WOW, what the others have been saying on this board seems to be true! I wasn't too comfortable contacting a specific customer service rep directly, as was recommended here - didn't seem it was playing by the rules. But after a frustrating day yesterday where my unit would not work in any depth less than 11 ft.....
I sent her an e-mail at 10:30 last night, detailing the problems with my 3 yr old 332C, and that I believed it was a software bug. I asked for a copy of an earlier version to test whether that was the issue.

At 5:52 am this morning, she responded asking for my serial number and address, telling me she would ship out a replacement unit! I was clear in my original note that a previous tech had told me that this was out of warrenty, and it would be a flat fee of several hundred to repair the unit. Yet, she is doing a swap anyway.

I'll keep you posted on how the replacement works, but just to have a response so fast, after my first e-mail exchange for this problem took over 2 months....I am blown away. Odds are getting better that I may continue to be a Lowrance customer....

Linda Colt

Customer Service Department
12000 East Skelly Drive
Tulsa, Ok 74128
1-800-324-1356 #8747
Direct line 918-438-8747
Fax 918-234-1745 Email: linda.colt@navico.com

She will make things right!!!!!!!!!!! She is the best representative of Customer Service I have ever ran into with ANY company.

I concur too. She will make it right!

You guys have to quit doing this. The competition will get her name and poach her away from Lowrance. Then where will we be?:cry:

Not to worry, Linda will never "switch"!! She is the best there ever was at real customer service, bar none!!

Not to worry, Linda will never "switch"!! She is the best there ever was at real customer service, bar none!!

she may not switch but its not totally up to her

look what happened to Sue at Guest!!!! She was one of the best reps around and got let go from there

she may not switch but its not totally up to her

look what happened to Sue at Guest!!!! She was one of the best reps around and got let go from there

I agree you better be careful. If lowrance hears someone is giving good service at their company they may get rid of here since she isn't following their standards.


Just kidding! I like Lowrance and use their proudcts.

This is not good customer service. Stop for two seconds and think what is happening each time one of us calls lowrance with a problem and they simply send us a new unit with out attempting to diagnosis the issue. Someone has to pay for that replacement unit...and I can guarentee you that it isn't Lowrance. They find a way to pass that cost back onto us as consumers. I am happy the GBS received a new but I am not willing to help pay for that unit the next time I buy a lowrance. I believe the proper action for lowrance would have been to work with GBS to try an earlier version of software and correct the problem with the unit in question. If all options were exhausted, then send a new unit...maybe. This is a 3 year old unit...you barely get that warreny on your $30,000 pickup. Shame on GBS if this problem has been happening since he bought the unit. Return it at that time, do not wait three years and get a new unit. Sorry fellas, but I think that it is garbage that I am paying for your replacement units when I buy a new Lowrance.

So, you are saying, only Lowrance does this, and it's a bad thing. You might rethink you're position on this unless you can convince me that their is a Company out there that sells just as many units with feature for feature, apples to apples comparisons that are cheaper because they have less customer service. From what I've read on here, there are some companies with the same level of customer service as Lowrance that many are happy with. Researching other units that are apples to apples to mine, I found, were no cheaper, some even higher. So if those Companies have less customer service, then you're off base, because their units are no cheaper. Unless you are retired or are running a successfull business that you can leave when you want, Time on the water becomes very valuable, So whatever Company keeps me out there on my time, well, then that is priceless.

Um - T Pro 175 seems to be making assumptions, and doesn't fully read the posts:

1. I did not wait 3 years. This problem showed this spring - after remounting the unit, and flashing the latest software. Why that leap was made, I don't know.

2. I noted that all I wanted was a software revision - it was the appointed customer service rep that made the decision, and doing more than expected is the first principle of great customer service. I've been to too many major corporate managment events to have not heard that message over and over, from industry to industry. So, I refuse to be made the villian in accepting the replacement.

3. I did notify Lowrance in the spring - but it took two months for a reply, and I was told I would have to pay $300 flat fee to have it repaired. I elected to limp through the season, and do the replacment during the winter when the unit was not in use. But in frustration, I decided to do the sotware test before doing the return, hence the e-mail to Linda.

Here in Linda's own words are why she did it, in response to my questioning what seemed to be a high incidence of like failures reported here on WC:

"I realize it may sound like a lot, however it was our 1st version of the 5” color combo unit and we sold tons of them! The actual % of the returns are not as bad as it may sound. You will be more than likely to hear a negative comment about a problem, then those who boast about what a great unit! That is just the way it seems. I do believe that the unit , even out of warranty should have lasted longer that and yes, we have had some come back in. I actually had one on one of my boats that was trouble free ! so, I am replacing this for you and down the road if you should experience any more problems, please do not hesitate to get back with me. Hopefully this replacement will be as good as mine!! THANKS

Linda Colt
Customer Walk in Service Department
12000 East Skelly Drive
Tulsa Oklahoma 74128
1-800-324-1356 ext 8747
Direct Line 918-438-8747
Linda.colt@navico.com

GBS - I apologize if I sounded like I made you out to be a villian! You got a heck of a deal that any of us would love. My post was totally not an attack on you or what you did with your lowrance unit!! I am not against Lowrance handing out free units, but on a three year old unit, it should have been determined that the issue at hand could not be handled or solved with a simple software upgrade. Basic logic would point to the software as it worked prior to the new software and did not work after the new software.

Thank you for clearing up some of the details. I did fully read your first post and the information you posted in items one, two, and three from your second post were omitted from the first post.

My main goal in my post was not to start an argument about right, wrong, or in different, but rather to simply point out that fact that everyone who has a lowrance is directly helping fund these replacement units.

I know prior to Lowrance being "bought", they sent me a unit when "all else failed" and a transducer or two in the same mode. That was some 5 or 6 years ago, thus I still own/buy Lowrance. Maybe they know what they are doing and it's "good business" by getting repeat customers? Just my two cents.

when a company prices a product, they bake in the warranty costs. They also build x number of units to cover anticipated warranty returns.

Im sure they simply swapped his unit with one earmakred for this, then if they can fix his unit and put it in like new condition its retunred to the warranty area to give to someone else if need be. if not it gets pitched, Im sure these units cost lowrance pennies on the dollar to produce anyway

Its just a normal business practice and good for customer relations is all

PJ, I know it's totally up to her but I said that cuz I personally know her and have for quite a few years! She is one sweet and caring lady who both knows her job, the products she represents and is the epitome of customer service bar none!

Hawker-

I was not talking about your comment. My post was just a general remark about the subject

I know for a fact lowrance has these warranty backup units. Not long ago they cleared out a bunch of X15's through Cabelas and stated that they were no longer supporting them and were available for a great price and that they were units that were for warranty and service replacements

Actually you can go on their web site and see what is available for a swap :} And what is no longer and you can get a $ Voucher Credit.

Look under "Lowrance 2008 Service Program"

I checked under Repair Rates

http://primus.lowrance.com/support/resultDisplay.do?gotoLink=7&docType=1000&contextId=727%3A7.36%2C211.273&clusterName=ClusterPublic&lang=english&docset=%2FDocuments%2FUnits&contentId=add6ee7a-ca47-46cf-97ee-05de97bebea8&responseId=135ccbe2cfd4f608%3Adcb03b%3A11c99ba8da0 %3A-5ec9&groupId=4&answerGroup=1&score=980&page=http%3A%2F%2Fprimus.lowrance.com%2Ficr%2Funit s%2Flowrance_2008_service_program.htm&result=0&excerpt=Lowrance+2008+Service+Program&question=Repair+Rates&resultType=5001#Goto7

Hatchet buried, T PRO 175. I was also quick on the trigger.

As others have posted, I am sure the cost of the units do cover a production run for replacements. In any of this kind of manufacturing, by far the smallest cost is for the materials to make one - its wages, marketing, the supply chain, etc. that really eat up the costs. Literally pennies, or a couple of dollars, to make an additional. Spread over the cost of the ones sold, and it is un-measurable.
Now, if the unit is good enough that you don't use up the backup supply during the warranty periods of all the ones produced, then you have excess. You can sell at a discount, sometimes a very deep discount if in bulk to an outside merchandiser. Or, you can retain some, and release them for your customer service people to use at their discretion for out-of-warrenty replacements. That generates tons of specific customer good will, and high odds for repeat business. And is a much better guarantee of future profit than any magazine or media ad.

So I feel really, really good about Lowrance.....

What makes me hesitate is that I received the unit today, and hooked her up. Sitting in my driveway, I couldn't get a bottom return, which I used to be able to get (not accurate, but got a solid return). Will get 'er on the water for the real test this weekend.........

More updates - the replacement, looked to be brand new, 332C unit had the same problem, flashing of depth, and no scroll anytime shallower than 13 ft with the 3 month old transponder. The old transponder caused the unit to wink out at 14 ft. Sigh.
E-mailed Linda back, again asking for a downgrade in software. She is bound and determined to make sure I am able to use all current features - she is now sending me a brand new 520C, with adaptor cables. And, since the boat will be going to sleep for the winter in a few weeks, will be extending the new unit warranty an extra 6 months!!! Wow......

That is one heck of a company to do that, I am sure they love the word of mouth that they are going out of their way to make the customer happy. I do not know Linda but she sounds like a very sweet woman. I know my next unit will not be a bird again.

In this case, it is the person. While I have not discussed this with her, my first contact with Lowrance about this issue took two months to generate a response, and ended with "Send it it with a flat fee of $300, and we'll fix it for you". End of story.
I contacted her as the first salvo in preparing to send it in - thought some at home diagnosis/testing with software might resolve it, otherwise I was gearing up to write the check and send it in during the off season. She has obviously turned that around!

The wait on the phone is the only problem I had with customer service. I`m done with Lowrance because they don`t have a fix for the shallow water issue. I sent my graph in twice. They kept the see if this works or try this solution. I don`t have time to play around like this, I jumped ship.

I'm mixing threads here - see the one about the "522 update" to report my most recent results.
Suffice it to say I received the replacement 520 for my 332 that didn't read depth less than 13 ft. Also received the warranty extension as a seperate document from Linda.

Bad news is that this didn't fix the problem. It's different, but not fixed. And my original 332 is back in Lowrance's hands....

Time is growing short for this season - between work commitments, and the change of seasons, I likely will not be able to fool with this any more this year - the boat will go to off site storage soon, and I won't be able to pick up this process until next April. I'll keep everyone up to speed on what Linda suggests next....