Raymarine Customer Service

catlotion

catlotion

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We had to return our 22 month old Raymarine ST40 instrument last week as the screen was cracked. I just wanted to praise their customer service in case anyone is indecisive about manufacturer choice. They arranged for courier collection, kept us updated of the repair status and then this week we received a brand-new instrument without charge. :)

Impressive customer service and definitely prompts brand loyalty... I know it's under warranty, but a cracked screen was borderline for a free repair I thought.

(no commercial interest or connection blah blah...)
 
catlotion said:
We had to return our 22 month old Raymarine ST40 instrument last week as the screen was cracked. I just wanted to praise their customer service in case anyone is indecisive about manufacturer choice. They arranged for courier collection, kept us updated of the repair status and then this week we received a brand-new instrument without charge. :)

Impressive customer service and definitely prompts brand loyalty... I know it's under warranty, but a cracked screen was borderline for a free repair I thought.

(no commercial interest or connection blah blah...)
Click to expand...

I'd agree = their customer service and technical support is very good, which is why I also buy from them.
 
OR4751 said:
I tend to buy Furuno.
Don't know what their customer service is like as none of their kit has ever broken down.
Which is why I but Furuno ;)
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There's more to customer service than fixing things that go wrong.

I previously had a Raymarine chartplotter which was interfaced via NMEA to a Furuno radar. The radar was supposed to show a "lollipop" indicating the position of the next waypoint, fed from the chart plotter by NMEA. This feature very rarely worked. Not a very important feature admittedly, but it annoyed me that it would come and go at random. I spent several weeks searching the internet to find a contact point with Furuno to help with this, being passed between factory or local dealers, neither who were really interested. Eventually I was given the telephone number of a local Furuno technician who said that he would charge €80 to come and look. I declined, and wrote again to the factory requesting some technical advice. Furuno's eventual response - after about two months of pestering - was that it was a problem with my Raymarine chartplotter's NMEA output.

I therefore contacted Raymarine and explained what Furuno had told me. Their response was to immediately send me free of charge an E85001 interface box, which completely fixed the problem.
 
I rang Raymarine asking for help altering the settings on my 7 year old autopilot which they were perfectly happy to do on several occasions. Excellent company and I would choose them for new kit for that reason.
 
Raymarine after sales service sucks

My Raymarine ST6000+ autopilot control was sent in by my local chandlery with a clear description of the fault. The fault is that it forgets all its settings when turned off.

It came back today with a note that saying they had left it running continuously for three days and not found anything wrong.
Then the suggestion that if it is an intermittent fault, that I should buyt a new one.

Bill for this in depth trouble shooting - 150 Euros.

Incompetents........
 
OR4751 said:
I tend to buy Furuno.
Don't know what their customer service is like as none of their kit has ever broken down.
Which is why I buy Furuno ;)
Click to expand...

I did 3000 miles in a brand new boat with £80k's worth of furuno kit.
It had everything duplicated.

I hand steered for over 1000 miles, that was just one of the many faults.

Hope your luck keeps up.

BTW when you try to get it mended - you need more luck.
 
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NB Willawaw said:
It all breaks down at some point.

Customer service opinions are like TripAdvisor reviews. It all depends on where you are coming from and your expectation.
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My expectation was that they would read the fault description, reproduce the fault and then fix it.

Am I being unreasonable??
 
michaelchapman said:
My Raymarine ST6000+ autopilot control was sent in by my local chandlery with a clear description of the fault. The fault is that it forgets all its settings when turned off.

It came back today with a note that saying they had left it running continuously for three days and not found anything wrong.
Then the suggestion that if it is an intermittent fault, that I should buyt a new one.

Bill for this in depth trouble shooting - 150 Euros.

Incompetents........
Click to expand...


Give them a call - their customer service dept will do something about this I'm sure.
 
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