customer Service ???

I purchased an ICOM 402S and looked on the receipt. I do not see a Serial number; is the seller supposed to write that number on the receipt? If the seller drop ships from another wholesaler, the receipt from the retailer does not have the serial number on it.
Old 07-23-2005, 08:20 PM
  #16  
Senior MemberCaptains Club Member
 
Join Date: Feb 2002
Location: North Charleston, SC USA
Posts: 22,073
Likes: 0
Received 28 Likes on 28 Posts
Default Re: Icom Customer Service ???

2ndCurse - 7/23/2005 5:41 PM

Here's the bottom line, Icom knows the radio is under warranty. I know the radio is under warranty. Icom won't fix it without a receipt. That is their policy, I understand that. ..................
So just buy another radio and be done with it. Is it worth ranting and raving about? Do you want to hear my issues with Exxon whose dealer destroyed a tire, Adelphia Cable who mishandled my payment check and turned my account over to a collection agency, or whatever medical center I went to a month ago and they can't find my charge card authorization that I mailed to them? Just to name a few.

Every business has a few dissatisfied costomers, you can't satisfy everyone.
Old 07-23-2005, 08:26 PM
  #17  
Senior MemberCaptains Club Member
 
Join Date: Feb 2002
Location: North Charleston, SC USA
Posts: 22,073
Likes: 0
Received 28 Likes on 28 Posts
Default Re: Icom Customer Service ???

kingair - 7/23/2005 8:20 PM

I purchased an ICOM 402S and looked on the receipt. I do not see a Serial number; is the seller supposed to write that number on the receipt? If the seller drop ships from another wholesaler, the receipt from the retailer does not have the serial number on it.
I suspect there is a warranty card to send in. As posted above, the company wants to know that you purchased the radio from an authorized dealer. This is not unusual. Many, many years ago, my father was overseas and brought back a Nikon camera he purchased in Japan. He gave it to me as a gift. When I had a problem with it which should have been covered under warranty, the claim was denied because it hadn't been purchased though an authorized US dealer. Now if I sent it back to Japan, the camera would have been repaired under warranty.
Old 07-24-2005, 04:34 AM
  #18  
Member
 
Join Date: Dec 2002
Location: Fort Meyers
Posts: 50
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

SHHEESH! Second Curse- You had to be the little kid in the group that either was "gonna hold their breath until they tuned blue" or " was not gonna be your frind unless you give me candy"!

Let it go! Buy another VHF, already!
Old 07-24-2005, 07:11 AM
  #19  
Senior Member
 
Join Date: Jan 2003
Location: Va
Posts: 591
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Screw e-mails..Call and speak to a person. Keep bucking it up the ladder and never take no for an answer from someone who isn't authorized to say yes in the first place. You bought it in good faith and it's under warranty, it's their responsibility to fix it...Period.
You'd never get that crap from Standard Horizon, you'd have it back by now.
I push these issues all the way to the Co president if need be and always get it settled. They get a lot of people who try to screw them and I understand that issue, what frosts me is we get lumped in with that crowd and I resent it and I tell them that. When you keep going up the corp ladder, they get the message that you are a legit customer with a legit problem,usually the scammers won't push it.
Be professional but firm, you will not accept no for an answer. Everyone works for someone,get their names and take notes as to attitude and leave yours at home.
Dick
Old 07-24-2005, 09:44 AM
  #20  
Senior MemberCaptains Club Member PLEDGER
Thread Starter
 
Join Date: Sep 2002
Location: CAPE COD MA.
Posts: 529
Likes: 0
Received 0 Likes on 0 Posts
Default Re: Icom Customer Service ???

Thanks capndick,
That's what I'm going to do. I hope you guys busting my stones have your new radios crap out on you (at the dock, not offshore when you need them, this stuff doesn't bother me that much). Then talk to me about turning blue.
As I said before, I posted this to see if others had issues w/ Icom and how they were resolved. Not to bash Icom, not to have guys who have nothing else to do and no useful information chime in(go fishing, it's a short season). Thank you to the guys who contributed something useful to this discussion, I don't have to agree with it but another perspective is useful. Tom

Thread Tools
Search this Thread

Contact Us - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service - Do Not Sell My Personal Information -

Copyright © 2021 MH Sub I, LLC dba Internet Brands. All rights reserved. Use of this site indicates your consent to the Terms of Use.