Originally Posted by
BassBustingDave
My experiences with Humminbird customer service over the past few months has been extremely bad. First, I purchased 2 new Solix units, Mega 360 transducer, and all the cables/accessories needed to hook it all up. Well, their dealers don't tell you when you purchase that the Mega 360 and the Y cables are not available. So for months my stuff stayed in the boxes until I received everything I needed. The one part that held everything up was the 720108-1 Y cable. Finally, after several months, I received my Y cable. Got everything installed, and the troubles started. The Solix unit would not recognize the Mega 360 at all. I have spent countless hours on chat and phone with Humminbird customer service. Average wait time when trying to connect to chat or on the phone is 80-90 minutes sitting on hold. Then, after all that time, you get an agent that does not have a clue what they are doing. You go through the same trouble shooting over and over with no resolution. When you ask to talk to someone who actually knows the equipment, you are told that is not an options. So after probably 20+ hours on the phone with them in the period of a week, they finally decide it is the new Solix unit. I was within a few hours drive to Eufaula, and I asked if I could just bring it in for repair. I was told that was not an option, and I needed to ship it to them. So, I shipped the Solix to them on Monday 6/8/20. They received it on Wednesday 6/10/20. On 6/11/20 I received an email stating it was the control board and that they had repaired the control board and it was shipped back to me. I received the box on 6/15/20, only to open it and find that they did not ship my brand new Solix back to me. Instead, they had shipped someone's old Helix G2 unit to me. So, here we go again. Tried contacting them this morning, only to spend 2 1/2 hours on with them trying to get this resolved. Long story short, they don't have a clue where my Solix unit is. Wasted another 2 1/2 hours of my day dealing with this. It is very apparent that they have a serious quality control and testing problem, they are in serious need of technical customer service representatives who are knowledgeable, and they desperately need more of them. There is absolutely no reason it should take and hour and a half just to get connected with someone! Also, when you are dealing with $4k units, there should be some controls to make sure you don't lose a customers equipment! I am at the end of my rope dealing with Humminbird on all of these issues. I have $9k tied up in these new electronics and it has been nothing but a mess from the day I ordered all of it. This all started in January, and 5 months later I am still dealing with the mess.