For out of warranty repair, they specifically say you have to call them for an RMA. I was on hold longer than an hour twice last week. Almost an hour so far today. Pretty irritating that it can’t be done by email.
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For out of warranty repair, they specifically say you have to call them for an RMA. I was on hold longer than an hour twice last week. Almost an hour so far today. Pretty irritating that it can’t be done by email.
Did you have the option to leave a call back number? I’ve done that and was surprised at the speed.
Nope. Just listen to a Solix commercial and learn to spell Humminbird over and over.Quote:
Originally Posted by Dayne
They have an Email address in the contact information?
Yeah, but they specifically say they only accept email RMA requests for warranty repairs. And I emailed them with tech support questions three times in December without even an acknowledgement they had gotten the email. I’m not optimistic.Quote:
Originally Posted by DockShootinJack
I believe you.
That’s not the customer service I used to get.
So sad, that HB is falling down on the job.
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I had a really hard time getting through so I called as soon as they opened in the morning and finally got through. Remember they are on EST
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I believe there Email has changes also. I've been communicating with them over the last few days regarding some Gremlins my Helix 12 has. Mine is still under warranty but this is the email address probably wouldn't hurt to ask a question
Humminbird • [email protected]
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As mentioned call 1st thing in the morning. I had to today and was only on hold for a few minutes. Scott
They open at 7 Central Time you can get on the phone with them early you should have a pretty good chance
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Just out of desperation, I sent another email last night while I was on hold. They responded fairly quickly and said it might be three days before they can help me. I’m fine with that as at least the process is started. I’m not sure why they want to force all non-warranty repairs through the phone lines though. Seems like a recipe for a mess to me. One person can handle many more customers via email than on the phone and leave the phone support available to people who need it.
Said by an intelligent, practical thinking, problem solver who probably knows how to cut red tape.Quote:
Originally Posted by CatFan
Well, I just thought I was moving forward. Got this in response from their support today:
”You may pay with a credit card so please call us at 1-800-633-1468 prior shipment to receive a return authorization number and provide payment information.“
Thats a lot of help.
Finally got through! They’ve changed their menu options so the callers that need troubleshooting help have their own selection which is the way it should be. No need for technical experts for simple processing. Pretty short hold time and a helpful young lady named Keela got everything done and the unit is on its way.
lowrance is just as bad , I have a problem with a hds model and they will not service it because it is older than 5 years, seems all these companies are forgeting their fan base
Just went through some issues with my Helix right before Christmas.
GPS went out in the unit and it was not under warranty. Tech support guy was great, and didn’t experience any long wait times on the phone. He actually performed the update for me over the phone and I installed it. Still
had to send it back for a repair, hated to have to pay the fee for the repair on a 2 1/2 year old unit, but they just upgraded me to a gen 3 and my new unit came a week later.
If you worked in electronics, you’d know that 5 years is ancient for parts. Likely not only are the original parts obsolete, the ones that replaced them are too. You can’t even get a product to market before you start getting obsolescence notices. Repair is almost impossible.Quote:
Originally Posted by shaved ice