Not to lead the discussion back to the poll
or anything.... LOL
BUT -As a owner of the Zeus 12" and B&G instruments...
Here is my responce to the unscientific pole...
As part of a total re-fit last year for my circumnavigation
- I purchased the B&G 12" Zeus, Triton autopilot
instruments, and 4G radar
one year ago from West Marine
. I installed everything on my 52ft sailboat.
I am going to write a book on procrastination and B&G is the absolute winner! B&G "warranty" or "support" is basically WORTHLESS unless you live next to your dealership or purchase
from West Marine! You might get a lesson from "Bill" who works in the "support" department as I am still getting.
The B&G Zeus, and associated equipment
is fantastic - IF AND WHEN THEY WORK - everything functioned perfect thru the Bahamas
, the Atlantic, and along the south coast of Puerto Rico
As I said - Everything worked wonderful during the trip south, then the troubles began...
Immediately after I began sailing south from the Virgin Islands
enroute to Grenada
- the autopilot, radar
, and wind
instruments stopped functioning. The first thing to quit was the wind instruments, which shut down the autopilot computer too. I unplugged the mast
head cable and regained the autopilot function on compass
steer only after a total re-install on the software
- a major pain at sea!
Upon reaching Grenada
I contacted both West Marine
, and B&G - I paid for and installed the replacement mast
cable which fixed the masthead indicator thereby fixing the wind instruments and wind steering.
Note, B&G had effectively said that I would need to remove the entire cable or they wouldn't warranty it - As the cable is tied inside the mast, I wasn't going to unstep it for the $100 cable - West Marine helped and said they would refund my money
once they received the ends back, which they did.
The radar still doesn't work. I was informed there are only TWO dealers in the entire Caribbean
and if I wanted the unit looked at and repaired I would need to sail to either Martinique
I sailed 200 miles out of my way to Martinique
- where we did the same test I had already performed to ensure cable continuity. At this time the tech who was "authorized to open the radome" found that the radar had no open drain for condensation
and it was filled with water. He declared it unfixable. I was then informed by the Martinique dealer that first - I must transfer my warranty claim from "B&G USA" to "B&G France"" and - once that process was done, I would then need to pre-pay customs
- along with the cost of the replacement radar
, and wait 3 weeks for the replacement radome. At this time the old unit would be shipped back for the factory inspection
and hopefully a refund process would be started!
I contacted West Marine. They immediately answered and said they would send a new unit as soon as I provided an address - in the United States...
I had been asking for a supervisor at B&G support for over a month, as I was getting nowhere with the B&G "support rep" initially contacted.
I was finally able to get thru to a supervisor the day I left Martinique and informed him of both B&G's "warranty solution" and West Marines.
As I had also taken the unit farther apart and inspected it, and found it was missing the o-ring that sealed the electronics
from water intrusion, I sent the pictures of the obvious missing o-ring, and the standing water on the PC board.
I asked the supervisor if B&G was really leaving me to depend on West Marine to solve their known factory defect?
Am I to have to use West as my sole provider for the B&G warranty?
Should the next thing break in Panama
, do I need to sail back to Martinique for warranty?
Upon arriving in Bonaire
70 hrs later - I had received an answer from the B&G supervisor..
"Send us an address when you get somewhere and we will ship a new radar. As the old one is obviously not repairable, there is no need to waste money shipping
Awesome!!! - I had finally reached someone who believed in customer support! I informed West Marine that B&G had FINALLY come up with the proper solution...
I sent the address to B&G - I waited another week...
I emailed B&G and asked for a tracking number - I was at that time informed the supervisor had gone on vacation
for two weeks..... I sent copies of the supervisors e-mail, and yet the continual delays from "Bill" resumed.... the same slow person in B&G "support" started right back with
"Have you sent us your radar for repair"... No - see supervisors responce..
"Do you have an incident number?"... No - see supervisors responce..
"I searched your emails and can't find anything"... I sent another copy...
"What is the serial
Seriously????? I give up!!!!!!
The supervisor has been off vacation
for a couple of weeks now and I have yet to hear from B&G...
It has been four months - No functioning radar - and I honestly see no resolution from B&G....
I have informed them that given no actual support or warranty - I want their junk off my boat before the next thing breaks.
I'm replacing them and going back to my old instruments, autopilot, and laptop navigation
If your really interested in B&G - I have a Zeus 12" MFD, and full set of slighly used B&G instruments! As a added plus I will include a genuine B&G mast mounted emergency
Make an offer!