I'm begging for advice

[dwna1a]

So, most of you know I scrapped the bottom of a bridge with my new Quantum and masthead light. It was completely my own stupidity and I knew better.

Now here's my issue. I sent the radar off to be repaired, I haven't called my insurance, but I do plan to have the unit repaired. They got the unit back on Oct 5th. On Oct 20th I was told it was on the bench and would have a repair cost. No call or email came. Norton Yacht stepped in to help (they sent the unit in for repair) and they called. They were told the unit was on the bench, that was on the 25th.

So so today I get a call from Raymarine, the lady was very nice, very apologetic but still had zero answers! First she says its on the bench, so I nicely asked had the tech died at his bench, that it has been on the bench since the 20th! Then they said he was testing it for damage, again I asked if it took 20 days to bench test a bad motor and transmission, and replace the cover? Then I get when do you need it back? I told them next week...

Even the folks at Norton don't understand what has taken them so long. Am I just asking to much? What is the usual turn around time for repairs? Is the service center always this slow?

 

[bahamabreisus]

Have you checked Ebay, it may be less expensive to get another used one. Just a thought. To answer the original question, I think its not possible to be on a "bench" for that long.

 

[Mike Blake]

So, most of you know I scrapped the bottom of a bridge with my new Quantum and masthead light. It was completely my own stupidity and I knew better.

Now here's my issue. I sent the radar off to be repaired, I haven't called my insurance, but I do plan to have the unit repaired. They got the unit back on Oct 5th. On Oct 20th I was told it was on the bench and would have a repair cost. No call or email came. Norton Yacht stepped in to help (they sent the unit in for repair) and they called. They were told the unit was on the bench, that was on the 25th.

So so today I get a call from Raymarine, the lady was very nice, very apologetic but still had zero answers! First she says its on the bench, so I nicely asked had the tech died at his bench, that it has been on the bench since the 20th! Then they said he was testing it for damage, again I asked if it took 20 days to bench test a bad motor and transmission, and replace the cover? Then I get when do you need it back? I told them next week...

Even the folks at Norton don't understand what has taken them so long. Am I just asking to much? What is the usual turn around time for repairs? Is the service center always this slow?

I have done business with them a lot in the past. This is strange and not right..Keep at them on the phone!!!! Just had another idea, tell them to send it back to you. That you will take it somewhere else to get it fixed.!!

Mike

 

[480ces]

I have done business with them a lot in the past. This is strange and not right..Keep at they on the phone!!!! Just had another idea, tell them to send it back to you. That you will take it somewhere else to get it fixed.!!

Mike

Who, aside from the manufacture, is going to repair brand new, solid state radar technology?

 

[dpmulvey]

eMail the repair facility. Give them 24 hours to reply. In this case COB Monday. If no reply, call Ray HQ.

http://www.raymarine.com/view/?id=1154

FWIW, Ray could care less.

 

[dwna1a]

Raymarine has the radar in their shop. The lady at Nortons said she was taking the matter further up the ladder. I don't know if she got thru to anyone.

David they haven't responded to any emails in over 2 weeks, it looks to me as if nothing is really happening at Raymarines end. It is a brand new system maybe they can't get the parts that I broke.

Mike, no one is going to touch this thing BUT Ray. If I could find the plastic cover and motor / transmission, I would have bought them and put them in

 

[almostenuff]

Call (603) 324-7900 and ask for a radar tech. There's not that many of them and your unit has probably been discussed around the water cooler.


Sent from my iPhone using Tapatalk

 

[1956olds]

They are probably trying to figure out how to bill you for more than a new one costs to repair it,seriously.

 

[dwna1a]

They are probably trying to figure out how to bill you for more than a new one costs to repair it,seriously.

Im thinking you may be right

 

[1956olds]

I paid $900 to have a new board put in mine,just sayin .That quantum isnt much more new ,i have been thinking about one myself.

 

[northern]

You may want to ask what their shop rate is and how much time they have spent on your unit. That will determine if you want an insurance claim.

 

[dwna1a]

You may want to ask what their shop rate is and how much time they have spent on your unit. That will determine if you want an insurance claim.

So far all they can say is "the top cover is broken" I did ask why it took them 29 days and 23hrs to tell me that. I did ask why it took them so long to open the box and look at it. It was all busted up (the cover)

 

[War Eagle]

Sounds to me like they have lost your unit, but will not admit it.

 

[tdschafer]

Maybe they are just waiting for your frustration to grow to a point that you just buy a replacement?

Sent from my SM-G930V using Tapatalk

 

[dwna1a]

So after 42 days all THEY found wrong with the unit was a busted dome. $285.00.

Now, I know for a fact the antenna was not turning, there were small plastic gear teeth all around the motor and gearbox and the motor was bent backwards. So I am very suspicious of what I am getting back. I have asked for a itemized bill and the techs name that worked on the unit.

I think the folks at Bennett Trim needs to start going out and giving customer service classes to these other companies.

 

[Prosideus]

It could be they may have fixed all that and only charged for the cover. It will be interesting to see what you get back...


Sent from my iPhone using Tapatalk

 

[dwna1a]

Well, it's back. The radar is working as if it was new. The write up states they replaced the cover and found a loose screw in the lower dome area. That's all they say. Now as I said before we tested the motor and its gears, they failed.

its working and I guess that is that, we will never know the truth

 

[LG111]

That's cool! Pass it forward, send them a thank card.

 

[dwna1a]

Already sent they one as well as Noton Yachts

 

[1956olds]

Good to hear it went well,The wait is odd bit it is fall and all us northerners are sending stuff in for repairs so we can work on our boats after the holidays.