Fusion Marine customer service??

Discussion in 'Reviews' started by Cdillerud, Aug 14, 2019.

  1. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    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
     
    Cocktail Time likes this.
  2. Cocktail Time

    Cocktail Time Active Member SILVER Sponsor

    738
    Jul 9, 2007
    Lake Lanier, GA
    1998 400 Sundancer, Garmin 840xs GPS, Furuno RDP-110, B&G GPS pilot etc.
    Cat 3116's, Westerbeke 7.6kw
    Wow that is lame.
     
    Cdillerud likes this.
  3. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    and, to my mind, short sighted on their part. But I am not their CSR manager. Clearly.
     
  4. Wylie_Tunes

    Wylie_Tunes Active Member

    702
    Oct 26, 2012
    Lake Wylie NC area
    N/A
    N/A
    Take it back to the retailer and exchange it. Let them deal with the warranty exchange back to their distributor or fusion direct.
     
  5. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    Online purchase, I believe. So, yes, it will be returned. Doesn't help with what I consider terrible customer service from the mfg.
     
  6. RollerCoastr

    RollerCoastr Well-Known Member

    Nov 15, 2007
    Cedar Point, OH / Miami, FL / MacRay Harbor, MI
    1997 400DA
    340HP 7.4 Mercruiser Bluewaters
    Garmin 741, 742, 8212, 24HD, Intellian I2
    1999 280BR
    Twin 250HP Merc 350 Alpha Ones
    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:
     
  7. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    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??
     
    RollerCoastr likes this.
  8. Ezsteps

    Ezsteps Well-Known Member PLATINUM Sponsor

    859
    Nov 14, 2015
    Lake St. Clair-- Michigan (MacRay Harbor)
    1999 400 Sundancer, YL310 Zodiac
    7.4 Mercuisers Horizons 380 hp ea., 9.9 hp Mercury
    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.
     
  9. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    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: Aug 14, 2019
  10. Phasma

    Phasma Phasma2128 PLATINUM Sponsor

    396
    Sep 17, 2016
    West Michigan
    2003 360 Sundancer
    Mercruiser 8.1s Horizon
    I was just getting ready to order. I’m glad I ran across this thread. I will look into Clarion
     
    MonacoMike likes this.
  11. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    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.
     
  12. RollerCoastr

    RollerCoastr Well-Known Member

    Nov 15, 2007
    Cedar Point, OH / Miami, FL / MacRay Harbor, MI
    1997 400DA
    340HP 7.4 Mercruiser Bluewaters
    Garmin 741, 742, 8212, 24HD, Intellian I2
    1999 280BR
    Twin 250HP Merc 350 Alpha Ones
    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.
     
    Ezsteps and Cdillerud like this.
  13. RollerCoastr

    RollerCoastr Well-Known Member

    Nov 15, 2007
    Cedar Point, OH / Miami, FL / MacRay Harbor, MI
    1997 400DA
    340HP 7.4 Mercruiser Bluewaters
    Garmin 741, 742, 8212, 24HD, Intellian I2
    1999 280BR
    Twin 250HP Merc 350 Alpha Ones
    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.
     
  14. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    And that may sum up why pissing me and my buddy off is of little concern to them.
     
  15. Havana Shamrock

    Havana Shamrock Well-Known Member SILVER Sponsor GOLD Sponsor

    Sep 9, 2008
    Long Island. N.Y.
    2005 500DB
    Furuno Electronics
    QSM11's,
    Honda 30HP
    Sea Doo 90 HP H.O.
    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
     
  16. Cdillerud

    Cdillerud Member

    82
    Jul 9, 2016
    Minnesota
    2000 Sea Ray 240 Sundancer
    5.0 Mercruiser
    Bravo II
    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.
     
    Havana Shamrock likes this.
  17. firecadet613

    firecadet613 Active Member

    May 10, 2007
    Indiana
    '07 V358
    T- VP 5.7GXi
    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...
     
  18. Cocktail Time

    Cocktail Time Active Member SILVER Sponsor

    738
    Jul 9, 2007
    Lake Lanier, GA
    1998 400 Sundancer, Garmin 840xs GPS, Furuno RDP-110, B&G GPS pilot etc.
    Cat 3116's, Westerbeke 7.6kw
    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.
     
  19. MonacoMike

    MonacoMike Well-Known Member PLATINUM Sponsor

    Sep 15, 2009
    Indiana lakes and Lake Michigan
    2000 Cruisers 3870
    8.2 Mercs
    85 Sea Ray Monaco 197
    260hp Alpha 1
    I will now look to other options now, Thanks for sharing.

    MM
     
  20. bobeast

    bobeast Dance the Tide SILVER Sponsor

    Oct 22, 2017
    Isleton, CA
    2002 310DA
    350 MPI w/V-drives
    I wonder how closely the downturn in CS tracks Garmin's aquisition? I'm guessing Garmin would not appreciate such shenanigans.
     
    Cdillerud likes this.

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