Fusion Marine customer service??

ClarkGriswold

Well-Known Member
Jul 9, 2016
2,746
Boat Info
Sea Ray 370 Sundancer
Engines
Horizons
My first experience with Fusion Marine customer service has been maddening. Received a BB100 on Tues that has a defective power harness. The blue remote wire is not in the harness. Completely missing. Calls to customer service basically told me I was wrong and that they “triple check” everything before shipping. And our options were to buy one for $45 or suck an egg.

Was doing this install for my buddy and he is totes bummed as I have had nothing but good things to say about my Fusion install and the one I did in my dads boat. And to have their response be so...arrogant, was really disappointing. I hav e a feeling we will end up pulling the unit and returning it. Sad.

The $ isn't even the issue in this particular case. It's the principle of the matter. The thing is two days old from our perspective and has a mfg issue. Almost ANY customer service rep I have ever encountered would have had a new harness out so fast it would make your head spin. That's what is so puzzling here. I am not making my living from scamming $45 harnesses with limited function to the general population!!! Come on Fusion Marine Entertainment, be better.

IMG_9205.jpg
 
Take it back to the retailer and exchange it. Let them deal with the warranty exchange back to their distributor or fusion direct.
Online purchase, I believe. So, yes, it will be returned. Doesn't help with what I consider terrible customer service from the mfg.
 
I began losing sound in the 2 zones in my cockpit from my Fusion UD-750. Speaker by speaker, they just dropped off. A friend of mine who has much more patience with messes of wires than I do came to help me troubleshoot. The cabin speakers, running from a different amp still worked. I removed the JL amp that ran the cockpit speakers and sent it to JL for a fixed-price $240 factory reconditioning with a 90-day warranty. It wasn't cheap, but it made sense to do it in light of the amp having a retail price of $1,250.

In the meantime, we attached a spare amp I had laying around. No go?! Our troubleshooting included a bad assumption. While zones 1 & 2 worked, 3 & 4 had no output from the 750. The amp was fine all along.

I reached out to JL and pleaded for them to NOT SERVICE the amp. They agreed and shipped it back to me at their cost.

Then I reached out to Fusion. That didn't go as well. Nope: no service, no help. No acknowledgment that the module that runs zones 3 & 4 is prone to failure. (which apparently it is) The rep told me that my only recourse is to "replace a unit that's that old". (less than 4 years)

They were also no help when I was hoping for assistance with the 750's pathetic bluetooth range. That rep said, "bluetooth is line of sight". :mad:
 
You must have come across the same rep as us. Everything short of “go F yourself” and stop calling.

Maybe he was having a day. Fine. But a follow up call to a “manager” went exactly the same. What gives at Fusion??
 
Not really liking this thread here as I noticed last Sunday my sub wasn't working. I haven't checked anything yet and was hoping that something just came unplugged. Everything was installed new last season. If it turns out that it has something to do with Fusion I will let you know.
 
Not really liking this thread here as I noticed last Sunday my sub wasn't working. I haven't checked anything yet and was hoping that something just came unplugged. Everything was installed new last season. If it turns out that it has something to do with Fusion I will let you know.
fingers crossed...

On further thought, it's just the arrogant posture they are taking over something so trivial in the grand scheme. Sure, we can tear it all out of the boat and box it up and send it back. Get a new one and lose a week. OR they could have acted with good faith and simply sent a new harness and I would be here speaking glowingly about their customer service instead of kicking up a storm of poo.
 
Last edited:
I was just getting ready to order. I’m glad I ran across this thread. I will look into Clarion
 
I was just getting ready to order. I’m glad I ran across this thread. I will look into Clarion
Bums me out man...I love the form and function of their gear. But they seem ok with pissing on my leg and I am NOT ok with that.
 
I was just getting ready to order. I’m glad I ran across this thread. I will look into Clarion

Bums me out man...I love the form and function of their gear. But they seem ok with pissing on my leg and I am NOT ok with that.

That's the problem. They're on top in terms of features and no-one else even comes close. I'm mad at them, but not so mad that I want to give up the Fusion-Link app, NM2K compatibility and 4 zones.
 
I was just getting ready to order. I’m glad I ran across this thread. I will look into Clarion

If you have a credit card that doubles warranties, I'd still recommend Fusion. I hate saying that because I want to punish them, but they're the leader.
 
What a shame I’ve actually had a completed different experience with Fusion my radio died at 4 years and the warranty I was told is 3 yrs but they shipped me a brand new 750 for my old 700
One thing I see a pattern of 4 year life on their head units my buddy had a700 die but was 6 yrs old. That part is troubling
 
What a shame I’ve actually had a completed different experience with Fusion my radio died at 4 years and the warranty I was told is 3 yrs but they shipped me a brand new 750 for my old 700
One thing I see a pattern of 4 year life on their head units my buddy had a700 die but was 6 yrs old. That part is troubling
And you know, that was the history of support I heard about most. LIke they went above and beyond. So that begs the question as to what is going on here.
 
I had the same experience with the arrogant CSR. Thankfully it was a bad amp vs the brand new head unit. Never have I seen such CS like that in the industry...
 
Thinking about this a little more, I wonder if they just don't want to send out wiring harnesses as a theft deterrent? I don't see why they wouldn't have just stated that up front but I seem to remember some talk about this on a Marine Electronics facebook forum I belong to. Stupid on their part.
 
I wonder how closely the downturn in CS tracks Garmin's aquisition? I'm guessing Garmin would not appreciate such shenanigans.
 

Forum statistics

Threads
112,946
Messages
1,422,776
Members
60,929
Latest member
Henchman
Back
Top