Originally Posted by aaronwindward
2) Last week, I sent a forum post to their forums with essentially the same information. This afternoon, I observe that the forum post appears to have been deleted. There is no response that I can discern.
This is just what they do. If a forum post potentially makes them look bad they apparently just delete the posts. (I have written proof of this from Raymarine if anyone feels the need to question this statement.
There was an issue with the conversion from the ST6000 head to the P70 head on the Wheel Pilots and they began shipping a 3' cable for use between the control head and course computer instead of the 10m cable they used to ship..
I spoke with my inside contacts about it at length and was assured this was a mistake and it would get fixed ASAP. They sent me an appropriate length cable at no charge. Three months later I install another one, a direct order, and the same issue. I emailed management and zero response, I emailed again and zero response. My contacts said they "ran it up the chain"...
I finally documented all of this, very politely, and posted it on the forum and it was deleted within 24 hours. It did elicit a response however and that response was basically "we don't care" about this issue.
I've still yet to find a single sailboat where a wheel pilot control head could be mounted 3' from the course computer but Raymarine could care less and apparently SQUASHES any real solid issues brought to light on their forum..
They had gotten pretty darn good at customer service but in the last year things seem to have changed.