Raymarine: Is this typical service?

[seacraft06]

We purchased a brand new (not refurbished) Raymarine A65 a couple weeks ago. We installed it in the boat and it only worked for a couple days. When I went to use the boat on the 4th of July, the unit would power on but the screen was completely white. Nothing was showing up on the screen. So I go ahead and call raymarine after the weekend, and they tell me that it doesnt sound good, so that I need to send it in for repair, where it will take 2 weeks.

We package the unit back up and send it in the next day which was Tuesday. We sent it via UPS and we recieved a conformation that they recieved it on Friday. I know its the weekend so I plan to call on Monday and confirm they recieved it and see how long until I get it back.

So when Monday comes around I call ,and they tell me they recieved it on Friday and that I could expect to have it back in 3 weeks. I am already a little ticked of because this is a brand new unit, and I only had it a couple days. So today I decided to call to see whats up with it. The lady on the phone tells me that they will not even be able to touch it for 4 weeks!!

I tell them that this is a little ridiculous since this is a brand new unit that only worked for a couple days. The lady then transfers me to the warranty department where I am prompted to leave a message. I then left a message telling them my situation and that I really need to get a new one or a refurbished one until mine was done.

So I guess I am wondering if this is typical raymarine service. Do they always give you the run around and tell you it is going to take longer each time you ask? i am a little ticked off because it was BRAND NEW, and now I have a big hole in my console where it was flush mounted and I do not know when I will get it back. What do you all think?

[schoolsout]

We purchased a brand new (not refurbished) Raymarine A65 a couple weeks ago. We installed it in the boat and it only worked for a couple days. When I went to use the boat on the 4th of July, the unit would power on but the screen was completely white. Nothing was showing up on the screen. So I go ahead and call raymarine after the weekend, and they tell me that it doesnt sound good, so that I need to send it in for repair, where it will take 2 weeks.

We package the unit back up and send it in the next day which was Tuesday. We sent it via UPS and we recieved a conformation that they recieved it on Friday. I know its the weekend so I plan to call on Monday and confirm they recieved it and see how long until I get it back.

So when Monday comes around I call ,and they tell me they recieved it on Friday and that I could expect to have it back in 3 weeks. I am already a little ticked of because this is a brand new unit, and I only had it a couple days. So today I decided to call to see whats up with it. The lady on the phone tells me that they will not even be able to touch it for 4 weeks!!

I tell them that this is a little ridiculous since this is a brand new unit that only worked for a couple days. The lady then transfers me to the warranty department where I am prompted to leave a message. I then left a message telling them my situation and that I really need to get a new one or a refurbished one until mine was done.

So I guess I am wondering if this is typical raymarine service. Do they always give you the run around and tell you it is going to take longer each time you ask? i am a little ticked off because it was BRAND NEW, and now I have a big hole in my console where it was flush mounted and I do not know when I will get it back. What do you all think?

Sounds about right from a few stories I have heard.

[Mike F]

It didn't used to be that way. I'm sure they are on limited staff like the rest of the boating industry. Maybe that has something to do with it.

[Hulihan]

Bummer, but from all I have heard and read about Raymarine, I would not install one on my boat if it was given to me for free, they sure look nice at west marine, but all I ever hear is what you typed and woorse, good luck, I feel for you, we really want a bigger screen on our set upp, but we have Furuno

[jpbarnlight]

Raymarine received my E120 last wedn. Backlight went out on it. I'm praying it doesnt take to long...they told me 10-12 days...will keep you posted..

[seacraft06]

Hey guys, I spoke with raymarine several more times, and we have come to an agreement. They are sending me an A65 that they had up there to replace mine. Anyone that has a brand new out of the box unit that has a problem, do not send it to repair. Get in contact with warranty and complain about it enough to them and they will just give you a new one instead.

[kingair]

Hey guys, I spoke with raymarine several more times, and we have come to an agreement. They are sending me an A65 that they had up there to replace mine. Anyone that has a brand new out of the box unit that has a problem, do not send it to repair. Get in contact with warranty and complain about it enough to them and they will just give you a new one instead.

I called a few weeks ago about a Ray 125 no signal issue. I spent 20 minutes on hold and then promted to leave a message, which the recording said it would be retuned the same day. I never received any calls back.

I think they have cut way back on staff.

[seacraft06]

I called a few weeks ago about a Ray 125 no signal issue. I spent 20 minutes on hold and then promted to leave a message, which the recording said it would be retuned the same day. I never received any calls back.

I think they have cut way back on staff.

Hey King, luckily for me everytime I called I spoke with someone. I did have to wait about 15 minutes everytime, but I always got someone.

[gotumon]

They say that it will take 3 weeks but usually, it will get turned around faster. If they said 5 days, and it was longer than that, folks would complain. Say 3 weeks, and if it comes sooner, that is a good thing. They do try to expedite all repairs, in my experience, and at this time of year, the demand is really great.

[Reel Lucky]

Days old? Sorry no repairing that, I would have demanded a replacement from the retailer I purchased it from, let them deal with it. I have all Sitex/Koden electronics on my boat, there service is outstanding, turn around is days not weeks. I also have the luxury of driving to their facility in St. Petersburg and dropping items off. They are top notch in my book.