Community Forums

diandtom · 11-12-2009, 09:47 AM

I have a Iway 250 from Lowrance. I broke the mount for the GPS and called Lowrance for replacement. The cost was $15.45 for the part with shipping. They sent the wrong part not even close to fitting on any GPS . I called customer service back and got a RA # for a return to which I had to pay shipping. (almost $4.00) It took over a month to get it credit on my credit card and all I got was $6.45 due to a restocking fee. I called them and complained with no avail. I am furious at them.

Tom

namwob · 11-12-2009, 10:32 AM

I know the ftustration! Not particularly with this business however I have had similar experiences. The Internet has made it easy for a business to develop without much credibility or proven reputation. Therefore if you shop on line it can be exasperating when there is a problem with the order. I have recently made the habit of checking out the BBB.org website to check on a business before I place an order. If the business is not listed with the BBB I do not purchase. If the business is registered with BBB, it has an assigned ratings (A-F) and an evaluation and also lists complaint statistics. Also a key factor is the business address. If the address is just a mailing address or is listed as “suite no” this is most likely a store front mailbox service. I avoid purchasing from these merchants also. For the record Lowrance has a C- rating with BBB.

(Edited post to standard Verdana 2 font for readability per Community Rules)

dieselclacker · 11-12-2009, 11:32 AM

Thanks for the info, didn't give the business address any thought, but will in the future. The check with BBB also makes sense, will do that before placing an order next time.

I too have gone through the hassle and expense of returning
incorrect items when the fault was not mine.

Dieselclacker

diandtom · 11-12-2009, 02:00 PM

I did not order this on line. I called and talked with someone in customer service and told then I need a new mount for my Iway 250. I am having to pay for their mistake. When I called back to tell them I got the wrong part, they did not have the part I needed.
Tom

Ray,IN · 11-12-2009, 05:26 PM

Some "business's adopt the attitude-- If we ignore them long enough they will go away. Poor way to conduct a business . I would write a letter (include copy of receipt) to them explaining the situation, ask for a resolution, either a complete refund of your total expenses or the correct part. Include a deadline for resolution but don't threaten with complaints to BBB, local C of C, small claims court or such. They already know the possibilities open to you; it will be pouring vinegar on the wound(so to speak).

KIX · 11-12-2009, 05:46 PM

Since you charged the original purchase on your credit card there may be another avenue open to you.

Contact your CC customer service and explain that you are disputing the original charge and the partial refund. They have the ability to charge back against Lowrance and then Lowrance will have to justify why the partial refund to resolve the dispute. Maybe you'll win and maybe you won't but you will certainly take up a Lowrance employees time addressing your dispute.

Good Luck.

W4RLR · 11-12-2009, 09:29 PM

Not to excuse Lowrance's supposed bad behavior, but the iWay model you have has been discontinued for several years. It may not be possible to get the part you want as Lowrance has not made that unit for some time.

My experience with the company has been positive, though I no longer own my iWay 350. I gave it to my daughter when I could no longer get the software updates from Lowrance. It works fine for her purposes, though.

dieselclacker · 11-13-2009, 08:45 AM

In my opinion, the person on the phone employed by Lowrance, should never have taken the order for a discontinued product. If someone knowledgeable had been the customer contact person, the whole incedent could have been avoided. Tom should receive the full price, without shipping and restocking charges, from Lowrance.

Dieselclacker

diandtom · 11-13-2009, 09:29 AM

I am out around $10 and I am sure it will hurt them a lot more than me.

Ray,IN · 11-13-2009, 06:06 PM

You're right on that. I was considering buying a Lowrance GPS, but that is now canceled.

W4RLR · 11-14-2009, 05:00 PM

I use my laptop on a RAM mount (like you see in police cars) that runs Microsoft Streets and Trips. There is a construction update function that keeps the database current, and the package even comes with a GPS thumb receiver. Great value for less than $70 not including the laptop, which if you have a spare one, makes for a great GPS package.

mrschwarz · 11-15-2009, 12:23 PM

I agree with the previous poster. Let your CC company know. For the amount involved, most likely you will get a credit on your account and that will be the end of it.

sharbra · 11-15-2009, 11:25 PM

Unfortunately the last few years Lowrance has been going down hill. Even their marine units are outdated. Main complaint is they are no longer user friendly. Hearing your experience, though, it may be a company that is resting on its laurels and the laurels aren't giving them the support anymore. Maybe time to get to the designing room and work up something new and also design a more user friendly customer service department.

diandtom · 11-17-2009, 04:35 PM

I am looking to buy a new GPS next year before we go to the IRV2 National. I have a Garmin on the boat and it is user friendly. I probably going to get a Garmin but not sure which one. They must have done away With the Iway 250 just after I got it as I had it for three years.