My recent experience(s) with Tech Support mirrors many of the above comments. Historically, I found Tech Support to be easy to reach, knowledgeable and responsive. However my latest experience regarding my AS 360 TM unit was painful: During the installation of a Garmin Livescope, my trolling motor had pinched my 360 cables. I called to see whether this was repairable. In total, I placed 5 calls to HB Tech Support, waiting on average 1+ hours to connect each time. On only one of those 5 calls did the automated messaging system flip to the feature that allowed for the automated callback function. The results from my discussions were: First call: Tech did not know whether they could service my 360 unit, but said he would research and get back with me. After two weeks with no return call or email response, I reached out again. Same response and again no follow-up to address the issue. Third call, spoke with a tech person that researched my question and told me that HB has discontinued servicing the AS 360 TM unit, and that no parts were not available to service my unit. I was offered the opportunity to send in my damaged unit, pay $544 and upgrade to the Mega 360 unit. I wanted to think about this option for a day as it required me to upgrade my Gen 2 Helix 12 DI unit to function with the mega 360 unit. I called back the next day, fourth call, was on hold for over 1 hour before speaking with tech support,. I received a RA# for shipping my 360 unit to HB, I provided a Credit Card # and purchased the mega 360 unit. A week goes by and I receive a copy of the paid invoice and a shipping tracking number via email. A week later, I receive a package from HB that contains a AS 360 TM head unit (no pole, or mounting bracket)! I place two more calls to HB before reaching a tech, I review my situation with him, spending over an hour sending him pictures of the head unit, shipping box, etc. for the head unit that was sent to me. I ask what the cost would be for me to simply keep the AS 360 head unit that was shipped to me and I'm told they would accept the $544 I previously paid as payment for the head unit. I told him that made little since to pay $544 for a discontinued, no serviceable head unit that did not contain the mounting pole or bracket, so after spending an additional 30+ mins on the phone with him, I'm now shipping back the head unit they sent to me and receiving the mega 360 unit I had originally ordered. It was a very frustrating experience, given in total I spent over 6 hours of time either trying to reach and/or on the phone with tech support on something that should of been able to be address during my first call into HB. Something does seem to be going on at HB headquarters, and it does not seem to be positive in terms of tech support.
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Originally Posted by pfisher
@kennethandmacy