icom - poor service

[PaulRainbow]

I always thought that Icom had good customer service, but i discovered that was incorrect when i had to contact them this week. Refitting some electronics as part of a rewire led to the discovery that the NMEA lead to the M603 had an issue, no connectivity to one of the pins. No problemo methinks, i'll call Icom for a new cable :encouragement:

Hello, i need a NMEA cable for an M603 please. By the way, it would be really handy if you put the cable colours in your manual, would save metering the pinouts.

Can't do that, the Japs might change the colours (I kid you not)

OK, can i order a new cable then, please ?

We don't sell cables.

Huh ? How do i get NMEA data to the VHF without a cable ?

Buy a plug from Maplins and make one.

This is a £400 DSC VHF and you don't keep the cables ?

We sell radios, not cables.

But surely you must supply parts for the products you sell, a DSC set is a bit pointless without the GPS input.

We have thousands of radios parts, but no cables.

That's pretty poor service. I thought better of your company.

I'm going home.

Click, phone down. !! Won't be buying or recommending Icom anytime soon.

 

[pvb]

You'll have to hurry if you want to get a plug from Maplin!

 

[GregOddity]

I always thought that Icom had good customer service, but i discovered that was incorrect when i had to contact them this week. Refitting some electronics as part of a rewire led to the discovery that the NMEA lead to the M603 had an issue, no connectivity to one of the pins. No problemo methinks, i'll call Icom for a new cable :encouragement:

Hello, i need a NMEA cable for an M603 please. By the way, it would be really handy if you put the cable colours in your manual, would save metering the pinouts.

Can't do that, the Japs might change the colours (I kid you not)

OK, can i order a new cable then, please ?

We don't sell cables.

Huh ? How do i get NMEA data to the VHF without a cable ?

Buy a plug from Maplins and make one.

This is a £400 DSC VHF and you don't keep the cables ?

We sell radios, not cables.

But surely you must supply parts for the products you sell, a DSC set is a bit pointless without the GPS input.

We have thousands of radios parts, but no cables.

That's pretty poor service. I thought better of your company.

I'm going home.

Click, phone down. !! Won't be buying or recommending Icom anytime soon.

Seriously? that is what you got from Icom? wow... I bet that left you scratching your head.

You'll have to hurry if you want to get a plug from Maplin!

I'd say you better run.

 

[KenMcCulloch]

I’m about to install a new Standard Horizon VHF. Good choice I think.

 

[Plum]

I have not had any experience of Icom customer service (I think their radios are great) but I have recently had outstanding customer service from Standard Horizon.

Www.solocoastalsailing.co.uk

 

[solent clown]

Paul, it is Friday afternoon at the end of half term. The guy is probably on the other line getting chewed out by his wife for not spending time helping with the kids, and on a promise (or doomed if he does not) to get home early and spend a weekend with his brood before start of new term, or else.
You are just a pain in his proverbial. You are a very bad man expecting this poor guy to go the extra mile. Go to the corner of the boatyard, and have a long talk with yourself.
We had a similar saga today, different company, with a delivery of some boring raw material that magically became unobtanium despite being ordered several days ago.
It's called Poets day for a reason

 

[PaulRainbow]

Paul, it is Friday afternoon at the end of half term. The guy is probably on the other line getting chewed out by his wife for not spending time helping with the kids, and on a promise (or doomed if he does not) to get home early and spend a weekend with his brood before start of new term, or else.
You are just a pain in his proverbial. You are a very bad man expecting this poor guy to go the extra mile. Go to the corner of the boatyard, and have a long talk with yourself.
We had a similar saga today, different company, with a delivery of some boring raw material that magically became unobtanium despite being ordered several days ago.
It's called Poets day for a reason

Ah, but this happened Tuesday

 

[PaulRainbow]

I’m about to install a new Standard Horizon VHF. Good choice I think.

I have not had any experience of Icom customer service (I think their radios are great) but I have recently had outstanding customer service from Standard Horizon.

Www.solocoastalsailing.co.uk

Yes, big :encouragement: for Standard Horizon, always had 1st class service from them.

 

[paulieraw]

I had the same problem went to icon to ask about getting the vhf reset, couldn’t be bothered to tell me where I could go. Take it to a good chandeliers like fox and they will sort you out. Let com tell them they can’t have a cable.

 

[PaulRainbow]

I decided to give them another call and complain about their service, but anyone who could help was at lunch, call back after 2PM please, ask to speak to xxx

Bit later, can i speak to xxx please, he's not here just now, call back in 30 minutes. I asked to speak to someone else. Not exactly happy with my asking to speak to someone else, he did at least grudgingly put me through.

Put through to someone tells me that "the guys down there are usually helpful". He goes away for a minute or two and comes back to report that they have the plugs in stock and they can make a cable up. I told him that the real reason i called was to complain and said that the "tech support" person should have done this in the first place. This guy was at least helpful, but i'm still disappointed with Icom.

 

[MikeCC]

Mmm, unusual. Bad hair day by sounds of the things. At least you got a fix.

 

[wilkinsonsails]

Icom good service.��On Tuesday we dropped an elderly command mic with duff cable in and hand held radio with a battery prob ,Friday all fixed and ready to collect .So must have been a bad day for you .Very pleased with the prompt service .

 

[Piers]

I must say that all the dealings I've ever had with Icom have been really good and quick. What you report sounds odd and not in keeping with my experience. Such a shame you spoke with someone who didn't reflect the company of which I've had experience.

 

[emnick]

I bought a SSB on eBay (new) but thought I would have them test it. I had first class services, they could not have been more helpful.
Tested it while I waited, made me a connection cable, even sent me some pins to make another!!
No connection with them just a happy customer.

 

[KellysEye]

It's your job the buy cables, they sell radios. Nothing wrong with that it has always been like that, we bought the cables for an Icom VHF and SSB.

 

[Piers]

It's just such a shame that the person you spoke to was so obstructive and non-customer service orientated. If I was the MD of Icom, I'd welcome a call from you to let me know what happened. Companies live and die by their customer service.

 

[RichardS]

It's your job the buy cables, they sell radios. Nothing wrong with that it has always been like that, we bought the cables for an Icom VHF and SSB.

Did you actually read the OP? It's about customer service.

Richard

 

[PaulRainbow]

It's your job the buy cables, they sell radios. Nothing wrong with that it has always been like that, we bought the cables for an Icom VHF and SSB.

It wasn't you that answered the phone was it ? Sounded like you.

 

[PaulRainbow]

I'm glad that most of you have had good service from Icom. If i was in management there i would looking into this and kicking someone up the bum.

 

[Piers]

If you make a call to the MD to let him know how the person handled your call, please let us know how he responds.