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Lowrance (Awful customer service)

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Curious if any others have ran into lowrances awful customer service.  Did you get through to them? Problem resolved? Who did you talk too? 

 

I'm running 2 units linked together and a motorguide i5. Hds10 and hds 5. Hds 10 has water damage and is now a blank screen. 

 

Going on 2 months dealing with them and I'm not any further than day one.  Just getting fed up. 

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I've had nothing but good experience with their customer support.  I have emailed them with questions about my unit, they usually respond within 48 hours.  Also, when I first bought my unit, I was having issues with the sonar image.  I called Lowrance and spoke with someone in customer support, they diagnosed it as a faulty transducer and mailed me a replacement.  Whole process probably took 30 minutes. They paid the shipping, and I didn't even have to send them the faulty transducer, they just told me to throw it away. 

 

I can't tell you who I spoke with in tech support, I don't remember their name.  This is the number I called though. 

1-800-628-4487

 

 

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You aren't the only one. I haven't had any bad run ins with them (yet) but I've read quite a bit of bad experiences with them. I've also read a ton of good, too. Seems hit or miss. 

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What has made the customer service so poor?  How did your hds10 get its water damage?  Is the unit still within its factory warranty?

 

Trying to get any electronic device (yes even those meant to be used near water) that is water damaged replaced on someone else's dime is going to be a tough sell even in the best of circumstances.  If it is still within its warranty period, you may be better off, but if its out of warranty, I doubt you will get too far. However, if you tried to open the unit to check its internal seals, all bets are off.  Just my gut instincts on the situation.

 

I run older Humminbird units, but I've heard good and bad about the customer service at all of the manufacturers.

 

Good luck and I hope it works out for you in the end.

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Call the above number and request return authorization number and shipping info, you can't fix it!

Tom

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On 7/11/2018 at 6:05 PM, grub_man said:

What has made the customer service so poor?  How did your hds10 get its water damage?  Is the unit still within its factory warranty?

 

The unit is under its probation period,  which for a replacement unit I would get a reduced price. Which I was totally fine with. Even though it's only 3 years old, and of all things. ...water damage. ..on sonar meant for a boat. ...

 

My problem started with the info I got from customer service.  First call I got my options,  got the prices. Call back next day,  wait on hold for 45 minutes, get guy on phone start talking. Than next thing I know I'm hung up on.  Call back and lines are closed,  I'm guessing it was quitting time and guy didn't want to deal with another customer. 

 

 Next call,  I made up mind and was going to order the replacement.  But now the unit I choose was 500$$ more than what the first guy told me.  That ticked me off, so I asked to speak to the manager. Was told I can't talk to him at that time and would get a call from him in 48 hours. Month and a half now with no call. 

 

So I found some emails online to try and get someone higher up.  It worked.  Of course I missed his initial call.  And now I'm going on week 4 with no return call from this guy.  I've left somewhere between 10-15 voice mails to his direct extension. 

 

It's literally been one thing after the next. I'm to the point where I'll never buy or recommend lowrance to anyone. 

On 7/11/2018 at 7:32 PM, WRB said:

Call the above number and request return authorization number and shipping info, you can't fix it!

Tom

Never been anything I couldn't fix,  that I wanted to! Don't temp me,  I can be a stubborn,  determined guy. 

 

But really,  just trying to get some clarity before anything. 

 

 

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Lawrence will more then likely replace the circuit boards and components in lieu trying to fix it, too time consuming.

Tom

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Hope it works out well for you.

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