Furuno Customer Service

[peterbo3]

I tend to buy my boat electronics from the US as prices are way cheaper than in Australia. Purchased a Furuno 585 in 2007 for a new boat I was having built. Installed it & was very happy with the performance but noticed some minor fogging after a few trips. It would clear up after a few hours so I decided I could live with it. This is a known problem with some earlier 585 units.

The last three trips out the fogging became worse so I decided to contact Furuno USA who were responsible for warranty. As I am coming to the US in September I asked if I could bring the unit with me & have the repair done whilst I was in the US. The warranty expires in August.

Got a prompt reply offering me three options:

1. Bring the unit in when you come to the US & have it repaired under warranty. The warranty cover would still be good as I had notified Furuno of the problem during the warranty period.

2. I could post the unit to Furuno now or at any future date & they would repair it under warranty.

3. Furuno USA would authorize the local agents (who import Furuno but are not a Furuno entity) to do the job.

Naturally I selected option 3.

Next day I get an email from Furuno USA advising that they have to send the necessary parts (bezel kit) to Australia & this may cause a delay.

Yesterday morning I get a call from the local Furuno people advising me that parts have arrived & to bring my 585 head over. Upon arrival, there are no spare parts. However, there is a brand new 585 in a box fresh from the US ready for me to collect. Straight swap. No repairs, no delay. No FedEx charges either way. Sign & go. Two minutes total.

That is what I call OUTSTANDING customer service, given that I am not exactly around the corner. And how long did this all take? About ten days from my initial email.

Guess who will be supplying my next electronics package??? :605_thumbs_up:

[jets]

Great! Thanks for posting.

[snakebite13]

been thinking of upgrading my fishfinder with a furuno

thanks for your report on their customer service

[milesaweigh]

I tend to buy my boat electronics from the US as prices are way cheaper than in Australia. Purchased a Furuno 585 in 2007 for a new boat I was having built. Installed it & was very happy with the performance but noticed some minor fogging after a few trips. It would clear up after a few hours so I decided I could live with it. This is a known problem with some earlier 585 units.

The last three trips out the fogging became worse so I decided to contact Furuno USA who were responsible for warranty. As I am coming to the US in September I asked if I could bring the unit with me & have the repair done whilst I was in the US. The warranty expires in August.

Got a prompt reply offering me three options:

1. Bring the unit in when you come to the US & have it repaired under warranty. The warranty cover would still be good as I had notified Furuno of the problem during the warranty period.

2. I could post the unit to Furuno now or at any future date & they would repair it under warranty.

3. Furuno USA would authorize the local agents (who import Furuno but are not a Furuno entity) to do the job.

Naturally I selected option 3.

Next day I get an email from Furuno USA advising that they have to send the necessary parts (bezel kit) to Australia & this may cause a delay.

Yesterday morning I get a call from the local Furuno people advising me that parts have arrived & to bring my 585 head over. Upon arrival, there are no spare parts. However, there is a brand new 585 in a box fresh from the US ready for me to collect. Straight swap. No repairs, no delay. No FedEx charges either way. Sign & go. Two minutes total.

That is what I call OUTSTANDING customer service, given that I am not exactly around the corner. And how long did this all take? About ten days from my initial email.

Guess who will be supplying my next electronics package??? :605_thumbs_up:

Raymarine?

[jsmith89]

I will confirm the last time I had trouble with my furuno radar set-up the tech support was just as helpful. Got to love when a company truly stands behind their product and not only lives up to their warranty goes above and beyond to fix a defect.

[redneck joe]

good news there peterbo! Faster than most of us could get in country.

and man yer an ugly feller...

[roadkill]

Okuma did the same for me on a reel. When I received the "repaired reel" it had no scratches or nicks; brand new reel. It's probably cheaper to do it that way and the PR is priceless.

[Boz]

Now, THAT'S Customer Service!!

[HOTSPOT]

It is always refreshing to hear good customer service stories.

[fishie1]

I tried adding a video card (from Jim at BOE) to my radar display and no matter what I tried I could not get it to work. Furuno customer service was terrific in walking me through the installation process, calling me long distance at a time I would be on my boat and trouble shooting the card. Now we watch DVDs and TV on my NavNet 1 display. I have also used their knowledge base and have posted questions there that received prompt, accurate responses.

Next system is definitely Furuno, from Jim.