Helix 15 G4n MSI Screen Problem - Humminbird Customer Service

[jm6734]

I installed a helix 15 MSI G4 and noticed right when I turned it on the first time that the bottom right corner of the screen is dim. Even looking at it in a totally dark garage it is noticeable. Humminbird tech support said it could be glare (glare is hard to create in a totally dark room of course!). When I mention I would look to online forums for a solution they were suddenly receptive to talking about servicing it (I guess is makes sense since these forums probably have far more impact on a large number of potential customers than any marketing effort on their part would).

My question is should I risk them damaging a $3k unit by opening it and in the shipping process or just try to ignore the problem? Does anyone know if the lighting will likely get worse over time? My helix 9 G3 MSI screen looks perfect, I guess I was expecting the same uniformity from the Helix 15 and figured given its price I was paying for high quality. I know I don't have any voltage problems (12.5 to the unit). Any thoughts? Likely to get worse? Should I have expected a uniformly lit screen for $3k?

I am very hesitant to send it to them but have already invested a ton in HB with a 9, a 15, and ultrex, and mega 360 (and was planning on live). On the 360 the ring range is displayed in that area, if I bend down and look at it I can make it out in bright sunlight (the rest of the screen is normal brightness), would most of you just live with this or risk the shipping, their craftsmanship when repairing it, and their likely desire to say it is normal and not do anything anyway?

Right now I am leaning toward not sending it in (hoping it does not get worse) and just no longer recommending hummingbird in the future.

[jym]

My experience with HB has been excellent. I would not hesitate to pack my unit in the original box and ship it. Insure it when you ship it, and inspect the outer box for shipping damage before accepting return shipment.

I installed a helix 15 MSI G4 and noticed right when I turned it on the first time that the bottom right corner of the screen is dim. Even looking at it in a totally dark garage it is noticeable. Humminbird tech support said it could be glare (glare is hard to create in a totally dark room of course!). When I mention I would look to online forums for a solution they were suddenly receptive to talking about servicing it (I guess is makes sense since these forums probably have far more impact on a large number of potential customers than any marketing effort on their part would).

My question is should I risk them damaging a $3k unit by opening it and in the shipping process or just try to ignore the problem? Does anyone know if the lighting will likely get worse over time? My helix 9 G3 MSI screen looks perfect, I guess I was expecting the same uniformity from the Helix 15 and figured given its price I was paying for high quality. I know I don't have any voltage problems (12.5 to the unit). Any thoughts? Likely to get worse? Should I have expected a uniformly lit screen for $3k?

I am very hesitant to send it to them but have already invested a ton in HB with a 9, a 15, and ultrex, and mega 360 (and was planning on live). On the 360 the ring range is displayed in that area, if I bend down and look at it I can make it out in bright sunlight (the rest of the screen is normal brightness), would most of you just live with this or risk the shipping, their craftsmanship when repairing it, and their likely desire to say it is normal and not do anything anyway?

Right now I am leaning toward not sending it in (hoping it does not get worse) and just no longer recommending hummingbird in the future.

[Tone357]

I would first demand a replacement. Firmly! For that much money, you should not have to have it repaired under any circumstances. If they flat out refuse, then yes, I would send it in. Grudgingly!

[jm6734]

They actually said not to put it in the box and let the clerk at the shipping store package it (which seemed risky to me). Any thoughts on if the problem will get worse? I am not overly familiar with the way the screens are lit. If it does get worse I figure they would not be able to say it isn't a problem.

I admit I have zero faith in the customer service of any large company, have no experience with Humminbird other than the guy to day trying to explain that he could not tell if the screen was bad unless I took the boat back out on the water instead of turning the screen on at home. My assumption is he was hopeful that I would just give up after waiting a couple hours for a customer service rep.

[Tone357]

Now that I've thought about it, I would box it up and take it back to where I bought it from. Hopefully they have another unit to replace it with!

[Sirius Rich]

Send it in. If you do HB will tell you this:

Product packaging: In the event you return your product for service, either under warranty or out of warranty. We do not recommend returning the product in the original packaging. We do not return the units in this same type of box or re-purpose the boxes used to return the units. They are returned to you in a standard brown shipping box that would meet the size requirements for the product being returned.