no longer reading SailNet
Join Date: Oct 2012
Thanked 140 Times in 133 Posts
Rep Power: 4
Great customer support from Raymarine
Earlier this summer I purchased a used Raymarine ST70 display instrument. It works great, except that it was losing it's settings every time it lost power. Firmware upgrades were also not sticky (the claimed to work, but then it would be running old firmware again).
I posted about this on Raymarine's customer support website and got back a response of "send it in and we'll fix it for you".
I boxed it up 2 weeks ago. I expected to maybe get an email with a bill or something, but it showed up last Friday returned from UPS. No note, invoice, just a fixed unit. I powered it up and it has the newest firmware and configuration saving works great.
Used product, no warranty, didn't charge me for the service or return shipping. This is A+ customer support and service.
I compare this to my Simrad experience with my buggy RS35 VHF+AIS radio. They have no forum for me to ask questions, routinely ignored questions in emails to them, told me that bugs that I saw couldn't possibly be issues, and were very unhelpful in recommending how I would upgrade the firmware on my radio.
I'm no longer participating on SailNet.