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ContinuousWave: Small Boat Electrical
Lowrance Technical Support
|Author||Topic: Lowrance Technical Support|
posted 03-20-2013 07:22 PM ET (US)
A few years ago there were constant postings about how poorly Lowrance handled technical support. Posting complaints about Lowrance technical support was a cottage industry for some guys, who went from website to website to post about the number of minutes they had to spend on hold waiting for Lowrance technical support to answer their calls.
This morning I sent Lowrance an email with a technical inquiry at 11:10 a.m. I received a reply via email in less than one hour. I consider that rather good technical support.
posted 03-20-2013 08:39 PM ET (US)
I've found that Lowrance are even better on the phone.
posted 03-22-2013 08:57 AM ET (US)
I received an overnight email reply from Navico on an accessory inquiry for a product I recently purchased. Considering I sent the email late in the day, I thought the response time was very good.
posted 03-22-2013 04:30 PM ET (US)
This is anecdotal, but it would seem that telephone customer support has improved for many industries. The automated responses, endless phone menus, outsourcing to India, etc may have peaked and things are moving in the other direction because of consumer outcry.
I recently called RedBox, an automated DVD dispensing machine for $1.25 per copy - a prime candidate for crappy customer support - and got a human on the first try. And the person actually knew something.
So it's not necessarily the case that bigger ticket items have better support structures. I am glad to hear of these stories of marine electronics - Long ago I had some issues with Apelco products (before they were absorbed by Raytheon) and the support was just horrible.
posted 03-28-2013 11:06 AM ET (US)
I had a Lowrance GPS antenna go out several months after the warranty period had expired. Sent an email and they gladly replaced it even though they were not obligated to do so. Can't ask for more than that.
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