Simrad support

[Pete]

When someone tells you they will ship you an AP20 autopilot software update and you lay over at a marina to receive it, and it never arrives, I get annoyed. When a week later, the same person says they will ship another set of updates and a month later nothing has arrived, I get wishing I could reach through the cell phone and do something I would later regret.

That has been my recent experience with Simrad support on the west coast. The chances of me buying a Simrad product in the future is less than zero. This is not a money problem. I have not been charged for something I did not receive. I just need the update to hopefully help Maptech Chart Navigator Pro and the AP20 to communicate better.

Anyone know of another source for Simrad software updates? I am hoping that maybe some large electronic dealers may stock these eproms. Any ideas on a source would be appreciated. Thanks

Pete

Pete

 

[Fat Boy]

I know that some of the local Simrad delaers, who usually offer installation, are set up to do software updates. I know that there is a dealer in Stuart, Fl. that can do a software update, I just don't remember their name. You may be able to look on the Simrad website for a list of dealers and try one of them. I would not bother calling a retail chain store like BW or WM.

Hope this helps!

 

[34Hatt]

Maybe you can get this knukleheads email and mail this link to him and tell him to look at how many members are here.

This leaves a bad taste in your mouth about their support since they have some good products!!

 

[Boatsb]

Try Bethel Marine in Rockledge Fl. I know they are further north but they are the best servicing dealer I have ever worked with.

 

[Bob Bradley]

Boy, that's surprising. I found just the opposite in dealing with Simrad cust supp. Not sure where you're calling, but here's where I call: 425-778-8821. A real person answers, and connects you directly with customer support. I've spoken with a Rob and a John, and they were both excellent.

I installed a Simrad AP28 instead of the Raymarine (which all my electronics are) because of crappy support at Ray, and great support for an obsolete Robertson AP100 from Simrad.

 

[Reelin]

SIMRAD SUCKS!

A little background.......I have an AP35 autopilot that had an issue. I broke a hose clamp in the ER and wet the compass and Junction Box down. I did call Simrad and talk to a technician. They walked me through some checks to basically say the Junction Box was toasted. I then said ok, now what? Do I send the box back to you in Washington State and what is the turn around?
He said just hold onto everything for now as they were closing their service center for the next month while it is relocated to Mass. WTF.....what wizbang came up with the idea to close a service center during the height of the boating season.

 

[Pete]

Time for an update. Today I took a ride over to Ensley Radio here in New Bern. They are good and I have used them before. They are a Simrad authorized service center. BTW, they do a lot of Hatteras new production fitting out. No luck, they told me that the AP20 would have to go back to Simrad for updating.

Next, I decided to give Simrad another call at 425-778-8821. The answering machine offered a direct dial to a know extension. I punched in 321 for Dan, the person that has been totally useless thus far. Got his message that he was helping someone else or away from his desk, leave a message and he would call back. I hung up. Called back in a half hour, this time got a live operator. Asked for Dan's extension by name and number and was informed that "Dan is no longer with the company". Asked why, and was told he got a better job! I told her that I hoped that the translation was he "got fired" for his attitude with Simrad customers, and related my experience. Suggested she repeat my story to anyone who would listen at Simrad. She then transferred me to Tom in Technical Support. Tom handled me the way I would expect, wanted to understand my problem, discussed his thoughts on what would cause it, told me that he thought the problem was in the PC software sending incomplete NMEA 0183 sentences, but agreed to send me the latest eproms. I offered to call back after I installed and tested the new eproms, with a report on the results. He asked that I do that.

I do not have any eproms in hand, but am hopeful. Will update the group on what if anything shows up.


Pete

 

[spartonboat1]

SIMRAD SUCKS!

A little background WTF.....what wizbang came up with the idea to close a service center during the height of the boating season.

How can I say, without being sarcastic, that such decisions seem to be the norm for, shall I say, inexperienced managers. I have personal knowledge of a global mfgr who rolled out their all new ERP system (computerized logistics) at the very start of their busiest part of the year. They suffered $113M in lost sales, due to hosed orders and shipments, i.e. computer glitches; at least that is what they admitted to. I could cite more evidence, but what's the point...goes on.

 

[58yfsb]

Slightly off topic - Has anyone had any luck getting their SIMRAD chart plotters to interface with other devices? I installed fuel flow sensors with a LOWRANCE LMF-400 gage to track mpg. I've yet to figure out how to get the SIMRAD unit to feed GPS speed to the NMEA network. I bought the $50 1m Simnet to NMEA cable but no luck.

 

[Reelin]

Never said the there was anything wrong with the Simrad product.

The AP35 is great. The customer support on the other hand is what I'm not happy with.

 

[Pete]

Update: Yesterday UPS delivered a package from Simrad with the three Eproms I was promised by Tom. At least that is what the labels on the Eproms say. So, Tom delivered on the first try. Will see if they make a difference once the weather cooperates.

This is another example of how one rogue employee can impact a total company. Had a similar experience several years back with a SC marina when a young female Dock Master was totally useless, stating policies that were very anti transient. I related my experience on our forum and immediately heard back from a slip owner and the marina manager. They assured me that they welcomed transients and the Dock Master was off base and would receive some additional training.

Not sure what the solution to this type of problem is, but my experiences does support contacting another person if you believe any employee is giving you something less than you reasonably expect. Calmly and factually airing your less that acceptable experiences here is also motivating to others, and allows for corrective actions.

Pete