Letter to Eagle Electronics

[Silver Hilton]

The following is a letter I sent to Eagle this morning.

I would like you to know that, after having been a repeat customer of Eagle and Lowrance for over 15 years, I will no longer do business with your company.

I just contacted your company with regards to a depthfinder, an Accura 240, serial number 10395358, that I purchased from Cabelas last fall, at the end of September, when I purchased my new boat. The unit has developed a problem with fogging.

When I contacted the customer service representative to request a return authorization, I was informed that if I had called before 7/23/02, I would have been fine, but, because of your factory ship date of 7/23/01, as of 7/23/02, I could not return the unit without an itemized sales receipt. Well, I don't have that. I would be surprised if many of your customers do have receipts for all the goods they purchased 10 months ago.

Since the unit left your factory on 7/23/01 last year to Cabelas, if one assumes a week in transit to Cabelas, the very earliest that I could have bought the unit would have been 7/30/01, or 2 days ago. In fact, I received it on about 9/24 or thereabouts. But heavens, I can't prove that, and I may be trying to steal service from you which I am not reasonably entitled to! Gosh, Katie, bar the doors!

It may well be that some of your customers are dishonest and try to cheat you out of service that they are not due. However, I am not one of those, and I am mighty ****** off from having been treated like a shoplifter at Walmart trying to get credit for stolen goods. By the way, that is exactly the example that your Customer service rep used with me.

Over the years, I have purchased a Lowrance Flasher in about 1982, a Lowrance paper chart recorder in about '85, an Eagle depth finder in about '86, an Eagle Loran in '90, an Eagle GPS in '98, and this depth finder in the fall of 2001. I have been a loyal customer, and have recommended your products widely during that time. By my reckoning, I have purchased about $2000 worth of your product over the years, with an average time between purchase of about 3 years. I was just about to order a second Eagle DF for the back end of the boat. Fortunately, we had this little encounter before I made that error.

So, here is what I am going to do. I take about 50 people a year out fishing. I am going to keep the fogged up unit in my boat, and I am going to ***** about it and tell everyone who sees the fogging the story about how Eagle made it hard for me to get a good unit.

I also participate in several fishing bulletin boards on the internet. Questions continually come up requesting advice for purchasing equipment on these boards. I will be ready and willing to share my experience there.

Think I can direct any sales to other vendors? I do, too.

You have saved the costs of repair of this unit. I hope your CFO is pleased.

[White Willie]

I had the same fogging problem with a lowrance unit two years ago. I was at the sportsmans show talking about the problem with one of thier reps, he tells me we have had trouble with those units for some time the case's that were used were proned to leak and that made them fog up [x65]. A long story short I fought with thier service dept. for two months gave my x65 back to them and $100.00 and got a x85 and I have had no problems with but it is the last time I will do bussines with them the x65 was 5 months old when it fogged.

[GoFish]

You know, I'm not one to take getting blown off by some customer service person very well. I can't count the number times that I have ultimately gotten satisfaction by asking to speak to the offender's supervisor. Remain polite. Present yourself as a regular customer and, if necessary, keep climbing the responsibility ladder. Sooner or later, you will get to someone who doesn't want you going over their head and you will get satisfaction. It seems like the front line for customer service is trained to belive that correcting customer complaints will come directly out of their paycheck. Superiors on the other hand, seem to enjoy solving problems and making sure you're a happy camper. Like I said, I can't tell you how many time I've seen attitudes change when you ask people for their name and then ask to speak to a manager.

[Drachir]

That is a sad story indeed. I had a Lowrance DF many years ago that did the same thing, fogged up. I sent it back w/ no proof of purchase, and they sent me out a new one. I know things are different now, but still that is no way to treat a loyal customer!! :mad: I hope that letter gets you some justice from Eagle/Lowrance. They owe you!! :wink:

[Perfect Drift]

You might try if you haven't already, Cabelas might have your purchase in their computer system. You might ask them if they could fax you a copy. Good luck

[rebell]

I had the same problem with eagle and lowrance electronics over the years. Always had problems with customer service and warranties. Last year I bought a Bottom line unit, I can only say that I am stoked! A lot better picture, and no problems. More money, but well worth the price.

[Salmonator]

I've owned 6 lowrance units and needed customer service twice, both times went really well.

[Silver Hilton]

Kaus, that is a great idea. Will do so monday when they open up. Thanks.

I'm going to see if I can find out who the VP of Sales is, as I suspect that he/she will be interested in the problem.

I don't even really care about the unit. Even if the thing is fogged, I expect it to run reliably, if fogged up, for a while. Most of my Eagle gear has run until I sold it, usually for years. Though one other piece, the Loran, fogged up as well and had to be replaced. Then the third depth finder quit working after I moved to Seattle and it sat for a box for a year (and after four years service, to be fair).

I am just absolutely peeved at being treated as dishonest until proven otherwise, when any reasonable person would have concluded that I was within warrantee, or at the very least, so close that it would be stupid to not keep me happy. This is a pretty competitive market. I have been happy choosing Eagle as a known commodity, and frankly am annoyed at having to the research to find another good brand. They just lost, not only the next $100 sale I was literally going to make this week ( a small DF for the back of the boat to have it easier to see while I backtroll) but they have lost a revenue stream for the next, hopefully, 20 plus years in which I will be purchasing upgraded boat gear.

I was shopping for a GPS, and stopped by their site as my first choice. Their site no longer provides links to GPS gear. Either thier site is broken, or they are exiting the market. maybe they are having financial troubles? Who knows.

It's a sad thing when you have to give up a brand loyalty.

[Silver Hilton]

Get bent

I had a similar experience at a convenience mart recently. Next to the checkstand stood a display of cigarette lighters, some of whcih were cast in the shape of the universal fickle finger of fate. Now, I have used this symbol, within the last 24 hours, perhaps even, but I do not care to see it used casually, at the eye level of my children.

So I told the fellow behind the counter that I certainly understood that they had to decide what merchandise they wanted to sell. However, if they continued to carry that item, they could count on me taking my business elsewhere, at least if my children were with me.

I haven't been back yet to check whether they have heeded my advice, despite driving by them at least twice a week. Which is perhaps the point.

There is just so much business to be had for those companies willing to treat their customers and community well.

[WheresMyBobber]

My first FF was an Eagle, and after a year or so it fogged up. One phone call was all it took to have it sent back for replacement free of charge. Never had a problem with the second one.

I hope yours is an isolated incident, as I have a new Eagle that I haven't installed yet and hope to enjoy as much as my first.

I haven't found a good use for the Humminbird I'm replacing now.....maybe it will make a good wheel chock for my boat trailer.

[John]

I have a Lowrance unit and have not had problems yet, knock on wood. Hopefully I won't have some of the problems you guys have had with yours.

[Get Bent]

Yep, that's the way to deal with poor customer service. Send a letter and let everyone know about it. Seriously. Please let us know when (if) they respond.

Of course, they may never respond. I sent a complaint in last Friday based on the story I tell here (http://www.ifish.net/cgi-local/ultimatebb.cgi?ubb=get_topic;f=1;t=013771#000010), and when it submitted I was told that it would take 24 hours for them to answer me back. At this point I fear that their customer service department is in some state of suspended animation, as it has been longer than 24 hours by my clocks and I'm sure that they would have gotten back to me if it weren't for this mad scientist person... :rolleyes:

[TideRunner]

Two years ago I had a very similair situation with Humminbird. Although I was under warranty.......It failed on me the second time in use.......Long story short, the THIRD TIME I got it back it finally worked and that's only because they gave me a "reconditioned" unit. Would you believe that one of the times they sent it back it didn't even turn on!!
Humminbird has very lousy customer service and I will never spend a dime with them again!

[Lepper]

I'd be "mighty ****** off" as well, maybe this might get through the thick heads.
dave

[wetaline]

Have you tried returning it via Cabelas?

[bait boy]

Cabelas is a 24X7 operation and someone should be able to assist you at any time throughout the day including weekends... you don't get to be the worlds foremoest outfitter for nothing.. send it back to cabelas they will replace it most probably with another unit of the same type. if not they will for sure have record of your purchase.

[MPT]

I heard that Rogers Marine Electronics on Marine Drive is the best place to purchase electonics for your boat. They might be more $ but If you have problems they will stand behind you 100%. That is what makes a difference in the price. I'll spend the extra $ anytime when I know that I am dealing with the experts in that field than a retail/catalog outfit!

Just my .02
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[Silver Hilton]

I have to give Eagle their due. After sending the above letter, I got the following response listed below. Good for them.

Mr. Brunette,
The following message was forwarded to my attention from our Eagle external
mailbox. You are obviously upset with the previous contact with one of our
customer service phone representatives. We would like to apologize for the
response originally obtained from one of my phone reps and would like to
request the opportunity to provide service for your Eagle Accura 240 unit.

At Eagle Electronics we not only stand behind our products but we choose to
honor not only the fine print of the warranty but the spirit of the warranty
as well. Your previous encounter with our service staff is simply not the
level of service we expect of ourselves.

Please feel free to contact me directly at the numbers provided below. You
may also call our toll free customer service number, and when answered by a
representative please ask to be transferred to extension 8710. I can be
reached between the hours of 8am and 5pm Monday thru Friday central time.

Regards,
Luke Morris
Customer Service Communications Supervisor
International Technical Coordinator.

Lowrance Electronics Inc.
12000 E. Skelly Drive, Tulsa, OK, 74128, USA
Tel: (918) 438-8710
FAX:(918) 234-1707

[Get Bent]

Nice to see that they responded favorably. After two weeks GI Joe's has still not responded within 24 hours to my complaint. :depressed: