Hats off to Raymarine service

[don habegger]

After reading about how dissatisfied many have been about Raymarine service I was very reluctant to send my out of warranty autopilot spx5 to the service center. I anticipated a large bill and a long wait. To my surprise, my unit arrived to the service center on a Friday and was returned on the following Wednesday. The computer board was replaced with a new one...no charge.

I was impressed and relieved by their kindness and fast turn around time. I think the new ownership is doing the right thing by taking care of their customers and I want to return the favor by telling all of you about my good experience with Raymarine service.

[TOM]

Originally Posted by don habegger

After reading about how dissatisfied many have been about Raymarine service I was very reluctant to send my out of warranty autopilot spx5 to the service center. I anticipated a large bill and a long wait. To my surprise, my unit arrived to the service center on a Friday and was returned on the following Wednesday. The computer board was replaced with a new one...no charge.

I was impressed and relieved by their kindness and fast turn around time. I think the new ownership is doing the right thing by taking care of their customers and I want to return the favor by telling all of you about my good experience with Raymarine service.

Good stuff . i have had the same positive exsperience with Xantrax which i will post latter. I think it is importent that we talk about the good stuff as well as the bad.

www.byamee.com

[BambooSailor]

Did you send it directly to service center or through a dealer? When LCD on my autopilot control head started acting (everything else worked fine), local dealer asked $350 flat rate for fixing it. I ended up buying new head for around $390 and I am not happy with the deal at all because I know I got ripped off...

[don habegger]

I sent the computer board direct to the Raymarine service center. I did not even call ahead. I did explain what was not working. Since I used to be an electronic tech, I was able to test it well enough to figure out that one of the output transistors was blown. Raymarine agreed and sent a new board.

I noticed that Raymarine has recently extended their warranty to three years and my pilot was just about three years old so that may have something to do with their decision to not charge me. Maybe they did not want to announce an extension of warranty to keep peace with their dealers.

[jeremiason]

I used the Raymarine Tech Help on their web site last month and received a response to my question in about 45 minutes... In years pasted this would have taken several days.

I think with its aquisition by FLIR, Raymarine is headed in a new direction, which includes good customer service!