Furuno Customer Service

[seacat]

Has anyone got experience of Furuno customer service? I asked a simple question and was referred back to the dealer I bought the item from, saying they don't sell direct only through the dealer. Fair comment, but I just wanted information. Not impressed. Have I made a mistake buying their kit?

 

[ShipsWoofy]

I walked off the Furuno stand at LIBS because of their attitude. They told me their kit could not be fitted diy. I would not have a warranty, doom, gloom, rape, pestilence and famine if I tried.

Then the guy continually bullsh1ted me about their product and showed a serious lack of understanding concerning beamwidth or range.

I just got annoyed with him teaching me in the end even after I mentioned I was a radar engineer. They are a company full of happy1's!

 

[twisterkai]

Don't know about their customer service, but the kit is superb. Utterly reliable etc. No hesitation in recommending it.

 

[Johnjo]

Yeh i will second that.......

 

[Koeketiene]

Agree completely - several Furuno bits on Yanita (GPS, NAVTEX, plotter & radar) utterly reliable and very easy to use.

 

[Steve Clayton]

Seems like you had a problem with just one guy and you are taking this as the norm for their agents. I had the same sort of problems with the dealer who sold us our new Jeanneau but this doesn't mean they are all crap.

And something else in common -radar engineer; I recall staggered PRF to negate blind flying speed, coho oscillators and H0 waveguide propogation theory; oh and the donkeys' tool for discharging residual EHT voltage /forums/images/graemlins/tongue.gif

 

[[10753]]

Like everything on my boat, I have an 'old' Furuno RADAR - very rarely use it but when I have its been superb.

Don't know whether its me but there seems to be a lot of companies whose after sales support is less than adequate. Guess it shows what makes the world go round.

Offer them cash for advice and see if theres an improvement !!

 

[ShipsWoofy]

I have never suggested the kit to be rubbish, the question was about customer service.

The biggest problem I had at the time, looking for an 18" radar set, the furuno technology was over 2 years old, this meant Raymarines LCD was much newer and higher pixels. Had the furuno performed I would have gritted my teeth and stuck with it.

Still think their navtex looks like Fisher Price's my first navtex though!

 

[Goldie]

I found the guy on the Furuno stand at SIBS to be excellent: no bull, plenty of time and a genuine desire to be helpful. Conversely, I know a boatbuilder who delivered one of his products to the States and Furuno (USA) were not interested in providing warranty assistance (international warranty) 'cos the kit had been supplied and fitted fitted in UK. I suspect like any company, a lot depends on the individual.

 

[MrG_2]

We bought a NavTex on recommendation - which has proved itself very reliable.
No Information on Cust Services though...

 

[Ships_Cat]

Have run into the intercountry warranty bit on new vessels I have managed - boat built in one country to be delivered to another.

My experience is that the Furuno office in the country the radar was installed/purchased from will hand the warranty over to the Furuno office in the country the boat gets to live in (or the nearest country to, if they are not represented in the boats home one). The owner of the vessel just has to ask the selling office to do it as that is the one responsible for the radar's warranty.

This is not an uncommon thing, engine warranties can be much the same - the selling country office has to arrange the warranty service with the boat's home country office.

You mention Furuno USA not accepting such a warranty, I have specific first hand experience of them accepting warranties on several vessels along the lines of the process I have just outlined.

As others have said is good gear and probably the favorite of fleet owners. I have also found them very helpful in the 3 or 4 countries I have been exposed to them in (but never dealt with the UK office).

John

 

[seacat]

Seems like the consenus is that the kit is superb, but human contact can be a bit iffy. I have now the information I requested from them, so I've calmed down! One good comment was that Furuno is what all the commercial bods and fishermen use, and it can be serviced worldwide - which are definite plus-points.